Complain about a product or service

Brooks Pharmacy

Monroe CT

Cindy of Monroe CT (11/06/02):
Here is the letter my husband sent to Brooks Pharmacy Corp Headquaters: I am writing this letter concerning a problem that I had at one of your stores in my area. I had refilled a prescription last night at your store located at 435 Main Street in Monroe, Connecticut and was supposed to receive 30 vicodin but only received 25. I always count my pills because my wife had a similar problem with one of her prescriptions a while back so we always count our medication.

Upon counting the pills, I realized that I only had 25 in the bottle and contacted Brooks right away to tell them of the error. I spoke to Steve, the pharmacist that was working last night, told him of the situation at which time he told me that was impossible. I requested that he check his inventory and/or check with whomever filled the prescription to see if they could prove me correct. At this time, he informed me that there was no way to know who filled the prescription and he could not check the inventory and that there was no miscount. I know that there might be instances where people lie about medication but I am an honest person and have no reason to lie especially since I have a refill. In speaking with Steve I asked if he was calling me a liar in which his response was “take it as you hear it”.

I do not appreciate being called a liar and find this appalling. I then tried calling the assistant manager of the store for help at which time he told me I would have to call the manager Harold in the morning to try to resolve the situation. My wife contacted Harold in the morning and he checked with his supervisor at which point he said that since this was the first time this has happened in that store that they would give me the five pills. Harold made it a point to tell my wife twice that he was going to enter a note in our profile that our medication is to be counted twice. My wife told me that the way this was said made her feel as though we were lying and that we were in the wrong.

We never received an apology for the mistake and the poor handling of the situation. In conclusion I think an apology is in order and something should be done about the way this store handles their medication distributing and inventory so when this happens to someone else they can find the mistake instead of calling people liars. As a few other people that I have discussed this with, I believe that I will be using another pharmacy in the future.