Irmat Pharmacy

My acne medication is expensive (retails $ 635 for a tube that lasts 2 months) and there is no generic. Even with a Mfg. coupon (filling it at CVS) my insurance «co-​pay» was $ 235.
A Nurse at my dermatologist’s office suggested IRMAT in NYC. IRMAT’s price for the EXACT SAME PRESCRIPTION was $ 75, including 2 day fedex!
Granted, the first time they screwed up the order (as most reviews state.) After confirming both the prescription and credit card info, it just never shipped. It was listed in the patient portal but never got fillled or shipped. This seemed very odd/​random to me. ONE pleading phone call later to an IRMAT Rep, it arrived via FEDEX in 2 days. I am thrilled!
I’m not sure what the problem is with IRMAT’s prescription filling/​delivery system, why prescriptions seemingly get lost, don’t ship, and why the patient portal doesnt include tracking numbers. If they can figure this out to optimize te customer experience, they could be a 5-​star pharmacy with a lot more customers (nationwide). Despite the delay and stress, I am very thankful!

I wish I could give them zero stars. Their entire service is awful and they completely ignored my order until I called them FIVE times. I finally told them to cancel as CVS is much easier and they deliver! Stay away. This place needs to shut down.

My first time coming into this store and my first review on Unilocal.This review is for the store. This place is amazing!!! They have an amazing selection of nail polish and discounts! Who doesn’t love discounts! The workers are nice as well. Better then going to Duane Reade. They actually help you! I will defiantly be coming back!

All around terrible service — prescriptions never filled on time, have to wait around and then told incorrect information. Do not recommend.

This review is for the store front (not the pharmacy). Love this place — they have multiple higher-​end brands that are hard to find at other retailers. Great place for hair, nail, soap products. One of my favorite «boutique» drug stores. The staff is very friendly.

Poorly-​run.
Uninformed customer service representatives.
No follow-​up when issues arose.
Incorrect information given.
Unexplained delays.
Avoid this pharmacy at all costs.

Irmat Pharmacy is a nightmare. I ordered antibiotics from them online for my lyme disease, and they said they needed a refill slip from my doctor. I called 10 days later and they said «Oh, we got the refill slip 6 days ago but we didn’t send out your antibiotics, I don’t know why they didn’t ship out…» They said that they would ship them out that day and that they would get to me by Tuesday.
The next day all of my lyme disease symptoms came back, due to me not being on antibiotics for 10 days straight. I had to go to the ER with severe chest and abdomen pain and rigors.
It’s now Thursday of the following week and I still haven’t gotten the antibiotics, so I called them up again and they said that they NEVER shipped my antibiotics and that they still need the refill slip from my doctor. I asked how that could be when they told me they were shipping my antibiotics 6 days ago, and that they said they had received the refill slip 6 days before that. They said they were sorry, and didn’t know. So now 2 and a half weeks later, I still don’t have my antibiotics, and they’re still not even shipped.
AVOID THESE SCUMBAGS AT ALL COSTS! THEY HAVE NO IDEA WHAT THEY’RE DOING, GIVE YOU CONTRADICTORY STORIES, BLAME YOU INSTEAD OF TAKING RESPONSIBILITY, AND DON’T TAKE THE INITIATIVE TO SOLVE PROBLEMS.

Very rarely am I motivated to write a review on Unilocal.I only do it when I love or despise a place so much that I am motivated to act after either complete elation or complete agony.
Irmat Pharmacy is a complete disaster. Every month getting my prescription refilled is a multi-​day ordeal. Here is how it goes. I realize my Rx is running low maybe 3 – 5 days before I need a refill. I call the automated service. I enter my refill. I wait 2 – 3 days and hear nothing. I call them. They say they have no record of it. Then they take my information. I confirm my billing information then, because I don’t want to have to wait for a call-​back. Then a few more days go by, still no delivery. I call back again and generally on the third try I talk to an earnest and kind person who hears my tale and tries her hardest to get my prescription delivered that day. I’m pretty sure this is the same woman every month. I don’t know her name but she is the only competent person at this place for certain. This process repeats itself every month. Sometimes there are four or five phone calls involved. All with at least 20 minute wait periods. After I get my final delivery from them I am never giving them business again. The fact that this place stays in business with such horrific organization is an abomination. I will take my business to Duane Reade or CVS from now on, where I know my prescriptions will actually be refilled the first time I call.

I don’t even have the energy to detail all the issues. Almost 4 weeks to get my prescriptions. Well, I still haven’t received them, actually.

This group is in need of a Customer Service Seminar. Patient name was spelled incorrectly (twice), order was not processed, so delivery was not received. Customer Serivice unable to locate order in the system due to spelling errors. Customer Service rep finally located the order, only to let me know that her co-​worker never processed my order to «send it down for shipping». The supervisor of this crew needs to give themselves a «Does Not Meet» on their year-​end review!

Awful, awful, awful. The supposed «24-​hour turnaround time» is usually over 2 weeks. Their robots call you 3 times an hour and leave a voicemail every time when they want to get a hold of you. I wish I could find a dermatologist who used a real pharmacy but apparently there aren’t any. Fuck these guys.

Absolutely terrible customer service, but it’s not always the call centers fault. Instead they have awful systems in place. No one is talking with anyone else, the call center has zero autonomy and this the customer experience is deplorable. Called 6 times in the last 24 hours, after waiting for a week!!! For my meds. My doctors called twice and I still got the wrong prescription mailed to me. Do not use this service. I have a severe allergy so my doctor took a full hour to hear the ingredients of each prescription and after a week of waiting I still got the wrong one.
Buyer beware. Do not use.

This place has some of the worst customer service I’ve ever experienced. It’s supposed to be a convenient pharmacy for «busy New Yorkers,» where you can place a quick phone call and have your prescription waiting for you when you arrive home in the evening. That could not be farther from what I have experienced!
I’m now on my third refill of a prescription, and all three times I’ve gone through hell and back just trying to get my medicine. Most recently, I called on a Monday and was told it would be there Monday evening– it was not. I gave them Tuesday as a grace period, and called again on Wednesday. On Wednesday, I spent 10 minutes on hold, only to be told that they «just found it» and that it would be rushed out and there Wednesday evening. It was not. I gave them Thursday as a grace period, and called again on Friday. On Friday, I first waited on hold for 22 minutes. Then, I was told that my prescription order was not processed because I had only «authorized» them to charge $ 10 for it, and the price had risen to $ 35. Naturally, I was frustrated– not just with the price increase, but when were they planning to let me know this? I’ve been checking all week for a prescription order that was never processed. Were they just waiting for me to call? Why did it take 5 days for them to tell me about the price increase? The low level employee I was dealing with «agreed» with me that I should have been informed as soon as someone noticed. I asked to speak with a supervisor, and have now been on hold for 53 MORE minutes (and counting).
Edited to add that the low level employee did not even have the ability to transfer me to a supervisor– I had to go through a self-​proclaimed «middle man» who could then connect me to a supervisor. When I finally got to the supervisor– who could not have been older than 15– he was a broken record of «Yes ma’am, I understand your frustration.» He was utterly useless, and could not say anything besides that my prescription would be here «tomorrow». I told him I’d been hearing that all week. He’d then repeat «Yes ma’am, I understand your frustration.» I told him that I will not pay for the prescription– I should be compensated for my troubles. I had to explain to him what that means, and then he told me that he would have to transfer me to «another supervisor» who has the authority to handle payments. Absolutely unreal.
BEWARE OF THIS PHARMACY. Better to spend the 5 minutes popping into a Duane Reade or CVS on your way home. This is some of the worst customer service I have ever experienced.

So today my experience got even worse! Alex from IRMAT decided that he wanted to reply to my review I attempted to get a hold of him several times and a fail. I finally spoke with him a little while ago and as requested as for a refund. He was not trying to give me a refund for my prescription and was really rude, I caught him in lies several times. People shouldn’t work in customer service being so rude. I’m so upset that I will find a way to get a hold of the owners and tell them how horrible of a manager ALEx is. So frustrated all I want is my medications, and still hasnt got it for 2 weeks now.

If you say five times that you want the prescription for in-​store pick-​up it will be mailed. If you say repeatedly that you want it mailed and spell out your address again, it will not be mailed. If there’s any urgency to your medical needs, be careful.

As others before me have said, AVOID THIS PLACE LIKE THE PLAGUE!!!
Also something that has been said already — I wish I could give this place zero stars, because that would be more fitting. I hate writing bad reviews, but this business is terrible. I thought, «Oh, well maybe all these previous reviews are just the bad ones and no one is writing about the good stuff…» NO! It’s actually just that terrible. After an entire morning and more than 4 phone calls just to verify the shipping address and to try and get a receipt emailed to me, not only could they not verify the address, but also couldn’t send me a receipt with all the correct info — they straight up told me that the info on the receipt would be incorrect!!! What? Isn’t that what a receipt is — a piece of paper verifying the details of the transaction???
Without my consent, they decided that they were going to refund the charge and RE-​CHARGE me to try and get a different receipt to send me. And this was from the Customer Service Supervisor himself! This is the guy that’s supposed to be looking out of the customer! What the hell???
Not only did they confuse my address and were unable to send me a correct and valid receipt, they were going to recharge my account without me, the cardholder and patient, giving the ok to do so, which I find horrific in terms of business practice and just down right unbelievable. They also started to act like jerks when I would correct them and call them out on the above ridiculousness. Terrible customer service, terrible business procedures, terrible in general and overall.
I will NEVER use this pharmacy and I hope that other people heed this warning. I was referred here by my dermatologist because they said they would be able to get my skin meds for much cheaper than I was paying at my standard pharmacy. Bottom line is though, that if it seems too good to be true, it probably is. My skin meds are important and I’m in desperate need of them currently, but no way will I ever go through this pharmacy to get them — they are shady, and I can’t shake the feeling that this is all part of a scam or something.

I didn’t have any problems with my prescription shipment. I registered online, received email updates throughout the entire process. I did miss the call to pay and no one left a message, but I called the number back and paid with no problems. Order shipped out and received it 24 hours later. I’m pleased overall.

The service I have experienced at Irmat is almost comically bad. Almost. Except their negligence is directly affecting my health. I have tried (really tried!) to give them the benefit of the doubt, but their refill and delivery services, along with their communication efforts have proven to be essentially useless.
The same supervising technician and I have been communicating since last April. Refills are supposed to be automated, but every single refill has been late, and I have had to contact them for every refill. So I sent a reminder email last week. Here is an excerpt:
Sunday, Feb 1 — Me: Hi, I just wanted to verify that my next order will be arriving this week. Thank you.
Sunday,​Feb. 1 — Supervising Technician: It should be out from pharmacy tomorrow. Thank you.
Thursday, Feb. 5 — Me: Thank you. May I please get the tracking information?
I received no response and needed my refill by Feb. 7. When I received nothing in the mail, I sent this:
Saturday, Feb. 7 — Me: …I’m not going to get this in time, am I? I even helped you out and sent a reminder email — COME ON.
Later on, I received an apology, and my order was delivered today, but that was the last straw. This place, I’m sure/​I hope, means well, but they need to stop offering delivery service if they can’t handle it. Email service, too, for that matter.

This is a review purely for my experience with the delivery service/​online portion of Irmat. My dermatologist has a special deal with this pharmacy for lower copays, so I decided to give it a go. From appointment to delivery, one full week passed but that includes the Thanksgiving holiday.
The entire process works something like:
*Doctor sends Irmat Pharmacy the prescriptions.
*Irmat customer service calls you the next day.
*You miss the call and get a message about going online to enter delivery information.
*You go online and enter delivery information.
*Irmat customer service calls the next day to get payment information.
* You miss call and have to call the service back and wait on hold or request a call back.
*Drugs are delivered the following day (in Manhattan) in a brown lunch bag with «Pharmacy» written all over it.
My biggest peeve, other than the wait time, was that now my receptionist thinks I’m a weirdo who gets drugs delivered to the office. Irmat should really consider some more generic delivery materials. But I saved $ 25 bucks!

AVOID!!!
From reading the other reviews, I think almost everyone who uses the actual pharmacy has given this place 1 star. The actual store is fine, but their prescription filling service is HORRIBLE.
Alice W’s experience and other bad reviews pretty much in line with my frustrating experience. My doctor called in my prescription and told me Irmat would call the same day, but they didn’t contact me til two days later. When I gave them my insurance info, they said they’d call to setup a delivery of meds the same day. Another two days and they call me in the morning and said they’d deliver to my office by end of day. They immediately charged my credit card for the meds.
Around 4pm when nothing arrived, I called them and they said the delivery guy was delayed. An hour later, I called again and they said the delivery guy came to my office but that there wasn’t a mailroom, which is a complete LIE. Irmat said the presciptions were returned and would be waiting for me to pickup myself whenever I wanted or they could «re-​attempt» deliver. Yeah, the one that never happened in the first place.
I went out of my way to get downtown to Irmat the next day during my lunch break, and they said that it WASN’T filled. I had to spend 20 mins waiting and the incompetent girl at the counter tried to charge my card again! If I didn’t check my credit card the previous day, I would have ended up paying twice.
If your doctor tries to get you to fill with these guys, tell them that you’d rather have it called in to CVS or Duane Reade and avoid this headache and needless delay.