Everyone knows that medicines can't be exchanged or refund due to stability issues. We have policies in place, and we also have signage on each counter and at the front payment counter to indicate that there is NO REFUND OR EXCHANGE on PRESCRIPTION MEDICINES. Pretty clear English.
Anyway, today a lady comes in with her teenage daughter and little 5 year old son, with a box of Nexium 10mg sachets which was dispensed about 3 weeks ago. She wanted to exchange it for a can of Pediasure.
I asked what was wrong with the medicine. She said her son doesn't like it and said that he won't take it. She said she hasn't used it. I thought that was weird because how do you know your son doesn't like it if he hasn't taken it. She said she showed her son the box and asked her son if he wants to take this, and he said no and cried. Seriously, which parent asks their kid - "Do you want to take this medicine?" and if they say no, you just won't give it to them? Does that apply if the child has a fever and you need to give him Panadol? If he says no, are you just gonna let him sit there and die or get brain damage from a fever? That is not a good reason I'm sorry.
Of course I didn't tell her what I was thinking in my head. I did indicate that I go with her request because of the following reasons:
a) its a prescription medicine. We do not accept any exchange nor refund for any prescription medicines due to stability, storage and quality control reasons. This policy has been in place for many years. We have signages at both counters in the dispensary and also at the front payment counter. We do not deal with returns simply with a change of mind. We will only process returns if we did a mistake (eg. dispensed the wrong medicine). Now the doctor had prescribed this medicine because he thinks its the most suitable for your child. You should at least attempt to give it to him.
b) its been more than 3 weeks since you purchased it. We only deal with non-prescription refunds within 7 days. That is outside our return policy.
She still wouldn't listen. YOU MUST RETURN BECAUSE MY SON WON'T TAKE IT AND ILL JUST THROW IT IN THE BIN. I said: "Well even if you give it back to me, I'm gonna have to throw it in the bin. I am not giving that box to another child." I DON'T CARE. I said: "Well I'm sorry, there are pretty clear signs everywhere." She goes on and on and on.
By this time I've had enough of her. Her teenage daughter seems to be more reasonable so I turn my approach and talk to her. I ignore her mother's housewife rants.
Me: "I hope you understand it is difficult for me to process any refund or exchange due to the reasons I've pointed out."
Daughter: "Yes I understand."
Mother rants on and on......Daughter tries to calm her down and reassure her.
Me: "Yeh can you please explain to your mother why, because she doesn't seem to understand me."
Mother: "I understand what you are saying! I know English ok!"
Me (speaking to daughter): "I don't think she understands the policy, there is no refund. Maybe you can explain to her a bit better."
Mother: "I want to speak to your boss! Where's your boss!"
Me: "This is the policy set out by MY BOSS. My boss is not here today."
Mother: "I want to speak to the one in charge. Your supervisor!"
Me: "I am the pharmacist in charge today. I am the supervisor. But you can speak to my boss, he'll be here on Monday if you want."
Mother: "Fine! I'll come back on Monday and get my refund!!!!"
Me: "Suit yourself. You can try."
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Why do customers have to be like that? There's policies and when someone says no to you, why be so persistent and keep on trying? And then you get angry. We're a pharmacy. We sell medicines. We don't sell clothes. We don't sell books. We don't sell shoes. Medicines. Medicines you put in your mouth or on/in your body to help treat a condition. Something that needs to be of high quality and strict storage conditions. Why would I re-sell something to another kid if its been lying in your car for 3 weeks? How do I know you didn't put it in a sunny place? And why wait 3 weeks to return it?
Try returning an unopened unwrapped Big Mac a mere 15min after you've purchased it. Do you think they'll allow you? Are you gonna chuck a tantrum if they don't?
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