STORE #1: About two months ago I entered the Walgreens store at 215 Andrews Highway in Midland, Texas and asked about cholesterol testing in the Pharmacy Department. I was told that, unfortunately, the machine was broken and no testing could be done. I was not told when the machine would be fixed or when I could come back. Then, last week, I made an online appointment for cholesterol testing at this same store. Remembering my earlier visit to the store, I followed up by calling the store to see if the machine was operational and if it had been repaired. I received a positive response after being placed on hold while the employee went to check the machine. However, when I went to the store the following morning to keep my appointment for the test, I was told by the Pharmacy staff that the machine was still broken. I asked why, after two months, it had not been fixed, and why had I been told by phone the previous day that the machine was working satisfactorily. For an answer, I just got a shrug of the shoulders. In the ensuing conversation, I was told that the pharmacy department is the biggest and busiest in town, that they are understaffed, and that the department is a pharmacy and is not prepared or equipped to perform “nursing” services. On the way out of the store, I spoke with Mr. Kidd, the store manager. I related my experiences, as described. He said the pharmacy department was not understaffed and he was unaware that the cholesterol machine was broken and may have been broken for some unknown period exceeding two months.
STORE #2: Last week, after making my second unsuccessful visit to the Andrews Highway store in Midland, Texas, I went to a second Walgreens store on N. Big Spring St., also in Midland, Texas. I had been told that this store could also do the testing, but when I asked for details at the pharmacy counter, I was told that the testing could not be done because the supplies necessary for the testing were not available in the store and were on order. I then asked when the supplies would be in and when I could come back. The employee did not know but suggested that I call back in the future to find out if the supplies were available. So, this morning I called the store to see if the needed supplies had arrived since my visit last week. The pharmacist said “no supplies”, and even though he seemed to be somewhat evasive, I got the impression that the supplies had not been ordered at all. There was no answer when I asked why. I made a complaint by phone with the store manager, whose first name may have been Dirk, but I’m not sure if I am correct.
MY CONCLUSION: The Pharmacy Departments in neither of these two stores want to be bothered with performing these tests, and, I suspect, possibly other tests or services as well. Why is the machine in the first store still broken after some period of time greater that two months? In the second store, after at least one week plus (or maybe more), why has no one ordered the supplies necessary for performance of the subject testing? Both problems, if valid, can serve as excuses for never having to perform these services for interested customers.
MY SUGGESTION: Choose one of the following—a) Fix the problem(s) in both stores if these stores are going to be among those in the Walgreens chain authorized to perform cholesterol testing and/or other services. (b) Make it known to your customers that these two stores are not among those which are capable of performing cholesterol or other tests/services, and remove their names from your corporate website so that customers cannot make online appointments with these stores for such tests/services.
REQUEST: Please do not forward this complaint with my name or email address to either of the two Midland stores which are the subject of this complaint. I do not wish to be subject to any retaliation from angry or disgruntled employees in either location if I need to go to these Pharmacy Departments in the future.
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