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Complaint Details
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Initial Complaint
12/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On December 18, 2024, at 2:05 AM, I placed an order for four (4) Lucira brand COVID-19 tests on the ************************** website. I chose to shop at ************************** because the site was offering a discount that brought the price of the Lucira tests lower than other online vendors.The tests were delivered by Walgreens to our front porch. Three of the tests are not expired and are usable. The fourth, however, had been expired for 8 months already on the date it was delivered. For obvious reasons, it is critical to receive a test that is not expired and therefore able to be used.I contacted ************************** customer service chat through their app, and I was told that I could not receive a refund or replacement for thetest -- which was already expired when Walgreens delivered it to me -- under the Walgreens policy. I then emailed ***************** and I was again told that I could not receive a refund or replacement for the item.Applying the ************************** refund policy to an item that Walgreens knowingly sold in unusable condition, without giving the customer a chance first to inspect the item -- since it was purchased online -- is a violation of basic contract law (Implied Warranty: Fitness for Particular Purpose). Walgreens cannot create policies exempting itself from the responsibility to provide the item the contract covers. Allowing Walgreens to deliver unusable merchandise and then to refuse to refund or replace this merchandise is tantamount to permitting fraud.I am asking the BBB to intervene and to secure a refund or replacement for the item that was delivered in unusable condition, and to ensure that the Walgreens policy is changed so that this does not happen to other customers.
Business response
01/01/2025
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: **** M, District Manager
3. How resolved: called and spoke to ***** on 12/30. Apologized for her experience and told her we would absolutely replace her expired product with a good dating covid test and deliver it to the store of her choice to pick up. She chose 8310 ****** location and product will be delivered there by EOD 12/31/2024. I texted with ***** and let her know the update and have escalated the handling of her original return request concern from our ecommerce department with my director.
4. Customer satisfaction: satisfied, thankful that someone finally helped her
5. Compensation given: none, replacement of product
If you have any questions, please do not hesitate to contact me.
Thank you,
****************
Executive Response Specialist
**********************************************************************************
Fax: ************Customer response
01/02/2025
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,
***** ********-*******Initial Complaint
12/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I resided on **************** for two years at *****************************. I moved out of the residence on December 3rd. On December 6th, I returned to clean out my prior dwelling. I went to Duane Reade at ***************, located on the lower level of the apartment building, to buy a few food items before starting at approximately 2 PM. I was famished as I had not eaten since breakfast. I went to the rear of the store to get water and Gatorade. I noted that a female employee was hovering around me. I was followed around the store by an employee like a common criminal. The woman was a robust woman with ********** a black Latin American woman, I know this should be par for the course. Notwithstanding, it is injurious to my soul and being. I am a model citizen and a physician who contributes to society and deserves to be treated with dignity and humanity. Racial profiling has diminished my worth and is simply unfair. I understand that these stores are constantly battling theft. I get that they should be vigilant. They should be vigilant to all individuals. I am sure that on ****************, perpetrators of ***** theft are likely of all races. I want your organization to understand the magnitude of the pain caused when racial profiling occurs. Over the years, I have spent thousands of dollars at Duane Reade - Walgreens. I no longer feel comfortable entering your stores. Dr. *****Business response
12/30/2024
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.
****** resolved: 12/30/24
2.Who resolved: District Manager, ****** *.
***** resolved: Customer was called and the concerns were addressed.
4.Customer satisfaction: Yes
************** given: None Provided
If you have any questions please do not hesitate to contact me.
Thank you,
******** *.
Executive Response Specialist
*************************************>***********************
Fax:************Initial Complaint
12/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have told them 1000x I cannot take the brand MALLINKRODT because it gives me high blood pressure, tachycardia of 125+ bpm and constant panic attacks. They consisently ignore this .They are just lazy and have no compassion for anyone. They are in the wrong business. You cannot play with people's mental AND physical health like this.If a prescription is sent in by my doctor too early they often just CANCEL IT WITHOUT EVEN NOTIFYING ME. Currently I have been trying to get a refill for 3 weeks now. Last week I called to ask when it would be ready and they said my PERFECTLY VALID rx was too old and I would have to call my doctor *** only works 3 days a week for a new one. Fortunately I was able to reach him and my doctor sent it in again and once again they filled it with the same brand which there is clearly something SEVERELY WRONG WITH AND SHOULD BE PULLED FROM THE MARKET.Business response
12/30/2024
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:12/30/24.
2. Who resolved: ***** *., RPH
3. How resolved: Spoke with patient and apologized. Updated the patient profile and ordered the correct manufacturer for pickup on 12/30/2024.
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
01/06/2025
Complaint: 22732374
I am rejecting this response because: prescription took over 2 weeks to be filled- UNACCEPTABLE!!! Once again I suffered unncessarily at the hands of the sociopaths at Walgreen'sInitial Complaint
12/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On December 23, 2024 at 10:03 pm I went in to buy a 50 dollar Sephora gift card as a Christmas gift. On December 25th early in the morning the person I gave the gift card to went in to check the balance and it said zero, however the card had just been opened to use. I went in to Walgreens and they said they could not help because I have the confirmation receipt. I then called ******* but they stated it had already been used and they cannot do anything about it. However the person I gave the gift card to didnt even get to use it.Business response
12/30/2024
Please request the customer forward a copy of the front/back of the Sephora gift card so we may further assist.Initial Complaint
12/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Walgreens Customer Service,I am writing to express my deep dissatisfaction with the handling of my recent order and the subsequent refund process. On Monday, December 23, 2024, I placed an order for home delivery. As of today, Wednesday, December 25, 2024, the order status remains on the way, which is unacceptable given the expected delivery timeframe.Upon contacting your corporate customer service, I was informed that, due to my use of ***** Pay for the purchase, a refund to my original payment method was not possible, and I was instead issued a Walgreens gift card. This resolution is unsatisfactory. I expect a refund to be processed back to my original payment method, as is standard practice.According to ****** support documentation, merchants can process refunds for purchases made with ***** Pay back to the original payment card. I am extremely frustrated by this experience. It is unacceptable that Walgreens offers a delivery service that fails to fulfill orders promptly and then compounds the issue by not providing refunds to the original payment method. I feel as though I am being unfairly deprived of my funds.I request immediate action to process a full refund to my original payment method. Please address this matter promptly to restore my confidence in Walgreens services.Business response
12/30/2024
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: 12/27/24
2. Who resolved: eCommerce
3. How resolved: The customer was able to get refunded in the amount of $41.95, we have tried to reach out to them to share the resolution.
4. Customer satisfaction: unknown
5. Compensation given: refunded $41.95
Thanks,
****** *.
Executive Response Specialist
**************************;
***********************;
Fax: ************Initial Complaint
12/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was prescribed paxlovid due to covid. I've now made 4 trips to try to pick up my prescription. First try they didn't have any of my information, I was told to come back. Came back same night and the medicine is not available. Mind you we are prescribed to take this within 5 days to be able to return to work. Now day 3 and 2 trips still no prescription. Day 4 Prescription is ready (with no call) but now they want me to come inside (still covid positive) because I have a discount card for my prescription. I refused and left without my prescription.Business response
12/25/2024
Customer did not provide the ********************** location. We will need the store location to proceed with this case.Customer response
12/27/2024
Complaint: 22725501
I am rejecting this response because: The store number is 6541
Sincerely,
********* *****Business response
12/30/2024
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:12/29/24
2. Who resolved: ***** *., Store Manager
3. How resolved: Spoke with the customer and apologized for the delay of her prescription. Also let her know that we will investigate with the team to determine the cause of the delay.
4. Customer satisfaction: Yes
5. Compensation given: $50 Gift Card
If you have any questions please do not hesitate to contact me.
Thank you,
******* *.
Executive Response Specialist
***************************************>***********************
Fax: ************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.
Sincerely,
********* *****Initial Complaint
12/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I bought Pokmon cards From a Walgreens and the cards have been tampered with and Resealed by either Walgreens or their distributor. When I open the packs, the cards were flipped all different directions backwards, upside down which would be impossible unless they were tampered with. It was the *************************************************************************** locationBusiness response
12/27/2024
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: 12/27
2. Who resolved: The DM ******* emailed the customer to discuss reimbursement.
3. How resolved: ****** completed to customer
4. Customer satisfaction: Yes
5. Compensation given: $40
If you have any questions, please do not hesitate to contact me.
Thank you,
****** *.
Executive Response Specialist
*****************************************
Telephone ************Customer response
01/05/2025
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,
******* ****Initial Complaint
12/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Walgreens store # **** as on the receipt. I purchased a defective gift card. I have the card and the receipt. The card can not be used.Business response
12/24/2024
Thank you for contacting our company in regards to this complaint. Our ***************************** has sent this case to our 3rd party processor Incomm for handling. The following information was provided as the resolution details.
1. Date resolved: 12/24/2024
2. Who resolved: Incomm Leadership
3. How resolved: We have confirmed that the gift card(s) provided was successfully activated on 6/3/24 at store 3491 in the amount of $82.00. If the customer would like to check the status of their gift card or is having redemption issues, they will need to contact ****** directly for further assistance. Walgreens and ****** can only confirm that the funds were successfully loaded onto the gift card(s). Gift cards cannot be redeemed prior to activation. Walgreens corporate policy is no refunds or exchanges on gift cards.
Google:
Troubleshooting Site: ***********************************************************
Contact : *************************************************************************
T&C's: *************************************
If you have any questions please do not hesitate to contact me.
Thank you,
******* *.
Executive Response Specialist
*****************
***********************
Fax: ************Initial Complaint
12/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Pharmacy needs a major improvement and new management.Apparently breeching HIPAA doesn't come with any consequences. At this pharmacy they are very inconsiderate and deny doctors prescribed medication if they feel salty towards people.Avoid this pharmacy especially ***** who believes it's her job to police cancer patients medication. I had 2 major surgeries and she was questioning why pain meds were necessary. Are you serious? Never experienced this in all my life or here at Walgreens.I've been coming here almost 8 years and now will no longer deal with silly games and power trips. Fire ***** and I'm sure the pharmacy will go back to being what it once was.Business response
12/23/2024
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: 12/23/2024
2. Who resolved: ******* L Healthcare Supervisor
3. How resolved: Spoke with the customer and agreed for delays on GFD related issues patients should be kept in the loop.
4. Customer satisfaction: Customer was satisfied
5. Compensation given: none
If you have any questions, please do not hesitate to contact me.
Thank you,
****** *.
Executive Response Specialist
****************************************************************************
Fax: ************Initial Complaint
12/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I often drop off a few ***** packages weekly as a small business owner at the Walgreens located at **********************************************************************************************. It's never been an issue until recently. The last time I took a package in, two ladies were standing there talking to each other. They saw me walk up, and kept talking. I waited a couple minutes of staring directly at them before I asked for help, as it was apparent they were not going to help me until I asked them to. They retaliated against me because my package was not scanned on the truck until the next day, and I brought it in a little bit after noon. Today I had my girlfriend bring in a package, as she needed to go there anyway. A larger build lady with long blonde hair saw my girlfriend sit the box on the counter and didn't bother helping my girlfriend until she asked her. The ***** agent came in around the same time and told my girlfriend "you don't have to wait, you can just sit them there" and this older lady with roundish glasses and shorter brownish hair comes out of the back shrieking "no no no you can't do that!". They told her they can't accept it without a phone number. My phone number is on the ***** label. You can't even generate a ***** label without a phone number. I'm getting rather annoyed at the fact half the time I bring in a package, no one is at the photo counter, and when someone IS at the counter, I have to ask them to help me, which is something a customer should not have to do. It would be different if they were busy, or could not see me, but they do, and act like I have to ask them to help me before they can help me. When I take packages to an actual ***** store, all I do is drop them off. Either these employees don't understand policy, or Walgreens has an odd policy of asking for something that's on the label. I don't need to be texted shipping updates, I manage that online. When I googled the location, they have a 2.6 star rating, not surprised.Business response
12/25/2024
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: 12/23/2024
2. Who resolved: **** *., District Manager & ***** *.,Store Manager
3. How resolved: Apologized to the customer. Explained the policy to the customer and how we can avoid the issue going forward. Store manager readjusted her schedule to ensure there is coverage in the photo **** during peak times and requested the *** button" which the customer would press if there were not a team member in the department. Thanked the customer for bringing this to our attention.
4. Customer satisfaction: Yes
5. Compensation given: $50 gift card
If you have any questions please do not hesitate to contact me.
Thank you,
******* *.
Executive Response Specialist
***************************************>***********************
Fax: ************
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2,305 total complaints in the last 3 years.
667 complaints closed in the last 12 months.
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