Prolonged Failure to Dispense Chronic Schedule Medication, Misrepresentation, and Poor Customer Service

Dear Management,

I am writing to lodge a formal and serious complaint regarding the ongoing failure of Clicks Atlasville to properly manage and dispense my chronic medication, as well as the consistently poor level of customer service I have received over several months.

Background and Timeline Since December, I have experienced the same issue every single month when attempting to collect my prescribed medication. Pharmacy staff repeatedly claim that they have not received the original prescription from my doctor, yet they dispense other medications from that very same prescription without issue. The only medication consistently withheld is my Schedule 5 medication (Librax). This contradiction alone raises serious concerns regarding internal controls, prescription handling, and professional responsibility.

Failure to Follow Up Despite Assurances On multiple occasions, I was explicitly advised by pharmacy staff that: • They would contact my doctor’s rooms directly • They took down my doctor’s details • They assured me the matter would be followed up and resolved Despite these assurances: • No follow up was ever done • I was never contacted with feedback or an update • The issue was allowed to continue month after month without resolution

In February, I once again collected some of my medication, and at no point was I informed that there was still allegedly an issue with my Schedule 5 prescription. This omission alone is unacceptable, as it deprived me of the opportunity to address the matter timeously.

Incident at the Pharmacy – Unacceptable Conduct When I returned again to collect my medication and finally questioned why Librax was still not dispensed, the pharmacist stated that she had “a line of customers” and therefore could not follow up with each client who has an issue.

This response is completely unacceptable and contradictory, considering that: • My doctor’s details were previously taken • I was clearly told that follow up would occur • The issue impacted a controlled chronic medication

I was further told that they were “doing me a favour” by dispensing Nexium, as it is not Schedule 5, while refusing to dispense Librax — despite the fact that I have a copy of my prescription, which has now suddenly been deemed unacceptable without prior communication or explanation.

Pattern of Poor Service, Not an Isolated Incident The manner in which I was treated was dismissive, defensive, and unprofessional, with responsibility constantly being shifted onto the customer. While I was standing at the pharmacy, another customer experienced the same issue and was simply told to return to the doctor for a new prescription, again without any meaningful assistance or accountability from the pharmacy. This strongly suggests that this is not an isolated incident, but rather a systemic service issue at this branch.

Health Risk and Financial Impact Failure to dispense essential chronic medication — particularly Schedule medication — places patients at real medical risk. Being unable to take prescribed medication can worsen existing conditions and may require additional medical intervention or hospital visits.

This leads me to ask a very serious question: Will Clicks be responsible for covering the costs of additional doctor or hospital visits if a patient is forced to seek medical treatment due to not receiving prescribed medication as a result of failures on the pharmacy’s side? Patients should not suffer health consequences, emotional distress, or financial burden due to poor procedures, lack of follow up, or dismissive customer service.

Summary of Key Concerns • Repeated failure over several months to dispense chronic Schedule 5 medication • Contradictory dispensing of medications from the same prescription • Assurances of follow up that were never honored • Poor communication and lack of transparency • Rude, dismissive, and unprofessional conduct by pharmacy staff • Health risks caused by interrupted treatment • Potential additional medical costs incurred by the patient

Required Action This situation cannot continue. I formally request that: 1. Clicks management contact me directly as a matter of urgency 2. An investigation be conducted into the procedures and conduct at the Atlasville branch 3. Clear accountability be established regarding prescription handling and customer communication 4. Steps be taken to ensure that no patient is left without essential medication due to internal failures

I expect a prompt and meaningful response, as the impact of this matter goes far beyond inconvenience — it directly affects patient health and wellbeing.