Express Scripts Customer Service

The app is extremely misleading. It leads you to believe you have a refill when you don’t. If you order a refill, and didn’t have one available then your doctor is contacted. I don’t want my doctor contacted unless I authorize it. Furthermore, many medication’s are available generically and can be billed to a good RX or other coupon at the walk-in drugstore for less than insurance price or cash price. Express scripts is very greedy and they won’t honor these coupons. furthermore, they try to charge astronomical prices, calling certain medication’s specialty, when, in fact, they have many off label use and can be purchased for as little as $20 cash. Once your prescription is sent to Xpress scripts and not fillable thru insurance or their own incompetence or otherwise laziness, it’s impossible to get it back out of there easily. the only thing this service is good for is filling prescriptions that you have a refill on that are cheap, covered by insurance and need to be refilled regularly. The app needs many improvements. they should have to return to the customer a printed copy of every electronic prescription that they mishandle and do not fill in the manner requested by me, the customer. generics, utilize, or a 50-50 chance. You either get a quality one that is made in the USA, or end up with a very inexpensive generic, made outside of the USA. I haven’t tried to order a specific generic company, because I don’t want to be on hold for that long.

Our company switched to Express Scripts in Jan 2024 after being with OptumRx for 9 years — I have had nothing but problems with just about every prescription I have had to get filled — and especially refilled. First, every thing needs a pre-authorization- no problem. However, a 2nd pre-authorization seems to be always needed. If it’s pre-approved why does it need to be pre-approved again? Literally every single doctor I’ve used is frustrated with Express Scripts— that absolutely hate Accredo. Verbatim, their words. I have called Xpress scripts customer service so many time I’ve lost count. Every time I’m told - no problem the prescription will be filled only to get a robocall or text later saying the exact prescription can’t be filled…a prior authorization is needed!!!! Over and over, round and round. I missed one medication for over a month with this nonsense. It doesn’t matter if I go to my local pharmacy or get it mailed. Same issue. Then there are the subcontractors Accredo and Senderra who are even less helpful and despite all 3 companies being worth billions of dollars— cannot seem to connect their databases together— 5 different doctors I’ve used have had issues placing prescriptions. They have said they unfortunately have to deal with this kind of nonsense specifically with Xpress Scripts. What is so different about your prior authorization process that 5 different doctors have all had the same issues? I mean what are the statistical odds? Seems to be 1 common denominator here…

I love everything about express scripts except the prior authorization process. It’s not until a physician prescribes a medication that we find out it requires prior authorization and after the script is received by express scripts then a form for prior authorization (pa) form or letter is sent to the provider. It slows down the actual receipt of the medication. I was prescribed a certain medication and after it was received we were told a PA was required then the provider sent an alternative and it was sent a prior authorization form in the denial we were told we needed to use 3 other forms of medication first with poor results. One of the three options was the first medication that also needed prior authorization. In this way the most money is saved but the patient goes untreated for much longer. It’s been over 3 months and I’m still untreated. The formulary does not really help because it’s not updated regularly so we can’t find out easily if PA is required. I know Tricare is the actual culprit but Express Scripts is the messenger. It relies on each individual physician and their staff to provide the PA forms. So I’m very dissatisfied with this part of the “service” provided.

The reason for only 4 stars are that #1 the app offers to keep track of how much medicine you have, however you have to input when you refill a medicine, rather then them update it automatically. #2 the app is slow to sync when a prescription is processed/shipped/delivered and I mean sometimes by three days #3 This may be more of a ‘plan’ issue “con” then ‘app’ but if you refill a prescription and it’s too early to fill (you have the option of as early as a month-online to refill) rather then the day it is dispensed, you will be billed the day you refill online. #4 their is an option to send a secure message to the RX company through the app. But you must log into the app continually to check to see if it was responded to, rather then being alerted through an email, letting you know that it’s been replied to. #5 Twice I’ve had issues logging in. Sometimes it’s after an update, or when your fingerprint doesn’t register but password does. The support center actually recommends that you delete their app, then reinstall. This is under FAQ in the support Center online. Again, these are just small grievances of the APP, nothing that reflects on the overall plan itself. I simply wanted to layout why I only gave the app 4 stars. On a side note: I save an enormous amount of money by using their mail-order service. I think overall they are an excellent plan D for Medicare patients.

The app is good, and it is easy to order scripts. Cons: Changing an alert is next to impossible. Removing a medication is not possible as far as I can see. The virtual pharmacy ID card is not printable and does not contain all of the information the hard copy card has. (I have ordered a hard copy about 25 times, and have yet to receive a hard copy) There is not a section for drugs you may be allergic to. If you are looking to see your claims and history, or medicine history; you are out of luck. The search thinking wheel spins forever and almost always times out giving the message “9999: We are sorry, we are unable to complete your transaction at this time. Please try again later.”. Should you actually reach your history of any kind, forget actually printing it out. Pricing a medication by history is a long shot Only about 10 current medications show up and only about half of those are actually current up to date medications that you are taking. You better be an ace speller. If you misspell any drugs when searching within the app, the search is not smart and will not recognize even a close misspelled medication. In the world of apps, this one needs some work.

Since you try saving money by having us review automatic refills real old people don’t have anyone to help review them so they will miss or not take meds that they need. You are saving money and killing the old people who need refills to be automate and not need our approval since this was order by the doctors and civilian pharmacies don’t need approval to automatic refill. Maybe it’s time to stop worrying about how to save money getting from our our retirees and ask him to approve refills that the doctor already approved, they don’t have to do this in the civilian pharmacy. What’s wrong with all of you you’re taking from us who serve the country and the civilians are responsible to take care of us and all who served this country we have forgotten that. This won’t change nothing by doing it with you since it’s all about saving money for the government and the politicians who are going to get all that extra money for the pay and the money we want to send overseas and not take care of about vets not just with prescriptions, but with every other device, including war wounded warriors

This coverage is provided to me due to my husbands service to this glorious country. I dread having to refill my prescriptions, because there is a huge disconnect between the provider and the pharmacy. I always have pleasant representatives when I call, but the company has so many restrictions on medications, that I have seriously thought of just giving up on this company, and just paying cash. Again, this is not about the wonderful reps, this is about a company that has gotten too large and unmanageable. When I have asked to speak to the CEO, they put me on hold and then the call is dropped. So in wrapping up, representatives are knowledgeable and patient, but the company need to ease up on restrictions and policy. If the CEO want more information, you have my phone #, so call and discuss. I am a Physician Assistant that worked my entire career in Emergency Medicine, at night (6p-6a), 3-4 nights a week for 30+ years, so I have written many prescriptions and know how the system works. I urge the management to reach out to patients and ask them about the service that are getting from this corporation. I gave you 2 stars because you really need to work on the patient-pharmacy-physician disconnect.

I have used Express Scripts to fill my prescriptions for many years - ever since I married my husband, a retired Navy captain. I have a number of chronic illnesses so my medication list is a long one. Without Express Scripts, the costs I would accrue in order to get all the meds I need would be pretty daunting so I am so thankful to have Express Scripts backing me up. In addition, I am very grateful that through Express Scripts I am able to get my meds via the U.S. mail system as I am totally housebound due to COVID and also to the fact that my poor health makes it simply too hard to ambulate. Prior to his death from COPD and Parkinson’s disease in 2015, the number of meds that both he and I had to take during that time was daunting so it was indeed ma blessing that we were covered by Express Scripts. We had so much to worry about that we just didn’t need to have the worry of excessive worry prescription costs added to our problem pile. So I will always be thankful that Express Scripts has been such a valuable part of my family’s health support system.

This is an excellent app and prescription service. I get reminders when my medications are ready to refill so I don’t have to go a day without them. The mail service saves me money and unnecessary trips to the drugstore , especially when I have mobility limitations. My physicians send the prescriptions directly to them, that way every doctor and the pharmacy are aware of the medications that I’m taking. I can also call to get refill of my prescriptions, and they get in touch with my doctor should the prescriptions have no more refills. Company representatives are courteous, compassionate and try to help so I can get the medications as soon as possible. Another feature thatI like about this mail order pharmacy is that I can get vacation refills if I have to travel outside of the USA, and if I travel within the USA, I can have my prescriptions delivered to me where I am. It has been a life saver for me since I have various health ailments for which I need to take medications on a daily basis. Thank you for your services and support.

Express Scripts has excellent communication when signed up for e-mail, text, phone alerts…so if a script is sent in and I don’t need it just yet, I can call them to put it on hold. Customer service is hit or miss, although I recently spoke to Cheryl on the morning of 8/6/24 to help speed up shipping an order and she was fantastic! However, I don’t like that coupons aren’t accepted to my knowledge because medications are way too expensive! And if using an FSA you can’t split payments but if using a credit card or bank acct, you can select a payment plan. I’m also concerned with the 2 day shipping cost of $18 for literally two states over! This is ridiculous!! However, if you select the free shipping…good luck because ours has been delayed significantly or totally lost in the past! As large of a company they are….more shipping options that are cheaper should be available! Who pays $18 for a package that’s literally less than a pound due to their free shipping company DHL slow and losing packages!?! Another issue that needs to be resolved is when you do speak to a CSR (luckily not Cheryl) they’ll provide incorrect medication price quotes. I called about a medication after looking it up on the app to verify the price….the rep stated that it was actually cheaper than what I was seeing since I was seeing an estimate. I was super happy to save a bit more money and then once the medication started preparing for shipping, the cost was the initial cost that I’d asked them about, so essentially no additional savings! And the most annoying thing is the survey after the call…shorten it to 3-4 questions tops because it’s entirely too long and annoying, so most ppl I know hang up and aren’t able to provide much needed feedback. The app is convenient, easy to understand, loads appropriately and serves its purpose but the company has some work to do!

A medication I have been on for over five years has all of the sudden been removed from TriCare’s approved medication list. Back when I was prescribed the medication I had to try 3 or 4 other medications before the prescribed medication would be covered. I completed the required trials and none worked. Then, it was approved. I have had good outcomes with the medication. My family has a history of stomach issues and my grandfather died of stomach cancer. For TriCare to just decide to cancel the coverage without talking to current patients on the medication is irresponsible and inconsiderate. Now, I must return to the doctor and begin a new set of experimental trials... for what??? I do not appreciate the lack of support from TriCare and Express Scripts. I will complete the trial, as required but when/if they don’t work again, I will write my senator and congressman. I am not a test monkey and feel like that is how it is being treated.

Love The Express Script’App😊👍 And How Well Easy To Transfer From ‘Like Walgreens -> When , my ‘ Doctor finally got a prescription accepted my insurance!! Was so excited to see that the medication was listed on my account for future fillings!!! And I received my letter from my insurance shortly afterwards! I believe that the pharmacist were trying to call me before i went to refill at Walgreens , but we have such terrible phone signal service here where we are temporarily & that is another awesome!! We are helping my mother in another & express & our’Dr have been awesome at helping us with being away from our home State ! We so appreciate everything and both my husband & I are feeling healthier because of the great team effort!! I know now that I will have consistent good results every month now in getting better!! Thank you so very much!!!♥️

Used to be a perfect app. Then they “improved” it. Now it is an aggravation to use. Still it gets the job done and is easier than driving to a pharmacy. Now, you can only see one prescription at a time, and every time you put one in your cart or order it. It refreshes the page and goes back to the top, and you have to scroll down through the same prescriptions over and over again until you find the next one you want to order. it takes three times as long to order two or three prescriptions than it used to take. At one time you could see a page of prescriptions at a time and therefore you were able to click on the ones you wanted then check out and be done with it. Since they “improved” it, you are required to go back-and-forth and back-and-forth and back-and-forth to try to find out where you were in the process. As I said, it’s an aggravation.

The old way of using Express Scripts was so easy but you’ve changed it and now it’s very annoying. When I have a prescription on AutoShip, that’s why I set it up on AutoShip so that I wouldn’t be bothered every month. Now it doesn’t matter that I’m set up on AutoShip. I still get an email then I have to sign in which takes two or three steps, much longer than it used to take, and then I have to verify that I want it and go through every step that shouldn’t have to be gone through every time a prescription is on AutoShip, it should just auto ship unless you’re told not to or unless I give you an address change or some thing like that which I think the customer should initiate. Setting up AutoShip used to make it so easy now it doesn’t matter because you have to go through 10 hoops every time anyway so there’s no convenience in auto ship anymore.

I like the ability to tap on a prescription and have it ordered; I like the notifications; I do not like that there is no way to remove a medicine from the list. I am constantly being reminded that there are no refills on meds I am no longer taking. This has been going on for the better part of a year and you have not seen the need to fix this. Why is that? I have a ton of scripts that I only took for a short time buy they remain in the “cabinet”. Allow me to get rid of these. This makes it more difficult for me to recount what meds I do take when going to a doctor. Another thing that might be helpful to more than just me, allow a comment section for adverse reactions to drugs. As we age we tend to forget why we stopped taking certain meds, this would make it easier to relate that info to docs.

The ExpressScripts App is totally and completely useless, unless one is only renewing a typical prescription. My Dr sent in a new prescription for a medication I’ve been taking for over 10 years. ExpressScrips sent a text message for me to verify my address, which I did. However the status still shows that the prescription is delayed, as ExpressScripts needs to verify that the medication is covered by my insurance plan. Did I mention that my insurance plan hasn’t changed in years. When I tried using the app to contact ExpressScripts, I was connected to an automatic voice system which can also only do rudimentary operations (like looking up your order status - K, not the most recent order in my case). I then went online to try to contact ExpressScripts, and after typing out my message and all required information, I received a screen saying that the service was down…. I understand ExpressScripts is busy, yet they need to get something in place to better serve their clients. The system they are using is Arcane and simply does’t work. Highly recommend one avoid this app at all costs! If one could give a lower rating than a 1 Star, I would!!! If I could avoid using ExpressScripts, entirely, I most certainly would.

I had a problem with the shipment of a controlled medication, was running out and could not get replacements. I escalated to a Senior Support Supervisor, Ed, who worked through my efforts to find a solution. I was angry, and still feel Express Scripts has some responsibility for the problem. However, I came to understand the limits placed on ES, and the process required to handle the meds. Throughout the conversation, Ed was courteous, understanding and professional. He stuck with me until we reached an understanding about the limits he could go to help me. I have been on the receiving end, and appreciate all his efforts to assist me. One of the best Customer service professionals I have ever encountered. I am only sorry I did not get his last name to formally commend his work to his Manager. Hope he gets to see this. Thanks, Ed

Enjoy the ease of use for reordering current prescriptions. Unfortunately, I also receive regular reminders (every few days) that I have “0” days supply left for a particular medicine that I have plenty of supply left and have also reordered numerous times. I called express scripts to get help on eliminating these reminders and they have no idea how their app works nor how to help me. They said they would work on the problem and now a month later I continue to receive these annoying reminders. (Just received one again this morning) If they develop an app they also need to secure the necessary knowledge base to help users when there is a problem. I’m beginning to think they don’t have that knowledge base. Beware if you set up any medicine reminders. You may begin getting many more than you’d like.

I’m extremely happy with the Express Scripts program. It’s nice to know that I don’t have to go to towns over to my drugstore to pick up a 30 day prescription. In really bad weather. It’s nice that it’s delivered directly to my door and in most cases it’s actually cheaper than the pharmacy I was using, I was using CVS and it is a better deal than Cvs gave me first many years I highly recommend using Express Scripts. They are extremely easy to work with to explain certain situations, and they actually work with you not against you like some of the pharmacies do. That is why I gave her five stars and by using Express Scripts, I’ve save myself a ton of money this year and next year with the cost of food and gasoline going up that helps a lot. 👍

My wife & I had to switch to Express Scripts because of a change in my wife’s insurance and we were worried about that because we were already happy with many of the features that the brick and mortar drug stores and pharmacies have built into their particular apps. We were concerned that we would lose that convenience. However we can’t be more happier with this app! Set up was easy, linking our HSA card to the app as well as being confident that it was a secure transaction was evident. And once set up, with a couple clicks, I have my prescription refilled and on its way. And the price? Wow — compared to what I was paying? For what I’m getting? The number of pills that I get with Express Scripts for the price is unbeatable! Thank you for such a good app and system for prescription drugs ordering and tracking!

When you have several medications to fill each month this service allows you to keep track. Efficiency is number one as well as their customer service. They take there time, research while your on the phone and want to be sure they answered all your questions. When you have illness the last thing you want to be doing is running back and forth to local pharmacy monthly to get your medications. These medications are mailed in 90 day supplies. The on line app is easy to use, easy to reorder and keep track of your refills and delivery’s. Do yourself a favor and use this wonderful service. Your life will become easier. The whole process is a great time management tool. Thank you Express Scripts for making my life and my illness more manageable.

I used to love express scripts. I went two weeks (x2) of full on titration due to them running out of a medication. I waited and waited… now I don’t order sensitive medication from them. I get those local because of that broken trust. The other medication on my list doesn’t update the red like that says (authorization needed) I click on the (…) next to that, send authorization to provider and it still shows in red as if I haven’t sent that authorization…. So that’s confusing. I understand that sometimes pharmacies run low in medication but who’s job is it to ensure there’s a threshold stock before a reorder / restock occurs. I think there you’ll find the solution. All the other medications I get from them are okay. I had such a time with the ladicane patches having the gel leaking out of every last batch for over a year. Got all over my hands placing the pad on my back. I’m thankful my animals weren’t affected and most importantly my toddler grandson. I think the supplier of that product no longer shows up in my inventory. But it’s a lowest bidder game. Anyway app could use a bit of work in the red letters that never change in my list once I authorize my automatic refill. Thanks for the service I do receive, I am thankful, just wanted to express my concerns.

Update: 5/1/24 I get a notification that I have refills to order but when iI try to order them I get an error stating unable to prescription in your cart try again. I could try ordering them a hundred times and get the same message. I’m forced to use this app and I can’t get my meds because it so screwed up. That overall rating shown can't be right with all the terrible reviews. For a major government contractor this needs to be audited. Scripts you should be ashamed to put out such a worthless app. What happened to the previous one it was much more user friendly. I have the same problems that are repeatedly stated throughout these reviews. It's frustrating and doesn't work half the time. I'm required to log in 15 times just to navigate in the app ridiculous. The auto refill is so botched up it's maddening. Either the app doesn't work or no body uses the info put in it. I have a back log of meds that I try changing to reflect the proper input to put off the refill but I continue to get the refill. I've tried correcting this over the phone with no results. It's ridiculous but frustrating when your forced to use it no choice. I hate this app and I hate scripts who could care less about your health and well being. They have some polite employees who attempt to help but I can tell they're road blocked by the poor management of the company so sad.

Express Scripts is absolute garbage, I only use them because I am forced to by my company health insurance plan. They make getting my medications impossible and expensive. Unless you have a flawless doctor that orders only exactly the medicine you need and tailor makes the perscription to express scripts, be prepared for an absolute nightmare any time you want medicine. My doctor once accidentally wrote me a prescription for 6 inhalers which were $100 each, which I didn’t find out about until AFTER my medicine had been packaged and mailed out—after which you CANNOT return anything—and of course many expired before I could use them. So I thought I would put a hold on my account to require them to call for approval for any prescription, but that has only increased my pain. I will call to fill a prescription, and then have to wait for them to call me back to approve that prescription before they can order it. And then of course randomly they don’t follow the process and I had to pay for 6 inhalers all over again. The phone technicians don’t know the names of any medicines or how their own computer system works, so I recommending calling a few times until you get one of the very few knowledgeable phone technicians. Ok rant over. The app is fine I guess but I still think everyone should avoid this company if you can.

I’ve been trying for over a year to get urgent prescriptions to both of us before we’re out. It’s an 8.5 hour drive to get a short term supply every month. Now for 4 months they don’t have the prescription in stock! I’ve called up to 20 times trying to straighten this out. No one told me anything when I called in to deal with the problems. My son has a brain tumor this is a medication he desperately needs and is not supposed to go off of without tapering slowly. He’s put into withdrawal every single time he needs a refill because express scripts will not even start processing his prescriptions until 2 days before he is due to have a refill. Which when you’re out of stock doesn’t give us enough time to get a different prescription. Even if they let me know they didn’t have it. When I call in to find out why it hasn’t processed then they tell me it unavailable and give me the name of the replacement which is out of stock to. This was 10 days ago on a prescription that was supposed to be filled the next day and shipped over night. This can put him in ICU and can cause death. I’ve been dealing with this for 14 month now and I’ve had my fill of the chaos it creates. I sincerely hope someone that can help us reads this. I’m begging for help. Please please help us before he ends up dying!

When I realized that my new prescription was not set up for automatic refill (my bad —I assumed that once I set it up that it would do that for all prescriptions that were submitted), I ordered a refill through the app and selected 2 Day Shipping since I knew the holidays would mess up the arrival day. I checked the confirmation email that I received and noticed that 1 Day Shipping had been confirmed. Since I didn't want to pay that much, I went back into the app and re-selected 2 Day Shipping. I didn’t bother checking the confirmation email because I mistakenly assumed the problem was fixed. Just out of curiosity to track my package, I opened the email the next day and noticed Free Ground Shipping had been confirmed (I should have checked the email the same day). Apparently selecting 2 Day Shipping will either set you up for 1 Day Shipping OR Free Ground Shipping—but not the actual 2 Day Shipping. The order was placed well within business hours Friday and the order did not get processed until Monday (day before Xmas). So after two days of going cold turkey off my new prescription I should finally get it in the mail tonight, a week later. When I went to contact ExpressScripts I was put on hold and told a wait time of 36mins. So I went online to contact through secure message and it told me all day that sorry, the service was temporarily down and to try again later.

This app is TRASH. It doesn’t give information when orders are RANDOMLY cancelled. It won’t allow certain maintenance meds on auto refill, but the list changes. The user doesn’t know until meds don’t show up. It puts any prescription ever written for a user all on one list; whether Express Scripts fills it, another pharmacy fills it, it’s out of refills or inactive-ALL ON THE SAME LIST TO SIFT AND DIG THROUGH to order. But wait, a user can “hide a prescription” to try to streamline the list but there is no way to pull the prescription back onto “the list” except call the company, which is why I use the app. I don’t WANT to call, sit on hold, jump through hoops, then be transferred to a pharmacist who doesn’t know anything about my health who will waste my time questioning my medication that the doctor I just saw discussed with me. There is no way to contact the company through the app-text, messaging, email, NOPE. There are almost no features that help. This app is a total waste of time unless a person has one Rx that is one on the magic auto refill list; nope,a user is not told which are eligible. Just guess and hope. They change so some that DO auto refill eventually won’t anymore-without any explanation. They just won’t show. Save your time. Go elsewhere if you can. This app and pharmacy are not convenient nor user friendly.

I have used this mainly because Obama did not know what he was doing or hated the military family. I was promised health care for life. It been far from it since him. I had no co pay or money to pay for insurance upon forced retirement after several surgeries on two primary areas. Almost 10 years after retirement I was paying for insurance and deductable. Your issues rely with policy change and so I am doing without until I can adapt. You have some that fixes it in minimum time. Others that blame me. You balked several time about generics that give side effects. My brother gets the best with his teacher's retirement The VA which does not fill unless VA doctor. Commonsense get a heart, dental, stroke, back, shoulder, and knee doctor two hours away where they have to send you two further. Prescriptions filled thousands of miles by mail never overnight, have to talk to AI several options and find out rules have changed Would you like to run out of a prescription or take one that gives you hives explosive discharges or extreme headaches, or joint separation causing to tear you glut max no. Fix this with congress. We have volunteer organizations doing what you will not

First , my main complaint isn’t with the app, but rather being forced to use express scripts or CVS at all. As for the app it won’t let you manage your prescriptions easily. You cannot remove prescriptions that are no longer active. They create a new version of a prescription when your doctor refills for a new year and sometimes cancel that renewal because you already have filled a past prescription and don’t need it yet. They cancelled a prescription refill because they didn’t have it in stock and suggested the doctor prescribe something different or find it at another pharmacy, which they didn’t notify me of. I found out by checking on the refill in the app. And then I could not take it to another pharmacy, because it was sent directly to them. Not to mention their shipping options are ridiculous. We have issues with mail theft. I asked at the beginning that ALL our prescriptions be sent UPS or FedEx. They send them DHL to USPS every single time. Requiring a trip to the main post office every time because our mail carrier does not deliver to the door…. Even if you schedule it online. The whole system is a thing me consuming mess!

The majority of the time things go well with Express Scripts, however if there is a bump in the road it can turn into a disaster. Several months ago due to my current doctor relocating to another state, I switched primary caregivers and and even after numerous calls to express scripts by both myself and my physician staff I had to wait weeks and weeks to get things straightened out. At first they did not recognize that my new doctor was a valid practitioner which he has been for many, many years and is highly respected. Secondly when I called I was typically transferred several times each time having to explain my situation from the start. One of the clerks I was speaking to had trouble understanding my situation due in part to having children in the background. This was not a complex situation I was trying to explain, but no one person wanted to take the time to listen and correct their system to recognize that I had simply change doctors and to fill the prescriptions that the new doctor had entered

I wish I could give them ZERO stars. I have to use a specialty pharmacy for one of my meds. Well the specialty pharmacy fills it every month and uses my Enbrel copay card to cover the deductible. Everything is fine until the invoice comes back to express scripts and their billing system rejects my copay card because “it’s not linked to a bank account” and bam I now have an $80 dollar bill. So I have to call them to have the charges reversed. But first I get transferred 3-4 times explaining myself over and over to each person and sitting on hold for sometimes up to 20 min at a time! Which in turn I end up spending about an hour on the phone EVERY TIME. Totally unacceptable. And I know next month I’ll have to do the same thing. So I finally get a supervisor on the phone after numerous outbursts because no one listens, they want to blame ME for not paying my bill. The supervisor tells me that the charges get denied because of the bank account thing but has no solution to the problem. At one point this caused such a delay in service that I went 16 days without my medication that’s taken once weekly. They actually denied me my medication because I refused to pay them any more money that’s ends up getting refunded, but why should I have to pay them when I have done my part in covering the charges and I don’t owe them anything. I’m so fed up and frustrated with this company that’s obviously run very poorly and unprofessional. I can’t be the only person with a copay card that’s having these issues. We have a great insurance plan but we are changing plans in January and paying higher premium to avoid having to use express scripts. This has been going on since Feb 2017. I WOULD NEVER RECOMMEND EXPRESS SCRIPTS TO ANYONE!

On app. Express scripts does not provide the entire prescription as it was written by physician. It does not note dosage ( how many milligrams/ how many tablets/capsules to take each administration of med.) It also does not note how many times per day to take it (QD, BID,TID). This makes it difficult to see if script was written correctly by your physician/ or if it was changed by your physician. This would allow better communication and decrease delays of meds. It also does not state why certain meds would be denied or if additional information is needed ( it would allow patients to see why items are denied or held up) if this information was provided then patients could assist our busy physician offices with what is needed. There seems to be an increase in denials or hold ups looking for additional information this year 2024 for some reason. This increases the amount of time used for our physicians and also Express scripts. I will be calling Express Scripts much more this year it seems. The app is supposed to decrease time or make prescriptions a smoother process and right now that isn’t working. Thank you.

27 AUG 2018 The Express Scripts app quoted me incorrect pricing on 23 AUG 2018. Before I visited the pharmacy on Friday, 24 AUG 2018 I telephoned Express Scripts just to verify the prices I looked up in the app were correct. I am glad I did because both medications were priced incorrectly on the app. The representative quoted both as about $3.00 higher. Persons reading my review be aware that the app is not displaying correct pricing. I would strongly discourage using the app. I will delete the app as soon as I finish this review. Also the Express Scripts Medicare 2018 Formulary has typographical errors. Persons reading this review do not trust the formulary either. I would like to say I am not indicating every entry in the formulary is wrong but you never know if your medication listed is incorrectly listed or not in the book at all. The same applies to checking medication prices...you never know if the price that displays on the Express Scripts app is accurate. In the future I will telephone Medicare for all my needs; as well as Express Scripts for all my Pharmacy needs. Keep in mind we are dealing with the United States government. Thank all of you who read my review.

This app has potential. It would be so nice if it automatically updated whenever I get a new prescription with the amount of pills in the new Rx. Right now I have to remember to update the app when I get a new Rx or the refill reminder will keep telling me I need a refill. Based on what a lot of other apps are able to do I don't think that's very complicated functionality to add. As I mentioned in the title, the interface is also very clunky. The whole menu bar on the left hand side is not intuitive and options are difficult to locate. On the whole it doesn't feel like a lot of time or effort has been spent on this app. The part that's the most frustrating, however, is that if I want to turn off a single reminder I can't get it to work. No matter how many times I updated, I keep getting all of the reminders that I previously set up. This includes for medications that I no longer take. As a result, I'm having to turn off all reminders. This was the main reason I installed the app in the first place.

There overall process is slow and when you have an issue it takes multiple calls, talking with multiple people just to get anything accomplished and that’s if you can get it accomplished at all. Once you finally talk to someone they say the issue has been handled yet I go back into the app multiple days later and nothing has changed or my order has been put on hold with no notification from Express Scripts that it has been put on hold when the clearly have my contact information. In my experience there people seem to not care if you get your medication on time or at all. Every time I have a prescription that needs to be filled I have to keep in contact with them sometimes calling 5 to 8 times over a week just to get the medication going. They always have an excuse and have times put the blame on me when all I do is call and try and find out what’s going on and why isn’t my medication being filled and just sitting there or has been put on hold. On the other hand I’ve had a few medications that went smoothly and from the start of processing until receiving my medication being just 3 days which I’m thankful for and how it should be. If this can happen in 3 days then why can’t the rest of my medication be processed, shipped and received in 3 days. This is no joke, when I need a medication filled 95% of the time I have to call multiple times just to get them to do their job. It has become a second job trying to handle my medication refills and in some cases I have run out of medication waiting on them when they have received the prescription from my doctor at least 3 weeks in advance! When I complain all they say is we can fill out a grievance and we all know that’s just them trying to appease you with nothing ever happening with no phone call or letter follow-ups! I only use Express Scripts because through them my medication is free and I’m not able to afford them through a retail pharmacy due I would use a retail pharmacy!

Express Scripts FAILED to get my list of medications with Authorization from BCBS Medicare Advantage, which has resulted in many, many confusing outcomes for medications needed. There seems to be very bad communication at Express Scripts in this area. I have never experienced a more difficult problem when simply trying to order “refills” for my meds. Also, the selection of having my meds on “automatic refill” just popped up the other week!?!? This is JUNE. Why couldn’t these selections be made in JANUARY!?!? So many issues could be avoided by a better “User Friendly” system!! I realize ES is huge in the industry. YET, some how-some way, communication in this area has failed. NOTE: I changed doctors back in February of this year, yet STILL WITH THE SAME DOCTOR’S GROUP. I don’t remember if that had anything to do with some issues, but I had nowhere to NOTE this change for someone (a REAL PERSON) to review and make adjustments to my file if needed. Thank you, Bob D. Jones

It is never clear when to re-order prescription refills, information on old prescriptions is never removed so there are multiple entries for the same medication that are extremely confusing, and on and on. When you are out of refills, Express Scripps says they will notify the doctor for a new prescription upon your request, and they do, and the doctors office will issue the refill and then Express Scripts will make an entry on the website that the doctor refused refill for the medication and it is canceled—and they never notify you of that fact, so your prescriptions often run out. That also creates a horrible burden on your doctors office as they have to field calls from you multiple times To re-issue the same prescription to Express Scripts. If you call and wait through the interminable menus and delays, the staff is very helpful, but it is a pain in the neck and a terrible time sink to have to keep calling to try to get things cleared up. We are slowly shifting all of our prescriptions to a local pharmacy for refills.

Prescriptions have been in a “processing” state for over a week. I can’t get any further feedback on the status. The outgoing helpline that they list is completely useless, a menuing system with no talk-to-a-human options. I realize that’s not the app, but if the app were helpful, it would have a way for me to solve these things. For example, for an in-progress prescription, the app told me that I cannot make changes to the delivery method, as in, pick a faster one. It recommended I called the helpline. The helpline had absolutely no option for fixing this. I realize that in an ocean of over 400,000 positive reviews, this one probably won’t matter. But I hate this app. Also, who is doing the configuration testing? If a customer is using a slightly larger than average font size, or a slightly large larger than average screen size on their phone, buttons and manual items do not adjust accordingly. This is sloppy user interface implementation. There’s a reason no software company should ever get rid of their quality assurance department.

Two months ago I had about a weeks worth of 2 different medications. I selected refill on Express Scripts. I checked my order a few days later and it said the shipment had been turned over to UPS. But there was no tracking number assigned. I waited a couple more days and called Express Scripts, as a matter of fact I did this several times. I ended up having to wait 30 days before they would ship my medication. Each time I called I had to wait on them to call a Pharmacist. They said it was because of my Insurance and they couldn’t ship again before 30 days. Then I ended up waiting on the medication 7 more days after they sent them out again. If a medication is turned over to UPS, but never gets a tracking number assigned, there is a problem!! And I don’t think it’s mine, but I had to suffer for it. The lady I spoke to after the 30 days were up was a real sweetheart and went out of her way to help, but the other people I spoke with acted like they could have cared less.

While it gets the job done, this app is overall is just not a good user experience. Some thoughts about the current experience. The usability was better in the past, when performing a manual refill order allowed you to submit the prescriptions needing refill in a batch. An update changed that process to require each refill order to be completed individually, making the ordering process much more onerous. That was a major step backwards for those dealing with multiple prescriptions. It’s not helpful to display obsolete prescriptions with the active ones. Too often there are multiple active versions of a given prescription due to something like a dosage change. This reduces clarity about the active medication list. Obsolete or superseded prescriptions should be relegated to their own view. At a minimum, at least indicate the old prescription has been superseded. Doing this activity manually using the hide feature is not a good user experience. Once a refill has been ordered, show that state on the prescriptions list screen (as done for available refills) for easy situational awareness of the order entry, rather than requiring the user to bring up the status information for a medication or switch to the orders screen. Don’t show pharmacy prescriptions in the same view as the prescriptions managed by Express Scripts. There are reasons why a prescription is handled at a pharmacy, such as being a one time item. Not having them on the maintenance prescription list would reduce clutter.

Checking the status of your order should be a piece of cake, but how many times have I gotten the spinning disk of death, and a few MINUTES later that the system is down. Why didn’t you tell me that first before wasting my time. Oh, and if you want to contact them, there’s no number to call (why have the opportunity to chat about life saving medications with a human?) you are directed to fill out a form (not in the app mind you, in your browser), where, even though you were logged in, makes you fill out all your information again (forget the form being able to see most of your information in you “pre fill form” feature in your browser), you hit submit to get the message that yes, your message was unsuccessful because their was a technical problem. The frustrating and maddening thing, among many, is I reported this exact same error a year ago. I guess there’s no way to improve things so that angry reviews like this aren’t posted! Boo.

TL;DR: STAY AWAY. This could be one of the most laughably incompetent services I have ever used. I almost never write reviews but since this has to do with people’s health, I really wanted to. In an effort to give the company as much of a chance as possible, I’ve been working with them for a little over a year. In the 14 months that I’ve been using them, 7 prescriptions were bungled so badly that I needed to cancel the prescription and have it sourced locally. There were 4 others that, despite frequent calls to their customer service who say that the medication has been processed and shipped (spoiler alert, that was not true), took nearly a month to arrive after the prescription went in. This was after me having to pay ~$20 for expedited shipping and it still didn’t come in a reasonable timeframe. None of those expedited shipping charges were ever refunded either. And living in Boston, it’s not like I’m in some remote Alaskan island awaiting the one boat that comes in and out once a day. So 11 out of the 14 months resulted in disruptions of my medication. And over the course of those 14 prescriptions, there hasn’t been a single one that I haven’t had to call the service line to sort something out. I’d say, on average, a single prescription usually results in about 2-3 calls to the service line. Not worth your time. You’d get your medication faster if you walked across the country to their headquarters/pharmacy and picked it up there.

Express Scripts denied my wife’s prescription that she has been taking for over a year via our old prescription coverage provider. Her new job forced us to use Express Scripts. The first refill was denied pending pre authorization from our doctor. Doc filled out the new prescription and sent it back to the pharmacy only to be denied a second time. Pharmacist now claim Express Scripts did not approve the pre authorization because of some drug categories. Basically, they want my wife to use the generic version of the medicine first. Guess what? There is no generic version for that medication and Express Scripts still denied it. Basically, they don’t care if you die from lack of medication even if your doctor tells them that you desperately need it. What an evil company. Now we’re at a loss. She’s working out of state and has to work with our doctor via the phone or FaceTime to try different medications that may or may not work. Meanwhile, her health is suffering all because of this evil company Express Scripts.

You’ve really made an app which was easy to use to one which is almost impossible to use! The list format was much easier to navigate. Please change back. Now there are so many duplicate listings of the same meds and some meds are not being shown at all. Please correct since providing accurate medicine information to doctors is essential to maintaining good health. Your recent changes make this extremely more difficult! The medicine chest is missing. The portion of the app which showed how many remaining pills should be in a current prescription is also missing. These were the MOST USER FRIENDLY aspects of the previous version and now they are no longer available! Pure stupidity and uncaring attitudes for your customers is demonstrated by these recent changes. Reply from Express Scripts If you still need prescription assistance please private message your member id, phone number and date of birth. Thanks. -Stephanie That’s not going to help. I handle my parent’s meds and a once useful app has been reduced to uselessness with these changes. Previously, I could just hand my phone to the doctor and nurse and all meds were neatly arranged. Now its nothing but an unorganized mess. Useless to me, doctors and nurses. I cannot contact you while at the doctor’s office to get the information needed while we are there. That was why the previous version of the app was so useful. Now, it has no user friendly navigation and this latest version is an insult to your end users.

Twice in a week I’ve had doctors send in a prescription to Express Scripts and Express Scripts keeps indicating they need further approval from the doctor…as in from the doctor who prescribed the medicine in the first place. Almost every time I have to get a prescription through Express Scripts something like this happens. For one reason or another, it’s never a seamless process where the doc sends it, they fill it and ship it. It always involves me seeing a prescription never got sent out, and it’s still pending for some reason. Me spending 2 hours of my day on the phone back and forth with them. Of course customer service “can’t make outbound calls” to contact the doctor and resolve it. I always call my doctor who’s like “I sent it to them, I’ll try again.” If you can avoid this company and go local, I recommend it.

I attempted to use this app on my iPhoneX. Very primitive, clunky and time wasteful app. This app does not have a camera scanner to submit an active Rx which you had filled from another provider but need to transfer or have long term refills on. Refills needed after having surgery or changing insurances, for instance. There is no place to manually input the data for any Rx to look up through linked insurance company and submit for review either, which is absolutely mind-blowing when you realize that it's actually the purposeful design of the app and not your missing something. Incredible. Every single move you make to another screen/link/area within the app requires full logins. Wow. Yeah. Over and over and over and OVER. So annoying beyond words. Because of the clunkiness of this app and numerous screen opens for every new area you go which requires full logins it just freezes after a short time after first login, with screens telling you to call them directly at an 800 number. So, it was utterly useless to me and I was forced to call and wait on hold forever before talking to a person to do in 5 minutes what the app is SUPPOSED to do in less than 5 minutes, but ended up taking over two hours of my life; start to finish, including this "review". So thanks for nothing. Unless you have nothing but basic refills of Rxs which are already in the Express Scripts systems, app is useless because you have to call them directly for everything and plan on the time out of your day to do it.

I have used Express Scripts for years. They use the absolute cheapest drugs available. They charge the highest price available if they offer better quality. I have had drugs sit in single digit temperatures for more than twenty four hours because I didn’t know they were delivered and weather was bad. So I stopped using the service for a long time. The app continues to show you prescriptions that are outdated, from old providers, or ones that were temporarily used. You have to hunt to sort them out. Even if you hide them, they will eventually start showing up. I can’t imagine how older people, or people who aren’t good with apps, don’t order the wrong medicine. I bet people have had medical problems because of that. In short, what has the potential to be really a good service, is terrible because all it’s seeking to achieve is COST CUTTING. I’m not against cost saving and efficiency, but when you make it the first priority, you get substandard products and services.

Overall the app worked great from signon to selection of Rx that needed to be refilled. Easy to navigate between patients and prescriptions. All goes well if you need the item shipped to your permanent address. Due to a flexing work situation I had to except and work in a different state, obviously with a different address. The app does have the option for a temporary address which seems fine, until you have to enter in a temporary start and end date for the address. I found these two fields were not editable and I was unable to add a date and therefore got a invalid date error. Was a bit frustrating to try to enter something in these fields but it just wouldn’t work with my iPhone. Ended up having to change the permit address which was not my preference but I did get the job done. Please take a look at addressing the date field from an iPhone.

About 25 years ago my endrocologist prescribed testosterone. The last few years I have been using pump gel with good results. On 3 occasions I ordered my prescription from Espress Scripts supposedly a three month supply. Each occasion I received only one month supply and was charged for a 90 day supply. Having done this twice I used a local pharmacy paying only slightly more and receiving a 90 day supply. Having being prompted by your website I called your pharmacy I was again assured that I would receive a 90 day supply. I again ordered this prescription and again received only one month supply but was charge for a 90 day supply. Calling your pharmacy again I was finally told that you cannot send me a 90 day supply due to some regulation. Since trying to use your service I have lost 6 months of medication. I have been deceived 3 times over several years by not being told you cannot ship a 90 day supply. Wondering if you have charged my doughnut hole the full 90 day price for each occasion.. My also uses your service and was sent a prescription after cancelling it on the website. After many phone calls this issue was resolved and was told to call and cancel and not trust the website. Have used Express Scripts for many years but am considering looking elsewhere this coming year.

While trying to transfer all of my perscriptions from a store front to Express Thrifts has been co fusing if not frustrating at times. I take quite a lot of medications that I had on a schedule to be filled on the same day at the store front so I figured it would or should have been an easy transition, instead it has been extremely frustrating. I first came here to request the medications which at least 4 of my medications weren’t listed here. Next they said they reached out to my Doctor for new prescription however my Doctor said they never received which caused all of my medication request cancelled with no way to request again I had to all my Doctors office for them to do a new prescription x 5 different medications. I’m still in the process of getting (trying)my scripts filled by Express. Will update once I’m able to have all of my scripts filled on the same date.