Rite Aid

Hi. I am a monthly user of the rite aid at 32015 Pacific Hwy South, Federal Way, WA 98003 where I get my pain contrate opioid prescription. I have been using this location for about a year and had been great up to this point. Yesterday I arrived to pick up my monthly pain contract prescription and the power went out on the entire block. So, they could not fill prescriptions, fair enough. I come back today and am told I already picked up my prescription. I reply I certainly did not. The first gentleman I interacted with was professional and not a problem, he then checked some stuff, checked with 2 other people and got his manager. He even said he remembered me being there yesterday and that I couldn't get my prescription due to the power outage. This is when the problems really started. The head of the pharmacy shows up and again claims I already picked up my meds. I reply I did not, and they had better find them (I don't know if you understand how big of a deal a pain contract is, but I can lose my treatment, go into drug withdrawal, and be banned from getting pain treatment if I don't get my med and have to try to get a replacement. In fact, what I was essentially being accused of, trying to get a pain prescription twice, is a felony). So, at this point I'm starting to get anxious and frustrated. Again, the head of pharmacy accuses me of already picking them up or a family member picking them up because the computer shows that they have already been picked up. I give her my phone and ask for her to take a picture showing they have been picked up. She takes the picture, gives me back my phone, and I see that it does not say they have been picked up but that they have been paid for, which they have my credit card on file to prepay for meds both for delivery and drive through pick up. I would think there must be something in the system that indicates where a controlled substance prescription is or whether it has left the building, but it did not show that. I point out that it only shows that it has been paid for not picked up and insist they look for it. They check one bin, I believe the one for delivery, and return to again accuse me of already picking it up. Seeing a pattern here? Again, I tell them to look more and they went off and looked further before coming back and again claiming I had already picked it up and it wasn't there. I again insisted I had not, and I was not leaving until they found them. They then finally huddled everyone up, talked for a minute, then one of them walked over to a counter off to the side where a lone bottle with no paperwork, bag, or anything around it sat and found it. At this point I was pretty angry and as a little worried that the bottle had been destined for some one's pocket there. But they got the prescription ready to turn over. Now after being treated very rudely, with a condescending tone and repeatedly, time after time, accused of a felony, I requested an apology. And the response I got was "No" and something along the lines of you don't need one, or we didn't do anything wrong with broken explanation of how it supposedly happened. I take my prescription and drive home still very upset and tell my husband. He has me call the store and ask to talk to the head of the pharmacy. Keep in mind at this time I did not realize that the person who was the rudest to me and kept accusing me of picking up the meds was the head of pharmacy. So, after we get her and explain what happened she starts arguing with about what happened, although in a slightly less rude tone and manner. I was still angry so was extremely pushy but even when my husband, Marine OIF combat veteran, calmly but firmly spoke to her and walked through our issues she still was rude and unapologetic. When he tried to explain that the biggest problem wasn't that there was a mix up, but how I was treated and then on top of that how when I simply asked for an apology I was refused and told I didn't deserve one and show apologize for yelling at them she claimed that never happened. I may have gotten the exact words incorrect but she sure as heck outright refused to apologize. Even on the phone call the closest she got to apologizing was telling us it got done incorrectly and it wouldn't happen again. At no time did she say she was sorry, that she was incorrect in saying, repeatedly, that I had picked up the prescription, nor did she at any time take any responsibility for the situation or acknowledging that she could have handled it better. And that is a major problem. As it stands, I will not be using Rite Aid for anything going forward, I will take my business somewhere where they treat the customer with respect. It's a shame because it was only this one incident with mainly this one person that was the issue, but you have lost my trust, not only in how you treat customers but how you handle pain medication prescriptions. What safeguards are there that I my meds will have to actually be dispensed to me rather than just charged to a credit card before it being assumed that I received them. I would appreciate a phone call so I can resolve this issue with someone higher in management as when I asked the head of pharmacy how to take my complaint higher to someone who wasn't the person I was complaining about she claimed to not have any contact info for a supervisor that she could share and that she did not know how to take a complain up to corporate.