January 2023 by Susan Thorkildsen
Sadly, I have to give only a one star rating. Two years ago, in fact the 28 years I've used this pharmacy, it would always be a 5 star rating. But twice now within a couple of months, I have had a bad experience. My husband and I are elderly and quite ill. (I am 79. He is 85.) As a consequence, we need quite a lot of medication. I dont keep track what I order and when, just that I ordered them.In the past, what medication I ordered from my surgery, the pharmacist would text me when and how many were ready for collection.The pharmacy must have changed hands because all regular faces are gone and now there are young girls.Two months ago, I received a text that medication was ready. The pharmacy is 5 miles from my home so we try to go when we are out that way. I went in to collect the medication and the girl went to the back and returned with one . I said I recall ordering 2, was the other not ready too? She went to the back and returned with the other one. I thought it was lucky I asked or I would have gone home and not known it was ready to be collected.Yesterday, we were notified of a prescription ready so my husband went in. I was sure he would need a bag as I ordered quite a bit. He came back to the car with one prescription. I said I had ordered a few and hoped they were ready, he should go back in before we leave and ask. He went in and returned with a bag full, 3 more medications the girl did not look to check for. We rely on these medications and the efficiency of the pharmacy to dispense them. If we had left, no one would have said when they were ready for collection. I phoned the pharmacy and spoke to the girl. As I tried to politely explain, she kept cutting me off and talked over me . She said I should know what I ordered. I explained that I dont know when each is ready for collection. Some can come in late etc. She replied it was my job to know and got very upset with me. She said she cant be checking everywhere. She hung up the phone.I called my surgery and found out George Ramones of Duns Pharmacy now owns the Coldstream Pharmacy. I phoned him. He said, "Well you cant expect the girls to go around every half hour to check where all the medications are."I said no but a customer should hope to have them checked when they come in for collection. He did concede , however, that the girl should not have hung up.In the past, I was notified each time a medication was ready. Also the assistant always checked numerous places including their fridge. Never a problem.I dont know if other customers are experiencing this lack of commitment, efficiency and lack of dedication in giving the customer good service. It is upsetting enough having to need these medications without being given difficulty in obtaining them !
