Flawed Complaint Resolution

My name is Thuso Mokoena. I reported an ********* conduct of a Pharmacy Assistant during my visit at Parkdene Discheme Pharmacy on 18 October 2025. I sent a formal complaint to SAPC on 19 October 2025 pertaining to their employee who yelled at me when calling me for assistance. I did express how i felt shouted by this particular Pharmacy Assistant who has 20 years of service with them according to the name tag she had. What was worse for me, was the fact that i brought it to her attention that i felt shouted at and that hurt my feelings but instead of her offering an apology, she simply said to me "that is how i speak". In that situation, there was absolutely no reason that warranted her addressing me in that manner as she didn't have to call me out more than once to get my attention. I would have given her a benefit of a doubt that all she was trying was to scream so that i could hear her as i couldn't hear first time she called me out, but it was not the case in this scenario.

SAPC sent me an acknowledgement letter of my complaint on 17 November 2025, with refence KC10038 also informing me, i will be informed of their investigation's outcome in due course. On 14 May 2025, i received another correspondence from SAPC with a subject CPI Progress Report. The contents of the email contained a 4 bullet feedback informing me which one of them informed me that the matter needed to further action due to no evidence of unprofessional conduct and i was also informed that the matter is finalised and closed.

I responded on 15 May 2025 expressing my dissatisfaction regarding their investigation process and outcome and i specifically asked for them to provide me with reasons that made them reach the conclusion they reached. At no point did they contact me to check if there were any witnesses on the day or to just let me know if there is any type of evidence i could bring forth, they concluded the matter on their own. Furthermore, i really question what they stand for as a business because they basically invalidated my feelings by taking their employee's side clearly. How did they reach a conclusion that i was not supposed to be hurt by how i was addressed by their employee? I was the one at the receiving end and i am the only one who felt the emotions i felt at that time. How did they also deal with the fact that i reported to them that i actually told their employee how their conduct offended me and instead of apologizing, she continued to make an excuse about how that is her natural tone. I found her tone aggressive and that hurt me and that is the bottom line, whether she is used to addressing people in that manner and they never get offended that's beside the point because i personally took offense and i told her that.

In conclusion, my perception of SAPC after my experience with them is that they do not value their clients feelings or perception. They care about making a sale and the after/during sale experience is none of their business. Their main goal is making money and protecting their employees at all cost, no matter their conduct towards clients and that explains why madam Felicity Markgraaff-P53912 could boldly say to my face "that is how i speak" with no remorse because she knew there won't be any consequences for her ********* conduct.