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Out of touch customer

Discussion in 'Pharmacy' started by ancienbon, Apr 28, 2012.

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  1. ancienbon

    ancienbon 7+ Year Member

    Jul 27, 2010
    customer: i am here to pick up my meds. i dropped them off on wednesday.
    Me: No, i dont see anything ready for you, and you are not in even in our computer system. Are you sure you dropped them off at walgreens?
    customer: yeah, i dropped them off on wed
    Me: Do you remember who was here when you dropped them off?
    customer: I gave them to the white girl who was working that day
    ... me: no there is no white gril that works here.. in fact there is no girl that works here. it must be the cvs then.
    customer: is this the store across the winn dixie plaza?
    me: oh, it is cvs then...
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  3. notafraid87

    notafraid87 Member 5+ Year Member

    Jul 4, 2008
    Seems like he's picking up the medicine for someone...kinda odd. But then again, what else is new?
  4. All4MyDaughter

    All4MyDaughter SDN Mommystrator Moderator Emeritus Lifetime Donor Classifieds Approved 10+ Year Member

  5. PharmDstudent

    PharmDstudent 7+ Year Member

    Jan 8, 2007
    If you live in a bigger city, you can forget it. Patients will always confuse your store with another store.

    One of our stores was supposed to have a 24 hour pharmacy, but they axed that idea... but kept the sign! :eek:
  6. lactonerx


    Aug 30, 2011
    that has occurred quite a bit in my experience
  7. Ackj

    Ackj 7+ Year Member

    Nov 25, 2008
    I had one similar to these.

    customer: picking up for Ms. X
    me: I don't see anything, let me take a look in our computer to see... No, we don't have that name in our computer
    customer: oh, well maybe they used my birth name when dropping off, look for Ms. Y
    me: nothing for that either
    customer: how about my given name? Ms. Z
    me: No, what did you say your birthdate was? Maybe we can find you that way.
    customer: well, it's either m/d/y or m/d/y, depending on who you ask. Oh, and maybe try looking up my married name as well, Mrs A
    me: I'm sorry ma'am, I can't seem to find you with any of those names or birthdates, are you sure the rx was dropped off here?
    customer: well, no, the doctor said he was going to call something in a few days ago though....

    tl;dr 4 different aliases, and 2 birthdays, but 0 prescriptions
  8. Rx MPLS

    Rx MPLS 2+ Year Member

    Aug 7, 2011
    I swear, this happens once every other shift...:laugh:
  9. MountainPharmD

    MountainPharmD custodiunt illud simplex 10+ Year Member

    Aug 15, 2004
    Nothing strange or unusual about that. I had a lady on the phone chew my butt and my techs butt for 15 minutes arguing about a script she dropped off only to find out she dropped it off at the CVS next door. People are stupid, rude and inconsiderate.

    My other favorite is the very technical and challenging question, What is the date of birth? Why would anyone but an idiot pharmacy customer give any answer but the date of birth of the person you are picking up for? Yet dumb ass pharmacy customers give you thier own DOB as if thats going to help me find your wifes prescription.

    My other favorite is asking them to sign for someone elses prescription. Do you want me to sign thier name? Yes, yes I do. I want you to break the law and forge someone elses name on an official document.
    Last edited: Apr 28, 2012
  10. owlegrad

    owlegrad Uncontrollable Sarcasm Machine Staff Member SDN Administrator 7+ Year Member

    OMG this whole post is just gold. Every word had me cracking up, it's just so true.

    "What is the date of dirth?" "Mine or her's?"
    "Date of birth?" "I will pick it up tomorrow"
    "What is the name?" "It's for my dog"
    "What is the name?" "Dr. Spaceman called it in"
    "What is the name?" "I dropped it off yesterday"
    "What is the name?" "You people said it would be ready!"
    "Sign here please" "My name?"
    "Slide your credit card" *Blank stare*
    "I need a refill" "Sure, what is the number?" "I don't have it" "OK, what is your name?" "Why? It's for amlodipine. Can you just get it ready without all the hassle?"

    Disclaimer: Had a callout today, it was a little rough.

  11. Brock Landers

    Brock Landers

    Apr 18, 2012
    Since when is it a "customer" and not a "patient"?
  12. MountainPharmD

    MountainPharmD custodiunt illud simplex 10+ Year Member

    Aug 15, 2004
    It must be all the hydrocodone dust or something that turns people into complete idiots when they step into the pharmacy.

    I swear a customers IQ drops a 100 points when they walk into a pharmacy. Albert Einstein himself could walk into the pharmacy and suddenly be struck dumb unable to understand even the simplest concepts such as copays, deductables, refills, ect.
  13. MountainPharmD

    MountainPharmD custodiunt illud simplex 10+ Year Member

    Aug 15, 2004
    They have always been customers. There is nothing patient about them!
  14. schamj01

    schamj01 2+ Year Member

    May 28, 2010
    West Lafayette, IN
    all these are so true

    here's one from a few weeks ago

    me: What's the name please?
    patient; It's for my neighbor.
    patient: gives first name
    me: What's the last name?
    patient: gives last name
    me: What's the address?
    patient: I don't know
    me: (Says nicely, but thinks...they're your neighbor, how can you not know their address) Could I have the date of birth then?
    patient: I don't know that.
    me: how about the phone number?
    patient: gives phone number...does not match our records
    me: that's not what we have
    patient: Can't you just sell me the prescription.
    me: no; I have to make sure I'm selling it to the right person
    patient: Let me just call them then.
    me: Facepalm
    Last edited: Apr 29, 2012
  15. joetrisman

    joetrisman 5+ Year Member

    This is everyday of my life in retail. :)
  16. ArcSil

    ArcSil ℞: ArcSil; Sig 1 QH PRN

    Apr 18, 2012
    Here's some impatient patient experiences:

    1.) I ring up an older gentleman (approx 55 y/o) who is buying meds for his wife.
    Me: "May I have her month and day of birth?"
    Customer: "It's on the prescription"
    Me: "I would say so, but I need it to verify that I have the same [pt's name]."
    Customer: "It's on the script"
    Me: "I know it is, but my register requires that I enter it for a sale. We have many different patients with the same name. In fact, I'm related to a [person who has the same first and last name as a patient. Note: I am currently in school hundreds of miles from home]
    Customer: "You don't need her date of birth."
    Me: "May I have the patient's address so I can verify it in my computer system and get the date of birth from there?"
    Customer: My wife and I live at [address].
    I then go and look it up. He leaves after the sale and my pharmacist (who was four feet away) dies of laughter.

    Quite common:
    Patient: I'm here to pick up a prescription for [any common last name].
    (Do people expect me to sell them every script for anyone with a particular last name, much less a common one)

    This happened to a coworker at the drive through:
    Rough-looking impatient patient: Picking up for [his name]
    Intern: I don't have anything for you.
    Patient: I dropped it off the other day.
    Intern: I'll look it up in the system. May I have a date of birth?
    Patient gives DOB
    Intern: *Looks it up in the system and doesn't find anything* I didn't see anything in your profile.
    Patient goes off on him, saying that we "are out to get [him]"
    Intern then tells him he is going to check the hard copies for it.
    Intern comes back after five or so minutes (the guy was parked at the drive through window)
    Intern: It turns out we didn't fill it because you dropped it off in the tube [second drive through lane] and left before we could get a date of birth. We had several people with that date of birth in our system that lives in this town.
    Patient: There's four [first and last names]; I know because three of us served time in prison together.

    Patient: I've come for a refill for a prescription.
    Patient hands me an empty bottle with a Tussionex label on it with zero refills. Days supply on the bottle was computed by considering how many days the medication would last if the patient took it at the greatest frequency written on the label. Less than half the "Days supply" time had passed and the bottle was empty, implying that the patient had taken it at a much greater frequency than supplied. Remember that Tussionex contains Hydrocodone.
    Me: I'm sorry, but you do not have any refills remaining.
    Patient: It says that it is a _____ days supply and it has only been _____ days.
    (By this time the pharmacist was right next to me)
    Me or Pharmacist (don't remember): How often did you take it.
    Patient: Whenever I needed it.
    Pharmacist then went and explained that he should call his doctor to request a refill knowing full well that the doctor would laugh his tail off.

    Don't even get me started on the drive through stories…

    Sorry that this has turned into a huge (very common) story post.
    I'd hate to imagine how many stories I'll have by grad day.
  17. museabuse

    museabuse Senior Member 7+ Year Member

    Apr 27, 2005
    This happens all the time:
    "have you filled at CVS before?"
    "No, but I filled at Walgreens, are you guys connected?"
  18. DustinfromCA

    DustinfromCA Member 10+ Year Member

    Jun 30, 2006
    Phone Rings..

    me - "Thank you for calling X pharmacy, this is Y speaking how may I help you?"
    crazy lady - "912322"
    me - "I'm sorry you are calling in a refill?"
    crazy lady - "yes!"
    me - "sorry can you give me that number again?"
    crazy lady - "why? you didn't get it the first time?!"

    side note: This same lady also got escorted out of the store once for eating a donut from the deli department without paying, she said she thought they were samples... but they are behind a glass container and have a price right underneath them.. sigh.
  19. owlegrad

    owlegrad Uncontrollable Sarcasm Machine Staff Member SDN Administrator 7+ Year Member

    Oh, that's a good one!
  20. ArcSil

    ArcSil ℞: ArcSil; Sig 1 QH PRN

    Apr 18, 2012
    I can totally see that. I have this happen alot though:
    Me: Thank you for calling ___, this is ______.
    customer: I want to call in a prescription.
    Me: Are you a doctor or with a doctor's office.
    customer: No, I need a refill.
    Me: Okay, may I have an Rx number?
    customer: I don't know it, but my name is _____
    Me: Okay, may I have a date of birth.
    Customer: It is _____
    Me: Okay, what medication do you need refilled?
    Customer: I don't know. My anti-depressant.
    The customer has half a dozen anti-depressants on her profile.
    Me: Do you know which one you need?
    Customer: JUST GIVE ME MY **** REFILL.

    And my absolute favorite…
    Customer: Refill everything for me and my husband that will refill.
    (I check and each of them has about fifty prescriptions within the past year, leaving me to check not only which ones have refills, but also which ones do not give a "Refill too soon.")
    Last edited: Apr 29, 2012
  21. Rockinacoustic

    Rockinacoustic 7+ Year Member

    "Dropping off?"
    "No, I'm picking up"
    "...Right, but I need the prescription in your hand first"
  22. owlegrad

    owlegrad Uncontrollable Sarcasm Machine Staff Member SDN Administrator 7+ Year Member

    "Don't you just have to stick a label on it?!"

    I always want to ask: "So, you don't want me to run it through your insurance then?" :smuggrin:
  23. Ackj

    Ackj 7+ Year Member

    Nov 25, 2008
    A few days ago I had one like this, but much worse.

    crazy lady: I need a refill
    me: okay, do you have the rx number?
    beep beep beep beep beep
    me: ma'am?
    crazy lady: I just entered the number!
  24. eagles22

    eagles22 5+ Year Member

    Nov 29, 2010
    I once had a patient transfer over 17 rxs (we actually printed out the screen and saved it) and said he wanted them in 30 minutes. I politely told him he'd need to give us a day.
  25. joetrisman

    joetrisman 5+ Year Member

    Me -"Thanks for calling walgreens, this is joetrisman, can I help you?"
    Pt - "Yeah, I'd like to get my prescriptions filled."
    Me - "Do you have the prescription number?"
    Pt - "No, but my dob is blah blah blah"
    Me - "Ok, what did you want to get filled today?"
    Pt - "Just give me everything that should be filled"
    Me - :boom:
  26. rxlea

    rxlea Almost a unicorn Moderator Emeritus 7+ Year Member

    Lmao. Y'all should write a book. Myfavorite drive thru experience was when someone asked me to get them a gallon of milk and send it through the tube. I mean, how do you respond to that? :D
  27. NaOH

    NaOH IT'S PAAFEKTO! 7+ Year Member

    I know that feel. Oh, do I know that feel.
  28. CUpharmD2013

    CUpharmD2013 7+ Year Member

    Mar 20, 2010
    At Drop-Off:

    Scenario 1:
    Me: "When would you like to pick this up?"
    Patient: "Now."
    Me: "Ok, we can have it in 15 minutes for you, we'll call your name when it's ready."
    Patient: "Why can't I have it now?"
    Me: "Well sir, it takes time to enter it into the computer and have the pharmacist verify it."
    Patient: "Okay, I'll come back later."

    Scenario 2:
    Me: "What is the patient's date of birth?"
    Person: "It's for my dog."
    Me: "Ok, do you know the date of birth, or perhaps the year?"
    Person: "No, I don't know! It's for my dog!"
    Me: "Well sir, we still have to create a profile for your dog. What is your address?"
    Person: "Ummmm.....They live with me." :confused:
    Me: "I realize that, but I don't know who you are..." :(

    At Drive-Thru:

    Me: Patient hands me two new prescriptions: "When would you like to pick this up?"
    Patient: "You don't have it ready now?"
    Me: "No sir, you just handed me your prescriptions. It takes time for us to enter it into the system and for the pharmacist to verify the order."
    Patient: "Oh ok, I'm going to go to McDonalds where they have my order ready when I come through the drive thru and come back."
    Me: :(

    True story.....
  29. rxlea

    rxlea Almost a unicorn Moderator Emeritus 7+ Year Member

    You just can't make this stuff up lol
  30. pharm B

    pharm B Phar Noir Staff Member Lifetime Donor Classifieds Approved SDN Administrator 7+ Year Member

    Jul 11, 2008
    Out to Pasture
    Rocket Scientist
    hSDN Member
    hSDN Alumni
    And that, in a nutshell, is why I don't want to do retail as my sole employment. :smuggrin:

    I had somebody blow up on me because their $4 medication wasn't covered by Medicaid. The other $1200 worth of meds in her bag were, though.

    Her: I'm bipolar! I could kill somebody.
    Me: Are you threatening us?
    Her: (sheepishly) No. $4?
  31. NaOH

    NaOH IT'S PAAFEKTO! 7+ Year Member

  32. pharm B

    pharm B Phar Noir Staff Member Lifetime Donor Classifieds Approved SDN Administrator 7+ Year Member

    Jul 11, 2008
    Out to Pasture
    Rocket Scientist
    hSDN Member
    hSDN Alumni
    I wish Jeremy Clarkson was a pharmacist. So bad.
  33. Ackj

    Ackj 7+ Year Member

    Nov 25, 2008
  34. rxlea

    rxlea Almost a unicorn Moderator Emeritus 7+ Year Member

    lol!!!!!! That's classic!
  35. Ilikechemicals

    Ilikechemicals New Member 10+ Year Member

    Jul 26, 2004
    Old lady (OL): I just got a call from your pharmacy from a very rude employee.
    Me: Oh, really? did you get their name?
    OL: No. But it was a man's voice
    Me: I'm the only man working in the pharmacy and I haven't made any phone calls today.
    OL: He was very rude. He called to tell me that I had a prescription ready for pick up. When I tried to ask him what it was he just kept on talking. He didnt listen to anything I said and then hung up.
    Me: *holds phone away to laugh* that was our automated system. It calls out reminders for our customers.
    OL: well he is very rude.

    I tried another few attempts to explain it was a machine/recording/robot. Nothing worked :D
  36. GodsSon2011

    GodsSon2011 7+ Year Member

    Jan 18, 2008
  37. GodsSon2011

    GodsSon2011 7+ Year Member

    Jan 18, 2008
    we have a winner..!!!!!!!!!!!!!!!!!!!
  38. ancienbon

    ancienbon 7+ Year Member

    Jul 27, 2010
    i have never laughed so hard . lol
  39. FSUPharmD

    FSUPharmD 2+ Year Member

    Dec 21, 2011
    The EXACT same thing happened at our pharmacy. After numerous times trying to explain to her it was just a recording and not an actual person, we finally just put her on the do not call list :D
  40. Ackj

    Ackj 7+ Year Member

    Nov 25, 2008
    Has happened 3-4 times to me. Worst part is that our store's voice is SUPER robotic sounding, and I have no idea how you'd mistake it for a person.
  41. NorthwestRph


    Mar 13, 2012
    OMG I died laughing from all those stories!!

    My store is known to have some of the rudest customers in the district.

    Here's my own:
    Big older man with a big cowboy hat at the pick-up counter: I want non-safety caps on my rx's.
    Cashier: I need you to sign this waiver sir.
    Big Man: Why do I need to sign this waiver? I want non-safety caps.
    Cashier: Sir, it's policy to sign this waiver that you agree to non-safety caps.
    Big Man (raising his voice): This is stupid! I don't need to sign anything! Give me my medicines! I have no kids at home!
    Pharmacist (Me): Sir, you need to sign this so that, if your grandkids get your medicine, you can't sue us.
    Big Man (shouting): I have no grandkids! This is ridiculous! I refuse to sign that paper! I want my non-safety caps!
    At this point he was shouting so loudly and he was towering above me and two cashiers. I raised my voice too. You need to sign the paper if you want those caps!
    Then he reached over, to all the way over the counter, grabbed his meds and ran off!
    He turned around and shouted, "I am going to take my business elsewhere!"

    Note: I had just read an article that day of an old lady who tried to sue her RPh when he gave her non-safety because her grandson had taken digoxin and died.

    fast forward three months...

    Big Man with a Big Cowboy Hat is standing there and he says, " I want to apologize".
    I look at him blankly.
    "Sir??" tech nudged me and whispered it was the same guy from 3 months ago. I smiled and said, "sure, no problem". Then he signed that paper!!

    Story 2: This has happened at least 3 times to me.

    Older Lady with Bossy Adult Daughter in Tow: I want my Adderall. I have a script I dropped off yesterday.
    Me: We couldn't fill that script. It says too soon until 15 days from now.
    Older Lady: What do you mean, in 15 days? I've been out for a month! That guy there told me it'll be ready today!
    Me: sorry ma'am, but it says here you got it 15 days ago.
    Older lady and daughter in unison: No way! Not true! What are you talking about?
    I go to the computer and print out her signature and show it to them.
    Older lady and daughter: What! This is not her signature! This is not my signature! This is a forgery! (fingers point at me) Someone in your pharmacy forged this! One of your staff stole the adderall!
    Me: We have cameras. Do you want me to check the camera for that day and see who picked it up?
    They: Yes! And then we'll get the Adderall right? And we should get it for free! "Cause it was stolen!
    Me: Yeah, yeah, whatever. I'll call you once I talk to the manager about the video.
    They: Yeah, you better check that video! We are sure it was one of your staff! You better give it to us for free!

    They leave...a few minutes pass.

    Big Police Officer: Hi, a lady told me you stole her Adderall.
    Me (incredulous): I told her we'll check the videos!
    Policeman: you think she's telling the truth?
    Me: Of course not, she's crazy.
    Policeman: Okay!!

    We check the videos. It was the lady's husband picking up.
    I call the lady.
    Me: It was your husband ma'am.
    She: This is insane! He did not pick it up! I've already asked him! I can't believe...oh just a moment..what was that dear...oh ....oh I see...Ummm... I just talked to my husband. He did pick it up.
    Me; Okay, so no problem then.
    She hangs up.

    Next day:
    She and Older Daughter: Hi, I'm here. I don't know how to apologize for yesterday. Anyway, I have like ten adderall script for my ten grandkids here. And I want you to refill my 10 prescriptions. Did you write all the names down? Good.

    She walks away.

    I stare at her back.

    the end.

    My favorite thing of all those incidents of dumb or rude customers is that, after they leave the store, we all fall over each other laughing or we all get mad and vent to each other. It's a good team-building exercise.

    It reminds me of "50 things nurses don't tell you" in Reader's Digest. One of them was, "if you are rude to me I will still treat you courteously, but bear in mind that once I get back to the nurses' station I will be telling everyone about you."

    Some do come back and apologize though. One even wrote a letter.
  42. owlegrad

    owlegrad Uncontrollable Sarcasm Machine Staff Member SDN Administrator 7+ Year Member

    That's nothing, once we had a floral arrangement sent as an apology.
  43. NorthwestRph


    Mar 13, 2012
    LOL! I forgot to say, we have this one customer who once witnessed one of those incidents, after that she now buys us chocolate every time she comes in because she feels bad for us!
  44. Wheresmyaricept

    Wheresmyaricept 2+ Year Member

    Jun 15, 2011
    I always say when I'm finished putting labels on the other 18 prescriptions ahead of yours, I will gladly put a label on it.
  45. Rx MPLS

    Rx MPLS 2+ Year Member

    Aug 7, 2011
    Customer 1: Where can I find (insert random supplement nobody's heard of here)?

    Pharmacist: Let me look that up on my looks like it's in our system, but we don't have it at this store; sorry. So and So Store, up the road, probably carries it...

    Customer 1: What do you mean you don't have it?!?! It says on the internet that you guys have it!!!

    Customer 2, to Customer 1 (irritated): Dude, they don't have it! Just because it's listed on their website doesn't mean their store will have everything! You can get anything online, obviously!

    [awkward moment where I stare at Customer 1, waiting for a response]

    Customer 1: Well, what about (random supplement nobody has heard of)? Don't you guys have that? It said on your website that you carry it!
  46. MackandBlues

    MackandBlues 5+ Year Member

    Jan 1, 2012
    Dude, y'all need to check out and search for pharmacy to get the good pharmacy related ones. But most are pretty funny.
  47. owlegrad

    owlegrad Uncontrollable Sarcasm Machine Staff Member SDN Administrator 7+ Year Member

    Love that site!

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