Express Scripts Reviews

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.

If I can give a zero star I will. They know pts can save money by filling up their prescriptions for a 90-day supply but their laziness to call the doctor to get a 90-day supply for my son’s prescription prevailed.

New process for pre-authorization for GLP-1s going through a 3rd party called Omada Health. This required my doctor to request pre authorization 3 times, my pharmacy calling 3 times to try to get approval. A delayed response for coverage just for them to send me a stupid scale that I don't need. It has been over a month and I still cannot start the medication. Customer service doesn't not help, let the doctor know that there is another hoop that the patient needs to jump through, and is completely redundant. My doctor asked all of the same questions that this stupid app made me answer. This is just another way insurance companies have found to deny coverage to needed medications.

Long story short.. I was approved for Zepbound in August 2024.. With one refill until November 2025. When I went to pharmacy to obtain refill in January 2025, I was told the prescription was denied. After a dozen phone calls to my doctor, pharmacy, and Express Scripts, I was advised by Express Scripts that all PAs (Prior Authorizations) have been automatically expired as of 12/31/2024. (What)? Really. I was advised that my company implemented a new plan in which employees using specific medications must be part of the Omada Health plan. Again, What? Never received notification of this. I then joined Omada and completed the steps required (four weigh ins and four communications with a health coach)...And was still denied. This time, the excuse was that my doctor did not send in a specific BMI document (although the clinical questionnaire was completed successfully).

God, I pray you read the reviews before sending in your scripts like I unfortunately didn't! This has been the biggest nightmare of my life!! Please don't believe anything the first person you talk to on the 800 number because they tell you that you'll have your medications in 7 days. Hahaha. The only reason I sent all my scripts to them was because my local pharmacy has been on backorder for the last two months. And here's the thing that blows my mind, after 45 minutes of my doctor's time telling them why I took it, they overided his reasons and decided not to fill it! I actually talked to the pharmacist working on it and read him just a few things off of my MRIs such as severe chronic compression fracture on 3 of my vertebrae. My entire spine is messed up and I deal with severe chronic pain but that didn't make a difference!

They refuse most prescriptions, saying not medically necessary. Usually end up using GoodRx. They seem to think they know more than the physician. On an Rx they refer refused today was able to fill using Rx for $28.

I can’t stand this place. The only reason I use it is because I have to. They’re ALWAYS dropping the ball on my deliveries. This last time they didn’t ship my life saving medications because they “needed me to confirm my address”. I'VE HAD THE SAME ADDRESS FOR 7 FRICKIN YEARS!!! They’re useless. Good luck with this place!

The middleman of the middleman. When you have used before Walgreens or other pharmacies, you are very surprised by the service level of Express Scripts. Getting a prescription refilled online, forced me to contact my doctor, and they say that it takes about 7 days to get a prescription refill but in reality 10 business days is a strict minimum. If you ran out because of the slow process, you can get your prescription expedited which still takes time and an extra fee. Also dealing with their IVR is a pain in the butt, calling Walgreens pharmacy and you get a life person in 3 minutes but with express scripts I spent 12 minutes with a machine and I had to repeat myself to an agent that I had a hard time to understand.

Wish could give minus stars. I don't even know where to begin. For my colonoscopy, I have to use specific prep. Approved for last procedure but not last year. And of course, my procedure did not go well and now I have to do it again sooner because they would not approve. There is more to the horrible story but that is the short version. Most recently both my husband and son were approved for a prescription then my husband's was canceled - now approved again. My son received a month's worth, now they have canceled. There is no way to even tell the horror stories and lack of customer service or management. It's truly pathetic they are even allowed to make decisions.

I am forced to use this pharmacy for medication that is strictly controlled and only sold through them. I have had consistent problems (especially every 6 months) when it comes to needing prior authorization from my insurance company. ESSDS blames my doctor, my doctor blames the insurance company, the insurance company blames ESSDS and in the end, no one cares that I don't have the medication I need consistently, on a daily basis. The people answering the phones are incredibly rude and impatient. The last "insurance specialist" I spoke with at ESSDS gave me a bunch of excuses and then left me hanging so 3 days later, I still have no idea what the status is of my medication (that I am currently out of and need to be able to function and work). I'm just shocked that this exclusive "pharmacy" that gets to manage the distribution of controlled medication can't seem to get it together.

I’ve been waiting almost 3 weeks for my medication. Their response is “you have to wait”. Not at all helpful and their records are not correct. In the future I will avoid any plan that uses Express Scripts.

This company makes excuses not to approve your prescription request, they are complete scam. You pay for a service and have to fight tooth and nail to get approved for anything. Express Scripts is currently in the process of being sued, and continue to do practice bad business on the backs of the consumers. Note if you call customer care you are transferred multiple time, their management team will not take care of you.

I would give 0 stars. I have had nothing but trouble with these people. This is what my insurance demands so I have no other choice. They will not deliver my ozempic (for diabetes) and told me I had to get it at an in-network pharmacy. There are several listed on their site, but they told me none of those are in network. Made no sense. After fighting with them for days and threatening them with a lawsuit, they agreed to allow me to use Walmart for the medication. They barely speak English, and when you ask a question they read from a script without answering the question. We are currently petitioning my company to get rid of Express Scripts. No one is happy with them.

Express scripts is so invasive. They give problems to every single month of medication needs. They want to force three month supplies and for the prescriptions to go through them, yet there is a drought on the medication to where no one can give out three months at a time... so they constantly halt medication being distributed on time. They stop every step my doctors or my pharmacy takes. There has never been a time since I have been forced to use Express Scripts, that they didn't interfere or cause me problems, or excessively over charge me. If I could never deal with them again, it would be too soon.

I have had the unfortunate luck to have to use express due to my company health plan. About 2 years ago I was trying to end a tobacco habit, talked to a manager only to be told I couldn't get it unless I had something wrong with me. They refuse inhalers my doctor wants me on. Now I've been prescribed a medicine they decided they weren't going to cover this year. Well then they gave me a bunch of hoops to jump through I did and still waiting. They keep telling me they need final authorization from my Dr. We'll this has been going on for 2 weeks. Really poorly run business. If you have a choice move on. Rated 1 star only because I have to rate.

I would not recommend them. I’ve never had a good experience and nothing is ever seamless. They make everything difficult. Automated calls. When speaking to agent they try to help but their hands are tied.

Terrible all the way around. They further complicate things by forcing people to use the accredo division of the company. Accredo is who I have to suffer through dealing with to get my asthma medication ever 28 days even though it’s a 90 days prescription. I called accredo this morning and was told to call another department who told me to call yet another company that they don’t have contact information for.

Received email stating order will be sent out 1-15-25. Called them on 17th when no order sent on portal. Got told no idea why I received email about the 15th. Terrible customer service. Never had these issues when prime therapeutics was used for mail order and always received in 2-3 days. Now it takes twice as long to get here once shipped.