Express Scripts
reviews and complaints

My wife has been trying to get her prescription for a week now for desperately needed Meds. Customer Services has given every excuse in the world but has not solved the issue. This is the 2nd time in three months this has happened. dozens of phone calls get you hours of lip service and they swear it is resolved but it is not. Ask for overnight shipping and they say no problem. You pay for the service and the next day you find out nothing has been done and your meds are in limbo somewhere. This happens day after day and no matter who you talk to nothing happens. They can be nice as can be but are the most incompetent group I have ever worked with. DO NOT USE THESE PEOPLE. Price is good and they will talk nice to you but the reality is nothing ever happens. If you have a prescription for normal drugs they are fine but if anything out of the ordinary then they just can not solve the issue. This company has a terrible rate for complaint resolution.

As I delve into the reviews of Medco Healthcare Products Inc, a sense of caution washes over me. The experiences shared by customers paint a troubling picture. From delays in medication delivery to confusion over orders and exasperating customer service, the narrative is far from reassuring. One reviewer expressed frustration over the web portal's functionality, highlighting the arduous process of making changes to orders. Another lamented the lack of care and concern exhibited by the company, leading to a cascade of frustrations and headaches. The recurring theme of incompetence and indifference echoes through these reviews, serving as a stark warning to potential customers. It's evident that Medco Healthcare Products Inc has left a trail of dissatisfaction and disappointment in its wake. Proceed with caution, for the path ahead seems fraught with challenges and uncertainties.

Fast service, especially when renewing online. Always accurate.

They are cheaper than going to my cvs and they do auto refill saving me a trip.

So much easier to use than going out and standing in line with a bunch of sick people.

My husband and I are saving a ton of money with Express Scrips. Wouldnt use anything else. Fast easy convenient cheap

It took me awhile at first to register but once I figured it out now it is very easy to use and I just have my doctor fax them my prescriptions.

Since my wife and I are retired since 2006 we have found Express Scripts mail order to be the best bang for your buck for our prescription needs
Getting the medicine delivered to our door~
Having a great customer service to call is great too
Having a prescription with a 90 day supply saves money for everyone!
Thank you Express-Scripts for being there for us!

People are more likely to take the time to report bad reviews, but today the level of customer service I received was so outstanding I wanted to take the time to document my positive experience. I've had multiple issues with the prescriptions I fill at my military facility. Out of frustration I finally called Express Scripts. I spoke to a supervisor named Dwayne F. Who patiently listened my problem and identified the issue the military pharmacy created. He acknowledged the disconnect between that pharmacy and my PCM, and followed up with each party to resolve it. I can honestly say for the first time I feel confident someone actually cared about my frustration and was committed to making sure I received the best customer support possible. Express Scripts and supervisors like Dwayne really deserve praise for the services they provide.

I have had this problem on and off and the excuses were all different. If I use generic synthroid my hair falls out and I start to gain weight feeling fatigued. The first time they sent it, they told me that express scripts makes synthroid too and since they aren't the original manufacturer they had to label the pill generic on my bottle. I bought that for a minute, made a dr appt. Upon telling my dr he was stunned. He went and sent another script. Same thing happened, so I called. This person said that last story was a lie?! She said it's $99 for the med. I told her to charge me and send the right stuff. It was good for 6 mos. Then I noticed my hair was coming out big time. I look at the bottle and generic. I call this person sends me to a pharmacist. She asks me to describe the pill. I tell her it's labeled like the real thing but it's not. I ask her why the bottle was labeled generic. She told me some story about no labels. I'm thinking I never heard of any pharmacy purposely sending medication that's not labeled correctly. After I protest, and tell her the severity of my thyroid, she puts a rush on new script. Didn't need to notify dr or call. 90 more even though I wasnt due for a refill for 60 days approx. So the pharmacist is now a dr too, capable of writing my scripts. I got a new script labeled correctly and immediately felt difference. It was as if I was taking nothing before. The whole thing is just plain wrong. Something is going on in that company. Oh and on the generic prescriptions I wasn't charged 99 dollars even though it was supposedly the real thing.

I have used Express scripts for many years with mostly good results. Unfortunately, that has come to a bitter end thanks to an unresponsive customer service supervisor. I was moving to a new state and had orders in the process of renewal, I notified the company 10 days prior to my move date and advised of my new address and NOT to send any prescription to my former address. I did not receive the prescription by a week after my move, and called the company and reported the problem. I told the employee on the phone the issue and he was very helpful and said it must have just crossed in the process. He verified my new address and agreed to express the RX for delivery within three days. A week went by and nothing. I called to check on the order and was told I was out of refills and would have to have the doctor issue a new script. I explained that I was 3000 miles away and as the prior order had been filled, they should've been able to void that and reissue under the existing RX. He agreed and said it would be done - again in three days. Nothing for an additional week. Called in again and presented the whole debacle again to a courteous woman, who after hearing again checked with a supervisor and said the supervisor said I would have to have a new script. I had the supervisor return my call and she said she would review and let me know. She reviewed and found no notes in their file to support that I had reported a change of address until a month past the renewal. I told her that the notes were inaccurate and explained the above. Again. She denied that Express Scripts had failed to do what I had asked 6 weeks prior. She told me if I could show proof of my communication she would honor the prior commitment and reissue the RX. I told her that it was all done online and I had no ability to check Express Scripts records. I told her that was unreasonable based on the prior commitments of the workers involved. She said without proof, no dice. Then it occurred to me that I had received three other prescriptions timely starting one day after my move at my new address. I retrieved the prescription numbers from the bottle, all showing ship dates immediately after my move. I told her that proved that ES had received my change of address and implemented it as I initially told her. Then she changed her story and said that I must have changed the address for just those scripts. I told her that was ridiculous and that with ten auto-filled drugs on file, I would not have changed only three. She was determined not to believe me and not to accept the fact that the prescriptions sent 3 days following the one in question to the new address was proof that they had been notified and ES made an error, had promised to rectify that error, and send the script out fedex on three different phone calls. She was much more interested in assigning blame to me than fixing the problem. It is a shame that I have to terminate my use of express scripts, but I will not deal with a company I cannot trust. NEVER AGAIN. This supervisor was inept and should not be a supervisor anywhere no less in an important health organization on which people rely.

I will start with the accident. A few days after Charlie I was cleaning up the trees that covered the roads for my employer. Someone cut the trees incorrectly causing a 60 foot Austrian pine to hit me and throw me 50 feet. The tree landed on my legs crushing them. I have had extensive surgery to save my legs but have extreme nerve pain that I cannot even stand the wind blowing across my legs. I take medication monthly and have for seventeen years. This sadly is not a one time occurrence with this pharmacy. This happens every single month. I have had this issue everyday with them. They received the prescription on Monday 4/11/2022. Come Saturday it still has not shipped. I have explained to them several times I will be out of medication on Thursday. I called back on Thursday spoke to a Supervisor who verified that the prescription was filled, counted, inspected, packaged and ready to go. I requested one day shipping and gave my credit card number. Now one would think a prescription would not sit there 5 days after being filled just sitting there. Knowing the customer is out of medication. Supervisor Amanda was horrible, has no empathy, as I explained my accident and I will not be able to do anything I said "Well Amanda I hope you will have a Saturday". She stated in a satellite voice. "Oh I WILL" she states her and hers will be fine this weekend. Tells me I'm blessed from my accident. Amanda actually got tired of talking to me as I called to keep up on my prescription to make sure it would send. They even made up a tracking number that does not even work. It is invalid tracking number. Amanda told me that I can use my tracking number and track my prescription myself. I tell her I cannot and she knows it because it is an invalid tracking number Then she puts me on hold and never comes back to the phone. So professional. Every time you call you will get a different story. They make things up as they go. No joke. I am still reeling in my brain the fake tracking number. So, now it is A holiday weekend I will be out of my medication for 7 days. I tell the supervisor Amanda do you people not care about your customers. She basically stated no they don't. Express scripts has thousand and thousand of customers. So as long as your sending in your money they are happy. Do not expect any customer service. Here it is Saturday evening and Amanda is so professional she put me on hold, waited till 5 pm, picked up my call and hung up on me. She did not even have the decency to come back on the line and give me an update. If you like to have no respect, no compensation, no empathy, no one who cares about you because you are just a number (and they said it). If you like to suffer by not having your medication (and some people have medication you can die from not taking) and make up tracking numbers which to me has to be illegal, just so they do not have to talk you. Then this is the pharmacy for you.
If you like your medication on time, like to be able to speak to pharmacist and trust that what they are saying is true, like to know they care somewhat for you and understand what you are going through do not get your prescriptions here. We are going through the workman's comp and have no choice. I would just say... RUN RUN AS FAST AS YOU CAN! I have added a screen shot of the UPS tracking number that I was told to use to track my prescription.
They do not know what more I want? I have downloaded the UPS tracking number that is invalid showing everyone the level of unproffesionalism from ddd

I have been working to get a PLA for the last two weeks and I have gotten nothing but the run around. I asked for a supervisor in the PLA department and Cedric dumped in me cold into the que for basic customer service. My doctor's office has sent the form 5 times now and your team has no record of a form being sent by the PLA department on Friday the 19th of January.

My doctor's MA sent the form back at 6:40 am on January 21st and there has still been no receipt by your PLA department for PLA for the drug Farxiga. This issue needs to be resolved and stop making apologies, fix the issue.

I called express script asking they ship my order on 11/21/23 so it could arrive on November 30 because we were leaving town on the 30th and I would be out of pills then. When I logged in the next day it said Processing. I waited until the 28th to check it again and it said the process date was the 30th and my order would arrive on 12/6/23. My doctor had to call in an emergency order to the Newport oregon pharmacy so I would have medication. Because of this delay with no notification except me logging in. When I called about there was no explanation. Consequently I had to pay $830.63 cents for 30 pills because insurance was with expresss scripts.

Is there a reimbursement option

I can't give you a date and time as this is happening over a week. Been on the phone at least a dozen times with twice as many reps. Several customer service to several managers to several pharmacists. One prescription at least 5 excuses and a week later no results. There is no balance on the account and no reason for this. Tired of the runaround and I believe people need to be trained to do their jobs and do them.

I have been trying to get this medication for 2 months. ES is requiring a Prior Authorization. I call my doctor's office and they fax the Prior Auth. ES says they never received the Prior Auth. This has gone on several times, with each side saying they never received the Prior Auth. I am in the middle, trying to resolve this. The Doctor's office does not want to call ES bc they say it takes to long being on hold. I was able to get the Prior Auth. and fax it to ES. Not having heard anything for a week, I called ES 11/28 and was told they sent it back to the doctor's office for more information. They said the Prior Auth. is a 4 part process. They said it was sent to the Dr.s office and is in "cover my meds". I did not think/know that the dr.s office uses cover my meds. So, am not hopeful that they will be able to see it.

I contact a Monica with Express Scripts at approximately 9:30AM EST on 11/12/23. The call initially connected me with this agent, and she kept me on a silent hold before giving her greeting.

Monica's voice was extremely monotone and showed no willingness to help. She not once verified who I or showed any interest in verifying or securing account information. A simple "Thank you, Mr. Bailey, I have your account, and I'm reviewing your information..." would have been appreciated.

After I explained my situation, she advised me that another would have to be contacted. After I asked her if I could be transferred, she then proceeded to tell me that someone from my local Pharmacy would have to call into Express Scripts. All of this is fine; however, it was done in a non-professional matter.

My major complaint is that after the call was over, she refused to hang up and again, put me on a silent hold, and I was never transferred to survey because she apparently refused to end the call.

My historical prescription records are no longer visible to me on my account, as express scripts closed my old account with my previous employer and created a new account with new employer. My username and password remains the same, but I have no visiblity to my previous records.

I called Express Scripts twice, first them they informed they will work on transfering my data to the new account but I didnt get a follow up. So I followed up again with a call, and now they are telling me they cannot transfer the old record but it is visible to them.

I had suggested, how about they let me create a new user name and password this way i can mange the old and the new record. Instead they offered to send me paper copy of my prescription information via mail. Also the representative didnt confirm if it would include historical information.

I have a prescription that has been called in since 9/29/23. I was told the medication was back ordered. However, on 10/13/23 upon calling to now check on the status of the alternate medication my doctor called in, I was now told that the original medication was finally in stock but they couldn’t overnight ship it as promised because they won’t ship on Friday to not have medication sit in a truck. Next, the cancel my alternate prescription as it is the same type of medication as my other order that is now being processed. On Wednesday 10/18/23, I call again to find out why the medication still hasn’t shipped and I’m told again it is not in stock. I am also now told that my alternative medication has been cancelled awaiting mine or the doctors approval as being the correct medication. In the end, I am a week without medication and no one has a clue what they are doing at express scripts!

I received one of three bottles that were shipped. When I called to talk to a Customer Care Technician, they refused my call. I talked to a supervisor they said I will get the medication but they do not know when. This is the second time this has happened. The supervisors i talked to were very helpful but still have no idea when my medication will be shipped. I do not want to run out. I have over a month left but I would like to know at least an estimated date.

I have been trying to obtain Freestyle Libre 3 since 08/21/23 and it has been hung up in prior authorizations with express script since then. My MD has sent the script in 4 times now and has completed the prior authorization for them 4 times and they continue to say they need more information. Meanwhile I am RN, working 14 hour shifts to care for patients, with episodes of hypoglycemia during my workday when I just can't stop and check my blood sugar due to the risk of infection control. The Express Script reps and noncaring and nonhelpful as well. I just ran out of my ozempic for 2 weeks in September due to poor customer service on the part of Express Script. It took me 3 weeks to get my medication meanwhile my blood sugar was running wild.

On September 21, 2023 my physician prescribed an antibiotic drop for my ear for an infection. A confirmation e-mail was received on this day for the drops and the syringes needed for my vitamin B shots. On September 27, I needed to call Express Scripts to see if they were going to be able to send the medicine. No reason was given as to why it hadn't shipped yet, six days after it was ordered. The pharmacist would only make a point of telling me since it was a suspension drop it needed to be shaken before using it. I told her I would have to be in possession of it to shake it. They stated they would rush the order but it would take 3-5 days to arrive, which is the standard wait, not a rush shipment. In my frustration, it was necessary to cancel the order for the drops to be able to try to get them from another source. I am still waiting for the syringes to be shipped.

I reordered my 90 days refill prescription for DuLoxetine and Baclofen on Express Scripts website like I normally do on 9/10/2023. As of today 09/26/2023 I still haven’t received my prescription refill for both. I have been out of my Duloxetine since last Wednesday. I am having serious relapse issue with mood changes and just not feeling well along with other thing since I haven’t ran out of the DuLoxetine. I called Express Script on 09/19/2023 to check on the status of my prescription refill. Express Scripts stated there was a delay that couldn’t be explained but my medication would be shipped on 09/20/2023. I have called Express Scripts several time since, they state I need to wait 30 day to determine if my prescription is lost or not but what the hell am I suppose to do in the mean time when I am totally out of my prescription of DuLoetine? This is not the first I have had this delay with Express Scripts concerning refilling a prescription.

My new prescription was called in for 90 day s/upply on 09/08/2023. Someone changed it to 60 day supply per my insurance. No one called me. I called on the 09/08/2013 and I was told it was being processed but no one said a thing about 60 day supply. I called today to see why its only 60 day and why it hasnt shipped out. I was told on the 8th that it was processing and I would get it in a week. It still hasnt shipped and wont ship until friday with another 5-7 days. So now I will run out and have to contact my doctor for the 4th time to get a script that I have to pay out of pocket for just to get cover not getting my medication. I have all of this recorded. This is a horrible system and I have requested my prescription to be transfered back to walgreens so I dont run out of medication. I will never use this pharmacy again for any medication that I cant go without. Horrible that this company cant get its [censored] together.

The phone tree put me in a loop. I was trying to speak to a live person. I pressed 0 and the loop continued. I pressed 0 again and was finally able to talk to a live person.

Also, I had to call twice as I was put on hold for 11 minutes and then the phone was hung up.

Finally, and most importantly, how do I know a prescription in in the hands of Express Scripts? How do I know it is current and not expired? ExpressScripts can do a lot more, such as send an email, when a prescription for "maintenance" medications expires.

1. Complaint - while speaking with a rep about my Lisinopril 20 Mg Tablet prescription, I stated I understood the reason the prescription had not been filled and was seeking additional information. The young lady I was speaking with hung up on me. I thought for a moment that we had just been disconnected. I knew I wouldn't be able to contact her so I was waiting for a call back. Since that never happened, it had to have been a hangup.

2. Compliment: When I called back, I spoke with Grace who was very pleasant to have a conversation with. She listened to my need to have the prescription because I had taken the last pill this morning. After checking your website, seeing the prescription marked "PLACED" I was waiting for it to arrive. Thankfully, Grace said she would make sure that I would be able to pick up the medication at my local pharmacy and that she would be contacting my doctor to do that and get my 3-month mail prescription set up. There was no survey at the end of the call so I want to make sure that Grace gets a score of 5 in all areas of that survey. You are lucky to have a rep like Grace who is pleasant and helpful. I wish I knew the name of the first rep but thankfully the survey did work and I made sure she got a score of 1 on the entire survey. I hope you are able to locate her and see why our conversation died mid-sentence. Very poor service and a bad attitude for someone whose job is dealing with the public.