The Most Humiliating and Disgusting treatment by Dischems Dispensary staff to cover up their own incompetence, Negligence and Mistakes and trying to blame the customer

On Monday the 30th of May 2022 I called into Dischem Boksburg North to Order 2 Scripts for Delivery (I cannot remember the Ladies name that I spoke to) 1 script was a mix of Antibiotics etc. for a Middle Ear Infection, the 2nd Script was for Saxenda which my doctor Explained to me that 1 Months supply would be between R800-R900 including the Needles needed to inject the medication. The first time I Spoke to the Lady at Dischem She told me that my Script for the Saxenda would be close to R3000 and I told her that it is a mistake because that is not what my Doctor Explained to me, The lady then spoke to her Management and called me back and told me that the price is still nearly R3000 and I said to her to Please phone my Doctor to clear this up as there is conflicting information as I was told that my Supply for 1 Month would be no more than R900. So, the lady assisting me called my doctor, then called me back and said she had cleared it with my doctor and that I Would receive a box of Saxenda for 1 month’s supply. The following Day I received my Order of 1 Box of 3 X 6mg/ml Saxenda Pens and 10 X Needles and I paid R870 for this Medication. And started using the Medication for the Month of June, I finished 1 pen and Started using a second pen and still had 1 full pen on the 25th of June when I called in to Dischem Boksburg North to Reorder my Saxenda script for the Month of July 2022, I had the Same issue where they Kept telling me that my Script is close to R3000 and I argued and said its impossible when I received my previous of 1 Box of 3 X pens + Needles for R870 and I went back and forth with the Person on the Line and eventually she said I should come into the Dischem branch and bring my box with so they can see that I received the 3 pens for that price and they will check the barcodes. So Today the 26th of June 2022 I went to the Boksburg North Dischem to buy my medications and I was assisted by a Lady by the name of Thareen (As I was leaving She at first REFUSED to give me her name but I insisted and she eventually gave me her name and when I asked her to spell it she told me to spell it however I want) I told her I want to refill my Saxenda Script and again she told me its close to R3000 for the 3 Pens, So I took out my previous order with the 1 box of 3 Saxenda Pens, 1 is Empty as I used it, 1 Partially Used and 1 Still Unused as yet and showed her that I got this order for R870 as they can see on their system, so her quote of R3000 is impossible and she then tells me that a mistake was made, I was only supposed to receive 1 Pen for R800+ and then she worked out that I would only need 2 Pens for my July Script and not 3 pens. And told me 2 pens Would cost me Around R1700 excluding Needles and I argued with her saying this is not what my doctor explained to me she then went to speak to a so-called manager who told her that I must pay for the Extra Pens, or I must give it back. So, I refused, I said I will not be held liable for their mistake of giving me 2 Extra Pens and that I will not give them back or pay for the 2 apparent extra Pens as I already started using 1 and 1 was unused and according to me, I had already paid for the box of 3 X pens I received. The Manager Dean Barnard came out and I told him I will not pay for something I have already paid for and started using and I will not give it back and Dean Barnard took the 2 Pens away from me (1 Partially used and 1 still unused) and I told him that I will go to the CPA and report Him because he cannot hold me liable for their mistake, and he smirked at me and he was very obnoxious and condescending and told me to go ahead because they have done nothing wrong. He said on the paper I signed for 1 Pen, but it does not say that on the closed package I signed for at delivery. I received 1 box of 3 pens. I told him I want the pens back because according to me I have paid for them and after a back and forth I told him I want to take pictures of the pens he took from me and the box etc. and he refused to let me take pictures and rolled his eyes at me and said I am done with you, extremely rudely and walked away. And I told the other Pharmacists behind the counter I want to take photos for proof of what they have done, and they just kept saying there’s cameras which is incredibly Shady that they would not let me take photos of the pens they took from me. So, in essence They had expected me to pay Nearly R4000 to cover up the 2 Pens, they gave me by mistake plus the 2 Pens for my July Script as this is not covered by Medical and I would be paying cash out of pocket for this medication. Where I am supposed to only be paying a maximum of R900 for a month’s supply of this medication and Needles needed. So, Dean Barnard chose to try and cover up the dispensaries negligence and mistake and make me liable for their mistake and took my medication that according to me I had already paid for. They tried to get me to pay to cover up their incompetence and because I refused because I cannot afford to pay for Dischems mistake and negligence. Dean Barnard chose to take my medication to cover up their mistake, incompetence and negligence. and please note that 1 pen was already partially used and 1 was unused and regardless of if that 1 pen was unused both Pens belong to me as according to me, I paid for them. How was I supposed to know that 1 box of 3 Pens was incorrect, as 1 Box comes with 3 pens inside the box and according to me 3 X pens was my 1 months’ supply for R870? Since when is it the practice of such a massive retail chain stores to hold their customers liable for the incompetence and mistakes of their staff, why am I being degraded and humiliated to cover up the incompetence of the staff in the Dischem Boksburg North Dispensary? And when is it acceptable that Staff is so obscenely rude and treat customers so terribly and humiliate and embarrass customers In front of other customers on the store floor. I was so humiliated and embarrassed by the treatment of Dean Barnard and his condescending tone like he was talking to an idiot, yet it was his staff that made the mistake. Yet he treated me like I was some kind of ********, and I was in the wrong for their mistakes and Negligence. And the Longer I am without my Medication it means I will have to restart my treatment from the beginning. And Since When Has Dischem ever taken back used medication? Yet Dean Barnard felt entitled to take used medication from me, yet it is against Dischem policy? I feel completely violated and so humiliated to have been treated so Disgustingly in the middle of Dischem for the rest of the Customers to make a spectacle out of my humiliation and see the Disdain I was treated with by the Dischem Dispensary Staff. Dean Bernard and Thareen refused to take any responsibility of the mistake their store made and just made me scapegoat to cover the incompetence of the staff in the store. Trying to force to me to pay for goods I felt I have already paid for and eventually just taking it away. And flat out refusing to let me take photos of the situation and the pens he took from me just shows how ***** and Shady they behaved, they knew they were in the wrong and did not want me to have proof so Dean Bernard Dismissed me with an Eye Roll and “I’m Done with You” Like I am piece *******, in front of the entire dispensary and customers.

What type of training do you send your staff on for customer care?

I will be taking this further.