On 1/28/17, my husband ran out of his medication so I went online and ordered a refill right away. It turns out the refill has expired and the doctor has to authorize it.
So on Monday 1/30/17 I called doctor's office and told them to make sure they send the refill authorization to Express Scripts asap because my husband was out of meds. That evening, I called Express Scripts and talked to Mustafa to check the status. He says the doctor needs to give me them a voice authorization besides the online authorization. He gave me the phone number to call.
On 1/31/17 I checked online and it says the doctor approved the refill. On 2/1/17 around 11am I got a call message saying I need to call them to confirm the shipping address. So I did. In the afternoon I called Express Scripts and the rep says it was being processed.
I told her I wanted to expedite the service because we're out of the meds. She said I will pay $21 for overnight shipping. I said ok. She said she will call the backend pharmacy to have them send out that day.
I was on hold on the phone while she talked to the backend pharmacy. She came back to me and said they are sending out that day and I will receive it in 24 hours which is by 2/2/17 in the afternoon . I said ok and hopeful I will get it next day. On 2/2/17 afternoon I checked the Express Script website and it said the meds were delivered at 3pm but when I got home, the meds did not arrive.
I checked the website today 2/3/17 and now it says the meds shipped 2/2/17 and has a tracking info and said it will arrive today. I called Express Scripts and talked to a rep, her supervisor and another supervisor about the unacceptable service and I demanded they refund the expediting charge.
They refused because they said they followed the company protocols and it does not matter if I made extra effort to get it expedited. They will still follow the 3-5 days processing etc...
Product or Service Mentioned: Express Scripts Shipping Service.
Reason of review: Poor customer service.
Monetary Loss: $21.
Preferred solution: Full refund.
I liked: Trying to save money, Value for money on accurate prescription.
I didn't like: Service stinks, Being lied to, Service quality.