1 reviews | Active since Feb 2025
Marara Pharmacy. Failing forward, consistently
Again they have failed to process things in time to not cause problems with a chronic patient. My mother cannot have any breaks in her medical care.
Marara Pharamacy tried to fix the first delayed delivery by double processing and failing miserably by removing medication that was required. I was willing to update my previous review after a successful resolution, which didn't happen.
Now when the next batch is due they have failed to meet the deadline. After calling them 3 times in the same week to confirm that the delivery will be made for the due date (Friday 2025-05-16) they still failed. Processing via the medical aid only happened on the Thursday.
Yes, a co-payment is required, but there has been no communication with regards to any delays. We have always processed it after receiving the delivery. This process has never changed and nothing has been communicated with regards to any changes. This should not cause any delays then.
I discussed this next part previously with a staff member over the phone: The processing should happen much earlier in the month to avoid any of these delays. The fact that it has happened again is absolutely pathetic. Are these people just flying by the seat of their pants every-single-month?! I cannot understand how this happened again. There should be no reason what so ever for chronic medication to only be processed a day or two before it is due to be delivery to the patient.
I was giving Marara Pharmacy the benefit of the doubt, but at this point: After failing the first delivery. After failing the attempted "fix" delivery. After failing to communicate and process the latest batch of medication in a timely fashion. After another weekend where my mother's medication has already ran out. My patience has worn out.
Thank you for your email and for taking the time to raise these serious concerns with us.
I would like to start by sincerely apologizing for the distress and inconvenience caused to you and your mother due to the repeated delays in processing and delivering her chronic medication.
We understand how critical it is for chronic patients to have uninterrupted access to their treatment, and we completely agree—this should never have happened, especially after you had already experienced a prior issue.
The fact that it has occurred again is unacceptable, and I want to assure you that we are taking your complaint very seriously.
I understand you also raised concerns in a previous discussion with one of our staff about ensuring that chronic medication is processed earlier in the month. This is a valid and practical suggestion, and we will be revisiting our internal scheduling processes to ensure that timely processing becomes the standard going forward.
Again, I want to extend my deepest apologies for the frustration and anxiety this has caused. We value your feedback and take full accountability for the failings you’ve outlined.
We are committed to earning back your trust and ensuring that your mother’s future medication needs are handled with the urgency and care they deserve.
Regards
Marara Customer Experience Team
Thank you for your email and for taking the time to raise these serious concerns with us.
I would like to start by sincerely apologizing for the distress and inconvenience caused to you and your mother due to the repeated delays in processing and delivering her chronic medication.
We understand how critical it is for chronic patients to have uninterrupted access to their treatment, and we completely agree—this should never have happened, especially after you had already experienced a prior issue.
The fact that it has occurred again is unacceptable, and I want to assure you that we are taking your complaint very seriously.
I understand you also raised concerns in a previous discussion with one of our staff about ensuring that chronic medication is processed earlier in the month. This is a valid and practical suggestion, and we will be revisiting our internal scheduling processes to ensure that timely processing becomes the standard going forward.
Again, I want to extend my deepest apologies for the frustration and anxiety this has caused. We value your feedback and take full accountability for the failings you’ve outlined.
We are committed to earning back your trust and ensuring that your mother’s future medication needs are handled with the urgency and care they deserve.
Regards
Marara Customer Experience Team