Kohll's Rx — Local services in Omaha

UNBELIEVABLE rude customer service skills which I would describe best as nonexistent at the 127th & Q location. On 7/16/2021 I had to buy a couple of compression sleeves for my arm due to lymphedema. They were prescribed by my oncologist. They weren’t ready when I went to pick them up at the 127th & Q location in the afternoon even though my oncologist had sent the prescription in the morning. According to Bernadette (the person who was there) they needed a copy of my credit card because they didn’t know if insurance would cover them and if insurance would end up covering them, I would get a refund ($160.00…I know those are not cheap however I medically need them). A few days later I found out that my credit card was charged. I called Kohll’s on 8/2 and talked to Ally and according to her, the notes from Bernadette for that order were that she was waiting for a Blue Cross Blue Shield rep to call her back about coverage. Ally also said she was going to email Bernadette and have her call me back. As of today, 8/18/2021, I am still waiting for Bernadette’s call. On 8/2 I called BCBS, my phone call went through, and talked to a CS rep who didn’t find a claim from Kohll’s in their system. Note that 17 days had passed since I went to pick them up. I called again on 8/4/21 since I didn’t receive a phone call from Bernadette and talked to Julie. She was no help either. I called again on 8/5/21 and talked to Rene. Wow! This Rene person was sooooo rude, it almost looks like she either trained Bernadette on Customer Service skills (lack of) or the other way around. She didn’t let me finish sentences. She pretended I had memorized BCBS of IL phone number when she read it back to double check it. I gave her the phone number from the back of my insurance card (I believe a copy was made when I went to pick the compression sleeves up). Rene said she was going to pass the phone number to Kohll’s biller so this person could contact my insurance about the code. I even offered to call the insurance myself however Rene refused to provide me the code. I brought up how rude she was during the phone call and she didn’t even apologize. She didn’t care. I decided to wait a few days, and yesterday 8/17/21 I contacted my nurse navigator who is now helping me with this. She was told that Kohll’s had filled a claim on 7/26/21. I called BCBS to verify they had received the claim and found out (no surprise here really) no claim has been received from Kohll’s. The very kind CS rep at BCBS had to call Kohll’s while I was on hold, and this time he talked to Dory (billing) who told him she had MAILED OUT the claim on 8/5/21. Kohll’s is a company which provides a service where probably a high percentage of their customers have some medical need or incapacity (this place has wheelchairs, walking canes, walkers, compression gear, nebulizers, etc.). I don’t think people goes there just for fun. This makes me think twice if it comes that I need to visit this location...

The staff at the medical equipment department (at least the ones I’ve had to interact with) are absolutely the rudest, snottiest, and willingly unhelpful individuals I have EVER interacted with in any capacity, which is shocking considering their job is to offer care and guidance to individuals with health issues. Bernadette and Allie specifically. Due to their condescending and self-righteous dispostitions, I have had to call my fathers doctor and get them involved in this mess multiple times over the last 2-3 months as I attempted to get a walker that my dad desperately needs. Upon calling his doctor the first of many times, it came as no surprise to them to hear that Kohll's staff was both rude and almost deliberately unhelpful. They have strung me along for months in trying to get his walker, despite my fathers doctor sending the necessary documentation multiple times. In the latest run around, Bernadette insisted, in the most condescending tone I’ve ever heard, that “the doctor’s office didn’t follow instructions” and that they hadn’t sent over the required documentation. Well, I had the doctors office contact them and Allie again said they didn’t receive it. The nurse had her look again and it turned out they had it all along, that it was sitting on their fax machine for an entire week. Allie then tried to blame the doctors office again by saying they left off 3 key statements. Turns out that was also untrue! The statements were right there on the doctors order the entire time. The entire doctors office shared in my disbelief that they could be so careless. So, my disabled father has been waiting for literally no reason other than this teams inability to 1. Check their fax machine, which is a tool they use daily to facilitate the release of medical equipment and 2. Read the documents sent to them, which they require in order to get medical equipment and should be familiar with. The sheer ineptitude would be astounding on its own, but when you couple it with their horrible treatment of customers, it’s inexcusable. How these people maintain a job without actually doing any of the job requirements is beyond me. It's apparently an open secret in the local health care community that Kohll's is the absolute WORST place you could go for medical equipment. While this entire ordeal has been disheartening, frustrating, and stressful (especially on my father who has started to feel like he is somehow a burden - that him needing this walker is the problem). I'm glad I have learned this lesson now and not further down the road when my parents' health and wellbeing is dependent on care. I wish I could give 0 stars (a sentiment I’d imagine is shared by many), I did eventually (after 3 months) get the walker, so there bare minimum was...

The lady pharmacist Chloe is always rude to my caregiver always so nasty and rude every time it's their mistake. When it's her turn to be on call and my Dr prescribes a medicine that I need to take that day and it's after hours she gets really mad and nasty and says she has to go in and put the medicine together and it will be hours because she doesn't want to do it. Then when she says that she makes it seem she wants me to just wait to bring it to me as if she wants me to wait or that she is not in the mood to do it. I think if she does not want to do her job she shouldn't work at Kholls. She had even lied about her name a few times and I know it's her. I may need to find somewhere that others are not so rude to people. I am part of a huge company that uses Kholls pharmacy and I am not the only one having a problem with her. The guy pharmacist always apologizes on her behalf on how we are so rudely treated every time. They will deliver my meds late or wrong and it's our fault. Last month my meds did not come until late afternoon and I didn't have my morning meds because of them and they still made it seem it was my fault. It is a on going thing the lady Chloe today was so nasty and hung up on my caregiver and did not let her finish talking about what they did to me. They delivered my meds today with the wrong dose and now bringing the right one tomorrow when my doctor sent in the prescription last Wednesday. You would think they would fill it correctly before delivering it to me and now bringing another one tomorrow. I am tired of this pharmacy treating us wrong and lying that they told us one thing and my doctor himself still did not receive any phone calls about prescriptions they did not ever give me or they say insurance did not cover. I was never told why either. My compressions prescriptions were never given to me either. My caregiver had to take Me To a different Kholls pharmacy to get my compression hose after two years and I got them within a week right away. I suggest no one use this pharmacy until they get the customer service skills together or treat their customers with respect. Ii am going to find out how to get out of this pharmacy especially if I continue being treated...