NEWSTAGE - Phamaca

I was signed into my account on Pharmaca.com, and placed my order, yet the order was not tracked in my account. Customer service said the order had been placed as "guest" and there was nothing that could be done to add the order to my original account records. It's disappointing considering it had to be an issue with Pharmaca's website, as I am certain I was logged in while adding items to my cart and checking out.

There are a number of retailers using Zendesk to support their online customer service and it is never a satisfactory experience. I was unable to use my Pharmaca Rewards dollars on the site for a recent purchase and didn’t get a helpful answer as to how to apply them. It makes me more likely to use other sites for purchasing as Pharmaca is sometimes more expensive and the Rewards are an incentive, but not if it’s so difficult to apply them.

The online order system affords no ability to use a reward coupon. The terms of use specifically state it can be used online. I had to call and email customer service in order for them to manually redeem my coupon after the transaction was completed. This defect should be cured~ it acts to prevent customers from getting a perk guaranteed by the company. A rep emailed 2 days later to inform that the coupon was applied after the fact. The rep responded correctly, but I shouldn't have had to jump through those hoops; especially as a loyal customer.

I have not received my order a month later, even though FedEx says they have delivered and Pharmaca has not processed a refund to me.

Here is an excerpt from an email chain I had with Pharmaca "customer "service:" I have been a public relations consultant for the past 20 years -- your reply (and Pharmaca's actions -- or lack thereof) is very bad PR. I live two blocks away from a Walgreen's, but have chosen to get in my car and drive a few miles to the nearest Pharmaca in my quest to support smaller businesses. I should not have to constantly remind and check up on Pharmaca employees to see if I have received my points due/been treated properly.4 It is far less work and takes far less time out of my busy life to just walk two blocks to Walgreens.