Pathetic service from the manager and his assistant

On Monday 3rd December I went to clicks Mall of the South. I got into the Clicks store just after 5pm. I was feeling a bit under the weather and I wanted to get over the counter medication. While there being assisted, I remembered that my prescription medication was finished and I still had one repeat left for me to collect at from the pharmacy. I asked the lady that was helping me to check if there’s indeed one repeat left and them give me the medication. The lady did not have a name take, but was wearing pharmacist assistant coat. I had flu and was straining my voice when speaking, so I could not speak loud. The lady told me that she could not find the profile the prescription was loaded on. She then told me I had too many profiles and that she has checked on all of them but could not find anything. She became a bit irritable when I told her that the prescription was loaded in October and she should be able to find it. She then asked where it was loaded and I said Randburg. I asked her to call Randburg Clicks but she did not have their contact number and I had to search for it and give it to her. She indeed called them and they confirmed that I am due to collect my medication and that they will email/fax her proof or copy of the script. We waited but that did not happen. She then asked me if I do not have the box of one of tablets that I collected in October so that she can see. I had to call my sister who then took pictures of the medication labels and sent to me but that did not help either. I ended up asking her why she wanted the pictures when it was clear that she was not going to help me even when she saw them. To me it seemed as if she was going to tell me she would be able to help me if had had the picture but because I didn’t have it, then she wouldn’t be able to. By this time I was getting very irritated and irate and I ended up telling her that I was now getting angry because first of all, I am straining my voice when talking, I was feeling dizzy and tired and I had to keep on repeating my ID number to her which I ended up asking for a pen to write it down. I ended up asking her to call Polokwane Cycad Clicks where I always take my meds and they were the last people to dispense my medication. She did and they also promised to send proof after they also confirmed that I am due for my medication. Seeing that it was about time for her to knock off, she then decided to relay my story to the manager/pharmacist. The manager/pharmacist did not have a name tag either or a coat on. The lady just told me she spoke to her manager and he will assist and then she left me at the counter. The manager came and passed me went to the other counter where he was assisting someone. The lady came back and told me to ask the manager to assist me but I told her that I was not going to beg for service from the manager. He knew he had to come and assist me but he decided to pass me like I was not there. The lady told me that she was about to knock off and I did not respond because clearly I was not important. By this time I had been standing for over an hour. She called the manager who came and did not greet me or ask me how he can help. he said something that made me remind him that he was the manager and if the lady failed to assist me he should be the one who tries to assist. He told me he was busy with another customer and I told him to go and I will wait like I have been waiting. I think he assisted 2 customers and then came to me and I had to start over explaining my story with the voice I did not have. He told me he could not hear me and that I need to speak up. Like, really!!! He opened his PC turned the screen and showed me 3 profiles with my name on them. He went through all the profiles one by one and the last transaction of my medication was not there. He then said he doesn’t know how to help and that he can’t give me the medication without a prescription. I told him that I know and understand but my prescription was taken at a clicks pharmacy and loaded on the system and that I was not going anywhere until it is found. I asked him to call Randburg again and they said the pharmacy staff have left already and that was just after 18:30. Then I asked him to call Polokwane and he did, now they wanted to send the script and he said Head Office took control over their pc and will not be able to receive faxes on it. And this was very amusing since we have been waiting for a fax/email on a pc that was being upgraded. This is what the lady that was assisting me said when she told me that she could not check telephone numbers when I first got to clicks. I had to give him my email address and ask them to email the screen shot to my email address and they did and I was finally assisted. I feel both the lady and the manager failed me. You cannot expect a customer to wait for 2 hours at a counter while you are arrogant and clear lacked professionalism. They were not empathetic with me and clearly not polite nor friendly towards me. I had to come up with ideas for them to assist me. The lady knew the PC was being upgraded, why did she ask them to email/fax her the proof? Did they think I would finally give up and leave? Is this what they do on a daily basis? The behaviour of the manager was very disgusting. For someone who is supposed to lead by example, he failed to do so. He even suggested that he sort the issue out the following morning and then contact me to come fetch the medication. After two hours of me waiting???? When I got home I realised that he did not give me everything that was he was supposed to the Locoid Cream is missing and I want it.