Parkside Pharmacy

Response:When *** *** approached the boutique counter on December 12, to inquire about a refund for a pair of baby socks, my sales associate, *** ***, responded politely that the policy of the boutique which is clearly visible next to the cash register and at the bottom of all receipts,
states that "EXCHANGES ONLY WITHIN DAYS OF RECEIPT." At this point, as the boutique owner, I reiterated the policy and offered to exchange the item, or offer the customer a gift cardThe customer, *** ***, seemed satisfied, so I returned to my officeMy sales associate then proceeded to not only exchange the baby socks, but also gave MsChan an extra cents from the register when the new items exceeded the exchange amountAs a small business owner who consistently gives back to our community and has a strong philanthropic relationship with the Sacramento children's home, this extremely trivial type of slander and the aggressive and vicious attack on *** and *** *** by *** *** (using a fake account) against our local business is shamefulI personally apologized to *** *** on the ** review and offered her the opportunity to come back and let us amend any discrepancyI do not see an issue, and I would like any record of the slander that MsChan has inflicted on my business expungedSincerely, Michelle Ortego*** *** *** *** **Sent by:

I am rejecting this response because:Since there are only two choices to the business response I must choose the reject button. I would like to correct part of said response. The register person stated that there was $0.82 difference in total cost and that the cost was owed to me. However, it was not to be refunded in cash. The math is incorrect in any case. The original items cost $12.50 while the replacement items cost $12.00. Neither amount includes tax.I am surprised at the inaccuracy and rancor of the business's response. It seems overly emotional and defensive for such an issue. It badly reflects on the business itself. I'm sure that the pharmacy and gift shop have been good for the neighborhood. I hope that they can learn something from this encounter from a customer service and service recovery standpoint. I consider this issue closed. Thank you for your time and effective communication.

Review: 18Feb14, my veterinarian called in a Rx for KBr to Parkside. My vet's office is in Grass Valley. I live in Lodi, Parkside is in Sacramento. Grass Valley is 100 mi from Lodi; Sac is 40 mi. When I arrived to pick up my RX, approx. 7 minutes passed before I was acknowledged. Despite not being acknowledged, I was silent and just fiddling with my phone while waiting to be addressed. The pharmacist, [redacted], finally asked from behind his window if I had been helped. I said no, told him my name. He responded, "I told whoever called this in it would be 2-3 hours and we would call you." I was taken aback by his derisive tone and looked at my phone to see that it had been 2.5 hours since it was called in. I said, "I'm coming from Grass Valley and live in Lodi, so I'll just wait."I checked on my dog (not allowed to enter the pharmacy, per the sign on the door) in my car and got a drink from next door. When I went back in to the pharmacy approx. 20 min later, my Rx still wasn't ready and I waited silently. When the girl behind the counter finished chewing her food and finished addressing other customers, I asked her how much my Rx would be. She told me 90-day would be $65; 3-day would be $35. I questioned the math on these costs, none of which she understood and opted to drop it with a simple, "never mind. Thank you," and left when given my Rx, although I did call on my way home to verify the amount of liquid in the bottle because at first I had miscalculated how many mL there should be in the bottle. When I spoke to [redacted] over the phone and realized my error, I apologized and thanked him.My Rx should last thru 20Mar14; however, there is only enough to last thru 17Mar14. I called [redacted] to discuss the shortage and he immediately became verbally abusive and aggressive and said he would replace what was shorted, but refused to do business with me further (which is fine for me -he is quick to attack and abuse). Now he refuses to provide the amount of Rx he shorted me because I posted a Yelp review.Desired Settlement: I want Parkside to pay for 3 days worth of Rx from another compounding pharmacy. I do not want [redacted] to provide the Rx because I do not trust him to make it due to how quickly he attacks and how verbally abusive he is. I would not trust him to give me a product with integrity. I do not want a refund of what I paid him in case the next pharmacy is more expensive. I want him to pay for 3-days of the prescription at the new pharmacy's cost.

Business

Response:

My advice to this lady is this. The best way to receive good customer service is not by being rude, impatient and disrespectful to everyone in your path, because not everybody will be willing to bend over and let you kick them in the rear.

From the moment she walked through the door, she had this combative attitude. I spoke with her vet's office when arrangements were made, and I know for a fact she heard the specifics, because the receptionist said out loud to her with me on the line, “They will call you when the Rx is ready. What's the best number to call?” But here she comes into the store, nonetheless, sunglasses on, scowling face, “is my prescription ready?” She choose to pace the lobby and wait around impatiently, speaking disrespectfully to my staff. On her departure, she stops at the front desk to tell the girl working the register, “She's a problem child”--referring to my other cashier who helped her with her multitude of questions. She called later from the car questioning the amount dispensed, insisting it was less than a month supply. I talked her through some simple math and she realized she was wrong.

Three weeks later she calls ranting! Going on and on and on about everything wrong with our business, until she finally gets to her point, which is she's going to run out of her dog's medicine 3 days sooner than promised. I said I'd very happily replace her Rx, though in my mind, I know with our scientifically calibrated equipment the more likely explanation of her running out soon was user error or spillage. Then it dawns on me who this person is, and I say, “Now I remember you. You were very unpleasant to deal with when you came in.” The conversation ended pretty quickly at that point. Then she calls back to ask who the owner is, and when told it was me, she said to my help, “Tell him to rot in hell.” From this point she precedes to rant and badmouth me and my business on Facebook, Yelp and now, I come to find out, the Revdex.com.

What she is disputing is exactly $3.60 worth of medicine she claims was missing from her bottle.

Consumer

Response:

I am rejecting this response because: The owner was dishonest in his response and still offers no resolution to the 3-day shortage on the Rx supply (which costs $55 per 30-day supply at my new pharmacy). I was wearing sunglasses. That is true. Not sure why it mattered to him, but I was. I was wearing them because I left my house early in the morning to drive my epileptic dog to a vet 100 miles from my house, and didn't put eye makeup on. It is plausible that I was scowling. My dog had been having seizures for 2 days. Given that circumstance, it is fully plausible that I didn't incur [redacted]'s abuse with a smile plastered on my face. It is a lie that I asked, "is my prescription ready yet." I stood silently at the counter for 7 minutes messing around on Facebook from my phone waiting to be acknowledged. I was intentionally silent because I was spent. It is also a lie that I paced his pharmacy. I looked at his Nature Made vitamin wall after saying I would wait (after he barked at me that they had told me they would call), then went next door to get a water and took my dog to La Bou's patio for 25 min hoping his sedation shot from the vet wouldn't wear off, but not wanting to leave my $5000 Siberian Husky in the car). I asked the cashier a multitude of questions regarding price and use because the prices didn't match my quotes, and the pharmacist never came to go over usage of this liquid medicine I had never used with my dog. I don't think such inquiries are beyond reasonable scope. The cashier wasn't able to answer any of my questions about the Rx use and specifics, and the pharmacist STILL never consulted me. I watched other customers ask the same scope of questions. The cashier was smacking food in my face during the exchange, and I witnessed other employees getting irritated with her lack of knowledge, urgency, and general disinterest in addressing the line that was forming. So yes, on my way out, I told the lady at the front that the cashier was a fracture on the team.