Apathy at Clicks Kenilworth Centre

I collect my diabetic and heart medication from Clicks Pharmacy in Kenilworth Centre Cape Town. On several occasions when collecting my medication I have been informed that one or other item is not available, that they would order it and inform me when to collect it. My remonstrations that this unfair practice of having to return at my own expense and inconvenience, have unfortunately been met with apathy. I have also been informed on these occasions, without the slightest concern, that they do not have a delivery service and that I would have to return and collect. My further complaint that since I am on their pre-package system, consequently receiving SMS notifications to collect my medications, that they are hence aware of my medication requirements and should stock all my medication before I have to collect it. This logical reasoning was equally met with excuses and indifference.

Clicks Pharmacy has a service system that is objectively fair. I surmised that the system worked on a first-come-first-serve basis across all service points. Today however, I was made to wait for at least 20 minutes whilst customers arriving after me, enjoyed service ahead of me. When I approached the managing Pharmacist for relief, he abruptly explained that: 1. the system allows three streams and 2. that I must wait in my service stream until I am being called up. Shortly thereafter I was summoned to.a service point where the assistant has immediately before, visibly been busy with other duties and thereby ignoring his stream of customers. It appeared to me that the 3 streams were allocated to 3 different service points with the result that if a service point is not manned, that particular customer stream comes to a standstill. As I have said previously: the responsible assistant appeared, in full view of everyone, to be hard at work packing medical supplies behind the counter. This is objectively unfair.

When I confronted the assistant with this, he became facetious.

I am retired, diabetic with a heart condition to boot. I do not expect special treatment, simply fair and polite service. I refuse to be treated like a 2nd class customer that simply has to shut-up and wait in the face of demonstrable unfairness.

In conclusion, it is safe to assume that most people visiting a pharmacy do so when not in the best of health. This occasions stress and anxiety. What I would expect is compassion and empathy for the customer. Not apathy and unhelpful shrugging of the shoulders. The management and staff at Clicks Kenilworth Centre must be made to understand that they are not doing their customers a favour but providing an essential service to people in need.