Kroger’s pharmacy problem sparks concern—“This can’t happen again”
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In an age where we rely on technology for everything from catching up with old friends to managing our health, a system glitch can be more than just a minor inconvenience—it can be a matter of life and death.
This was starkly highlighted in a recent incident at a Kroger store, where a shopper suffered due to a system failure, leaving them to face the consequences of a broken healthcare infrastructure.
The distressing event unfolded at a Smiths location in Springville, Utah, and was brought to light through a frustrated social media post on March 16.
The post reads, “@kroger @ExpressScripts You both need to get your act together. I went to Smiths in Springville, UT, to get my new meds. It was denied as the system is still not updated.”
The customer, who had gone to pick up new medication, was met with a system that had not been updated, rendering them unable to use their prescription benefits.
With the backup pharmacy already closed, the shopper had no choice but to pay out of pocket—a scenario that could have ended much worse had they not had the necessary funds on hand.
Kroger swiftly issued an apology, and Express Scripts, the prescription benefit plan involved, invited the customer to reach out for assistance.
They responded by saying, “We apologize for any inconvenience experienced. Please email [email protected] your name, member ID number, date of birth, and telephone number, and I will be happy to have someone from our team reach out to you.”
Also read: Is your medication at risk? Here’s how the Kroger pharmacy outage could affect you
Kroger also responded, saying: “Hi! I regret hearing about your inconvenience. Thank you for bringing this to our attention. We suggest you sending us private message to provide you with the best assistance, Thank you. Looking forward to hearing from you.”
However, it is uncertain if this interaction went any further, as it was not continued publicly.
This incident at Kroger is focused on one location only, which may suggest that the problem isn’t necessarily storewide, but instead, on a store-by-store basis.
Read next: Cybersecurity concern at Kroger? Shoppers in uproar over alleged new policy—here’s what you need to know
Have you or someone you know been affected by a pharmacy system failure? What precautions do you take to ensure you have access to your medications? Share your experiences and tips in the comments below!
This was starkly highlighted in a recent incident at a Kroger store, where a shopper suffered due to a system failure, leaving them to face the consequences of a broken healthcare infrastructure.
The distressing event unfolded at a Smiths location in Springville, Utah, and was brought to light through a frustrated social media post on March 16.
The post reads, “@kroger @ExpressScripts You both need to get your act together. I went to Smiths in Springville, UT, to get my new meds. It was denied as the system is still not updated.”
Kroger has issued an apology after a customer was denied lifesaving medication because of a system failure at one of their stores. Image source: KKCO 11 News / Youtube.
The customer, who had gone to pick up new medication, was met with a system that had not been updated, rendering them unable to use their prescription benefits.
With the backup pharmacy already closed, the shopper had no choice but to pay out of pocket—a scenario that could have ended much worse had they not had the necessary funds on hand.
Kroger swiftly issued an apology, and Express Scripts, the prescription benefit plan involved, invited the customer to reach out for assistance.
They responded by saying, “We apologize for any inconvenience experienced. Please email [email protected] your name, member ID number, date of birth, and telephone number, and I will be happy to have someone from our team reach out to you.”
Also read: Is your medication at risk? Here’s how the Kroger pharmacy outage could affect you
Kroger also responded, saying: “Hi! I regret hearing about your inconvenience. Thank you for bringing this to our attention. We suggest you sending us private message to provide you with the best assistance, Thank you. Looking forward to hearing from you.”
However, it is uncertain if this interaction went any further, as it was not continued publicly.
This incident at Kroger is focused on one location only, which may suggest that the problem isn’t necessarily storewide, but instead, on a store-by-store basis.
Read next: Cybersecurity concern at Kroger? Shoppers in uproar over alleged new policy—here’s what you need to know
Have you or someone you know been affected by a pharmacy system failure? What precautions do you take to ensure you have access to your medications? Share your experiences and tips in the comments below!
