Express ScriptsReviews of expressscripts.com

I requested prior authorization for a med. The 1st time I called, the CSR said Express Scripts will fax a form to my doctor's office the same day but doctor's nurse never received the fax. 2~3 days later, I called to follow up, another CSR says she will call my doctor's office the same day right after my call but again, no phone calls or messages. The nurse says she tried to enter information online as ES instructed but the online submission was so difficult and kept giving errors. The need for the med is time sensitive so I 100% trust my nurse's diligence. Any way, the CSRs just lied every time and didn't do what they promised to do. The online status still says it is only on step 1.

My encounters with Express Scripts have been incredibly disappointing. I’ve mostly turned to GoodRx instead due to the prolonged wait times—often a month or more—for approval. Express Scripts tends to contest prescriptions vehemently, creating hurdles for doctors and pharmacies by demanding detailed justifications for medications. My doctor has found it impossble to collaborate with them and strongly suggested seeking alternative prescription coverage through my company. Dealing with Express Scripts has been a distressing ordeal, leading me to give up on any hope of a smoother experience.

On two occasions express scripts has completely failed me. They want to take over your script as a mail delivery but then they leave it as processing for weeks. When you call you get so many different responses…. It’s ready to be shipped , we need info from your doctor etc…. When in all reality everything they told you is all wrong. I have been so misinformed over and over again. I will NEVER allow them to take over any of my scripts for a mail delivery.

Absolute plain incompetence. Letters that direct you specifically to their website or app and when you go to those sites there’s NOTHING about what the letter referenced. Listing of participating pharmacies on a letter with my address that are “near you” that are actually 750 miles away. The company is obviously run by morons who have no clue what they’re doing. Unbelievable bureaucracy. But it’s cheap so your company might force you to use it. Then they make you buy multi-month supplies that YOU then have to store properly and keep fresh and available. More examples of companies putting the work on the consumer to save them money, but do our insurance costs go down as a result?? Of course not. Terrible customer service and experience.

I am in the process of changing my insurance. There is no obvious place to do that on the website, so I called customer service. The woman who answered seemed like she had never heard a question before about how to do an insurance change or where the link on the website was. And she was extra snarky: "I really don't understand what you're looking for, ma'am." When I sorted things out with my insurer earlier, their CS person was amazing - too bad Ann or Anna or Yanna or whatever she said her name was hates her job so much.

Express Scripts appears to me to be the lowest quality pharmacy I have ever had the misfortune of encountering. How is this company still in business? Do they simply run the cheapest lowest quality possible prescription mail order pharmacy (that appears to run on foreign call centers and robocalls) and win the 'lowest bid' for companies that wish to spend as little as possible on employee prescription benefits? They call you via robocall, provide no information, pass you to a offshore call centers with non-native English speakers who then ask you for your PII (Personally Identifying Information) , again without context. At this point, I am thinking, "is this an identity theft scam?". After providing your information to someone who knows nothing about your account or medications, you get transferred to another department where someone (again) asks you for the same personally identifying information (full name and date of birth). This person is at least able to pull up your account and tell you (sometimes) what the call is about (e.g. counseling with a pharmacist for a new medication). This 2nd person you speak with (3rd if you count the robocall) cannot do anything either except verify who you are (why didn't they get that info from the 1st person you spoke to?) and pass you to the pharmacist. Once you get to a pharmacist (after 2-3 other people plus an Interactive Voice Response (IVR) automated phone system) they may actually be able to help you, if you are lucky.

Do Not use Express Scripts. They will not send you your meds. Will give you the run around. I have ran out of my meds more than once. They want me to call the doctor to get more prescription sent to them over and over. I think they must be using the extra prescription to sell on the street. I have 3 refills that I had to call the doctor on 10-20 to ask him to send more prescription. Now they need to have the doctor says yes the prescriptions are ok for home delivery. I mean Express Scripts you are a mail order business. You don't have any retail stores so how else would I get my prescription from you.

This company is no longer efficient. I needed to ask a question and after going through their horrible robot answering system was told I could leave my number and they would call me back when someone was available to talk. So they call me back and a robot tells me to wait on hold while they assist other customers! What the hell!? And they’re always having to check with the doctor on refills. They’re driving me nuts!