Negligent and unacceptable service from Marara Pharmacy

I wish I could write this review without even giving one star — Marara Pharmacy does not deserve any stars, nor even a mention of one. As a diabetic, I rely on timely access to my chronic medication. When Bonitas announced that Marara Pharmacy would be the new Designated Service Provider (DSP) for chronic medicine for the Primary and Primary Select options, I attempted to switch to them — but it has been nothing short of a disaster. Over a month ago, I tried to submit a claim through Marara Pharmacy, without success. As a result, I had to return to Dischem for my medication. I was assured this issue would be resolved by this month. Unfortunately, it wasn’t — and the situation worsened. On 25 April, I was told that my claim had been submitted and that my medication would be delivered the following morning but urgent delivery. Please note that I spoke to a pharmacist directly. Today is 30 April, and I am still waiting. I followed up on 29 April and was promised again by a manager that it would be sent out as soon as possible. On 30 April, after an exhausting 30-minute phone call, I was transferred to a manager named T. Malungani. Here’s what happened: 1. I was told (again) that my medication had been dispatched. 2. I requested a tracking number — they couldn’t provide one. 3. I asked for confirmation that my parcel would be delivered today — no clear answer. 4. I asked if I could cancel the order and go back to Dischem, and whether Dischem would still be able to claim for my chronic medication. I was told they needed to confirm with Mappew Nolan from the dispensary and that I’d get a callback. Shortly after, I received an SMS stating that my prescription was only just processed and would be delivered in the next 48–72 hours — along with a tracking number. This confirmed that every person I spoke to, including the call center agents and managers, had **** to me. Nothing had been done up until that point, despite repeated assurances. When I tried to contact the manager again, the call center agent was rude and claimed they couldn’t transfer me — because managers supposedly have no direct extensions. Eventually, the manager called me back and said that M. Nolan was in a meeting and would call me later. When I mentioned that I had now received a tracking number, she casually said I could just send the parcel back if I no longer wanted it. The service has been absolutely appalling — careless, dishonest, and ***********. For a service provider responsible for chronic medication, this level of negligence is unacceptable and dangerous.