Dayton Park Pharmacy

Review: Yesterday I went to the Dayton Park Pharmacy to send a fax. The total for sending my 4 page fax was 7 dollars which was required before sending it. They tried 3 times to send it through. They ended up calling the place where I was sending my fax and was told that the place was having trouble with their fax machine. I was told that it was the managers' policy to not reimburse the fees for faxes that don't go through. I appreciate the attempt by the clerk to send my fax. He got paid to do his job. I did not receive the service I paid for and as I am on a fixed income and need every penny I have, I am out 7 dollars. I would like my money back. I have my receipt but I did not get the failed attempt pages from the clerk. If there is nothing that can be done to resolve this issue my only hope is that people avoid this place of business.Desired Settlement: Refund.

Business

Response:

I am the manager and part owner of our 33 year old independent pharmacy which strives on excellent customer service on a daily basis . This complaint came as a shock to me since our motto is "serving you always with a smile " . We are a small fish compared to the bigger sharks ( the chains ) swimming alongside them and our survival against all the competition is customer service . We are known for that and it is the key element to every small pharmacys survival and success .>>>>>> What sets us apart is our friendly , sincere , compassionate , personalised service that we provide to our patients . The bulk of our business is filling prescriptions . We go out of our way to give discounts , apply coupons to lower patients copays , even provide free medicines and deliveries to our patients who are on a fixed income . And though we use our fax machine to fax refill requests and prior authorisations and receive doctors faxes throughout the day , only occasionally ( hardly once a week ) a customer walks in for fax service . We charge a minimal charge of $7 per 4 pages . Others charges $5 per one page .>>>>> I was away on vacation for two weeks and since normally refunds are done by me , I had authorised the front end manager or the pharmacy manager to do any refunds deemed neccessary .>>>>>> The cashier/ pharmacy clerk made a huge error in denying the refund inspite of the confirmation report showing faxes not transmitted. After speaking to him about this at length he admits regretfully that he misunderstood the policy . The policy states that if a customer decides after the transmission has gone through successfully , that the number he/she gave was wrong , then a refund cannot be given .>>> But under no circumstances should a customer be charged if the fax did NOT go through.>>>>> In this case , the customer was charged for services not rendered and I am very upset that the clerk made that decision on his own without even consulting the front end or the pharmacy manager.>>>>> Under normal circumstances if there was any doubt, even on my day off I would receive a phone call and direct them how to give a refund ; but since I was away, he did not turn to anyone for advice . He says although he felt wrong denying the refund to the customer , he was confused about the policy and therefore made the error .>>> He now understands the policy and everyone ( all clerks, technicians and pharmacists ) have been trained in depth so as not to repeat this ever again .>>>>> The customer had every right to complain , I would do the same . He was charged unfairly . Thus , after calling him on several occassions he finally returned our call and came to collect the $7 owed to him . I missed him again . it was my day off . He refused to accept our $25 store gift card as a goodwill gesture . He did say that he had contacted the Revdex.com to drop the dispute case . I spoke to him over the phone . So did the cashier/clerk . We both apologised profusely and sincerely to the customer for this error . I explained to him all that I have stated here and he seemed to understand . I hope he realizes how awful I feel about this . A complaint to Revdex.com is very shameful to the professional standards set at the pharmacy .>>>>>>>> It is our humble request to Revdex.com not to print this online for we value our ratings and strive very hard, day in day out to keep each and every customer and prescription patient happy and smiling . We go out of our way to keep our patients/customers satisfied .>>>>> Action has been taken at the pharmacy and I promise something unfair and against all our principles will not occur again . I request you once again to take our excellent past history into consideration and deem this matter resolved in an amicable way . I also humbly look upon your kindness and beg you not to print the complaint online . We take pride and honor in the customers we serve ranging from 0 to 95 years of age . Ours is still a growing organisation and we cannot afford even a scar on our professional reputation .

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,