Disastrous service

Item: Marara Pharmacy
Rating: 1
Author: Leon T

I never in my life experienced such poor service, especially from a pharmacy that is gambling with peoples life's due to their absolutely non-existence of service delivery. It is beyond imagination that Bonitas could terminate the services of Pharmacy Direct and move to Marara Pharmacy as their chronic medication DSP. In January 2025, it took them 2 weeks from the submission of the scripts to submit a claim to Bonitas and then another 10 days for delivery of the medication, which was only qty 28 and not 30, as prescribed. The repeat claim was only submitted on 1st March 2025 and I immediate paid the co-payment online through the Marara app. Now 11 days later still waiting for the shipment details, no chronic medication and no communication from either Marara or Bonitas. They should be investigated by the medical council.

Helpful (0)

Replies (1)

Marara Pharmacy's replyOfficial

11 Mar 2025, 15:43

Dear Leon T,

Thank you for sharing your concerns, and we sincerely apologize for the negative experience you've had with our services. We understand how important timely delivery and clear communication are, especially when it comes to chronic medication, and we deeply regret that we did not meet your expectations.

We are truly sorry for the delays in both the processing of your claims and the delivery of your medication. This is not the level of service we aim to provide, and we are investigating the matter to identify the cause of these delays and to implement immediate improvements.

We understand the impact this has on your health and peace of mind, and we are committed to addressing these issues as a matter of priority.

Please know that your feedback has been escalated to our management team, and we are working closely with Bonitas to resolve the outstanding issues with your chronic medication claim.

We will ensure that you receive the correct quantity of medication as prescribed, and we will provide you with shipment details as soon as possible.

We understand your frustration, and we assure you that we are actively working to improve our processes, so this type of situation does not happen again.

Once again, we sincerely apologize for the inconvenience you've experienced and appreciate your patience as we work through these issues.

Regards,

Marara Customer Experience team.

Marara Pharmacy's reply11 Mar 2025, 15:43

Official

Dear Leon T,

We understand your frustration, and we assure you that we are actively working to improve our processes, so this type of situation does not happen again.

Once again, we sincerely apologize for the inconvenience you've experienced and appreciate your patience as we work through these issues.

Regards,

Marara Customer Experience team.