Nick B.

My customer experience with PillPack has gone from Excellent 2 years ago, to Extremely Poor February 2023. About 30 days ago, I called PillPack to get a 3 days supplies of 2 meds for my 85 y/o mothher, who was missing those meds. I was told by the Agent that the best thing for me to do was to have them transfer out my mother's prescriptions to a local pharmacy, have the 3 meds filled locally and then they would transfer the prescriptions back in to PillPack. To my surprise, in February, we only received 1 of the 8 meds from PillPack. When I called in to inquire why only 1, I was told that the prescriptions were not transferred back in to them. I also informed the Agent that my mother will run out of meds on 2/10. That was on 2/6. I was informed by the Agent that they would initiate the request to have my mother's meds transferred back in to them, but it was also suggested that I contact the local pharmacy to request the same, as a backup; which I did and was assured that they would do as requested. Well on 2/8, I have not heard from PillPack, so I made another called to them. I was told by another Agent that they had requested the transfer from the local pharmacy, but still had not received it. They assured me that once they do, they will process my mother's meds so that she will have them in time. On 2/10, still not hearing from PillPack, I made another call into PillPack to get a status. I was told by yet another agent that they made the max number of calls to the local pharmacy and and they did not receive the meds transferred back. I asked how many attempts constitute Max. I was told 2. I then asked if they had a problem with filling the prescription, why didn't someone give me a call. I was told that it was listed in the system and they were waiting for me to call back in. I raised the point that for something as critical as prescriptions, you don't see the need to be proactive and reach out to the customer. I was told that they were extremely busy that week and so they didn't have time to call.
I requested an escalation to a supervisor and was initially told that it will take 24-48 hours for a manager to call me back. When I refused to accept that, a supervisor eventually came on the line, only to be told the same thing that they reached the max number of outcalls to the local pharmacy and there was nothing else that they can do. I explained the severity of my mother's illness and the need for her to have her medication, of which she is completely out of. I requested another escalation to another manager. The 2nd escalation manager continued with the company line that they have made the maximum number of calls to the local pharmacy and if I wanted to get the prescriptions filled, then I should get them filled locally, because it is not possible for PillPack to fill the prescriptions and get them out to my mother in time.
Bottom line, no one is willing to take ownership at this company. If one agent provides erroneous information and you follow their advice, no one else in the company is willing to own the problem, but rather points to the problem being that the initial agent provided bad information.