Shoppers Drug Mart

I had a very negative experience with the pharmacy at the Mitton Street shoppers. In October I submitted a refill request using their telephone automated refill request service in October. The request included contacting my doctor by fax as repeats had run out. Friday Nov,5 I went in expecting my medication to be available for pick up. It was not, I was told "No", they had not heard from my doctor, I would have to contact him. Being a medication that can not be stopped abruptly I had to go into blue water health this past weekend to obtain a prescription. Called my doctor Monday Nov 8,21 the pharmacy had in fact never contacted my doctor by fax at all. Their front store manager when I addressed my concern made a statement suggesting my doctor may have been gone for two weeks and had there fax machine turned off. This was not accurate at all and I did not appreciate the accusation. Claiming they strive to provide good customer service I told the store front manager they had done nothing for me. An informed her I had been a patient of the same family doctor for years and their office was not lying to me. Told her I was calling head office and giving them a poor online review. Five minutes later one of their pharmacist called me apologized and admitted, due to a glitch in their system they; in fact never contacted my doctor. She then Offered to contact my doctor straight away to fill my prescription. I appreciated her honesty and effort however, I had already asked my doctor to forward my prescriptions to a new pharmacy. The pharmacist who declined to help me the previous Friday seemed disapproving when I first started this particular medication. Also thought a doctor at Blue Water Health prescribed to high of a medication dose to me this past summer. However turned out the doctor was right then as well. Now I can appreciate a pharmacist is an expert in medications. But I have been a customer here since 2004. I don't appreciate the way I was simply brushed off By phone request and in person. If staff felt I should contact my doctor rather then the pharmacy sending a fax. I would have appreciated the courtesy of a phone call and friendly communication requesting I do so. Further why offer a service to contact customers doctors regarding refills. And why offer to access a person need for medication to allow enough to get them by until their doctor is contacted. When you have a team member flat out refusing to do this for customers. Barking out a BIG "NO" CONTACT YOUR DOCTOR from behind a counter with, no eye contact or; any physical in person contact. This does not make a long time customer feel valued. I am not happy and did not appreciate the way this was handled at all. This poor service left me on a weekend without a medication I need. A medication that should not abruptly be stopped. This poor service could have been avoided with some kind courteous service. Abrupt barking mannerisms very un professional.Thank you to the Pharmacy team member who did call today and communicated in a fair appropriate manner.