Express ScriptsReviews of expressscripts.com

I switched to Express Scripts after one too many rounds of extreme frustration with a particular chain pharmacy and provided everything is going well, I have no complaints except for the following: 1. getting prescriptions sent through from my docs is a headache for them. It often takes multiple tries. 2. ordering refills? Forget it. Must send a new Rx. 3. need to reach a human? This is the same all over with the ai answering systems, so they aren't the only one, but getting through the tiresome process often has me shouting at my phone. Once I DO reach a human, the problem can be solved quickly and with minimal effort at their end. If there was a way to send a message to alleviate these headaches, that'd be great, but the onus falls on patients, which is absolute BS since they're the corporate business. 4. Do NOT get me started on the absolute frustration over going paperless. I am constantly receiving paper notifications and when I log back in to find out why that changed, I see that my settings have been changed. Now, this isn't a start of the year issue. Nope. This happens multiple times--with new (renewed) Rxs and most recently, it's happening almost everytime I request a refill. This has me worried that if they can't handle seemingly simple things, what is going on that I don't know about. Positives: receiving my Rxs, relatively ontime when it's working, and not having to wait in line at my chain pharmacy.

They need to train staff. They don’t know the answers when you ask them simple questions. One customer representative called my insurance company to find out answer to a question. Health insurance stated prescriptions and health information is separate. Nothing in writing. Call up and left with u answered questions. Terrible

Rigid, impersonal service—great for bulk prescriptions, but useless for short-term needs. Felt like dealing with a system, not a pharmacy.

Apparently, Express Scripts has adopted a totally AI generated customer support platform. As a result, no matter how frustrating, the AI platform does not transfer customers to a human being.

I received an email requesting me to approve refills for 2 prescriptions from the Express Scripts website. The website rejected my password and did recognize or locate my account when I tried to change my password. After calling the phone no. on the back of my prescription membership, I was transferred 4 times to different resources to find someone who could access my account and approve the refills. The agents assisting me were difficult to understand because of their accents, and no one was able to advise me how to avoid this problem in the future. So after 30 minutes on the phone with customer service people, I got these refills approved, but no resolution moving forward. The last agent I talked to kept talking louder, but not clearer, and then hung up on me. Worst customer service I've had in quite a while, though I have no complaints regarding the mail order service at all. Just the customer service departments... all 4.

Nothing yet but I just ditched Amazon and one huge difference is that Express scripts works with local pharmacies. And because for Part D I had to choose Wellcare because every other drug insurance wanted $150,000 or more for my orphan drug which is shipped by a division of Express Scripts. And in 20 years they've rarely made a single mistake I chose Express. It took 20 minutes for them to know myedications. On line. Amazon took forever. Over a month to acknowledge coverage for a drug. It can't possibly be worse than Amazon. They got revenge on me by refusing to supply the drug they'd screwed up with. CVS caremark I wouldn't get near. Before my husband retired his corporation used them. They are awful. I will get some drugs filled retail. Goodrx can be helpful now and then. Drugs that I can't get 90 day supplies of. But for those boring drugs they've been fine. And not as opaque as Amazon was. I don't think Amazon is truly dedicated to this business. None of them are really. But at least express will refer you to a retail pharmacy if you're in a hurry. At a health center or a grocery store ( Kroger's) whatever. Amazon pretends that only mail order matters.

Express scripts on numerous occasions denied medication coverage due to no generic brand available. Two of them, no generics exist. Both doctors wrote on forms as to why the brand name was medically necessary, and the medication was still denied. One medicine I had was temporarily useful. I was given 1 refill as an in case, but I never needed to fill it. Fast foward to the 60 days mark of not refilling and I get a letter from Express Scripts stating "We care about you and your health and well-being and we noticed you have not refilled medication 'x' even though you have one refill available.....", talk about a joke. They deny a brand medication because it isn't manufactured generic, but they 'care about me and my health and well being'?. Try pulling someone else's leg. Trying to get different medications covered by express scripts was always a challenge. We are now with a different company and so far no issues. All medications covered and with no copay and no rejection by insurance. One good thing about them was their swift timing in shipping approved medications.

I have had an ongoing Rx through express scripts for over 20 years when suddenly they stop carrying it. They say it is a short term med and they need to carry meds that are for everyday use...Really? 4 times a day for over 20 years and suddenly I can't get it. Another med I needed they will not carry because it has limited uses. They used to be a good place to deal with, and living 50 miles from the nearest military base very convenient. However, if I can't get my pain meds or my complete list of meds from them why use them at all? Some of what they now charge me 12 bucks for I can get for 3 bucks at the pharmacy. Since they are no longer convenient it may be time to swap...