Express Scripts Customer Service

User Reviews, Ratings and Comments



Express Scripts customer service is ranked #774 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 23.22 out of a possible 200 based upon 1371 ratings. This score rates Express Scripts customer service and customer support as Terrible.

NEGATIVE Comments

1,346 Negative Comments out of 1,371 Total Comments is 98.18%.

POSITIVE Comments

25 Positive Comments out of 1,371 Total Comments is 1.82%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Express Scripts

    Customer Service Scoreboard

    • 23.22 Overall Rating
      (out of 200 possible)
    • 1,346 negative comments (98.18%)
    • 25 positive comments (1.82%)
    • 25 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.3 Issue Resolution
    • 2.8 Reachability
    • 1.5 Cancellation
    • 3.2 Friendliness
    • 1.9 Product Knowledge

Add your review!

Posted by cmeo


I have been forced to use this terrible service by my insurance company. I have read some of the other complaints and see that so many other people have had 1 bad experience after another. 3 days ago I called to cancel a RX, I have confirmation it was canceled, today I received the package in the mail. I called customer service and was told basically nothing can be done once it was shipped, I am stuck with an $80.00 co-pay and my insurance paid this company over $850.00. I was happy using my local RX I never had a problem and my refills were never missed. There has got to be a way to STOP THE MADNESS!!!!!!!!!

Official company reply

Hello Consumer, My name is Stephanie and we are sorry that you had a negative experience. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you, Stephanie-Express-Scripts

ExpressRxHelp 3/30/18 11:47AM

Posted by Jackie


I am so upset with this company. I had nothing but problems on and on again. I understand that the provider has to submit the medication in order for them to process it. But when you call to confirm if it was received and also takes your payment and does not get processed properly is ridiculous. The worse is when you call back to confirm that you still have not received your medication even after they advised you it was going to get process by that day and in fact it was not even processed. Not only was the medication not processed but they do not even have that you made that call or that you even spoke to a manager who confirmed that your prescript was received and the medication was going to be sent out or that you even made any payments on your medication at all. Not only are they looking at the old prescription everytime I call but they keep giving the price on the old prescription instead of looking at the new prescript and the pricing for that. And when I get a manager they always tell me that the prior representative was looking at the wrong thing. And they are sorry. But this a repeat problem with this company. If the representatives are not looking at the notes or seeing what medication you are really looking for how can they give you the wrong information all the time. And on top of it they are rude about it. From $740 to $3.00 is a big difference. And they tell you that you they will not release it until you pay the $740. Even thought they gave you the wrong information.
I can't even place the prescription at the pharmacy because my insurance has it that it has to mandatory go thru this company express scripts. I am so upset about this situation.

Official company reply

Hello Consumer, My name is Stephanie and we are sorry that you had a negative experience. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you, Stephanie-Express-Scripts

ExpressRxHelp 1/8/18 7:29AM

Posted by King Hong


I had to be emergency room hospitalized because of the delays getting my asthma med in February 2017. That cost over $900, Now I tried for 7 days to get a refill and no luck contacting them everyday. They said they needed something from the doctor. That tidbit of information as to what they needed took prying a can of sardines open with my teeth. Next I find finally got that answer was they had the wrong fax number. I gave it to the rep only for her to say she could not change it in the system!!! So I made an online contact form and gave it to them again. No luck no response or following up so I did it on my own and went to the doctors office and said to contact them. Still no luck after 7 days. So I went back to the doctors and he hand wrote me one to get in case this took more days than my supply. Then to add insult to injury I pay $75 for one at the retail pharm. which is 5 TIMES the mail order price. I'm in California and I will contact the state Attorney General's office about these practices and I think the rest of you can too. This is much to important to let slide.

Official company reply

Hello Consumer, My name is Stephanie and we are sorry that you had a negative experience. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you,
Stephanie-Express-Scripts

ExpressRxHelp 12/9/17 9:36AM

Posted by par501


Every time I had tried calling the customer service, I experienced really bad service. It's one of the worst of all time.

Official company reply

Hello Consumer, My name is Adam and we are sorry that you had a negative experience. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you
Adam-Express-Scripts

ExpressRxHelp 11/15/17 6:06PM

Posted by Circular Reference Victim


Trying to deal with the oxymoron doing business as Express Scripts' customer service is the classic definition of a circurlar reference. I called customer service. They recognized my issue (prescription information not showing up on my online account and "hot buttons" not working), but refrred me to technical support. Tech support apologized, and said customer support should not have referred me to them as they could also see the problem, but could not fix it. Tech support's only job was to assist customers with navigation, not problem solving. When I asked for the name and number of a Supervisor or Manager who may be able to actually address my issue rather than waste my time and profusely apologize for their incompetence, they were unable (or unwilling) to provide a contact.

WOULD EXPRESS SCRIPTS PLEASE POST THE NUMBER FOR A CUSTOMER TO CALL SOMEONE WITH THE ABILITY AND AUTHORITY TO END THIS CIRCULAR REFERENCE FRUSTRATION? I left my cell number on my complaint, so I can be reached if anyone cares.

Official company reply

Hi Consumer, We apologize for your experience and want to make this right. Please send your Member ID, phone number, full name and DOB to [email protected] Please reference this post. A member from our team will locate your account and reach out to you. Thank you. -Sarah, Express Scripts

ExpressRxHelp 10/22/17 6:43AM

Posted by Anonymous


Seems absolutely ridiculus that a script for pain was denied and information on how to get it approved was mailed to me 10 days later. Thank you Andrew Behm for being so considerate. Trying to talk to your phone operators told me doctor needs to talk to my insurance company. I was under the impression that Express Scripts handled my medicine for ExxonMobil. She did not know who I should talk to. When I received letter From Mr. Behm is was very obvious he put cost way above my well being. My medicine bills are under $100.00 a year and to be denied with total lack of care is disgusting. All about dollars to a multi-billion dollar business. Little guy pays in dollars and pain. Don't need your medicine I took care of it myself for very few dollars. Thanks for nothing!!!!

Official company reply

Hello Consumer, My name is Stephanie and we are sorry that you had a negative experience regarding your medication. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you
Stephanie-Express-Scripts

ExpressRxHelp 9/27/17 1:45PM

Posted by ANONYMOUS


ALL of the previous post are true. I have experienced each and every one of them. I have spent hours on the phone to get answers. Now was told it will be delayed once again due to low inventory....WHAT THE HECK!!!!! I have been taking this prescription for years. I was told the first of August it would be shipped on the 30th. I called two days before and was told that is when it would ship. Well no shipment. Called 30th and 31st, sat on hold at least an hour for both dates. Kept being transferred because they didn't what what happened to it. Finally on Sept 1 they told me the problem was that they were low on inventory. WHAT!!!! The are a Mail in Pharmacy that should not be running out of drugs, especially one of which they had the Script for two months. By then I was out of the drug. I told them now I would be in the hospital because of their incompetence and I the next person they would hear from would be my Lawyer. Needless to say they overnight shipped it as a courtesy to me. I will get it through my Retail from hear on out. I don't know how they stay in business, or aren't being sued.

Official company reply

Hello Consumer, My name is Adam and we are sorry that you had a negative experience regarding receiving your medication. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you
Adam-Express-Scripts

ExpressRxHelp 9/13/17 2:58PM

Posted by [email protected]


It's very exhausting trying to deal with Express Scripts it seems the right hand doesn't know what the left hand is doing you can give them all the information but you will we give it several times it without response at the very end they tell you they only Institute certain things on certain days now this is after a week of trying to get things straightened out that was not even my fault they are always very friendly but unable to carry through the actions they put through I am in need of cardiac medications of which they will not fill and they at last tell me I can go ahead and fill them and try to build them haha oh well I just felt I needed to put this in I don't know if either people are going through this but I have called every day for one week still no response I wonder what happens if my 2.1 potassium doesn't come up and something happens this is all documented my son's an attorney that's all good

Official company reply

Hello, We're sorry you're dissatisfied and want to help. Please email your Member ID, phone number, DOB and add Username [email protected] to [email protected] A member from our team will reach out to you. Thank you. -Stephanie, Express Scripts

ExpressRxHelp 7/31/17 11:36AM

Posted by Very Angry


It has been excruciating trying to deal with Express Scripts. They recently sent me a generic drug without notification. They tell me my physician didn't tell them "no generic" last September when the Rx was written, and when NO GENERIC was available. The company supplying the generic is an Indian company with many written warnings regarding unsatisfactory manufacturing practices, hidden testing labs, and is currently under review by the FDA. When I ask Express Scripts where drugs manufactured, they haven't a clue. All they know is a NJ telephone number. and could care less if the Rx is any good, harmful, or is being produced in the non-compliance manufacturing sites.

Official company reply

Hello, We're sorry you're dissatisfied and want to help. Please email your Member ID, phone number, DOB and add Username Very Angry to [email protected] A member from our team will reach out to you. Thank you. -Sarah, Express Scripts

ExpressRxHelp 6/23/17 6:30AM

Posted by Gusskeithletsgo


Contact my Dr office send medications, no loner using. Tells nurse I running out, wI'll not send medication that is needed unless I pay for there mistake .I have to fight with them and prove to them to look on My profile that I had reactions to medication, med I am on can not be taken toget her, l have been told by C/s and manger this is what I get for using mail a way and retail . The way My husband retirement works . We are still working upto almost full-time to pay for insurance. We have to use express scripts for no control drugs or pay 3 X at retail. Control drugs need to be pick up at the store . Express scrips make a lot of medcacatiotion errors take no reposbilty if I get sick or died . Not sure if the ph amacy know what they who they are giving drugs to . I also have bee charge for meds not Recive.

Posted by Gusskeithletsgo


You have to pay for a sevice that you retirements provides, if you do not like you are told to pay highER prices at retail (3x more as penalties ) very sad not to have choice express scrips acts like they are paying for befits that my husband has put into for 30 years and still paying 1200.00 a mounth to have a health coverage. This is sad we have to live in USA Express -srip has tell people what medication to take when to order, where to ordre than if you don't like go somewhere else. This how we treat our older people today that work hard all there lives. Want to retain some dignity when they get older .

Official company reply

Hi Gusskeithletsgo- We apologize for the issues your having. We would like to make sure your issue with your medication and does not occur in the future. To discuss your situation further, please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] in reference to Customer Service Scoreboard.
Thank you,
Stephanie (Express-Scripts)

ExpressRxHelp 5/19/17 2:58PM

Posted by College Professor


Incompetent reimbursement claims office. Incompetent Member Services team.
This client is enduring 6 months of automated letters asking for the same documentation that has been submitted repeatedly. Endless phone calls. Departments cant speak to each other: ridiculousness & frustrating.
Warning Corporate "Team" ; you got way too big but not big enough to fall.
And I am not stupid....

Official company reply

Hello College Professor,
We apologize for the issues your having. We would like to make sure your issue with your direct claim is resolved and does not occur in the future. To discuss your situation further, please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] in reference to Customer Service Scoreboard.
Thank you,
Ita (Express-Scripts)

ExpressRxHelp 4/26/17 6:22AM

Posted by jerjer


My God is all I can say about my experience with Express Scripts. They simply do not care about people. Who are these people? Where did they come from? No matter what negativity is written about them then still continue to deliberately Hurt people. We need to lobby the FDA to close them down. I am a little part of everything I have read here. For two months Express Scripts has been denying me life saving medication.

Official company reply

Hello, We can provide insight into your plan. Please email us your member ID, phone number, full name, and DOB to [email protected] We are here to help. Thank you. -Stephanie, Express Scripts

ExpressRxHelp 4/7/17 1:43PM

Posted by self


On April 3, 2017, had the occasion to speak with one of your agents. Her name was Lejene C. (She was not allowed to give me her last name)but she is located in your billing office in Richmond, Virginia. There was a problem filing my claim for reimbursement of copays as some of the necessary invoices needed were missing. Her assistance to me went well and beyond the help needed. She was very knowledgeable of her field. Her attitude was very professional and there are not enough adjectives to describe her positive courtesy and personality. It is requested that Lejene be recognized for her exemplary service. It would also be appreciated that you notify me in order to insure my comments were acted upon. Thank You

Official company reply

Hi Consumer, Thank you for your feedback. We would like to send Lejene your post. Please email [email protected] with your contact number, name, and DOB so we can locate your account and the PCA that assisted you. Also, Please included username: Self. Thank you. -Sarah, Express Scripts

ExpressRxHelp 4/2/17 2:26PM

Posted by dicktaylor


We have now received two, unsolicited phone calls from a 'Pharmacy Technician' wanting to 'discuss' our medications. I questioned their education and training to qualify them to do this. They are not physicians, or nurse practitioners, nor even qualified pharmacists, rather someone with minimal pharmacy training (two year degree?). I see this as a dangerous practice by Express Scripts. As Chair of our town Council on Aging, I know how easily Seniors can become confused and afraid about their medications. They all have physicians and do not need sweet young things telling them about their medications. This is obviously all a ploy by Express Scripts to make sure you remember to keep buying your prescriptions from them---and buying as soon as you can so you have large, paid-for excesses on hand. Just another example of the greed-driven, hell with the patient attitude of Express Scripts. RF Taylor, PhD

Official company reply

Hello, We're sorry you're dissatisfied and want to help. Please email us your member ID, phone number, full name, and DOB to [email protected] We are here to help. Thank you. -Sarah, Express Scripts

ExpressRxHelp 3/27/17 3:20PM

Posted by WoodinVirginia


March 22,201 Calls you on your home phone using an UNKNOWN NUmber in Caller ID, Leaves you a MEssage to call them, Then when you call informs you via AUtomated Voice that ALL their systems are down and to call them Later or contact them via the WEB. THen when you log onto ypour computer to go to their website. THeir web systems are down. WTF did you call me for??? YOU Idiots.. You are a Waste of my time and increase the Frustration I have had waiting for a prescription that was approved a week ago!... Just send PRESCRIPTION and quit your DELAY tactics... jmho..

Official company reply

Hello- We're sorry about your experience and want to help. Please email your member ID and phone number to [email protected] so we can look into this and assist. Thank you.-Sarah, Express Scripts

ExpressRxHelp 3/23/17 6:45AM

Posted by Nurse 101


As a nurse working in a doctor's office with kidney patients, dealing with express has been a nightmare! Express scripts needs to revamp their medication delivery policies. Leaving medications at the front door of a patient's home is insufficient and costly. When patients don't receive their medications, they end up paying for another 90 or 30 day supply. With opiate use on the rise, leaving medications on someone's door steps without a signature is asinine. Before Express brought out MEDCO we never experienced this many problems! I will be contacting corporate to complain about this issue.

Official company reply

Hello Nurse101, My name is Adam and we are sorry that you had a negative experience regarding shipping. We would like to discuss your situation further please reply to [email protected] with your member ID number, full name, zip and contact information. We can have someone reach out.
Thank you
Adam-Express-Scripts

ExpressRxHelp 1/9/17 11:59AM

Posted by Mark In Florida


Cialis 5 mg (DAILY dose) is the ONLY ED medication that works for me. I have tried Viagra, in different doses, and I have tried Cialis as needed. Neither of these worked.

I talked, again, with my doctor about this and he suggested trying Cialis 5 mg (DAILY dose), and IT WORKS.

I had to wait 2 months for Express Scripts, to approve this Rx. First, the Rx had to be changed by the doctor to 'delivery", even though it was FAXED to express scripts. Obviously I wasn't going to stop by and pick it up. Secondly, I had to have "prior authorization". Then, I had to get special permission from my doctor to use the Cialis 5 mg DAILY dose. FINALLY, everything appeared in place and I was awaiting my Rx in the mail.

Today, I get this ridiculous letter saying the daily dose was denied, because I don't have 4 long worded medical issues, that YOU say I need to get the daily dose.

I do not understand how my insurance company, that "says"they are proud to serve TRICARE beneficiaries, can say I can't have this medication, AS PRESCRIBED BY MY DOCTOR.

Why did it take 2 months to determine this? Why were there 3 separate issues, that weren't discovered at one time?

Why does my insurance company over ride what my doctor prescribes?

Official company reply

Hi Mark,
We're sorry about your experience and want to make sure you get the medication you need. Please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] and please include your username
Thank you
Sarah - Express-Script

ExpressRxHelp 12/5/16 7:14PM

Posted by left hanging


The envelope I received had no prescription in it. It was partially torn and empty. Express Scripts would not provide me with a replacement prescription. I could not afford a new prescription, nor would they refill it anyway. I had to go almost three months without it and barely survived. Never use them.

Official company reply

Hello,
We're sorry about your experience and want to make sure you get the medication you need. Please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] and please include your username
Thank you
Ita - Express-Script

ExpressRxHelp 10/31/16 5:31AM

Posted by dsaaad


9999: We are sorry, we are unable to complete your transaction at this time. Please try again later.

Official company reply

Hello,
We're sorry about your experience and want to make sure you get the medication you need. Please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] and please include your username - dsaaad
Thank you
Ita - Express-Scripts

ExpressRxHelp 10/27/16 1:04PM

Posted by lavaboy


This is the second time that Express Scripts was unable to fill a basic generic prescription.(Metformin) Very disappointing

Official company reply

Hello,
We're sorry about your experience and want to make sure you get the medication you need. Please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] and please include lavaboy Sept 28. Thank you.
-Stephanie

ExpressRxHelp 10/26/16 1:25PM

Posted by IcareAboutHealth


Negative experiences with Express Scripts, never had issues like these with other pharmacy benefit managers. They will only allow a refill every 30 days and only give you a 30 day supply...so what happens 7 months of a year there are 31 days???!!!! Other PBM's allow 90 day supply to be filled at the pharmacy, Express Scripts ONLY allows 90 day supply to be mailed to you, so what happens when your mailbox is one of several that aren't locked/secure sitting on a busy street? Answer: people open your mailbox and steal your meds. What happens to temperature sensitive meds sitting in a mailbox? Answer: they lose their efficacy/potency and become ineffective. When I pointed this out to Express Scripts, their response was "we can ship it to your door" - my question to them: what good does that do when I'm traveling for work and won't be home for several days - it sits on my doorstep. There is no concern for customer's health with Express Scripts - it is all about money in their pocket.

Official company reply

Hello,
We're sorry about your experience and want to make sure you get the medication you need. Please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] and please include IcareAboutHealth Sept 23. Thank you.
-Stephanie

ExpressRxHelp 10/26/16 1:24PM

Posted by SarahP


Express-Scripts is, hands down, the worst pharmacy I've ever had the displeasure of dealing with! Frighteningly incompetent and surly, they have become so bad, in fact, that I've decided I'm willing to pay EXTRA to fill my prescriptions a local pharmacy. If you are ever encouraged to "save money" and or "have convenient home delivery," run away! Far, far away. Express-Scripts will send the wrong medication, or will delay sending the correct one after you've completely run for it of it and not authorize an override at a local pharmacy, they will try to blame your doctor for everything, will demand repeated authorizations, and basically try to kill you!

Official company reply

Hello,
We're sorry about your experience and want to make sure you get the medication you need. Please consider sending your name, member ID, date of birth and phone number where we can best reach you to [email protected] and please include SarahP Sept 09. Thank you.
-Stephanie

ExpressRxHelp 10/26/16 1:26PM

Posted by Anonymous


I am a diabetic, and I need to keep my Blood Sugar in a Safe Range. Express Scripts Constantly refuses fills at the pharmacy, and then takes, on average, 20 days to ship my diabetic injectable meds. They send needles and no insulin. I am now without insulin, and waiting for them to get around to shipping it. They refuse to cover a small QTY at the Pharmacy while they ship my meds. I am still waiting on another med for my heart. They say it's delivered but has not showed up. I assume it's their stupid process of using UPS to US Mail process. They leave meds in a hot mailbox, and we can't get to them until late at night. The instructions state not to store above 80 degrees. These folks have no concern, as it's not their health issue. I will no be off my Diabetic meds for another two weeks hoping that it shows up, so my nerve damage does not get any worse. Save a buck, and the hell with the patient.

Posted by JAlegado


I gave a son that has severe autism that relies on medication for his aggressive behavior. I called his doctor to put in a prescription on August 13. I check their website religiously because as a person that is also sick myself, I like to make sure I don't go a day without missing a dose. When I checked their website, it said that it had shipped on August 16. It is now August 25 and still no medication and now my son has just finished his medication. Their website says that it was still shipped on August 16, but if you push the track shipment button it just says no shipment method available at this time. I called to see what was going on with my son's medication and come to find out, it was never shipped at all. They were still filling it and it was set to ship out the following Monday for an expected medication arrival of Sept 4th. I asked why didn't I receive any notifications, and they said I only had an e-mail on file, but I never even got an e-mail notification. I asked them, why does it still say shipped because it then becomes very misleading, and now it an inconvenience for me to find a pharmacy in the evening that carries his medication. It's also difficult to then throw in a trip to a pharmacy where I have to bring my son with severe autism and my little toddler to pick up his medication so that he can take it the following morning so he will not have an aggressive meltdown and hurt someone at school. When I spoke with their Supervisor Rex, he made it seem it was my fault for misreading the website because he said that what I was seeing in front my screen while I was conversing with him over the phone was entirely different than what he was seeing on his screen. But I work in health care, and I am computer literate and I know how to read the express scripts website and I saw no updates after the "shipped" update. Very upset with how this was handled and very upset the fact that there was no sense of urgency in the matter or no sense of regret of what had happened to my son's medication. I had now cancelled his medication with Express Scripts to have it filled at a different facility, to which I was told will take up to 6 hours before I would be able to go to a different pharmacy to be able to request for the transfer to be made. This now makes it impossible for my son to even take his medication for the following day. I ended up calling his behavioral pediatric specialist to put in a new prescription at the military pharmacy for me to pick up.

As a result of my son now missing two days of his medication, the teacher at school has reported an increase of aggressive behavior at school. He has thrown classroom furniture, bit a student, pinch the teacher's aid, numerous times hit his head and pounded and punched windows and walls. This is the reason why I do my part to make sure I call on time to make sure I don't go a single day without missing any dose. If I reached out to my Doctor on August 13th, and checked constantly checked the express scripts online status which showed that it had been processed and shipped, I put my trust that my son's health and well being will be taken care of. I have printed out the statuses of my son's medication which showed me that the last status does say "SHIPPED on August 16." I've been let down and greatly mislead by Express Scripts and treated poorly by their customer service Manager Rex when I was trying to explain the situation. I will no longer be filling my prescriptions nor my son's prescription with Express Scripts since I no longer find them reliable.

Add your review!

Posted by Trump Supporter


I have bcbs and we use express scripts. I don't use computers and change meds a lot. I just can't keep up with it. Its a long story but I was out of work and then when I went back it took me 7months to get a pay check b/c of paying current and past insurance payments (from being sick)... I had insulin at local pharmacy but they would not over ride it so I could pick it up. I did owe express scripts some $ but I assured them I would take care of them when I got my stuff paid up and got a paycheck again, they denied. I had NO insulin during that time. Made it HARDER to go back to work to get money to pay them. SIX months of that 7 I worked before I got out of the red from paying back insurance, a friends Aunt passed and she gave me 2 vials. My sugar runs 5/600 I am now seeing a specialist b/c my body doesn't even respond to insulin like it should. She about passed out when she found out I had NO insulin that long. I told her not to pass out, I have bruises and scars from passing out from high sugar, went into a few comas. TY express scripts for denying my right to use my health insurance at my pharmacy and about killing me. I pay bcbs $400 EVERY TWO WEEKS, plus my employer pays a fortune. I should be able to get my meds with that kind of money. I want to know how to OPT OUT!!!!!!!!!!!! I have bcbs Anthem, I live in NC but my employer uses anthem. I can't keep up with my meds. YES it should be easier, but in my case its NOT I need my meds and Express scripts is not a fit for me at this time. IF I get my meds and doses straight then YES I will come back,.. but I want out for NOW. I have NOTHING bad to say about employees, or company other than I had to write a will. My lawyer came to my house b/c of my passing out from high blood sugar. He has all my info and when/if I die with no insulin they will sue.

Posted by Shirley


Your service is great and I have no complaints, but I would like to make a suggestion. When I receive a telephone call about a soon to be filled prescription, the name of the medication is not mentioned. Since I take several medications, it would be a help to know which one is being prepared in case I want to hold it off for a while, etc.
Thank you.

Posted by ??????????????


Wayne R. Stotesbery Refill of prescription for ATENOLOL TABS was supposed to have been shipped on 12/11/2014 has never been received.

Posted by pam


Express scripts - to which we have NEVER belonged - billed us for 100 in 2009. Called and got is squared away and they realized their mistake, and now, years later, they have sent it to Collections. I have been attempting to contact them and have been hung up on. Next stop? Atty general?

Posted by jimr122783


The old version of the site was excellent, the current "Dashboard" is virtually unusable.



I would appreciate communication with someone high enough in management to have the website decision makers under supervision. I am willing to wager that some entity was actually paid to replace a working system with garbage.



It is obvious to me that the decision makers did not try both old and new. Nor did they have a focus group of users try them.



Jim Russell

Posted by joyscottl


I have received great service. I had pass word trouble this morning, and the lady that helped me was pleasant, maintained a voice that told me she was glad to help me. She also helped me solve a problem with the date of my refill. I am so glad I did not have to stand in a long line at our local drug store after shopping for nearly an hour.

Posted by lizzie


Like so many seniors, I was extremely wary of ordering my pills thru an then-unknown company. Not to worry---they have been cheerfully and carefully filling and refilling all my orders (most were automatic refills) for several years now. The price is unbeatable. (I am Scottish at heart.) The quality is excellent. Very good company.

Posted by cookie monster


I've spoken to several employees and my experience was the same horrible.But I've spoken to Ms Passion Ford on an issue I've been dealing with the past several months.She spoke to me with the upmost coutesy, real concern, and very efficient on handling my ordeal.for the first time in years I relived and wasn't angry I hung up the phone. If the rest of the employees can take a page out of ns Ford's book the company will rank in the high 90's on their customer service surveys.

Posted by Confused in Michigan


I had Express Scripts for about 6 years or longer through State of Michigan retirement; I loved them. They were the best and most efficient mail order pharmacy to work with and always watching how one of our medications might interact with a new one that the doctor would order. I am sorry to hear/read of other bad experiences.

Posted by Deb


I have nothing but good things to say about Express Scripts. I have never had an issue with my prescriptions being filed or my questions answered. Hats off to Express Script keep up the good work!

Posted by Anonymous


We are very pleased with the way all our prescriptions are filled.Right on time,never run out.Our Dr faxes them in for us---We don`t have to run to the Drug store,which is a Blessing for us----Thank God for Express Scripts--

Posted by SunnyDisposition


The only problem I have is getting my doctor to fax in prescriptions to them. Once they have the prescription, they fill them promptly and I never have to worry. The customer service is A+ and I am going to switch my entire family over to their service. My father has Tri-Care and no one really cares if we have to use CVS instead of Walgreens for his meds. Like I said, I will be switching him to Express Scripts too... very convenient.

Posted by someonecares


I had to drops Express Scripts they were just making to many mistake and my health were paying for it.
They always blame the patient for what happen with their medications.
And now they are charging you an extra copay if you use Brand name medication vs Generic.
I'm not sure if that is legal, i will keep asking the question.

Posted by Customer Service OK


You do not get a person by pressing 3. You need to say "I would like to speak to a patient care advocate." I only had to wait about 30 seconds and got a real person, who tried to resolve my issue, could not, so she contacted supervisor and resolved the problem. Make life easier...get your prescriptions mail order.

Posted by Anonymous


I have never had any problems with this company.

Posted by interdial


Strange. Never had any problems with the Express Scripts. Except perhaps with their automated calls offering refills. however, there was always an option just to say NO - and they discontinue these calls.
(Their voice recognition is superb, considering my thick foreign accent that was never a problem with their auto system)
The supporting staff is generally polite and patient, and those who introduce themselves as some kind of ADVOCATES, are pretty helpful despite the naive and pretentious name of what is boiled to the usual customer service.
I'd grade them 3-plus out of 4 and recommend their service to my friends and relatives.
V. Levin.
Manhattan, NY

Posted by lawgirl3


I have been receiving my medication from Express Scripts for approximately eight years. I have never had any problems with them, and the customer service people are extremely helpful if I have questions about a pending order.

Posted by Anonymous


Mailed a prescription from VA to AZ. Was received on 17 Oct; verified-filled-packaged-shipped the same day. Couldn't ask for more than that!

Posted by kimmyp


Positive experience...customer svc agent v helpful!

Posted by Pro ESI


Express Scripts has always delivered on time!! Much better that all of the other mail order pharmacies, ESI is truly committed to their members... THANK YOU ESI!!!

Posted by Luke Warm


Mine is at best a "lukewarm" positive response, but having read the horror stories of other customers right after sending Express Scripts my first order, well, I was worried enough to ramrod said order thru their corporate maze. (Past experience fighting with six phone companies on a 911 implementation project helped.) I found that by calling daily for updates and asking for clarifications on discrepancies between phone and internet status report helped them to clear logjams. Since I was initially naive and thought they might know what they were doing, I made up for lost time by insisting on a rush order (additional cost $21). After 11 phone calls over 12 days, 2 of 3 prescriptions were shipped UPS so I got them 13 days after Express Scripts received them. The third prescription - a common blood pressure medicine - is apparently delayed indefinitely. My doctor's office gave me 2 weeks worth of samples. My advice: Call these people every day...compare what they tell you with the online information. Both may be wrong but demand a clear answer. Bottom line: Do not use this service if you can afford to use a local pharmacy. If you are stuck with these jokers, do not assume it will be as bad as the horror stories described here. For us, it was a big hassle but not a nightmare. Good luck.

Posted by Gloria


I have always received my medication on time. I am sorry my company changed to another prescription company. I have been able to call and get someone on the phone within minutes. As always they have been very helpful and nice on the phone.

Posted by Anonymous


I am now a retired minister. I was a registered pharmacist in my early years. I have used express scripts for several years. I have found then to be accurate and timely in all of my dealings with them. They have saved me an enormous amount of money through my retirement benefit drug plan. I purchase 90 day supplies of 2 very expensive Rxs from them and I consider their services a blessing to me.

Posted by TEWK


This is generally a positive review; however, I was unable to find a telephone number to call from the web page to renew my prescription. I could go online, if I had my membership number, but I don't have that with me and I am only trying to return a call that I missed and could miss again. Otherwise, I am very satisfied with the service you provide. My pills arrive on time and in the correct number and dosage.

Posted by Anonymous


We have used Express Scripts for over 10 years and have only had 1 problem. That was 2 weeks ago they sent the incorrect number of pills. I called to report and the rest were sent out within a week. Always friendly and informative.

Submit your comment

Posted by Frozen


I work at Express Scripts in Pueblo Colorado it is freezing in the building that we work the employees have asked them to please make it at least tolerable so our fingers and feet are frozen by the time we leave they refused to do so the chairs we sit in for 8 hours are bad for our backs and hurt they won't help us someone needs to step in and do something before we all get pneumonia

Posted by youknowme40


I am a former employee of ESI. When I initially started it was only because I needed a job. Later as I began to see how things work and saw at that time there were some possibility to grow. At least that is what I thought. First I must say the company itself and it's purpose is a good one. However, the management is not to be desired. At the particular site I worked at I saw them separate the Director, a project manager/implementation and a Sr. HR personnel all at one time in one day. The sad part is the employees knew before the people it was applying to. Very unprofessional. Management is offered based on politics, and popularity. People are easily intimidated when a lower level employee appears to be doing a better job. Some of the things that I have seen and heard first hand were very distasteful, Call centers are expected to have complaints they are expected to not satisfy everyone, yet they are also expected to review these complaints and try to fix them. In the site I was employed the centers moral shot to an all time low. It was like they targeted the ones that made it worth coming to work. Then it was replaced with the fake politicians. They removed all the people that were there for the employees and not just for a check. I think that their hiring process should of been revised. It would be difficult for almost anyone to interview with someone you know is not in your favor. Bias played alot when it came to promotions and some didn't even have to interview. The company would be better if the people were better.

Posted by Telling


Unfortunately, the many complaints listed here is common place for this industry. I used to work for CVS/Caremark and the level of incompetence in senior ranks is unbelievable. Many of these call center are 3rd party vendors and they only require that you pass a drug test to be hire. Many of the customer service reps are very young people with no experience making $8 an hour. Senior management of these call center are rewarded handsomely just for having a rep answer the phone in a timely manner -it really does not matter if the rep is capable of providing service to the member. It's all about butts in the seats and billable hours for these call centers.

Posted by ChuloZing


Coming from the opinion of an employee, I must say that the level of service what I have grown accustomed to at Post-Medco has definitely downgraded immensely under the management of Express Scrips. Here are a few things I've noticed:

1. Customer Service is very poor- lacking empathy, willingness to assist
2. Not about the patient's needs but the company's bc instead taking the time to help the patients, now you're on a clock to quickly assist and get them off the phone.
3. Lots of cuts- from lay-offs to program changes to better business needs
4. Raises- None to minimal but higher expectation for more
5. Incentives for Employees reduced or cut- for example for education, there is a cap where of 3500 per year- enough for 2-3 classes in one year at these costs.
6. Minimal HR contact bc its controlled mostly thru a call center outsourced for our benefits
7. Crappy and not the best benefits- you may more but the options for quality is lacking.

These are just a few and i could go on and on but in the big picture of looking at things, the only people i see this benefiting are the investors who ESI will need to show some returns to bc the employees are sure not gaining anything so far..

I would not be surprised to see a shift in the employee arena in this company as this economy slowly recovers bc many are not happy but like most too, need a job until better comes along.

So sad for a once good named company that many took pride in working for and now dissected to what is slowly no longer the best company out there to work for.

Disappointed!

Posted by justme


I used to work for this company. I feel sorry for anyone who has to work for this place. They are awful to work for. I can not figure out how they made it onto the fortune 100. If this is truly the case being part of this list is less than impressive. To put it mildly they are the holding tank for a sewer company.

Posted by Anonymous


I have worked for Express Scripts for over a year as a Patient Care Advocate. I absolutely love my job. I am treated very fairly and am receiving the best benefits from any other job I have ever had. I work hard and am a top performer at my site and feel like my efforts are recognized and rewarded.

I get some negative feedback from patients, pharmacists, and doctor's office, but I believe this can be summed up in large part to lack of knowledge of the companie's policies. If I had one suggestion for improvement, it'd be that those policies are made more accessible to the members and others who service them.

And, the mandatoy overtime thing is a bunch of bologna. All overtime is voluntary. The only time ithey 'draft' for overtime is on holidays and not enough people volunteer. Actually, this month I signed up for 20+ hours of overtime and had it all cancelled!!! I'm upset about THAT!

Posted by HappyAtESI


I have worked for ESI for just over one year now. I have also worked for Apple Tech support and was even an operations manager for an outbound call center for 5+ years. I've been reading through the complaints, the positive reviews, as well as the employee statements. First, Every call center monitors things like bathroom break time, thats not indicative to ESI only. 2nd, because ESI is a Pharmacy BENEFITS MANAGER, we do end up looking the badguy because we only manage the plans set forth by our clients(the employers/insurance companies who hire us) so when a patient is told their plan doesn't cover a med or they have to use mail order, the plan they have w/ their employer is telling them that, but ESI gets the blame because it's our job be the 'bearers of bad news'. 3rd: I truly believe that great customer service is something that everyone deserves. I expect it when I call somewhere and I sure as heck give it when I answer the phones. I agree with the ESI employee above: 20,000+ employees aren't all evil and incompetent. I can't answer for everyone else that answers the phones, but I KNOW I go out of my way to do the absolute best I can. I take the title 'Advocate' very seriously. But then, I believe in the Quality of the call over the 'quantity' of calls received.
Finally: The place offers very good benefits, 401k, P for P, and full tuition reimbursement. Most companies do NOT offer all of those. I am not treated like a child by my management, I feel like I'm part of a team who wants to help each other, and I refuse to believe my team or, for that matter, my site, is special. Alot of the complaints I've read from prior employees sound like they come from people who've never worked in a call center before. Call centers are very structured and stat driven. They have to be. Our work is considered 'real time production'. Our work is driven by our call volume and a PCA(or any phone rep) has to be on the phones at their scheduled times because every single MINUTE of that time is factored into a mathematical equation based off that expected call volume. We're offered our jobs KNOWING and AGREEING to this. If you don't like the job quit...Just, please, don't make the mistake of thinking that your experience mirrors everyone elses. I for one, like my job there. I like helping people, I like being told CONSTANTLY by my patients that they're thankful they got me. And yes, I do get quite a few who tell me that they wish they could get me every time, and yes, that does sometimes make me wonder about the other people they've talked to...But I'm starting to wonder if they're just talking to people who are unhappy with their job..People who'd rather NOT do as much as they possibly could. And that's sad. Because it makes the rest of us: People like the person who posted his/her comment back in April about alot of what I said above, look bad.

Posted by Anonymous


I used to work at this company in Montvale NJ. There is a reason there are so many complaints and it's because management truly sucks. I left after being bullied by my manager, we'll call her Marcy, who worked out of her home in Pittsburg, her manager, we'll call her Jill, her manager's manager, we'll call him Scott, and two of my co-workers, Vinita, contractor who worked from home and Erin, who also worked from home and was my manager's friend and confidant. Erin and Vinita told Marcy lie after lie about me and Marcy believed them even though I was easily able to disprove what they said. I was not allowed to work from home even though everyone else was. Since I was brought up to respect authority, no matter how stupid or idiotic the authority is, when I was told I could not work from home, like the others, I complied however I mentioned that I would be going home for lunch as I had to walk my dog. Big mistake. Marcy now told me that I couldn't take lunch because even though by law I was supposed to have one, no one else took a lunch so I couldn't either. Since I couldn't take lunch because everyone else didn't take lunch, then I should have been able to work from home because everyone else worked from home. I appealed to Jill, who blew me off. I appealed to Scott and then had to listen to Jill whine about how I went over her head. Jill bragged about how her sister, Allison, beat everyone up in school so she, Jill, never had a problem being bullied and got voted prom queen (Jill is uglier than dog ugly - no offense to the four legged creatures called dogs). Jill however told me that I wasn't to defend myself and used her son as an example, saying how she told him just because someone hits him doesn't mean he should hit back. Was she kidding? Did she expect me to believe this after bragging about her sister, Allison beating everyone up. By the way, I was 20 years older than these idiots. This is what goes on there all day long. This is why service sucks and customer service sucks. I didn't write this to complain or rant - I wrote this to show you what goes on at that company on a daily basis. I've worked for over 30 years and have never had such horrid bullying nasty stupid immature moronic managers in my life. Something needs to be done about bullying not only in schools but in the workplace, too. Oh, yes, I failed to mention. Dear Marcy misrepresented the job she was hiring me for. HR passed my resume to her by accident. I was an executive level employee in past positions and was looking for a career change. Marcy got very excited when she saw my outstanding credentials but she was really looking for an entry level employee and did not have the budget to give me the salary that I was getting ($110,000.00 plus). She only wanted to pay $50,000.00. HR told her they wanted to pull my resume as they felt she would not be happy with me. She demanded that I be hired. She offered me $80,000.00 which I took thinking I would have a career change and be a level lower than what I had been. Marcy portrayed the job to be a much higher level job than it really was. Was I in for the shock of my life my first day on the job in orientation when I realized I was in an entry level position. Then, Marcy told me how she had insisted on hiring me against HR's advise and how she had negotiated to get me $30,000.00 more a year than was budgeted and how she couldn't let me fail. Then she proceeded to treat me like a child. I was used to being treated like an executive and naturally would not take it. Even an entry level person should not have been treated like I was treated by Marcy, Erin, Vinita, Jill and their manager, Scott. How could anyone be so STUPID as to think they could hire an executive level employee for a entry level position and treat them like a child!

Posted by jennstarr


I work for this company, sad to say. They treat employees like little children. I am looking forward to the day, I cannot wait to put them in my rearview mirror. If I had a reasonable choice for meds, I would never go through them. They try to brain wash their employees. The list of negative goes on and on. I am still trying to think of the positive.

Posted by esi_employee_of_the_year


Horrible place to work. Management treats employees as children. They monitor your phone calls, computer screens and bathroom breaks.

Stay away. Stay far away.

Posted by be8387


I am an employee of ESI. I can answer most of these complaints that boils down to YOUR benefits from YOUR medical insurance.

We are a Pharmacy BENEFIT MANAGEMENT company first and a pharmacy second. Our "customers" are the clients (your employers) that sets the guidelines that we are obligated to comply with. 9 out of 10 of these complaints revert back to "patients responsibility" in so far as, understanding how to work with ESI, and what their PHARMACY benefit actually is. Essentially our services are more about benefit management rather than being a pharmacy provider.

You always have a right to chose whoever you wish to deal with. Granted you may not receive your pharmacy benefit according to your employers plan but you still have an American right to choose!

It pains me to hear all of these complaints since 20,000 employees are not all evil and we are a highly regulated company, both by our clents and the government. We do a lot of good for patients by supplying equally equivilent medications that are FDA approved.
Like any United States corporation there are always and always will be human factors that need improvement.

ESI works in conjunction with your pharmacy benefit plan and we are not to blame for all of these complaints.

I can truly say as an employee that this company has treated me fairly. I have no complaints using their mail order. They are a business in business as a service provider by people and for people... as we continue to grow we continue to improve services.

Posted by anonymous


I work for ESI. People that use ESI are just not aware of these rules.
1. If you have a credit or debit card on file, that card will be charged when an order is shipped. 2. You will see a pending credit charge on your account as an order is being filled. It is not actually charged on the card until the order ships. 3. Since mid June 2011, most people have a $150 line of credit. If what has already shipped and is not paid and a pending shipment equals or exceeds $150, you are required to make a payment to bring the total balance below $150.00 - before any order in process will ship. 4. If the doctor's office send in a new RX, it will be filled and shipped. ESI assumes your doctor keeps you informed of any new medications. 5. Health insurance companies determine their overage rules - selective home delivery (SHD) mail order not mandatory, exclusive home delivery (EHD) - mail order mandatory. They also determine how many courtesy/local pharmacy fills they allow in 365 days. 6. Insurance companies determine drug coverage, copays, drug classification & establish the guidelines/instructions when ESI has to look for a generic alternative - in most cases is it always. 7. Each insurance company determines what mediations require additonal approval and clinical info from the doctor - prior authorization process (PA). 8. Auto refill & automated telephone notifications do not always happen on time. 9. Give yourself 10-15 business days from the day you request the refill until the day the meds shows up on you doorstep. 10. RXs are typically only good for 12 months - they will expire after 12 months - even if there are refills left on the RX.

Posted by Anonymous


If you are a nurse, do NOT work for this company!!! Worst job ever with mandatory overtime and low pay. You get NO respect with this company and many customers tell you off because of automated daily calls. HORRIBLE place in Orlando.

Posted by pullingmyhairout


Sad to say I work for the company for 6 plus years I have never worked for a company so disorganized!!!! You ask for help from what should be seasoned leads but itís all a learning process because they donít know anything so you find yourself asking what would you do or say. While talking with a customer for over an hour just to find an answer, the customers go through a dreadful transfer process from one department to another and by the time they get to you and you try to help their extremely exhausted and frustrated. Yes itís true you cannot move around the company without kissing somebody buttÖand for me I donít do that so I have to do what I have to do. I try to apply for jobs outside of Express Scripts but find myself not qualified which is far from the truth for me I went to school and received my license I did not received the dummy of the license that ESI gives out, I believe I do not qualify because I have to place on my application that I work for this company. Yes they know your every move from going to the bathroom just sad. I pray every day for my supervisor to tap me on my shoulder and walk me out!! As much as I want to leave I would be happy and stress-free with having unemployment then to keep working for this company. Hearing the customer complaints day after day I Google ESI complaints and could do nothing but shake my head because everything that is being said is so true!!!!!!!! Do Not work for this company itís a multi-million dollar company only by GREED and we the employees do not get paid enough for all the stress we go through. So many of us or sick, tired, and even passing away. We canít take off to care for ourselves because no time in the bank or we receive points from this dumb point system that takes a whole year to drop off if that, and in this day we all need our jobs. Soon I will leave to flip burgers!!!!

Posted by Anonymous


I work of ESI. I was part of the big buy out from Wellpoint 2 yrs ago in Indianapolis.
**They make you work so much over time if you have a family just say goodbye to them! You only get 1 day off a week and sometimes not even that.
** When they give OT there is not an option! **They manipulate you into thinking things will get better but they only get worse! **They cut back on our night differential from 10% to 5% and cut back on the hours applicable from 6pm to 8pm.
**They took away letting us have ipods or MP3 players.If they see your cell phone out they will take them from you till the end of your shift.
**If you dont kiss big time butt then you will NEVER advance to any position or be allowed to change from night hrs to day hrs.
**If you apply for another position in the company your manager will talk to the other manager and tell them you can not take the position because they dont have the man power to lose personel to another department because (Its robbing Peter to pay Paul!). **They will hold a person back that has no viloations, or mistakes and has exceptional numbers simply because they dont kiss butt. Yet, they will sweep a recent violations under the rug and move a person up because they kiss major butt!
**They will not allow 1hr lunches any more(without breaks) you must take a 30 min lunch and 2/15 minute breaks and the evening shift does not have access to the cafateria because they close at 2pm and lunches are often stolen from the community friges.
**If you do not leave on time for your lunch or breaks you lose that time.
**You are clocked on the amount of time u take to go to the bathroom.
**you get violations if you spend too much time talking to a patient or Dr. office.
**The whole place is filthy and you are not given any time to clean your own area (because the 15 minutes you take to stock and clean can be used more productively). **There is no talking to others in your area at all! You must use your own time to chat. **They treat emplyees like children and talk to you like one as well.
The only thing this company cares about is the all mighty dollar! When Christine Huston comes for the "Town Hall Meetings" the only thing she talks about is how much the company made and how we are working on keeping the stock holder happy by making more money for them! They want robots not humans! We have a very limited amount of people whom still work and yet they say we can push out more! We have lost many people and they have not replaced 1! We get temps every so often but they only stay for about 2 weeks (if they come back) then they are gone and we are right back to being stressed out! If you take a call you can not make a patient happy because they time you and if you are filling an order and you know something is missing or not right you cant ask questions (it waste time, just fill it and if we have to make another shipment they will call to get whatever they are missing). There is no Patient care at all! They simply dont care! they dont care about the emplyees and theyr family, they dont care about the patients or thier family. They only care about making money for the stock holders and thats it!
I will be looking for another job and George Paz can kiss my BLK BUTT! Im DONE!

Posted by DisappointedEmployee


I have been reading through the customer and employee complaints and this and other websites after a co-worker suggested I do a Google search for "Express Scripts Complaints" today. Yes, I do work at Express Scripts currently and sadly, I am not shocked at ALL after reading these comments. ESI promotes driving down cost, patient safety and getting the right drug to the right patient but after 2 years with the company, I've come to find it's all a lie. Management will lie right to your face, or if you are the customer, lie to you on the phone just to get you off of the line.
The technology used at ESI is ridiculously outdated. I am frankly shocked that it doesn't crash more often. You have to have about a dozen programs running just to do your job, and they all don't communicate effectively with each other. No wonder everyone gets misinformation, deliveries to wrong addresses and various other mishaps!
The caliber of people that get promoted are gossipy, backstabbing, lying, untrustworthy and spiteful, in general. There are a few exceptions to the rule. You can imagine what a nightmare it is to try and work under this type of management. It is true that they do not communicate with other departments, and that they try to find reasons to fire you, and even that they harass people!
Many of my co-workers are honest, trustworthy and hardworking people who are being forced to work overtime to make up for all of the firings that upper-management has done for (in my opinion) petty reasons. I suppose it's cheaper to pay one person time and a half than 2 salaries, right?
As of now, we've been forced, yes FORCED to work mandatory overtime for 7, 8 months now? It's been so long I've lost track. If we don't work it or have other obligations, we get written up and put on steps until we're out the door.
ESI does have benefits: Health, matching 401k, and does promote from within. But what good is all of that when the turnover rate is ridiculously high, departments don't communicate with eatch other, the patient/customer is unhappy and the product isn't getting to them on time or even to the right location?
I have seen alot of things in my 2 years. Notably, Shawn Lo Stracco, who was mentioned in a couple complaints, has stepped down as call center manager and has been replaced. But in general we still have the same DOS based system, the same incompetant PCAs and Evil Supervisors.
How ironic that we are forced to fill our own prescriptions at ESI! Remember that, customers, when speaking to a PCA on the phone or thinking of the people who process your scripts. We have to go through the same pain in the @ss process you do, and NO we don't get any special treatment!

Posted by Momma Dog


I work for a doctor's office and they are horrific. We bad mouth them all the time; because they seem to lie. There seems to be some kind of communication glitche as our families and the nursing staff are constantly getting told different things for the same calls. I am suppose to use them and I won't. One day I spent more time dealing w/ their issues then managing pts calls...

Posted by wow


Don't work at ESI...ever! They treat their employees like diseased livestock. You will not succeed by working hard and producing quality work, but you will succeed if you are good at playing office politics, kissing the right backsides, watching your fellow employees get walked out (I've never seen a place fire so many people...it's absurd), putting up with management lying to you (it's an epidemic), and having no personal life. They told me I was going to get a bonus and then went back on it saying they had a bad year financially. Really? Is that why they were able to give the CEO a 19% pay increase, pay 4 billion dollars to purchase a competitor, put more than 3 billion into savings, and pay some VPs extra bonus money? Morale is low and employees are constantly worried about getting fired because they fire so many of them. I saw people get set up...meaning a manager would decide they just didn't like a person and then HR would start looking for evidence they could use to fire them. They cut back on support staff (lower level staff) and pushed more work on to the support staff still there (all in the name of budget cutting) while they let the people at the Director/VP/SVP level stay in $400 hotels, have $100 meals (per person) and use limos. They are constantly giving the employees surveys to fill out so they can win one of those "best places to work" awards and they never win. They never will. Why don't the managers there wake up and smell the coffee and realize their employees hate working there and they are developing a bad reputation in St. Louis because of it? What comes around goes around. Eventually it will come back around to them. If you want your work life to be a living hell then by all means go work there. If you want to have a happy workplace then stay as far away as possible. I've seen them discriminate against women, against whites (yes, someone in HR told a hiring manager they couldn't hire someone for a particular role unless they were "diverse"), and against lower level staff (I heard a VP call the men who work in the mailroom "losers"). Basically the company has no ethics whatsoever (especially the management team and HR).

Posted by frustrated employee


As an almost three year employee of ESI, I have to say that I am shocked and very, very disappointed at the lack of customer service especially in the pharmacy industry. We are not like calling to dispute your cell phone bill, we deal with greatly needed medication. I am in complete agreement about its faulty practices and know that your complaints are read and should be forwarded to the different call center and manager etc for their immediate attention. Our positions are being outsourced to a foreign country. I can only apologize for their poor choices. As a patient myself, I advocate for you, the patients.

Posted by hershey


I worked for ESI, and this is what I saw.
-Management does treat the employees like crap.
-Management tends to change policies without notifying anyone, and then hold you responsable for abying buy the old policy.
-Everyone who works on the dod accounts have to go through a background check before having access to them. There were people who worked on these accounts for years before getting a background check.
-Management has no communications skills what-so-ever.
All other complaints from customers are very, very true.
Another thing, if you are a DOD patient, and have a complaint, call your congressman, senator, the DOD themselves to file a complaint.

Posted by Leah


Express Scripts is bs. I know. I worked there. They lie about contacting your doctor to justiy why u havent heard back from them about your meds...Some PCA's write ppl's CC#' down and God only knows what they do with them off work...they also put phones on mute to laugh at patients and the list goes on. I know, i worked there. We had to lie to patients about various things all the time, and we couldn't engage in normal human conversation with the patients unless we wanted to get red-flagged by the stupid retarded ass quality department. All Express Scripts cares about is money. Never put your credit card on file with these jerks, and if you have it on file, call and take it off ASAP. I feel sorry for the people who have no choice but to use Express Scripts. UGH.

Posted by Jack46


I am an employee of ESI. I can answer most of these complaints that boils down to your benefits from you medical insurance. We are a Pharmacy BENEFIT MANAGEMENT company first and a pharmacy second. Our "customers" are the clients (your employers) that sets the guidelines that we are obligated to comply with. 9 out of 10 of these complaints revert back to patients responsibility in so far as, understanding how to work with ESI, and what their PHARMACY benefit actually is. Essentially our services are more about benefit management rather than being a pharmacy provider. You always have a right to chose whoever you wish to deal with. Granted you may not receive your pharmacy benefit according to your employer but you still have an American right to choose! It pains me to hear all of these complaints since 14,000 employees are not all evil and we are a highly regulated company, both by our clents and the government. We do a lot of good for patients by supplying equally equivilent medications that are FDA approved.
Like any United States corporation there are always and always will be human factors that need improvement. Please try us again. Please direct your complaints to our company directly so they can be resolved.
Thank you.

Posted by Anonymous


I work for express scripts and ever comment list below is true and then sum. I,m out of the bensalem office in Pennsylvannia. I was part of contract negociations. Express scripts exact words were The share holders come first always. They stated they would rather lose customers then upset the share holders. Express scripts made 25 Billion+ last year for the second part of the year. They make you feel lousy working for them. The employees don't matter at all. As an employee were not allowed to get are meds at a local pharmacy, so many of the employees pay full price at local pharmacies as there a lot cheaper and much nicer. It's a shame that a successful company won't take of their employees and will fire them when they reach a mile stone like a 5 or 10 year annivarsary.

Posted by Anonymous


I used to work for Express Scripts. I started in 1997 and left the company in 2001 returned for a short period of time and left again. I worked in the call center out of the Minnesota location. When I started they were known as Value rx, I was really impressed with how the call center was ran. They seemed very concerned with delivering excellent customer service. However all that changed when they were bought by Express Scripts, delivering excellent customer service was no longer a concern. What was now the concern was numbers. What i mean by that is they promise there corporate customers that they will answer there calls in a set amount of time or Express Scripts will cut them a check. I do not beileve that its possible to deliver excellent customer service while making sure your numbers look good. Even though I was always getting compliments on the good customer service from the callers, I wasnt delivering good numbers and the supervisors made my life a living hell. I was disgusted with the management there and finally left for good in 2002 and never went back.

Posted by Anonymous


I have worked for ESI for almost 3 years as a Patient Care Advocate (customer service). However, due to the companies lack of management, non existent communication between departments and the complete disregard for patient satisfaction I have given my 2 weeks notice. I have read through a few of the comments and agree with them on most counts. Being a Patient Care Advocate is very difficult because on one had you are told by supervisors to do all that you can to help the members with any issues they have but when you reach out for help from other departments or managers you are brushed off. The technology is laughable. The ESI website is constantly down and even the systems we work with in the call centers are so outdated they crash on a regular basis. Sometime the system gives us miss information that is passed on to the patients.
I do have to say that when upper management is aware of an issue they do try and correct it but its cutting through all the other departments and low level managers that are crippling the company.

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