Disgraceful disrespect from agent Gloria — Management call back & QA investigation required

Yesterday, pharmacist Elizabeth provided fantastic service regarding an important dosage change on my chronic medication, agreeing we would both confirm with my doctor and follow up today. Today morning, I spoke to Victoria and advise Elizabeth was on another call and will send her email for call back. Afternoon my call was answered at 16:18 PM by an agent named Gloria. What followed was hands-down the most appalling, aggressive, and disrespectful customer service experience I have ever had. From the start, Gloria was uninterested and rude during security checks. When she said Elizabeth was unavailable until tomorrow, I expressed my frustration and stated this was my last attempt to resolve it today. At that point, Gloria completely lost control . She spoke over me, yelled "nna ka mojampela", and aggressively berated me for asking for Elizabeth instead of her. She literally mopped the floor with me as a customer. When I asked to be transferred to someone who could actually assist without feeling "jumpeled," she threw me back on hold indefinitely. Having worked as a call centre agent and now working as a Corporate Trainer, I am thoroughly shocked. Does Pharmacy Direct even have a Quality Assurance (QA) department monitoring client services? The total lack of basic call etiquette, emotional control, and compliance displayed by Gloria is indefensible. Pharmacy Direct already has a known reputation for poor service and repeated delivery issues, but today’s hostility was a breaking point. I am actively considering cancelling my services with Pharmacy Direct entirely. The ONLY saving grace was pharmacist Jason, who took the call at 16:32 PM and did his absolute best to resolve my issue professionally. I demand an urgent call-back from a Senior Customer Service Manager regarding this incident. I expect management to pull and listen to the 16:18 PM call recording, initiate a formal QA investigation into Gloria's conduct, and provide feedback on how this is being addressed.

Regards Soneni Ndlovu