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Dear Reader,
Greetings of the day
An incident I want to bring to your notice which I encountered yesterday at SVP hospital 3rd floor pharmacy.
I had an follow up appointment with one of the doctors there as I went through a CIRCUMCISION SURGERY on 3rd of January 2020. Post and during the surgery what all proscriptions were advised by doctor, my dad procured from the hospital's registered APOLLO pharmacy as we have always thought out trusted the name APOLLO as a honest well served brand to us. We were told that hospital has and pharmacy has a return policy of the proscriptions if not used and if they were not damaged which sounded good to us. If I'm not wrong we did purchase of all the prescriptions from different different pharmacies in the hospital worth 4 to 5k.
Post surgery we were left with few injections, syringes and may be few easy fix adhesive bandages which I wanted to return to the pharmacy (on 3rd floor) hence I visited the pharmacy in the morning post getting my check up done with the doctor at around 0930hrs yesterday. I saw a queue of patients there so I stood in there for 15 to 20 minutes waiting for turn. Once I reached the counter I encountered the lady MS.RENU who denied to assist me without any reason and started to assist others who were standing behind me in the queue. I couldn't understand why she did that and requested her to assist me as I was standing there with 9 stitches which was highly uncomfortable to me. After my 2nd request MS.RENU started talking rudely to me and mentioned words as per following in very high and loud tone;
- Don't you understand if I said once that I can't help you now with regards to return of prescriptions as I'm busy
- If you are feeling uncomfortable standing go and seat there on the chair there and will assist you once I'm free
- I'm supposed to help the other patients who are standing in queue
- I don't have any other staff to help me and I'm alone so you have to wait
- If you want to compliment someone go do it
There in one of her colleague (I'm unaware of his name) walked in and mentioned that return timing are different by showing some random picture in his phone to which I asked how a customer will know about the timings when it's not mentioned or displayed anywhere in or around pharmacy and he expected me travel at that time way back from my home (which is around 16kms from the hospital). Post this incident I felt very embarrassed, humiliated and insulted in front of people standing there. I threw all my prescriptions there only which I wanted to return at first place and left as I wanted to file complain against this 2 individuals.
Hence I walked in to the admin office and met Mr. Raj there where to my absolute surprise he said that they don't have any such fix timings for prescriptions return. Mr. Raj being kind to me did understand my concern and spoke to me well and did apologize to me and called MS.RENU to his office and tried to make her understand that her behavior was wrong towards the customer however the lady was not ready to accept her mistake and kept on arguing with me and all her managers there in the admin cabin. She was absolutely unapologetic and rude to me and all her managers there and it was all circus there at that point of time.
I understand that lady didn't wanted to help me at that very time and wanted me to wait but there is always a way of talking to a customer. I didn't asked for any discount, I wasn't rude to the female at first place, I didn't jump the queue, I wasn't asking for any favors neither was doing any favors there.
AFTER THIS INCIDENT ALL I CAN SAY IT WAS MY FAMILY MEMBERS MISTAKE THAT THEY WALKED IN TO APOLLO PHARMACY FOR THE PROSCRIPTIONS.
I feel sorry for your managers who has to deal such employees at such a reputed organization.
I don't want any such of my refund but I want corrective actions to be taken against the culprits.
Hence I'm requesting you to have look in to this matter and keep me updated within next 48hrs or else I'll raise it to GRAHAK SURAKSHS (CUSTOMER FORUM) and take legal action.
Attached is the picture of Ms. Renu and copy of proscriptions for your reference.
You can reach me for any further clarification and details.
Regards
Ritesh Rajput
(M : [protected])
