• Express Scripts

Express Scripts

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Overview

Express Scripts has a rating of 1.12 stars from 307 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Express Scripts most frequently mention customer service, local pharmacy, and mail order problems. Express Scripts ranks 87th among Medical Supplies sites.

  • Service
    149
  • Value
    136
  • Shipping
    121
  • Returns
    74
  • Quality
    117
Positive reviews (last 12 months): 1.7%
Positive
1
Neutral
0
Negative
57
4
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What reviewers want you to know

Positive highlights

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Critical highlights

  • The customer service was so bad that I ended up getting a single person to speak with to get my prescriptions filled.
How would you rate Express Scripts?
Top Positive Review

“Solved a problem for me that no one else to was able to”

Debbi K.
4/2/19

I would like to say thank you to the young man I spoke to this afternoon. He was able to resolve an issue that no one else could figure out for weeks. This young man is a true asset to your company. Debbi K

Top Critical Review

“Bad experience”

Sini V.
1/18/24

Express Scrips web portal is really bad. They confuse orders. It is so hard to make changes on orders. Their customer service is nonexistent. The delivery time is very long. The do not care about their customers. Now their ownership has changed, so all things got worse. Since my Cigna health insurance had changed to select Express Scrips it's been only lots of frustrations and headaches.

Reviews (307)

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customer service (85)
Thumbnail of user williamm5611
3 reviews
12 helpful votes
September 9th, 2023

I had to make a change to my payment information. The rep immediately started telling what she can't do and didn't ask any questions. Then argued with me. All I wanted to do was change my cc information. Very poorly trained customer service staff. The service is great as long as you don't need help from a live person. If you can just search for better alternative. Or just google-search for 'TOPA2GET' and you forget about any probs getting rx.

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Thumbnail of user roberto1244
1 review
0 helpful votes
February 10th, 2022

I live in Montana and several times have had deliveries take over 2 weeks. The trucking company evidently does not have the equipment, means or will to cope with winter road conditions. They are incompetent, and unresponsive. VA/Tricare must find a new contractor for this vital service. Too many work from home employees means terrible service, why would we allow that in all of the places - Texas. Who is monitoring Expess Scripts performance? Someone provide some insight into how they got such a contract, sure looks political to me.

Tip for consumers:
Order your meds a month before running out.

Products used:
Terribleshipping

Service
Shipping
Thumbnail of user krism356
1 review
0 helpful votes
March 14th, 2023

I have not had a problem with Customer service, obtaining my mail prescription medicine timely. My issue is my diabetic med that has gone up in price $136.00 to a total of $586.00. The increase came after the Insulin cap of $35.00. So to me my increase is because of the cap. I work hard to stay on pills and not have to go on Insulin. This is how Pharma & associated help people. Don't get me wrong, I am happy about the cap, it would have helped my family, but God forbid you lose $ helping people with costs. You just have found a way of recovering your Loss. People out here need help!

Thumbnail of user abbyf31
21 reviews
38 helpful votes
September 24th, 2022

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.

Tip for consumers:
Skip this mail-order pharmacy unless you have lots of free time to chase the prescription.

Products used:
Still waiting for the merchandise.

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Thumbnail of user steveny454
2 reviews
2 helpful votes
December 19th, 2022

Greetings,
Last week we called in a refill with this firm. Called today and they do not have an estimated time of arrival. This is a life affecting medication and should have been shipped with high priority. They wanted me to contact my doctor but since I went with Express Scripts they will not initiate another Rx. I feel no love here.

Thumbnail of user lisao1240
1 review
2 helpful votes
July 6th, 2023

They don't want to give me the amount of medication that my doctor wants me to have. I can only have a smaller amount. I just suffer the rest of the time. Also, I can't call them on the phone because I can't get anyone who speaks English clearly enough for me to understand. Today I tried 3 times before giving up. I left a message for my doctor, instead, to see if she can call them about a prescription and see if she can understand them. I understand they want to save money by outsourcing their call center to Somalia or wherever, but patients lives are at stake and we need to understand what they are talking about and we need our prescriptions that keep us alive so that we can work more hours and give them the rest of our money. When they do their job well, it's great. But other times, they are useless, and sometimes dangerous for the patient.

Thumbnail of user unhappyp11
1 review
13 helpful votes
January 25th, 2020

I am new to Express scripts. I had Optum RX, who were available 24/7. I have my doubts in a pharmacy that is closed Sat and Sun.? People can due without meds for 2 days while you close your doors for an entire weekend? Not impressed! Will check other home delivery companies... I only care about a pharmacy that cares about patients... NOT 2 days off!

Thumbnail of user gm445
2 reviews
1 helpful vote
May 3rd, 2021

If there is a credit on an account the company policy is to leave the credit there, regardless of amount or reason or length of time. There is no 30 or 60 day review. They want to hold your money whether earned or not.

Future payments are deducted from the credit balance until they receive a refund request.
After a refund request Express Scripts will review the account, not before. If they want then they will issue a refund.

Meanwhile... if there is a balance due, no death is good enough for you.

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Thumbnail of user garys1996
1 review
1 helpful vote
March 13th, 2022

I am retired from the Air Force and have used Express Scripts for over 20 years. My wife has several prescriptions filled by them. When she ran out of one of their prescriptions I contacted Express Scripts and they said it was delivered on 2 Feb 2022 and since it was shown as delivered they would not replace the order unless I paid for another refill. Their representative recommended I contact my wife's doctor and have the prescription filled at a local pharmacy.

I used to use Express for my prescription but my doctor will no longer send my prescriptions to Express Scripts. We still use Express Scripts for my wife's prescriptions because the copay is lower and she has numerous prescriptions.
The following complaint is basically the same as mine:

should have received a refill for an expensive medication through TriCare 4 Life but when I called Express Scripts today to tell them that in spite of the tracking information on the refill telling me that the package had been delivered I have not received the refill. They informed me that according to their records it was shipped in one package with another prescription. I did receive the second prescription. I believe the lost prescription was not placed in the container with the second Rx but that someone at ExpressScripts failed for whatever reason to include the lost Rx. This drug costs me a $29 co-pay and the government $600. ExpressScripts now says that since it has been more than 45 days since they mailed the Rx there is nothing that can be done. In January I had a similar experience except that at that time I was told I hadn't waited long enough to get a replacement for a non-delivered Rx. Someone needs to investigate this company. I believe they are ripping off the US Government and its beneficiaries.

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Thumbnail of user cjk3
3 reviews
23 helpful votes
November 5th, 2016

I have lived insurance free for over 10 years. So when I ended up married and with insurance, my eyes were opened to a completely different world. I was being told that "I had to have my medication fill thru the mail", and no I don't. I want to see the hands that are touching the pills that I am going to consume. I want to judge how competent those hands are. If they want to punish me by making me pay more money, so? I lived with out insurance for over 10 years? Big deal. But there happens to be one medication, that I haven't found a work around for, yet, express-scripts insists that I must keep a credit card on file with me for me to be able to get the medication. They will not allow me to go elsewhere to get it. They will not send me an invoice. They want to bill my credit card when they feel like it. I don't permit that kind of activity with any of my credit cards or checking accounts. Demanding that I have a credit card on file to get my drugs. Refusing to send an invoice to my email account. I can't trust their business practices.

Thumbnail of user jani49
1 review
0 helpful votes
December 1st, 2022

Express Scripts is used by my husband's employer. My husband and I prefer to pay for our scripts separately, but in order to do so, we have to pay by check because they won't allow separate payment online. I get notices refills are needed when they aren't, and when orders are refilled, they take twice as long being delivered as they were by our previous service. Efforts to resolve our issues have not been addressed to our satisfaction.

Thumbnail of user geraldh394
2 reviews
0 helpful votes
May 3rd, 2022

I attempted to refill a prescription with the company. I was met with unknowledgeable CSR who were useless with reading from a menu or a script. I was noticed that the account that I had set up in March was deleted because I had not used it in18 months. Yet the have all the information. This company can prove to be detrimental to its customers health if they are so incompetent about prescriptions.

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About the business

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