Professional Misconduct & Poor Service – Clicks Kerk Street (Johannesburg)

I am writing to formally lodge a complaint regarding the unacceptable service I received at the Clicks Pharmacy on Kerk Street, Johannesburg, yesterday at approximately 16:30.

I presented a prescription for 24 tablets. I was initially refused service and told I must purchase a full box of 30, despite only requiring 24. The assistant informed me this was a "rule" and suggested I walk to another Clicks branch, despite the urgency of my medication.

The core issues of my complaint are as follows:

Contradictory Information: After being told the blister pack could not be cut, the pharmacist eventually provided the 24 tablets after an hour-long delay, proving the initial refusal was baseless.

Lack of Professionalism: I was made to wait 20 minutes while the assistant was on a call, with no updates or urgency shown regarding my situation.

Zero Accountability: Neither the assistant nor the pharmacist Mphasi Rakosa offered an apology for the delay or the conflicting instructions.

Consequential Impact: This unnecessary ordeal caused me to miss my bus, resulting in me arriving home significantly late and distressed.

Required Actions:

I demand a formal letter of apology from the Responsible Pharmacist, Ms. Mphasi Rakosa.

I request that this matter be formally investigated and that the staff members involved be held accountable for their lack of empathy and professional conduct.

I look forward to your feedback regarding how this will be rectified.