"The layouts were labyrinthine and the merchandise disorganized. The staff was so famously sullen that the blog “I Hate Duane Reade: Service from Hell” used to come up first when Googling the company. In 2007, New York magazine asked the actress Martha Plimpton, a lifelong resident of the city, what she hated most about living there. “The dead-eyed pharmacy people at Duane Reade,” she said. “It’s always a journey into the heart of darkness.”
"Duane Reade still has some transforming to do. This year it again ranked last among pharmacies in customer service, as measured by J.D. Power. Its score did improve, though, something that’s never happened in the five years the survey has been taken. Duane Reade executives prefer another ranking, which measures how likely it is that a customer will refer someone to the chain; on that score, Duane Reade says it has improved 150 percent since 2008.
Then there’s the informal score: The I Hate Duane Reade blog went quiet after Walgreens bought the chain. These days, if you Google Duane Reade, the blog comes up sixth."