Express Scripts Reviews

I have used the mail order service for 8 years and have had nothing but problems the past year. It takes over 10 minutes to navigate to speak to a person, then often gets disconnected. They send an email saying they’re processing then one saying they can’t because I need to have my doctor call them (which he is tired of doing) then processing then saying doctor said I don’t take it any more when I see a copy of the script in patient portal. I’m transferring all of mine to our local pharmacy because I can’t deal with the constant hassle for every script. They’ve gone way downhill this past year.

My insulin pen is on automatic refill. Since I did not get it in July, I reviewed my app. It showed no refills left... hmmm. Ok - I call them and finally speak to a real person. She tells me they faxed and called my dr but no response. I was on with her for 45 minutes, I call my dr and they said they got nothing from them until 3 minutes before I called. They sent it in and I get an email notification from Express Scripts saying - order is cancelled. Confused, I call them again. They tell me - it's out of stock. I asked why the first gal didn't tell me this. No one can answer that. And get this - since the order is cancelled - it goes off auto refill and I have to call them back in a week to check if it's in stock.

When I had my DR send in the script electronically, I had to wait four days for the pre-authorization, ok I can live with that. Then it was approved and here I am still waiting for it to be processed five days later. I called on a Friday, gentleman at customer service said it should ship on Monday, I called Monday, I spoke with the Pharmacist and she said, it is ready to go out it is on ice. My question to them, why does it take so many days to process when they already have all my info and track other prescriptions from other pharmacies I have received. I can go to my local pharmacy and have it ready the same day, but here it will be coming up on one week and it still hasn't shipped. I will be transferring my prescription back to my local pharmacy after this 30 day supply if I ever get it.

I am an NP working in pain management. They abruptly stop my patient’s pain medication that she has been on for years, citing clinical concerns. After two of our providers spent over an hour on the phone, on two separate occasions, we got transferred no less than three times to people who could not help us. Finally, after an hour and a half, with patients waiting, they get me to the pharmacist. They say they have held it up because they need to speak to the provider, but when we call they are not available. Then they still have no good explanation for why they cancelled the patient’s medications. It is infuriating, and they are holding up care, for both my patient and the patients that are waiting on me for an hour while we try to resolve this on the phone. Then when we get to the pharmacist they continue to make us wait. This is a horrible business model.

Filled a script that my insurance does not cover & mailed it to my house, at a cost of 5 times what I can get it for at Walmart. Won't take it back of forgive the order I'm stuck with the bill, this is nothing short of theft. If prescription is not covered I should be notified of options. This is not a pharmacy & there is zero care for participants.

I love Express Script, they are great! I get my meds cheap and the pharmacist are all helpful. I cannot say that for all customer service people but they do a great job as well. Just like every company you have some that are moody and mad from the time they get out of bed. I have all my medications in a bag in the fridge, and my kid put them in the freezer to put his stuff in the fridge. I found out late, they were frozen when I found out. I called Express Script, took three or four times but it was done and I was happy. Except for two people who told me I have enough to last me awhile without asking me why I wanted early refill, it was great experience. I just wished the processing time is less than 5 days, I will keep using them. They are great, and better than my local pharmacy.

I don’t know why there are a bunch of 1 star reviews. Express Scripts flawlessly handles three of my prescriptions and they are always delivered in a timely manner and the customer service is excellent. I am very happy with their service and will continue to use it, I don’t go to in person pharmacies any more.

I ordered a prescription that needed to be kept cool. It arrived HOT. I called and had to play 20 questions with a so-called pharmacist who kept insisting that the prescription should still be okay even though everything says it will lose its efficiency if it gets overheated. I can't believe how useless Express Scripts is.

Time sensitive Rx promised in writing within critical timeframe, then delays with no explanation. Arriving beyond usefulness. Very untrustworthy operation. The Rx is extremely expensive and completely useless to me at this time.

Updated on 08/01/2025: I am also attaching the response from Express Scripts - faking their “concern” after two months of coldly not caring at all. Express Scripts is trying to have my review taken off! They are calling me “Ginger” because I use my wife’s email. I am Robert **. I just don’t know how to set up this email stuff. My wife is my caregiver. We have to use Express Scripts because they are the pharmacy for PEBA, my wife’s State Insurance plan as a retired teacher; but if you have a choice, run fast and hard away from this cruel, mean company!

I have spent a month trying to get my account fixed so I can log in on my phone app. Express Scripts keeps sending me a link to use. I have reset my password more times than I can remember. I have spent hours on the phone with them and it’s still not working. I’m going to call my congressman and ask him get involved since it’s Tricare-a government contractor. I’ve never seen so much incompetence and that’s saying something.

Among the 10 worst companies that I have done business with in my life. 22 phone calls attempting to get problem resolved. Received multiple commitments that were not honored. Originally, they had the wrong fax number for the doctor. Did not follow up with the doctor to determine problem. This was only resolved after five phone calls. Once medicine was finally approved and prescription was "filled", I am in that same status for three days indicating waiting on shipping. What company takes three days to ship something. They need to change their name to "Slow Scripts" to represent themselves correctly. They must have had to be the lower bidder to get the contract with the University.

Express Scripts has been nothing but a nightmare. I can’t go to a regular pharmacy because if I do the price is triple what I normally pay. Then certain medications I have relied on for a year or more are all of a sudden not covered. No warning. No heads up to look for alternatives or start tapering down to avoid issues and side effects….This “pharmacy” or “service” really makes me miss the good old Rite-Aid days.

ExpressScripts is an absolutely awful service - I have never before had this much trouble getting medication. I have never once been able to get my medication without issues on their end. Their websites falsely stating I don't have refills when a telephone operator of theirs confirmed I did have refills. Once this issue was solved, the website said the medication had to be pre-ordered and wouldn't be available for 3 months, which, again, a telephone operator confirmed to not be true. This operator was able to process an order of this medication for me, but it has been long past the time they said the medication would ship and I cannot even view the order on their website. Their website currently states I have no refills available, when their operators have confirmed that I do in fact have refills.

I have had nothing but issues with Express Scripts. Their customer service is awful. For example, my doctor ordered two prescriptions a week ago. Neither one has been filled even though both scripts were sent directly to Express Scripts from the doctor's office. I called Express Scripts and was not satisfied in that it would take up to another two days just to ship the scripts to me (so with shipping it would be yet another week to get the scripts to my home). I feel this is unacceptable service. It should have taken no more than a day to process and ship the scripts to me. There was no need for them to verify the scripts with my doctor as they were REFILLS.

My health insurance uses Express Scripts as does my Medicare, this means I have 2 accounts with express scripts and they have a hard time talking to each other making it a pain in the back to get my prescriptions filled, to make things worse express scripts requires an outside pharmacy to fill one of my meds while only covering my other meds if they fill them so my doctor has to send separate scripts to separate places and then I have to fight with express scripts to ensure the scripts are sent to the correct account. If ever given the choice I will never use express scripts again, even if my meds are cheaper, the hassle has not been worth it.

This company is absolutely the worst company I have ever dealt with. When my husband’s employer switched to this company, I basically lost all of my prescription coverage. I had 3 prescriptions that my other company covered no problem but these jokers have denied all of them and I am paying out of pocket for all of my prescriptions. If you are an employer considering this company for your employees, don’t do it. They are only saving money for employers because they don’t cover anything but you are hosing your employees. Representatives from this company called me and gave extensions that didn’t exist and names that no one recognized when I called the number they gave me to call them back.

Inconsistent fill dates that are not the same. Each month a 30 day prescription. Claims get an approval 32 to 35 days. Meds are never authorized on time even though I pick all up the same time, customer service is useless and none of them know what they are talking about. They just continuously lie to you, they definitely need their license revoked for jeopardizing people's lives.

I have experienced nothing but complications with getting prescriptions filled through Express Scripts. I have no choice but to use them as they are the company that Fresenius Medical use for their prescription plan coverage. Once I was not notified that my medications had to be filled for 90 days at a time and that I had to use a certain pharmacy. Found this out at almost 1700 on a Friday when the doctor's office was close. I had to go a week with blood pressure medication when my blood pressure runs in the 200s over 130s. Second went to get prescription fill app says it is covered then pharmacy tells me it is not covered and the cost was almost $1400. Called express scripts they said, "Oh no that medication is not covered." They told me alternative.

Unbelievable. Often you think you've ordered a prescription, the rep has even taken your order, the express scripts site through insurer shows it's in process...only to learn that they need "action" on your part. Then you spend the time and energy giving them the info they now say they were waiting for, only to find that there is more action....then someone from their end needs to "put a release on your prescription for some special reason none of the 2,200 reps you've now spoken to have mentioned"..finally when you are now about 90 years old and dying from old age you realize you still don't have your medication. A physical pharmacy is far far less a bother than their antiquated confusing ordering system. On some prescriptions it goes ok, but it's rarely consistent. Good luck!

This company will outright lie to you. If your insurance provider allows any other company to be utilized I highly suggest you do so. Company lied to me on numerous levels for days about my required heart medication, insisting it was shipped out. It wasn't. Then told me it was shipped out 1 day! As I'm on the phone with them using the tracking they provided it clear as day says 2 days USPS, not 1... Oh their system hasn't updated. No, you lied, medication still hasn't arrived. Will be seeing negligence damages and filing with any governing authority who allows it.

This is not the first time this has happened to me. Express Scripts does not follow the doctor's orders for the distribution of medication. A prescription for medication written by an MD is not to be altered by the pharmacist. Well, in my case they have and I have been out of medication. For 3 weeks now ZES incompetence is breathtaking. Find another provider.

The company that refuses to change. I couldn’t log in to my account because they kept sending a code to an email I never received, despite many tries, and their support for online services is strictly by phone. Someone should tell them it’s 2025.

My medical insurance is through Medical Mutual of Ohio. It is not uncommon that I receive notice that a prescription will only be applied to the deductible if ordered through Express Scripts. I comply, but it seems impossible for “express” scripts to send Rxs without multiple requests and, as far as I can tell, they have no autofill option.

My insurance company requires me to transfer to Express Scripts. The website said that they have the prescriptions but are waiting for the doctor to send the prescriptions?!? I called customer service and the rep put me on hold while they contacted me doctor. After a few minutes, the rep said they have all the info and will be putting it in the mail soon. I paid for expedited next-day shipping. I haven't received anything from Express Scripts, so called my doctor to see what they can do on their end.

Why can’t anyone get anything right here? I was forced to switch to ES and they cancelled one of my meds and my dr office never received the info for 3 other meds I need. I’ve had to call them and my dr’s office both 3 times now. I’m pissed.

ZERO starts, the WORST company. I really hope Tricare looks at other options because I would pay more and go out of my way to never use them again. The woman I spoke to was terrible, do not call them or they will only mess up your order even more : (

This company is the WORST. Customer service is horrible, lacks the ability to actually provide any guidance or assistance. Multiple calls with the same outcome. Going on 5 weeks without my needed medication for a prior authorization. When you call they will not give you what is actually needed, but just say they need the provider to call.

The WORST prescription insurance I’ve ever had! I always have an issue and I’ve been on 5 medications for the past 15 years. Always want prior authorizations or will only fill a certain amount at a time. Customer service is terrible & I even had one rep yell at me on the phone. Wish I did not have to use them but no choice.

Unfortunately, the concept is a good one but the follow through and the company is the worst prescription service We have had to deal with. Terrible customer support, sending medications to wrong locations, no communication when things are returned to them. If you are a consumer that has to deal with this dysfunctional company because your employer uses this as their WAY TO KEEP COSTS DOWN, I am sorry you have to deal with express scripts. THIS IS MY SUGGESTION: IF THERE IS A CHOICE BETWEEN EXPRESS SCRIPTS AND ANY OTHER OPTION GO WITH THE OTHER OPTION!!!

We Love Express Scripts! Trick is having your doctor hand you your handwritten prescriptions then send pics of them to Express Scripts. My family is never going back to Walmart for prescriptions. Walmart had us all fooled making us think they was cheaper with $5.00 flat rate fees on some meds, only to find out those same meds have no charge on Express Scripts. And the ones that Walmart charges $46.00 for one month supply, only costs $46.00 for a 3 month supply on Express Scripts.

Honestly if I could rate them below a zero I would. I'm paying out of pocket crazy costs for my medications because they don't cover Anything that I take. I'm trying so hard not to use foul language but something really has got to give. Paying hundreds out of pocket for medications not covered by an insurance that I pay form is absolutely ridiculous and disheartening and if I had a choice, I'd make it but I don't so I to work a 2nd job just to pay for meds my insurance won't. I HATE this.

It is rare that I write reviews about anything related to the medical industry, as I have worked in the medical field for many years and can understand the flaws, especially on the operations side of the industry. However, there is a first time to have to write a review, and it starts with Express Scripts. My dermatologist has sent in a script to Express Scripts in mid-April for a specific injection. Express Scripts has cancelled my script twice, end of April and end of May. My dermatologist sent in all the correct information including a prior authorization and I have also provided a co pay card for payment and Express Scripts still has the audacity to not fill the medication properly. Constantly always giving the runaround.

I had my medicine filled with little to no hiccups. As of early June I received and email that Evernorth will take over the fulfillment of this medicine and that I had nothing to do as the order will refill automatically. Fast forward to late June and the messaging on the app changed and it was asking me to find another pharmacy. It provided search option and sure enough Evernorth is top of the list and is covered. So I choose that! Then nothing happens. I call the first time and the lady says "No worries" and places the order. Next day I get a text my order was cancelled. So I call again and go through the process again. They say we need a new prescription. So I had to reach to my doctor and two days later the prescription is resent!

Due to a shortage of my medication, I can only get it through ExpressScripts. Because it is a controlled substance, it takes them 2-3 weeks to process and ship the prescription. I realized this week that my prescription would not be arriving before I left for vacation. I called them on Tuesday to see if they could possibly express ship it to me prior to my Friday departure (so that I would have it since I'm already out of it and so that it would not be melting in 100 degree mailbox).

I've been waiting 2 weeks for my prescription and it hasn't even been shipped and when it is, it will take another week. Contacted them numerous times and had to deal with their horrendous voicemail every time. Called my Dr yesterday and she sent in a script to Amazon which I self paid, $6, was shipped within hours and will be here today.

I have been using Express Scripts for a while but this last year it is the worst. My medicines are now arriving a week after they tell it will. I have to call every order to get a rush on the meds. Customer service seem to have no clue what is going on and all they suggest is that I talk to the pharmacy about what will happen if I don't have the medicine.

If I had a choice to leave Express Scripts to provide prior authorizations I would!!! They are horrible to work with. Sent everything they can EVEN when you have your Doctor prescribe medication that is needed. The employees give you incorrect information and refer you to website even when the website provides options to request an appeal through them via phone. My daughter has been denied 3 medications for her eye issue and we are on the 3rd week.

Not the express-scripts of old, prices are higher than I get at my local pharmacy, ordered once to try and will never order again, what a joke. My heart meds which they should be able to beat hands down couldn’t even beat that.

Absolute worst to deal with. Never have my daughter’s medications. Continually having to call and transfer scripts in and out due to backorder issues. Won’t make coverage exceptions when they’re lacking. Always down to the wire and running out of medications my medically complex toddler has to have. I would NEVER use this if I had the choice. Unfortunately my insurance is stupid and forces use.

Will ship prescriptions that you don't want and not ship the ones you do want and need. You get deluged with voicemails, emails, snail mail, and texts. Worse the messages they send you contradict each other and if you go on their website, you get more contradictory "information". It's like having a stalker ex. In the 6 months that I have been using Express Scripts, I have had to call them a minimum of 10 times to get clarification and try to straighten things out. Don't use this program unless you want to have a non-ending frustrating string of communications.

If I could give it a zero, I would. Our insurance will only provide our son's medication through Express Scripts. Both times, they have been exceedingly late. Both times, they have taken over 2-weeks to process the prescription. Both times, we have run out of meds. Their customer service people are of no use. They apologize profusely and sympathize, but when I need meds, they are of no use. They claim to "escalate" an issue, but nothing ever comes of it. I tried to get the prescription refilled early to avoid any delays, but even that didn't work. If it weren't for the insurance company's requirement to fill through them, I wouldn't use them at all.

Happy to pile on here - this is one of the worst companies I've had the misfortune of using. They force you to use their shipping service in order to get 90 day supplies of medicine (which is typically the cheapest option). The medicine takes weeks to arrive and I've had nothing trouble. They send me meds when I've turned off automatic refills costing me hundreds of extra dollars. They are difficult to get on the phone and their automated phone service is HORRIBLE - it will make you want to throw your phone through a window. It is constantly glitching, asking you to repeat yourself, etc

Express Scripts is the WORST company I have ever had the displeasure of dealing with. They deny medications even after a doctor has provided a PA and refuses to even cover medications that they previously did cover. If anyone’s employer is considering changing to Express Scripts I suggest they immediately contact their HR department and do everything in their power to stop the conversion to express scripts. Pitiful isn’t an adequate description for this company. Criminal is more appropriate.

I have been using Tadalafil 5mg for a few years. The price use to be 4%.00 for a month supply, Today I paid $259.00 for the prescription. I don't understand this company. This is one of numerous problems. I am going to get in touch with HIMS to see about a better price for the same medication.

I was prescribed a medication on June 17th. I have been on numerous phone calls and spoken to 10+ people. My medication is still being denied even though I have complied to their demands. They are not professional and most representatives that I’ve spoken to are incapable of doing their job.

My most recent experience with express scripts was nothing short of a nightmare. On June 15, 2025, my insurance changed regarding a medication I am prescribed. Express Scripts was forcing me to either use their mail order pharmacy or have the prescription transferred to Walgreens. The only downside to having it transferred to Walgreens is the fact that Express Scripts suddenly decided they would no longer cover a certain dosage of the medication I was on. So I would have to pay over $1000 for a month supply. Otherwise, I could use their mail order pharmacy for a 90 day supply for $200 co-pay. Obviously, I chose to use mail order. My doctor electronically submitted my prescription to express scripts very early on Tuesday morning June 17.

Here is the ULTIMATE example of a "sub" company "specialty pharmacy" - whatever that is in the business of NOT assisting people who need their medications. Let's start here - left hand has NO IDEA and DOES NOT CARE what the right hand is doing. Simply put they are completely missing ANY customer service. Adding on to that - their wait time on hold is averaging 40 minutes each time you have to call - and THAT is a great deal if you truly need to get those medications. Rude, threatening and just plain unknowledgeable covers the "phone" people - IF you ever talk to them.

Worst pharmacist ever. Do not use Express Scripts. First time ordering the cost was 10X less than the refill order. I cancelled - will never use again. The computer option to refill scripts is horrible and then the actual person I spoke with was just as bad. So cost and customer service get NO stars.

Dr wrote prescription but needs prior authorization from Express Scripts, no company should be allowed to judge if you need a medication. If your employer has express scripts good luck trying to get the medication you need.

Express Scripts is a joke for customer service. I had a doctor prescribed diabetic medicine with 3 refills. First they say payment is needed before shipment of a refill and when prepaid they say the doctor needs to call with an authorization, when they had the refills prescribed on file. Express Scripts then blames the healthcare company, saying it needs individual prescriptions, when the doctor already prescribed and I have been on the medicine for years. Express Scripts has probably killed many with their inadequate service and violations of obvious rules of conduct

The absolute worst. Have had so much trouble filling R/X orders. Have to use because of work benefit, but otherwise would never recommend. Constantly charges pharmacy you can use and customer service reps just use a manual for any conversation.

They are difficult to work with. You can never get a live person on the phone. They print wrong fax numbers on forms for Prior authorizations. Just a pain in the butt. If you don't need anger management before working with them, you will after.

I usually skip giving negative reviews but this experience deserved this review. I would give this company a 0 if possible. I am completely out of meds that are needed and were ordered for a refill three weeks prior. I called after 2 weeks because they had not arrived. They had no record of my order or the confirmation number I had from the order. They reordered the refill while I was on the phone but would not expedite the order even though it would be close to the day I would run out. Not receiving the order as expected, I checked the status and IT WAS CANCELLED AGAIN. I have refills on it. When I called to inquire, the call center fought with me as I had a question for the pharmacist.

Horribly, terrible, please do not ever use. If you happen to need a medication (why would you have a prescription if it’s not necessary for your wellbeing/survival) don’t EVER use this company. They will never tell you when your prescriptions are going to be delivered, I have been on the phone with customer service multiple times, talked to the head of the department, etc. All they say is “it’s out of our hands”. How can they not be sued out of business? Refusing to tell patients when their prescriptions will arrive should be a federal offense. Insane. Nothing on the website tells you, the tracking number tells you nothing, the service they use with USPS does not provide any dates or information. I have been waiting TWO WEEKS for my medication to arrive!!!!

Cigna Express Script pharmacy is totally incapable of delivering your drugs in a timely manner. The customer service is hard to reach and they talk with pre scripted sentences. They have no intention of helping the customer. They only recite what they can do. Their pricing is convoluted. If you care about your sanity do not use them.

Very frustrating to refill my prescriptions. This is my only option for my maintenance drugs. It seems that the pharmacist always finds a way to misread my prescription for a 90 day supply and sent out only a 30 or 60 day supply. Causing me to pay more for my drugs - even though the prescription was written and delivered properly previously. Calling in to customer service is difficult to get a person and they just read from a script. I get better help from Walgreens - but cannot use them for my coverage.

Express Scripts is almost uniquely incompetent. I rarely DON’T have an issue with their “service”. I was thrilled when I no longer had to use them for my prescriptions. Unfortunately I now have to use them for Mounjaro and the never ending nightmare has returned. I have been on multiple three way calls with them and my insurance. Now, although they demand prepayment for my prescription, they are claiming my last payment was for the previous order. DO NOT USE THIS COMPANY if you can avoid it. Call your HR, call your congressman. Get these garbage companies shut down.

There's a medicine I've used before and works great. Express Script denies because they want me to go through 4 different ones before they approve it, doesn't matter that these other medications are contraindicated for me due to age, high blood pressure, history of cancer, they don't care. So the doctor prescribes the first one that Express Scripts says I have to take, and they deny it. MAKE UP YOUR MIND!! Don't let me get into their shipping scams. If you need 1 medicine it's $15 shipping but if you need 2 meds (that both fit in the same bag) now it's $30, 3 medicines $45, 4 medicines and it's now $60 for shipping. This is a rip off but sure the government appreciates our military service.

Almost never do I get a prescription on time. Not filled for balance of 0.58, I get no notice. Then they connect you to a pharmacist who tells basically to get script from PMD to another pharmacy (wasted time). Finally, the following month, they announce that refill cannot be authorized as filled elsewhere. Leaves me without med for many occasions. It is a real pity UT Select contracts with them. They should be fired.

Ever since they simply stopped covering my maintenance asthma inhaler my previously well controlled asthma has sent me to the ER several times in the same year. This malicious negligence needs to be criminalized. Now they are taking forever to send the next supply of an alternative maintenance inhaler that actually works. I said I needed a refill ASAP, not several weeks from now. How is this shit legal? Am always better off just driving an hour to a physical pharmacy for slightly more expensive prices than this nonsense.

There is a constant delay on approval of medication. Unprofessional Customer service. They are taking 3 weeks to approve medication at CVS pharmacy. I need my medication for Asthma. Pre -Authorization is being told, call the Doctor. That is done. Call the Pharmacy, then Pharmacy says Insurance with Express Scripts. Why can't somebody approve something so I can breathe.

Won’t allow my Dr. to fill my script at the pharmacy in the same hospital as them. Just read these reviews. You want to trust them with your life? What’s the point of paying for insurance and everything else if I can’t even get my medication. You should be able to use whatever pharmacy you want without any issues. You play phone tag with one clueless person to another because no of them know what you’re talking about. Screw you.

Terrible! Issue after issue with any new prescription that my family and I need. Delays in getting my Son's medication, that is used to manage his blood pressure. Always need to be transferred to a Supervisor in order to try and getting my issues fixed. Never get a notification when there's an issue with the prescription. Everyone I talk to there is never on the same page and always tell me conflicting information, then what the previous person I spoke to said. Unfortunately, my Husband's employee health insurance requires we use Express Scripts for re-occurring, long term use prescriptions. However, I will be changing to my Employer's health coverage once open enrollment comes up.

Will not cover medication that my doctor says I need, even though I did their step program. They said they do not cover Rinvoq no matter what! Unbelievable! What good is insurance if all they care about is making money?

O would be better. Can't get medicine delivered and customer service only recites a Canned speech. 5 phone calls for over an hour, and they are not able to help or give me information other than the canned response.

Meds they have covered for years and the medication is listed on their formulary for 2025 as a covered medication and they refuse to cover it this week after they almost filled it last week. So sad I have to use them. Forced by my insurance.

Express Scripts' 'take over' of my medicines is alarming. I constantly fight getting medications not with express scripts getting in the way. ES is monopolizing prescription pharmacy. They should be investigated for fraud. ES tries to control all prescriptions. Especially when I find cheaper prices elsewhere. ES get out of my health care.

2025 Express Scripts customer service has gone from a 10 to a 1. I've used them for a decade and sang their praises, but no more. My doctor sent in 8 refills and they claim to only received one. Forget reliability. That's gone. I called, twice, and got a barely English speaker that I couldn't understand. Customer service was always outstanding. That's gone. I love the convenience of mail order but doesn't make up for having to make 3 phone calls or having to ask my doctor to redo work or having my refills be late. I already couldn't use them for one med because their price is $180 more than local pharmacy. So, I guess that after this I'll be using Kroger, cause I'm gone too.

Would give a zero! Express Scripts does whatever it can to delay, reduce or deny (pretty sure that’s their motto) prescription coverage. They do everything they can to get you to take generic prescriptions and pride themselves on the rate of generics used by “customers”. They say that their prior auths take less than 72 hours. I’ve waited at least 8 days to be rejected and have to appeal over my last several prior auths. When contacting customer service either the connection is bad and inaudible or their English is not clear but that works to their advantage- for you to give up. Stay far away from this criminal racket. They don’t care about the consumer, only their bottom line.

This is absolutely the worst online pharmacy (PBM) I’ve ever encountered. I don’t have the time or characters to write everything up so I’ll stick with today’s issue. I have a medication that I rely on to function that I take daily. This medication was shipped May 30th 2025 with an estimated arrival date of June 3rd. It is the 6th and the tracking info says it has gone from Omaha, NE to Cincinnati OH to Aurora Colorado and is now in Jacksonville Florida. I live in Portland Oregon and have no idea when to expect this shipment. MD has had to prescribe a bridge fill and multiple complaints have been sent to my carrier and employer group. Hopefully, they go out of business before they kill too many people.

I called on my prescription 2 weeks after they received it and they had not shipped it yet. I spent an hour and 15 minutes being transferred person to person, only for them to tell me that my Doctor had to submit the prescription as generic not name brand. Why did that take 1 hour and 15 minutes and 4 people? I then called back after they received the new generic prescription, because they were not filling that either. After calling and another 22 minutes, they agreed to ship it out with 1 day shipping. I don't have the prescription yet, so let's see if it arrives?

Nothing has ever been easy with Express Scripts. Terrible delays getting medications. Processing times take multiple days to a week. Consistent errors on prescriptions sent by my doctor. Nothing has ever gone right with them and my experience. I have been lied time multiple times. Most recently I was told my supplies would be express shipped due to their errors, instead it was sent via USPS so now I will need to get an emergency order from the local pharmacy. Avoid the headache and do not use Express Scripts. I will be permanently switching my pharmacy to someone else.

My prescription was cancelled and I was not made aware! I spoke to the pharmacist and she cancelled it. I never would have known if I didn’t log in to check. I was out of medicine for over one week!! UNACCEPTABLE!!

They sent a medication that was not covered by my insurance without telling me how much it was in the app, The app asked me to authorize $131 which I did, then I mysteriously got a credit back for $131. Only when I received the medication they charged my credit card without authorization of $2600. Called them and they can only email their billing department saying their billing department doesn't have a phone line. 5 days of calling and all they can say is sorry for the inconvenience. Don't get trapped! Too much headaches!!!

If I could give zero stars I would. This is the absolute worst service. Medications are never filled on time. There is no pharmacy you can transfer medications to without an extra fee. If the computer needs to update your information, they hold your medications until you wonder why they have not shown up. Then you have to wait a week before they are shipped and delivered.

To say that I am disappointed with this company is an understatement. Their first response is denial, their second response is denial. Everyone is always "Sorry" that medications are denied. You are dealing with the health of people, and you honestly do not care.. It's just about saving money.. I hate this company.

The amount of time it is taking to process prescriptions has increased dramatically from what it used to be. When I call, it takes twenty or more minutes of answering the same questions to get through a robot to talk to an actual person. And then the person tells me my prescription will ship that day, but it doesn’t. Meanwhile, I am left without medication which affects my ability to function and do my work. If there are not going to fill my script, this should be communicated ASAP. If there is a delay in filling my prescription, this should be communicated ASAP. People depend medications and the role of fulfilling them should be taken seriously. A persistent bot who cannot answer patient questions is not support. They are blatantly trying to wear people out so they will give up and never have their questions answered. Medication fulfillment is a service that people depend on and should be taken seriously.

Worst experience ever. Three weeks to get my insulin. They are impossible. I’ve been going to the same pharmacy my entire life and don’t have this issue. However, Express Scripts decides every so often I can’t get certain meds anywhere but through them. It has been a nightmare to the point of me crying and my Dr office being completely fed up. I’m so frustrated

Stay away from Express Scripts when shopping for insurance. They will not fill what your doctor prescribes even if you meet the standards they set for themselves. They do not have a physician to make decisions on your health care needs, only a pharmacist, who is not licensed to make diagnoses on your behalf. They will use the term “not medically necessary” to justify not covering your prescriptions even if your doctor deems it fit and you meet their own criteria. I recorded the representatives who told me the criteria. I met the criteria back in February. They have used every excuse, beginning with “your doctor did not fill out form, your doctor did not fill out form correctly (she did)."

Can I give ZERO stars. My Dr CALLED spoke to them and sent a new script to refill and change count of number of pills for my husband's meds. I called 9 days ago to get it filled, agent said no problem I see the new script. Well today I checked to see when they were shipped and It's canceled. NO PHONE CALL. NO EMAIL in 9 days so I can follow up. Oh and she said they left a voicemail on the 27th. Well there are no voicemails no emails NOTHING! The agent today was no help at all. All she said was, "Your DR did not call them back," when I asked why he had to call after he spoke to them and sent a new script all she said was, "Well you need to have your DR now call in another NEW script." This is completely UNACCEPTABLE. Horrible Customer Service, Horrible follow up.

I was unable to request a refill on their app even though it appeared in my medication list so I requested one through my doctor’s online portal. When I receive an update from Express Scripts, I noticed they were processing the wrong medication (same type of med, just a different brand) and not the name brand one I ordered. I called them to see what was going on and they canceled that order and told me to have my doctor’s office resend the script so I did.

I had a horrible experience. I put a limit of $200 dollars so that I would be contacted and they split the bill in two so that it would not equal the amount I had set. Then charged $1300 dollars and said I did a one time approval, that I did not see any $1300 price attached too. Then said I couldn’t return the meter or sensor even though I had not open and did not want the package. So I will never use them again even if I have to pay a little extra. So not worth the little bit of discount.

Express Scripts is a disaster in every regard. Even getting to speak with a human to resolve a problem is incredibly difficult and time-consuming. I have encountered every problem listed here by others, so I won't repeat, but as others have said the one-star rating is way too high.

Zero stars would be too high. Express Scripts tried to withhold my chemo medication saying we owed them $2.98. from 2023, when we NEVER EVEN USE them because their reliability sucks. Additionally any meds we tried to get from them years ago were never sent on time or were sent to the wrong address and the company refused to right the wrong. If you have local pharmacy I would recommend using them, because at least you have some control over the situation. Mail order SUCKS.

Always a delay in filling my scripts. They charge twice as much as Walmart on several of my scripts and when I question their price, they simply tell me "They are my insurance company's PREFERED supplier which means nothing because I still fill them at Walmart to avoid the over charge and delays.

I will start by stating that the customer service reps I speak with are always kind, but all positivity for this agency ends there. Getting a prescription is damn near impossible. You also get told something different every time you call to get the prescription. So many missed doses due to the companies inability to do their jobs/streamline anything. I wish we had another choice for getting this specialty medication. Thank goodness it's not a lifesaving drug, but we go through this constantly. They should be paying me for the amount of time I spend on the phone with them! It's like a full-time job!

I was optimistic that using a mail-order pharmacy would be helpful. Unfortunately, my prescription was sent in and processing on May 01. Over a week later, I get a status update that my prescription was delayed. I finally call on May 13th because I am out of medication. Spoke with someone who said they would do an emergency escalation on this. They put me on hold for a while and came back and said my prescription would hopefully be filled by the afternoon. I asked about next day delivery, to which he responded, "Yes, that’s part of the escalation." So I drop it. On May 15th, my prescription shows as filled and I get a tracking number. Great, this was not set up as a next-day delivery.

I received my next load of meds on Monday 19, 2025. Opened it up. Put the insulin (Ozempic) in the refrigerator. Went to look and get ready to use on Tuesday. Surprise not insulin but expired (2023). Called to get new insulin. Pharmacist said it would be sent out fast. But I would have to buy insulin to bridge till the new shipment arrived! Spent the next 2 hours (till I had to get belligerent) talking to 4 successive customer service representatives till I got corporate. She took my info. Said she would look into it and call me tomorrow.

Zero stars would be over scoring. Month after month I have multiple prescriptions sent. Yet every single month the same ONE prescription is delayed for weeks and weeks. I make multiple calls and they “don’t know why it’s not been shipped”. Or I’m told for weeks on end it’s “in fulfillment and will ship soon”. Customer service “can’t do anything more but note your call”. This place is a joke and I’m complaining to my insurance urging them to select another company.

I work company that has Express scripts as their management company for my medications. My Dr ordered ** Patches for local pain. They have multiple rejected medications of mine repeatedly. Their default answer to all claims is NO, Make us pay. When I call my local pharmacy they tell me the Dr needs to give an indication the only thing you use ** for is local pain!!! Express scripts says no, they need prior auth for ** patches or they will not pay and will toss the claim. I asked to have the forms sent to me to submit to my DR or for them to contact the DR. They insist 10 days later they sent an electronic request and the Dr will not reply so no coverage.

If I could give a negative star or no stars, I would choose that option. This was the WORST experience of my LIFE! They lie about when they get the scripts when an email notification is provided. No one speaks clear English or understands the importance of medication compliance and taking it on time. They had my new script for almost 3 weeks and still have not sent it, despite me calling and telling them I was out and then they do not take accountability for notifying you or offering other options. The worst decision I ever made was to try them, even if the medicine is cheaper, you come out better paying more!

If it's simple, Express Scripts does a alright job. But when the medication they had me on cost my insurer thousands of dollars and I tried to get a version that cost my insurer under a hundred, (my co-pay was the same) ES fought me for months and acted like I was crazy to care about what my insurance had to pay for my meds.

I do not like the dual verification system. User ID, password, Microsoft code, verify-- lose ES webpage and start all over. Next ES will want my dog's name, model of vehicle, my med history before I can get a pill. Gonna start working on a new prescription option--- copays are getting ridiculous. In the past, ES reps have expedited a refill when I am getting in short supply. Last time I asked for a week earlier shipment and they would not fill. Had to go back to doctor to locally fill a 30 day supply. Just should NOT happen. Now I know what ES actually means--/ Extra S__T!!!

If I could give them zero stars, I would! I just had my annual physical with my doctor. I'm doing great with all my medications except one, which is not a true necessity. My doctor entered all my prescriptions in Express Scripts and they automatically filled everyone of them!! The amount taken out of my checking account was $179!! As a retired veteran living on a budget, this is devastating. These medications are not even annotated as "auto-refill". This is ridiculous!! When I truly need medications, I can't get it, but if I don't need it, they are going to fill it and charge me anyway. Let me, the customer be in charge of ordering my medications!! They charge me $13, and some $38, "shipping fee" and place it all in one bag!!!

Medications take forever to arrive as well as there is constantly some sort of delay in processing. Wish my insurance would let me choose another pharmacy! When inquiring about what I’m supposed to do while waiting for my medication to arrive, I’m told that there is nothing they can do therefore I go without my medication.

My medication was put in on may 5 and didn't ship till the 7th. It's now may 12 and they said my meds are in Pittsburg. I have bad acid reflux and the pharmacy never ships ASAP. I said can you Send me a few Day worth and they said no they can't. I asked if could speak to a supervisor then I told lady was putting in a bad review for making my condition worse. I will also be calling better business bureau.

If I could give a 0 star I would. I have never in my life spent more time on the phone with customer service to try and resolve the same issues with the same medication month after month. Just today, I was basically hung up on by a supervisor who I requested electronic communication from to confirm what he told me. I wish I had his name, but instead of letting me finish, he said the only thing he could offer me was a survey to complete at the end of the call??? Oh I completed the survey which revealed what a terrible experience I have had with Express Scripts, but I don't know how to continue to deal with the company that my insurance requires me to deal with? SO FRUSTRATING.

It is very frustrating to use Express Scripts. The automated system will first ask you for an identifier that is remotely ever memorized by most people. And then you have to jump hoops to get to a customer service representative who are mostly unsympathetic to your problem. Then they oftentimes cancel your prescription without giving you notice and then you’re left with shortage of supply. This is a dangerous game they play because most people rely on their medications for their subsistence. The only thing going for them is that they are the only contracted mail order pharmacy for my work insurance so whether I like it or not, I’m stuck with them. I wish we had a better option.

I'm going without my medication because it's "delayed." Nobody knows why it's delayed or when it will be delivered or if I need to sign for it. I'm having surgery next week, so I won't be at home. They "think" it gets sent back if I'm not here. Their text update informed me my prescription is "about" to ship. Who cares? They should reserve contact for when they have specifics. Customer service does what they can, but I don't think they have direct contact with the pharmacy and they seem to have as much information as I do. I switched from bad to worse. Healthcare is useless these days.

I have 2 Express Scripts plans. I have to submit all claims to my secondary insurance paper because as customer service said, "we can't see anything from the secondary plan." Nothing shows up on the app: Prior authorizations, claims, EOB. If I call my insurance they send me to express scripts. If I call express scripts they tell me to call my insurance. 90 fills are generally more expensive than 30 day fills at a retail pharmacy. I hope my insurance drops express scripts as a PBM.

READ THIS - IT MIGHT SAVE YOU THOUSANDS. I don't know where to begin with how disappointed I am with choosing this prescription benefit. Trust me, this insurance policy and coverage is not worth paying for. If you've just been hired at a job and this is the insurance offered, don't sign up. Not only do I pay approximately $100/week for the coverage ($400/month), I put $100/month in an HSA/FSA to pay for a monthly appointment and medication cost, and I'm still coming out of pocket to pay for prescriptions.

I have spent two weeks with Express scripts and my doctor essentially playing ping pong with me. For reasons unknown, express scripts couldn't call my doctor's office to find out why they kept cancelling my prescriptions, my doctor's office kept insisting they didn't. But *I* had to make all those phone calls. What's worse, when that FINALLY, AFTER TWO WEEKS got straightened out, Express scripts called me. THEY CALLED ME and I had to listen to an outgoing message, give my information, and GET TRANSFERRED, WAIT ON HOLD, until their Medicare person picked up, only to ASK FOR THE VERY SAME INFORMATION, THEN ASK FOR THE ADDRESS THEY STILL HAVE ON FILE, AND APPROVAL TO SEND OUT MY MEDS.

In the beginning I was satisfied. Now I have issues with customer service. Three times in a week I had to give them my mailing address to get my meds. Got email saying meds were on their way. Then this morning I get an email saying they were sent back. Had to call again to give my address. So if I do get my meds it will be well over a week before I see them.

This year my drug provider switched to Express Scripts and my experience with the customer service was horrible. The reps were terrible. The first one put us on hold and never came back on. We (my insurance provider and myself) called back and this Express Script rep seemed incompetent blaming the insurance provider who was on the call with me. This felt like a clear denial and delay tactic. We gave up and asked to be sent to the Express Script survey. The Express Script rep sent us to the survey and that function didn't work either. It did not recognize my entries whether I answered with voice or phone keypad.

Great insurance, $500+ a month. Won’t cover my migraine medicine (10 pills of Sumatriptan), claim it’s “restricted” so I can only pick up less than 10 (what’s not enough). And the major hospitals near me are not within network. 🤡

I have been getting my medication for 7 or 8 months for 25.00 a month using a discount card and my insurance. Now it goes up to 600.00+ because they said I need to pay my deductible before they will apply the discount card. I have been getting this for months and now they all of a sudden decide to change it? Why?

If you can, avoid ES at all costs. My new 2025 insurance requires me to use them. Even if I don’t actually get things filled through them, they’re my overall PBM. I have had to go more than two months without a medication because they didn’t manage the prior authorization (for something I’ve been on for years). There are constant delays in service. On one of my prescriptions they keep trying to fill 7 days after I run out. So that means they process 7 days too late, then can take days to actually deliver. Their app is terrible. There’s no chat option or email. You always have to end up calling. Once the price I was seeing and the actual price were off and ES wanted me to get on the phone with THEIR IT. Why would I talk to your IT to trouble shoot a production defect? The phone reps argue with you as if it’s a nonprofessional conversation on the street. The original reps can’t help at all. So you always have to talk to a manager.

Express Scripts sent me needles I don't need WITHOUT contacting me and charging for it. They asked me to discard the needles instead of taking it back and not will not issue a refund. Shame on them for using predatory tactics to improve their bottom line!

Been on Cymbalta Duloxetine 60 mg generic for years w/o changing dosage. Had to switch to Express Scripts since hit Medicare and their drug doesn't seem to work as well... Menopause s/sx back especially quick to anger in groups of people.

Express Scripts is anything but "express". 2-3 weeks waiting for delivery only to get email after email stating another delay or some other problem they can't manage. I've only had one experience within 2 decades where Express Scripts came through. Don't ask me how many times they didn't come through.

Wouldn't recommend using this service to anyone. My medicine has been on backorder through Express Scripts for three months and they can't help me find my medicine elsewhere, even when I find my medicine they refuse to fill it and will only fill the prescription for a premium and half the dosage.

I never received a package from them, so tried to switch to retail pharmacy. Now, every time I get a refill from my retail pharmacy it says it's an early refill because they claim that I received a package, WHEN I DIDN'T!!! This company is a scam and I hate that my employer uses them. It's been RIDICULOUS. THEY NEED A CLASS ACTION LAWSUIT FILED FOR NEGLIGENCE.

I have to deal with MONTHS OF DELAYS for critical medications. They cancel without telling you. They say they're contacting your doctor, and I can confirm they do not. They could not care less about your health and well being and I'm so confused why they're in the business of patient care. Avoid using at all costs. It's worth paying more money to avoid the headaches, stress, missed doses, frustration, and absolute incompetence.

Very poor customer service. When ordering a month in advance the order is always late and I run out of insulin. My doctor will then order a temporary script from CVS which is usually denied because it has been ordered from Express Scripts. When I call them they put a "quick shipment" on the order but that does not help. I am told that I need to order two month in advance.

We found out when we couldn't refill critical prescriptions instead. Joy. When I tried to pay - I couldn't. Strange thing in our capitalist world. Try as I might, I could not send them money because my account showed a credit for the amount I owed. I never received a call or letter about this, nothing from collections either.

Express Scripts mail pharmacy has been a hassle to deal with when trying to fill my medications. When I have a prescription to fill I always have to call them at least 3 times to ensure my medication gets processed and filled. I have on occasion had to to go 5 days without medication till I receive it on a medication that if I stop taking it abruptly could put me into withdrawal and potentially having a seizure. They could care less as they showed no compassion!

I had an awful experience with Express Scripts customer services in regards to the transfer of 2 antibiotics medications to the local pharmacy. I had been told when I called Exp Scripts that it took a week for me to receive the medications. I explained to them that I was having symptoms and I needed the medications sooner. They advised of canceling the processing of the meds and it might take 72 hours to complete the cancelation of the prescriptions! The local pharmacy couldn't get the transfer of the prescriptions if the process of the cancelation at Exp Scripts had not been completed!!

Insurance requires me to use Express Scripts, otherwise I never would. They have been a huge pain for years, but recently I moved and they wouldn't let me change the address on my autofill prescription. Also wouldn't let me cancel autofill. So my prescription went to my old address, I never received it, and yet I STILL had to pay for it. I tried to reorder to my new address, and they still wouldn't change the address, and now I was out of refills. They also kept telling me I could change the address, but then it wouldn't happen, and it all took so long.

Not only do they not even login that they received the prescription within a week of receiving it, the whole process takes 2-3 weeks if you’re lucky, and if they even have your medication. So when my medication runs out, that’s when my prescription needs to be filled. How do they survive on a 2 to 3 week turnover? What is the person supposed to do without any of their medication in those two or three weeks? How is this not been fixed or why are they even still in business?

I had 4 prescriptions placed at the same time, there are 2 I still haven't received 2 weeks later. I called to ask if it was a supply issue and they said no, it just depends on the processing time of the pharmacy they sent it to. So they sent my prescriptions out to different pharmacies, I received 2, in separate shipments, a week later. The other two are scheduled to come in 2 separate shipments this week. It's ridiculous, I'll stand in line at Walmart all day before I order from them again, at least I'd know I'd get all my prescriptions that day.

Long story short husband was out of meds. Took them a week to process even though they told me they would overnight the meds and now he still has no meds and they didn't overnight. They send Ground Advantage through USPS instead of FedEx like they always do. So now he has nothing because of Express Scripts and is a week past his fill date so they basically lied to me. If it was them or their family they would make sure they had their medicine.

2 prescriptions… denied. One for a cholesterol lowering drug after statins had adverse events and the second for a uric acid lowering drug. Calling the pharmacist was useless. Instead they want to hassle my doc and hope through these requirements I’ll just give up. I’m a physician and their procedures are awful.

I am being harassed by both call center and pharmacy, phone calls every day, prescriptions being denied, consistent phone calls for verification of address. Keep in mind been with them for 11 years address never changed...(and my doctor verified both prescription and address 2 minutes before I received call, I was sitting next to the dr when she called!!! I was livid and the dr was very disappointed in their actions.) The worse part was the pharmacy asking me to verify dr prescription and asking me for adjustment/changes to this prescription... (Yea changes to a prescription which is illegal.) I told them whatever the prescription is from my doctor is "What it is" I am not altering a prescription, very very unprofessional.

Why do I have to go through all the automated systems when I know that I need to speak to a human. The process takes so long and meds are shipped out as slowly as possible. I wish I would have read the reviews before switching over.

Have been sent wrong med, sent med in 2 different forms with no explanation so I had to look it up to make sure it was the same med. Fill scripts without authorization from me. Customer service put me on hold in order to cancel my relationship with them. Really?

I see lot more problems getting medications, was trying transfer last medication script to them getting be a headache, should stayed with Walgreens where I didn't have any problems, if I did it was billing with the insurance. And least I could talk to someone. Would help instead telling call Dr etc.

Can I add negative stars? ES is refusing to fill my script with what is medically necessary. They want to fill it with the generic which is in my file as having malabsorption to. 2 of the doses are listed in my file as automatically approved but they won't cover the new dosage. The rep that called me told me they would call my Dr. to see if they could resolve it and they have yet to call. That was 2 weeks ago. I have been on this medication since I was 7 (52) and ES (Tricare) has been filling it for 30 yrs. This medicine is medically necessary.

I’ve used Express Scripts for years but lately it’s not as easy to get prescriptions as it has been. I had 3 pills left Monday and haven’t got the refill for it yet. It currently being filled now but normally would have been here. My biggest issue is my Wegovy. Ordered on 4/1 and it’s delayed. I called and they said it needed a preauthorization because mine expired from last year. Why didn’t they mention that when I got my 90 day supply in January? I could have had that taken care of. Now I’m out of my medicine until it gets resolved. I’ve had 2 doctors send in the paperwork yesterday and today. They say now they waiting on the clinical person to approve it and it could take up to 4/16. Just not good business anymore. The process should be better.

An awful company that obviously does not keep accurate records. As a type 1 diabetic trying to get insulin has been a nightmare. Beginning, November 20, 2024, I have been told my order would ship on Friday. Every Monday the order is canceled because the product is back ordered. Every week, I have called. I was granted a partial order on December 11th while waiting for the restock. I picked up at my local pharmacy. After this my order was totally canceled because I had already received an order. Hmmm, well not according to my local pharmacy. I received a partial order. I was charged the full price by Express Scripts. Is this insurance fraud, I am not sure?

Express Scripts charged for 3 units of syringes BD 3 ml without needle $$38.00! OVERMARKED! It is more expensive than the medication!! Walmart is selling the same syringes 20 units for $9.95. Called the customer service. They could not explain why the price is extreme expensive!

They denied my epi-pens (epinephrine). I have a fatal allergy, so I guess I will just die. Glad I could pay for coverage that I can't actually get. My company uses Cigna and to deny coverage more effectively, they now use Express Scripts.

I wonder why this company has so much power related to my health and well being? My provider and I decided that I need help with weight management but Express Scripts is allowed to say NO? Countless phone calls to representatives that simply read a transcript, my provider responding to their requests, and I complied with Omada and they still had the power to say NO. Very sad, frustrating and managed with lack of empathy or care. Oh, after denial and all the frustrating calls - they wanted me to transfer my other Rx to them to save $26 / year. No way!

Express Scripts failed to follow directions of my physician and put my health at risk. They appear to be far more interested in profit than in providing service. I had to pay for a temporary fix at CVS.

So I've had Express Scripts for about 10yrs now and they've been good to work with until the last year or so. I've been having problems with getting my medications filled due to their incredibly slow "review" process, I've had 2 Drs send authorizations for meds and still nothing being filled, just sitting in review. The automated phone system is rough to navigate due to it barely recognizing speech.

First off I have to use Express Scripts. My insurance makes me. My doctor wrote a prescription for 1 month for Mounjaro. In February it came. All was good, my doctor wrote another prescription for March for a higher dose of Mounjaro. It came. All is good, my doctor wrote another prescription for a higher dose for April, it hasn't come, I contacted ES. They informed me they canceled my prescription because they stopped filling monthly prescriptions. They never informed me, now I'm without medication, they were absolutely no help, they said I have to contact my doctor and have a new prescription wrote, because of their new policy. I wish I could use a real pharmacy. They deserve negative 5 stars.

What a nightmare this has become! They have consistently sent me the wrong dosage of medication, denied coverage but informed me several times that I could purchase my meds out of pocket and possibly get reimbursed! Absolute horrible customer service! Lied to on several occasions. I have gone without my medicine for weeks at a time because of this horrible company. By the time I am done dealing with them I will have to deal with them more for stress relieving meds and BP meds because of this experience. I'm not surprised that there is class action suit against this awful company. Shopping around for coverage that uses anyone else other than express scripts and CVS.

I was initially excited to sign up with Express Scripts to get my prescriptions filled, as going to the pharmacy every month was a hassle. The registration process seemed seamless until it wasn't. Although my medications were entered correctly, I soon began receiving notifications from Express Scripts saying that I was out of refills and that my doctors needed to send updated prescriptions.

I have major spine issues. At times I’m bed ridden. Other times I walk really well. Lately I can’t walk, these people play with my meds like it’s candy. 🍭 my meds help me walk, sit up, not wake up screaming in pain. I don’t understand why they since December have not sent me my scripts. They sent me 14 then 3 weeks later 69? Idk. 🤷🏽‍♀️

In my six months with them, my prescriptions were a month late from the original arrival date FOUR times. The first few experiences were bad enough being hung up on before I ever got to speak a word to anyone, dealing with a CS agent telling me I had to resolve this with the post office myself and that they couldn't do anything, then CS agents telling me I had to convince my local pharmacy that I need more medication even though it shows on other systems I just reordered from another pharmacy even though I NEVER GOT IT.

I have been on the same medication for the past 8 years. Three of those years the medication has been approved through Express Scripts with a prior authorization process (always a hassle but it gets done) and my doctor's letter of medical necessity. Suddenly this year, they want to deny the medication (same brand, dosage, quantity) zero changes!!! They claim that they need a letter from the doctor stating why it would adversely affect my health to take the generic (I am allergic to the generic). My Dr sent them an updated letter in December of 2024 explaining why along with my office notes. Three months later, three denials later, I am now filing a claim with the Florida Insurance Commissioner. My monthly out-of-pocket cost for the medication would be over $800. Don't bother trying to call Express Scripts, they just transfer you from person to person and disconnect the call!

I am a retired NYC prosecutor, paid insurance for 35 years and barely used it as I was healthy. Unfortunately that's not the case anymore and am dependent on Express Scripts PICA plan for life-sustaining medication. For whatever reason injectable medication can only be filled through Accredo an online pharmacy that is so incompetent it's almost a crime. I suspect they hide behind their incompetence to defraud members. It's insane.

Another nightmare call with Express Scripts' always terrible customer service. I needed to change my credit card number. I can do it online. Great, so far so good. But, oops, there is an order being processed with the now canceled credit card number. I call their customer service. I know it won't go well. It NEVER does. They ALWAYS find a way to disappoint me. They excel at providing completely poor customer service. They are pros at it. They are using the old card number for an order that is processing. I can't fight the robot answering machine. I MUST use it first to describe my problem before they will allow me to talk to a human. Nothing it wants me to do will solve my problem. They torture me. Finally after barely tolerating the numbing process that goes on and on, I say representative and am connected.

I wish I could give zero stars. Actually, what I wish is that I had a choice. My insurance company force me to use this HORRIBLE company. I have had nothing but problems. I have now missed a dose of medication and am sick. The order was made a week ago, it's still "processing". I've called. Spent several hours on the phone. It takes up to 30 minutes just to speak to a human. I've had empty packages arrive, with no medication because the plastic bags they use are so cheap the medication literally fell out in transit. The pills look totally different than when I received them from a real pharmacy. Smaller, brittle, they fall apart or disintegrate. I have zero trust in Express Scripts. They DO NOT CARE IF YOU LIVE OR DIE. I'm not even being dramatic. It's disgusting that they continue to make money and treat hard working Americans like they are disposable.

I am extremely dissatisfied with the service. There are frequently issues with prescriptions, and I would give zero stars if I could. Every time I call, they ask too many questions, and no one seems to be able to resolve the problem. Most of the time, I’m just being transferred from one person to another without any solution.

Been waiting on 2 weeks to get approved that I know is approved. Jumped through all the hoops and called doctor's office 5 times - very frustrated - never had this issue before Express Scripts.. Been calling daily for 2-1/2 weeks and get transferred around.. Still no result.

Worst pharmacy ever. I don't know why they switch to online pharmacy. Discounted price is a joke. Walgreens or CVS is better even Amazon pharmacy. They don't know what they are saying. I don't know why the company switch to this insurance.

I have used Express Scripts for years, but for the last two years it has gone down to less than 1 rating. Most of the time they have delays on get my meds, have trouble getting the Doctor for refills, I would not be using them if the insurance didn't make me.

Express scripts does everything in their ability to deny prescriptions, I'm a health care provider my self in an NYC cancer center and it's a shame that my work's benefits includes Express Scripts. I have been out of my medication for 2 weeks now. Called them 9 times in the past 2 weeks. 1- My doctor sent the prior authorization they requested, they automatically denied it same day. 2- I started the appeal process, asked my Dr to resend the information they needed. 3- After they received the 2nd prior authorization with the information they requested they informed me that I need to join a new program called Omada. 4- Joined Omada and got a confirmation from Omada that I met the requirement for the medication.

This is just an awful company. I live within 5 blocks of multiple pharmacies and instead of picking up my prescriptions easily and conveniently I now have to deal with this awful company. I don't want to use them. I shouldn't have to, but my insurance is now making me waste my time dealing with their awful customer service and continually outages of my medication.

The executives running this company should be arrested and jailed. During enrollment I checked their formulary and estimated costs. During enrollment the prices I was shown do not match the bills I’m now receiving. I have no serious illnesses and have been told I need to spend $2000.00 before catastrophic coverage begins. I take testosterone. They ship your medicine before sending you a bill. In only two months I have been charged nearly $1200.00. I am being cheated and I know it. Never had a problem with prescriptions in the past. I’m will begin tomorrow sending documentation and complaints to Federal, State, and Local entities. I will share my experience with news organizations. Don’t forget to contact your elected politicians. The investors have infected healthcare with the greed virus.

I wish I had done my homework before switching to Express Scripts. I am having similar issues to the 4,000 awful reviews already posted here. Seizure medications for my son have been "processing" for 2 weeks after confirming everything with his doctor, and after speaking to a representative, there is no clear timetable as to when they will be shipped. Without these meds, my son will typically go into status epilepticus.

Outrageously the worst company I have ever had to deal with. It is a great responsibility to hold and manage medication for any individual. The deceit, punctuality, inconceivable difficulty of getting any semblance of customer service should be illegal in this regard. I would much rather drink toilet water through a straw than send my medication through Express Scripts.

I had my GLP1 med since 2024. I needed the prior auth, to be expected, and went on my way. Now, 2025 and all the hype of a GLP1, Express Scripts has lost utter control and EVERYONE I speak to says they needed a NEW prior auth (even when they just obtained one for the new year) for their GLP1 and EVERYONE says it gets denied with the EXACT same reason. "No baseline BMI was provided by provider".

Horrible and even more horrible, Express Scripts. That's the best way when summing up this drug mail order insurance company. I merely requested that they stop automatically placing and refilling a 90 days supply prescription order. Until I needed them via the selected manual ordering process. So what did they do? They've entirely cancelled my future 3 refills remaining on the authorized prescription! I mean, how stupid does it get with their incompetence?

Terrible to work with and incredibly adept at not taking responsibility for keeping records. I'm waiting on co-pay assistance to go through, and in the meantime they are refusing to issue my medication and now are posting balance as overdue. Their answer was "can we get you to a pharmacist to talk about how not having your medication may affect you?" Seriously?

Denied medication because they need doctor to tell them why I need the medication even though I’ve been on it for 10 years including refills through this same mail order pharmacy. Worst customer service I’ve ever experienced. Clearly just a scam to try to keep me from getting my medication.

I really didn’t think that there was a worse pharmacy than CVS out there. Boyyyyyyyyy was I wrong. This pharmacy lies to you. Your medicine will easily take a week to “process” before they ship to you. Their reps will put you on on hold indefinitely. When my doctor's office found out my insurance was making use Express Scripts he was not happy. Said they have nothing but trouble with them.

If you can avoid them as your insurance provider do. They are terrible at keeping records, as well as denied a medication insurance does cover, even with a prior authorization. The year before it was covered. The people on the phone tried to say my doctor lied and that would have been how it was approved before.... Not true.

Terrible pharmacy. DON'T LET your doctor route scripts here! My Eliquis prescription was sent here, but they don't accept the Bristol Myers Squibb card that makes it nice and cheap at my local retail pharmacy. So, I told them I'd like to return the medicine to them. Well, it takes about a month to get a return authorization, label, and envelope. Luckily, I had a little over a month's worth of accumulated extra pills, so I thought I could make it through. Then, I had to contact my doctor's office to get the prescription submitted to my local retail pharmacy. After waiting about a week, my local pharmacy still can't fill it because Express Scripts is still showing that *they* filled it. They still haven't credited my account for the return. They are slow, sloppy, and incompetent, and this has real health consequences for real people.

This is by far the worst pharmaceutical company, unreasonable delays, unorganized, horrible customer service. I am starting MS treatment and have been waiting for my medication. I was told after an unreasonable delay that I would have it by Wednesday. It still didn’t come then I find out they still haven’t approved it yet. This company needs to be shut down, and I am recommending that my employer switched to another specialty pharmaceutical company.

They appear to have eliminated US customer service, that has always been bad. Now you can't reach anyone who understands the English language. There was an issue with my online payment. After 4 calls and being transferred to the wrong place repeatedly, I'm done with this sub-par company. CVS should be ashamed.

Others have expressed the poor customer service that apparently defines Express Scripts--I am just here to add the chorus. Having just waited 30 minutes on the phone to speak to a supervisor to expedite shipping for my meds because Express Scripts completely fumbled communication with my primary care doctor (and then wants to charge me for expedited delivery for their issues), I finally hung up. You all know the game, "yes, I'll get you a supervisor" but there's no one there to help. I watched my doc enter my prescriptions into his online system more than a week ago and today I make a series of calls just to get the systems to work; Express Scripts claiming that, in fact, they have my account by no prescriptions for me (when I can see the meds on their own online portal!). It's the definition of insanity and a marker of a company that serves an important role in health and simply doesn't care.

Express Scripts is a prime example of how not to run a pharmacy service. Their abysmal accounting practices, delivery issues, and negligent customer service make them a nightmare to deal with. Firstly, their accounting practices are beyond reproach. Despite paying over $600 for my order, it was inexplicably delayed because of some ancient $10 account issue that none of their so-called customer service agents bothered to mention in the past three months of my frustrating interactions with them. How can a company handling sensitive medical supplies be so careless with basic financial oversight?

They will do anything to avoid paying for prescriptions. They don't communicate at all. They wait until the last minute to tell you that something isn't covered. They deny prescriptions that my doctor writes for me. I have been going around with them for years.

Started using ES because Walgreens was charging up to 4x's what ES would charge but I have been waiting for a new prescription since 2/11/25. Now, the post office is part of this nightmare because when they came to deliver the medication, they sent it back with a note that my house is vacant. So, now I am dealing with 2 huge businesses that don't have one brain between them both. I have called ES 2x's to resend the medication and each time I was given a different reason why the "refill" wasn't sent. I have called my doctor to see if they can help things along. I doubt I will ever use them again. I would rather pay more for the meds then go through this again.

This is the worst company I’ve ever used. A medication my DOCTOR prescribed has been denied by them FOUR times. Each time it was a different excuse and each time they said it is the doctor’s fault for filling out the prior authorization incorrectly. Also, although my doctor is very prompt with filling out ANOTHER prior auth Express Scripts takes a week each time. Every time I call, I speak to either a representative, pharmacist or supervisor I am told something different each time. I would not recommend this company to anyone. Ever. Avoid like the plague. They don’t care about customers. I feel like I’m being taken for a scam.

Express scripts is an absolute JOKE. How they are still in business is beyond me. They denied a prescription I basically need to function normally, that was approved by my doctor, with the same healthcare provider (Cigna), that I had at my last job. There was no reason given, all they said in the voicemail they left me was "a letter will be sent in the mail". What a crock!

My husband’s employer decided to change to this garbage company and our prescriptions are all being questioned by customer service agents and the one representative said, "Let me see if I can find you an alternative medicine," 😳 so we are allowing just anyone to adjust patients meds without regard to what was ordered by their cardiologist and primary physician. I can’t wait for open enrollment. I’m switching us to my insurance company asap to get away from these incompetent people.

Horrible. They are late on delivery for a life saving medication again...Can't get pass the automated system...It's just horrible. I'm currently looking for other alternatives.. Would not recommend...Stay away

They are the worst. Even when waiting for a prior authorization. Which I respect, their app says”24-48 hours”. It’s been a week. And when I call they tell me it’ll be up to another week. Stop false advertising. Just be transparent.

This is one of the worst experience I've had. The pharmacy is unable to transfer unfilled prescriptions to another pharmacy. You have to go through your provider and have them issue another prescription. One of the medicines I had filled with them was more than double the cost it was at another local pharmacy.

Absolutely horrible! I am a diabetic on an insulin pump with CGM. Last year, it was decide my manufacturer was out of network for the sensor and transmitter but not the infusion sets or reservoir. Odd. But they would deliver my sensors, now that it is time to get a new transmitter they will not deliver it to my home. It is covered through insurance, they just won't deliver it to me. I have escalated it and was told to reach out to my medical portion of insurance. If I could have a different insurance, I would!

This is, unfortunately, the second time I have had to turn Express Scripts over to the Better Business Bureau. I am a Type 1 Diabetic who depends on OmniPod Pumps. I spent over an hour on the phone on a Friday to set up the 3-month installment program for a new Generation 5 OmniPod that communicates with my Dexcom Glucose Monitor. They informed me it was released on Friday and should be processed and arrive on February 27, 2025. On February 24th, I was notified of a problem with the shipment.

I have never had so many problems getting my prescriptions filled as I do with Express Scripts. They constantly have some problem in filling my prescriptions. Me or my doctor has to call them and deal with terrible customer service to resolve whatever the current issue happens to be. I do not recommend this pharmacy at all.

Express Scripts is the worst. Constant delays in delivery lead us to start using a new pharmacy. After two months using the new pharmacy Express Scripts stopped allowing us to get more than a 30 day supply of our meds. Then they started sending us advertising saying if we wanted 90 days we should use their pharmacy. Then after a few more months they started requiring prior authorizations for all refills, which slows down deliveries of critical medications. They should be investigated.

Customer service is the worst. When trying to find out about a medication you are out of and the know but refuse to send it overnight. When asked to talk to a certain person (Supervisor) and keeps asking the same questions over and over what can I help you with. I'm on Insulin and am out but they are saying that it will not be sent to me overnight. This being Thursday 02-20-2025 and would be delivered on Friday 02-21-2025. Also spoke to a pharmacist and she informed me to call the department that has it and to them to expedite the order to have it shipped out today to receive it tomorrow.

Accredo Specialty Pharmacy/Express Scripts delays shipping my medication because they are constantly putting my prior authorization forms and prescription referrals under an old health insurance account that should have been inactivated over 2 years ago. I have contacted the prior health insurance provider who reassured me, multiple times, that they reached out to Express Scripts to have that account closed.

Horrible. I'm a diabetic and frequently go without life-saving medication. The manufacturer who makes my insulin ran out and no one told me until I was out. I had to call local pharmacies to find it myself. Then it was the same med different manufacturer. I had to pay out of pocket. Twice my prescription was put in for the wrong amount of days (so it looks like i have more than I do) and I've spent literal hours trying to get them to fix it. For months this has been going on I am going to be out of my insulin Friday (it says they gave me 6 vials but really only 2 )... They might be able to fix it in the system by next week sometime then 3-5 days to ship.... Maybe. This is the 5th time in a month I've tried to resolve this. If you have a choice DO NOT use Express Scripts. I could cry. I will most likely go 2 weeks without my insulin.

Never do prescriptions with them as they are the worst in doing auto pay, I filed a SARF on Jan 9th 2025 for refund of 184.16, today is Feb 18th 2025 & now they tell me the sarf was put in today to get my refund!!!! I have Medicaid extra help & it was submitted on Jan 1st, 2025 & yet Express Scripts did not have that letter in the system & now they tell me I have to wait another month & 15 days for my refund & mind you I already waited a month & 15 days already!!! I am cancelling doing their prescription order as they are useless.

If I could give this company a 0 I would. They want me to create a different account under each other my family members under my email which will conflict. Two are minors with one on the way soon to be added. I am the beneficiary and yet I can’t get easy access to their prescriptions. This system is completely out of whack and is not convenient for any family members. I decided to hang up on them and just told them that I rather do it the old-school way and call in my prescriptions and pick it up. This company is a total joke. Changed my mind to -15.

I have had Express Scripts for one and a half months now, since January 1, 2025. I have had two medications denied. First Rx I have been taking for over 15 years. It took 6 weeks for my doctor to repeatedly send in Prior Authorization paperwork and only when one dedicated employee at doctors office went above and beyond fighting with Express Scripts for two days, did my Rx finally get approved.

Worst company I have had to deal with EVER! I am forced to use this pitiful excuse of a company due to my new insurance. I haven't even gotten started with them and already it has become a complete nightmare. Since when does a company have the right to decide what medicines I need and not my doctor? Then when I talked to customer service and tell them I have critical medications that I need filled and they can't seems to figure ANYTHING out.... I was told I could speak to one of their pharmacists about the effects of coming off those medications! Excuse me you imbecile! A type 1 diabetic CANNOT just stop their medications!!!! Anyone with a brain in their head already knows the results of not taking critical medications. This company should be sued and put out of business!!!

I’ve used ES for a couple of years. RIP OFF!!! I was given a new prescription and it was sent to ES. The cost was over $130.00!! I wasn’t given an option, they just shipped it. I couldn’t cancel it. Don’t order ANYTHING, without being on the phone to find out the charge. In over 2 years, I have never had to pay out of pocket. I CANCELED them!

Express Scripts is the prescription option offered by my employer. I have a new prescription that my doctor sent through Express Scripts on February 7th. Yesterday I was finally notified that the prescription was filled. Today, I was notified that the prescription is in "Pre-Shipment" awaiting USPS pickup. Today is 7 days since they received the prescription, and they still haven't even shipped it. They say allow 3-5 days for shipping. The inefficiency in most insurance systems is problematic at best. Express Scripts seems to find a way to compound the problem, making it more difficult to receive the medicine the physician has deemed necessary for treatment. This is only one example that is representative of most of my experiences with Express Scripts. While they may mean well...it is a horribly inefficient company that puts patients at risk with their inefficiency.

OMG Stay away from this place!!! I have been dealing with Express Scripts for the past year, I order medication every three months and let me tell ya... They screw it up every single time! I even go through the customer service rep because I would think it would be less prone to error, NOPE. Biggest issues I have found are medications being shipped to the wrong address/no address at all - POST address confirmation. They will also screw up your billing beyond belief! If you are looking for a dependable pharmacy to get your medication to your door in a timely and accurate manner, THIS IS NOT THE PLACE FOR YOU!

I was required to sign up with the Omada Health system before I could get a prior approval on a medication I had been taking since July 2024, which had been approved by Express Scripts since July 2024. I jumped through all the hoops to get signed up with Omada, which they recommended I continue getting the medication. However Express Scripts has denied it twice now. My Dr. submitted the appeal, and it was denied in less than 20 minutes of it being submitted. I see why this company has the poor reviews. Yes, I have reported them to the Department of Health and Human Services. It is clear that they are only out to make money. I have never written a review on a company but when you interfere with someone's health there needs to be accountability.

This company is a scam!! Make sure to take your own documentation because they don’t comment your calls or concerns about your account. Also make sure you have a recording if they tell you they will do something, because they will refuse when you call back to verify the information you were JUST told. Do not give them your personal Info!!!

Absolutely horrible company. They don't care about the patients' needs. They only care about making money. I'm going to drop them as soon as possible. I had no issues getting my meds on time for the last 5 years until I got them.

This is the worst pharmacy in the world. Not professional and make fun of people when you check on the status on your prescription. Stay Away from those people, they don't care about nobody and they should be reported to the Department of Heath.

I recently made a request for my usual medication via a phone call. When speaking with the pharmacist, I asked what insurance was on record. While the pharmacist was relaying the information, she mentioned Express Scripts during her relay. I asked her who Express Scripts was. She mentioned that they are a pharmacy benefits manager that offers services in various ways (refills, med. delivery, online ordering, etc.). This was new to me and unheard of until this day; not sure how this company got assigned to controlling my prescription when I have always gone through my doctors. The point here is, I never signed up for their services, and I will be speaking with them to see how, who, and why they are listed under my insurance information at my pharmacy.

Expediting Medications - Was out of my CGMs was told as soon as the prescription comes in we will get it filled and expedited out to you. Nope… did you pay for the expedited mail service..

Express Scripts refused to pay for my $1600 Paxlovid prescription just because I had had Covid 6 months previously and they only allow one Paxlovid prescription every 180 days. Then, to top it off, they gave me false information about how to get a claim review, refused to work with my doctor’s office, were very difficult to reach, and were rude and unhelpful each time I finally did speak with a live person. After 2 Months, I am still trying to get my money back. Recently, I needed a different prescription refilled, and I learned that they stopped carrying it. A local pharmacy told me it would be faster for me to get a new prescription from my doctor than for their pharmacist to try to reach Express Scripts on the phone, since they don’t answer…..

Horrible is being kind. Too cheap to seal pill containers sent through the mail unless it is legally required. 2 weeks before a due refill I no longer needed the medication. I was informed by Express that it was already being processed and could not be canceled. So I paid for meds I threw in the trash. Customer service is useless. I guess paying off the right politicians keeps them in business.

Needed a refill of a critical medication. Had to weed through whether we could refill it because they said it was too soon. Contacted doctor to get updated script. Express Scripts accepted the prescription and was fully aware of the rush. They agreed to have the prescription delivered by February 6th - in 6 days. About three days out, I started checking to make sure the script was on track and if there was available tracking information. Couldn't get tracking info but was still stating the prescription would arrive by the 6th. Today is the 6th and the script hadn't arrived. Called and was told it shipped today and would take 7 days.

This company is terrible to deal with. Customer service staff are unhelpful and uninformed. My prescription took over 2 weeks to ship, and almost another whole week to be received. Their pricing is horrendous.

An insurance company who outsources their customer service to save money is genuinely the worst to deal with. People rely too much on life-saving medications for that to be delayed or denied by crappy service. I just overlooked a call with one of my patients who was made to repeat her issue to an express script rep over a handful of times. This rep was not listening and not trying to assist in any way whatsoever. After making her repeat herself for the 8th or 9th time, she requested a supervisor, and instead of transferring her to a supervisor like she asked, he transferred her back into the general queue. She ended up hanging up in frustration. This was not the first call to them because prior to this, she was misdirected to her health insurance company, who does NOT handle prescriptions and was unable to assist her. Imagine your lives in the hands of people like this... Sad.

Awful, incompetent staff. I asked them to cancel one prescription and they cancelled both. Have no clue what they're doing, pharmacists are awful. Staff is untrained on NY state law and doesn't have a simple reference point where they can even confirm before telling you that you can get a controlled substance for over 30 days.

I've called every day to try to to understand where my prescription is. Every agent tells me a different story. Their off shore "customer service" appears to merely be a contracted call center with 0 impact into any of the Express Scripts operations. The wild part here is seeing just how many negative reviews this company has. A bad look for Cigna and/or any other company tied to Express Scripts.

These people should be in jail. Unfortunately, we are stuck with them for our medications. They say the most outlandish stuff to get out of paying for my medication even my pharmacist is in shock. And they hang up on you if they don’t want to listen to you anymore. When I call, I repeat myself 20 times because they don’t even know what I am asking them. If you can avoid them, do so.