No Compassion

I am beyond disgusted and upset by the treatment I received at Clicks Gallo Manor yesterday.

I went there as an emergency after fetching my son from school because I had a splitting headache that was rapidly turning into a migraine. I genuinely felt like I might pass out and knew I would not make it home without medication.

I waited in the queue for around 15 minutes while only two people were working in the medication section. When I saw one staff member become available, I approached her directly and explained that I urgently needed Nurofen Plus and needed to take it immediately because I felt faint.

Instead of showing any concern or compassion, she rolled her eyes at me and told me she would “call my number.” I explained again that I could not wait any longer, that I was about to pass out, and that I had my small child with me. She rolled her eyes again and very rudely began asking for my details and capturing them on the system while I stood there nearly in tears.

I understand that procedures exist, but there was absolutely no empathy, urgency, or basic human kindness shown. After finally processing everything, she placed the medication in a bag to be sent to the pay point, meaning I would still have to wait another 10–15 minutes before taking anything. I took two tablets out of the box because I desperately needed relief immediately, and she then scolded me and rudely told me I was “not allowed” to do that.

What should have happened was simple: “Please take two tablets, ma’am. Here is some water. I’ll help you as quickly as possible.”

That small act of compassion would have completely changed the experience. Instead, I was treated like an inconvenience rather than a customer in visible distress.

I left feeling humiliated, unsupported, and genuinely shocked by the complete lack of empathy shown by your staff member. Customer service is not only about following procedures — it is also about treating people with humanity, especially when they are clearly unwell.

This experience was unacceptable.