The complaint has been investigated and
resolved to the customer's satisfactionResolved Safeway Pharmacy Dept — poor poor customer service
resolved to the customer's satisfaction
On Wed. 8/15/12 I called to refill 2 prescriptions in the am and asked for a noontime pickup which was ok'ed. Arrived about 1 pm to pickup and told that they were so busy and asked me if I could pickup later in the afternoon. Note they were so busy that when I went no one was there so I went directly to the counter for service. Now this is another matter. The service in this store stinks - no hello, no greeting. no smile, they just stand if front of you waiting for you to tell them what you bothering them for. I assume that the 2 pharmacist on duty who stand behind the back counter facing you and look like they working so hard not moving away at all doesn't seem to me like they busy because busy pharmacist filling orders would be constantly going to the shelves in search of the medications, filling and returning it to the shelf rather than standing behind the counter looking like they busy playing some video game with no eye contact up front to check to see what's going on. I also assume that they are in charge of the station while on duty and oversee the clerks actions so I blame very poor supervision at this level and this must be a reflection of the stores management not to notice this kind of behavior in your otherwise wonderful store. Same goes for checkouts when 3 or 4 are lied up with 2 checkers and no effort to open another stand and worse there is no stand open for small item buyers to expedite things. No wonder I hear folks say I don't like the new store cuz I shopped at Kapahulu store and found service to be always accommodating there
Anyway, I told the clerk that I will be back the next day to pick it up cuz I didn't have the time to wait another hour or two. Later, I get a call from them to inform that one of the medication is out and they will have it the next day so if I could pick it up about 5 pm. I told them that I will get it the next day about noon which was ok'ed.
Now this is friday 8/17 and I get there about 1 pm and wait in line, only 1 window open and another clerk beside her doing something I guess very urgent cuz she looks at 3 of us in line and keeps doing whatever instead of servicing someone at the other window. Why have 2 windows if your policy is "keep 'em waiting so we look busy". Finally I get to the window facing the same clerk handing her my Humana card again for my pickup and she checks and then ask me if I picked up one of my med so I told her I did not. She then goes to the med stand and checks, and finally arrives with my 2 meds. Got my pickup finally, sign for it and I know I should have kept my dirty mouth shut but after all the frustrations and not even a "sorry for all the hassels", I told her your service sure stinks here and left never to visit Safeway Beretania again and you bet I will tell anyone about this should the occasion arise.
Sorry for my saying but I think your well selected store manager and pharmacists will still remain on duty so one can only expect the same. I hope my experience was an isolated case. I do like the store very much but the pharmacy dept. should be evaluated at the least.
1009 kapiolani blvd apt 3711
honolulu, hawaii 96814
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