Walgreens review: No update on prescription

I’m very disappointed with the customer service and lack of communication regarding my daughter’s prescription.

We have been waiting for over a week. The last update I received from Walgreens simply said, “Your Walgreens Rx is DELAYED due to insurance issue.” Based on that message, I assumed the prescription was still being processed and that we were waiting for the insurance issue to be resolved.

After receiving no additional updates, phone calls, or messages, I finally called the pharmacy myself to check the status. I completely understand that insurance approvals can take time, and I was prepared for that. What I was not expecting was to be told that the pharmacy could not fill the prescription and that it was my responsibility to keep checking—not their responsibility to notify me that they were unable to fill it.

That is extremely frustrating, especially when this involves medication for my child. Had someone simply called or sent a message saying the prescription could not be filled, I could have contacted her doctor or another pharmacy days ago instead of continuing to wait.

My issue is not that there was an insurance problem. My issue is the lack of communication. A “delayed” notification gives a very different impression than being told that a prescription cannot be filled. Patients and parents should not have to repeatedly call to find out that a prescription is no longer being processed.

Better communication and basic courtesy could have prevented more than a week of unnecessary delay.