I am writing this letter to bring to your attention that i am not satisfied with your quality of services provided by Mercury Drug P. Oliveros branch near Antipolo Cathedral. I am talking about the staff service of Ms Jho-an on December 5, 2020 (saturday) at around 3:45 pm.
There was a qeueing line in front of me and when it was my time, i asked the staff in front of me if they still sell panoxyl. She is not familiar with the brand so i presumed she asked for help with her senior staff ms jho an.
She told me in an “uncaring” manner that they dont sell this brand. So i asked again if they have a similar brand that contains benzoyl peroxide (since i am a using this brand for too long to know the ingredients used) she scolded me that they dont sell it over the counter and that i must have a prescription for it to use.
I was dumbfounded because i always buy it here. And i have been prescribed by my doctor.
To complain it shortly:
1. She did not give her services effectively and empathetically by the way she treats your customers.
2. She did not explain to me well that there were other options, later when i gave the staff some of the equivalents of the drug i wanted to buy.
3. The drug i was buying was over the counter
4. She told me that she just butted in for the staff i was asking because the staff was just a newbie. So i told her that it is her responsibility as her senior to show respect and cordial service for she is a guiding senior for that newbie. If that is how she treats your customer surely the newbie will follow her misdemeanor.
5. The way she explained to me was degrading that i was just some kind of dumb customer and explains to me that just “cares” for my skin? then why did she acted “uncaring” towards me?
6. She doesnt follow protocol by your institution regarding complaints because she told me that she was not the one who received my order. But, as the new staff’s “senior” she should be responsible on how to be of good service for her customer.
I have been a regular client of your business but now i am completely disappointed. I expect quality service even in the time of a pandemic and requests you to address this issue with immediate attention not just for me, but for the benefit of your customers be it may present and future.
Thank you
Brian Sameer Baile, RMT, MMPA, MHA
Bacteriologist III
Section head bacteriology
Philippine Orthopedic Center