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WalMart gets an "F" for customer service - Review by Tim M | Wal-Mart


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WalMart gets an "F" for customer service 1/9/2007

The Wal Mart in Eldersburg gets an "F" for their customer service - or better said, the absence of thei customer service. Marginal CS has always been in the Wal Mart store at this location but they have reached an altime LOW. I dropped off prescriptions on Thursday morning. Some new, some existing that required contact with my hysician's office for renewal. The lady at the counter informed me that they were behind alittle and would be about an hour. I told her that that was OK with me, as I would not e picking them up until Friday evening. Now, two of these prescriptions were for two different insulins. One I had coverage for and the other I knew I would need by the weekend sometime. Fast forward to Friday evening around 6:30PM. After standing in a line at the pharmacy and waching the tech struggle, and fail, to figure out how to do a complex transaction I was given the honor of having her assist me. I gave her the required info and off she went to find my Rx. She returned and informed me that they did not have my insulin because they had not heard from my physician's office. Now here it is 6:30 on a Friday. They have had my script since 10:30 Thursday morning. I asked -"Do you not follow up with doctor's offices when you have not heard back from them?" Her response was "Well, I could call them now[looks at her watch] but they are probably not there now." I repeated my question and she replied "Sir, we have 600 customers." She then put the scripts they did fill on the counter and asked "What would you like to do with these?" To which I replied "Keep them" THinking to myself now youhave 599 customers. I came home and called WalMart corporate and explained my problem - most importantly, I do not have any insulin for this weekend. (Fear not gentle reader I modified my program and used what I had available). The agent informed me that this was a serious issue and would be bumped to high priority and one of the senior managers would contact me either later that night or early Saturday morning. I asked that she add a note that if they receive my voice mail they leave a message and a number and I will call them back. Friday night came and went as did Saturday AND Sunday without a call. MOnday morning I received a call - for which I was unable to answer immediately. When I checked the message it was from the assistant to the District Manager who said she was calling because she got a message that my prescription was not ready on time and wanted to get some additional information - but inthe meantime she was going to call the store and make sure that the script was filled. She then hung up. No phone number left to call back to. Wal Mart failed on the first account - not following up on the unfilled Rx; miserable customer service from the technician; no follow up as expected from corporate, when they did follow up it was ineffective and left me no way to contact them to provide them with additional information as they had requested. For your own sanity stear clear of the Wal Mart Pharmacy in particular. more
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