Marara Pharmacy hands me a death sentence with a smile

Item: Marara Pharmacy
Rating: 1
Author: Christine B

Marara pharmacy as sent an updated chronic medication prescription on 7 July with explicit instructions to return any claimed medication & to use the new script. They did not do this & thus delivered the incorrect medication on the 9th. Since then I have battled to obtain the correct medication & on the 11th the collected the incorrect medication. I have been waiting 6 days for a manager to call to no avail. I have escalated through my medical aid numerous times to no avail. We are forced to use them but they are not been held accountable. I have none of my life saving medication left & all I get is a pharmacist will call you. I believe all people affected by Marara Pharmacy’s inadequacies should log a formal complaint to the pharmaceutical ombudsman & hold them liable for any additional medical aid shortfalls & hospital expenses. They are playing with our lives.

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Replies (1)

Marara Pharmacy's replyOfficial

16 Jul 2025, 09:14

Dear Christine B,

Thank you for bringing this to our attention.

We sincerely apologize for the distress and inconvenience caused by the delay and the handling of your chronic medication.

We acknowledge receipt of your updated prescription on 7 July, along with your clear instructions. Unfortunately, there was a breakdown in our internal process which led to the incorrect medication being delivered on 9 July. We accept full responsibility for this oversight.

We also regret the delay in retrieving the incorrect medication and the extended time you've waited for a manager to contact you. This does not meet our service standards, especially considering the importance of chronic medication to your health and well-being.

We are conducting an internal review to prevent such occurrences in the future, including stricter prescription processing checks and escalation protocols.

We understand how serious this matter is and are committed to ensuring you receive your correct medication without any further delay.

Your health and safety are our top priorities.

We value your feedback and are taking steps to ensure accountability.

Thank you for your patience and for allowing us the opportunity to correct this.

Regards
Marara Customer Experience Team

Marara Pharmacy's reply16 Jul 2025, 09:14

Official

Dear Christine B,

Thank you for bringing this to our attention.

We sincerely apologize for the distress and inconvenience caused by the delay and the handling of your chronic medication.

We understand how serious this matter is and are committed to ensuring you receive your correct medication without any further delay.

Your health and safety are our top priorities.

We value your feedback and are taking steps to ensure accountability.

Thank you for your patience and for allowing us the opportunity to correct this.

Regards
Marara Customer Experience Team