1 reviews | Active since Aug 2024
Marara pharmacy is ***********
I am a very unhappy customer. I have sent emails regarding my mother, who is a main member on Bonitas medical aid, that will be without medication from the morning of the 25th of February 2025. No response has been received. I tried calling, but their waiting time on the phone is way too long. When I registered, I indicated that the medication should not be replaced by generics, yet they took it upon themselves to change to generic medication. I also indicated that the medication be delivered to her GP's offices in Stilbaai and yet the delivery address is my address in George. Now the delivery will be even more delayed. Their website for registration is a nightmare. This is unacceptable. We had smooth procedures with Pharmacy direct and now she has to struggle without medication To top it off, no one has the decency to reply to my emails. You are stressing out the members from the start. I don't know why Bonitas has changed to this provider. They obviously do not know what they are doing.
Thank you for reaching out and bringing your concerns to our attention. I sincerely apologize for the distress this situation has caused you and your mother.
I completely understand your frustration, especially with the importance of timely medication delivery.Please rest assured that your concerns have been noted, and I want to address each one.
I apologize for the delay in communication. We strive to respond to all inquiries promptly, and I will personally ensure your emails are reviewed, and someone from our team contacts you as soon as possible to assist further. I understand that you specified that generics should not replace your mother’s prescribed medication.
I’ll escalate this issue to the relevant team to ensure that her medication is adjusted accordingly, and that any future prescriptions are in line with your request. I also regret that the delivery address was incorrect, and I understand how frustrating this must be. I will work with our delivery team to correct the address and ensure her medication is sent to the correct GP office in Stillbay. I will keep you updated on the progress.
I’m sorry to hear that you’ve had difficulty with our website and registration system. I will forward this feedback to our web team to investigate improvements that could be made to make the process smoother.
I assure you, this is not the standard of service that Bonitas aims to provide. I will personally follow up to ensure that your mother receives her medication promptly, and I appreciate your patience as we work to resolve these issues.
Please feel free to reach out to me directly should you need any further assistance.
Regards, Marara Customer Experience team.
Thank you for reaching out and bringing your concerns to our attention. I sincerely apologize for the distress this situation has caused you and your mother.
I completely understand your frustration, especially with the importance of timely medication delivery.Please rest assured that your concerns have been noted, and I want to address each one.
I apologize for the delay in communication. We strive to respond to all inquiries promptly, and I will personally ensure your emails are reviewed, and someone from our team contacts you as soon as possible to assist further. I understand that you specified that generics should not replace your mother’s prescribed medication.
I’ll escalate this issue to the relevant team to ensure that her medication is adjusted accordingly, and that any future prescriptions are in line with your request. I also regret that the delivery address was incorrect, and I understand how frustrating this must be. I will work with our delivery team to correct the address and ensure her medication is sent to the correct GP office in Stillbay. I will keep you updated on the progress.
I’m sorry to hear that you’ve had difficulty with our website and registration system. I will forward this feedback to our web team to investigate improvements that could be made to make the process smoother.
I assure you, this is not the standard of service that Bonitas aims to provide. I will personally follow up to ensure that your mother receives her medication promptly, and I appreciate your patience as we work to resolve these issues.
Please feel free to reach out to me directly should you need any further assistance.
Regards, Marara Customer Experience team.