APPALLING SERVICE & TURNAROUND TIME

On 2 July 2020, I underwent a COVID 19 test at Dis-Chem Pharmacies at BluBird, Atholl Oaklands and was advised that I would receive my results in 3-5 days. I was potentially exposed to someone who had the virus and started displaying symptoms of the virus about 2 days before I was tested.

I decided to get tested at Dischem as their website stated that they had partnered with LancetLaboratories and I know someone who works there so I trusted that I would receive my results in a timely manner.

On Tuesday, 7 July 2020, I tried to call Dischem and after 30 minutes I was finally connected to someone who told me that my name is not on their system/database.

I decided to drive through to the Dis-Chem that I was tested at to see if the nurses there could provide me with any insight as to why my name was not coming up when it was being searched and was then advised that they were partnered with Toga Labs (a company I had never heard of). The nurse provided me with their contact details and then the fun began.

I have been trying to get hold of this lab for 3 days. Their phones keep disconnecting or it just rings and rings. I have called every lab of theirs in the country and not one of the labs have answered the phones.

This morning, 9 July 2020, I was finally connected to a woman who works in the finance department at these labs who advised me that she was not authorized to provide me with my results. She gave me an email address in order to send my query which I duly did. I have not received a response yet.

I decided that the only way I was going to get anywhere was to drive through to the actual location of the lab. The 30 minute drive had me fuming. When I arrived, they had a HUGE sign outside saying that a person would receive their results in 72 hours. I chuckled.

The security guard outside advised me that no one is allowed into the office and that I must write my name and ID on a piece of paper and the lady at the front desk would search my information.

After about 5 minutes, this woman walks out and says that my test has not yet been conducted and therefore my results are not available yet. She then proceeded to LIE to my face and say that they’re overloaded because Lancet Laboratories had been closed due to an active COVID 19 case. (I know this is a lie because my friend works at Lancet and they are most definitely NOT closed).

I have now been waiting for my test results for 7 days and I am no closer to receiving them. This is an absolute joke and Dis-Chem should really reconsider who they partner with. This is a disgrace and the service is appalling!