A Dismal Experience: A Cry for Improvement in Customer Service

The unprofessionalism, false promises, and ignorance of Clicks Westgate are incomprehensible! I note that the scarcity of Omnitrope isn't their fault but them following up on their promises of 'we'll inform you', we'll give you an update once we get it', and 'we'll come back to you' are completely nonexistent.

For the past 2 years, I've been dealing with :

1, Sharon 2. Some guy (who is supposedly a pharmacy manager with an African name) has no customer centric approach, no disregard for mere customer/client service,, zero respect or politeness when chatting with customers. He went AWOL on tons of promises to call back,

3. and I was told by Sarah' that he went into ICU hence, no call back was done in 2 weeks.

Sharon helped me (a year ago, to be more specific), after I also asked her to acknowledge the treatment or lack of client politeness in the handling of how her staff didn't assist me as she only focused on what their policies are. Nonetheless..

The male manager did nothing at all. Literally, NOTHING!.

Wait, there was another white male (Mbali the pregnancy pharmacist at the time, around March 2023), is a witness to this conversation) who literally said they won't take my son's script as an image or jpg but require the actual copy as it's law - no email must be sent to them!!! I asked why their online services allow us to preorder online and upload scripts, why their pharmacy allows scripts to be sent via email, and why there is an email address noted at every counter? He wasn't able to answer me. Rudely, he said: I don't know why but we want the actual script. This was after 1 year 6 months of getting the same injection, from the same pharmacy via the uploading online route.

Back to my current struggle - Sarah tried to help and even responded to emails two weeks ago. What makes me so disgruntled is that she told me that she'd update me should they deliver my son's medication since we're already OUT, but she didn't. (apparently its not there).

I call the pharmacy now, explain my issue, and ask them to have her call me on the update. She calls and just says 'heard you wanted to talk to me' . I get that she deals with a lot of clients, but after giving my ID no, medication name, cell number, and story summary, does it make sense for one to call and treat this as a new call back request, or am I crazy?

I reiterated, she checked and said no, we have nothing. I then give her a number of the distributor that informed me 2 hours ago and ask her to call. She took the number, I'm not sure if she'll come back or not. The lives we live!

I get that it's not their family members who are out of medication, but what happened to humanity and serving with significance?

I will be moving to Dischem rather than CLICKS, which truly disappointed me!

And they're very good at making it seem like you're asking for a favor while I'm paying an arm and a leg for a medical aid plan that caters to the expensive injections, which in turn helps boost their medicine sales!

The distaste of these two years with this pharmacy makes Clicks a completely a non-customer-focused company. I know they won't do anything, but I'll definitely share this with anyone who is willing to listen!

In the era of cut-throat competition, customers seek not only a product but an unforgettable experience that resonates long after the transaction. Sadly, this was far from the case during the majority of my experiences and transactions with Clicks West Gate Mall.