Kamsons Pharmacy

"I will refer to Kamsons Pharmacy – Wrythe Lane, opposite Carshalton High School for Girls. On 17 January 2023, my 85 year old mother had 2 Bisoprolol tablets left, which are heart meds, as she has arrhythmia. Having called the pharmacy to order her meds 6 days before, I was informed the script wasn’t ready. The receptionist e-mailed the script again, & I called the gp surgery, only to be told the script had only just been received today. After a call back to the pharmacy, this time, to speak to the male pharmacist Sahil to try to iron out this delay between the pharmacy & surgery, he became immediately confrontational & each time I tried to ask him to explain what had happened, his aggression just escalated. I was told that e-mails weren’t sent to the surgery, (which was odd, as his staff member had just done this 5 minutes ago), & that I should be monitoring these meds as an individual, as they receive 100’s of scripts weekly. As an NHS clinical worker, I am aware of this fact. I informed Sahil that I was happy to monitor a script, if I’d been aware there was actually an issue, before the 11th hour. What followed by Sahil was a torrent of shouting over me for over 45 minutes. Try as I might to refer him back to the initial conversation of how this had come about where an 85 year old had come so close to running out of heart meds that it would be considered dangerous, only exacerbated the situated, so much so, that I was being told that if I continued to insult himself or his staff, he would end the call, together with abusive language towards him. Firstly, as a clinical professional, I was trying to get a response from him alone , & not speaking to all of his staff members (which I find extremely odd) & secondly, In my 15 years of clinical work, I've never once sworn at staff or patients, so why would I suddenly do this on the phone to a pharmacy?? Again, this was extremely odd to me. I was also told that if I continue with being abusive, etc, etc, the call would be closed & he literally shouted “do you UNDERSTAND!! Do you UNDERSTAND!! Do you UNDERSTAND!!” I feel that this was being done to cover himself, because any colleagues or managers listening to his side of the conversation would feel that I was being aggressive & unprofessional, whereas in fact, it was quite the reverse. Having tried in vain for 45 minutes to draw Sahil back to why I was actually making the call, which resulted in him continuing to shout at me, he then cut me off, & I said his name 3 times, with no response. I later found out from the gp surgery that Sahil had in fact returned one of my mother’s scripts to the surgery, refusing to process it. I then had to quickly register my mother at Kamsons pharmacy at Wrythe Green. Having been so appallingly treated, I made an official complaint, asking the Kamsons complaint manager to listen to the recording of the call, which should have been accessed. In Kamsons head office complaint e-mail to me of today, there was no mention of the call having been listened to, which explains their unsatisfactory response. Again, no mention was made that an apology letter would be sent to us in writing by the Sahil, which is pretty much standard procedure in most organisations, that not only I myself have worked in, but throughout the UK. Therefore, because I am justifiably furious with this situation & the abusive & unprofessional way in which I was treated, I am considering escalating this matter to my MP."

"The price of an item was £13.51. They charged £14.99. And when asked they said the price has changed and they forgot to change it on the display label and they can offer a refund if I wanted. They should have been genuine enough to give it at the displayed price as it’s they fault that they didn’t change it."

"I had a severe cough and rang up for medicine I usually take when I am Ill over the counter and the pharmacist is nothing but rude and judgemental . I was told to come down and when I arrived refused to sell me the medication I needed"

"Very slow service with so many staff. Had to return later in day after being informed prescription could not be filled as not in stock. After phoning later and informed prescription was ready for collection had to wait 5 minutes for them to find it!"

"I get my prescriptions online with this chemist which is right next-door to the GP surgery, and the service in the shop is always quick, friendly and helpful. They are thorough about checking if you understand your medicines and will always order any other chemist shop goods that you need and that they do not have in stock. Great little chemists shop."