1 reviews | Active since May 2013
Appalling service from Marara Pharmacy
On the5 /01/2025 we were advised by Bonitas that their previous DSP (Pharmacy Direct) would only honour scripts until 1/06/2025 and thereafter we were to use Marara Pharmacy. As both our scripts were coming to an end we obtained new scripts and emailed them to Marara on 16/01/2025. Apart from a telephone call from Marara to confirm our delivery address we heard nothing from them or Bonitas despite repeated emails asking them to advise when our medication would be delivered as our last meds were dispensed on the 27/12/2024. My wife has run out of her diuretics and epilepsy meds and I had to go to a pharmacy to get her a 10 day supply. There is absolutely no excuse for them not contacting us as they have both of our email addresses and telephone numbers.
I spent 44 mins of my airtime being pushed from pillar to post and was told by 2 different people that they had only received my script and not my wife's. This is impossible as both scripts were sent in the same email as 2 PDF's. Someone even asked us if the meds were required urgently. Eventually we were put through to a lady called Rosslyn who was the only person that we spoke to who made any sense at all and knew what what she was doing. Big ups to Rosslyn.
This is a poor way to start a relationship and is not a good indication of their service standards at all. If I could I would give them zero stars. Zero service until I was put through to Rosslyn
Thank you for bringing your concerns to our attention. We deeply apologize for the frustration and inconvenience that you and your wife experienced with our service. We understand how important it is for you to receive your medication on time, and we sincerely regret that we did not meet your expectations.
Upon reviewing your case, we acknowledge that there was a breakdown in communication regarding the processing and delivery of your prescriptions. While we did receive the email with both your and your wife’s prescriptions on January 16, 2025, it appears there was an internal issue that led to a delay in processing one of the scripts.
This oversight should have been addressed sooner, and we apologize for the confusion and lack of follow-up on our part.
We truly appreciate your feedback about Rosslyn. We are pleased that she was able to provide the clarity and assistance you needed. Rest assured, we are taking immediate steps to review our processes and ensure that all prescriptions are handled efficiently moving forward. Additionally, we will implement a more streamlined communication protocol so that customers do not experience delays or miscommunication in the future.
Once again, we apologize for the inconvenience caused and thank you for your patience. Should you have any further concerns or require immediate assistance, please don’t hesitate to contact us directly on ***.
Regards,
Marara Customer Experience team.
Thank you for bringing your concerns to our attention. We deeply apologize for the frustration and inconvenience that you and your wife experienced with our service. We understand how important it is for you to receive your medication on time, and we sincerely regret that we did not meet your expectations.
Upon reviewing your case, we acknowledge that there was a breakdown in communication regarding the processing and delivery of your prescriptions. While we did receive the email with both your and your wife’s prescriptions on January 16, 2025, it appears there was an internal issue that led to a delay in processing one of the scripts.
This oversight should have been addressed sooner, and we apologize for the confusion and lack of follow-up on our part.
We truly appreciate your feedback about Rosslyn. We are pleased that she was able to provide the clarity and assistance you needed. Rest assured, we are taking immediate steps to review our processes and ensure that all prescriptions are handled efficiently moving forward. Additionally, we will implement a more streamlined communication protocol so that customers do not experience delays or miscommunication in the future.
Once again, we apologize for the inconvenience caused and thank you for your patience. Should you have any further concerns or require immediate assistance, please don’t hesitate to contact us directly on ***.
Regards,
Marara Customer Experience team.