Fitzgerald Pharmacy — Local services in Whitefish Bay

I will be reviewing the pharmacy exclusively.

I called once I was almost out of my prescription to schedule a refill. The representative told me he could fill it after a certain date (insurance issue) and they’d let me know when it is ready. I received a text stating my medication was ready a few days later. When I clicked the link it said “don’t forget about your refill” at the very top of the screen. I went to pick up the medication the same day. When I get there the representative states the medication is actually out of stock but it would be ready promptly tomorrow (Monday). He told me I could pick it up anytime after they’d opened and it would be ready. Monday comes and goes. I don’t receive a text or any communication regarding delays. It is now Tuesday and I still have no information on the medication. I completely understand delays. If something is out of stock it is out of stock. However, it is the blatant lying that is ticking me off. Why did I receive multiple texts stating my medication was ready when that’s not even possible because the pharmacy is out of stock? Why did this representative look me squarely in the eyes and tell me a lie?

All of this after a pharmacist told me I needed to switch all other medications I take over to Fitzgerald’s because they’ll only fill the med in question if I have multiple prescriptions with them. Immediately when he said this I thought his comment violated monopoly laws. “We only keep this stocked [med in question] for regular customers” was his exact words. Essentially, all your other medications must be filled by us if you want to keep getting this one med.

Their portal says I have received my 1st refill however it’s been two days without...

My optometrist sent me to Fitzgeralds for a prescription. They are 1/2 a block from our home but this was my first time setting foot in the place. My optometrist had called it in around 1pm, and after work I stopped in at 6pm. My first impression was: wow, can a place be lit any more brightly? Next was, it’s really pretty quiet with about 5 people in the whole place. I gave my name to the pharmacist—no record of me. I told him the name of the medication—no record. He then got on the phone for a while. My Dr. had left the RX on their prescription voicemail line. He said they hadn’t been checking those regularly?! He fumbled around for another 10 minutes getting me entered in to their system, and looking repeatedly on the shelves for my medicine. Eventually he said they don’t have it in stock, but would have it by noon the next day. I called at 3pm the next day to confirm they had it. Again no idea who I was or what my prescription was…I called my Dr. and said they need to stop referring this place to their patients. They called Fitzgerald’s again and finally got things straightened out even though I was given a generic version of the medicine rather than the brand name my Dr. wanted me to use. I’m one and done...

I visited for a walk-in vaccine and to safely dispose of medicines. Pharmacy service seemed overworked and it showed up as impatience and lack of clarity in answering questions. I ended up skipping the vaccine because it was not clear whether or what specific vaccine was available, and it seemed that they were not interested in administering it at that busy hour anyway. Telling me I can dispose of my meds ‘in the garbage or however I want’ instead of offering a constructive solution is simply wrong and counter to what the pharmacy could actually offer. I ended up buying a sharps container and disposing of the meds more appropriately. I suggest having a pharmacist or someone with pharmacy competency available to directly address medication- and vaccine-specific questions (so that the staff at the cash register is not running back and forth like a messenger) and maybe some additional communications training to realize that pharmacy customers are patients, part of the health care system, and will have all kinds of questions that should be addressed with clarity and patience, not just transactionally. I know Hayat-owned pharmacies elsewhere in MKE that do better than this...