As always, I ordered my 4 prescription items in good time, and they should have been delivered on a Wednesday.On the usual delivery day I was actually outside the local store on another errand, and thought I had better rush home to be there when the delivery came. I was rather surprised when it did not come so I telephoned the store at 3:15pm. As is sadly my regular experience (and has been the subject of a prior complaint which has obviously fallen on deaf ears), my call was answered with a curt ansafone message which advised me that (obviously) nobody could answer my call, please try later, and then just terminated the call. So I phoned again the following day, and thankfully someone was able to answer the call. They confirmed that they had my prescription and that it indeed should have been delivered the day before, and they were as baffled as I was why it had not been.They asked me to hold while they tried to find out why the items had not been delivered, and when they returned to the phone call, they didn’t actually confirm why I had been singled out for this special treatment. They asked me if someone could go into the store to collect it! I told them it would be difficult and that I would be at home the following day if they wanted to deliver then. They said that it wouldn’t be convenient for the delivery round following day! It’s worth noting that it wasn’t actually convenient for me to rush home for a delivery that was never going to come, and it wasn’t convenient for me that the delivery never showed up while I waited in for it, and it wasn’t convenient for me that nobody was able to answer my phone call, and it was not convenient for me to have to go back into town, to where I was the day before, to collect items that should have been delivered. Nor was it convenient for me to have to write a complaint about the matter, on top of having to spend an hour fixing their mess up! The fact is, I was literally outside the store on the delivery day, and had anyone had the courtesy to let me know that the pharmacy was not going to bother with my delivery then I could have picked it up then. The fact is, that even when I phoned them, the pharmacy were clearly clueless that they had failed to deliver a regular prescription that should have gone out for delivery the day before, and that it was still sat there. This would appear to be an extremely flawed system, and it’s really not reasonable that the onus has been put on me to collect items that I shouldn’t have to because the pharmacies system is clearly inadequate. The pharmacy royally messed up, and the pharmacy really ought to have taken responsibility for the failure, and not pass the buck on to me.I am currently unemployed, and frankly penniless, so why does Day Lewis think it acceptable for the pharmacy to glibly suggest I make an 8 mile round trip so that I might have the medication that I won’t be able to sleep without?It is now a week since I wrote a complaint to Day Lewis. When it was first sent, I received an email that claimed they would do their best to respond within 24 hours, but instead, I had heard nothing further a week later. I sent the email again on day six, and received the same lying email, claiming they aim to respond in a timely manner, when clearly they do not give a damn. I also copied the email into their CEO, which made no difference at all. Clearly, the abject negligence, and ignorance, is cultural and flows down from the top.The extremely poor reviews on here, which I note remain unanswered, and evidently also ignored, strongly suggest an organisation that is unwell, and one that will likely expire if not treated.
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One of the UK’s largest independent pharmacy chain, helping people in the community stay healthy and feel better.
