December 2022 by Jen B.
This month, I wanted to call ahead to make sure I wouldn't have this same issue. Pretty reasonable right? My script is supposed to be ready tomorrow. I called yesterday during business hours, not during their lunch, no one answered. I called and called close to 8 times. No one answered. Today I went to call again. I called them from 10:30am-11:30am. I kept hitting 3 to be transferred to the pharmacist. No one answered. I tried calling again - sat on their automated voice system for 48 minutes. No answer. My last attempt I hit #3, 13 times, no answer. I finally called the front desk at Rite Aid. The lady politely answered, I told her my situation, she said she would walk back there and let them know to pick up my line. Finally, the pharmacist answered. I told him my previous ML this experience and wanted to confirm I could get my scripts tomorrow and make sure they would be there. He said they would be, BUT I was "out of refills" and I need to get in touch with my doctor and tell them to get back to their "e-verification" request and to send the pharmacy my refills. I reluctantly hang up the phone, called my doctor's office told them what the pharmacist said. My doctor's office. Said they sent over my prescription refills already, and they're showing I have refills on file. My doctor's office then said they were having issues with this Rite Aid they would call them today to make sure they had my prescriptions on file and my refills so I could pick up my script tomorrow. I initially thought that would work. I called Rite Aid on Vista back to let them know were refills on file and they had resent them and to make sure they were looking out for their call. However, yet again. I sat on their automatic voice system for close to one hour with no one, picking up the phone at the pharmacy. They go to lunch at 1:30 PM, so I again call the front desk at 1:20 PM moments ago and told the woman my situation again. She said they had a line of customers and then would be taking their lunch at but she would leave to have them call me after their lunch. The woman running the front desk/register at Rite Aid is the only person I could get to answer the phone this entire day. No one answered yesterday when I know an answer today. So what happens when my doctors's office calls to let them know, they resent and should have refills on file? You guessed it, no one answered. Even if you in as a doctor, they still aren't answering tHe phone. I have worked in during my understand when things are hectic, and you can't make everybody happy and you're doing your best. I am sure the people at this pharmacy are working hard and there are likely things going on during the day that we as customers know nothing about. However, not answering the phone not picking up when you're customers are calling, when the doctors offices are calling, for hours on end is not acceptable. It's just not. And to have this be on going, to be hours and days on end, is mind blowing. This Rite Aid has been so amazing for so many years. As of late, it's not a pharmacy I would recommend to anyone. It should not be this hard to fill your prescriptions. To answer the phone, to do your job. It is super disappointing.
