Walgreens Faces Major Complaints From Shoppers

Additional Coverage:

10 Reasons Walgreens Might Be the Worst Drugstore Ever (financebuzz.com)

Is Walgreens Losing Its Way? Customers Voice Growing Concerns

Once a cornerstone of American neighborhoods, Walgreens, founded in 1901, has built a century-long legacy of trust and convenience. However, recent trends suggest the drugstore giant is facing a rising tide of customer dissatisfaction. Even long-time patrons, once drawn by savings on everyday essentials, are reportedly seeking alternatives due to what they describe as declining service and increasing frustrations.

While Walgreens still boasts numerous convenient locations and a base of contented customers, a growing chorus of complaints now often overshadows the praise. While no pharmacy is immune to occasional issues, the consistent reports of unreliability in fundamental services, such as prescription fulfillment and store hours, are testing customer loyalty.

Here’s a closer look at some of the key factors contributing to the erosion of customer trust in Walgreens:

1. Persistent Prescription Delays

The process of filling a prescription at Walgreens has become a significant source of frustration for many. Customers frequently report extended wait times, sometimes lasting hours or even days.

These delays are often attributed to understaffing or supply shortages. For individuals who are unwell, in pain, or managing chronic conditions, such postponements are more than just inconvenient-they can be detrimental.

2. Locked-Up Everyday Essentials

In an effort to combat retail theft, Walgreens has increasingly resorted to locking up a wide array of common merchandise, including items like shampoo, laundry detergent, and even toothpaste. While addressing theft is a legitimate concern, customers often describe the experience as akin to shopping in a secured facility. The added burden of seeking out staff to unlock products frequently leads to abandoned carts and customers opting for competitors or online retailers.

3. Allegations of Illegal Drug Prescriptions

A serious blow to public trust came with allegations that Walgreens contributed to the opioid epidemic. The company agreed to a $350 million settlement for allegedly illegally dispensing millions of invalid opioid prescriptions and other drugs.

Reports suggest Walgreens disregarded internal “red flags” and overbilled government programs, leading to federal scrutiny and legal repercussions. For a pharmacy, prioritizing profit over public health is a grave concern.

4. Declining Customer Service Standards

Frequent complaints about the quality of customer service at Walgreens are common. Shoppers often cite experiences with unhelpful or rude employees, and difficulties in resolving even basic issues.

Internally, employees have reportedly voiced concerns about inadequate training and dismissive management attitudes. The combination of undertrained staff and low morale often translates to inconsistent service, which can be particularly challenging for customers who are already feeling unwell or stressed.

5. Aggressive Checkout Sales Tactics

Multiple customers have reported feeling pressured by cashiers to apply for credit cards, contribute to donation drives, or enroll in rewards programs. One customer recounted experiencing seven such solicitations during a single transaction, causing delays and irritation for those in line.

6. Understaffing and Overburdened Employees

Many Walgreens stores appear to be operating with minimal staff, often leaving a single cashier to manage the register, address customer inquiries, and restock shelves. This overextension of employees contributes to long lines and a visibly strained work environment.

Reports from pharmacists detail working eight-hour shifts with little to no break time. This high-pressure environment is contributing to a cycle of burnout and high employee turnover.

7. Unreliable Hours and Store Closures

Customers have reported arriving at their local Walgreens only to find the doors unexpectedly locked, often due to staffing shortages leading to early closures. For those relying on 24-hour service or late-night prescription pickups, these unpredictable changes can pose significant health risks. Furthermore, Walgreens announced plans last year to close approximately 1,200 stores nationwide, leaving some communities with reduced access to pharmacy services.

8. Drive-Thru Frustrations

The drive-thru at some Walgreens locations has become a source of considerable frustration, with customers reporting wait times extending to several hours. Some describe long periods of silence with no updates, while others note that the drive-thru is being used for large orders beyond simple prescription pickups, further exacerbating delays.

9. Persistent Technical Glitches

Complaints regarding Walgreens’ website and mobile app are widespread. Users have reported issues such as failed prescription refills, duplicate charges to bank accounts, prescriptions disappearing from their profiles, and unexplained vanishing reward points. Many customers ultimately find themselves needing to visit the store in person, undermining the intended convenience of digital services, a particular challenge for older adults or those managing multiple prescriptions.

10. Staff Overwork and Cost-Cutting Measures

Employees consistently report being overworked and undertrained, with pharmacy workflows often prioritizing speed over safety. Following a $1 billion cost-cutting initiative in 2023, stores are increasingly reliant on minimal staffing. This creates a challenging environment ripe for burnout, potential errors, and a negative customer experience.

Walgreens is not alone in facing customer complaints within the pharmacy sector, but it appears to be currently experiencing significant scrutiny. A combination of corporate cost-cutting, technical issues, and low staff morale seems to have relegated the customer experience to an afterthought.

Looking Ahead

Despite these challenges, Walgreens is actively seeking to address these issues. In April 2025, the company launched its PharmStart program, designed to help pharmacy technicians pursue PharmD (Doctor of Pharmacy) degrees, signaling a commitment to bolstering staffing and expertise. Walgreens has also pledged to enhance the customer experience by reducing wait times and automating certain tasks.

It remains to be seen if these initiatives will effectively resolve the current problems, but they do indicate an effort on the part of the company, even amidst current financial pressures. Should these efforts prove successful, Walgreens could achieve a turnaround that both its customers and investors are eagerly anticipating.