Mistreatment by staff member

Good day

I am writing to formally lay a complaint regarding a deeply upsetting and humiliating experience on Saturday, 19 April, between 14:30 and 15:15, at your Clicks Plattekloof Village Branch.

While attempting to collect my medication, I approached Mr. Mndediseni Qobotwana to check whether my doctor’s script had come through via email. After briefly checking, he informed me that it was not there. He then asked a colleague, Shamiema, to double-check, and she also said it wasn’t there. Without any further explanation, the two of them simply moved on to assist other customers, leaving me standing at the counter, completely dismissed and ignored, assuming I need to go home.

When I tried—calmly and respectfully—to ask Mr. Qobotwana whether I could purchase an over-the-counter option to help manage my chronic pain while I phone the doctor for the script, I was abruptly cut off and shouted at. He told me I wasn’t the only person in the pharmacy and raised his voice in such a way that it drew attention from other staff and customers. It escalated into a verbal exchange that should never have occurred. Mr. Qobotwana was condescending, and told me “I don’t care if you want to complain, go sit down”—as though I didn’t matter.

This was incredibly humiliating, especially as someone who frequents this branch and has always treated the staff with kindness and respect. I was left feeling small, embarrassed, close to tears, and overwhelmed. The script was eventually found in under two minutes by another staff member, Rushdien, which only made the entire ordeal more frustrating. Mr. Qobotwana appeared to change his attitude once the script was located, but by then the damage had been done. An apology is not enough to undo how I was treated—publicly and unjustly.

I do not take this lightly. I am requesting a formal meeting or call with someone who handles complaints, and I would like feedback on how this matter is going to be addressed. No customer deserves to be treated like this.

I appreciate your attention to this matter and look forward to your prompt response.

Sincerely, Robyn Connor