1 reviews | Active since May 2023
Appalling service from Bonitas and Marara pharmacy
Good day,
I have sent my chronic script to marara pharmacy on the 5th of February and to date have not yet received my medication.
The day I sent my script I called marara pharmacy, held on for almost half an hour before speaking to a consultant and advised the consultant that I need my medication urgently as I am running out of medication. She told me she will mark it as urgent and I should get my medication within 2 to 3 days time.
I've made numerous calls to marara pharmacy to no avail.
6 days after sending my script, I emailed marara pharmacy for feedback and to no surprise they did not even respond to my email to date.
On the very same day I called bonitas after a hold of approximately 20 mins, I explained the issue to the consultant who said to me he will call marara pharmacy to find out what's going on and revert back to me , I held on and he told me that the consultant can see my script and my medication should be delived last week Tuesday latest Wednesday! It's almost a week later and still have not received it.
The what'sapp no that marara pharmacy does provide goes to Bonitas and not directly to marar pharmacy! When you chat on what'sapp the chat bot sends a link to log into the bonitas site which is a waste of time as information is very limited. When you do chat to an online consultant they refer you back to marara pharmacy! A real circus dealing with Bonitas and Marara pharmacy absolutely pathetic to say the least.
My parents go to a government hospital and there service delivery is far better than Bonitas and marara pharmacy. Do the staff and Marara pharmacy realize that some people needs these chronic medication to survive or they just dim wits thinking that it's like sweets?
This service is absolutely unacceptable and I will go on all social media platforms and institute legal action if I have to because this is playing with people's lives. At the end of the day we pay for a medical aid it's not free.
To date I have not received my medication!! I've also sent and email to the ombudsman and I've tagged bonitas and marara pharmacy and neither of them even contacted me to atleast offer a simple apology!
Regards, Raheem
First and foremost, I would like to extend our sincerest apologies for the frustration and inconvenience you have experienced in trying to receive your chronic medication. We understand the importance of your medication and the urgency with which it needs to be delivered.
We deeply regret the delays you’ve encountered, and it is clear that our service has not met your expectations, nor our standards. We sincerely apologize for the lack of communication and the time you have spent attempting to resolve this matter.
Please be assured that we are taking your concerns very seriously. To investigate this thoroughly and expedite the delivery of your medication, I have escalated this issue with our internal team, including a review of our communication as Marara pharmacy. We will ensure that the urgent nature of your prescription is addressed immediately, and we will prioritize its dispatch.
Additionally, I will personally follow up with our pharmacy team to ensure that your medication reaches you without any further delay. We truly value your feedback, and your experience is far from the service we aim to provide.
I assure you that we are committed to improving our processes to avoid situations like this in the future.In the meantime, if you have any further questions or need additional assistance, please do not hesitate to contact me directly at ***.
Once again, we apologize for the distress this has caused. We understand that your health and well-being are of the utmost importance, and we are dedicated to resolving this promptly.
Regards, Marara Customer Experience team.
First and foremost, I would like to extend our sincerest apologies for the frustration and inconvenience you have experienced in trying to receive your chronic medication. We understand the importance of your medication and the urgency with which it needs to be delivered.
We deeply regret the delays you’ve encountered, and it is clear that our service has not met your expectations, nor our standards. We sincerely apologize for the lack of communication and the time you have spent attempting to resolve this matter.
Please be assured that we are taking your concerns very seriously. To investigate this thoroughly and expedite the delivery of your medication, I have escalated this issue with our internal team, including a review of our communication as Marara pharmacy. We will ensure that the urgent nature of your prescription is addressed immediately, and we will prioritize its dispatch.
Additionally, I will personally follow up with our pharmacy team to ensure that your medication reaches you without any further delay. We truly value your feedback, and your experience is far from the service we aim to provide.
I assure you that we are committed to improving our processes to avoid situations like this in the future.In the meantime, if you have any further questions or need additional assistance, please do not hesitate to contact me directly at ***.
Once again, we apologize for the distress this has caused. We understand that your health and well-being are of the utmost importance, and we are dedicated to resolving this promptly.
Regards, Marara Customer Experience team.