I am a long time Duane Reade customer, but today was the first time I left a prescription at the pharmacy to be filled. Though there were several people working, it took quite a few minutes to get the attention of an employee. The clerk took the prescription, asked how it would be paid for, told me that the cost would be $105.00 and that I should come back in one hour. When I asked why a simple prescription which involved placing 5 packets in a bag and making a bill would take such a long time, the clerk said that the processing and the customer volume (the place was nearly empty) would take time.
I returned 1 1/2 hours later to find there were no employees at the 'pick up' line, though several walked about in the pharmacy and one was browsing the aisles and talking to people while drinking a Dunkin Donuts Iced coffee.
I attracted the attention of an employee and asked where I should stand to pick up a prescription. I was told they was only one line open (mostly for people purchasing tissues and laxatives and such). The employee drinking the coffee returned, I asked for my prescription and was told "You have to wait! All these people have been waiting a long time! It's that way everyplace, you just have to wait!" I asked for the prescription back and said I would have it filled somewhere else, to which the employee replied,"Why do you want to do that? Just wait like everyone else! It is already ready but you have to wait for it!". I repeated my request for the prescription order, and left amid angry mutterings from other customers, "Why don't you wait?!?" I have waited over 3 1/2 hours!.
I went to another pharmacy a block away on 181 St., was told to come back in 20 minutes, and was given the identical product for which I was charged $54.00! I will never use a Duane Reade Pharmacy again.
I'd have to agree (surprised?). 3 1/2 hours of repeated requests for updates, assistance, and the damn prescription is just not worth it. And, for the record, this letter was sent to Duane Reade via their website. No response yet (still surprised?)
What do you guys think?
(Thanks to Kayan for the head's up)