Horrible customer service, lack of accountability and non apologetic! DO NOT SHOP THERE GO TO CLICKS

Item: Van Heerdens Pharmacy
Rating: 1
Author: Akhona M

I visited the pharmacy for some remedies and took some med lemon which was placed at the bottom of the shelf and marked at R36.90. I proceeded to the till and the item was rung at R79… I was shocked and notified the cashier who I went to the shelf with and she told me that they “probably” placed the label at the wrong place. A rude floor manager (Setha) came and said that probably someone moved the price and item and that I would never be given that item so cheaply (this without even looking at me). I asked the cashier for her name for reference, which she refused and said that I should wait for the manager. I waited and the manager never came and told (Setha) that I must just pay the scanned price or leave. I asked for this manager’s details and Setha just pointed me to the dispensary area. I waited and spoke to the responsible pharmacist and told me that it was not their fault and that people can move prices and items and that I should have checked the barcodes. I asked for the responsible pharmacists name and she with attitude asked why I wanted her name? I told her that I was going to use it as reference and she just said “Blanche”. How long would we have to spend in a shop to make sure that merchandisers and shop assistants placed items in the correct place? How is it MY job as a customer to check whether the item was placed correctly? For your information, there were only two prices there. One in front of the cherry flavoured med lemon at R42… one in front of the pack I took and none at the far right end. My rights as the customer, indicate that the price I see is the price I will get but I was not afforded this at your pharmacy for a gaffe on your end. Not once was someone apologetic for that but I was treated like non-being. I am appalled by the lack of respect and customer service at your pharmacy. THE RESPONSE FROM CLARICE CUSTOMER SERVICE " We have completed the investigation on the formal complaint received on the 10th August 2017 with regards to Med Lemon Pricing. Herewith the feedback in writing as per your request: - The photo taken and submitted by yourself did have Med Lemon 18 sachets on the shelve; - The price below the item did indicate R36.90 – however – not only the price was displayed, but also the description – left of the pricing the size is indicated, namely 8 sachets; - Upon investigation the employee involved did confirm that they placed some of the Med Lemon 8 sachets at the point of sale for easy access by customers; - The Med lemon 8 sachets on the shelve was sold out and unfortunately the Med Lemon 18 Sachets (1 box) was placed above the Med Lemon 8 sachet price; - Such wrong placements can be done by customers placing a product back on the shelve and that is why the barcode does not only indicate the price, but also the description and quantity of the product; - I have attached the correction photo (as you did request feedback on how we have corrected it) – we did replace the Med Lemon 8 sachets on the shelve and moved the one misplaced Med Lemon 18 sachets behind the other Med Lemon 18 sachets (1 box). The price of the Med Lemon 18 sachets is also indicated on the shelve – a correction we made. - I did confirm with the pharmacy – you did not purchase any item and opted to leave the Med Lemon 18 sachets upon being informed that the cost is R79. - I did speak to both the pharmacist and the employee concerned with regards to your experience of their service and how you felt after that they didn’t apologise. We do strive to deliver excellent customer service and do appreciate the feedback you provided. We trust that the matter is resolved. Kind Regards, Clarice " Pathetic response and blaming customers. I, my family and friends will never set foot at that pharmarcy.

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