On Friday, July 20, my mother phoned RightSource and requested a refill on her meloxicam (7.5 mg). I was with her at the time she made the call from her home in Tallahassee. She requested that the refill not be sent to her home but to my home in Hilliard, Ohio and provided my address. The next day, we left for Ohio.
By Thursday August 2, she had still not received the refill. She called RightSource and inquired. She was told they sent it to her home in Tallahassee. We do not have a way to retrieve that delivery since we are 850 miles north of there. The agent said a new order for the refill would be sent overnight via UPS to the Hilliard address.
By Tuesday, August7, we still had not received the order. I called RightSource to check on the order and was told it was delivered on August 3. I stated that we were home that day and no delivery was made. Upon further review, the agent said the order was shipped to Tallahassee (again? Really?). She then stated that UPS had delivered it to the wrong address. I don’t really understand how UPS could be at fault since you provide the address to them. I was told that an UPS investigation would occur and I should “hear something in 3-5 days”.
This is unacceptable since now we only have 3 days worth of meloxicam on hand. After much discussion, and being transferred to a pharmacist, I was told a mail override could be made. I was told to call Humana and they could do the override. I called Humana who then argued with me that the order had already been filled and delivered. After repeating the whole discussion with them, they told me they needed to contact RightSource and get the whole story. So, I held while they called you and then in a conference call, I had to repeat the whole story once again. They finally agreed to place a mail override then told me I could call mom’s physician, get a new 30 day order, fill it at a local pharmacy and the co-pay would be $6.
Wow, what great customer service you provide! I spent an hour on the phone straightening out your errors and now I get to call the physician’s office, request a new prescription and make a co-pay! Tell me why we should ever use RightSource again!
Lastly, I went to your web site to find a place to file my complaint, and you have no easy way to do that. There is no fax number or contact via web or email. For service as bad as you provide, I guess nothing I shouldn’t have expected to find anything customer friendly. So, I searched on the web for RightSource complaints and did I ever hit the jackpot! There are a boatload of complaints like mine out there. Maybe you could hire someone to review complaints and revise your processes to improve your service!
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