Terrible experience

I am writing this email to formally express my extreme dissatisfaction, anger, and disappointment regarding the disgraceful level of service I received at your Jabulani Mall branch. What I experienced can only be described as negligent, inefficient, and completely unacceptable, especially for a pharmacy that deals with sick and vulnerable customers. I was in severe pain and urgently needed my medication. I was instructed to ask my doctor to send my prescription directly to the store. My doctor did so immediately, yet I was forced to wait more than 30 minutes for your staff to “receive” it. This delay was unreasonable and unnecessary. During this entire ordeal, I was left standing and waiting without proper updates, empathy, or urgency. The only staff member who showed any professionalism was Cynthia, and I would like to acknowledge her patience and willingness to assist. Without her, the situation would have been even worse. However, her manager’s conduct was shocking. Despite my repeated complaints and clear physical discomfort, the manager appeared completely uninterested, dismissive, and unwilling to take responsibility. There was no attempt to resolve the matter, no sense of leadership, and absolutely no concern for my wellbeing. After more than an hour of waiting, I was then told that my doctor was “not on file.” This excuse was unacceptable and misleading. When I contacted my doctor, she was equally shocked, as she had already sent the prescription. This clearly reflects incompetence and poor internal systems at your branch. Due to your staff’s failure to assist me, my doctor advised me to go to Clicks. At Clicks, I was assisted immediately and professionally, without delays, excuses, or unnecessary complications. This only highlighted how poorly your branch is managed. What should have been a simple, efficient process turned into a painful, exhausting, and humiliating experience. No customer—especially one who is unwell—should ever be treated this way. Your service did not just inconvenience me; it caused physical distress and emotional frustration. This is, without question, the worst customer service experience I have ever had in a retail or healthcare environment. I have lost confidence in your ability to provide basic pharmaceutical services, and I will seriously reconsider supporting your brand in the future. I expect this complaint to be investigated thoroughly and for appropriate action to be taken against those responsible. I also expect a formal response explaining how this branch intends to improve its systems, management, and customer care. If this matter is ignored, I will have no choice but to escalate it further. I look forward to your urgent response.