1 reviews | Active since May 2021
Pathetic service from this useless company
I wish I can give you no stars! I can not for the live me understand why Bonitas opted to use Marara Pharmacy from a perfectly good service provider. Our chronic meds was received like clockwork every month. Like the say goes "don't fix what is not broken"
Sent a script to Marara in January 2025. On 15 February, on Saturday afternoon, they called me to advise the chronic meds needs a co-payment for X amount. I asked the reason for the co-payment, and according to them it because Bonitas does not cover that under the formulary (don't know what that means), mind you I never had co-payment with the previous supplier. Plus the charge for this meds from the is almost R200 more then the previous supplier. Anyway, after I was not happy they opted to send me the generic opinion listed on the script, which I did not want and my wife cannot use. Long and short, I advise them to send the generic until we sort out this issue. I requested to speak to a manager that day, which weren't available. According to them, they called me on Sunday 16 February, and I did not answer. I never saw a call from them, and thought the matter was handled on the Saturday. No follow up on an open query or compliant, nothing.
After two 28 February, I call. First went through Bonitas, who unhelpful in any way, and all they say follow up with Marara. I mean, come on, I am your client first, this your appointed service provider.. Anyway went via Marara WhatsApp number... Up to this day, I have not received a reply. I complained about the services on email to Bonitas, Marara and whose ever email address have. Not one single reply.
So on 03 March (Monday), remember now my wife is without her chronic meds for almost 4 days. I once again called Marara, explained my story, all they say is there's co-payment on the generic meds with I need to pay. What else can one do is to accept it so the meds can be supp****.
After speaking to the consultant (manager) who assured me the meds with be delivered (urgently) today (04 March). Ag, can probably jump in the ocean with their horrible service. Any about 15:00 I called again to find out if my meds was delivered at home as I was at work. To my surprise it was only packed for shipping at 15:00 in the afternoon, and mind you from Pretoria, I am in Cape Town.. So another 2/3 days before we get the meds. And this how Marara and Bonitas treat a chronic member.
This is the pathetic service from Marara and may I add Bonitas (who I will complain about as well). Also Bonitas and Marara sent a long newsletter out that if we only use Marara, we don't pay a co-payment, but if we use the pereviuos service provider there will be a 30% co-payment. I dont think Bonitas knew how Marara will be *****ing the members.
Firstly, I would like to sincerely apologize for the inconvenience and frustration you have experienced. Your feedback is important to us, and we deeply regret that the service provided has not met your expectations.
I understand your concerns regarding the co-payment, the delay in receiving your medication, and the lack of communication from both Marara Pharmacy and Bonitas. It is clear that we have not handled this matter as promptly and effectively as we should have, and for that, I am truly sorry.
We are currently reviewing the issues you raised with our team to ensure that this situation is resolved and that similar issues do not occur in the future. It is never our intention to cause our clients any distress, especially regarding their essential chronic medication.
I understand that you were not informed about this charge upfront, and I apologize for the confusion. We will work on ensuring more transparent communication regarding any additional charges in the future.
We are sorry that your medication was not delivered on time, and we recognize the critical importance of timely delivery for chronic patients. We are investigating the reasons for the delay and will take the necessary actions to prevent such delays in the future.
We apologize for not following up on your concerns and not responding to your calls and emails in a timely manner. We are reviewing our internal processes to improve our response times and ensure that all queries are handled promptly.
We are committed to resolving this matter for you as quickly as possible. I assure you that your medication will be prioritized for delivery, and we will make every effort to avoid any further delays.
Thank you for your patience, and we truly appreciate your feedback as it helps us improve our service. We are taking immediate steps to address the issues you’ve raised and to ensure a better experience moving forward.
Regards, Marara Customer Experience team.
Firstly, I would like to sincerely apologize for the inconvenience and frustration you have experienced. Your feedback is important to us, and we deeply regret that the service provided has not met your expectations.
I understand your concerns regarding the co-payment, the delay in receiving your medication, and the lack of communication from both Marara Pharmacy and Bonitas. It is clear that we have not handled this matter as promptly and effectively as we should have, and for that, I am truly sorry.
We are currently reviewing the issues you raised with our team to ensure that this situation is resolved and that similar issues do not occur in the future. It is never our intention to cause our clients any distress, especially regarding their essential chronic medication.
I understand that you were not informed about this charge upfront, and I apologize for the confusion. We will work on ensuring more transparent communication regarding any additional charges in the future.
We are sorry that your medication was not delivered on time, and we recognize the critical importance of timely delivery for chronic patients. We are investigating the reasons for the delay and will take the necessary actions to prevent such delays in the future.
We apologize for not following up on your concerns and not responding to your calls and emails in a timely manner. We are reviewing our internal processes to improve our response times and ensure that all queries are handled promptly.
We are committed to resolving this matter for you as quickly as possible. I assure you that your medication will be prioritized for delivery, and we will make every effort to avoid any further delays.
Thank you for your patience, and we truly appreciate your feedback as it helps us improve our service. We are taking immediate steps to address the issues you’ve raised and to ensure a better experience moving forward.
Regards, Marara Customer Experience team.