Express ScriptsReviews of express-scripts.com

Terrible customer service. It took me 12 months to get a prescription filled. Three times my doctor sent a prescription to Express Scripts. They were rejected because it wasn't for a 3 month supply. I called my Dr back to have them call in a prescription to a local pharmacy. The local pharmacy was out every time. I called several pharmacies until I found a similar type drug. I called my doctor and asked them to call in a prescription at a different pharmacy. Went to pick it up. It required another preauthorization since it was a different medicine. The 2nd refill prescription went through the same run around but now they rejected it because it was the same does as the 1st prescription. Now on the3rd refill attempt time had to get another preaithorization, then a preaithorization for the same dose. Now I need to sign up for Omada, which I already signed up for a few weeks ago. Now I'm supposed to call Omada to find out why Express Scripts doesn't see my account. This is a monthy prescription but it takes months to get it refilled every time.

This is the worst pharmacy I've ever encountered. They cancel my BP meds which I've taken forever. On new RX they want multiple conversations with my doctor before filling the RX on a simple drug. Several times they just cancel the order. They are horrible. I had optum before and never had an issue with any my RX.

Zero stars. It is an absolute nightmare dealing with this company. They contract their customer service is outsourced to some foreign land where they have no expertise whatsoever. Their website is not user friendly either.

My son needs ADHD medicine and due to being a controlled substance this needs a new prescription every 2 months. And every two months Express Scripts is incapable of processing the order in time for him not to run out. No matter how early I place it, it is always coming too late. I have dealt with this for 2 years, every two months, calling, escalating, to even have it arrive late. Then I need emergency pills via the local pharmacy, which requires more calls and authorizations from DR's and express scripts. Its maddening how many hours it takes every two months to eek out the medicine and even with this, its always late and frustrating. And costly for the company, to have to talk to live call center folks, that pass me to someone else, that escalates to someone else, that writes and email to someone else, I have not witnessed a system so broken on a consistent basis as this. What a systemic problem.

I am disappointed that I can't give this company 0 stars. My prescriptions was called in by my doctor on 9/16 I didn't get it until 10/4. Now if this was the first time that would be one thing, but it is not the first time. So, I think I will go back to CVS (they suck too but not as much as Express Scripts).

Terrible. Waited over 10 days for medication that I was out of. They kept saying it was shipped. I will never use them again.

First time user and will switch to the local pharmacy. The automated AI system is the worst I've dealt with. The microphone is so sensitive that a small noise will cause it to repeat. Customer service tries but is dealing with a bad system. This is much more trouble than waiting in line for medications and I don't know that it saves any money. Looking at the reviews, they are all bad so this one will have little impact. They need a new head of customer service/experience to fix the mess they created. I hope the executives try it out incognito so they can see how bad it really is.

I have NEVER had a seamless experience with ExpressScripts — and I have two children who require daily doses of controlled substances due to ADHD/ASD. Not once. Never. Doesn’t matter the situation in the years I’ve been doing this as a parent — whether it’s the script, processing, shipping, delivery, accountability, resolutions; nothing. The company has no idea how to effectively run a company of this magnitude — and unfortunately, it doesn’t matter because families have no power. They must use this company because of their insurance [like myself], so their incompetence goes completely unchecked. I absolutely hate it. Examples: 1. Lost medication and no protocols to rectify such as claims against the shipping company. 2. No source of resolutions for mistakes the company makes — paying for a new bottle, paying for expedited and overnight. 3. The level of repetition required to get an answer. 4. Been hung up on 5. I had to call 3 times in 48 hours — and sat on the phone for 3 hours and still didn’t have a resolution. 6. I had to repeat 4 different times to 4 different people the address where the medication needed to go. And they misspelled the different parts of the address each time. Why don’t they have a system that autogenerates when you type in the zip code or beginning of street? 7. Tone of customer representatives. Useless. 8. NOTHING that was said to be completed by previous people was ever completed —- which required me to then call back and follow up on their incompetence—which then led to more waiting and incompetence because what was supposed to be accomplished wasn’t. And when I checked online for this updated information, it was not there. 9. Certain Customer Representatives apparently have different accessibilities — so if I call with a question concerning my son’s medication, I may or may not be able to have my question answered depending on the person who answers the phone. Consequently, I’m constantly transferred to different people. 10. It took me being on hold for 30 or MORE minutes for a supervisor to be available — and this was after speaking to someone for 10 min who didn’t have access to any of my information.