Worst service and customer care ever!

<p>Firstly, I would just like to say that I never complain, and this is my first complaint on Hello Peter, so that should say something!!</p> <p> </p> <p>On Thursday 9 June, my mum went to Clicks to fill out a prescription for medication for my 2 year old child. We are loyal customers of Clicks and always purchase our medication there. I have never had a problem at the other branches and I usually find all of the Clicks staff friendly and helpful. However, my mum went to this store, which is her closest branch. The total cost of the medication (this time! We spend a lot there!) was R1040.</p> <p> </p> <p>My mum dropped off the medication with me (I was at home with my sick child) and when I first opened his Orelox suspension antibiotic, I noticed that it was powdery and very thick - like syrup. I thought it was unusual but have no recollection of ever having been prescribed it before so, as the doctor ordered, I adminstered two doses (spaced apart) with a measured medicine s**** that day.</p> <p> </p> <p>The next morning, I adminstered his third dose after his breakfast and was surprised to see that the bottle was almost empty. I dropped off my little boy with my parents, who he would be staying with while I went to work and showed them what was left. My mum immediately commented on the consistency - that it didn't look right, and she said she would take it back to Clicks to query it - which she did later that morning.</p> <p> </p> <p>The service she received was not only disgusting, but the manner in which the situation was handled was appalling. The pharmacy - although they agreed that there probably wasn't even enough left in the bottle for one more dose - insisted that I must have given my child too much. In other words, instead of giving him 15ml, I must have given him over 40ml. My mum knows how meticulous I am - my child was born at 24 weeks and I have administered various medications to him for most of his life. I am perfectly aware of how to adminster accurately-measured medication to my child. For this reason, my mum defended me and said there is no ways I would have given him too much. The pharmacist staff were incredibly rude, demeaning and dismissive to her - my mum was told she would need to purchase another bottle of antibiotics although technically they would not be allowed to do that, as I would need a new prescription from my son's doctor. Eventually, when my mum calmly asked to speak to the pharmacy manager, the manager told her that there is no ways it could be their fault, that I must have administered the medication wrong and that the consistency of the medication is correct. She then WALKED AWAY without finishing the conversation or clearing up any concerns my mum had. My mother found this extremely humiliating - and infuriating - in front of other customers (some of which she knew through her business!).</p> <p> </p> <p>My mum phoned me in tears and told me what had happened. My immediate priority was to make sure my son had enough medication for the weekend (it was now Friday lunch time) and so I emailed our doctor and asked for another script. I received one. We went to another pharmacy and they made up another bottle of the SAME antibiotic - TOTALLY DIFFERENT CONSISTENCY. This one, I could actually pour from the bottle!</p> <p> </p> <p>I have taken photos which I would be happy to show Clicks - I have also kept the bottles. I would firstly like an apology to my mother for the awful way the staff treated her and secondly, I would like a refund, as I don't see why I should have to pay twice for one antibiotic that should have been dispensed correctly in the first place!</p> <p> </p> <p>Very, very disappointed in the service and hoping that Clicks will rectify this situation.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>