Carmel Valley Pharmacy

His response is exactly what I was referring to He could not hear me say I had to get off the phone as he was in the middle of yelling and throwing out personal attacks of telling me I was cheating people and only trying to get his money Anything I said in response was quickly interrupted by him yelling and speaking over me and thus he could not hear anything I was saying I have employee's that can verify, he applied the medication, at the pharmacy counter, the we RE-MADE for him and expressed that he was very pleased with our efforts and the product Since he has not gotten the medication filled at any other pharmacy his claims that my product is incorrectly made and their product is right, is merely an uneducated desperate claim As I mentioned in my previous post, this type of medication and therapy requires at least months of use to conclude a success or failure of treatment As any other medication there is never a guarantee that it will work, and this incidence the patient used it for days and is claiming it does not work and wants a refund?????? Is that reasonable??????? I am a professional with a doctorate degree, have been a pharmacist and in business for over years and my full focus is on favorable outcomes for my patients not in selling medications I went above and beyond what any other compounding pharmacy would of done for him by remaking a perfectly fine product, AT NO COST, to make him happy I know what I said, what happened and that I did everything and more within reason to take care of him I have a handful of witnesses to this full incident and am confident that everything I have claimed is exactly the truth

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The owner and pharmacist is lying I never told him I was happy with the product, and he did hang up on me He did not say that he had to get another call or that he was busy Plus, I found out that there are other pharmacies that know how to make this product the right way The owner should have told me to use one of those other pharmacies instead of him trying to figure it out He was only interested in taking my money He led me to believe that I could get a refund if I was unhappy with his result I would like a refund or at least a partial one for this obvious lack of customer service I have been working in customer service for over twenty five years, and I know from extensive experience that this is not the way to treat people, especially paying customers Regards, [redacted]

I the owner and pharmacist was contacted by patient to see if we could compound a product for him.  I told him I had not heard of it and would research it and call him back if I could do it.  I called him after a few hours and let him know what I could find out and that there was a...

formula that had been used by other pharmacies to make this compound and felt confident to make it for him.  He asked many questions and I answered them all.  He agreed to have me make the product for the agreed price.   He picked it up a few days later and I gave him a full consultation and answered further questions.  He then called the next day expressing concern that one of the ingredients was not fully dissolved, and he did not feel safe putting it on.  I assured him that it was safe and that ingredient does not fully dissolve unless we add more glycerin which will make it more greasy.  I told him if he would like, I would remake it with more glycerin to make sure he was happy with the product.  He asked us to do so and came in the next day and picked up the remade compound.  He tried it on and said it was much better and was very pleased with the product.  He then called after about 5 days to tell me that it was too greasy and that it was not working and that he wants his money back.  I told him that this type of medication does not work in 5 days, it takes at least 3 months to assess success or failure of treatment by any medical study done on this type of medication.  I have a doctorate degree in pharmacy and therapeutics and know exactly how, when and why medication work.  I also said that if he felt it was too greasy he could get the original compound we made for him that was less greasy but floating particles.  Both formulation were correct and effective per the reviews and formulas used by other pharmacies.  This is an expected result which I made him aware of. 
At this point he was insistent to get his refund which I tried multiple times to explain we did nothing wrong and made the product correctly (both times) and thus we would not provide refund for him.  When he started to raise his voice and speak over me, I told him I had to get off the phone to get another phone call and that I had no other way to respond.

His response is exactly what I was referring to.  He could not hear me say I had to get off the phone as he was in the middle of yelling and throwing out personal attacks of telling me I was cheating people and only trying to get his money.  Anything I said in response was quickly interrupted by him yelling and speaking over me and thus he could not hear anything I was saying. 
 
I have 4 employee's that can verify, he applied the medication, at the pharmacy counter, the we RE-MADE for him and expressed that he was very pleased with our efforts and the product.  Since he has not gotten the medication filled at any other pharmacy his claims that my product is incorrectly made and their product is right, is merely an uneducated desperate claim.  As I mentioned in my previous post, this type of medication and therapy requires at least 3 months of use to conclude a success or failure of treatment.  As any other medication there is never a guarantee that it will work, and this incidence the patient used it for 4 days and is claiming it does not work and wants a refund?????? Is that reasonable???????
I am a professional with a doctorate degree, have been a pharmacist and in business for over 16 years and my full focus is on favorable outcomes for my patients not in selling medications.  I went above and beyond what any other compounding pharmacy would of done for him by remaking a perfectly fine product, AT NO COST, to make him happy.  
 
I know what I said, what happened and that I did everything and more within reason to take care of him.  I have a handful of witnesses to this full incident and am confident that everything I have claimed is exactly the truth.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The owner and pharmacist is lying.  I never told him I was happy with the product, and he did hang up on me.  He did not say that he had to get another call or that he was busy.  Plus, I found out that there are other pharmacies that know how to make this product the right way.  The owner should have told me to use one of those other pharmacies instead of him trying to figure it out.  He was only interested in taking my money.  He led me to believe that I could get a refund if I was unhappy with his result.  I would like a refund or at least a partial one for this obvious lack of customer service.  I have been working in customer service for over twenty five years, and I know from extensive experience that this is not the way to treat people, especially paying customers.
Regards,
[redacted]

Review: I tried to get a refund for a product that was made incorrectly. I called the owner, [redacted]. He said it was not made incorrectly, would not give me a refund, and hung up on me.Desired Settlement: The product cost me $76.00.

Business

Response:

I the owner and pharmacist was contacted by patient to see if we could compound a product for him. I told him I had not heard of it and would research it and call him back if I could do it. I called him after a few hours and let him know what I could find out and that there was a formula that had been used by other pharmacies to make this compound and felt confident to make it for him. He asked many questions and I answered them all. He agreed to have me make the product for the agreed price. He picked it up a few days later and I gave him a full consultation and answered further questions. He then called the next day expressing concern that one of the ingredients was not fully dissolved, and he did not feel safe putting it on. I assured him that it was safe and that ingredient does not fully dissolve unless we add more glycerin which will make it more greasy. I told him if he would like, I would remake it with more glycerin to make sure he was happy with the product. He asked us to do so and came in the next day and picked up the remade compound. He tried it on and said it was much better and was very pleased with the product. He then called after about 5 days to tell me that it was too greasy and that it was not working and that he wants his money back. I told him that this type of medication does not work in 5 days, it takes at least 3 months to assess success or failure of treatment by any medical study done on this type of medication. I have a doctorate degree in pharmacy and therapeutics and know exactly how, when and why medication work. I also said that if he felt it was too greasy he could get the original compound we made for him that was less greasy but floating particles. Both formulation were correct and effective per the reviews and formulas used by other pharmacies. This is an expected result which I made him aware of.

At this point he was insistent to get his refund which I tried multiple times to explain we did nothing wrong and made the product correctly (both times) and thus we would not provide refund for him. When he started to raise his voice and speak over me, I told him I had to get off the phone to get another phone call and that I had no other way to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The owner and pharmacist is lying. I never told him I was happy with the product, and he did hang up on me. He did not say that he had to get another call or that he was busy. Plus, I found out that there are other pharmacies that know how to make this product the right way. The owner should have told me to use one of those other pharmacies instead of him trying to figure it out. He was only interested in taking my money. He led me to believe that I could get a refund if I was unhappy with his result. I would like a refund or at least a partial one for this obvious lack of customer service. I have been working in customer service for over twenty five years, and I know from extensive experience that this is not the way to treat people, especially paying customers.

Regards,

Business

Response:

His response is exactly what I was referring to. He could not hear me say I had to get off the phone as he was in the middle of yelling and throwing out personal attacks of telling me I was cheating people and only trying to get his money. Anything I said in response was quickly interrupted by him yelling and speaking over me and thus he could not hear anything I was saying.