Mercury Drug does not condone lapses of erring employees 

Batanes to Tawi-Tawi

Julmunir I. Jannaral

When one is already a dual citizen being a Senior Citizen aside from being a Filipino Citizen, chances are drug stores are nowadays visited most often by anybody who has reached the age of maturity already.

That is many Senior Citizens can be seen queuing at the counter of drug stores to buy maintenance medicines.

Actually the topic of my column for this week is about the lapses of the Mercury Drug as a leading drugstore from “Batanes To Tawi-Tawi.” This is not a commercial and this column is not in any way endorsing Mercury Drug but I want to share my readers that as a Senior Citizen I had indirectly or directly affected by the misdemeanor or lapses of the Pharmacist of Mercury Drug situated near my place here at Molino 2 at Blk 6 L192 Nat’l Rd. cor. Horse Shoe Drive, Bacoor City, 4102 Cavite.

I sent a member of my household to buy for me a Lantus Solo Star Insulin but my Senior Citizen ID Card that was Issued by the Office of Senior Citizen Affairs (OSCA) of City of Manila was not honored and that would have entitled me to a discount of 20 percent. 

Actually the problem per se does not lie on the Senior Citizen ID but on my prescription issued by my Endocrinologist at Manila Doctor’s Hospital, Dr. Jowett Jardine M. Golangco that was dated right on Valentine’s Day on February 14, 2020.

Nevertheless, I was not able to renew the said prescription since beginning March 12, 2020  due to this Covid-19 pandemic, I observed the health protocol of “Stay At Home” and only on Wednesday, July 23, 2020 I set foot again in Metro Manila to meet my long time friends who are Father and Son tandem who tendered a sumptuous dinner at a restaurant inside the Venice Grand Canal Mall at McKinley Hill in Bonifacio Global, Taguig City.

Anyway going back to the Mercury Drug lapses, a member of my household in charge of buying essentials for me like medicines was not able to buy because she met the Pharmacist Assistant Katherine Nakila of Mercury Drug Molino 2 who is so rude or “Masungit” to Customers especially Senior Citizens or those who are lined up in the counter reserved for the Seniors. 

Katy as her first name engraved on her nameplate did not honor my doctor’s prescription although it was explained to her the non-renewal was due to my failure to see my doctor when Manila was at first under ECQ (Enhanced Community Quarantine) then followed by GCQ (General Community Quarantine).

It was good enough Branch Manager Connie Cadudu-an called me by Cellphone the following day where she apologized for the lapses of her Staff. Then thanks to her she allowed us to buy my much needed Insulin even in the absence of renewed prescription. But for more or less 5 years now I have been using the same type of Insulin though I have transferred from one Endocrinologist to another.

Somehow my decision is final that my demand is for this rude Pharmacist Assistant KATHERINE NAKILA to be transferred to another Mercury Drug branch. For her conduct unbecoming of a Pharmacist, I want her to take the dose of her own medicine. But I just don’t know if Mercury Drug sells a drug or medicine with a tablet or capsule or any liquid formula that can cure an unruly behavior like this Katy.

But before I end this column I would like to express my heartfelt thanks to the Owner and President of Mercury Drug Corporation, Ms. Vivian Que-Ancona, who is also a Pharmacist by profession and the eldest daughter of Mercury Drug Founder, Mr. Mariano Que who organized Mercury Drug from a small drug store in 1940 to what is now a vast chain of drug stores as I have said with thousands of branches spread all over from “Batanes To Tawi-Tawi” and employing some 15,000 employees.

In a nutshell, Ms. Azcona without much delay advised her Customer Service to answer my email complaint dated July 19, 2020 the following morning.

This is the excerpt of the letter:

“We are writing regarding your recent experience at our store. 

We take great care to ensure that our customers are happy with our service and we regret that there had been a lapse in our service. We understand how you feel. 

Please expect a call from us about this.” 

Yes the Customer Service is true to their words wherein on Thursday while I was riding a rented car to NAMRIA in Fort Bonifacio, Taguig City a female voice at the end of the line called me up and identified her name as Jo from the Customer Service at the head office of Mercury Drug Corporation and to apologize to me of the bad experience of the member of my household sent in an errand to buy my essentials at the Mercury Drug Molino 2 in Bacoor City, Cavite.

I told Jo thank you that Mercury Drug does not condone the wrongdoing or lapses of their employees. 

But my decision has remained steadfast and that the erring Mercury Drug employee, Ms. KATHERINE NAKILA has to swallow the dose of her medicine and I politely asked her Branch Manager CONNIE CADUDU-AN to transfer her without further delay to any other branch and if only Tawi-Tawi has a branch, I would love her to be assigned there ASAP! (JIJ)

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