Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Continuous emails being sent to the point of HARRASSMENT. I have requested for the last several months TO UNSUBSCRIBE VIA EMAIL, to no avail, I have spoken to **** explaining that it would take 10 days.....that's been at least 30 days ago. Please help. I am absolutely tired of being overwhelmed by WALGREEN'S emails.

  

  Business response

  01/24/2025

  Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details. 
   
  
  
  Summarize the resolution addressing these questions:
  1. Date resolved: 1.24.25
  2. Who resolved: ******** *. Ecommerce Issue Resolver and IT Specialist
  3. How resolved: Sharmice sent request to IT Specialist 1.23.25.  On 1.24.25 IT specialist successfully completed a hard opt out for the customer's email. The customer was notified by email on ******* by Sharmice that this request had been completed and asked to please allow up to 10 business days for this to take effect. Advised If customer continues to receive emails after the10 business days, please forward a copy of the email received to be forwarded for further investigation.
  4. Customer satisfaction: Yes
  5. Compensation given: None
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  
  
  
  
  
  Thank you, 
  
  
  
  
  .
  Executive Response Specialist
  *************************************br>************************************
  Fax: ************
  
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan, 3rd, 2025, I ordered 2 bottles of shimmering shine blonde and silver hair shampoo, I was sent the wrong product, so after contacting Walgreens corporate, I was told to return it to any Walgreens for a full refund, on Jan.6th, 2025 I returned the items to Walgreens in *************, **. And was given a receipt and told that refund would go back on my card. After checking with my bank, NO REFUND was issued or credited to my account, I followed ********************** instructions in good faith, and expected to be refunded in good faith. Photos enclosed

  

  Business response

  01/09/2025

  Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our Leadership Team for handling.
   
  
  
  
  
  
  1. Date resolved: 1/9, neither number is accepting calls. Attempted from multiple lines. Store manager emailed customer to have her reach to **********************.
  2. Who resolved: District Manager, ***** *. and Store Manager, ******* *.
  3. How resolved: verified that transaction was processed correctly. This can take up to 72 hours to reflect. Asked store to follow up in trying to verify whether credit was reflected, if not then to issue refund in cash
  4. Customer satisfaction: unable to reach
  5. Compensation given: refund.
  Thanks,
  
  ****** *.
  Executive Response Specialist
  **************************;
  ***********************;
  Fax: ************

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in a refill of my migraine medication on 12/30 which had 3 refills left before July 2025. On January 2 my husband stopped to pick it up and was told they could not refill due to a government change in November that required all prescriptions to note how many times a day a medication is needed. My migraine prescription says take one at onset of migraine and can take a second pill two hours later if needed. Walgreens than went to my doctor stating my insurance required a maximum monthly amount to be given (which was not true as my insurance did not change or suddenly require this). So there I was with no refill and two different lies from Walgreens. So today I went to a different pharmacy and had them transfer everything from Walgreens and guess what? Within one hour I had my migraine prescription filled. Walgreens pharmacy is dishonest and doesnt care.

  

  Business response

  01/09/2025

  Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details. 
  
  
  1. Date resolved: 1/2/2025
  2. Who resolved: Pharmacy team
  3. How resolved: ******** team advised customer to partner with physician for additional clarification and guidance on the matter.
  4. Customer satisfaction: N/A
  5. Compensation given: N/A
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  
  Thank you, 
  
  
  
  ****** *.
  Executive Response Specialist
  **************************************************************************
  Fax:************

  Customer response

  01/10/2025

   
  Complaint: 22780037
  
  I am rejecting this response because: I dont believe anything was done. Why didnt you talk to the pharmacy and ask why they made 2 different lies about why they would not refill? 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The main issue i am having with this company and their corporation is basically they are trying to sell one item online via a certain UPC code while I'm receiving a substituted item or cheaper version of the item that has absolutely no likeness to what was supposed to be received and to me, this is outright fraudulent advertising on the company's part! This has been ballooning out of control now for several weeks time, especially the last two weeks time when trying to get a resolution offered by the company and I have alerted their corporate and executive relations staff members to reach back out to me and fix these recurring issues once and for all, BUT nobody has bothered to reach back out to me at corporate HQ in *********, ** and this is starting to become a very serious issue; so much so, i have had no other choice but to alert you folks at the BBB as to what's going on here. I have even more photos to back up my claims here that what they are selling is fraudulent as the box gives this completely away and I want for this company to do something about this right here and now! I am asking they either replace what they have currently listed on their website and put what they are selling actually and stop deceiving their customers on what they are actually representing on their website and for their tech people to adjust the false narratives and descriptions they are listing for this thing as the items and UPC symbols and numbers do not match up properly and to provide to me the actual game they have advertised that I have been trying to order now for several days time, only to keep on receiving a substituted item; an item I never offered authorization on to start with as if these people are going into business for themselves and enough is enough! I am asking for an apology and a proper replacement of the item in question. Big difference between the two Pac-Man games is that one plays one game and the other has three games built into one and I want the latter one!

  

  Business response

  01/04/2025

   
  Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to ******** *.,, District Manager, for handling. The following information was provided as the resolution details.  
  
  1. How was the customer contacted (via phone, email, or letter)? Contacted by via Phone 
  
  2. Was the customer satisfied? Yes. Customer extremely satisfied 
  
  3. Compensation provided (gift card number and value)? The customer provided the product at no cost. 
  
  -Pac Man pocket player -3 game version ($34.99) 
  **** Pac Man pocket player version ($24.99) 
  
  4. Action taken to prevent re-occurrence. The customer was extremely satisfied with the outcome and appreciated the follow-up. The items have been shipped directly to customer via *** Ex after customer confirmed visual approval of the items being shipped 
  
  Action for Same Day Pickup Order-Provide coaching/training on ensuring customer has opted into substitution and identifying appropriate items for substitution. Also provide coaching from feedback from customer in regard to more empathetic interactions with customers dealing with missed service opportunities 
  
  Action for Ship to Store Order- Investigated the correct item being ordered but Incorrect Item being shipped Ordered by Corporate customer service team and fulfilled by ********************** 
   
   
  ******** *. 
  Executive Response Specialist  
  *************************;
  *************, AL *****  
  

  Customer response

  01/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  ******** and ********,

  ******* *********** here and I want to sincerely thank you folks for going above and beyond the call of duty for me late last week, after encountering almost 2 weeks worth of h*** and chaos caused by your customer service division both on the phone and via chat and even in the pickup area of my local Walgreens store in *****, ** and I am most happy to report that ******** did everything in his power to help me figure all of this craziness out now, to also award me with not one, but two items as a result of the commotion caused to me and that man should be given a raise and praise for what he did, as THAT is how you should be treating your customers.

   Yes and most definitely substantial training is needed for your customer service team to never ever do anything like this again and for your store associates to not go into business for themselves and just outright substitute said items because they think it's a good idea despite my not approving such a request at the onset and I am also grateful to the corporate team for allowing me to keep the substituted items, for which I will donate to charity, but as of this writing, the ****Man game that has been the center of attention to all this, that three game version is still being advertised on the website and I have asked the corporate team to get the tech and IT people in charge of the website to fix that issue and page as the same thing is happening with the Ms. ****man game advertised on there as well and that is deceptive advertising on so many fronts.

  I also informed ******** about the issue regarding the *** code # on the ****Man three game version as it is missing one number at the end, which could also be the root cause as to why this all happened to me in the first place, as that info was sent to him via text a few short days ago and hoping the corporate team will finally get this handled and resolved once and for all, but as for me, we're good to go, I'm happy and we're finally done with this fiasco of an order! 

  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Walgreens cashier and store manager refused to refund a purchase that never left their store when cashier rung the order with several duplicate items and errors in charges. Upon bringing attention to the error they refused the excess product I was charged for to be in my possession and confiscated the items that I had lawfully purchased and took them a back room. Upon telling them to return my purchased items to me that they refused to return, the police were called to ****** me from their store. I asked the police to validate that the receipt and the items in the bag did not match in quantity or price and he validated such but stated that I would have to return in the morning to speak to the manager. It should be noted I requested the video be pulled from my time in the store and that several customers had similar issues while I was there with the same cashier and unlawful transactions. I spent almost 3 hours in this store with the majority spent in the check out and return process.Store cashier that was unprofessional and unlawful in business practice: ******** Store manager was less informed than the cashier and was directed several times how the situation was to be handled by the cashier herself that was the issue in the first place. Please ask to review security tapes that police and store were also asked to review to validate claims

  

  Business response

  01/03/2025

  Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details. 
   
  
  
  Summarize the resolution addressing these questions:
  
  
  1. Date resolved: 1/2/25
  2. Who resolved: ***** *. (District Manager 519)
  3. How resolved: The Store Manager, ********************, issued a full refund to the customer on 12/31/24 when she returned the merchandise. I spoke to customer today 1/2/25 and apologized for her experience at #****. We discussed what took place and how we can prevent a similar situation. I will follow up with the store manager on what training we should have the team members involved in the situation complete. I thanked the customer for her feedback and let her know that she could call me at any time with additional feedback.
  4. Customer satisfaction: Yes, she wanted us to be aware of the incident to prevent this from happening to another customer.
  5. Compensation given: A refund for $218 was issued to the customer.
  
  
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  
  
  
  
  
  Thank you, 
  
  
  
  
  Dr. ******** *.
  Executive Response Specialist
  *************************************br>***********************
  Fax: ************
  
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought three ****** gift cards. Each $30. Total $90. Only one of them worked. Walgreens sold me two possible tampered/stolen amazon gift cards. They activated them properly; which i initially thought that is why they didnt work. After looking at my receipts i noticed that they DID activate all three gift cards properly. The manager refused to do anything or even check if they did any error on their part. I find it suspicious how someone could steal gift card codes that are in an area that has high traffic and cameras without management noticing. Or are they in on it and thats why they didnt make it right?

  

  Business response

  12/31/2024

  Please request the customer provide copies of the front/backs of the ****** gift cards so we may further assist.

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 27, 2024, I requested same-day delivery for my prescription through the Walgreens app before the pharmacy opened. The day passed, and nothing was delivered. On the morning of December 28, 2024, I called the pharmacy to resolve the issue. It turned out there was an outdated card on file. After speaking with a representative, I updated my payment information as instructed via text.I waited until around 3:30 PM, but the delivery still hadnt arrived, so I called the pharmacy again. This time, I was informed that the order hadnt been picked up by the courier and was told I could come to the store to get it. When I arrived, the pharmacy attempted to charge my card $125.95, but the transaction was declined. Since I was under the impression that the prescription was ready for courier delivery, I hadnt brought the physical card with me. The app had also shown the total as $134.95 and marked the order as "ready for courier."I went back to my car to check my credit card app, which showed a pending charge of $134.95 for Walgreens. I returned to the drive-through and tried to explain the situation to the staff, but they refused to release my prescription. Frustrated, when I got home I called *****, the acting store manager. He spoke with the pharmacy staff, and they ran my card again. This resulted in a second pending charge of $125.95, but I still do not have my prescription.This isnt the first time Ive experienced issues with Walgreens same-day delivery service. Ive paid for same-day delivery in the past, only to wait a week for my prescription to arrive. I can not take my insulin until I receive this prescription and now they are telling me I will have to wait another day to get it delivered.

  

  Business response

  12/31/2024

  Thank you for contacting our company in regard to this complaint. Our ***************************** sent this case to our leadership team for handling. The following information was provided as the resolution details. 
   
  
  
  Summarize the resolution addressing these questions:
  1. Date resolved: 12.30.24
  2. Who resolved: ***** *. Store Manager
  3. How resolved:  Store Manager spoke with ******** ******* on 12/31. Customer was unhappy with the pharmacy delivery service at Walgreens. This was the second time she did not have a great experience. Store Manager apologized and committed to doing better going forward. 
  The pending charges have come off and the customer did get the prescription. Customer's information was also updated in the system.
  Store Manager spoke to ***** at #**** as a coaching opportunity for her team to call patient right away when setting up deliveries if card does not go through. We need to go above and beyond to to experience the customer a great delivery experiences every time.
  4. Customer satisfaction: Yes
  5. Compensation given: 
  
  
  If you have any questions please do not hesitate to contact me. 
  
  
  
  
  
  
  
  
  Thank you, 
  
  
  
  
  Dr. ******** *.
  Executive Response Specialist
  *************************************br>***********************
  Fax: ************

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/2024 I went to a doctors appt shortly before they closed and it was on a Friday. I had been in the ** a week before due to an allergic reaction to a pain patch so we decided that ******* would be best so they gave me a 3 day supply until I could get in to my doctors appt. On Monday my doctors office couldn't get me in until the end of the week so the urgent care gave me a low dose to make it to my appt on that Friday 12/27. My doctor sent a prescription in for the same medication and when I got to the pharmacy at store #**** the pharmacist came up to the counter with an attitude against me from the start. He doesn't know my history other than I have been getting the same medicine filled at other Walgreens but this store was close to my doctors office. I broke my hips and I have Lupus so there are a lot of reasons why I need this medicine. He has been so rude and I told him that I need that medicine and would be sick all weekend on top of having the flu and his answer was well that's not my problem and your doctors office should have called me back. He wanted to verify that my doctor was prescribing this medication. The fact that pharmacists are even allowed to make that judgment is beyond me. He's not a doctor and he has no right to be that rude about it. When I called the next day and told him my name he immediately was rude and short and said I'm not going to dispense this without hearing from your doctors office. Well the doctors office is closed on weekends but he didn't care. His name is **** and he is the rudest pharmacist I have ever met. If I would have known this I would have gone to my regular store and when I called the pharmacist at my store on overland and five mile he said he wished he could transfer it to him and he couldn't see why he would have such a problem with filling it. I will NEV** go back to this store on Apple and Parkcenter

  

  Business response

  01/06/2025

  Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our Leadership Team for handling.
   
  
  
  
  
  
  1. Date resolved: 12/31/2024
  
  2. Who resolved: Pharmacy Manager, **** *..
  3. How resolved:  The doctor was contacted to resolve GFD worksheet concerns
  4. Customer satisfaction: unknown.
  5. Compensation given: None.
  
  Thanks,
  
  ****** *.
  Executive Response Specialist
  **************************;
  ***********************;
  Fax: ************

• Initial Complaint

  12/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am elderly. I need to go somewhere close to pickup my medications. The closest place is Walgreens at *****************************************************************Your system is unable to manage my prescriptions properly. I requested a refill last week and it just went into outer space. I tried to call Customer Relations and no one answered!I tried to call the store and was placed on terminal hold.

  

  Business response

  12/31/2024

  Thank you for contacting our company in regard to this complaint. Our ***************************** has sent this case to our leadership team for handling. The following information was provided as the resolution details. 
   
  
  
  Summarize the resolution addressing these questions:
  1. Date resolved: 12.31.24
  2. Who resolved: Duane M. District Manager
  3. How resolved: District Manager spoke with customer on ********
  and apologized to patient for any misunderstanding and inconvenience we may have caused him. The customer was a previous CVS customer, and his files were transferred to another CVS location when his pharmacy closed Sept 9, 2024. We did not have all of his medication on file so that's why he was not able to access all of the medications on his profile. While efforts were made to try keep the customer as a patient, he has already decided to transfer his medication to another Pharmacy. This location has a new Pharmacy manager in place as of December ******. While the store has one of the best hold times in the district, we will present this incident to the team and focus on next steps to make improvement on the patient experience. We hope the customer gives us an opportunity to serve him again in the future. 
  4. Customer satisfaction: 
  5. Compensation given: 
  
  
  If you have any questions, please do not hesitate to contact me. 
  
  
  
  
  
  
  
  
  Thank you, 
  
  
  
  
  Dr. ******** *.
  Executive Response Specialist
  ******************
  ***********************
  Fax: ************
  
  

• Initial Complaint

  12/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, on December 23, 2024, following a schedule appointment with my Doctor. The Doctor prescribed me a prescription. This prescription {Junel 1.5/30 (21) 1.5 Mg-30 MCG Tablet (QTY84) .Received notification from Walgreens App, the prescription was ready for pickup. In review of the notification Walgreens had filled a ******* 1.5/30 Tablets 21 (QTY84). I immediately called Walgreens ****************************** location. Spoke with a male Pharmacy **** I explained that the Prescription showing is not what my doctor prescribed. I told him I had my appointment earlier in the day and that ****** was not discussed. I was told by ****** the Head Pharmacist that he "can change" a prescription and does not have to follow what the Medical Doctor wrote the prescription even if is written to not substitute. I said you cannot go against what the Doctor wrote especially when it was written specifically no substitutions. He was aggravated that I had called him out on deliberately changing the medication. He has given me the run around on when the full prescription will be ready. Trying to force me to come and pick up a partial of the order 1 pack of pills. I said, I was not coming out for just 1 pack. I asked that they notify me when the full prescription is ready. I also asked for them to not run the ****** through Insurance Company because Insurance block me from getting the correct medicine. Walgreens Pharmacy Staff is playing "God" with consumer's medication and there seems to be no accountability. They seem extremely comfortable in the rudeness, unprofessionalism, and Ignorance of the medication that they are dispensing onto consumers! Thank you for time and consideration into this matter. I look forward to hearing from you. Have a great day. Have a Happy New Year. Sincerely ***** Mingo *******

  

  Business response

  01/02/2025

  Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.
  
  
  
  Summarize the resolution addressing these questions:
  
  1. Date resolved: 12/31/2024
  2. Who resolved: **** *., HCS
  3. How resolved: Apologized to the customer and worked with the staff pharmacist to add this manufacturer as her preferred in IC+ to prevent future substitutions. I also committed to the patient to do a site visit to focus on service basics - handling out of stocks, offering solutions,and de-escalation techniques. I will partner with the ** to schedule this visit *****
  4. Customer satisfaction: Yes
  5. Compensation given: None
  
  
  
  If you have any questions please do not hesitate to contact me.
  
  
  
  
  
  
  
  
  
  Thank you,
  
  
  
  
  ******* *.
  Executive Response Specialist
  ***************************************>***********************
  Fax: ************
  

  Customer response

  01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Mingo *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩