Express Scripts review: Unresolved prescription order

Very Disappointed With Express Scripts

My experience with Express Scripts has been extremely frustrating. My prescriptions, including Wegovy, remained in “processing” for nearly three weeks. During that time, I contacted Express Scripts several times, including speaking with supervisors and management, and I also submitted complaints. Despite all of these efforts, I could not get a clear explanation or resolution.

What was especially frustrating was that the status eventually changed from “processing” to “delay” without Express Scripts ever contacting me or notifying me of the problem. I only discovered the delay because I logged into my account myself to check whether my prescriptions had shipped.

I then contacted TRICARE and specifically asked to speak with a Beneficiary Counseling and Assistance Coordinator (BCAC) because Express Scripts had already failed to resolve the issue. Instead of receiving assistance, I was transferred back to Express Scripts twice.

After repeatedly trying to resolve the problem and receiving no meaningful assistance, I finally had no choice but to transfer my prescriptions to another pharmacy. I contacted Kroger Pharmacy and my doctor to arrange for new prescriptions to be sent there. I also had to contact Express Scripts again to cancel my prescriptions.

The most disappointing part of this experience was not just the delay—it was the lack of communication, accountability, and assistance. I should not have had to repeatedly call, escalate to management, discover a prescription delay on my own, contact TRICARE, find another pharmacy, and arrange new prescriptions just to get my medications.

After this experience, I no longer feel comfortable relying on Express Scripts for my prescriptions. I hope they take this feedback seriously and improve their communication and customer service so other patients do not have to go through the same experience.