Pamela sent a message to Stefano Pessina – Executive Vice Chairman and Chief Executive Officer of Walgreens Boots Alliance email address that said:
Dear Mr. Pessina: I had a simple problem ordering through Walgreen's since it took over Drugstore.com, a company I've ordered the same product from for the last year to 18 mos. There was a problem with the address, wholly unrelated to me. Instead, apparently the computer changed the city zip code given the fact we originally obtained a Walgreen's Rewards' Card roughly 25 years ago while living in Arlington, Texas.
After returning from Court at 9:30 a.m., I placed my order. Two hours later, I received an email noted the incorrect city zip code. I called Natrice at Customer Service, who stated there was nothing to be done about the problem and I should call back in 24 hours. My order was "in processing" to be picked it was impossible to contact "processing" to change the address. I then spoke with Candace, her supervisor, who also stated she was unable to help me. After initially stating I wanted to cancel the order, (which Candace also was unable to do) I asked her to do what she could to try "catch the carrier" before the order went out to change the address. The call was taped so this will be shown to be the truth as to our conversation.
I next called your assistant, Teza. After hearing my dilemma, she placed me on hold contacted a supervisor with customer service. After a lengthy delay, she advises that the supervisor was not only able to contact "processing" via email, she had been able to have an email exchange with "processing" arbitrarily decided to cancel the order entirely. I advised Teza that I had this order set for automatic refill every 4 months wanted to cancel that as well. At this point, I had been on the phone with a Walgreen's employee for almost an hour. I am an attorney had a client waiting. I advised Teza again of my initial order number for her convenience to cancel the automatic refills, I had no additional time to spend on the matter, including calling yet another dept. with Walgreen's to cancel the refill orders in the future.
Mr. Pessina, I deal with the public every single day. This was frustrating beyond words. If you could touch base with processing to CANCEL an order, you most certainly are able to contact this dept to change the address. This small issue became an hour-long ordeal involving 3 different people. I'm extremely disappointed with Walgreen's as well as dissatisfied with how this entire matter was handled. My $51 order is not going to make or break you, I assure you, I know that is not an issue or a problem for your company. But there is always a ripple effect when dissatisfied customers mention the problems they experienced with a company such as yours. Over time in ways your company may never know, dissatisfied customers do hurt your company's public image and potentially your financial bottom line.
You cannot fix what you don't know is broken. I would want a client to notify me directly if one of my employees failed to help out in ANY matter rather than simply bad mouth my firm to others. So I am giving you the courtesy of letting you know about this problem. If there is an address issue at any stage of a mail order, there must be a way to resolve it other than simply sending the order out to the wrong address, having it returned to Walgreen's, who would then email me with the problem, correct the address THEN, and send it out. This would easily involve a 2-3 delay in me receiving my purchase and your company having to pay double the shipping expenses. That doesn't begin to account for your employee's time to handle the returned package when it is unable to be delivered.
I cannot say that Natrice, Candace and Teza were impolite or discourtesy but it was like they were reading from a script from which they were not permitted to deviate. It certainly causes frustration for the customer particularly in a small issue such as this. What frustrates me the most? Can't reach processing, impossible, no phone access, no way to make contact with this department. But guess what? They were able to contact CANCEL my order while I was talking with Teza. If they could email to cancel, they most certainly could make email contact (they marked urgent) to correct an address.
The order again was placed on 12/22/2016 at roughly 9:45 a.m. by Pamela in Granbury, Texas. If you would like to contact me about this matter, I can be reached at my law office
I fully expected to have the same easy interaction with Walgreen's as I had with drugstore.com. I was sadly mistaken and bitterly disappointed. I most certainly expected better from a corporation like Walgreen's. It's difficult to call me a dissatisfied customer since I was unable to receive what I originally ordered, but I am dissatisfied. I hope you will take steps to ensure this type situation doesn't occur in the future. In the high tech nature of today's world, changing an Order address should be a few key strokes and an email, that's all it takes.
Thank you for your courteous attention to this matter.
Pamela
