Avella of Deer Valley

Absolutely the worst customer service of any company that I have ever dealt with, which is saying a lot! Unfortunately I have a couple of specialty medicines that my insurance company says I have to get through them. In the approximately 8 months that I have had to deal with them I have had numerous problems with my orders. The majority of the times that I have had to get my medicine refilled there have been issues with the order. And normally when you call them you have to wait at least 20 minutes to be able to speak with someone. At least recently they have set it up where you can get a call back. Unfortunately I will have to call them on Monday to get my latest refill order corrected since they have once again messed up my order!

My insurance company provided me with the business for crutches. Called to see if they had any in stock. The number is for a specialty pharmacy so they directed me to call another number. The lady on the second call couldn’t understand English and told me to call my insurance company because they only have medications.

This pharmacy used to be my 'go to' place for my compounded medication. I used to be able to go to their Scottsdale location and pick up my Rx. Then they stopped supporting my medication there and I had to get it from an isolated location that can only ship. I had no choice but to do that. It worked well enough. I would've left them a few stars because the were at least meeting minimum expectations. But it got worse. I called to refill just recently and was told they stopped carrying my medication a couple months ago, and that entire class of medication - not just my specific combo. No notification ahead of time that they were going to terminate filling my script. No phone call. No email. No letter. They have all of these pieces of information but never bothered to let me know until I act

I would give them ZERO stars if possible. My wife and I have had nothing but trouble contacting, ordering meds, and getting tracking info. They love to put you on hold for 45+ minutes, and hang up on you. They also like to cancel or postpone shipments without telling you, even when it is VERY time sensitive medicine. I will NOT recommend this place to anyone. If that's who your insurance uses....my apologies. DO BETTER Avella.

Avella yet again made a serious error not even 2 months after their first serious error in June 2020. I was sent a progesterone in oil medication refill needed for the embryo transfer portion of my IVF without needles and syringes. The medication is prescribed for IM injection. Once again this occurred on the weekend when no one is available. Thankfully a local large animal store sells needles and syringes and I was able to get a supply so I would not miss doses of a time sensitive medication. Without this store I would have missed 3 doses of my medication. When I call today to speak to a supervisor in response to how this could happen was they have a lot of new people and wouldn’t necessarily know that the prescription needed to go along with needles and syringes. Pharmacist and pharmacy