Walgreens review: Shannon - pharmacy operational manager of technicians

I am writing to formally report an extremely unpleasant, unprofessional, and unacceptable patient experience I had at your drive-through pharmacy on January 28 at approximately 3:00 PM Central Time.

I was previously instructed to return to the pharmacy to pick up the remaining 10 pills from my prescription, as only 4 pills were available at the time of the original fill on 1/27. I followed those instructions in good faith. Upon arrival, I was treated as though I were an inconvenience simply for asking why I had been told to return.

I was then incorrectly informed that my insurance did not approve the remaining medication. This statement was inaccurate. My insurance approved 14 pills initially because that was the quantity on the script. The pharmacy owed me the remaining 10 pills from the original prescription. There was no need to rerun the prescription through insurance. I clearly stated that I was willing to pay for the remaining 10 pills if necessary.

Throughout this interaction, the drive-through technician who identified herself as a “manager,” Shannon, was dismissive, rude, and hostile. Her tone and behavior made it very clear that I was viewed as a bother rather than a patient. When I asked to speak with a manager due to the situation, she raised her voice and stated that she was the manager. When I asked why I was not contacted and told not to come in if the medication was unavailable, she stated that she does not have time to call patients and that it is not her job or responsibility.

This response was alarming. Patients rely on accurate communication regarding their medications and being told that notifying patients is not anyone’s responsibility reflects a serious breakdown in patient care standards.

When I attempted to again explain that my insurance had already approved the fill and that the pharmacy owed the remaining medication, she abruptly slammed the phone down mid-conversation and walked away from the window. I pressed the call button again and was ignored as she walked past. I pressed the button a second time and was left waiting before finally being assisted by the store manager, Nakia.

Ms. Nakia stated that she was not present during the incident and exchange with Shannon. I explained that regardless of her presence, no patient should ever be treated in this manner. In my 15 years of experience working in healthcare across the country, I have never allowed an employee under my supervision to behave this way toward a patient.

This entire interaction created a hostile, frustrating, and deeply unpleasant patient experience. Patients should never be made to feel like an inconvenience for asking legitimate questions about their prescriptions, nor should they be spoken to with disrespect or dismissed entirely.

Additionally, I am requesting clarification on why a non-pharmacist manager is permitted to identify themselves to patients as a “pharmacy manager.” If this employee is not an actual pharmacy manager, representing herself as such is misleading and inappropriate, particularly when refusing escalation or accountability.

I am requesting that this incident be formally reviewed, that appropriate corrective action be taken, and that steps be implemented to ensure patients are treated with professionalism, accuracy, and respect moving forward.