Express Scripts customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Express Scripts.

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Viewing Express Scripts customer service reviews 1 - 25 out of 241
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11
Sep

Posted by Anonymous


on 9/11/22 at 2:37PM

This company denies prescription medication that protects life and will not tell you why. My thought would be it's too expensive and they don't want to pay it so they make a higher profit. My question then would be why pay them to do a job they are not doing?? It should not take a nuclear war to get meds that you e taken for 7 years that protect your life just because "it's not covered by the plan". And when you ask why it's not covered you get a pre written script! When you ask what it will take to get it covered it's like a dog chasing it's tail!! I am sick of this!! I have no control over what my body has done but I can tell you if I have to I will do my best to own this company and the person that said no! My life is worth more than money. This is SOCIALISM!!

15
Nov

Posted by par501


on 11/15/17 at 5:55PM

Every time I had tried calling the customer service, I experienced really bad service. It's one of the worst of all time.

20
Oct

Posted by Circular Reference Victim


on 10/20/17 at 6:41PM

Trying to deal with the oxymoron doing business as Express Scripts' customer service is the classic definition of a circurlar reference. I called customer service. They recognized my issue (prescription information not showing up on my online account and "hot buttons" not working), but refrred me to technical support. Tech support apologized, and said customer support should not have referred me to them as they could also see the problem, but could not fix it. Tech support's only job was to assist customers with navigation, not problem solving. When I asked for the name and number of a Supervisor or Manager who may be able to actually address my issue rather than waste my time and profusely apologize for their incompetence, they were unable (or unwilling) to provide a contact.

WOULD EXPRESS SCRIPTS PLEASE POST THE NUMBER FOR A CUSTOMER TO CALL SOMEONE WITH THE ABILITY AND AUTHORITY TO END THIS CIRCULAR REFERENCE FRUSTRATION? I left my cell number on my complaint, so I can be reached if anyone cares.

13
Sep

Posted by ANONYMOUS


on 9/13/17 at 11:53AM

ALL of the previous post are true. I have experienced each and every one of them. I have spent hours on the phone to get answers. Now was told it will be delayed once again due to low inventory....WHAT THE HECK!!!!! I have been taking this prescription for years. I was told the first of August it would be shipped on the 30th. I called two days before and was told that is when it would ship. Well no shipment. Called 30th and 31st, sat on hold at least an hour for both dates. Kept being transferred because they didn't what what happened to it. Finally on Sept 1 they told me the problem was that they were low on inventory. WHAT!!!! The are a Mail in Pharmacy that should not be running out of drugs, especially one of which they had the Script for two months. By then I was out of the drug. I told them now I would be in the hospital because of their incompetence and I the next person they would hear from would be my Lawyer. Needless to say they overnight shipped it as a courtesy to me. I will get it through my Retail from hear on out. I don't know how they stay in business, or aren't being sued.

09
Sep

Posted by SarahP


on 9/9/16 at 6:37PM

Express-Scripts is, hands down, the worst pharmacy I've ever had the displeasure of dealing with! Frighteningly incompetent and surly, they have become so bad, in fact, that I've decided I'm willing to pay EXTRA to fill my prescriptions a local pharmacy. If you are ever encouraged to "save money" and or "have convenient home delivery," run away! Far, far away. Express-Scripts will send the wrong medication, or will delay sending the correct one after you've completely run for it of it and not authorize an override at a local pharmacy, they will try to blame your doctor for everything, will demand repeated authorizations, and basically try to kill you!

26
Feb

Posted by Anonymous


on 2/26/16 at 3:47PM

Just spoke to a supervisor at express scripts with no empathy. Was given a savings card through my doctor to get a year free for a medication but since I have a mail order pharmacy plan that doesn't allow it I am being penalized and having to pay $375. Express scripts unwilling to offer coutsey credit. This company is ruthless!

18
Feb

Posted by Anonymous


on 2/18/16 at 10:01AM

I would like to know why I can't have signed delivery on my insulin. I have my home broken into twice. My neighbors have had packages stolen from their porches. I would like to know how to protect my meds being delivered. I don't have anyone home during the day to have my shipments go to. No relatives all live far away. I'm on disability. They told me to keep tracking the package. Well, I've being waiting for it to leave for 3 days everyday estimated delivery Feb. 18th now Feb 19th how do you keep Doctor's appts. I have a lot of health issues so I see many doctors. From day to day I have no idea if I will be ill have to go to the hospital or doctor appts., or emergency. At least have some insurance policy for these meds when they are delivered. This is very frustrating You could at least send a robot phone call alerting us the package is being delivered. I hope to hear a response from you . Thank you,

12
Feb

Posted by Anonymous


on 2/12/16 at 9:23AM

For almost four years now you folks have been calling my home phone number 417-581-2254 for Barbara Bidwell. I have talked to several people at Express Scripts to stop calling my home phone number because Barbara Bidwell does not live here nor do I know any person maned Barbara Bidwell.

Several people that I talked to in the past said they would get this corrected and I told them I doubt that they will and I was right the calles keep coming and I keep hanging up.

10
Feb

Posted by Meadowwood Blvd


on 2/10/16 at 5:57PM

When notified,recorded message) the prescription to be renewed is not mentioned! It would be helpful if the name of the prescription was mentioned!!!

03
Feb

Posted by Anonymous


on 2/3/16 at 12:53PM

A prescription important to my care was never received
I have spoke with many representatives about this matter. Today I was told a replacement was sent out on Monday
I finally was so relieved as it is a large supply only to receive another phone call saying they haven't even started the process yet! NOT MY FAULT I DID NOT ,RECEIVE MY MEDICINE! Now I am being told they have to discuss the missing MEDICINE with my PCP. I am an RN and I know this will be viewed as drug seeking behavior that know one wants to be a part of! I am so disgusted express scripts can not take responsibility for their error instead they lay it on the consumer! Shady

02
Feb

Posted by Anonymous


on 2/2/16 at 6:01PM

i am trying to get set up on comp. with express script i want my med to be mail morder delivered and i think i might have done something wrong while signing up will u please helpme my email address is kenneth my wife name is theda justice id num my name is kenneth justice she is the card carrier and i am covered under her

18
Dec

Posted by Undercutrx


on 12/18/15 at 5:50PM

Express Scripts has set up a maze of requirements and restrictions that make getting prescriptions filled has turned into a nightmare.
"Contact your Doctor", " Have your Doctor contact us", "This is no longer on our formulary", etc.
Part of what my MD and his patients try to do is to focus on health issues, patient care.I have found myself spending more and more time with my primary care MD trying to satisfy Express Scripts increasingly burdensome requirements.
Maybe this is a " cost containment measure";i.e., changing the formulary and making it very cumbersome to get meds that ARE on the formulary will just cause patients to give up, and pay out of pocket at retail pharmacies.
I had very little trouble with Medco, but unfortunately Express Scripts took over Medco.

23
Nov

Posted by SK


on 11/23/15 at 12:19PM

The most USELESS IDIOTS ON THE FACE OF THE PLANET!!!! On hold 45 min to answer no question, inc my diabetes meds 0 copay to $145.99 for 30 day ins with ins. 0 to $50 for test strips with no reason why but oh well. Tell your doc. What alternatives you have? I don't know. Ask your doc. What do you over priced idiots know other then NOTHINGS. YOU ARE USELESS!!!!!!!!!

28
Sep

Posted by Anonymous


on 9/28/15 at 5:58PM

Your representatives keep calling our home. We do not get our prescription drugs, through your company. I have had to block 3 numbers of yours, and now the number that comes up is 1952.. They just called me again, it's 9:00 pm here. I DONT WANT TO BE CALLED AGAIN OR I WILL FILE A FORMAL COMPLAINT!!!!!!

18
Aug

Posted by Trip


on 8/18/15 at 4:48PM

I have to say I have used ESI for years and do not seem to be experiencing any mail order problems. When I order I always use website for refills and for renewals by them reaching out to my Dr and I get my meds pretty quickly. I also have to say that the reps I speak with seem very knowledgeable and take care of any concerns I may have.

17
Aug

Posted by Anonymous


on 8/17/15 at 4:43PM

Someone called on a automatically nber said my prescription can not be sent. Don't no who to call to find out about it.

20
Jul

Posted by Sean777


on 7/20/15 at 11:16AM

cant get my Meds refilled :( and I need hlep I have called the customer service lines they give me another number to call and when I call it they tell me to call you :( im real confused and not having my maeds im sick please please help

14
Jul

Posted by Hya


on 7/14/15 at 10:16AM

Worst company ever!!! This company does bait and switch with their price. Do not use this company!!

11
May

Posted by Anonymous


on 5/11/15 at 2:16PM

Having difficulty convincing express Scripts that my OHI doesnot cover
prescription drugs. Detailed infor set to them as well as phone callls with no response. After one year in the mail order pharmacy program, my numerour prescriptions have been cancelled. Now buying RX out of pocket. MY doctors requests have been ignored. I have sent a registered letter today to clarify whats happening.

22
Apr

Posted by Anonymous


on 4/22/15 at 10:23AM

My doctor and I have been working on this problem for 3 weeks or more. I'm so frustrated and hate using them. My doctor has called them and they still refuse to.send out my meds. So done with them. Lindy Mayfueld

19
Mar

Posted by Anonymous


on 3/19/15 at 6:15PM

I have have not had problems with Express Scripts until now., I am a type 2 diabetic and my doctor wrote a prescription for 30 days for a medication on Express Scripts approved list and the bottom line is Express Scripts refuses to approve the prescription. I get a different story from Customer service every time I talk to them. Corporations think twice before signing a contract with this company.

12
Mar

Posted by Michael London


on 3/12/15 at 12:34AM

'Why all the 'Anonymous' postings? If you're angry at getting horrible service, frequent illogical excuses and you're being lied to ...... speak up and at least use your real name. There are plenty of E.S. employees that want your help to improve the shoddy treatment of customers. But Anonymous postings deserve less credibility. So back-up your criticism with your name.

Express Scripts supervisors have lied to me by throwing the E.S. Reps under the bus, insulting me with totally illogical excuses (flat-out lies), blaming my doctor's office for their ineptitude and blaming me for "not understanding" when I use simple deductive reasoning to expose their lies & excuses. "Mr. London, Our Reps are not pharmacists".

Just today Wednesday, I did not receive a 2-day air UPS order for 4 scripts (2 immunosuppressive drugs) that I confirmed by live operator was shipped Monday.
BTW: The order scheduled to go out last Friday 2-day air. Failed.

Constant critical problems and screw-ups with Express Scripts is the norm for 3 years.

24
Feb

Posted by Anonymous


on 2/24/15 at 6:38PM

Express scripts have rude people working for them. I have had to call twice for the same question. Each time they were rude, and could not give me a good answer. I got charged $20.00 more today for my husbands medicine because I didn't get correct information the first time. There is something called preferred pharmacy, and non-preferred pharmacy. Well if you use a non-preferred pharmacy they charge more for your prescriptions. I thought when I called and ask what pharmacy was in my net work was the correct question, evidently not. Hope you do not have to call this place of business.

24
Feb

Posted by Anonymous


on 2/24/15 at 11:40AM

My doctor, sent a prescription refill in October, 2014. The prescription was never refilled. I have authorization to receive pills to last 90 days. I started receiving automated phone calls stating that it was time to refill my prescription, then, I would receive another automated phone call saying that my order was on hold. I called Express Scripts, the representative told me they were waiting on my doctor's office to send the prescription. I emailed my doctor's office and received a confirmation that my script had been sent. A week later I receive in the mail a letter from Express Scripts saying they were cancelling my order because they had not heard back from my doctor's office. I call Express Scripts again, speak with another representative that assured me they would waive any fees with expediting my order and it would be handled right away. I receive another automated phone call from Express Scripts saying that my order had been received then get another phone call saying that my order was on hold. I call Express Scripts. The Customer Service representative states that they never received the prescription from my doctor's office. I call my doctor's office and speak with the nurse and she has all of the fax confirmations of every time the script was faxed over to ES. I call ES back this time I ask for a super visor. (Each time I call and speak to someone, I have to tell my story over and over and each time I get assured that my order will be expedited and sent.) The supervisor tells me that my account is on hold because it requires prior authorization' and the current authorization had expired in July. I am now mad. During all these phone calls not one time had anyone mentioned a prior authorization. I call my doctor's back. She calls the pharmacy at Express Scripts and the pharmacist agreed to send my order to me the next day. That evening I get a phone call that my order had been received then the next day another automated phone call that says my order has been put on hold. My doctor's office calls me after I received the prior message and said that everything was good and that I would be getting my prescription soon. Two (2) weeks go by and still nothing in the mail. I call ES again. I ask to speak with a supervisor. New supervisor assures me that she is monitoring my account. My order would be sent immediately, if there is any problem she will notify me. I get an automated phone call saying that my order had been received then the next day another automated phone call saying that my order is on hold. Today I call. Ask for a supervisor. She tells me there is still no prior authorization even though my doctor's office gave it back in the beginning of February (verbally). I am completely FLOORED. Now I have my doctor's office on my cell phone and ES on my desk phone AT WORK. The supervisor is very professional and responsive but at this point, I am not. She gets the Prior Authorization Department on the phone but this time they cannot reach my Dr's. office and I'm told again that my account will be monitored and the Prior Authorization form has been faxed to my Dr's. office.

Can you imagine my frustration?

22
Dec

Posted by as


on 12/22/14 at 5:04PM

Since I am under 26, I am allowed to be on my parent's healthcare. My problems with Express Scripts arises from their inability to have a functioning database. My parent and I were on the same healthcare account and thus we were on the same Express Scripts account. On their forms Express Scripts allows you to enter separate contact information (phone, address, e-mail, etc) for 2 separate patients on one account. My parent was patient 1, and I was patient 2.

Like many 18-26 year olds, I went out of state for college and lived my life in a separate part of the country. Express Scripts seemed to find this far too mind boggling to understand. How can 2 separate, but related, people live separate lives in different areas with different health needs?!

REPEATEDLY I would get calls and letters addressed to my parent, about their CONFIDENTIAL prescription information, and my parent would repeatedly get similar contact about MY confidential prescriptions. Sometimes the robocalls would go in infinite loops where it called the wrong person, and if we said we were not the patient they were looking for, they would call back. We would have to lie and say we were the correct patient just to talk to someone to say that Express Scripts had it wrong AGAIN.

We both called and e-mailed complaints about this every few months. Each time Express Scripts would say they corrected the contact information' or say that they had the correct contact information already entered.' Clearly, they did not, as we kept getting the wrong letters and calls. Sometimes it would work for more than just 2-4 months, but then I would have the audacity to move. How dare I, an adult human, in a free country, change address and let Express Scripts know about it?!

Eventually the inevitable happened, Express Scripts started sending the wrong medication to the wrong patient a couple times a year. I got my parent's (life threatening) medicine, and they got mine. This, of course, could get Express Scripts SUED for breaking pharmacy-patient confidentiality rules. It is a SERIOUS BREACH of medical ethics. This is not mentioning that lots of prescription drugs are abused and sold on the black market. If I was an addict or an abuser, and the wrong prescription sent to me I could do some very illegal things with it.
Most of the time we would have to use OUR OWN MONEY to (sometimes rush) deliver the medication to each other. One time Express Scripts sent me packaging so that I could send my parent's medication back to Express Scripts, so that it could be destroyed, and they would pay for the shipping. How selfless of Express Scripts! Of course, to get this packaging my parent and I had to jump through hoops on the phone and e-mail. They asked me to open the package to confirm what medication it was. Each time I had to remind them that could get them sued for breaking pharmacy-patient confidentiality, then they would backtrack and agree with me. When they FINALLY sent me the packaging the paperwork was not addressed to me (once again, it was addressed to the wrong person) asked me to confirm what medication it was (once again, would be breaking confidentiality.)

One would think that with 2 patients on the account Express Scripts would send the correct medication, phone call, or letter to the correct person approximately 50% of the time. They never once reached that level of competence, it was always 66%-75% wrong. If they had decided who to contact using the flip of a coin, they would have had a better success rate.

Express Scripts' astounding levels of ineptitude and hideous customer service is going to get them sued someday, and given the nature of their work, will kill someone someday.

Viewing Express Scripts customer service reviews 1 - 25 out of 241
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