Pharmacy Direct review: Customer service when ordering meds

To the Leadership of Pharmacy Direct and not the idiots answering calls

I have recently experienced the most appalling customer service ever. I thought my previous incident could not have gotten worst but clearly the idiots you continuously employ or keep in employment never cease to amaze me.

I placed an order on the 27th Sept 2024 for Ozempic.

I called on Monday once SMSs received to confirm all is well and that my order has been received. Call centre person confirmed all is well.

I call back again on Wednesday last week only to speak to someone who was so confused and said she would come back to me, however she has never called back to resolve the matter.

I call back on Thursday last week and spoke to a Zanele. I honestly don’t know how you keep this person employed by your organisation let alone be the first point of interaction with your clients. Rude and illiterate or at least pretending to be so she doesn’t have to work perhaps.

I call back again on Friday 3 – 4 times. I speak to Zanele, Genevieve and lastly Bridgette. Bridgette says everything is sorted and I can expect to receive my meds delivery today which is Monday. During this time I was cut off by Zanele all whilst everyone putting me on hold when I requested to speak to a manager. I was placed on hold indefinitely and eventually cut the call and called back. No sense of decency and no sense of urgency to clients what so ever.

I get a message to call Pharmacy Direct this morning which I do and then I am told my Hannetjie, please get a new script from your doctor for the 4mg since the 2mg is out of stock. This is after Bridgette confirming delivery to happen today when I last spoke to her last week Friday.

This is 6 days later and numerous calls to your organisation to seek resolution on this matter. I get to speak to some account manager Theo this morning who claims to have decision – making power and intricate knowledge of the business who then commits to come back to me. Still noting delivery is nowhere and nothing is being done. How do these idiots inform us incorrectly or without knowing anything? How ethical is it to request a provide an updated script for a dosage which is available in stock? I call my doctor and she is appalled that professionals in the medical fraternity would actually request such.

He eventually pushes me off to the pharmacist who has authority because he is not well versed with their issues despite being “management” as confirmed on our first call. He eventually attempts to push me off onto the pharmacist which I refuse and request the return of my money by today so I can take my business elsewhere and he agrees and I put the phone down.

I am back to where I was before even ordering on the 27th September 2024. No one is willing do correct the error and provide me my meds I paid for up front as I do every month and no way forward as to when I can receive meds or money to go elsewhere.

Theo is one of the most useless managers I have had the misfortune of having to deal with as a customer and surely you must know this because I cant be the only person complaining about Zanele, Bridgette, Genevieve and Theo.

I am so extremely frustrated and feel like driving to your offices and refusing to leave until I speak to someone with ore than 2 brain cells that are actually functional.

Hopefully this email gets to someone senior enough because I am constantly being passed on to more idiots and no one seems to care or want to help because everyone is claiming its not them it’s the pharmacists.

I will however continue to write in and complain until these useless idiots are removed from the front line and so that customers are not forced to deal with such useless idiots in future.

I would really appreciate advice on what’s the next from here?