Mercury Drug - HEAD OFFICE Complaints

Philippines - 7 Mercury Ave., cor. E. Rodriguez Jr., Bagumbayan, Quezon City
+63 2 911 5071

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Consumer Complaints ( 38 )

SENDER
anonymous
Long line Mercury Drug Commonwealth Don Antonio bpi. Kid threw up outside in our line no one from inside helped?! they just kept on pushing buttons on their cpus. Had to wait 20 minutes outsiopde and inside delayed service. The kid just stood outside for a long time
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COMPLAINT #15553 - Service Issues
SENDER
Alexa Garduque
usually pag bumibili ako sa Mercury Mabilis lang ket madaming taong. Pero kanina Almost 20 minutes na akong nakatayo sa PWD(Pregnant) Dapat mas mabilis ang kilos pagdating sa PWD diba? kase prioritized lane yun halo halo nandun. kaya nga may ibang lane for us . Pero kanina grabe 2 ako sa line pero 20 minutes ako nag aantay, while observing to the person na nasa loob(pharmacists) Two of them are just talking( isang pharmacist who is serving) at (isang cashier.) Hanggang sa naubos na yung pasensya ko. Matatanda at buntis ang nasa lane nayun,baket hindi nyo subukang mag serve ng mas mabilis taposnyung isang nasa lane name eh lumipat sa kabilang butas na open pero ang sabe sa kanya lumioat sa likod kase hindi daw available. So ano? kame na nasa PWD lane ang mag aadjust at mag aantay? Hoping for your response, mawawalan kayo ng Costumers kung lage ganyan ang Costumer Services nyo. By The Way sa SILANG BAYAN, DASMARINAS CAVITE TO NA BRANCH.
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COMPLAINT #15255 - Customer Service Issues
SENDER
Evelyn F. Cabando
Gusto ko sana isoli at mapalitan yung nabili kong Relestal kasi hindi naman nagamit or na-consumed...kaso hindi raw tumatanggap ng return or exchange gawa ng pandemic...ano pong connect ng pandemic? sa gamot na gusto kong isoli or papalitan...
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COMPLAINT #15120 - Refund / Exchange Issues
SENDER
charleston castro
I purchase medicine last may 20 2021 mercury drug sn fdo mendoza city medical plaza bldg mendoza stm sto rosario city of sn fdo pamp. transaction# 0000354079 cashier glaisa date may 20 2021 purchase medicine said credit card machine not working I pais cash instead I can use my card. second purhase may 26 2021 trans # 0000351417 same branch again credit card machine not working cashier marivic. meaning staff or manager on this branch they dont care they did not report the machine credit card loss of sale on the company why 1week until now machine for card is not working they dont care kindly investigate this one and I need a proper action for the in charge of the store. you loosing sale because of the concerned they dont care about the c.card machine to be reported
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COMPLAINT #15106 - Service Issues
SENDER
Kai
I was given an online prescription from my doctor to which I printed out after a staff member told me she doesn't accept online prescriptions (seriously are you afraid of technology?). When I came back, this lady name "Che" from Mercury Drug Store Ayala scolded me for not having an "original" prescription printed out (my doctor only sent carbon copies). She berated me, told me she won't give me the medicine I literally need to mentally function, and was really rude about it. She tried to call my doc (My doc didn't pick up) and she made it seem like it was my fault that her call wasn't taken. I was reduced to tears because all I wanted was to just leave with a 12 peso tablet and she relented after I cried.

Anyway, she's a horrible person with no empathy for the mentally ill.
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COMPLAINT #14798 - Customer Service Issues
SENDER
Camile Garcia
I believe you offer delivery and ready to pick-up service. There is this Mercury branch at KM 5 La Trinidad, Benguet that I was trying to call yesterday. It was an emergency case for a patient currently admitted in the hospital. The phone rang for 4 to 5 times until I heard someone lift the phone from the other line and ibinagsak pabalik sa cradle ang phone ending the call. It would have been better kung hindi na lang sana ginalaw yung telepono. It would have been less rude and offending.

I know and understand fully how things in a healthcare establishment work. I myself work for one. May mga oras tayong toxic at sobrang abala. Sino bang hindi magiging busy? It's healthcare provision. Healthcare sevice. Laging madaming ginagawa. But we can't use that as an excuse to be rude towards our costumers, after all the Pharmacy field do cover costumer service greatly. I'm not into the "costumer is always right" stuff but courtesy and politeness do go a long way with our type of job.
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COMPLAINT #14781 - Customer Service Issues
SENDER
Glenn Tadije
To Whom It May Concern:
I would like to file a complaint against your security guard named Liberty Rios (Rios LR as appeared on his badge) for being arrogant and non-compliant with anti-COVID drive/protocol. He is currently assigned at the Mercury Drug EDSA Libertad branch.  

I went to the store to buy goods and medicines wearing my facemask and face shield. After a few minutes, I noticed that some or should I say most of the employees including that guard are not properly wearing their face shields (you can check the stores' CCTV cameras should it be necessary), so I decided just to remove my face shield and put it at the back of my head (since I feel suffocated).

The security guard then approached me while I was standing in line at the cashier and told me to comply by properly wearing my face shield. I got embarrassed since there are a lot of people standing in line.

I felt bad 'coz I saw him including other employees not properly wearing their face shields which is contrary to what they want me and other consumers to do.

I then went in the entrance door to confront the guard and told him to be ashamed of himself when he, as a security professional, supposed to be the #1 compliant and enforcer of safety and security inside the store but it seems that he has a strong bond/connection with all the employees and that he just want to enforce it with us consumers. So I told him that he is unfair because he doesn't even bother telling the employees themselves to properly wear their masks. The security guard told me to tell the employees at the drug store so I got even more upset and got angry when he told me that. I told him that it's his job to enforce the protocol to everyone and not just with the consumers and Mercury Drug is not paying me any amount to do it on his behalf so I told him "Ang kapal ng mukha mo". Then I suddenly noticed some employees (including him) properly wearing their masks.

I told them what I really  feel and what I think should be right but I no longer wear my face shield since I was already angry and very upset.

I just couldn't believe how rude, pathetic and irresponsible your security guard is and I don't think he deserves to be a security guard. His conduct is very poor and I don't think this should be tolerated by his security agency and even the store.

A Security Guard should be a #1 compliant and role model when it comes to safety and security within the store and not "pasaway" or #1 non-compliant or "power tripper".

This needs to be actioned immediately and I suggest that you impose necessary sanction(s) against this security guard, so it would serve as a lesson for him and other contractor/employees. 
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COMPLAINT #14184 - Other Issues
SENDER
Gaudioso Rey E Garza
I'm a senior citizen used to queue in designated Sr Citizen/PWD lane.
Unfortunately, this signage is totally disregarded in your LRT Tayuman-Rizal ave. Br. I called the attention of the store manager named Ms. VHIA regarding this matter. To my surprise, she told me that they are only observing 2 lanes, regardless of physical condition.
This is the only branch I've ever encountered that senior citizens/PWDs are not given extra consideration. I told Ms. VHIA that if that is the case, they should remove the said signage and let seniors and pwds suffer the long queue. (standing without chairs)
I really appreciate MERCURY DRUG, as well as the Republic of the Philippines to really have care to us seniors /pwds, and why Ms VHIA don't even bother to have this kind of care?
I'm looking forward to please fix the queueing of regular buyers and of seniors/pwds in this branch in order to avoid confusion and misunderstanding that may arise in the future.
Your prompt action on this matter will be very much appreciated.

Thanks and God bless.
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COMPLAINT #14065 - Other Issues
SENDER
Jude Albert Mayo
Good evening, Meron po akong complain regarding with one of your male cashier.
Around 7:00 in the evening of April 17, 2021. Bumili ako ng Teething Gel sa Mercury Drug Matina Branch not knowing instead of Teething Gel I bought Tiny Buds Tooth Gel for toothbrush since I dont have any knowledge of it. So when I noticed that I brought the wrong item I chose to go back to the cashier to ask for item exchange. But what I got was a foul words from your cashier staring at my item for long time and asking me (Sure ka ana sir) and I replied ( Yes sir pasensya kaayo sir ha ) and again he told something that gets me irritated (Dili baya ni dula dula amoa sir) then he went to the office. But while he was walking to the office I heard a foul word again (Pastilan ning tawhana ni) I was shock about the behavior of your cashier. Imaging that customer ako and the product I bought is for my child. Then when the time he went back I confronted him and ask him ( nasuko ka sir, gitarong baya taka ug hangyo nganong ing ana ka ) then he answered ( wala man ko nasuko sir pero dapat next time pag dala ug listahan ) imagine that who is he to say something like that po? Hndi porket maganda estado nya ganyan na sya. I asked properly para mapalitan i did not ask for return of the money but for the exchange of item! Ive been a customer for a long time in that branch but seems like customers doesnt deserve that kind of cashier. The product i bought is just 172.50 pesos but It doesnt mean aastahing aso nalang ako.
Please do something about this one. For proof? i have my receipt his name is Allan in the receipt. Cctvs? They have it working so you can review it.
Im waiting for your reply.
09553453211 Get in touch.
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COMPLAINT #14032 - Refund / Exchange Issues
SENDER
John Jacob
Cause of too much waiting of lots of customer and it is because of managers unable to correct his staff slow movement and only one cashier inefficiency of counting by standing going away from seat then talking more to colleagues without concern to customers waiting too much !!! Very prostrating waits !!!!
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COMPLAINT #13697 - Customer Service Issues
SENDER
Luisito L. Medrano Jr
I purchased 2 celine w/zinc (250mg) at P. Sanchez Sta.Mesa branch then a cashier gave me 2 pcs GC (worth 50 each) so Im very happy, I decided to used it and get a Vit C (DayZinc cap) worth 77.50 I purchase 2 box and so il be adding some cash, I'm waiting a bit to long as I am seeing them the male staff who assisted me and the male immediate supervisor wearing black glases who is in the cash point station is giving direction to the male staff then he went infront of me and saying that "sir wala na pong resibo yan"
and then I expressed to him "ha" he said na Ok lng po ba I replied to him that I needed the receipt as I am seeing them he went back to his immediate superior saying "kelangan daw ng Resibo sir" then the immediate superior Scratch his head and giving a bad Face as while thinking in solving what he will be doing to give me a receipt after waiting again for a quite long they provided me again the receipt while checking the 2 receipt I notice the 1st receipt from tge celine that the issue no of GC is 9405 so I ask them if the just got another GC and scan it they said that they didn't change it so I cany prove it, but my Complaint is that as per DTI every customer is entitled for a original receipt no matter how much a customer purchased and staff has no need to ask if a customer needs a receipt this is unAcceptable and hope this complaint would be addressed asap specially if this includes a superior who is presentand should be responsible in adhering the policy of your company and the Goverment
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COMPLAINT #13678 - Other Issues
SENDER
Ray Fuster
I have placed this order 10 hours ago and now my daughter is in the store waiting as she badly needs the medication

To this moment the order has not been processed. The branch is contacting the call centre and yet nobody answers. Isn’t call centers for customers and your staff should be able to call direct numbers

The response of your team doesn’t seem to coincide with the urgency required for the type of goods you are selling
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COMPLAINT #13588 - Other Issues
SENDER
Anna dela Cruz
Hi, I would like to. report Ms.. Nyra from Mercury Up town katipunan branch. she was rude while serving me. paki monitor nalang po mga customer nya especially senior citizen...
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COMPLAINT #13553 - Customer Service Issues
SENDER
Pauline Louie
I went to Mercury Drug Santolan Branch in San Juan City. It took me more than one hour just to be assisted in senior/ Pwd lane. Hindi mo NAMAN masasabing long queue kc i was 4th in line sa senior lane. Habang sa regular lane siguro nasa more than 30 na ang na assist Nila in an hour. And nakikita NAMAN Nila na sobrang bagal sa senior lane to think na tinawag pa nilang senior/ Pwd lane yun eh mas matagal pala mag aantay. Sana nag assist na Yung ibang counter sa senior lane. Walang strategy n nakikita din NAMAN ng staff ang manager Nila ang tagal na ng pinila dun. And don't tell me that dun lng sa counter na yun pwede magtransact ang senior coz I've been to other mercury branches like mercury broadway and Gilmore and nagtatawag Yung ibang counter sa senior lane if nakita nilang mahaba na Yung waiting time dun. I don't have a photo to prove my complaint but you can verify it to them how they handle the senior lanes. Very disappointed and dissatisfied with the service.
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COMPLAINT #13411 - Customer Service Issues
SENDER
Babylyn Sanorjo
ang pangalan niya po ay Katherine B. Pendon,ng Robinson las piñas,siya po ay hanggang ngayon ay kabit ng asawa ko,kasiraan niya yun,nakakasira siya ng pamilya!umamin sakin ang asawa ko na anggan ngayon sila parin,4 ang anak namin at kasal kami..salamat po
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COMPLAINT #13311 - Other Issues
SENDER
Ma. Lourdes de Vera-Mateo
I returned to the said Mercury Drugs branch days later to complain and they confirmed the overcharge. Instead of directly reimbursing me, the branch cashier, Nina, issued an invoice receipt indicating a gift certificate for P2,140 dated 14 March 2020. She advised me to just present said invoice receipt to claim the gift certificate value when making future purchases. They also took my original receipt of medicine purchases proving the overcharge. I was only able to present said gift certificate-cum-invoice receipt to the Sct Borromeo Branch today, 21 March 2021. But the cashier, Ms. Pedralvez, asked for a copy of gift certificate. I said the Cashier Nina only gave me the invoice receipt which served as gift certificate. In additon, Ms. Pedralvez said they cannot honor the invoice receipt since it was issued last year. Yet, the invoice receipt indicated that it shall be valid for FIVE (5) YEARS FROM DATE OF PERMIT TO USE. I also argued that gift certificates usually don't have expiry dates. Ms. Pedralvez then said she will have to discuss this with Cashier Nina who is on night shift. I am worried that Mercury Drugs Scout Borromeo will not honor this invoice receipt-cum gift certificate.
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COMPLAINT #13204 - Refund / Exchange Issues
SENDER
Mary Jane Coelgqdo

Did not honor the prescription of the patient asking for new one its COVID now and its a maintenance medicine for SENIOR
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COMPLAINT #13181 - Service Issues
SENDER
Your customer
I was in a hurry to buy for my father’s medicine it was an Emergency because my father might suffer from another stroke his hiccups is quite alarming. He suffered from a major stroke due to his high blood sugar as well. I’ve been to a lot of drug store that day. I have my father’s senior citizen ID and booklet, I also have the discharge instructions which includes the list of medicines. I do know that you need to have an official prescription but there wasn’t any prescription that was prescribed by the doctor which should be included. I called my sister in front of the pharmacist named, ANGEL telling that there wasn’t any. She then now, reached to another pharmacist which escalated my worry to distress. I kept on explaining that I don’t have any prescription. Said it multiple times with a higher tone. She then told me that next time I should have one because that’s what they follow. Then, I said I really don’t have any prescription. She was arguing with me then I told her that this was an emergency. She then proceeded to give me the meds. It was so stressful how she carried out her service. She could’ve just told me that she couldn’t provide a service instead of arguing. This wasn’t the first time that I have encountered a pharmacist like that in Guadalupe Mercury Drug Store. I hope that there should be a training on how they should handle distressed customers and they should be kind to their customers.
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COMPLAINT #13017 - Service Issues
SENDER
Edward Joseph Tagle
Your Mercury Drug branches in Antipolo is not putting the Senior Citizens and PWD in priority. Then put this persons in a line with lots of Queue while regular transactions line is vacant. I think you are having confusions understanding the law regarding this people, and also confusions with your ethics.

I will also file a complaint against your branches in our LGU. This must not go on like this.
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COMPLAINT #12687 - Sales Issues
SENDER
Mavic Bermudo
Kahapon bago palang pumila sa labas ngtanong na po ako sa guard na pakicheck kung may stock sila ng medicine para kung wala d masayang pagpila lalo pat napakainit sa labas as in nakabilad ka sa arawan dahil wala man lang tabing si mercury puregold para sa mga customer nila sa labas wich is dati meron namn.anyway sabi po ng guard meron so antay po ako nakabilad sa araw. Pagpasok PA Tuesday approached me, sabi ko 30 pcs pero sabi nya 8 lang daw meron sila then sabi ko sa kanya sabi mg guard nyo may stock kayo,then start na sya magdabog sa akin.iniwan nya ako then pagbalik galit na sinabi ung total price. Nasa kanya lahat ng reseta ko hindi naman nya ako tinanong pa kung anu pa ang bibihin ko naka mad face na sya sa akin. Then ako tanong ko sya kung anu problema nya. Ngdamog lang sya sa akin
Napaka walang respeto ng PA NAME WAS TUESDAY the fact na maayos mo kinausap ngpakabilad ka na sa araw sa labas ng store at the end gaganunin ka pa ng PA nyo. Sana mabigyan nyo ng aksyon para d na maulit pa sa iba.
Salamat
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COMPLAINT #12524 - Service Issues