Drugstore.com Review

www.drugstore.com

Overall 3.79 of 5 view all 14 reviews

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gklimczak
Akron, OH

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Need to get their act together.

appreciative of good customer service, an online shopper, budget conscious, a believer in communication, into finding great deals online, expecting good, fair service, a bargain hunter, a comparison shopper

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Pros

free shipping over $49, 5 percent cash back on every order

Cons

shipping is a bit slow, some prices a bit high

NOV

2007

My (adult) daughter and I have been customers since September, 2006. They have some products that we are unable to get conveniently in our area (we take the bus, have no car) since local stores that formerly carried products discontinued them, or are sporadic about carrying them. We also like the "cashback" and the fact that we can order through Upromise and get credit to help pay for my daughter's college loans. We had no problems, and really loved the site, until last December, when they had a great deal of sales going on. It took them 3 weeks to ship my order, and then shipped it 4 days after I had cancelled it in frustration, all the while answering my phone calls with statements to the effect that the CSRs could find no reason for the order not shipping (I have several products that I order every month, there was nothing unusual in the order). In October, 2007, I waited a week to place my order, since a product I usually order was out of stock. After I placed the order and received order confirmation online, I discovered, while looking for shipping confirmation, that a different product had gone out of stock after I placed my order and received the order confirmation. They held up my entire order for several days waiting for the product before shipping, in 2 different boxes and 2 different ways, anyway. This month, November, 2007, I again placed a pretty standard order and received online confirmation. when shipping confirmation did not arrive, i again called them,and was advised that they were having a problem finding a product in their warehouse, but my order would be shipped that afternoon. The next day, the same thing. The next day, the same thing. I finally told the CSR that I wanted to cancel the order, and place another order for the products that they had in stock and on the shelves. Their system would not allow this, and for a time I had 2 orders going. They finally cancelled the second order, and said that they were contacting Distribution to at least ship out what they had on hand. this morning, I got a shipping confirmation for the item that had originally been holding up the entire order, along with informaiton that the rest of the order, which had been in stock, was now on backorder and they had no idea when it would ship. I called - again- and finally cancelled the order, except for the product that had shipped, and advised them that they had lost a customer. It is not worth the frustruation. There seems to be no communication between their various departments, and customers are not being offered the option to have the balance of their order shipped if there is a problem with a product going out of stock after the order is placed. They did offer me a $10 instore credit, but I refused. This was one too many times that the same problem has occurred. When they are on track, they do well, items usually are shipped and arrive in good order. When they have a problem, they are really in a mess.