Additional Coverage:
- 10 Reasons Walgreens Is Largely Regarded as the Worst Drugstore Ever (financebuzz.com)
Walgreens: What’s Going Wrong at America’s Beloved Drugstore?
Once a trusted name in pharmacies, Walgreens has been facing increasing criticism from customers and employees alike. While the chain still boasts convenient locations, a growing number of complaints overshadow its positive attributes. From prescription delays to locked-up merchandise and alleged illegal drug dispensing, Walgreens seems to be struggling to maintain its reputation.
One of the most common complaints revolves around long wait times for prescriptions. Customers report delays ranging from hours to days, often attributed to understaffing and supply issues. Such delays are inconvenient for anyone, but they can be particularly distressing for those managing chronic conditions or acute illnesses.
Another issue plaguing Walgreens is the excessive use of security measures. While retail theft is a legitimate concern, customers express frustration over having to track down employees to unlock everyday items like shampoo and toothpaste. This practice has driven many shoppers to seek alternatives like Target or online retailers.
More seriously, Walgreens has faced legal consequences for its alleged role in the opioid epidemic. The company agreed to a substantial settlement after accusations of illegally dispensing millions of invalid opioid prescriptions and other controlled substances. This raises serious questions about the company’s prioritization of profit over patient well-being.
Customer service also appears to be lacking. Reviews frequently cite rude employees, unhelpful staff, and difficulty resolving basic issues.
Employees themselves point to poor training and dismissive management as contributing factors. This creates an environment where positive customer interactions are increasingly rare.
Further adding to customer frustration are aggressive sales tactics at checkout. Many report being bombarded with requests for credit card applications, donations, and rewards program sign-ups, creating an unpleasant and time-consuming experience.
Understaffing appears to be a systemic problem at Walgreens. Employees describe being overworked and stretched thin, often juggling multiple responsibilities simultaneously. This not only impacts customer service but also creates a stressful work environment, leading to high turnover rates.
Inconsistent store hours and sudden closures have also become a concern. Customers report arriving at their local Walgreens only to find the doors locked, often due to staffing shortages. This can be particularly problematic for those relying on late-night prescription pickups or 24-hour service.
Even the drive-thru has become a source of frustration, with some customers reporting wait times of several hours. This issue is exacerbated by customers placing large orders for non-pharmaceutical items, further delaying those seeking prescription medications.
Technical glitches with the Walgreens website and mobile app add another layer of complexity. Customers complain of refills failing to update, erroneous charges, and disappearing prescriptions and reward points. These issues often necessitate a trip to the physical store, negating the convenience of online services.
Walgreens has acknowledged some of these challenges and is taking steps to address them. The PharmStart program, launched in 2025, aims to support pharmacy technicians in pursuing PharmD degrees, potentially alleviating staffing shortages and enhancing expertise. The company has also pledged to improve customer experience by reducing wait times and automating tasks.
While these initiatives offer a glimmer of hope, it remains to be seen whether they will effectively address the widespread concerns. The future of Walgreens hinges on its ability to prioritize customer satisfaction and employee well-being while navigating financial pressures.
Read More About This Story:
- 10 Reasons Walgreens Is Largely Regarded as the Worst Drugstore Ever (financebuzz.com)