Poor Service from Clicks Group

After numerous complaints instore to Clicks Pharmacy, Howard Centre, Pinelands, Cape Town, and the continuous poor service my mother kept receiving she decided to contact Clicks Head Office to lay a complaint on the 9th January 2023 and spoke to a consultant by the name of Dylan.

She then received an automated response from Jade Antonio (Clicks complaint resolution team) stating the matter had been escalated to operational management and she would be contacted shortly with feedback.

On the 11th of January 2023, she received a call from the head pharmacist (Stewart) at Clicks Howard Centre, Pinelands, Cape Town, which she found was an unsympathetic apology with a "couldn't care less" attitude.

She responded later that day to the Complaints Resolution Team with the below email and has yet to receive any feedback thus far:

Dear Jade,

I received a call from Head Pharmacist (I think his surname was Stewart) from Clicks Pharmacy Howard Centre at 17.35pm which lasted for approximately 11m23 seconds.

He dumbfounded me with his unfelt, insincere “apology” He further insinuated that I handed my script in on a monthly basis!!!!!! This is not factual and is an insult as I have been a loyal customer to Clicks Pharmacy since its inception.

There was no positive feedback and when I asked him how he proposed to improve the service he had no answer and didn’t seem interested.

I would to place on record the following:

1) On the counter below it is advertised that it takes four hours to receive your collections order should you phone in for your medication. So why are they dispensing medication for collections 10 minutes prior to collection instead of serving the customers waiting in a queue for over 45 minutes without being seen to??? He stated that he was unaware of this procedure and would be taking the advertised vinyl down. 2) This has been an ongoing issue for numerous years but Clicks in Howard Centre has failed to deliver any form of decent service to its clients. 3) It seems that the only action Clicks has taken is to appoint a new head pharmacist i.e. Mohammed then Hari Howell, Niels to name a few which does not solve any problem. 4) It is impossible to order medication at times due to them hardly ever answering calls. The phone normally just rings. 5) The Pharmacists and assistants seem to be more interested in having personal conversations whilst customers sit / stand or eventually walk out due to the unprofessional work ethic. 6) There are numerous complaints - refer to Facebook / 531 Group posts regarding Clicks Pharmacy in Howard Centre poor service yet the service just seems to be deteriorating.

I will never put a foot in a Clicks store again and am now forced to find another pharmacy outside of the Pinelands area as I will not be humiliated by your employees.

It is a disgrace to the Clicks brand.

His insincere apology is not accepted.

Regards Wendy Cooper

*The overall service from Clicks is appalling from the Pharmacist to Customer Complaints and operational management as my mother has been a loyal customer for more than a decade.