Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Marara Pharmacy presents a sharply divided picture. Live chat and WhatsApp agents, especially Adrian and Lize Binsbergen, earn warm praise for fast, knowledgeable help under Customer Service & Staff Quality (3.0). However, patients consistently report chronic medication arriving late, short, or not at all, with weak follow-up, driving low scores for Coverage, Benefits & Plan Transparency (1.4) and Claims Processing & Authorisation (1.3).
Top Strengths:
- •Customer Service & Staff Quality: Named agents such as Adrian, Lize Binsbergen, Devante and Faith are repeatedly described as patient, knowledgeable and willing to go the extra mile. Front line chat staff frequently resolve queries on first contact, though pharmacy and clinical staff draw far harsher criticism.
Replied to 92% of negative reviews
Reply time on negative reviews: 41h 14m
TrustIndex
4.7
Ranking
#1
in Pharmacy
Reply Time
26h 27m
NPS Score
-63
Recommended: Unlikely
Replied to 92% of negative reviews
Reply time on negative reviews: 41h 14m
Nov '25 - Oct '26
Frequently Asked Questions About Marara Pharmacy
What do customers say about Marara Pharmacy?
Based on recent customer reviews, Marara Pharmacy presents a sharply divided picture. Live chat and WhatsApp agents, especially Adrian and Lize Binsbergen, earn warm praise for fast, knowledgeable help under Customer Service & Staff Quality (3.0). However, patients consistently report chronic medication arriving late, short, or not at all, with weak follow-up, driving low scores for Coverage, Benefits & Plan Transparency (1.4) and Claims Processing & Authorisation (1.3).
What is Marara Pharmacy's biggest strength?
Marara Pharmacy's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Named agents such as Adrian, Lize Binsbergen, Devante and Faith are repeatedly described as patient, knowledgeable and willing to go the extra mile. Front line chat staff frequently resolve queries on first contact, though pharmacy and clinical staff draw far harsher criticism.
What are the most common complaints about Marara Pharmacy?
The most common complaint about Marara Pharmacy, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Account Management. Patients describe being invoiced for medication never received, levies and co-payments never communicated until delivery is withheld, promised refunds never paid, and small arrears amounts handed to credit bureaus.
How does Marara Pharmacy compare to other Pharmacy companies?
Marara Pharmacy scores 1.8 out of 5 on Hellopeter's AI analysis of service quality in Pharmacy, compared to the Pharmacy industry average of 1.8. Their strongest theme is Customer Service (3); their weakest is Claims Processing (1.3). The top AI-rated Pharmacy business on Hellopeter is Marara Pharmacy (1.8). How is the AI Score calculated? →
Is Marara Pharmacy trustworthy?
Marara Pharmacy has a TrustIndex of 4.7 out of 10 on Hellopeter, based on 221 reviews in the last 12 months. They reply to 92% of negative reviews, typically within 41 hours 14 min. Hellopeter has tracked Marara Pharmacy across 549 total reviews. How is the TrustIndex calculated? →
Recent reviews (221)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Sept 2015
Marara Pharmacy- What an incompetant Pharmacy!!
Once again, if I could rate ZERO, I WOULD!!! We have again not received our medication, but I got notifications that Marara Pharmacy is already claiming the next lot of medication!! After holding on for 24 minutes to speak to someone, they just cut me off! I can't understand why I get forced by Bonitas to make use of an incompetant Pharmacy...🤷♀️🤦🏼♀️
1 reviews | Active since Sept 2015
Marara Pharmacy- What an incompetant Pharmacy!!
Once again, if I could rate ZERO, I WOULD!!! We have again not received our medication, but I got notifications that Marara Pharmacy is already claiming the next lot of medication!! After holding on for 24 minutes to speak to someone, they just cut me off! I can't understand why I get forced by Bonitas to make use of an incompetant Pharmacy...🤷♀️🤦🏼♀️
1 reviews | Active since Mar 2024
Critical Delivery Failure of Vital Medication and Rude Service – Marara Pharmacy
I am absolutely appalled by the shocking service and total lack of empathy I experienced from Marara Pharmacy. They failed to deliver my vital medication, which is a direct threat to my health and well-being. When I reached out to get answers and resolve the issue, I was met with extreme rudeness from the customer agents. Two agents in particular, Mongezi and Tebogo, provided terrible service and were completely unhelpful during a critical situation. This is a pharmacy handling people's healthcare, yet their staff treat patients with utter disdain and zero professionalism. I strongly advise people to avoid using Marara Pharmacy if they value their health and expect decent customer service. I demand that management contacts me immediately to address this delivery failure and the unacceptable conduct of Mongezi and Tebogo.
1 reviews | Active since Mar 2024
Critical Delivery Failure of Vital Medication and Rude Service – Marara Pharmacy
I am absolutely appalled by the shocking service and total lack of empathy I experienced from Marara Pharmacy. They failed to deliver my vital medication, which is a direct threat to my health and well-being. When I reached out to get answers and resolve the issue, I was met with extreme rudeness from the customer agents. Two agents in particular, Mongezi and Tebogo, provided terrible service and were completely unhelpful during a critical situation. This is a pharmacy handling people's healthcare, yet their staff treat patients with utter disdain and zero professionalism. I strongly advise people to avoid using Marara Pharmacy if they value their health and expect decent customer service. I demand that management contacts me immediately to address this delivery failure and the unacceptable conduct of Mongezi and Tebogo.
1 reviews | Active since May 2015
Terrible communication
Uploaded prescriptions on the 30th of September, and still have not received any response feedback or any type of communication from them, have been chatting to them about this on whatsapp, emailed them, tried to ask for call backs but nothing. They sent rhe wrong medical su6and I'm waiting for my own medication.
1 reviews | Active since May 2015
Terrible communication
Uploaded prescriptions on the 30th of September, and still have not received any response feedback or any type of communication from them, have been chatting to them about this on whatsapp, emailed them, tried to ask for call backs but nothing. They sent rhe wrong medical su6and I'm waiting for my own medication.
1 reviews | Active since Mar 2026
POOR SERVICE, UNPROFESSIONALISM, *********** DELIVERERS
Dear Marara Pharmacy This is My Second Time having to come onto Hello Peter to obtain Results. My Doctor have submitted My Chronic Script on 22 September 2026. To date i have received nothing. I have spoke to various agents but nothing but a mere sorry, I am escalating. My Glucose. Cholesterol, and Hypertension has had various spikes that have had me so sick over the last few days that I kept on calling the Call Centre because if I go get it from any other Pharmacy I need to pay 40% of the script... My Glucose Levels for the weekend was 29|31|26 ... Trust Me, You are Not My Pharmacy of Choice. My Medical Aid made that Decision for me. Please advise me when My Medication, My Chronic Medication will be Delivered.
1 reviews | Active since Mar 2026
POOR SERVICE, UNPROFESSIONALISM, *********** DELIVERERS
Dear Marara Pharmacy This is My Second Time having to come onto Hello Peter to obtain Results. My Doctor have submitted My Chronic Script on 22 September 2026. To date i have received nothing. I have spoke to various agents but nothing but a mere sorry, I am escalating. My Glucose. Cholesterol, and Hypertension has had various spikes that have had me so sick over the last few days that I kept on calling the Call Centre because if I go get it from any other Pharmacy I need to pay 40% of the script... My Glucose Levels for the weekend was 29|31|26 ... Trust Me, You are Not My Pharmacy of Choice. My Medical Aid made that Decision for me. Please advise me when My Medication, My Chronic Medication will be Delivered.
1 reviews | Active since Feb 2019
poor service delivery
Chronic medication delivered late or not at all and agent don't give a damn about it they can't even tell you why it is not delivered in time. You must stsy 4 days plus with diabetic and high blood presure medication and they don't care
1 reviews | Active since Feb 2019
poor service delivery
Chronic medication delivered late or not at all and agent don't give a damn about it they can't even tell you why it is not delivered in time. You must stsy 4 days plus with diabetic and high blood presure medication and they don't care
1 reviews | Active since Jul 2026
Very poor delivery and communication
This was my first time using this pharmacy because they work with my medical aid, Bonitas, and supposedly cover the full cost of my medication. Unfortunately, it was also my FIRST AND LAST time using their service. My biggest issues have been late deliveries and extremely poor communication. My medication has arrived days late compared to the estimated delivery date, and last month I waited almost two weeks for my contraceptive pills. I understand that a delivery date is an estimate, but when it is medication that needs to be taken consistently, the number of tablets supp**** should be taken into consideration so that the next delivery does not arrive after the patient has already run out. I was also later told that there had apparently been an issue on my end with the payment/funds. My question is: how was I supposed to know this? I was not called, emailed, sent an SMS or contacted on WhatsApp to tell me there was a problem. As a customer, I cannot know that there is an issue with my prescription or payment if the pharmacy does not communicate it to me. If there is a problem processing my medication, payment or delivery, I expect to be notified so that I have an opportunity to resolve it. Trying to contact the pharmacy is another major problem. Their phone lines constantly have "high call volumes," regardless of whether you call in the morning, afternoon or later in the day. I have waited 10–15 minutes on the line with no one answering. The Bonitas department is even worse — when selecting the Bonitas option, the call often doesn't even ring and simply disconnects. I submitted multiple callback requests through WhatsApp and received no callback. I also emailed them and received no actual response, only an automated message saying they would get back to me. Even when I eventually contacted them about the previous two-week delivery delay, I was told that there was no reason showing on their system explaining why my medication had been delivered so late. The only reason I was eventually able to speak to someone was because I contacted Bonitas directly, and they added the pharmacy to the call. Once Bonitas had them on the line, the pharmacy answered within about three minutes. Their service has honestly been worse than bad. I will gladly continue collecting my medication from a pharmacy where I have to pay the co-payment, knowing that my medication will be ready when I need it and that I will be notified in good time. I would much rather drive to a pharmacy, collect my pills myself and pay the co-payment than go through this experience again. This was my FIRST AND LAST time using their service.
1 reviews | Active since Jul 2026
Very poor delivery and communication
This was my first time using this pharmacy because they work with my medical aid, Bonitas, and supposedly cover the full cost of my medication. Unfortunately, it was also my FIRST AND LAST time using their service. My biggest issues have been late deliveries and extremely poor communication. My medication has arrived days late compared to the estimated delivery date, and last month I waited almost two weeks for my contraceptive pills. I understand that a delivery date is an estimate, but when it is medication that needs to be taken consistently, the number of tablets supp**** should be taken into consideration so that the next delivery does not arrive after the patient has already run out. I was also later told that there had apparently been an issue on my end with the payment/funds. My question is: how was I supposed to know this? I was not called, emailed, sent an SMS or contacted on WhatsApp to tell me there was a problem. As a customer, I cannot know that there is an issue with my prescription or payment if the pharmacy does not communicate it to me. If there is a problem processing my medication, payment or delivery, I expect to be notified so that I have an opportunity to resolve it. Trying to contact the pharmacy is another major problem. Their phone lines constantly have "high call volumes," regardless of whether you call in the morning, afternoon or later in the day. I have waited 10–15 minutes on the line with no one answering. The Bonitas department is even worse — when selecting the Bonitas option, the call often doesn't even ring and simply disconnects. I submitted multiple callback requests through WhatsApp and received no callback. I also emailed them and received no actual response, only an automated message saying they would get back to me. Even when I eventually contacted them about the previous two-week delivery delay, I was told that there was no reason showing on their system explaining why my medication had been delivered so late. The only reason I was eventually able to speak to someone was because I contacted Bonitas directly, and they added the pharmacy to the call. Once Bonitas had them on the line, the pharmacy answered within about three minutes. Their service has honestly been worse than bad. I will gladly continue collecting my medication from a pharmacy where I have to pay the co-payment, knowing that my medication will be ready when I need it and that I will be notified in good time. I would much rather drive to a pharmacy, collect my pills myself and pay the co-payment than go through this experience again. This was my FIRST AND LAST time using their service.
1 reviews | Active since Sept 2025
Poor service
Disappointed at your service no communication received and my dependent hasn't received medication and when i call Ive been put on hold and transferred to different agent seems like no one doesn't understand the process!!!!!!
1 reviews | Active since Sept 2025
Poor service
Disappointed at your service no communication received and my dependent hasn't received medication and when i call Ive been put on hold and transferred to different agent seems like no one doesn't understand the process!!!!!!
1 reviews | Active since Jan 2018
Ridiculous not trustworthy
Ridiculous I called them Was on hold for 22 min Confirmed that they have my medication in stock Life threatening… I asked please send it This was a week ago I'm still waiting … Now I have to get it at the local pharmacy which are much more expensive So are you going to refund me because of a recording in place that you will send it but didn't *** Not reliable at all
1 reviews | Active since Jan 2018
Ridiculous not trustworthy
Ridiculous I called them Was on hold for 22 min Confirmed that they have my medication in stock Life threatening… I asked please send it This was a week ago I'm still waiting … Now I have to get it at the local pharmacy which are much more expensive So are you going to refund me because of a recording in place that you will send it but didn't *** Not reliable at all