Negligence at Clicks Southdowns Pharmacy

Dear Clicks Customer Care,

I am writing to formally lodge a serious complaint regarding my experience at Clicks Southdowns on the morning of 3 April 2025

I visited the pharmacy to collect a prescribed medication called Beriglobin, which is a complex injection similar to a blood transfusion. During the collection, the pharmacist only asked if I had used injections before, to which I rep**** yes. However, at no point was I given any explanation about the medication—where to administer it, how to use it properly, or any precautions to take.

Upon arriving home, I noticed that the syringe was not a standard one, and the accompanying pamphlet was unclear on its usage. I attempted to research online but found no helpful videos. When I tried to open the syringe, the entire medication was released unintentionally, rendering it unusable.

I immediately called the pharmacy to report the issue and was asked to return to the store. When I arrived, I was shocked to find that even the pharmacists themselves were confused about how to use the syringe. They were watching an incorrect YouTube video in an attempt to figure it out. How can you expect patients to correctly administer medication that your own pharmacists do not even know how to use? This is completely unacceptable and highly irresponsible.

After some discussion, the store assured me that they would order a replacement and have it delivered to my home by 15:00. Throughout this process, I repeatedly asked for proper guidance on how to administer the medication, but no one could provide a clear answer. Instead, I was told to go to a hospital, where I might be charged for the administration.

By 15:00, the medication had still not arrived, so I called the store again. I was then informed that the store manager had stopped the medication from being delivered and had left for the day due to being sick—without any consideration for the fact that I am also a patient in need of medication. No one from the store even called me to inform me of this decision.

This experience has been completely unacceptable. If Clicks pharmacists cannot explain or administer certain medications, they should not be selling them. This negligence directly endangers patients' lives. It is deeply disappointing that while the store manager prioritized her own health, she showed no regard for mine as a paying customer in need of urgent medical assistance.

Due to this experience, I will never be using this store again. I expect a formal response addressing:

Why pharmacists at Clicks Southdowns are selling medication they do not understand.

How Clicks expects patients to administer medication that even its pharmacists cannot explain.

Why I was not informed that my medication was not being delivered as promised.

What steps Clicks will take to prevent such incidents from happening again.

This matter is extremely serious, and I demand urgent resolution. I look forward to your immediate response.