Complaint / review text:
I would love to blame the customer service reps for being completely jaded, uncaring and rude, but I get the feeling that the company does not give them the tools to help anyone. After 8 hours of telling customers that can't do anything to help them, I would probably be jaded also. First they did nothing to contact my doctor to renew my scripts like they said they would. A week went by, on September 22 2105 I called my doctor and he called them. He told me they never contacted him. OptumRX processed the order that day. Then I got email saying that the order was delayed. No reason why, it is just delayed. So I decide to be patient.
They finally shipped the order October 5th. USPS tracking number had an estimated delivery date or October 8th. Today is the October 10th and the tracking number has not updated. Still sitting Kansas City, I am in Florida. Okay, that is the fault of USPS. But I called OptumRX tonight and the operator tried to tell me it was delivered on the 8th. I said "no if you look it has not moved since the 5th, the 8th was an estimate". I had to instruct a customer service rep who works for an online retailer on how to read a tracking number.
Terrible. I also work for an online retailer and when USPS loses a package, we suck it up and replace it, and file a claim with USPS. I suppose that is way too hard for OptumRX because this rep had no other suggestions other than call USPS and just wait. Just wait for your blood pressure meds maybe you won't have a stroke in the meantime. I asked why the order was delayed in the first place. I was told they had to process an address change. It took them two weeks to process an address that I requested online. I am convinced they have one employee working the website. I am certainly going to opt out of this program and go back to my local pharmacy, it is more money, but to circumvent dealing with this terrible company is worth any price.