Express ScriptsReviews of expressscripts.com

Worst customer service reps ever endured, wow.

For the umpteenth time I received my diabetic needles damaged. These people insist on shipping flimsy paper boxes containing hundreds of needles in an equally flimsy plastic envelope. By the time the USPS delivers it to me the envelope has been through hell and the contents, which are pen needles, are scattered throughout the envelope, the box is crushed and some needles are damaged and can't be used. I complain to Express Scripts repeatedly and ask them to NOT ship these needles in this manner and they sound all concerned and sometimes apologize, just to do it over and over again. I don't know how we have slipped to this level of mediocrity, but saving a few bucks on filling prescriptions like is is tantamount to insanity. I don't wish ill will on anyone, but this has got to stop and get better. I certainly understand why some people get violent towards others, especially when basic needs are not being met, which you are paying for, and then get blown off by incompetent bureaucrats in an organization that only cares about the bottom line. Pathetic. Not worth what we waste on this aspect of healthcare. I never had this problem using a real pharmacy, like the one at the corner of happy and healthy.

Express Scripts employees are not the board members making decisions that harm patients. Fernanda, a customer service representative, is an excellent employee who deserves recognition for her work. She showed what strong customer service looks like—asking thoughtful questions like, “Can I help with that?”, “What do you need?”, “How about this?”, and “Let me check that for you.” Fernanda connected me with a pharmacist who clearly explained the prior-authorization process for my medication. She also provided the phone number my prescribing physician needed and, most importantly, she listened. While front-line employees can’t fix corporate-level decisions, the way Fernanda and the pharmacist handled my call made a difficult situation easier and kept it respectful. Thank you, Fernanda, and thank you to the pharmacist for your help—you were both awesome.

Terrible service, terrible communication, terrible coordination with doctors office, not-proactive on behalf of customers who pay their premiums every month. I have had a prescription for Wegovy for over two years and have successfully filled the prescription with Express Scripts multiple times. Now I have had a prescription tied up in pre-authorization or delivery or communications for over three weeks so I'm out of medication now I'm going to look at another couple of weeks to straighten out the snafu at Express Scripts and then I'm going to have to wait another four or five days to get my Mehdi medication so that'll make it a month late despite calling them and asking them directly to speak with the doctor they refuse to they only take inbound doctor calls and then don't tell a doctor when to call or what they want. So that's about the worst pharmacy I could ever imagine and it's here right now.

Express Scripts for Tricare people taking generic medications is an absolute joke. First example: I take 2 generic meds for high BP and a generic statin. Combined for all 3 meds(90 day supply) is $9.81 at Walgreens and it is filled in 24 hours. Express Scripts is $13 copay each or $36 and will take 2 weeks to get to me. 2nd example: I was given a new med by my Dr. Express Scripts put a hold and called and said Dr needs to call because there was an issue with the instructions. That already took 3 days to notify me, and calling them just puts you into the voice prompt system that you just have to keep saying “representative” until you reach a person. Sent the script to Walgreens. Out of stock the day I sent it to them. They overnighted the meds, filled the next day and I picked it up the that day. For a copay of $4.14. Why Express Scripts needed an explanation but Walgreen’s was able to fill is beyond me. They are just a joke.

Why does this pharmacy continue to delay sending medications? This has happened the last three times. Each time, I call repeatedly to get the medication sent on time. Each time they tell me I’m free to call my physician to get an “emergency” order filled through a retail pharmacy. Why? I am retired military, and I am getting the medication filled through YOUR pharmacy. If you would just fill the medication, there is no need for an “emergency” supply. Customer service is a joke. When I called yesterday, the rep was clearly irritated. I told her my concern was that they’d had my prescription for a week and nothing had moved, and the weekend was coming fast, during which time they do not ship refrigerated medications. She said they ship seven days a week. I asked when it had changed and she said, “Nothin’ changed. I been here a minute and that’s what I always heard.” I asked to speak to a pharmacist and was placed on hold. When she came back, she said the pharmacist could only answer clinical questions but had confirmed medications shipped on weekends. I repeated, “The pharmacist said they ship on weekends?” She said (clearly irritated), “Yep.” She asked if I wanted to speak to a supervisor since I “didn’t believe her.” I told her it had nothing to do with believing or not believing, that I was only trying to get factual information. I asked to please speak with the supervisor. The supervisor was much better. She confirmed they only shipped refrigerated medications Monday through Thursday and she was professional and helpful. My medication is still coming at the very end of my previous supply which makes me a bit nervous. I don’t understand why we have to play this game every time. Everything about this pharmacy is inept and I am looking for another one.

I have to fight every month to get my diabetes medication due to Express Scripts idiocy. Every month I spend at least a week without meds jeopardizing my health because of these clowns. Why Blue Cross/Blue Shield contracted them is beyond me. I'm looking in to filing a complaint with my state AG and encourage others to do so as well.

I call the main help number that was on my app and no matter what I did or how many times I said "representative" it just took me on circles and would not let me talk to a live person. Not recommended to call if you already have high blood pressure because mine was through the roof by the time I gave up and hung up. What a terrible company.