Poor service

Dear Men’s Clinic International Management,

I am writing to formally express my deep dissatisfaction with the service I received at your Bardene Boksburg branch on 9th July 2025.

I called the clinic a day before to book an appointment for my two sons and was given a 10:00 AM slot. In an effort to be punctual, I arrived at the clinic at 7:00 AM and joined the queue. As time passed, more patients arrived, and the queue continued to grow.

At around 9:40 AM, a vehicle from the clinic arrived, and the queue was suddenly split. I asked how the process works, and a staff member with long dreadlocks informed me that the clinic only assists the first 40 patients per day, regardless of bookings. When I mentioned that I had an appointment scheduled for 10:00 AM, I was told that the clinic operates strictly on a first-come, first-served basis.

This was shocking to hear, as no one mentioned this policy when I booked the appointment. The staff member further explained that they only receive enough equipment for 40 patients on Wednesdays. I pointed out that many people in the queue had appointments and had taken leave from work based on their scheduled times—yet none of this was communicated to us. The staff member showed no empathy and simply said there was nothing he could do. When I asked for the head office number, he gave it to me without concern and walked away, showing a complete lack of professionalism or accountability.

I then called the head office and spoke to someone named Pule. I explained my frustration, and he promised to call me back—but never did.

The staff at the Bardene Boksburg branch were dismissive, unprofessional, and made us feel as though we were a burden rather than valued clients. This is unacceptable, especially for a private healthcare institution that should pride itself on patient care and service excellence.

I am extremely disappointed by this experience and will not be returning. I also cannot, in good conscience, recommend your services to anyone else.

I request a formal response to this complaint and clarity on your booking and service policies to avoid this type of confusion and frustration for future clients.

Sincerely, Theo