Drugstore
Reviews and Complaints

I have unsubscribed from their emails eight times over the past two years. I have called them three times to obtain assurance that I was actually unsubscribed -- each time they promised I would be removed from the list. I still get their unwanted emails! How can these people be made to listen?

Taking more than 2 weeks to transfer existing prescriptions (a 10 minute process) and to fill and ship new Rxs, which have been received by them. They also failed to fulfill an advertised buy 1, get 1 free Rembrandt Toothpaste offer and refused to fulfill a $5 off a $20 Rembrandt purchase. Gave a $30 credit which they revoked, after they weedled my credit card number from me.

Drugstore.com cancelled my 08/05/2010 auto refill prescription order without notifying me and they have also deleted my prescription from my account. Customer service hung up on me when I called to inquire. Will need to go to local pharmacy to see if they can transfer my prescription or call my doctor for a new prescription.

Drugstore.com send me an email advertising 20% off entire order. I clicked through and shopped. The 20% discount was reflected at checkout. However, when I got the invoice for the order, it showed only a $5 discount! They ripped me off to the tune of $17. I immediately tried to cancel, but they said they were"unable" to do so. Now I have to hassle with Paypal for a refund. I will never shop with these thieves again.

I ordered a Durex Play Gem on a spend 25.00 and recieve a Durex Charm/Luna for free. Recieved only the Play Gem in clearly defective less than new condition. This company has firewall protection to block your complaints.

This leads me to the belief that they think they can get away with this because of the personal nature of item ordered.

I ordered Yardley talc and received it without the sticker on its cap. Queried the customer care and receive a rude answer "WE ARE NOT THE MANUFACTURER", Boss, You know what you are shipping..

Hi there, Retere! My name is Dean and I'm a supervisor with drugstore.com Customer Care. I'm very sorry to hear about the gift card that was missing from your order and the poor Customer Care experience you had in trying to get the matter resolved. We would welcome the opportunity to make it right! Please send an e-mail with your account/order information to fbhelp@drugstore.com and a member of our support team will look into this and reach out to you.

Hi there orlis92, I am a member of the management team at drugstore.com and I would like to extend our sincere apologies regarding any inconvenience our subscription e-mails have caused you. Please send an e-mail to fbhelp@drugstore.com with your account information and I will ensure all steps are taken to cease all future e-mails.

My name is Ruthann and I am with drugstore.com Customer Care. I am very sorry to hear about this experience and would like to make this right fo ryou. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]?
Thanks and sorry once again!

Hi There,

We are very sorry to hear this! At your convenience, can you please e-mail fbhelp@drugstore.com with your order details? We would be more than happy to look into this for you and make it right. Alternatively, you are welcome to call us at [protected].

Thanks!
-drugstore.com Customer Care

I placed a prescription order 5 days ago and it has not been shipped. It is "in processing." slow.

I have had a prescription ordered from Drugstore.com for over two weeks now. There have been several screw ups and this store seems like a Junior Achievement project without the achievement. Be very careful before you transfer a prescription to this bunch!

I have unsubscripted from their emails eight times over the past two years. I have called them three times to obtain assurance that I was actually unsubscribed -- each time they promised I would be removed from the list. I still get their unwanted emails! How can these people be made to listen?

I ordered Yardley talc and received it without the sticker on its cap. Queried the customer care and receive a rude answer "WE ARE NOT THE MANUFACTURER", Boss, You know what you are shipping..

Hi there, Discone! My name is Dean and I'm a supervisor with drugstore.com Customer Care. I want to offer our most sincere apologies for the mixup with your orders. It is rather out of the ordinary for this to occur and we would like to investigate this matter on your behalf. Please send an e-mail with your account/order information to fbhelp@drugstore.com. We would welcome the opportunity to try and make it right!

This business scams consaumers. I ordered a product in a particular fragrance and when I looked at my receipt it showed that I had ordered the product in a different fragrance. I immediately called the help number (it was a matter of a couple of minutes) and was told that they would try and cancel it. I told them that I couldn't accept the product they were sending due to an allergy to the scent. I wanted to cancel that order and order a more expensive product from them in the fragerance that I wanted. I received a response immediately by e-mail stating that they could not cancel my order. I then immediately received another e-mail stating that my order had shipped. THIS TOOK PLACE IWITHIN LITERALLY A MATTER OF MINUTES. I now understand why they pull this scam. Their return policy does not guarantee that I can get A refund, only a credit. They will also charge me a $5.00 return shipping fee plus a handling fee. They are crooks BEWARE AND DON'T DO BUSINESS WITH DRUGSTORE.COM AS THEY ARE UNSCRUPULOUS

Hi there jrtorrent. My name is Dean and I'm a supervisor at drugstore.com. First of all, I want to apologize that we did not find and respond to this complaint sooner. As you've provided your account information I will be reaching out to you shortly via e-mail and would like an opportunity to explain why you received no initial responses from us and make this right. Please watch for correspondence from me shortly. Once again, please accept our apologies.

I am sorry to hear about the recent experience you’ve had regarding your drugstore.com order. We would like to have this issue resolved to your satisfaction. Please feel free to contact our Customer Care department and ask to speak with one of our supervisors - we will ensure you are issued a full refund for the order you had tried to cancel. We look forward to hearing from you soon and have this issue resolved. Please accept our apologies for any inconvenience and frustration you have endured as a result of this matter.

I ordered some products as I have in the past years. They wrote me later the products got lost in the postal delivery and if I still want the products or my money back. I didn't think much about it because I have ordered before without incident. I said please send me the products. Again nothing came and now no one answers. Not drugstore.com or the tracking of the postal services. I am very unhappy. I now am NOT recommending them to anyone anymore.

Hi there, Kip92. My name is Dean and I'm a supervisor with drugstore.com Customer Care. I'd like to apologize for the matter outlined above and for the delay in addressing this complaint. Should you happen to receive this response, please send your order number and e-mail address to fbhelp@drugstore.com. We would like the opportunity to make this right!

Hi there! My name is Dean and I'm a supervisor with drugstore.com Customer Care. I'm very sorry to hear that you didn't get a response to your e-mail inquiry. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]? We would welcome an opportunity to make this right for you!

Hi Nikki,

We are very sorry to hear this and would like to investigate what happened. To do so, we require either your drugstore.com order number or e-mail address that you registered with us. Feel free to email us this information at fb@drugstore.com, or give us a call! We are open 24x7 by calling [protected]. Thank you, and sorry for any inconvenience.

-drugstore.com

I ordered 4 bottles with afterschave products from Clubman Pinaud) and received them by mail.
but there was one broken bottle (bottom) and so it was empty.
I send them a mail including 2 picture´s so they can see the bottle was still sealed and they could see the dammage.

Then the returned me a mail where they say that they can not send me a new bollte due to security isseus...
But they will refund me the costs of that bottle.

Normaly i would say ok, but they also wrote that i than can order a new bottle, are here then no securrity isseus ?

i dont see the difference...
I only know that if I do this i will have to pay again 15, 38 euro for shiping... Because i´m from the Netherlands.

So I asked to explain me why.. but got only same answer over and over again.

I ask them to send me a new bottle.
I ask if they would pay 50% of the shiping, and i would order a new bottle and some more products.
I asked if they maybe could come up with some coupons so the shiping cost would not be so high.

but not clear answer.

they advertise on there site with this tekst:

Damaged / Defective - Nonprescription Items

My order was damaged or defective, how do I get a replacement?
We are very sorry to hear that your order arrived damaged or defective. drugstore.com tries to always provide the highest level of service possible.

We will be happy to replace the damaged/defective items in your order. In some cases, we may request that you send the damaged/defective items back to us, while in other cases we will request that you dispose of the items appropriately. Please do not throw away your damaged/defective items until you have spoken with a Customer Care Specialist.

To have this issue resolved in the most time efficient manner, we ask that you contact a Customer Care Specialist by e-mailing us using the following address: mailto:drugstore@drugstore.com

In your e-mail, please include the following information:
Your order number. The name of the product you received damaged or defective. Whether you prefer a refund or a replacement order.
A Customer Care Specialist will respond to your message as quickly as possible.

Well if I may say i dont think this company has a good customer service, else they would sent a new bottle, or atlease come up with a
solution to share the costs. to sent a new one (while it was there bad pakkaging why the bottle broke )

Sorry Ruthann, I have no interest in returning to a company who ignored me for all these months. The time to talk about how to keep me as a customer would have been when I called several times in January. If Drugstore.com had any level of good customer service, it would have been displayed them. Really, trolling for past cusomters on a blog? Things must be worse than ever for you guys. Hint: invest in some good customer care training.

My name is Ruthann and I am with drugstore.com Customer Care. I am very sorry to hear about this experience and would like to make this right fo ryou. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]?
Thanks and sorry once again!

Forgot to mention that I was not informed when I checked out that I had to send a copy of my DL for the one item. I received an email a day later but since it was the end of the year with the holiday and family in, I didn't see the email until the day after that.

They merged or were sold—that's what happened! I am glad that is cleared up! I too was an extremely satisfied customer since '98 or '99. I had a horrible experience too long to explain in full but in a nutshell—placed a huge order at the end of 2010 to use up my FSA account money, they needed my ID for ONE item in the order so they didn't send the WHOLE $300.00+ order. When I called, they lied and said that they never send incomplete orders. I had actually placed 2 orders that night and that one was sent in two shipments, days apart. I told them this and they didn't care. I also mentioned that I had been shopping with them for over 10 years and had many orders sent in more one shipment. Still didn't care. I was never was treated like a valued customer and they never apologized. I haven't shopped with them since and I haven't heard from them either. Guess that tells me how much they care about my business. CVS treats me great!

My name is Ruthann and I’m with drugstore.com Customer Care. I am very sorry to hear about this experience and would like to make this right for you. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]?
Thanks and sorry once again!

My name is Ruthann and I am with drugstore.com Customer Care. I am very sorry to hear about this experience and would like to make this right fo ryou. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]?
Thanks and sorry once again!

I like to cancel my order of Super Beta Prostate. Please do not send me no more bottles. I will pay for them.

Drugstore.com sent me an email promising 20% off my total order. I clicked through and shopped. My checkout reflected 20% off--about $22.00. On my invoice after the order was complete, however, showed only a discount of $5.00--! I immediately tried to cancel the order, but they said they were "unable to cancel." WHAT A RIPOFF! Now I have to hassle with PayPal for a refund. This is actually the second time something like this has happened with drugstore.com. the first time I thought it was my mistake--this time I know they deliberately ripped me off.

Then I again say, talk to a lawyer. They will be able to give you better advice than strangers on the internet.

Your "disability" gives you no right to physically threaten someone. If someone was picking on you, you should have gone to your Human Resources rep and filed an official complaint. Then go talk to a lawyer if you think they discriminated against you, breaking the Americans with Disabilities Act.

But all in all, I'd say tough luck. You threatened someone with physical harm. You got what you deserved.

Hi There,

We are very sorry to hear about this and would like to make it right for you! At your convenience, can you please send an e-mail to fbhelp@drugstore.com, or give us a call? Our number is [protected]. Once we have your account details, we would be please to look into this and resolve it to your satisfaction.

We look forwarding to hearing from you!

-drugstore.com Customer Care

Same thing happened to me, except I was on one computer, one login, one ip. My order got wiped out, seemingly randomly. I went to add an item to my cart that had like 5 items in it and it was surprisingly empty. I passed it off to fluke and when I added the items back to my cart, the price on the backordered item tripled. I've also had really bad experiences with their prescription ordering. On a first time order it took a month. Another time it was only two weeks on top of the two week leeway they recommend. I've been ordering both rx and regular items for about 10 years too and am extremely disappointed. They'll need to reduce prices on non-rx items to get my business again. They've lost me forever on prescriptions. I can't play their silly games for weeks on end when i needed my prescription yesterday.

I put in an order with Drugstore.com, as it appeared that theirs was one of the lowest ptices. They had a lot of anoying changes on my order, but I continied. My eyes are bad and I have a 25" screen on my computer, so it is difficult for me to write anything. When it went to closing the order they had me down for tax.. In my state thereis no tax on medical items. On top of that, the US Constitution clearly states in Article I, section 9, Clause 6 that no tax or duty shall be laid on articles exported from any state. This means they pocket the tax. I tried to contact them, but no addreess or phone bumber appear to contact them, so they are either stupid, or don't want to be nothered. I cancelled the order. I don't know if they will contact me, or just sell my debit card number. We will se, andthat will be another matter

I can recommend a reputable pharmacy www.pill24.org I received the order and it was on time and the pills work great.
P.S. 5% discount coupon code: 9sh73h

This used to be a good company with good prices and great customer service. Not anymore. After over 10 years of shopping with them I stopped after a terrible experience in which they couldn't care less about my problem. In a nutshell—placed a huge order at the end of 2010 to use up my FSA account money, they needed my ID for ONE item in the order so they didn't send the WHOLE $300.00+ order. When I called, they lied and said that they never send incomplete orders. I had actually placed 2 orders that night and that one was sent in two shipments, days apart. I told them this and they didn't care. I also mentioned that I had been shopping with them for over 10 years and had many orders sent in more one shipment. Still didn't care. Also mentioned that I wasn't notified when I placed my order that I needed to provide an ID, that I received and email about it a day later. Still didn't care. I was never was treated like a valued customer and they never apologized. I haven't shopped with them since and I haven't heard from them either. Guess that tells me how much they care about my business. CVS treats me great!

I am sorry to hear about the recent experience you’ve had regarding your drugstore.com order. We would like to have this issue resolved to your satisfaction. If your could please reply to this post with your order number, we will ensure that this issue is taken care of. Alternatively, please feel free to contact our Customer Care department and ask to speak with Jason. We look forward to hearing from you soon and have this issue resolved. Please accept our apologies for any inconvenience and frustration you have endured as a result of this matter.

Drugstore.com recently filled a Rx for which I should have been charged $109.00 plus shipping. The refills had run out, and it is for a costmetic. Without authorization they altered the refill request to be for X3 per month, sending me three times the quantity ordered. This changed the price significantly to $309.99. They say that they will issue return tag for merch and credit my card, but that it will take weeks. I don't believe for a minute the change was not deliberate. Anyone else experience something like this?

I ordered a critical prescription from this company on 8/3/2010. I kept checking the order status for shipping details. After 2 weeks, it still had not shipped. I called to complain (26 mins on hold) and was told the prescription would be shipped OVERNIGHT with no extra charge (a bald-faced lie). The next day, no prescription. Same the next day and the day after that. I called back to inquire and was told the pills were out of stock, but expected to be in the next day. The customer rep had no answer when I asked WHY they didn't notify me that the pills were out of stock. The rep made yet another promise to OVERNIGHT the prescription, the pills were due back in stock the next day (another lie). Now another 5 days have passed and still no prescription. I have canceled and will never use this company again. The prescription was for my cat who has an autoimmune disorder. In the meantime she has become sicker and sicker. This company has no scruples - they couldn't care less. They don't answer email inquiries either. I wish I had found these complaints before I ordered. Don't trust them.

Since drugstore.com sold off their prescription service to some other company, service and delivery have fallen apart completely. In the past month, I too have experienced similar non-shipment and non-communication about prescriptions that they had filled flawlessly for two years. They mysteriously canceled a prescription order with no communication to me whatsoever about it (insurance problems? couldn't get hold of the doctor? who really knows). They left 3 prescription renewals "in progress" with no updated information for more than a week. I depend on taking my medication promptly and regularly to manage a chronic condition, so when I run out of a prescription because the supplier screws up, it's very upsetting.

I don't recommend ordering from drugstore.com for anything you actually depend on.

I suspect the company is on its way down the drain. I don't feel like going along for the ride, my health is far too important to leave in the hands of these idiots.

I placed an on-line order for a Norelco shaver which Drugstore.com has a promotion offer for selected models. I set up payment through paypal in the morning and the transaction went through without any problem. However, they sent me a cancellation e-mail stating that my order was cancelled without including any reason in the email. I called and the only explanation they gave was that they ran out of their stock. Don't they have any real time system to check their inventory as orders are placed to keep that type of mistake from happening. I would consider that false advertisement as the store cannot fulfill its order. The girl asked if she can help me for something else. I told her that they just lost a customer and I would advise against anyone from buying from them. DO NOT BUY FROM THIS VENDOR.

Drugstore.com cannot be trusted. Do not use them. I ordered critical medication that was ordered well in advance of need. After one month they notified me that the order was not shipped despite my receiving an order confirmation from them with a shipping date. They had been a reliable company for nearly a year, but when they sold their prescription service everything fell apart.

They refused to make the situation right by overnighting the medication. I cancelled the order and will NEVER shop with them again !

On Tuesday, April 5, 2011, Drugstore.com discriminated against me due to my disability. I am very disappointed in Drugstore.com's policy when it comes to harassment. I was harassed by by another temporary employee for at least 2 weeks... being somewhat bullied, picked on, and being among antagonizing, patronizing, belligerent comments, getting stickers stuck on my back and distracting my work when I was already in pain from my sciatica.

After his comment about- "Why don't you just go jump out a window?" I asked him in return, "Have you ever seen the movie "Color of Night" with Bruce Willis and Jane March?" He kept on with his behavior and I simply said, "You need to stop your behavior because it is not welcomed and it's also harassment. If not, perhaps you would like a fist shoved up your a--." I said "perhaps", I never said I was going to or that I would.

The comment I made is a type of comment that comes out of me since I am bipolar, and my bipolar is about 85%-90% depression, 5% happy, and 5% angry. Bipolar is nothing but highs and lows and usually it's lows for me. The temporary employee nor Drugstore.com doesn't know my life as a victim (yet, I choose to be a survivor) from people and my own family- so, I don't have to go into it. God knows, my woman knows, and I know that I would never hurt anyone and what I said to him was NOT a threat. He was threatening me and my character, integrity, and you don't say to someone "why don't you jump out of a window" when the person who is being told that has tried to commit suicide 4 times.

Drugstore.com failed to make "reasonable accommodations" for my disability as they didn't know of my disability, nor did the co-workers. This is in violation of applicable laws with those that have disabilities. They ended my contract that day and it's frustrating because I brought the problem to the manager to address and I was the one let go. :(

I transferred a very critical prescription to drugstore.com, mainly because the price was significantly less. I was informed it would take about 1 week total to transfer and ship. It is now 2 weeks, and this company has lost my prescription, and caused me physical harm by my not having the medicine.

I have done everything possible; I have called my doctor to have them send a new one, they say the prescription is expired. How? My doctor called it in this morning. Then they make attempts to place another transfer from Walgreens. This is a controlled medicine and cannot be refilled without a doctor. Now I have been informed it appears I am doctor shopping or trying to get multiple prescriptions.

The company that owns drugstore.com is BioSCrip, they refuse to take phone calls, they only allow ###s at a call center who have no idea what is going on. They blame lost emails, failed computer system, and a host of other excuses. I have finally taken the step of filing a complaint with the Medical Board in my state to investigate. They are placing people at risk.

Take the extra few minutes and file a complaint with your state Medical Board. They are not only causing serious inconvenience, but they are jeopardizing peoples health.

This is so wrong on so many levels it's almost a joke, but it's quite serious.

Despite the few dollars savings never order from this company !

I am having the same issue! I tried transferring my prescription from Walgreens to Drugstore.com almost one month ago after Walgreens announced they stopped accepting my Blue Cross insurance. They sent me a "prescription confirmation" right away but never shipped my medication-- each time I've tried logging in to check on my order for weeks it has been "pending" because they are "contacting my doctor." I have NO trouble getting through to my doctors office, so either they are doing nothing or maybe they are robo-calling my doctors office? I am 6 months into a high-risk multiple pregnancy and not getting this prescription is endangering not only my health but also my entire pregnancy. I can't wait around a month to get a prescription. Customer service has been either robo-calls (not a real person) or else unresponsive. I've ordered non-prescription items from them many times in the past and have always had a good experience but this has me reconsidering ever ordering from them again. Buyer beware!

My name is Ruthann and I am with drugstore.com Customer Care. I am very sorry to hear about this experience and would like to make this right fo ryou. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]?
Thanks and sorry once again!

My name is Ruthann and I am with drugstore.com Customer Care. I am very sorry to hear about this experience and would like to make this right fo ryou. Can you please send an e-mail with your account specifics (order # or name) to fbhelp@drugstore.com or give us a call at [protected]?
Thanks and sorry once again!