SL
Shannon L
1 reviews | Active since Jan 2025
22 Jan 2025, 07:18
One star is even to much
A script for Cardiac medication that was sent to Pharmacy Direct on 18 December 2024. Not a word from them after numerous follow ups only to be told via sms mid-January that Marara Pharmacy is Bonitas new preferred provider for chronic medication.... after daily follow ups, we have still not received the medication after being told they will mark it as urgent.... nothing.... absolutely nothing... contact center staff is also very unfriendly as my last phone call I was asked "what's the problem" So disappointed that Bonitas chose THIS company to service their clients.
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Marara Pharmacy's replyOfficial
22 Jan 2025, 16:48Dear Shannon L,
Thank you for reaching out and sharing your concerns with us. I deeply apologize for the frustration and inconvenience you've experienced with the processing of your cardiac medication order. We understand how important it is to receive your medication promptly, and we regret that our service has fallen short of your expectations.
Please be assured that we take your feedback seriously. I sincerely apologize for the lack of communication and the delay in receiving your medication despite our promise to prioritize your request. We are currently investigating the matter internally to understand the reasons for the delay and to prevent any recurrence in the future.
In the meantime, I will personally escalate your case and ensure that your medication is processed and delivered as a matter of urgency. I will follow up with the Pharmacy Direct team to get an immediate update on the status of your order, and you will be contacted directly with the new delivery timeline.
We also deeply regret your experience with our contact center staff. This is not the standard of service we aim to provide, and we will be addressing this internally to ensure that all of our staff interact with patients in a courteous and professional manner.
Once again, we apologize for the inconvenience and disappointment this has caused. We are committed to resolving this issue for you as quickly as possible, and we appreciate your patience in the meantime.
If you have any further concerns or questions, please do not hesitate to reach out to me directly on ***.
Thank you for your understanding.
Regards,
Marara Customer Experience team.
Thank you for reaching out and sharing your concerns with us. I deeply apologize for the frustration and inconvenience you've experienced with the processing of your cardiac medication order. We understand how important it is to receive your medication promptly, and we regret that our service has fallen short of your expectations.
Please be assured that we take your feedback seriously. I sincerely apologize for the lack of communication and the delay in receiving your medication despite our promise to prioritize your request. We are currently investigating the matter internally to understand the reasons for the delay and to prevent any recurrence in the future.
In the meantime, I will personally escalate your case and ensure that your medication is processed and delivered as a matter of urgency. I will follow up with the Pharmacy Direct team to get an immediate update on the status of your order, and you will be contacted directly with the new delivery timeline.
We also deeply regret your experience with our contact center staff. This is not the standard of service we aim to provide, and we will be addressing this internally to ensure that all of our staff interact with patients in a courteous and professional manner.
Once again, we apologize for the inconvenience and disappointment this has caused. We are committed to resolving this issue for you as quickly as possible, and we appreciate your patience in the meantime.
If you have any further concerns or questions, please do not hesitate to reach out to me directly on ***.
Thank you for your understanding.
Regards,
Marara Customer Experience team.
Marara Pharmacy's reply22 Jan 2025, 16:48
Official
Dear Shannon L,
Thank you for reaching out and sharing your concerns with us. I deeply apologize for the frustration and inconvenience you've experienced with the processing of your cardiac medication order. We understand how important it is to receive your medication promptly, and we regret that our service has fallen short of your expectations.
Please be assured that we take your feedback seriously. I sincerely apologize for the lack of communication and the delay in receiving your medication despite our promise to prioritize your request. We are currently investigating the matter internally to understand the reasons for the delay and to prevent any recurrence in the future.
In the meantime, I will personally escalate your case and ensure that your medication is processed and delivered as a matter of urgency. I will follow up with the Pharmacy Direct team to get an immediate update on the status of your order, and you will be contacted directly with the new delivery timeline.
We also deeply regret your experience with our contact center staff. This is not the standard of service we aim to provide, and we will be addressing this internally to ensure that all of our staff interact with patients in a courteous and professional manner.
Once again, we apologize for the inconvenience and disappointment this has caused. We are committed to resolving this issue for you as quickly as possible, and we appreciate your patience in the meantime.
If you have any further concerns or questions, please do not hesitate to reach out to me directly on ***.
Thank you for your understanding.
Regards,
Marara Customer Experience team.
Thank you for reaching out and sharing your concerns with us. I deeply apologize for the frustration and inconvenience you've experienced with the processing of your cardiac medication order. We understand how important it is to receive your medication promptly, and we regret that our service has fallen short of your expectations.
Please be assured that we take your feedback seriously. I sincerely apologize for the lack of communication and the delay in receiving your medication despite our promise to prioritize your request. We are currently investigating the matter internally to understand the reasons for the delay and to prevent any recurrence in the future.
In the meantime, I will personally escalate your case and ensure that your medication is processed and delivered as a matter of urgency. I will follow up with the Pharmacy Direct team to get an immediate update on the status of your order, and you will be contacted directly with the new delivery timeline.
We also deeply regret your experience with our contact center staff. This is not the standard of service we aim to provide, and we will be addressing this internally to ensure that all of our staff interact with patients in a courteous and professional manner.
Once again, we apologize for the inconvenience and disappointment this has caused. We are committed to resolving this issue for you as quickly as possible, and we appreciate your patience in the meantime.
If you have any further concerns or questions, please do not hesitate to reach out to me directly on ***.
Thank you for your understanding.
Regards,
Marara Customer Experience team.