I have been at PillPack by Amazon for a while now, and Amazon being in the pharmacy and healthcare space is absolutely awful. Pillpack got purchased by Amazon, and it is absolutely disheartening to see what they have done to the company and to the healthcare space. I remember when I first joined the company people absolutely cared about the patients we had and their healthcare and making sure they got the medications they needed in these amazing little PillPacks, fast forward 7 years later after Amazon acquired the company and they have turned it into their warehouse business with metrics of performance and no longer caring about the patient, Amazon refers to them as customers, not patients and we no longer attempt to even help the patient in getting their medications, we will one dial prescriber offices and other pharmacies and just hang up if we do not get a call answered within minutes or if they have us wait we just tell the customer they have to do it themselves since we could not and we do not try more than once. They literally just bought the company to turn it into a pump to get as many customers as we can and push them through the door, and if they put up with our horrible and awful lackluster customer service, then we can add those sweet copay claims from insurance to the war chest of their massive gold pile that does not need to be bigger than it is.

The way managers treat us is absolutely horrendous and awful. They ask of us to be performing at 100% and do not dare be off task for more than 5 minutes, or you get notified and eventually written up. If you spend too much time after a call ends, you get warned and eventually written up. They want us to rush through customers and not take our time at all, and if there are mistakes, we just submit an event, and by now it just seems like it is cheaper to assume the risk that the customer will not sue us. As a phone agent, you are expected to always be on task and never off task. The constant queues are draining and god awful as they do not hire anymore people as people will leave right away as they typically get hired because they see the pay is absolutely not worth the crap they put us through. Then, if you are a chat agent, you are expected to handle two live customers at once, and they have decided to use bare-bones, minimal staff chat as they do not wish to lose their pharmacy accreditation with our phone times being so long and awful. The chat platform is super stressful and awful; there is a constant queue of customers who often times leave and rejoin as they think the platform is broken as they can never connect to an agent within 5 minutes, and I have queue times build up to 15-20 minutes easily. Then the forced expectation of having two customers at once is enforced, and if the managers notice you take a break to handle a complicated account, they will tell you to take two chats. Again, there is no excuse not to take two chats, and again, as I have said, Amazon assumes most customers will not sue us, and they are more willing to have us not correct mistakes and place the work all on the customers.

Morale is constantly low, supervisors have no power as the higher-ups force them to crack the whips at us, and the managers above the supervisors are constantly telling us to work harder and that if we do not, we can face termination, even though they cannot hire anyone to replace the few that stay. As I said, the new agents see the nightmare of working at Amazon and the stories of the warehouse being god-awful, which Amazon just adopted and applied to the pharmacy business. I have literally never felt so devalued as a human being; my life does not matter here, and the executives just want higher and higher profits no matter the cost. I am saying this as someone who has worked in other big chain pharmacies or grocery retailers with pharmacies. Amazon is the biggest nightmare I have worked for; I literally wake up in cold sweats and think, honestly, that life is not worth living this past year of working here with how they treat us. Then the workload has constantly risen higher and higher, and our pay has not changed. They claim the ability to work from home is a perk, but honestly, they just turn your home into a prison, and if you have children, they do not want you to interact with them at all and demand you make childcare arrangements. With the meager wage they pay us, most people would have nothing to pay their bills, given how expensive childcare is. TJ Parker and Elliot Cohen would always tell us we were in the business of changing customers' lives for the better. Well, that was a lie of changing for the better; if anything, Amazon and PillPack have made their lives worse and the employees' lives more awful, and they got their massive payout and said see you later, suckers. This job is so awful, and I literally leave each day drained, defeated, and destroyed. The managers and higher-ups wonder why no one wants to work here; well, no one wants to feel like a dog chained up to a desk in their own home. CVS SimpleDose's closing really gave the horrible giant more business that they should not get nor deserve, as the greed of Amazon is literally like a disease in the healthcare space and will just continue to degrade and worsen people's lives, and the workers will just be beaten into submissions and expected to be told thank you. If you are still reading this, I beg you, plead with you, do not let your family member use us as a pharmacy or anyone that you love because Amazon is the devil, and they will for sure continue to destroy the space of pharmacy and degrade the workers into being modern-day slaves and not care at the damage they inflicted on the many who have suffered from Amazon. Please do not use them for your prescription needs; go to someone else, I beg you; it is not worth it.