Safeway

I have now experienced customer service problems at the Montrose Colorado Safeway Pharmacy on multiple occasions and it will be the last time I ever step foot in a Safeway or Albertsons store ever again.

My problem stems from the piss poor customer service and treatment of customers that this store has exhibited. I have consistently had issues with getting my prescriptions filled at this location. I have ongoing medications that require filling, and I can honestly set my watch by the problems created when getting this location's employees to do their jobs. They have next to zero common-sense problem-solving abilities it appears and the problems continue even when I have gone out of my way to facilitate communication breakdowns between not only my doctor's office, but also my insurance company customer service representatives.

My problem this time, (which is similar to every other time), began with me requiring a refill of 2 of my ongoing medications. These medications are vital to my ability to perform day to day activities and every time there is a delay, I suffer complications. I contacted the Safeway Pharmacy to check on refill availability today 01/11/2024. I contacted my doctor's office and had the medical staff call in for a refill of one of the prescriptions. The second prescription had a refill legally on file with written authorization from my Medical Doctor so getting them filled should not have been a problem. I contacted Safeway Pharmacy and spoke with Arial who was the pharmacy representative. She explained to me that they would be in processing, and it would take till after 3pm Mountain time before they were ready. No other problem or delay was expressed at that time which was approximately 10am that morning. I waited till after 4:30pm before going to pick up my prescriptions just to make sure there was plenty of time for them to do their job. Upon arrival at approximately 4:41pm I was told that due to an Insurance policy change that medical preauthorization was needed and a call from my doctor was required... even though this was an ongoing prescription fill and one that I have had prescribed for years, let alone that my doctor had called in this newest refill earlier in the day! I asked what exactly they needed and then stated I would call my doctor's office to get the prescription taken care of. It was told that both of my prescriptions would need this authorization. After talking with my doctor's office and then contacting my insurance company to solve this authorization problem, I waited another 2 hours to attempt to pick up my prescriptions after ensuring that both the doctor's office and insurance company were made aware of the problem and had contacted the pharmacy to solve this issue. When I returned, Arial stated that the authorization was approved for the one medication, but the other had not been authorized as of yet. I then stated my displeasure at how much of my valuable time was wasted on this problem and that I had contacted everyone involved and was assured that they had communicated with Safeway Pharmacy on this matter. I then decided to at least fill the one prescription since it was approved, and that Arial had verified that. I was then told that prescription was not put back in for processing by Safeway (her) and that I would have to wait longer until they could get it filled. I then asked about the other prescription and why it wasn't authorized yet. I was told that it was due to the insurance company being contacted by my doctor's office. I then explained that I had already talked with my doctor and the insurance company earlier and was assured it was taken care of by both parties! I then stated that I would go ahead and pay out of pocket price for that one prescription so that I could get it filled and just not worry about insurance coverage on that one since that was a problem. I was told by Arial that they could not do that due to Safeway Company Policy. I then explained to her how that made no sense since this was a prescription that was already on file with them, that they had been submitted an electronic filing for that particular prescription from my doctor and that this was not any brand-new prescription... being that I had that one filled for over 2 years now at this location! I was again told it was company policy and I would have to come back. I then asked to speak to the Pharmacist to discuss this problem at a higher level. I was not provided the name of this lady upon her arriving at the counter and she did not offer her name. She only commenced to parrot the same company policy statement that Arial had stated. I tried to explain to her the commonsense issue here and how it should not matter how I pay for my legal prescription as they have it on file, had spoken with my doctor already and had verified it as a legitimate prescription awaiting filling! I was then threatened with them calling the police if I did not leave because she didn't like my level or tone of voice! I told her go ahead and call them as I had not done anything wrong and she didn't have to approve of my voice level or wording, only that she needed to do her job! I also stated how they had wasted a massive amount of my time and fuel with all the traveling back and forth for my prescriptions and countless phone calls to attempt to solve the problem which they had created! After being threatened with calling the police again, I told them hell with them and left! I am now considering legal action due to the mental stress wasted fuel and time, and the medical problems which I am now experiencing due to being without my prescriptions for an extended period of time, and threats of police calling which I was faced with by these employees for Safeway Pharmacy. This is beyond unacceptable, and I will not rest till this matter is dealt with properly and solved to my satisfaction! These employees should be fired!

Ron Ringstaff