Heart Broken

Good day

I have never been so hurt ever in my life.

I am a very loyal customer of Dischem because I collect all my repeated medications from them. Every month, I collect four scripts from Dischem.

However, the service I received today from the Pharmacy manager broke my heart. I was not only treated rudely, but she also accused me of something I didn't do.

Attached is a mixture my husband uses for his skull. I sent a message through the Dischem WhatsApp line asking them to prepare it for me. I would pick it up when it was ready. Despite the fact that the mixture was done on the 30th of August, I only collected it after 13:00 on Saturday, September 2nd. When I collected the packet, the lady that assisted me simply handed it over to me, I signed, and we left.

I saw that the cream wasn't normal on Monday morning when my husband wanted to use it, as you can see from the attached picture. When I took the cream on Wednesday, I put it in the boot of the car, hoping that I would have time at work to go to Dischem La Lucia. However, I couldn't, so I left it in the boot and only took it out today when I went to Dischem to show them.

The pharmacy manager said “ We can do a new cream for you but you will be charged the full price “ I asked but why? She said “ Because you placed the cream in the fridge” I told her I didn’t put the cream in the fridge. Manager at pharmacy: I can feel it the container that it was in the fridge. Me : My husband has been using this cream for 5 months now, but I didn’t place it in the fridge. Why should I place this one in the fridge, while my husband has been using this cream for 5 months? Possibly it feels cold because it has been in the boot since yesterday. Manager at pharmacy: We don't cover storage, so that's why the cream looks like that. Me : it was already like that when I placed it in the boot. Manager at pharmacy: Why is the container cold when it wasn't refrigerated?

We paid so much for my husband's script on its own that now we have to pay for something that is messed up. I asked her to inform my husband that he would have to pay full price. As she talked with hubby, she continued to tell him that the cream was in the refrigerator and in the boot.

My question was whether the cream was mixed incorrectly, and she rep**** that no, it wasn't, and the pharmacist wouldn't have given you a ruined mixture because she checked it. However, it wasn't checked, I was handed it straight from the shelf. Rather than offering half price to me, she just said what are you going to do. Her response was that she would investigate and check the cameras.

The fact that we have to pay for a new cream does not hurt me, but the fact that she accused us of ruining the cream by placing it in the fridge and the boot hurts me.

I am not sending this complaint mail for myself but for the next customer who will have the same problem to not receive the same treatment as I did today. I work 12.5km from La Lucia in total that’s 25km I wasted going to La Lucia to receive such serve. I couldn’t even continue with other things I had planned to do because I was so hurt.

Hope to receive feedback from you soon 😢