First off, my son has Cystic Fibrosis so he needs a number of prescriptions filled each month. We came from Bountiful where we used the Medicine Shoppe and were accustomed to top notch treatment. They were very efficient, great at communication and always super respectful and friendly each time we visited the pharmacy. So I was hoping to find another pharmacy in SLC that was similar. Let me just say that Hyland Pharmacy doesn't even come close. \r
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First time: I entered the pharmacy with my two sons (one is 3 and the other is 1) and the three people behind the counter looked up, but didn't smile or say hello. I thought, ok that doesn't seem like the best customer service but I was willing to overlook it if they were a good and efficient pharmacy. So I approached the drop off window to drop off my sons several prescriptions and give them his insurance information. I gave her the prescriptions and told her that I knew they probably didn't have two of the prescriptions in stock, but to let me know when she was done with my card and ID because we were going to sit down and wait while she entered our information. Thirty minutes went by and she called me back up to tell me that two of the prescriptions wouldn't be ready until tomorrow. All I was waiting for was the insurance card and ID and apparently she didn't listen to me when I told her that originally, so I needlessly waited with two rambunctious boys for nothing. \r
Then later that day the same tech called to tell me that she couldn't fill his Zenpep (pancreatic enzyme) prescription because it wasn't written correctly by the doctor, so I told her I would call the CF clinic to get it straightened out. The clinic told me they would have it revised and sent later that afternoon, so I called Hyland pharmacy and let them know to expect it that afternoon. Before I got off the phone I asked if someone would call and let me know they were ready and she said they would only call me if there was a problem. The next day I was getting ready to go pick up the prescriptions with my boys, but I had a feeling I should call first. Turns out they didn't receive the prescription from the CF clinic and they neglected to follow up with me or the clinic, so we had to wait an additional day. Luckily we had another days worth or so of his exzyme. When I finally did pick up all of this prescriptions, we received 500 Zenpep capsules instead of 540 like the prescription had listed. I asked the woman pharmacist why it was short and she said that they only filled in increments of 100, so they didn't have to open a bottle and have the rest sitting on their shelves. What the???? I'm fairly certain they are supposed to fill a prescription how it is written. I began looking for another pharmacy because obviously this is not the pharmacy for us. \r
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Next visit: Unfortunatey, I hadn't been able to find another pharmacy that was close by, so I felt like I had to use Hyland again. So I called in to have all of my son's prescriptions re-filled. They said that two of them wouldn't be available until the next day. I said that was fine and asked them if they would call if there was an issue for some reason. Two days later, I went to pick up the prescriptions and when I got there was informed that the Zenpep wasn't ready because their warehouse was out of stock. So I asked why I wasn't informed by phone and the girl tech responded by telling me that it wasn't her fault because she hadn't been there for two days. What the??? I really don't know what is wrong with this pharmacy. I don't understand how they stay in business if this is how they treat new customers. We will not be using this pharmacy again.Trying to get prescriptions shoud not be this hard for anyone. They do not follow up, they do not communicate with each other, they are not very respectful of customers and the owner talks down to his employees.
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