Preston's Pharmacy

I have a been a customer/patient of Preston’s for over a year. I didn’t have a lot of options for compounding pharmacies in Arlington. Staying local is important for me, but it quickly became obvious that Preston’s is poorly run. I have often waited for my prescription, sometimes days. The back counter is always chaotic and not particularly friendly. Plenty of staff but a lack of expertise. The first question is always “have you been helped”. I watched 7 people wait for over 30 minutes for their order while I waited for an hour for a prescription I was notified was ready. I counted at least 8 different people working and nobody got their medication in a timely manner. The technology is antiquated, their filing system is a mess, and the staff is disorganized. While I waited for my prescription, that I was told would be ready, I overheard the staff listening to doctors calls for prescriptions. I could hear personal details including full names and medications from Doctors. Unprofessional at best, hopefully your neighbors don’t hear about your viagra or ozempic. When I had an issue with the way my order was handled I was told that the “PIC” couldn’t call me until 3 days later. Apparently he was on vacation. I assume that PIC means Pharmacist In Charge, so don’t expect to resolve issues quickly. When I did reach the “PIC” they blamed my insurance company for increasing cost. Unfortunately for him, I spoke with insurance and the cost increase was associated with costs that Preston’s passed along to me, after they reduced the quantity without consulting my medical professional or myself and raised the cost. It’s sad to see independent pharmacies struggle but their incompetence seems to be largely self-inflicted. I would note that they do have a lovely card selection. I wouldn’t use Preston’s to get my dog’s medications. I care about my dog too much.

Every time my doctor sends out a prescription, Preston’s says they didn’t get it. I always have to call the hospital and the pharmacy a few times just to make sure they got my prescription. It’s always a chore just trying to get them to do their part. I thought it may be the hospital at first, but then my wife goes to a different hospital and she still has the same issue. You will never get your medication on the same day your doctor prescribed them because Preston’s will take at least a few days to just “receive” it from the hospital. Are you in pain and need them right away? Go anywhere else but here. I gave them multiple shots because they’re local, but I’d rather not suffer in pain anymore.

Prescriptions are never ready on time. Every single time, I am told that my prescription will be ready by a certain time, yet I still end up waiting for it, even when I arrive well past that time. I'm not sure why it takes so long, but it certainly doesn't take anywhere near as long at other pharmacies that are a hundred times busier than Preston's. It used to be referred to as "your friendly neighborhood pharmacy," but it no longer lives up to that considering the customer service. If it weren't for the fact that my preferred manufacturer of the prescription is there, I would never return.

It's been a while since I've experienced customer service this bad. I had an eye medication filled for my dog. Their counter staff was overall rude, they gave me the prescription without an eye dropper tip, and it was labeled as needing to be frozen which didn't make sense for an eye drop. When I went to return it, I overheard one of their staff calling a customer on the phone "stupid" out loud. They did remake it and relabel it for refrigeration so I gave them another chance when I needed to refill the Rx. I called it in on a Friday, was told it would be ready on Monday. When I went to pick it up, they said they were working on it and it would be another 20 minutes. After that time, I went back in and they admitted their machines were down and they hadn't even started on it! I had them cancel the order so I could use another pharmacy instead. The next day, I get a call that they made it and charged my credit card. The whole place is a 1950s disaster.

Run far away from this pharmacy! The customer service is horrible. The phone system is absolutely horrendous, it doesn’t recognize key stroke input from cell phones, has redundant questions/settings, hangs up on you several times, the hold times are very long and the shipping times are 2-3 WEEKS from when you order, if you’re LUCKY! It took me 4 phone calls just to reach a human, because the phone system wouldn’t recognize my prescription number and hung up on me twice. They are also EXPENSIVE!

My company dealt with the VP Victoria, it was a very pleasant experience, she answered all questions with no issue. I phone head of time and received great customer service. My employee picked up our product and said the store person very friendly, and super helpful! Merchandise was sent back packed with love! I cant wait to do business with them again!