Bad Service Dischem Secunda

Dis-Chem SECUNDA. Very bad service. Every month a struggle to collect my chronic medicine because of long, long long queues. PHONE to collect, they drop the line every time while asking me to hold. Wait 6 minutes, they drop the line. Phone again, wait 4 minutes, again, they drop the line. Why such bad service in Secunda when the service of Dischem in Gauteng is up to standard?