LIFE Pharmacy - Real 3

I had a very pleasant experience at Life Pharmacy, thanks to Ms. Ramsiya. She was extremely friendly, patient, and attentive throughout my visit. She took the time to understand my needs and provided helpful suggestions with a positive attitude. Thank you lifepharmacy and Ms.Ramsiya

This serves as a complaint against your staff named Varsha Ragini Jawahar, in your branch at Westzone Supermarket next to Medeor Hospital. Instead of de-escalating my anger by calming me down through a kind and collaborative manner, she showed me a condescending and demeaning behavior making my fury elevated. The situation is due to a miscommunication between the two of us which she has failed to clarify. I called two days prior to our encounter to ask them to prepare a medicine called Nitrolingual spray, 4 bottles, with the longest expiration date. This is not the first time I bought this in your store. In fact, I buy this annually—and I have never had a bad situation until I have encountered Varsha. In our WhatsApp conversation, she did mention verbatim, “You have to pay first.” My understanding with it is, of course, I have to pay first before they deliver; hence, I replied and notify them that I will pay in the store and pick it up from there—expecting that it will be ready since I have requested two days ago. I did apologize to her when I realized that she meant differently even though she was incomplete with her message. She only texted, “you have to pay first”. Please see the screenshots of our conversation for your reference. The initial talk I had with her was through phone call which from then, she never mentioned to me that I need to pay first before they arrange. Otherwise, I could have paid the first time I asked. This is really a bad communication from your staff, claiming she is the manager of the store. If she is the manager of your store, then you have a manager who can’t communicate effectively in writing and can’t pacify an angry client. She was arrogant. And worst, she was not helpful—not even tried to figure out how to solve our dispute. Last time I bought there, the staff you had was able to get me the items I need in the same day by getting stocks from different branches—with Varsha, nothing. She made me feel like I have no other choice but to pay first before she make a move. I am certain that this will be my last purchase to your store—and as a medical professional, I will stop talking or promoting your pharmacy ever again.

I am writing to raise a complaint once again regarding an ongoing issue with your staff her name is swaparnika Code number 1072 providing incorrect address details to the delivery person. Despite clearly sharing my correct and complete address, your staff member gave the wrong address to the delivery boy. Because of this mistake, my order was delayed and I faced unnecessary inconvenience. This is not the first time this issue has happened, which is why I am extremely disappointed.

"I had a very pleasant experience with Miss Zoya, Pharmacist at this branch of Life Pharmacy. She was extremely helpful, courteous, and knowledgeable. She made sure all my queries were answered and provided service with a smile. It’s rare to meet such dedicated staff who go the extra mile for customers. Highly appreciate her support and professionalism."

I post regularly reviews with high praises with the staff and the service they are providing. But tonight was a different story! I am so disappointed with the quality of service and how staff communicate on how to deal with very simple complaint situation. I bought the item this morning. I took the item with me without opening the item (staff saw it was sealed). I just want to replace the item as it was broken and might be contaminated. It is a very simple process (return and exchange) and it is within the day! Now, they want me to raise a complaint to the supplier which should be their job! Hopefully, they read this! Especially the management. Money is not a problem. After all this is business! But the way you make your customer feel more burden with this simple situations are very sad and disappointing. They should remember that people coming to pharmacy are patients or their relatives that are emotionally and physically exhausted.