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Fatima M

1 reviews | Active since Dec 2012

29 Jan 2025, 21:14

Pathetic service, rude staff and unreliable

They don’t deserve that 1.19 star rating that they are so proud to display. And that pathetic trust index - even worse. I cannot understand why Bonitas has chosen Marara Pharmacy as a preferred supplier. Your service is ‘Putting it mildly’ PATHETIC. I spoke to Winnie on Friday 24/01 who claims that you called me to update details - that never happened. But on 20/01 you sent me a message saying my parcel was handed over for delivery. ANYWAY- I give Winnie the details she claims was needed. She then promises that my delivery will be in 24 to 48 hrs. I confirmed with her ‘the latest Tuesday’ she rep**** YES. On Tuesday I get a message again that I must call them. Again the person answered the phone said that my address was not updated. I say but I did that on Friday and it was promised my medication will be delivered by Tuesday. Now fast forward, today is Wednesday no medication. I asked to speak to the manager, I was transferred to the pharmacy department. Sonolo from that department was even less of an assistance. LOL to top things off- I did not even receive an invoice for the co-payment amount, but I received an SMS with banking details to make payment. They are a JOKE.

I pray from my deepest point in my heart that Bonitas discontinues this agreement. I cannot go through this ****py service every month. This Marara Pharmacy is going to be the cause of my death.

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Replies (1)
Marara Pharmacy
Marara Pharmacy's reply30 Jan 2025, 14:12
Official
Dear Fatima,

We truly apologize for the frustration and inconvenience you've experienced. I want to first express that this is certainly not the level of service we aim to provide, and we deeply regret that we have failed to meet your expectations.

After reviewing your concerns, it is clear that there was significant miscommunication, and for that, we are sincerely sorry. The fact that the necessary updates to your delivery details were not processed in a timely manner is unacceptable. Additionally, the lack of follow-up and clarity around your payment and delivery status is something we need to address immediately.

I completely understand your frustration with the service you’ve received. Your medication and the associated support are incredibly important, and we are committed to improving our processes. We will make sure this matter is fully investigated, and I will personally ensure that the necessary corrections are made so that this doesn’t happen again.

Regarding the invoice and co-payment confusion, I will make sure our team gets this sorted out for you without delay, and you will receive the correct details shortly.

Once again, we deeply apologize for the negative experience. We value your health and wellbeing, and we're committed to making things right. I will escalate this matter to the relevant departments to ensure that this issue is resolved swiftly.

Thank you for bringing this to our attention, and we hope to restore your trust in Marara Pharmacy.

Regards, 
Marara Customer Experience team.