I have NEVER had a seamless experience with ExpressScripts — and I have two children who require daily doses of controlled substances due to ADHD/ASD. Not once. Never. Doesn't matter the situation in the years I've been doing this as a parent — whether it's the script, processing, shipping, delivery, accountability, resolutions; nothing. The company has no idea how to effectively run a company of this magnitude — and unfortunately, it doesn't matter because families have no power. They must use this company because of their insurance [like myself], so their incompetence goes completely unchecked. I absolutely hate it.

Examples:
1. Lost medication for my son and ZERO protocols to rectify such as claims against the shipping company, or definitive ways to get me the medication in an efficient or expedited way due to their mess up.

2. No source of customer relation resolutions for the mistakes the company makes such as paying for a new bottle, paying for expedited processing or for overnight shipping. I had to pay out of pocket.

3. The level of repetition required to get an answer - multiple phone calls, loss or lack of information on account, repetition of information, waiting on hold to speak someone to verify and go through process again and again.

4. Hung up on by a representative.

5. Calling 6 times in 72 hours — and sitting on the phone for over 4 hours and still not having a resolution.

6. On four different phone calls — repeating to 4 different people the appropriate address the medication needed to go. Each one misspelled the different parts of the address. Why doesnt Express Scripts have a system that autogenerates when you type in the zip code or beginning of street?

7. Tone of customer representatives. Useless and incapable of helping.

8. NOTHING said to be completed by previous people was ever completed or noted —- which required me to continually call back and follow up on this company's incompetence—which then led to more waiting and incompetence because what was supposed to be accomplished wasn't. And when I checked online each time for this updated information, it was not there.

9. Certain Customer Representatives apparently have different accessibilities — so if I call with a question concerning my son's medication, I may or may not be able to have my question answered depending on the person who answers the phone. Consequently, I'm constantly transferred to different people.

10. It took me being on hold for MORE than 30 minutes for a supervisor to be available — and this was after speaking to someone for 10 min who didn't have access to any of my information. I still never accessed one because then I was transferred to a new representative who had me go through the entire process again.

It felt like a game, and I was the loser.

In January 2022 I spent 7 hours (in one week) chasing a prescription sent to Express Scripts. The end result was a fulfilled prescription and physical distress that lasted for weeks afterward. In September of this year, I experienced deja vu and am in the process of being physically sick and have already passed the 7-hour mark (of time spent chasing a prescription) and I have yet to achieve success.

Since the beginning of my time with the plan - beginning in 2004, having a prescription sent to Express has been a gamble. This mail-order pharmacy is to big and too impersonal to achieve anything resembling decent customer service. Very few prescriptions sent to this pharmacy were problem free. It got so bad that I blocked this pharmacy for years before I tried to use it again - and I did so because the price difference (under my insurance plan) between a retail pharmacy and E. S. was substantial (for my particular medications). Due to the current conflict and absence of customer service, I've decided that the lower price is not worth the hours of futility, ghosting from customer service reps, and inflexible/insubstantial customer service.
On September 15th received a bill for medications I never received. This was puzzling as - in my particular situation - E. S. confirmed that the company would only provide meds to me when I prepay. I agreed. When I received a bill on September 15th for meds I did not receive I contacted the company. The first issue was to get a replacement for those meds. The agent took my payment info, charged my credit card, and, told me to expect the order within 5 - 7 business days. I called a week later to obtain a tracking number (since no email came regarding the status of this order - typical). Despite my bad experiences with this company, I was shocked that the initial findings of the telephone rep was the inability to find the prescription. It took 10 minutes of searching to discover that the employee who took my payment has misfiled the order. This is a regular problem with E. S. Most of my prescriptions since 2004 were misfiled - a fact that no E. S. employee would acknowledge nor explain why this misfiling practice wasn't addressed in the near 2-decade span of having this occur. Further, I was told this employee was new. This discovery was discussed further with a low-level supervisor. I was outraged to learn that if I didn't call this to their attention, my prescription would be in limbo forever. This new employee's work wasn't checked and the fact that this was a long-standing practice should be a matter of investigation. If this happened to me on a regular basis for almost 20 years, you'd think that there's something really wrong and changes would be made. If it happens to one particular customer, it must be happening to others as well.

When one calls E. S. customer service to reach customer service, one should expect a waiting time of 5 - 10 minutes before a rep connects. A voice prompt won't advance the call until a name, address, and other info is provided. A customer service rep then asks you to repeat the info. If matters escalate and a supervisor is required, expect a 10-15 minute wait. In my case, I was transferred to advancing levels of supervisors.

Between Sept. 15th, the date my credit card was charged and the telephone rep. Confirmed a 5 - 7 day delivery date and yesterday, Sept. 23, I already spent 6 hours chasing THIS prescription. Calling the doctor to resend a prescription, calling E. S. to learn - yesterday - that the doctor had to also send in a pre-registered questionnaire ( a fact never mentioned before), and understanding that for every step E. S. botched, a rep also withheld info necessary to get my prescription filled. Despite conference calls between the doctor's office and E. S., my follow-up between the two, confirmation from the doctor's office that they sent off several replacement prescriptions, and a replacement questionaire, E. S. continuous claims of non-receipt appeared to be fake. How many times can one screw up an order. Misinformation, omission, denial, deflection, ghosting, disconnects, and hostility were what was offered during every single phone call.

After a while, it becomes impossible to accept such rudeness and apparent substandard business practices by this company. No subscriber/customer should be forced to spent 5-6-7+ hours trying to get a prescription filled as a regular practice. And I've had to do this 4-5-6-times since 2004. I believed that the lower price offered by E. S. for a praticular med was worth the time and trouble the company dispensed. It is not.

As of this writing - Sept. 24 - I am forced to wait until Mon. Sept. 26 and start another round of calls to my doctor (who will send a 3rd pre-authorization questionnaire to this customer service-free company, chase this prescription, and wait for the receipt of the meds (paid for more than one week ago) before lodging a complaint for unacceptable business practices. I would steer clear of this company if you want to obtain stress free prescriptions in a timely manner.

I will start with the accident. A few days after Charlie I was cleaning up the trees that covered the roads for my employer. Someone cut the trees incorrectly causing a 60 foot Austrian pine to hit me and throw me 50 feet. The tree landed on my legs crushing them. I have had extensive surgery to save my legs but have extreme nerve pain that I cannot even stand the wind blowing across my legs. I take medication monthly and have for seventeen years. This sadly is not a one time occurrence with this pharmacy. This happens every single month. I have had this issue everyday with them. They received the prescription on Monday 4/11/2022. Come Saturday it still has not shipped. I have explained to them several times I will be out of medication on Thursday. I called back on Thursday spoke to a Supervisor who verified that the prescription was filled, counted, inspected, packaged and ready to go. I requested one day shipping and gave my credit card number. Now one would think a prescription would not sit there 5 days after being filled just sitting there. Knowing the customer is out of medication. Supervisor Amanda was horrible, has no empathy, as I explained my accident and I will not be able to do anything I said "Well Amanda I hope you will have a Saturday". She stated in a satellite voice. "Oh I WILL" she states her and hers will be fine this weekend. Tells me I'm blessed from my accident. Amanda actually got tired of talking to me as I called to keep up on my prescription to make sure it would send. They even made up a tracking number that does not even work. It is invalid tracking number. Amanda told me that I can use my tracking number and track my prescription myself. I tell her I cannot and she knows it because it is an invalid tracking number Then she puts me on hold and never comes back to the phone. So professional. Every time you call you will get a different story. They make things up as they go. No joke. I am still reeling in my brain the fake tracking number. So, now it is A holiday weekend I will be out of my medication for 7 days. I tell the supervisor Amanda do you people not care about your customers. She basically stated no they don't. Express scripts has thousand and thousand of customers. So as long as your sending in your money they are happy. Do not expect any customer service. Here it is Saturday evening and Amanda is so professional she put me on hold, waited till 5 pm, picked up my call and hung up on me. She did not even have the decency to come back on the line and give me an update. If you like to have no respect, no compensation, no empathy, no one who cares about you because you are just a number (and they said it). If you like to suffer by not having your medication (and some people have medication you can die from not taking) and make up tracking numbers which to me has to be illegal, just so they do not have to talk you. Then this is the pharmacy for you.
If you like your medication on time, like to be able to speak to pharmacist and trust that what they are saying is true, like to know they care somewhat for you and understand what you are going through do not get your prescriptions here. We are going through the workman's comp and have no choice. I would just say... RUN RUN AS FAST AS YOU CAN! I have added a screen shot of the UPS tracking number that I was told to use to track my prescription.
They do not know what more I want? I have downloaded the UPS tracking number that is invalid showing everyone the level of unproffesionalism from ddd

THE WORST, PERIOD!

My question to EXPRESS SCRIPTS: "What shipping method does EXPESS SCRIPTS use? The reason I ask is that when I ordered through EXPRESS SCRIPTS in the past, they used the USPS. The problem with that is the mailbox that my HOA requires me to use is black cast-aluminum, and during the summer it's like a solar oven which is NOT conducive for the storage of medications."

EXPRESS SCRIPTS' reply: "Mr. S, Thank you for your online inquiry. I understand your concern regarding the time it takes for your medication to be delivered. I sincerely apologize for any confusion or inconvenience this may have caused you. I will be happy to assist you. Express Scripts offers standard shipping free of charge. With standard shipping, most orders are shipped via DHL to your local post office. The postal service will then deliver the package to your mailbox. We also offer one day shipping for $21.00 and two day shipping for $12.00, the expedited shipping goes thru UPS or FedEx. If you would like to speak with someone in Member Services, please contact Express Scripts at *******952."

My response to EXPRESS SCRIPTS: My question had NOTHING to do with the time it takes for medications to be delivered! However, you did answer my question about the postal service being used by EXPRESS SCRIPTS as its primary mode of delivery. As I stated, I CAN'T HAVE MY MEDICATIONS BEING LEFT IN A MAILBOX THAT BECOMES A "SOLAR OVEN" DURING THE SUMMER MONTHS IN THE DEEP SOUTH! If EXPRESS SCRIPTS is unable to accommodate my needs by using UPS STANDARD delivery at no charged to me, I WILL NEVER ORDER MY PRESCRIPTIONS THOUGH EXPRESS SCRIPTS!

EXPRESS SCRIPTS' response: "Mr. S, Thank you for your online inquiry. Your safety is of the utmost importance. I sincerely apologize for any frustration you have been caused. I will be happy to assist you. Based on the nature of your email, I feel it would be best if you spoke to a pharmacist. I wanted to contact you by phone to connect you with a pharmacist, but it is outside of the hours that I am able to call you. The email team is able to make outbound calls between 8 a.m. and 7 p.m. in your time zone. Our pharmacists are unavailable by email and can only address your concern by phone contact. They are available 24 hours a day and 7 days a week. To speak with a pharmacist, please call Member Services at the number below and request to be connected."

Express Scripts is in the business of preventing you from getting your medication, not providing it to you.

In two years I have had nothing but problems with them having issues. First they changed my medication by going back to my doctor to have him rewrite my medication so that they could give me ANY medication they chose to instead of the medication he prescribed. This was BIRTH CONTROL. I had been on this birth control after dealing with many issues with others and finally found one that worked. Apparently it cost a couple of cents more than a cheaper generic (it was already a generic) so they changed it. I was furious, they didn't ask me or inform me - they just sent me a medication I was NOT prescribed. So I forced them to send me my PRESCRIBED MEDICATION.

THEN miraculously a few months later I was informed that my birth control was DISCONTINUED and there is nothing they can do they have to change me. My birth control is NOT discontinued. It is MIBELAS 24 and I can get it from ANY PHARMACY IN THE COUNTRY EXCEPT EXPRESS SCRIPTS.

They forced me to change to Melodetta. Then a few months later NOW THEY SAY MELODETTA IS DISCONTINUED and they have to change me AGAIN! So in less than 2 years I have had to deal with Express Scripts changing my BIRTH CONTROL THREE TIMES!

So I am making every effort to make sure that everywhere I can I report this. Express Scripts is NOT in the business of providing medication as prescribed. They are in the business of ensuring that everyone that is forced to use Express Scripts is forced to use a generic of a generic of a generic and switch constantly based on whatever the cheapest medication is that they can get at the time.

Their business practices are absolutely disgusting.

ZERO stars is a more appropriate rating. DO NOT USE THIS COMPANY! I have been on a controlled substance medication for over 10 years and my employer recently started requiring employees to using Express Scripts for 90 day supply medications. I mailed in my prescription, and it was ALLEGEDLY shipped over 2 weeks ago. Mind you I have gone without my medication all this time. I contacted USPS since I did have a tracking number and found out they never received the package from Express Scripts (a shipping label was printed and it was in the Pre-shipment phase). Of course Express Scripts is blaming the Post Office and would rather argue with me than come up with an acceptable solution. Every representative I have spoken to over the past 2 weeks has given me information that completed contradicted what the previous Representative/Supervisor/Social Media Relations told me and made false promises.

Express Scripts has taken ZERO ACCOUNTABILITY for losing track of where my medications are and will only send me a replacement after my Physician sends a new prescription (process time averages 5 days). So I did all of the leg work getting a new prescriptions. Well then Customer Service charged me $100 AGAIN and stated "We never told you the replacement would be free of charge" - "If your original order never arrives we will refill your next order free of charge, or you can request a refund in 30 days & it will be processed within 30-60 days"!

I am an Intensive Care Unit Registered Nurse and as a healthcare professional it is absolutely terrifying to encounter this level of incompetence. Again, this medication is a controlled substance that very well may have ended up in the wrong hands. Today alone I was on the phone for over 3 hours and spoke to one fabulous Supervisor. Well, so I thought because later in the day when I called to follow-up the Supervisor's Supervisor told me everything I was told was FALSE and my replacement prescriptions were not valid so I will not be receiving my medication after-all. I am thankful that although it is an inconvenience I will not die from missing doses of this medication.

PLEASE DO NOT FILL YOUR MEDICATIONS WITH THIS SHADY COMPANY! I would not wish this nightmare on my worst enemy, and there is no solution in sight for me at this time.