LT
Leon T
1 reviews | Active since Sept 2023
01 Jul 2025, 20:47
Pathetic service
I can never get good service from Marara. Last month they run out off a specify medication and decided on their own to dispense a generic without consulting the patient. This time I asked that they not dispense a specific medication by sending an email 3 weeks ago and have not gotten any feedback and they claim for it this month. I cannot get through to the call centre as they have high call volumes. How do I rectify their mistakes if I can't get through via the call Centre and they don't answer emails. The service is ridiculous and disgusting.
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Replies (2)0
Replies (2)
Marara Pharmacy's replyOfficial
05 Jul 2025, 10:35Dear Mr. Thaver
Thank you for reaching out and for bringing these serious concerns to our attention.
We sincerely apologise for the repeated frustrations you’ve experienced with our service. It is completely unacceptable that your clear instructions were not followed and that communication from our side has been lacking.
We deeply regret the decision to claim medication without prior consultation, as well as the failure to acknowledge or respond to your email regarding the recent request. However, the error has been rectified, and the claim was cancelled.
We also understand how frustrating it must be not being able to reach us through our call centre due to high call volumes.
This is something we are actively working to improve, as we know how important timely and accessible support is for our patients.
Again, we apologise for the inconvenience and distress this situation has caused.
We are committed to making this right and to improving our service going forward.
Best regards,
Marara Customer Experience Team
Thank you for reaching out and for bringing these serious concerns to our attention.
We sincerely apologise for the repeated frustrations you’ve experienced with our service. It is completely unacceptable that your clear instructions were not followed and that communication from our side has been lacking.
We deeply regret the decision to claim medication without prior consultation, as well as the failure to acknowledge or respond to your email regarding the recent request. However, the error has been rectified, and the claim was cancelled.
We also understand how frustrating it must be not being able to reach us through our call centre due to high call volumes.
This is something we are actively working to improve, as we know how important timely and accessible support is for our patients.
Again, we apologise for the inconvenience and distress this situation has caused.
We are committed to making this right and to improving our service going forward.
Best regards,
Marara Customer Experience Team
Marara Pharmacy's reply05 Jul 2025, 10:35
Official
Dear Mr. Thaver
Thank you for reaching out and for bringing these serious concerns to our attention.
We sincerely apologise for the repeated frustrations you’ve experienced with our service. It is completely unacceptable that your clear instructions were not followed and that communication from our side has been lacking.
We deeply regret the decision to claim medication without prior consultation, as well as the failure to acknowledge or respond to your email regarding the recent request. However, the error has been rectified, and the claim was cancelled.
We also understand how frustrating it must be not being able to reach us through our call centre due to high call volumes.
This is something we are actively working to improve, as we know how important timely and accessible support is for our patients.
Again, we apologise for the inconvenience and distress this situation has caused.
We are committed to making this right and to improving our service going forward.
Best regards,
Marara Customer Experience Team
Thank you for reaching out and for bringing these serious concerns to our attention.
We sincerely apologise for the repeated frustrations you’ve experienced with our service. It is completely unacceptable that your clear instructions were not followed and that communication from our side has been lacking.
We deeply regret the decision to claim medication without prior consultation, as well as the failure to acknowledge or respond to your email regarding the recent request. However, the error has been rectified, and the claim was cancelled.
We also understand how frustrating it must be not being able to reach us through our call centre due to high call volumes.
This is something we are actively working to improve, as we know how important timely and accessible support is for our patients.
Again, we apologise for the inconvenience and distress this situation has caused.
We are committed to making this right and to improving our service going forward.
Best regards,
Marara Customer Experience Team
LT
Leon T's updateReviewer Update
08 Jul 2025, 13:37I received a call from a Marara representative yesterday, but I was unable to talk as I was busy. I asked the person to call today, and I have not received any correspondence as yet. Marara has delivered my medication with the exception of one which I pay cash for. I called in today and was put on hold and the line dropped. No one called back. I call in again and was transferred to another department and was told I had an outstanding value that needed to be paid before releasing the other medication. I was previously assured that I can pay for all medication once it has been delivered. This is not what I was told today. This contradicts what I was told previously. I have always paid for the medication as soon as it arrives. I don't see why it is a problem again and there should be notes on my account profile stating the agreement to pay for all medication once delivered. I do not have the time every month to contact Marara and fix issues. Please can I get a call regarding the new issue I am faced with.
LT
Leon T's update08 Jul 2025, 13:37
Reviewer Update
I received a call from a Marara representative yesterday, but I was unable to talk as I was busy. I asked the person to call today, and I have not received any correspondence as yet. Marara has delivered my medication with the exception of one which I pay cash for. I called in today and was put on hold and the line dropped. No one called back. I call in again and was transferred to another department and was told I had an outstanding value that needed to be paid before releasing the other medication. I was previously assured that I can pay for all medication once it has been delivered. This is not what I was told today. This contradicts what I was told previously. I have always paid for the medication as soon as it arrives. I don't see why it is a problem again and there should be notes on my account profile stating the agreement to pay for all medication once delivered. I do not have the time every month to contact Marara and fix issues. Please can I get a call regarding the new issue I am faced with.