Well Brundall - The Street

Another awful pharmacy. Son has complex medical needs. Pharmacy received script on Tuesday. Four days later I go in to collect to be told its out of stock. No phone call - apparently they'd be on the phone all day if they did that. Didn't like my response that I didn't care. Suggest that they get some customer service training. Avoid!

I visited this pharmacy today to pick up some prescriptions for my elderly grandmother.

I first arrived at the pharmacy at 10.50am and was told to come back in 45minutes to collect the medication.

I arrived back at the pharmacy at 11.40am and the door was locked. There were 5 customers inside the shop but the door was being locked by staff to prevent further customers entering. The staff were having to continually stop what they were doing to lock and unlock the door to let customers out.

When a member of staff came to let a customer out I tried to enter but the member of staff began closing the door in my face saying "we're closed". This was not only incredibly rude but was 20 minutes prior to their closing time of 12pm as advertised on their opening times notice. The member of staff had also confirmed to me they closed at 12pm when asking me to return.

After stating to the young woman that I had come back as she requested and saying that I found it appalling that they were closing early on a bank holiday with many elderly people in need of unfilled prescriptions she did, eventually let me inside. Once inside the shop I was appalled at the treatment of the elderly customers who were denied entrance repeatedly and some left to stand outside the shop in the cold to wait for their prescriptions. I also noted that none of the customers outside were ever actually provided their prescriptions and were simply ignored until they gave up.

Their were three members of staff working including the pharmacist. The young lady who was controlling the door was doing so at the request of a senior member of staff.

My prescription was not ready until 12.20pm an entire 1hr and 30minutes after my initial request at the counter.

The attitude and behaviour of the youngest member of staff was disgusting. I watched her repeatedly shutting the door in people's faces without so much as asking them what they needed or apologising for their closing early. Many customers were stating that she had asked them to come back and collect but she ignored them and simply locked the door in their face.

No matter how busy you are you should not shut the door in people's faces. I would also state that I do not believe that it should be considered busy enough to close early when you have only 6-10 customers needing serving between three members of staff. They either need to up-skill their staff or hire more if they cannot manage.

By 11.50am they were asking customers to leave via the back door incase someone else tried to enter. This was still within their opening hours.

Their organisational abilities clearly lacked by the state of the shop and also their ability to find and manage customer information (apparently a pile of unorganised papers).

I hope to never have to use this pharmacy again.

I must admit from the previous ladies report I was so grateful to the staff to allow us in and provide us with the prescriptions we required., I know it's a bank holiday weekend but I couldn't thank them enough. Some people it was only a few months ago we were applauding our NHS staff now its come to this (Jessica) you should be ashamed taking photos and invading people's personal privacy. Disgraceful!

They refuse to let people in when they are understaffed (which is all the time). When you do get in the chemist takes approx 6383920 million years to serve a single customer. I have heard her complaining about something or another every time I go in (we're swamped, we're understaffed, our A/C conked out, we're behind...). Idk it's just not a pleasant experience

I want to leave a zero or negative star review but it’s not possible.
Appalling to no organisation & discussion of fully identifiable patient details in earshot of the entire shop - this is wholly unacceptable & does not in any way demonstrate a knowledge of either customer service or Information Governance values.
Re-training urgently required!!!!

Apparently the Well pharmacies are obliged to fill private prescriptions but not this one. Couldn’t suggest what to do to get it dispensed. This is not a good service when you’re feeling unwell on holiday. Won’t be using again.

Used to be fantastic when the previous pharmacist was there - she was brilliant (I believe her name was Esther?!?). Shop is useful lots of great buys. However, all staff apart from Teresa are rude, unwelcoming and unhelpful. On one occasion I was feeling particularly unwell and the pharmacist almost left me in tears, all because they hadn’t got my prescription ready on time. So bad I have resorted to an online delivery of mine and my husbands medications. Such a shame as would much rather use local services.

Having complex medical needs I have relied on this pharmacy for years 👍
They have always been very helpful, the staff are nice and easy to deal with.
They have had a tough time over the last 15 months but I have managed to get my medication without any issue "ever" .
I always treat staff and people as I wish to be treated myself so therefore I have always been treated very well.