LP
Lebo P
1 reviews | Active since May 2009
18 Jun 2025, 09:54
Extremely Poor Service and No Delivery of Chronic Medication
I submitted my chronic medication prescription to Marara Pharmacy on the 4th of June 2025, and as of today, the 18th of June, I have not received anything.
Despite multiple follow-ups, there has been no progress, no communication, and no sense of urgency. It honestly feels like the pharmacy just doesn't care about its patients — particularly those who rely on chronic medication to manage their health.
This level of service is unacceptable, especially for a pharmacy entrusted with delivering essential medication. If Marara Pharmacy is unable to handle the volume or provide even basic customer service, this must be addressed urgently. We deserve better — our health depends on it.
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Marara Pharmacy's replyOfficial
19 Jun 2025, 13:58 Dear Lebo P,
Thank you for taking the time to share your concerns with us. We sincerely apologize for the delay in processing your chronic medication prescription submitted on the 4th of June 2025, and for the lack of communication and follow-up that you experienced.
We fully understand the importance of timely medication delivery—particularly for chronic conditions—and we deeply regret the stress, inconvenience, and frustration this situation has caused. Please be assured that your feedback is taken very seriously and that your experience does not reflect the standard of service we aim to provide.
Your prescription has now been prioritized and is currently being processed for urgent dispatch.
An internal review is underway to determine the cause of the delay and communication breakdown, with corrective measures being implemented to prevent a recurrence.
We acknowledge your concerns regarding service quality and capacity, and we are actively working on improving both our operational processes and responsiveness to better serve our patients.
Your health and trust are extremely important to us, and we are committed to restoring both.
Once again, we offer our sincerest apologies and thank you for giving us the opportunity to resolve this matter.
Regards
Marara Customer Experience Team
Regards
Marara Customer Experience Team
Marara Pharmacy's reply19 Jun 2025, 13:58
Official
Dear Lebo P,
Thank you for taking the time to share your concerns with us. We sincerely apologize for the delay in processing your chronic medication prescription submitted on the 4th of June 2025, and for the lack of communication and follow-up that you experienced.
We fully understand the importance of timely medication delivery—particularly for chronic conditions—and we deeply regret the stress, inconvenience, and frustration this situation has caused. Please be assured that your feedback is taken very seriously and that your experience does not reflect the standard of service we aim to provide.
Your prescription has now been prioritized and is currently being processed for urgent dispatch.
An internal review is underway to determine the cause of the delay and communication breakdown, with corrective measures being implemented to prevent a recurrence.
We acknowledge your concerns regarding service quality and capacity, and we are actively working on improving both our operational processes and responsiveness to better serve our patients.
Your health and trust are extremely important to us, and we are committed to restoring both.
Once again, we offer our sincerest apologies and thank you for giving us the opportunity to resolve this matter.
Regards
Marara Customer Experience Team
Regards
Marara Customer Experience Team