Walgreens

On May 22, 2023 I had my doctor transfer a medication the the Sealy, TX store because I would be traveling and this pharmacy was closest to where I would be passing through. I had my assistant confirm medication was in stock prior to me having it transferred. I received a call 3 minutes from leaving the doctor at 4:04 pm CST from the pharmacist Marcy (refused to provide last name) that her store was more then 50 miles from my address and that it was “store policy” they could not fill prescription’s for customers or doctors offices that are not within the 50 mile radius. Because I am not able to drive and my husband was driving and trying to ask me questions while I was on the phone I then told my husband in a brash way to stop the car I had to go back into the Dr. When I went to ask a question if she was still there and what I needed to do to get it processed she had hung up on me. When I called the pharmacist back she said I cursed at her and she will not have me talk like that to her. I explained it was not her that I was talking to it was my husband she refused to listen any further. Then refused to still not fill the medication and that I needed to find another Walgreens within my 50 mile radius. Which I had already tried to do but it was not in stock and I explained to her that we had previously confirmed they had the medication, and that I would be traveling and going through that area tomorrow and she still refused to proceed. I asked then for my assistant to call to see if she could pick it up since she lives within the 50 mile radius and she told her that she would not do business with me and that she had contacted the doctors office. My assistant then asked her how to transfer medications from one Walgreens to another and the pharmacist refused to answer her question and hung up. My assistant then called me and told me. I then called the pharmacy and asked to speak to the store manager. I sat on hold for 15 minutes. Once the store manager answered the phone, Julie (who also refused last name) told me that the pharmacist had already given her an update to the conversation and that it was store policy they could not fill it. I then asked them who they spoke to at the doctor because while I was waiting On my assistant to call me I had called the doctor to see if the pharmacist had called and what did we need to do to get it filled. Which was a lie because the doctor confirmed they did not receive any calls. So then she said it’s a controlled substance (ADHD) medication and they were out of stock. So she then hung up. I called back again to get the store number and the managers name and pharmacist name and confirm they did not have it in stock and the manager at first refused to give it to me. I then explained that I have the right to this information to file a complaint with her company and also that I would be reporting it to the State Pharmacy board, which I am doing after this complaint, and she then proceeded to tell me that I have no valid complaint and why am I complaining. I simply said they are refusing to derive a customer over there own assumption and that they provide poor customer service even after we asked for further assistance with how to follow policy so that it may be possible to transfer. The manager then proceeded to then tell me that the pharmacist stated that I didn’t fall under the criteria list to fill a prescription at there store. I then proceeded to ask for a copy of this list, she refused, then I asked her how she new anything about me if I don’t live within the 50 miles and she only asked me to verify my social and spoke to me for literally 1 minute then made an assumption and hung up on me? I then asked her what she did when prescriptions that are out of stock need to be refilled don’t they process a request? The store manager stated that they do request it and that it could take 3-4 days. I then said then let’s do that because I’ll be coming back through in my way home. She then said no because I don’t fit the criteria and then I said but how do you know you haven’t spoken to me to verify anything to even answer my first and last name in the conversation that we have had. She then told me that it’s out of stock and then I told her that she would have to process the request and then we would pick it up. Again, she refused to move forward and told me to speak with Mariable at my Dr office because that is who she spoke with. I let her know there is no one by that name at my doctors office and there is one billing lady, a receptionist, the nurse, and the doctor and no one’s name is mariable. Then she proceeded to studded and I said okay I have had enough, store number and names of you and the pharmacist. She refused, I then told her that I have the right to that info and that I advised her early on of my intent for the information and that I was not going to continue to run in circles and that she was clearly refusing to service me and then finally recieved the info:

Store number: 10681

Name:Julie last name refused to provide

Title: Store manager

Name: Marcy last name refused to provide

Title: Pharmacist

I am requesting in this complaint a copy of store policies for medication fill criteria along with patient prescriptions criteria for my records. This is unacceptable and no leaves me with out medication for the entire month which I need to take daily. My doctor does not retransfer controlled substances and this was explained several times.