Walgreens — Local services in Rockwall

I came to pick up my teenage daughter’s medication refills—medications that are vital to her well-being due to her severe depression and anxiety. (Recent suicide attempts)

These prescriptions were supposed to be ready the previous week, and any gap in her treatment can result in serious emotional and physical side effects, which she unfortunately began to experience after going without them for several days.

When I initially checked on the status, I was told her prescriptions had a $0 copay, as they always have. The following day, however, I was informed that one of the medications would now cost over $100. We recently switched insurance, and although my daughter was able to provide the new information, we were told her prescribing doctor was not covered under her new insurance. (Which it should be, I was told it was 0, and her doctor told me it was going to be zero as well as I inquired about my concern previously) I then inquired about discount options so I asked about GoodRx, Shonda told me to look it up myself—something your staff has always assisted with in the past.

There were cars behind us in the drive-thru, and my daughter—already distressed from being off her medication—began to have a panic attack and was nearly in tears. I don’t think she noticed, but she remained rude and dismissive throughout the interaction. Making me feel as if I was interrupting her and a bother for needing help. She failed to clearly communicate about all three prescriptions, only mentioning one. When I clarified that we specifically needed the anxiety medication, she told me the cost was $9 and offered no further support or explanation—knowing I had already expressed concern about costs and confusion with insurance. While I of course paid it so my daughter could get what she needed, it added unnecessary stress to an already overwhelming day. Had I known this earlier, it would’ve saved time, confusion, and emotional distress.

As a single mother raising three children with zero family support, every dollar matters. Situations like this aren’t just frustrating—they’re disheartening. The entire interaction lacked empathy, clarity, and professionalism, which is especially concerning in a healthcare setting that serves vulnerable patients.

I sincerely hope this is addressed internally, and I kindly request a follow-up to understand how similar situations will be handled differently moving forward. No parent should have to struggle through this just to ensure their child receives the treatment...

On Saturday, May 8, I made an online purchase of some photos at the Walgreens store at 2911 RIDGE RD Rockwall Texas and made the online payment with my Capital One credit card for $ 18.35 I received a message in my mail that my order was ready # (17131701320213) so I made the payment online and when they sent me the payment details they sent me a different order number (204064307692). When I got to the store I showed the cashier the order number (204064307692) and she said that payment was not registered and that the photos had to be paid for again and I needed them urgently so I paid again $ 18.35 Now I write because I need Walgreens refund the money to my credit card, from the payment I made online because they charged me twice for the photos and also the lady who delivered the photos was rude and not very courteous. Today I received another email that said “Hurry and pick up your order, (204064307692) Adriana. You have 24 hours left to pickup your order, or we’ll have to cancel it ”As I wrote previously, I already picked up the photos with the order number (17131701320213) and I already paid for them again last Saturday, May 8th. THAT IS, I MADE A PAYMENT ONLINE WITH ORDER NUMBER (204064307692) AND THEN WHEN I WENT TO PICK UP THE PHOTOS I HAD TO PAY THEM AGAIN WITH ANOTHER ORDER NUMBER (17131701320213) THIS MEANS THAT I PAYED THEM TWO TIMES. Also on May 11 I received another email from Walgreens saying "Thank you for picking up your photos" of the order (204064307692) This is an act of bad faith because it is not true that I went to collect photos on May 11 because the photos I ALREADY PICKED THEM UP AT ROCKWALL WALGREENS ON MAY 8TH AND PAID AGAIN at the Walgreens store with order # (17131701320213), receipt number # 05827 dated 08/05/2021 Time: 6:39 PM BAR CODE: RFN # 0582-7714-2146-2105-0803. Again, I kindly request to return the money that is being taken from me back to my credit card. $ 18.35 is a negligible value but when Walgreens takes money from us in such an abusive and malicious way, that is a crime and I will make it known on all social networks. Additionally, I must express myself for the rude and unpleasant way in which I was treated by the employees. Situation that happened in the presence of the other customers who were in the store. I look forward to a prompt solution to this embarrassing situation. That as I said before, I will make it public as you did with me in the presence of the people who were on May 8, 2021...

The pharmacy at the Ridge Road, Rockwall Texas location is a joke. This evening I waited in line at the drive thru for 40 mins. One lane , 2 cars ahead of me and 5 behind. I was trapped!! First car took longer than a regular pickup should. But the 2nd car in line....they would not leave their position when dropping off and chose to wait for their rx. When it was finally my turn 30 minutes later, needless to say the customer service person running the cash register got an earful. She had no apology - only that there is nothing they can do. Walgreens Pharmacy on Ridge Road in Rockwall has the worst service window I have EVER encountered. For a prime WALGREENS in such a busy location, the Management should INSIST on 2 operating drive thru lanes during peak times— One for drop off and one for pick up only. This establishment is already set up for 2. Then there is the override situation - you have to wait for head pharmacist to override each and every transaction. It is 2018....there has to be a more efficient way to complete these requests. I have been a long standing customer of Walgreens but there are 3 other options within this intersection for me to choose. This was not the first time this has happened but it certainly will be my last....