KH
Kirk Hilton
Jun 16, 2026
I called to have a prescription filled and was told they have the prescription but they were low on it and since I'm not loyal enough to them they would not fill it for me. First off, if that actually is a corporate policy, wouldn't it be way easier to just tell the patient you don't have it available? I'm sure corporate leadership would prefer that than telling someone they aren't consistently loyal enough? Secondly, what kind of policy prioritizes healthcare needs based on consistency of how frequently a person comes there...my healthcare needs are deprioritized over another person because I haven't filled as many prescriptions?
Just from a simple public relations perspective: I have a prescription. This is a pharmacy. I happen to live 5 minutes from this Smiths pharmacy and work close to the Costco pharmacy that is out of my prescription. Is this not a place of business?
Of course I'm looking for a pharmacy close to home that has my prescription when others do not have it. I also spend plenty of money on gas and groceries at this particular Smith's location.
Also being a healthcare provider myself, I was very surprised that when I pressed in a little more to understand what would determine the level of consistency that I would need to have to get my prescription filled there eventually, that I was met with such a lack of answers. Talk about tunnel vision. The tech repeated that the prescription could not be filled because I don't fill consistently enough with them and the tech took us right back into his circular logic, not being able to answer my specific question about what constitutes a consistent enough patient, and what that definition looks like for their policy. I asked for a manager.
To my surprise, the person who took the call next started right in on the same circular reasoning, now adding in that I'm not even a patient.
1). I'm definitely a patient .... I have a prescription. 2). My filled prescription records are right there with them. 3). After establishing that my profile and records are in fact there, I asked the question again; "What amount of time of filling prescriptions regularly puts me in the category of 'consistent'?"
Still no answer, which is quite disturbing as a policy alone, but on the principle of it all, it just felt very wrong in my book, and I began to wonder if they were arbitrarily determining who gets prescriptions filled. Some of my prescriptions only get filled once every 8 months to a year, and this person tried reasoning with me by arguing that I hadn't even filled anything within the last 6 months. "Is that the criteria?" Back to circular logic again saying I'm not consistent enough and others who come regularly have priority over me. 🤦🏼♂️
This led to more of the same tunnel vision, but this time the supervisor/pharmacist was quite upset at my questions (definitely raised his voice with a strong tone to it), telling me that I was just mad because I didn't like the answers I was being given.
I literally said "look, I can get a variation of the prescription that nearly every pharmacy carries, but I haven't gotten a single straight answer to how I can become a priority patient, because I do prefer this particular prescription."
I ended the call telling him I would work it out elsewhere with my primary care doctor, but good grief, this was absolutely ridiculous. Talk about a serious "wow", folks. I hope you can do better than this in the future, Smith's Pharmacy of Kaysville.