Martin Avenue Pharmacy

This place was ok, I had to get a compound filled. It took forever, which I can understand if they need to order stuff, but even when it was ready no one called me to tell me. Trying to get refills of your prescription or paperwork to send off to your insurance company is simply a nightmare. No one ever answers the phone or listens to the voicemail. Twice when I walked in there the associates were having a conversation and made me wait while they finished talking. From what I remember they weren’t discussing about anything important. Long story short I would never return here unless I *had* to. Customer service is not on their list of work priorities.

This pharmacy has given me the worst customer experience I’ve had. They promised me they would have a medication ready by the next day that I needed for my pregnancy. I paid over the phone the day before and my husband drove 45 minutes to pick it up the next day. He got there and they told him they couldn’t have this until tomorrow. I then called them and no one could figure out why it wasn’t ready. They went back and forth between my doctor and myself about this. They finally figured out it was in the fridge and it wasn’t completely done. They told my doctor they could give me a 6 day supply for now and would have it delivered to my house that night. The pharmacist then called me and told me that the ones in the back of the tray seemed to be hard enough. I was offended. I told them I did not want this medication if it was not completely done. This is a time sensitive medication and my doctor had to call in something else to another pharmacy that would be ready that night. I asked them to refund my credit card and they said they would. A week later I still didn’t get my refund and I called and asked about it. They said «oh someone wasn’t in contact with you about that?» And I said no. They then told me they cannot give me a refund. I’m so disappointed in the lack of commitment and communication they have with their patients. I would never refer them to another person.

I needed a compound for a sinus infection and the pharm tech (very pushy lady with big hair) demanded I give her all of my personal contac info, my health insurance info, & a credit card on file to boot! before the pharmacist walks over and says that since it is 2pm on a Friday and their lab techs like to leave early on Fridays, about 4:30, and if they’re already busy working on something, they may not have time to make my antibiotic, but she would call over there and see if they could. (Gee…can you spare the time for a sick working mother?)
She came back and said that they were, in fact, too busy to make my anti-​infective and I would have to wait until Monday… with a sinus infection?!!
WORST. CUSTOMER. CARE. EVER.
Took my Rx instead to the Walgreen’s inside of Rush Copley on Rt. 34 in Aurora –compound done in less than an hour. Brilliant.
***Read the comment from Martin Pharmacy below.
Here’s the thing: Walgreen’s was still able to dispense the Rx almost exactly as written (as a compound) with a simple call from the prescribing physician, and it was all done in an hour!
If Walgreen’s was legally required to have a completely sterile environment in order to fill my Rx as you say, then they wouldn’t be able to dispense it –but they were.
You people at Martin Pharmacy create these hoops that sick patients like me think we need to jump through without a willingness to accommodate someone with a serious infection. Then you employ pushy pharm tech. s, restrict your hours, don’t work weekends, and comment on my review as though that makes it better when I come in sick at 2pm on a Friday before you close and your employees want nothing to do with it except take my personal and credit card information and tell me to come back on Monday. That’s just bad business. If Walgreen’s could find a work-​around, why couldn’t you?

I had a special need for a very sick dog. I live about 45 minutes away, but was desperate for this medicine and made the drive. I ran into some unexpected traffic on a Saturday and the pharmacy stayed open late to take care of me. All for a $ 30 one-​time order. That’s customer service that way it should be.

This place is so bad that even though it is not far from my home, I am looking for another compounding pharmacy. I have had an issue with every transaction with these people in the last year– refills that are not ready even though I have called ahead to make sure they are filled, botched paperwork for my flexible spending account, and a prescriptions mistakenly filled a second time within a day or so of me picking them up followed with a phone call asking if I could just get them anyway. Seriously, I am not paying 75 bucks for your mistake.
Today, Monday, was the final straw. I went to get my 2 prescriptions which were supposed to be ready Sat. They were not ready, and I was told I could wait 20 or 25 minutes. Seriously, doing what? I went to get groceries and came back 45 minutes later — still not ready!
This is the kind of incompetence you can expect if you are unlucky enough to do business with these people. Oh yeah, and the customer service is bad– you are likely to be ignored for up to 5 minutes even though someone has just walked past you waiting at the counter, and then may be treated brusquely when they get around to you.
Some people should not be in businesses dealing with customers. The people at Martin Ave are those people.

Their voice mail spokesperson touts «Talk with Tom Marks our award winning pharmacist and founder.» Fat Chance. I had a complicated question that needed the head pharmacist’s knowledge. I left nine voice messages on Mr. Marks’ phone. I got not one single call back. That’s completely substandard customer service!!!

I had terrible customer service here from Pharmacist Tom Marks. I called and asked about making an over the counter medication and he acted like it was a go, then never called me back with pricing. When I called several times all I got was his voice mail, I left my name and number both times and he did not even have the manners to call me back. With customer service like this, this place is not worthy of anyones business. If there was a MINUS one star, I would have marked that.

Currently seeking resolution. Review will be updated based upon experience.

I spend a fortune here on pet meds (see my review of Petland), and I have numerous issues with the place.
First, my order is either not ready, lost, or incomplete at least 60% of the time. Obviously, someone is asleep at the switch.
Next, if you try to refill your order on the telephone, be prepared to suffer through at least 5 minutes of recorded blather relating to all manner of issues about which the majority of customers could care less: Returned check fees, shipping options, custom compounding lead times, etc.
Finally, with it’s ostensibly unique capabilities, Martin Avenue serves a niche market, and for that I don’t begrudge them a premium profit margin. But when the product is generic, and is available at numerous other retailers for much less money, don’t get offended when I request a price adjustment.

First, don’t let the map confuse you, the pharmacy fronts 75^th Street.
This pharmacy is everything you expect a pharmacy to be and then some.
They have their own compounding laboratory that specializes in medications that are …
— not commercially available.
— not economically feasible to manufacture.
— tailored to meet the customer’s individual needs.
— for special drug strength and/​or dosing considerations.
— for veterinary patients.
TOP THAT!
They will even schedule private consultations.
Feel better than you ever thought you could feel.