I often wonder what is so difficult about customer service. Why would anyone involved in a service industry choose to be an asshole when with the same amount of energy, they could be polite?
I have a prescription that I fill every month. We call in the prescription to a Rite Aid that is several towns over, where I used to live.
This is a prescription that I get six pills a month for a low, covered by insurance, price. The prescription is for twenty pills every four months. For two years I was able to get twenty pills every four months at an insurance covered discount. Then one day I picked up the prescription and they only gave me six pills covered by insurance. I paid out of pocket for the remaining fourteen pills…about $400 vs. $20. I later found that insurance paid for all the pills, but for some reason only in lots of six every month. So now I order every month; but for two years I over-spent a total of $3200 more than I needed because they couldn’t explain the ridiculous insurance plan to me.
OK, so I’m not real fond of this Pharmacy, but I still use them anyway.
Last Thursday we called in this month’s order. Generally, we could order at the store and in an hour or two it would be filled, but I was in no hurry so I did not go for the pick-up until Saturday. The pharmacy is about 20 minutes away, but we are usually shopping in the area so I still use this store. Saturday I made the 20-minute trip, waited in line for 10 minutes and when I gave the clerk my name for pick-up she couldn’t find the order. She looked it up on the computer and then in a voice that indicated she was frustrated by my presence told me,
“This order is not due in until Tuesday…we have your phone number to message when it comes in don’t you check to see there was no message?”
NO! I didn’t check. For something that ordinarily gets filled the same day, wouldn’t you think they would message you that the delivery is delayed? If the computer told her the pills would be there on Tuesday, why wouldn’t they give me that message as soon as they had it?
Well they don’t. I guess I should have called. Maybe I’m an idiot, but how friggin difficult is it to say,
“I’m sorry Mr. Hagy, that prescription is not in until Tuesday. We will send you a message to confirm when it is in, so sorry for the misunderstanding.”
No, instead she was pissy, and she wanted to make sure I knew it was my fault and that I should feel like an idiot.
I didn’t respond to the clerk’s question, I simply turned away and left without a comment. I will pick up my pills on Tuesday and never visit that pharmacy again.
On Monday I got a message on my phone that the prescription would be available on Tuesday.
Thank you, thank you so much…dick heads!