Express ScriptsReviews of express-scripts.com

What went wrong THIS time? Well, last time they were busy cancelling my meds, the doc's office said no, they didn't I didn't get anything, PERISH THE THOUGHT Express scripts talk to the doctor's office, so they played ping pong with me. THIS TIME, they told my all my meds were on autoship (I didn't do that) EXCEPT THYROXIN, you know, THE ONE I NEED TO LIVE??? That would have been the ONLY med I'd put on autoship. The others, only the DOCTOR says I need. I didn't need them until I moved to TEXASS. Let that be a warning about Texass. Moved here, my blood pressure shot up. Changing pharmacies. I can't deal with their crap anymore.

I have had nothing but issues with Express Scripts. Their customer service is awful. For example, my doctor ordered two prescriptions a week ago. Neither one has been filled even though both scripts were sent directly to Express Scripts from the doctor's office. I called Express Scripts and was not satisfied in that it would take up to another two days just to ship the scripts to me (so with shipping it would be yet another week to get the scripts to my home). I feel this is unacceptable service. It should have taken no more than a day to process and ship the scripts to me. There was no need for them to verify the scripts with my doctor as they were REFILLS. Personally, I would rather drive to my local pharmacy and get my scripts in a day than endure such a long wait and calls to get my orders filled. Cigna should discontinue Express scripts contract for lack of customer serviice. If you have a choice, I suggest you find a local pharmacy and just pick up the order rather than this horrible mail order service. I see they have a one star rating. Be advised! The only way for them to improve is to get a new prescription system in place and replace all their executives. Their service is awful.

I underwent two eye surgeries in New York. The surgeon prescribes antibiotic eye drops for each surgery. Without these drops, a patient can run an infection at the surgical sight and potentially lose the eye. Each prescription is unique. EXPRESS SCRIPTS REUECTED THE LEFT EYE PRESCRIPTION ON THE BASIS THAT IT WAS SENT IN TOO SOON.

This company is the summation of everything that is wrong with the new customer experience model.

If your Rx gets lost in the mail, you are screwed. The first time I called them, they said they could switch it over to Walgreens. Walgreens calls them and now they cannot do that. I called them again and they can see my Rx is lost in the mail but they say they cannot do anything about it until it has been missing for a whole month. I took my last pills yesterday and now I am screwed.

My prescription drug insurer WellCare uses Express Scripts to fill prescriptions for their customers. Recently I was notified by Express Scripts by email that I had four prescriptions due to fill. I submitted the order online, got a shipping notice and thought all was good. But when the package arrived only one of the four was in it. Then I got 3 emails (one for each drug) saying that “Your prescriber requested that we not fill your prescription. Please contact your prescriber to discuss. . .” I called Express Scripts for an explanation and the person I reached who spoke almost unintelligible broken English told me I need to talk to my prescriber and get them to send in a renewal. I called my prescriber (my doctor) and the nurse advised that this was not true and that they had renewed the prescriptions for a year 3 months ago. The nurse further advised that they had talked to Express Scripts (someone named “Gin”) who said the reason they had not shipped was a “billing issue”. This was not true as my account balance on their website was zero and I had a credit card on file with them that allowed them to charge up to $500 without any other authorization. So I called Express Scripts again and talked to another person with broken English telling me my doctor still needs to “renew” the prescription. Exasperated over getting the bureaucratic runaround I called my insurance company and pleaded for help. She called Express Scripts while I was on the phone explaining everything and then connected me to the Express Scripts rep who they said would resolve this. On comes yet another person with broken English telling me that the reason they haven’t shipped was that I “needed to confirm my mailing address”. This was unbelievably ridiculous since my address had not changed in 4 years and they had just sent one item to it a few days ago. So there you have it. Three lies in a row – “it’s the doctor” wrong, “it’s your billing” wrong It’s your address “wrong”. Nearly three hours of my time wasted. At this point I told the Express Script rep I was going to contact their corporate office and demand some type of resolution. She then promised they would ship the prescriptions out. I’m keeping my fingers crossed that they arrive but not overly optimistic. Express Scripts has to be the worst company I’ve ever dealt with. Avoid them if you possibly can.

I’m on the line and it’s looping, it’s always something wrong with this company

The reps we spoke with do not seem to be able to find exactly where your new Rx’s are in the process. That makes it difficult to expedite an order once it is in the loop. We were charged the $26 expedite fee 9 days ago and it still has not shipped. Every time my wife calls the ship date is pushed out. People we spoke with contradicted each other as if there was no record of the previous calls. AND they were lost once you went off script. In addition, the normal process times are very slow so plan on giving 3 them week notice when you send in a new Rx to ensure that you get it in time. Also do not use automatic refill. I was told by an Express Scripts rep that they do not start processing an order until the day the previous refill would end. Example: It starts the process on the 90th days after the previous shipment of a 90-day supply. In simple terms you won’t get it in time. It is better to go in 2-3 weeks before and manually refill it online. We were very disappointed in the service as compared to Geisinger mail-order who was very good. We will be moving our mail order to Rite Aid.