Background:
For more than seven years I have shopped at this pharmacy location and picked up prescriptions for disabled family members and family members. The list of prescriptions frequently picked up there is over two pages long.
Quality of Customer Service at the pharmacy continues to be very negative in the following ways:
(1)drop off window is closed although pharmacy is extremely busy
(2)drop off auto lane is closed on one of two lanes because speaker has never been repaired in more than three years
(3)Customer service wait time is extensive and consistently very slow.
(4) Staff at counter of pharmacy are either overwhelmed with customers waiting to pick up prescriptions or more often than not there are simply not enough of them to keep both registers busy to care for customers waiting. Go into the same store for a package of chewing gum at the counter and it is right there and you will be done in less than five minutes!
(5) Pharmacy has called with automated system multiple times and then you show up one half hour or more after the call and the prescription is not ready for pickup. Why would the automated system tell you that the pharmacy prescriptions are ready and then even an hour or so afterwards they are not ready?
(6) Pharmacy has a frequent problem with not being able to fill full prescriptions
(7)Pharmacy has exceptionally good employees some are very lacking in professionalism and customer service training.
(8) Complaints about customer care are commom with those in line waiting for pharmacy pickup.
(9) Try calling the store pharmacy and actually speaking to a live pharmacy team member, good luck!
(10) The retail part of the store, non pharmacy is much better staffed and courteous. They are always able to provide fast and friendly quality customer care.
TO WHOM HAVE THESE PROBLEMS BEEN ADDRESSED?
(1) Pharmacy technicians, pharmacy assistant manager on duty, pharmacy manager, store associates on retail side, store assistant managers, store manager (some of these more than three times in seven years) to the exact same individuals.
(2) District Manager (female) in Utah was a total "QUEEN B" on the phone. First initials of her name are JA. The receptionist was also clueless. I explained I am concerned as a customer of 7 years and want to know why the store pharmacy is run the way it is.
I was told flat out that nothing would change positively in even two or three weeks out from when I spoke to her as District Manager. Two or three weeks for a retail review of customer care at a very busy location? Are you kidding me?
I was told that I could not speak to anyone else at the local district office his name was RO first two initials.
Here is the physical location of the specific store:
Walgreeens
4040 West 5415 South
Taylorsville, Utah
store phone number is 801-982-1912
Customer service surveys are hopeless! They simply do not work. A customer survey is on each receipt for the last seven years of shopping at Walgreens.
The photos attached are taken on August 25, 2011
time at around 2pm
Reciept will be kept on file.
I encourage everyone in the Taylorsville, Utah area to contact Walgreens directly at the corporate office if they experience similar issues.
Store Inquiries:
1-800-WALGREENS
1-800-925-4733
Write
Walgreen Co.
200 Wilmot Road
Deerfield, IL 60015
http://www.walgreens.com/topic/marketing/contactus/default1.jsp?foot=contact_us
Walgreens is a great company, most of the locations function perfectly.
The long term issues with the pharmacy at this specific location need to be addressed for no other reason than happy customers spend more money!
As a 7 year customer of this location I find it absolutely incomprehensibly bad customer care. I am not expecting to walk in drop off a prescription and pick it up at the same time. I allow at least thirty minutes minimum. Do I wait for the closed drop off window or wait with all the other people in line or the drive thru? What would you do when in the past many times the wait in the store was over fifteen minutes.
There are many customers which would not spend the time to complain! Can you say transfer?
Thank you to all on the retail side of the Walgreens location, you all continue to do a great job! Now for the pharmacy at the same location - do you seriously think it is okay to take care of customers this way?
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