Wanna read my beef letter to Eckerd?

On Friday, Feb. 23, my doctor called in a script around 2pm or so. At 6pm I called the store to make sure it was ready. First, they couldn't find the prescription, but then after spelling my name again, it was found. The clerk on the phone informed me that the product was not in stock and would have to be ordered and would not be in until Monday, 3 days later.

I asked the clerk to find another store with the product and he asked me what other store I would like to go to. I explained that the next nearest store would be fine. He said he didn't know the area because he lives in Queens. I rattled off a few other towns and he went through the computer and found the product in your Massapequa Park store. I asked that the prescription be transferred to that store and was informed that since my doctor called the original prescription in, he would have to call the other store to get it filled. (I confirmed later with my doctor's office that this is not a normal practice.)

My doctor was already gone for the day since it was after 6pm on a Friday. The clerk then told me that I could substitute something else for it that is over the counter and should do the same thing. I explained that it's probably unlikely, but he was sure.

I called my doctor's office the next day and they called the other store to fill it.

As you can see there are a lot of things that occurred that are off the charts wrong and convey bad customer service:

1) The store didn't have the product and wouldn't have it for 3 more days. When was I supposed to find this out? I imagine I would have driven down there to find that out .

2) With a call informing me about the product not being available, there should have been arrangements made to have my prescription filled by another store and give me the option of going to another location.

3) The clerk lives in Queens and he didn't know what other store would be closer. What kind of excuse is this? I'm sure you have lists of all of your stores and this isn't the first time you had to refer a customer to another close by location.

4) I had to bother my doctor twice to have his office call another one of your locations because his original call to the Plainview store wasn't sufficient. It is the same company right? Also, this isn't the first time I had a prescription called in. I have been a regular customer for years in the Plainview store.

These are the major points I would like you to be aware of. Because of this, I will be taking my prescription and OTC/beauty product business away from Eckerd.

Re: Wanna read my beef letter to Eckerd?

My DH equates picking up our prescriptions from there as stepping into one of the circles of hell.

Re: Wanna read my beef letter to Eckerd?

I remember one time I had conjunctivitis and when I brought in the scrip they told me it would be ready in a day. I totally flipped and they said they would do it right away. I ended up sitting there for three hours.

That was my last trip to Genovese(aka Eckerd) and it was over 10 years ago.

ETA: I love your letter - concisze, to the point and perfect!!!

Message edited 2/25/2007 7:31:37 PM.

Re: Wanna read my beef letter to Eckerd?

Good job!

Re: Wanna read my beef letter to Eckerd?

Re: Wanna read my beef letter to Eckerd?

Good letter! Support a local independent pharmacy. They appreicate your business and are much better.

Re: Wanna read my beef letter to Eckerd?