I called in a medication on Thursday at 2:20. I told them I needed it by Friday. I was assured I would get it. By Friday at 3:45, I had not recieved my medication. I called and waited on hold for 15 minutes. Finally reached a representative to be told the order had not gone out. I told them I needed the medication by 6:00 and that it had been ordered over 24 hours prior. I was put on hold for another five minutes. The representative came back and said they placed the order on Urgent 1 Hour status and it would definitely be there by 6:00. One hour would have been 5:00, maybe 5:30 at the latest. It is now 6:45 and no medication. This may screw up my entire IVF cycle. I've put in several calls to the on call pharmacist and I am now forty minutes past and have not recieved a call back. I'm currently waiting on a call from my doctor to see what can be done since this is all extremely time sensitive. I will NEVER use this pharmacy again.

I recently started using this pharmacy for my antiretroviral medication. They work hard to get prior authorization. The staff is friendly and helpful. It's also conveniently located in the Parson's Center. Update: I have had issues with ADAP wherein I was informed I had reached my annual cap with ADAP and that 5 life-sustaining meds would not be paid for to Avella by ADAP. One of the pharmacists, Jen, not only advocated for me to ADAP, but also provided a 4-5 day supply to get me through the weekend. She was so kind, caring and thoughtful, that this otherwise unnecessarily stressful event was de-escalated to the point where, I had my meds, could focus on getting well over the weekend, worry free. I highly recommend Avella Specialty Pharmacy and their very competent and caring staff.

I've used this pharmacy on and off through the years depending on my insurance and never had a problem. However, recently the staff seem a little more rude and getting hung up on after waiting forever isn't fun. Then my prescriptions which always are filled in a timely manner are never ready or I'm told that their are no "refills." My doctor physically has to call to assure them that their is a prescription (which their always is) and even then they never return your call to set up a delivery date. Like that's not even his job first of all. All in all, it has gone down a lot & shocker: I am out of meds for the 4th time since using Avella or whatever you call yourselves now.

Staff is well intentioned, but about 1 out of 3 months, there is a delivery issue. This month, it was a signature required that I specifically asked not be required. Even after requesting no signature, calling to double check after getting a FEDEX notification that a signature was required, being assured it was removed, and calling again to verify because package was delayed by a day, a signature was required. I just happened to get lucky and be home but I wasn't the day of the originally scheduled delivery. Optum/Avella is the only place I can refill my prescription so I have no choice and I guess there is no incentive for you to fix service issues.

I ordered a medication for same day delivery at a Fedex facility as it was urgent and called three times to ensure that the medication would be delivered. They didn't allow me to pick it up at their facility and guaranteed that the medication would be delivered. Not only the medication was not delivered, but the pharmacy rep that promised to call back with my tracking number never called. This is a complete lack of responsibility as we are talking about medication. Shame on you for providing a horrible service that can affect people's lives. You shouldn't be on the pharmacy business if you can't respect people.

Optum is sadly the only place I am able to get my scripts, and they have a surprisingly low amount of accountability for mistakes. I call one department and its another ones fault, talk to the other and they blame the first. I have to call every day a few times a day to find out what is wrong with my script and why it is not being filled, and every time I call they blame a new department. Truly disappointed that I have to use Optum. I just want my medication by the time it is needed, you know, the bare minimum for a pharmacy. Especially when I put it in 10 days early...

Never trust this company with their inventory when you speak with them everything in stock and once you are waiting time sensitive medicine suddenly they went out of stock and never ship the medicine and never inform you.The funny thing is that you learn all this once you call for the tracking number. This is very stressful working with this company. My true recommendation is If you are waiting time sensitive medicines ,find some other pharmacies that can keep their promises.

I always get my prescriptions on time. My issue lies with their online and automated system. Why have it if it doesn’t work properly? Because of this I have to call in every time. Answering the same questions. Giving my address 3 times. Being sent to speak to a pharmacist every time about the medication I have been taking for months. Really if I could order online or thur the automated system it would be great but no one seems to care that it doesn’t work properly.

Not once has this pharmacy had my medications ready when I arrive—even if they have been called in way in advance. They do absolutely nothing. Oh, and you’d think that after their change to Optum Pharmacy they would get better? Oh my god no, they have gotten significantly worse. I have never in my life had to spend 30 just refilling a script over the phone. CVS refill calls are seconds long. Why has Optum/Avella not figured out how to quickly refill scripts?

I just talked to Bill who had a problem with filling my order. Finally he said this medication should be ordered in a different department of Optum for 5x less money. I ordered one bottle from specialty pharmacy and asked him to redirect me to the other part of pharmacy so I can in the future order it cheaper. He did, where I heard that no, there is no option for this medicine to be cheaper. So basically I wasted over an hour on the phone. Thanks Bill…

A huge lack of communication. If I call the call center, and ask to have them call me when my meds are ready, they don't. If I ask for my meds to be delivered, they won't relay that to the staff to ship out. Also a lack of empathy, sympathy, and care from the staff. If you don't have to use them, don't. A refill request was denied, and instead of calling me, they just puts sticky note in my paperwork to call my Dr. And find out why

Absolutely the worst pharmacy ever to get prescriptions filled with, they always have a long wait time on the phone. And if I don’t get my meds on time it’s basically life or death in my case. And currently out of meds and have been calling them for nearly two weeks trying to get a refill….. they’re about to have a lawsuit on their hands if my health falls low because of them. That is all I got to say…

Expedian, professional and courteous. Don't work with you in any way possible and usually they just take about 10 minutes and fill your script you don't have to wait or anything like that but you know sometimes things get complicated and I have to call the doctor or the insurance company and he'll let you know and it'll be just a few more minutes and you can leave.

I have been coming to this location for years and in the past year it has been horrible. Whenever a script gets sent over or even if I call to have it ready in 6 hours/next day I always have to wait. Today I’m told ten minutes from a script that Was sent 4 hours ago. I completely understand the times we are in but seriously? If you have a job get it done.

Inconsistent buisness practices must call in to refill. Some months rx delivered ok others they required a signature during which time I was at work causing me to miss breathing medication this is a serious issue..customer service also gives Inconsistent information on accounts..do not recommend policies vary according to who's on the phone at the moment

My medication often never shows up. They never call back. Day 2 without much needed HIV meds. Never missed a day of meditation in 12 years. Now its day 2 without meds, very upsetting and nerve wracking. Called several times, still no answers and still no medication. What do you do? Especially when they 60 miles away...

I called the pharmacy from my medication bottle, found out the phone number has been changed, had to look on the internet to find the new phone number, I understand changing the name is one thing, but please inform your clients of the number change so they can get their medications filled promptly.

There delivery service let Someone else sign for MY package it's the principle now of it all I had called 3 times they had my address messed up every time I cannot convey how upset I am about this ... It seems like a level if stupid nobody should experience.

Long phone wait times and recently they do not get medication to you timely. Representatives that answer the phones could care less if you get the medication that you need. No escalation process if you have a complaint.

Headache every time we use them. Long hold time, hard to get the correct department. No direct lines. Frustrating. I have dedicated hours just listening to their bad hold music. Wish they would clean up their systems.

Filling orders through Optum Rx is difficult. Don't bother because the prices are NOT a bargain. Walmart was less than half the price and no hassle. Walmart is even cheaper than Cuban's so-called discount pharmacy.

They always deliver within the ten hour time frame I'm given. So that's a huge plus. I never run out of medication because they keep calling and calling to remind me when it's time to refill my prescription.

I am 68 years old and trust me this is the MOST mismanaged Pharmacy for the POOR unknowing youth...know NOT a better option CVS or Walmart has never failed...Plus the Music on Hold is UN-GODLY at best.lol

When they ship your medications, the staff make doubly sure that your medications are being delivered to the right person, the right place, and on time before you run out of anything.

I would give no star if possible. Do not use this pharmacy they are not honest. Go somewhere else where what you are told are facts. I regret having ever had to deal with them.....

In the process of a nec move from using one Avella location to another. There has been some confusion but the staff have remained kind, helpful & patient. Thank you, Avella!

The representative helped me get a copay card with my insurance that covered my $150 copay :’) THANK YOU. I received my medication the next day after the order was placed

Being able to call in my refill prescriptions each month and having them mailed to me, beats ALL OTHER CHAIN PHARMACIES LONG IN PERSON/DRIVE THRU WAITS.

My parents always have problems with my medicines never come on time always having problems with my medication my mom always have to fight with them

I ALWAYS get positive customer service agents, who are very patient and take the time to make sure that all my needs we're addressed!

Horrible and a dangerous..called 14 times. No one answers the phone. My health is in danger without my meds. They are useless!

Horrible terrible service. They gave me 3 vials of progesterone set to expire in 10 days. Please do not buy here

Horrible Service... everything wrong and some things are omitted from an order. Takes forever to arrive.

Great customer service and alway willing to help and very caring staff will definitely continue shopping

Worst insurance company ever. If you have a choice do not pick them!

Slow to no with receiving your mail order medicines

Over a week now and noone is answering calls.

Terrible company sends wrong medication

Thank you. You are great.

such nice people

The worst