Duane Reade Customer Service

User Reviews, Ratings and Comments

Duane Reade customer service is ranked #537 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.01 out of a possible 200 based upon 107 ratings. This score rates Duane Reade customer service and customer support as Disappointing.

NEGATIVE Comments

101 Negative Comments out of 107 Total Comments is 94.39%.

POSITIVE Comments

6 Positive Comments out of 107 Total Comments is 5.61%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Duane Reade

    Customer Service Scoreboard

    • 31.01 Overall Rating
      (out of 200 possible)
    • 101 negative comments (94.39%)
    • 6 positive comments (5.61%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.1 Issue Resolution
    • 2.5 Reachability
    • 2.9 Cancellation
    • 2.4 Friendliness
    • 2.8 Product Knowledge

Add your review!

Posted by C


been on hold now for 46 minutes - sill "more than three callers ahead of you"...
I get it that they may be busy...but seriously - saving money by being SOOOOOOOOOO short of staff that you cannot get a pharmacist?

Wow ... Duane Reade & Wallgreens have taken service to a never seen before level... well within the seventh circle... wow...

Posted by Anonymous


The pharmacy on 106th street and 3rd ave.
Is far too slow and rude ....
There is always an issue with the perscription and there is always one person behind the counter regardless of the line ....

Posted by Unreal


Duane Read by Walgreens
Store number 21350 at 383 w 31st street
New York New York 10001 on the new area of Penn station.
Lazy lazy lazy workers behind the counter. The line was so long for such a long period of time cuz people at the register couldn't decide on what they wanted or how to get it so rather than the two workers split the difference and tell the customers to step aside or one take the ones undecided taking forever and the other register person take the quick check outs so they can take the line down they didn't we are all just waiting there. They just stood there and finally when I went up the same one person was still trying to get what she wanted. She was playing on her phone while the guy behind the counter was just waiting for her. The woman who helped me was so incredibly slow. I said come on already you guys are so slow look at the line people are trying to make their trains here. Then she looked at me slowly took the receipt and deliberately went even slower. I had one drink item and she moved like slow motion. I have seen tutors move faster. Earlier, A man came in and looked at the line and said look at your line you guys need to get that down I can't even come in here. The woman who was taking up the line for the entire time mumbled something nasty as if she wasn't the problem. And that's the problem with not just New Yorkers they think the world revolves around them and the world should wait. It isn't right that a line of people have to wait cuz those two workers can't say you know what your gonna need to step aside for a minute while I take this line down, no instead they both stood there forever. No body cares, especially the workers. They need at least one person in there who knows how to move.

Posted by Charlotte


The store on 8th ave and w 34th St is a location where lack of being comfortable of getting your items. There was a woman screaming and shouting walking through different aisles . finally get in the line Walked past this person and she started with me. Yes I did shouted at het back using expletive language. But I felt apprehensive at that point. I understand the employees cannot do anything but there need to be some safety measure for customer from people like this.

Posted by Anonymous


I went to DR on York street and 79 in NYC. I bought something and came back 2 min later to return. First the cashier said if I just bought it - it was too soon to return. Then she asked for the receipt. I paid for with a card. I said I don't have receipt. Then the other cashier said - you didn't want the receipt. I said you asked if I wanted receipt and I said no. Then the first cashier said to me "It's on you - if you don't have a receipt" . I said no it's on you if you did not tell me if I did not opt for receipt, than I could not return. Then other customer said "you should take the receipt". I said I thought it was digital and I didn't want to waste paper. Now it's a four way discussion between myself and 2 cashiers and another customer. Then the cashier I bought it from said. "I will dig through the garbage. Now I am spending my day digging through the garbage. I said I was here 2 min ago - not sure how much garbage you have to dig thru. She found my receipt in about 5 seconds - then asked for a photo ID. This was an unbelievable state of occurrences that I had to go through to return an item.
I cannot understand why people who work here cannnot do a simple return, but rather tried to find reasons why I could not return. Terrible customer service. I would think in retail - returns are part of a job that occur fairly often. I was treated horribly for trying to return an item. Worst store ever. I am completely shocked at their reaction and their treatment of a customer.

Posted by Ladiibug


Horrible store leadership. Theft every single day. Favoritism . Non appreciation for leadership. Esm told me I was bugging before unprofessional. No hours for employees. District Manager Anna not interested in the store. Store Manager accusing managers of theft but allowing other team members to not do bag checks. Adjusting peoples hours that they got paid. Horrible store. Former Manger. Celling leaking broken bottom beer cases. Broken stuff around the store. Call outs like crazy. Racist will put the Hispanic people on the register. And accuse black people of stealing. Short registers, Heavy workload. They think it's ok to put up 20 Dollie's with 3 people on a shift. Disappearing staff on shifts. Shoplifters are threatening and hitting employees. Coolers to the right of the store are hitting 70. Degrees. Buttons not working for guests to receive items out the case!
Store manager Ivalyn and Lester are having a sexual relationship and harassing employees. Asking them if there pregnant and accusing them of stealing.

Posted by duane reade is soooooo bad


i hate duane reade phone service

Posted by Lily


I was at the DR located on 37th Ave Jackson Heights today. I bought a weight loss pill named "Zantrex" a few days ago but I didn't research well before buying it so I decided to return it today around 6:40ish. Then the employee named Shereen asked me for a state ID which I don't have. I showed her my passport saying that this is the only ID I have. Then she started asking me in a harsh voice " what's your status in this country?" Like is she a COP or some federal worker who needs to know my status. I told her why do you need to know that then she showed me the computer screen which is asking either a US or Canada ID. Then she was asking again "what's your status?" She could've just simply told me that she can't return it without a US ID. She has no right to ask me my status. She was being kind of racist.

Posted by Baily


Hello. I bought a weight loss pill named "Zantrex" a few days ago but I didn't research well before buying it so I decided to return it today around 6:40ish. Then the employee asked me for a state ID which I don't have. I showed her my passport saying that this is the only ID I have. Then she started asking me in a harsh voice " what's your status in this country?" Like is she a COP or some federal worker who needs to know my status. I told her why do you need to know that then she showed me the computer screen which is asking either a US or Canada ID. Then she was asking again "what's your status?" She could've just simply told me that she can't return it without a US ID. She has no right to ask me my status. She was being kind of racist.

Posted by Anonymous


I'm again at your 49 and 9 shop, in Manhattan and your employees telling me now that they don't have bags to take the recycling I brought...

Posted by Anonymous


I have been trying to call my nearest Duane Reade at 94 and Broadway, NY, NY 10025. where I get my medications from. I have called several times today and have been put on hold for almost 1/2 hours and no one comes on. I called at different times during the day and I am told that they are with another customer. I hold and hold and then get disconnected. This is not acceptable and totally disgraceful. I am a senior and need questions answered. What is happening that we can't get anyone on the phone.

Posted by Anonymous


I would like to bring your attention to my experience at Duane Reade on 50 th St and BroadwayNY, NY . I have been shopping at this store for several years and the quality of the staff has deteriorated to an un believeably low level. I see staff members on their cell phones and actually sleeping behind the counter as customers are trying to get their attention for assistance. I have noticed one employee whose name is Todd who is consistently busy and being helpful to customers. I have witnessed him coming to work and immediately straightening aisle as his fellow coworker sit by doing absolutely NOTHING. I watched for about 10 min (as I frequent this store )and am amazed at Todd's work ethnic In comparison to his coworker. How is it that one person is working and others are on their phones as customers are waiting for asistance? How do you run a business this way? The shelves are often messy and in some cases empty. I have watched this store go downhill as it seems it is poorly managed of late and things are only getting worse. I will be moving my prescription service elsewhere as of today. I have also noticed the amount of people stealing and no one ever says anything to them even when a police officer is there. This is an unsafe place to shop.

Posted by tina


Pls act on this asap and/or forward as appropriate

I am writing to you to draw your attention to a very deplorable practice your stores started practicing since last week, in particular your stores close to my place, a) E87 st Lexington av and b) E 86 and 1st av. both in New York. I buy a lot of items in those two stores, including soft bottled or canned drinks. I am an environmental consciouses person and therefore deposit a bag of empty bottles and cans here and there...
Sometimes it is very challenging as the machines that process recycling material in your stores are occupied by some individuals (not so much by homeless), depositing hundreds of containers and stores are tolerating. I asked the managers in both stores to introduce some sense making practices but they totally ignored my appeal.

In addition to it, they allow some greedy scavengers, such as is an Asian oldish woman, come directly to your stores with leaking bags put together with ropes into a huge caravans hardly passing through the entry door...also seeing roaches coming from those bags...and keeping the machine for themselves for hours...needless to say they never bought even a single bottle of drink in your stores...
Again, when I asked to do something about the hygienic conditions in your store, i.e. ugly blackish soft drinks spills on the entry doors and floors, I was totally ignored.

Yours stores should adopt the following:
a) limit the number of deposits, max for $6 -$8 per day;
those are already unchallenged policies by CVs and other smaller stores;
b) no carriages or colossal bags should be allowed to enter the stores, this can be done easily as you have now guards in your stores;
c) any violations of the stores, adopted to protect health and security of most (payable) customers, should follow with a permanent eviction from yours store. My favorite store Fair way in NY adopted such a policy, if somebody steals there even a candy is evicted for life from that store, and this really works.
d) new rules should be placed on the processing machines, with reference to pertinent legal recycling provisions, with necessary penalty violations, in English and Spanish, and in particular in Chinese (Mandarin and Cantonese). Do not envy that Chinese lady who recycles mostly in your stores $80-$120 per day!! ...she deserves it no matter how she gets a hold on the recycling material, however I do not want to be physically and hygienically threatened by her unchallenged behavior in your store, otherwise I will go to other places to shop.

You should realize that you are losing a lot of customers, why should they purchase something in your dirty soft drink glued stores, facing unhindered aggressive and arrogant recycling scavengers when they just want to deposit even 2 empty cans/bottles...

And you know what...the management of your stores instead of addressing the problem rationally on a legal basis, just placed an announcement on those machines..."remove a container", there is no container in those machines, I checked it myself several times, so a message is..."buy all soft drinks here but do not bother us with deposits refunds"
For such an attitude your stores can be penalized heavily, as some store were in California...so tell those "smartas" who invented this "genius" approach, it can be quite costly for your stores should a legal action is taken against them...the photos of those intelligence insulting announcements on the processing machines in your stores have been already taken!!

So, please do something, yes to recycle, yes in your stores as per NY bottle laws, but in a hygienic and in an amount reasonable containers...

Tina Titani ([email protected])

Posted by Anonymous


I'm filing this complaint as not only a Walgreens customer for years but also an employee as a pharm tech. The location 4714 16th ave. The Walgreens pharmacy manger is very rude. It's an overwhelming toxic environment.. When I first started working, There was not a day the pharmacy manger would not complain about his work, about the manger and about another pharmacist. He is a very miserable person. I feel as though working there it was a very unprofessional setting. The pharmacist was extremely rude. Team work was non existent. You would learn things pretty much yourself. For the pharmacy to run smoothly they should staff more people in the pharmacy..

Posted by Me


I called the DR at 94th street and Broadway in Manhattan about 2 pending prescriptions after not receiving them ( I have them delivered) --- the automated message said one was ready and the second was on order . In the past each had been delivered as it arrived.

I then was directed to talk to a pharmacist . After waiting 22 minutes and still being #2 , I hung up. I called back two more times ,was on hold for 18 minutes and when it was my turn ; I WAS DISCONNECTED ...... called back an hour later and after waiting 20 minutes, was again DISCONNECTED.

The next day I went to the store to pick up the first Rx ( which I was supposed to have started taking the day before) . The line for pickup
had 8 people waiting ---- only 1 person was handling prescriptions , the other two were processing people who were waiting for the Covid test ---- most of the people waiting for pick up were as frustrated as I.

When Walgreens closed in the neighborhood, my Rxs were sent to this DR --- maybe I should try the CVS from now in.

Posted by JMO


A cashier was waiting on a woman with no mask at the 1675 third Ave store in Manhattan this morning. The sign reminding customers to wear a mask is posted off on a side wall of the entry where no one sees it. And they do not enforce mask rules. Enter at your own peril. I politely asked the offending customer to put on a mask and I was laughed at. The cashier could have at least backed me up. I'm going to pursue this with the state and local governments. Also tried to call customer service and was on hold for at least a half hour. No answer. I doubt they have anyone working their "customer service" phones. I'm going back to CVS.

Posted by Jessie


Customers should not be harassed by cashiers for their email addresses, as I have been. Two DR employees--one at the register, the other moping around, pestered me to submit my email address after I refused to do so. NO ONE gets my email, I told them. They then tried to intimidate me by refusing future discounts or "rewards" crap. I often shop at certain online websites for bargains and discounts and don't need DR's "rewards" system especially since there's little of value in the store, often smell like mildew, and I seldom shop in DR. If the pestering harassing continues each time I step into a DR's I shall report to FTC, BBB, and Consumer Affairs.

Posted by Anonymous


D-R should have the flu vaccine on 9/21-20, but 3 stores within walking distance did not for a variety of pathetic unacceptable reasons. Shut your doors and drop. You're of no use.

Posted by Anonymous


As a longtime DR/Walgreens customer who literally spends hundreds there a week and who fills all the prescriptions there, I was literally followed by someone I later learned was a plainclothes security guard. He was so aggressive that I feared for my safety. When I reported this to an employee, she said he is a security guard and he is following me because I put items in my bag. I put my $50.00 purchase at the register after I paid for it. I had the cashier confirm I paid for the items. The employee's accusation made customers look at me. For this character defamation, I spoke to my friend, an attorney

Posted by Anonymous


I am a regular Duane Reade/ Walgreens customer. I will give you my photos ne number so that you can see just how much I spend at various locations, including the 8th Ave. Port my number Authority location, where I fill my prescriptions. In September 18, at about 5 :00 pm., I was followed so aggressively at the Port Authority location that I think I would be robbed and assaulted. U then reported this to a DR employee, but she said that man I as a plainclothes security guard who was following me because I put items in my bag. Everyone in the store looked at me because I was a thief. I then told her to follow me back to the clerk, a d he confirmed that I paid for the items that ain't put in my bag at the register. My cousin is an attorney. U am pursuing this in the courts

Posted by Miguel


Duane read in 1231 Madison avenue is a total disaster the lack of products compared to there chains is amazing the pharmacy is poorly stocked it always was pre covid and during covid, lack of attention to customer it is a pity but this is the reality, id not like to hop there

Posted by Sasi


I Went to Duane Reade store on 465 2nd Ave, New York, NY 10016, to buy some shampoos and tooth pastes. I found the store manager who was a lady and would not give me her name, very rude and dis-respectful. She behaved so improperly that I had to leave the store. I expect the corporate offices of "Duane Reade" to review, audit and monitor the behavior of their store managers and personnel carefully and clarify to them that if they do not respect and keep their customers happy, they could loose their business and ultimately their own jobs. Please monitor the personnel behavior through cameras and hire more customer friendly, patient and level headed store managers. Thank you

Posted by Jane


I went to the Duane Reade located on 100 Broadway in New York, on Thursday, September 19th. It was around 11:50am when I approached the register that Beverly G was attending cashier. The 2 items I had purchased totaled $2.88. I asked Beverly if she could advise the amount of points I had. She stated I had $2. I replied that I received an alert from Walgreens, that I had $3 and I showed her my walgreeens points through My wallet' on my iPhone. Beverly learned up against the wall and lithely said nothing. I repeated once again that my app says I have $3. She replied our system says you have $2 so that's what you have. I decided to just pay with my CC because her face and entire demeanor was just disgusting and a disgrace to customer service. I go to this store daily and have encountered her nasty presentation each time and watched how she assist other customers. She is not capable of being a CSR and should be put in thr back stocking shelves or unpacking boxes where no one can see her and vise versa. I spoke with the Supervisor Jesus whom stated he would definitely look into the matter. He offered a gift card and I rejected it as I wasn't looking for a bribe. CSR in face to face areas need to be inservices on character and professionalism. Beverly exemplifies neither. There are so many people that need work. If she hates her job which is what it seems like, let her leave or simply get rid of her.

Posted by Kim Sykes


I would like to know why when you use the Western Union kiosk at your store #14345 that you are asked how much money you are receiving when you are standing at the Western Union. I think that is very rude and it puts you at risk when other customers are standing around you listening to how much money you are picking up. I have been there a few times and been put through this. One day I came to pick up $40 from Western Union and there were 6 registers open and the store was packed with people and they told me that they did not have enough money in the drawer to complete my transaction. At the time I had a cast on my foot and asked to speak to a manager who told me the same thing. This issue definitely needs to be addressed.

Posted by Cannot Believe This Happened


Was just tracked through the Duane Reade located at 60 Spring St, New York, NY by undercover security while choosing two items to purchase. Didn't even realize he was tracking behind me until I went to stand in the line and I recognized him from the isle that I was previously in. And also from the isle before that. And the isle before that! I finally put two and two together since it was clear that the guy didn't have any items.

Here is the issue: I was the one Black person in a store FULL of others. And I was the one person he decided he needed to target for shadowing. Clearly his intentions were racially motivated and I am seriously offended.

I called the store manager because I was still fuming after walking home a couple blocks away, and the assistant manager Kaleema told me that everyone who comes into the store is considered a suspect. I asked her if everyone in the store is not considered a customer and she told me no, they are all considered suspects.

I am just appalled. She really said that! What the hell kind of society is this????

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Posted by Anonymous


Alexandra Lincifort, shift manager at store number 14169 located at 155 E. 34th St. in Manhattan was extremely helpful tonight in helping my daughter obtain a flu shot. Alexandra was professional, knowledgeable, and eager to make this a good experience from my daughter. She is an asset to your company. Zehava Schechter

Posted by PBJEater


There is a Duane Reade at 866 3rd Avenue. I would like to compliment the management there. Some time ago, I used to purchase Smuckers Uncrustables frozen Peanut Butter and Jelly Sandwiches. Unfortunately, they have not received any for a couple of months. I had spoken to the management requesting that they carry this once again since I work down the block and love to eat them. Within a week, they were back in the store. My hat goes off to you!

Posted by Edie


Syeda the best, highest rating for customer service!!!! She's the absolute I have ever had the pleasure of serving me.

Posted by Anonymous


The Best Duane Reade Pharmacy is at 80 Maiden Lane, New York, 10005. Pharmacy Department is the best. Irina Piscanova (I think that is her last name is spelled. She is the best pharmacist that I ever had. Explains all interactions, problems may encounter, etc. . I travel all the way from Brooklyn to this D/R to get my prescriptions, sundries, make-up, etc. Lucky for me, doctors are at Columbia Presbyterian and I just walk over to this D/R and get my meds. Friendly staff, helpful, professional. Been using this one since working down there and retired 3 years ago and sill come to this one. The managers and staff are always helpful. There is a Walgreen's in my neighborhood on Gates and Broadway but the attitudes and professionalism does not reach the level of D/R on Maiden Lane. Best Store Downtown Manhattan.

Posted by Anonymous


I want to let you know that I have the best pharmacist in town ( 322 8th Ave, his name is MohaMMED ALAM). He is courteous, knowlegeable and extremely helpful.

Posted by DUANE READE #14130


My name is Georgette Grigore and I am shoping at Store #14130 4 park ave ,for more than 10 yrs.
What make me shop here again and again is the profesional Manager Sebastian and the best associate Jullette Richardson.

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Posted by Anonymous


I'm an employee at a Duane Reade in Manhattan, NY and I have been trying to get in contact with the Human Resources department for almost an hour now. I have a concern of favouritism going on and feel like I have been being penalized for unnecessary. Penalized in the sense that I have been called into the office with one of my two female managers and spoken too (sometimes with an attitude) about things that are out of my control. I do not feel comfortable, I feel hounded on whenever they are around & also singled out when the store rules should apply to everyone, not just me because I'm new. I am respectful to the customers, I'm on time everyday, I'm dressed properly & I get along with all of my co-workers. I have tried to call the Listen Up Hotline & they suggested anonyminity but I don't understand the purpose of that because how would they be able to contact me with a possible solution? I did not voice my concerns to my manager/s for fear that I may lose my job but I am considering trying to be transferred to another store. Any help on this matter would be appreciated.

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