Wal-Mart pharmacies seem to compare favorably with most other large profit-pushing organizations. Almost all of the large chain drug stores have become so burdened with the huge numbers of medications that Americans take that it is all but impossible for any drug store to meet the customer service expectations today. Almost no pharmacist has time to just stop and chat with each and every customer who steps foot inside their shop. Every Wal-Mart pharmacy that I have ever gone into for medications has been extremely busy.
This heavy business load tells me as much as my personal experience. Wal-Mart is offering something that makes it worth the trip to go to their pharmacy. The only reasonable answer is that they give a decent product at a good price in a reasonable amount of time. My experience with the medication needs of myself and several family members has found this to be the case.
Is there room for improvement? The answer is that every business can improve something. In the case of Wal-Mart, I have had a few repeat problems that seem to be linked to store or company policy.
The first happens when refilling a prescription. If the pharmacy does not have the product, or there is some other problem, they will not call you although even the automated phone refill service asks for a phone number. The first time you know that there is a problem is when you get to the pick-up desk. When you ask why you were not given a call to resolve the problem so you do not have to make multiple trips, you are told that it is not their policy to ever call a customer.
The second problem is somewhat related to the first one. If a prescription needs a doctor's approval for a refill, they will call the doctor's office. However, only one call will be made. If the doctor does not respond, the pharmacy will not follow up. Again, this seems to be company policy.
Other areas of customer service seem to be universally fine. I have always been able to speak with a pharmacist regarding prescription questions or over-the-counter recommendations within 10 minutes or so. This does not seem too bad considering the quantity of business the pharmacist is asked to serve. In reality, I prefer to get my prescription questions answered by my doctor. If he or she will not take the time to discuss new medicines with me, I will usually look for a better class of doctor.
The telephone refill service is easy to use. It will give you options regarding when you would like to pick up your refill. When dropping off a refill, my only complaint is with inconsiderate customers who do not know how to finish their business and move on. The willingness of the staff to give adequate time sometimes leads to people believing that they can monopolize the staff's time.
As to price, with insurance, almost all pharmacies that accept your insurance are going to give a similar rate. The co-pay is set by the insurance company. Without insurance, Wal-Mart is almost always the winner in the price race. This is true whether dealing with over-the-counter or prescription.
