The root-cause indeed...
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It was even starting to get bad when I worked at Rite Aid in the 90s. I was their pharmacist of the year in 1995, but left in the horrible debacle when Eckerds purchased the Rite Aids in North and South Carolina.
Rite Aid took the computers and all the records and then 2 weeks later sent us thousands of pages of paper records. We had to call the doctors offices for 90% of our refills. It was horrible!! Rite Aid originally sold to JC Pennys division Thrift Dr-g, Penny's then sold Thrift to Eckerd.
Rite Aid tried to nullify the deal, not wanting Eckerd to have the stores, but was too late. The employees were caught in their "pi----g match" I left retail totally done with the treatment from both companies