About Express Scripts
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Express Scripts Reviews
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This company received my doctor's prescription for my medication on February 8. By February 14, I had been out of my medication for four days, and their website kept saying they would process it "soon". I contacted Express Scripts and over a half hour conversation with their CSR was assured that a "rush would be put on the back end" and I would receive my medication in 3 - 5 days. I got an emergency supply of meds from my doctor for seven days. Yesterday afternoon (2/16/23), I got a message from Express Scripts that my shipment was "delayed".
On calling them, I was put on hold, repeatedly, for more than 45 minutes while the CSR searched for someone who could or would help me. Finally I told him I wanted to cancel the order and I wanted documentation from them that said they were unable to fill my prescription as written in a timely manner. By the way, they were NOT out of stock on this medication - the CSR checked. Finally he came back on the phone again and said the "pharmacy tech" said the order had been shipped out yesterday (2/15/23) via DHL, even though on their website the prescription was still showing as "delayed". He gave me what was supposedly a DHL tracking number, ending in 703-3, which I repeated back to him accurately. I had written the number down as well, so I could track it myself. Well, surprise, on entering the number on the DHL site, it returns an "invalid tracking number" message!
This organization simply does not care what happens to its customers - they are strictly in it for the bucks. Never again. I get free meds through them through my Medicare Advantage plan, but I would rather pay a little bit and get better service from my local Rite Aid, where people are actually ACCOUNTABLE. I am unfortunately on a lot of medications at my age, and I'm pulling every one of them from this sham of a company where no one takes responsibility for anything that happens. May they know the joys of bankruptcy soon!
I have a rare debilitating condition. If I don’t have the meds I need I cannot function or leave my home. So upset by this company. Can’t get 1 of the meds; 2 together are needed. Fighting to be heard all over again. It took years to be dx with what I knew I had. I’ve gotten them the PA’s from the right prescriber, gotten them the credit card info, had to deal with customer service people who are not helpful or compassionate. I’d rather pay more at the pharmacy where my pharmacist knows my name and helps than be triggered all over again by a customer service person who has no capacity to actually help. Tired of fighting.
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Express Scripts work hard to get your business. They call often and send mail frequently. I decided to try one of my medications and it was less at my local pharmacy. Then another medication last year I called them and they were a fraction of the local pharmacy. No issues until just recently when I went to refill this same medication. It went from $150 to $457 for a 90 day supply due to my deductible. But, I’ve had to call my doctor 5 times now, as they wouldn’t fill it without multiple calls for pre-authorization. And I kept calling and getting a different agent and they would seem confused.
Last week I was told they would expedite my medication as I’ve been out now for over two weeks and I had a refill from last fall. Today the agent said that is not true and I don’t and it’s going to take another 7-10 days. Then the agent told me today that everything has finally been cleared on their end and they are processing payment right away for $1,429.00. WHAT!? Hold on, for my medication? What happened to the $457 from last week? The agent explained that this is the deductible and there is nothing he can do, that is the cost. So I canceled everything, closed my account and dealing with my local pharmacy again thank goodness. I’m now three weeks without my medication, been playing the phone game for a month now and they have no idea on their end what is going on. It seems it depends on the agent you get on the answer you will receive. I advise against using them at all.
I am required by my insurance company to get this particular drug from Express Scripts. Every time it is ordered it is never shipped right away. I have gone without medication on several occasions. I have called to have them overnighted. Customer service lied. Said it was. I received it five days later. Again, without medication. Call center is in another country trying to understand what they are saying. Every three months I know I will not get my medication, so I have started taking less so I at least have something. If you do not have to use them, don't. You will be disappointed.
Worst online mail order pharmacy ever. I thought Optum was bad. Their IVR system is determined not to let you through on the phone (hint: hit a million random numbers that include # and * and don't answer the automated questions or you will never reach a human being); they make it impossible for my doctor to send them a script, so that instead I have to try to call them to send HIM a request or it never goes through; they demand pre-authorizatons for every two-cent pill, unlike every other provider in the universe, thus making my life and my doctor's life utterly impossible -- and then the cash prices they charge before your deductible kicks in are significantly higher than Walmart -- so why bother?
You might as well just go to Walmart and pay full price there and skip all this hassle. I am strongly considering cancelling the orders that are currently out there and just getting scripts for Walmart instead. (My pills are all cheap.) I have spent two weeks trying to get my scripts handled and I still can't get it straight and now have to make a wholly unnecessary doctor's visit to get it straightened out in person because XS is so insanely confusing, no one knows what they want, ever. Including XS, since both me and my dr have been given totally contradictory information over and over.
We are sorry about your experience & want to assist. Please email ExpressRxHelp@express-scripts.com your member id, phone number, handle name, date of birth and how we can better assist. Thank you. ^SJ..
I have prescribed pain medication that I’ve been taking for quite awhile and need to use a mail order pharmacy…I've had major back surgery, my knees give me a
lot of trouble and I’ve got arthritis in my hands and fingers…I am out of state taking care of my elderly mother and the local pharmacies will not fill my prescription…ES has in the past so I was going to use them again…I had problems with them in the past but I would eventually get my medication…It was never on time…they always let me run out…They do not care about your health… I was told one of my prescriptions was processing and they needed a doctor review for the other one…if my doctor didn’t think I need them he wouldn’t prescribe them…I have a good doctor and I trust him…The medication has absolutely improved my quality of life…
After a week of waiting on the one that was processing ES then tells me they aren’t filling that one either…the person I talked to told me to go to therapy…he is not a doctor and doesn’t know my history or anything about me…I have had alot of therapy, injections that are painful and expensive and major back surgery just so I could walk…ES treated me as a drug addict who is just seeking pills…that is very insulting to me…I will never ever use them again…they have caused me immense stress…they really do not care about your health at all…Pharmacists are not doctors …I can’t believe they think they know better than your doctor. They should be put out of business..They don’t deserve any stars but I had to give them one so I could submit my review…,.
Where do I start? My Dr sent prescriptions for my 6 meds to Express Scripts on 01/30/23. The next day, E.S. contacts me needing payment in order to process the order... no problem, so I immediately handled it. On 02/02, I checked the App and saw the order was being processed. I decided to call and see if I could get a ship date because I was down to my last week of meds on one of the prescriptions. First, I was informed that I needed to pay - I looked and my Bank showed the transaction with E.S. from 01/31 - so we finally got that one fixed... then I ended up spending 2 hours on the phone being transferred back and forth between reps and pharmacists to find out my order was scheduled to ship on 02/06, so they recommended I call my Dr for an emergency supply... but one nice lady said she talked to the pharmacy and was assured that they could probably ship my order by 02/4.
Well, here we are on 02/06 and still no order has shipped... I called back and as of today, my order shows that it will not ship until 02/16. I was told I have the option of going to my local CVS and having the meds transferred for local pick up, but It will cost me a few dollars more... I won't be receiving the benefit of the E.S special pricing and convenient home delivery... but I also will have my meds that I need and I won't be frustrated with the IMO unacceptable service I have had to tolerate from this company.
On a positive note - I've learned a lesson - the peace of mind on knowing my meds will be waiting on me for pick up later in the same day of my Dr visits is worth more that the few dollars I'd save from using E.S. CVS was more than happy to help me transfer my meds. Now, pardon me while I rest for a bit before I tackle the mission of trying to get my $300 refunded.
I have been a new customer about 2 months now. I used to use Pill Pack for my Pharmacy needs. I was told to switch due to my insurance coverage. I have had nothing but trouble with customer service since the beginning of this whole transition. After finally getting to switch from Robo call to a live agent after repeatedly asking 3 times telling robot, "I need live person." The customer service was about as useful as the robot. If I asked Pill Pack for immediate refill they would have at my doorstep the next morning. After going to my doctor my meds were changed. Express Scripts received my new script the same day. After checking online they said it was filled but will not be shipped until April. This is what I needed to change. Agent said to call my Doctor and have him call into local Pharmacy. If I need to call and pick up at Pharmacy, what do I need them for? This company has been terrible in my short term of dealing with them.
I have spent almost an entire month battling with Express Scripts. 1/1/23 I switched my benefits to my husband's plan to save money. I previously had CVS Caremark and they were wonderful. If name brand was out- they automatically replaced. If you wanted to pay for name brand you could. The generic version of my medication is out nationwide.
My doctor was proactive putting my new prescription in for an increased dose that I needed before I ran out. Well now it's been 25 days of back and forth with express scripts to get an approval. My doctor submitted a pre authorization for the name brand- denied. They did an appeal -denied. They basically cornered me into using their mail service and swore they had the generic in stock. It's now been a week since they said I'd receive it and guess what, they are out of stock.Now they told me my doctor has to submit ANOTHER PRE AUTHORIZATION to get the name brand approved due to a nationwide shortage. THEY KNEW THIS!!
My medication is not supposed to be stopped cold turkey. I am suffering when there is 0 need for it. They should be investigated. I have no idea when or if I'll ever receive my medication.
Express Scripts has reached out and indicated they will credit the balance.
Our state government uses them as one of several prescription medicine suppliers. Years ago I tried to order from them and it was ridiculous process which I ended up cancelling. Accidentally my doctor's office send a prescription renewal to them instead of Walgreens (my preferred) and when it showed up I sent it back unopened. Since then they’ve been billing me and have turned it over to collections. I informed them that I didn’t order it and it was returned. Apparently they don’t accept returns and it is now ‘refusal to pay’ and unresolved. Annoying, uncommunicative, and predatory in my book - I would not recommend using this ‘service’.
Express Scripts Company Information
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- Express Scripts
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