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Original poster

Mistaken identity at chemist - would you complain?

144 replies

wallpoppy · 30/05/2022 20:38

Earlier today at Boots - took my hair products and chocolate to the counter so I could get a box of Nurofen+ and pay for it all together- the pharmacy assistant sort of looked at me for a moment and then said sorry, no, you were just in here yesterday for the same thing, I can't sell you any more.

I was definitely not in yesterday for the same thing, the last time I bought a box of Nurofen + was probably two years ago, if not longer. I actually joked at first- oh yeah I do have a chocolate addiction but I definitely wasn't in here yesterday- but she just said I'm really sorry, codeine is an addicting medicine and we have to be careful.

So I got serious and said "I understand, but you have mistaken me for someone else, I was not here yesterday and I haven't purchased this medication recently - I am very responsible, and I just take one or two doses once every few months when I have an extremely bad endo flare-up. Can I please complete my purchase?" and she sighed and looked over to the pharmacist, who had heard all the exchange. He was polite but said that he had to back up his staff and if she said she sold these to me yesterday then there was nothing he could do.

So I just huffed, said fine, she's completely mistaken but fine, and I paid for my other stuff and stopped at another Boots on the way home where I completed my drug purchase with no bother. But it was so embarrassing (other people standing around the whole time witnessed it). Should I complain? On one hand, it feels like a one-off weird experience that I should just forget about, but on the other hand I feel a bit hard done by! What would you do?

OP posts:
Mangogogogo · 30/05/2022 20:39

You said the words ‘can I please complete my purchase?’ 😐

Johnnysgirl · 30/05/2022 20:42

You can buy these over the counter at a supermarket. Whole thing's hardly credible, really.

OddSocksSparklyDocsandDungaree · 30/05/2022 20:43

Complain about what?! If anything, you should praise them for being so vigilant in stuff like that. I understand it was mistaken identity, fair enough. But it's good they're clamping down on things like that :)

Smartiepants79 · 30/05/2022 20:45

Hmm, I think I’d leave it. They’re just trying to keep people safe. Complaining isn’t going to change anything.
I’m surprised there’s not more robust and reliable systems if this is something they’re expected to do though.

frogswimming · 30/05/2022 20:52

I wouldn't complain. It's their mistake, but it's like being refused alcohol when you're 21 coz you look 17. They have to be strict to make sure. I wouldn't be embarrassed either. It's just one of those things.

(What's wrong with saying 'please can I complete my purchase?'? Sounds a perfectly normal and polite thing to say in the circumstances.)

StrictlyAFemaleFemale · 30/05/2022 20:55

She wasnt trying to piss you off though I get it's annoying, and slightly insulting, and inconvienient.

Dougalneedsahaircut · 30/05/2022 20:56

Johnnysgirl · 30/05/2022 20:42

You can buy these over the counter at a supermarket. Whole thing's hardly credible, really.

You can only by products with codeine in the chemist.

redredredredlorry · 30/05/2022 20:58

Johnnysgirl · 30/05/2022 20:42

You can buy these over the counter at a supermarket. Whole thing's hardly credible, really.

Nurofen, not nurofen+. Nurofen+ has codeine and is only available from behind the counter in pharmacies. It is particularly prone to abuse because people aren't as concerned about ibuprofen overdose as they are paracetamol.

Thinkingblonde · 30/05/2022 20:58

Johnnysgirl · 30/05/2022 20:42

You can buy these over the counter at a supermarket. Whole thing's hardly credible, really.

If it’s got codeine isn’t it pharmacy only medication ?

PizzaPatel · 30/05/2022 20:59

No, i wouldn’t complain

Pregante · 30/05/2022 21:01

Yes complain - it's annoying and embarrassing to do that loud enough for other people to hear. She got it wrong and shouldn't have refused you unless she was 100% sure. You may get a voucher for your next lot of goodies.

Sweepingeyelashes · 30/05/2022 21:02

I would complain. If she's that clueless who knows what else she's doing. I would make them review the security tapes and kick up a fuss about being defamed as a person who abuses drugs. I would be demanding an apology.

Tee20x · 30/05/2022 21:03

I wouldn't complain but it is annoying. I had a similar thing when I went into a sainsburys and picked up a lemsip, Sudafed & nurofen - was told I could only have 2 products when before it was 2 paracetamol containing products - somewhere along the line they changed their policy.

All stupid really as they acted as if I was some addict & if that were the case I could have walked 500m to a different sainsburys and got it anyway. All it did was annoyed & inconvenienced me.

Antarcticant · 30/05/2022 21:03

Going against the grain, I would complain.

It's not a very robust system if they are relying on the same pharmacist being on duty and recognising a repeat customer. If they are serious about it they should take a name when selling a potentially addictive product. Otherwise it's pointless - if a different person was on duty, it would be missed - and there is the potential for mistaken identity as in your case.

Antarcticant · 30/05/2022 21:07

Antarcticant · 30/05/2022 21:03

Going against the grain, I would complain.

It's not a very robust system if they are relying on the same pharmacist being on duty and recognising a repeat customer. If they are serious about it they should take a name when selling a potentially addictive product. Otherwise it's pointless - if a different person was on duty, it would be missed - and there is the potential for mistaken identity as in your case.

To add, I would phrase my complaint about the system not the pharmacists, as the staff were probably following instructions and it sounds as though they tried to be polite about it.

Oblomov22 · 30/05/2022 21:10

@OddSocksSparklyDocsandDungaree
I completely disagree. Of course she has reason to complain. Mistaken identity. I would've asked to see the manager and asked for proof that she sold you the same yesterday, just to prove a point. This would've really hacked me off.

gettingolderandgrumpy · 30/05/2022 21:13

I think it’s a bloody daft rule if you did have drug addiction you’d go to a different chemist which you did so hardly stopping you . Would a shop assistant refuse to serve alcohol because they sold you wine yesterday and think your a alcoholic, no they wouldn’t.would I complain though no . You must have a doppelgänger op .

Lochroy · 30/05/2022 21:13

Oblomov22 · 30/05/2022 21:10

@OddSocksSparklyDocsandDungaree
I completely disagree. Of course she has reason to complain. Mistaken identity. I would've asked to see the manager and asked for proof that she sold you the same yesterday, just to prove a point. This would've really hacked me off.

Yep, me too.

LakeTiticaca · 30/05/2022 21:22

She must have a near photographic memory if she can remember every customer she serves. Even if it was you the day before, I Don believe there is any rule to say you can't buy more nurofen the day after. You should have asked for the store manager and complained

woq · 30/05/2022 21:26

I agree, you should complain. Complain about the system, and the pharmacist who refused the sale.

MarvellousMay · 30/05/2022 21:26

Yes I would complain because I hate Boots.

Clevs · 30/05/2022 21:27

I would complain too.

LaLaLouella · 30/05/2022 21:30

I would complain too - if it's so dangerous that it needs to be controlled do it properly! Prescriptions, ID etc. otherwise it's a totally random pain in the arse for consumers and puts an undue pressure on pharmacies to keep a mental track if purchasers.

hoomaeyya · 30/05/2022 21:30

Definitely complain.

CornishPorsche · 30/05/2022 21:30

I would complain - again about the poor system as opposed to the specific member of staff. If they are relying on someone's fallible memory to identify who is at risk of overdosing on codeine, the system is unworkable. If they want to keep a register / scan a Clubcard, that's up to them but to base in on whether a member of staff is on duty at the right time of day a few days in a row, and then assume they'll recognise someone's face again is simply inadequate.