Complaint – Mishandling of Vaccine at Clicks Pharmacy Celtis Ridge

On 26 August 2025, I purchased my child’s 9-month vaccine from Clicks Pharmacy Celtis Ridge at 1:30 PM for a 2:30 PM Unitas appointment. After waiting in the queue, the pharmacist dispensed the vaccine, briefly mentioned “ice pack,” but did not explain its purpose or that it was essential for storage. She then directed me to pay at the till.

After driving 20 minutes to Unitas, I was informed the vaccine was unusable because it had not been stored with an ice pack. On 27 August, I returned to the pharmacy to complain, return the spoiled vaccine, and request a replacement. I was told it was out of stock and that the matter would be escalated.

Since then, despite more than four in-person visits and follow-up calls, I have received no resolution. As of 10 September 2025, the issue remains unresolved.

I lost a vaccine worth R900 due to lack of clear instruction from the pharmacist, whose duty it is to explain medication handling and storage. I therefore request a replacement vaccine at no cost and a clear timeline for resolution.