Needs To Prescribe Some Anger-Management
Germany, Jerk, Pharmacy | Healthy | March 3, 2018
(I work at a call centre for a German online pharmacy. Unlike other pharmacies, we allow customers to pre-order medicines which requires prescriptions. It should go without saying, but we’re not allowed to ship orders that contain a prescription, until the original is sent to us by a postal service. There are also no shipping costs for our customer, if there is a prescription.)
Me: “Your [Pharmacy]. You are speaking with [My Name].”
Customer: “I placed an order last week at your store and it still hasn’t arrived. Where is it?”
Me: “Oh, that doesn’t sound so good. Could you please tell me your order number?”
(The customer doesn’t have it, so I search for her by name. It takes me a while to find her, as she has a very common name and doesn’t want to give me her postal code.)
Me: “Ah, there we have you. I’m afraid your prescription for [Medicine] hasn’t arrived yet.”
Customer: “This is outrageous! I do not need a prescription for that order! Send them to me at once!”
(I try to stay cool.)
Me: “Ma’am, [Medicine] requires a prescription, by law. We cannot deliver this order until we have the original prescription.”
Customer: “Then you should at least have told me so!”
Me: “Our online store has classified this item as one that requires a prescription. You have also received an order confirmation that asks you for your prescription.”
Customer: “No, I never received a confirmation, so don’t dare lie to me!”
Me: “Uh… Ma’am, I do not understand; you received the confirmation on [date and time].”
Customer: “No, I never did; I’ll show you!”
(I can hear her typing and the sound of a mail program opening. She waits for a moment, and then she starts mumbling to herself.)
Customer: “’Dear Mrs. [Name], thank you for your order. Please send us your your original prescription by mail, so we can continue with that order.’”
(The customer wheezes angrily.)
Customer: “This is way too complicated with your store! Other pharmacies will send them to me immediately!”
Me: “Ma’am, even other pharmacies have to wait for your prescription, as [Medicine] requires one.”
Customer: “I will never order at your store ever again! I’ve never been insulted this badly in my entire life!”
(The customer called the next day. She made a new order without the prescription and asked if that was all right
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