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Nightmare at Longs Pharmacy 2:07 p.m. 2006-06-07 Urrrrg... At my job, I answer calls, and I help people get the information they need. I sometimes deal with people at the receptionist desk one on one.. I make it a point to give the most accurate information as possible. I did the same when I did retail. I know how important it is to give good customer service, and I always dealed with the public with the same respect and courtesy as I like to be treated with. This is why I'm feeling so angry right now. I am pretty much the person who picks up my mother's medication. She pretty much calls it in, and I pick it up. Sometimes, it's an easy task to deal with this establishment, at other times, it's aggravating as hell! I've been a victim of very unprofessional interactions with this particular pharmacy, and I've been witness to other frustrations of other customers, while standing in line. I can honestly say that at times, while standing there, I feel physically sick. Here is an example of what happened this morning when my mother called in for her prescriptions. She called in 4 medications this morning at 10 am. She is told "no problem" and that her medications will be ready for pick up this afternoon. Well, I show up this afternoon, and I'm told that they never got a call from my mother. Granted that my mother can be a little forgetful, I don't believe this. I call my mother immediately at the pay phone. She insists that she called it in. I tell her to call it in again because they say they didn't get the call. Meanwhile, I get to my desk at work, with a message waiting. It's my mother, and she is obviously upset. When she called in, she was told by the pharmacist that her prescription was called to another store. She can't understand this, because she called the same phone number that was on the bottle. I then call the pharmacy. The woman explains to me that her prescription was "transferred" to another pharmacy in San Jose. Okay, I tell her... She was in San Jose with me, and she forgot to bring all of her medication with her. The pharmacy technician explains that she can fill it there now. She even goes on to say that she was the woman my mother called this morning. But, of course she doesn't "remember" how many medications she called in. A great example of POOR customer service. WHY WASN'T MY MOTHER CALLED after she left the prescription over the phone to be refilled that there was a problem???!! Why wasn't it written down somewhere???!!!! Well, I end up calling my mother who is practically in tears at this point. She just doesn't understand what is going on. Of course, my mother as for FOUR medications, NOT 2, and I will add these medications were refilled like 3 weeks ago--after we had two of them refilled in San Jose. I was promised that her medication would be ready after 5 today. Wish me luck. Longs Drug store on Mission Street, Santa Cruz, is the pitts!!! Yes, I've revealed the pharmacy for all the world to see!!!! |