Shocking Customer Service

Yesterday I called the Clearwater branch of Dis-Chem to order a repeat prescription. I called at 09h30, was put through to the dispensary and was told someone would call me back later in the day. I tried again at 14h30 the same day and again was told someone call me later in the day. When I said I had called earlier on the Dis-Chem person said they tried calling but it went straight to voicemail. I had my phone on me all day as I was expecting a call from Dis-Chem. Why no message from Dis-Chem if it did go to voicemail. It is now the next day time 11h56 and still no call from Dis-Chem. Is this customer service? Is this how important the call is to Dis-Chem? Shocking service.