PATHETIC SERVICE

I am writing to formally lodge a complaint regarding the unsatisfactory service I have been receiving from your pharmacy at Wonderpark, Pretoria North, in relation to my chronic medication.

I was diagnosed with hypertension in December 2024 and was prescribed medication to be taken over a period of six months. I was advised that Clicks Pharmacy would load my prescription into your system and that I would receive an SMS reminder when my medication was due for refill. I was further informed that, upon completion of the form linked in the SMS, arrangements would be made for my medication to be delivered to my home.

Unfortunately, this has not been the case. Over the past four months, the process has been inconsistent and unreliable:

On some occasions, I do receive the SMS, complete the form as instructed, and receive a confirmation that my request has been submitted and delivery will be scheduled — but the delivery never happens.

On other occasions, I receive no SMS at all, leaving me with no choice but to visit the pharmacy in person.

When I do visit the pharmacy, I am subjected to long queues and poor service, which is both frustrating and concerning, especially for someone managing a chronic health condition.

This repeated inconvenience is unacceptable and undermines the trust patients place in your chronic medication program. As someone who depends on timely access to prescribed treatment, the lack of follow-through on your part poses a risk to my health and well-being.

I respectfully request the following:

An investigation into why my delivery requests have not been fulfilled.

A clear and reliable process for future deliveries, including confirmation of delivery dates.

Immediate corrective action to ensure I receive my remaining monthly prescriptions on time and without having to physically visit the pharmacy.

I hope that this matter will be taken seriously and addressed with urgency. I trust you will respond to this complaint and provide a resolution within the next 7 working days.