LT
Leon T
1 reviews | Active since Sept 2023
12 Mar 2025, 19:04
Poor service with no feedback or replies
This is my first engagement with Marara after dealing with pharmacy direct for years. I have contacted them multiple times in advance to make sure that the dispensing, payment and delivery of my meds are correct and delivered on time fir 2 members. I also requested all be delivered together. They sent through some. All these meds are to be taken together so i dont know why they will part deliver. Maybe to stay half alive. I call in yesterday and asked for this to be corrected. The contact centre agent seemed clueless. He said he will urgently request the processing and delivery for the remainder but I have not heard from them. I have also sent through multiple emails with no reply. Tried calling in today but could not get through. High call volumes was the automated answer. I am sure it's because of the ******* service they provide. Bonitas should be responsible for the designated service provider they choose for chronic meds dispensing as we are almost forced due to co-paynent implications which is additional to the exorbitant monthly medical aid fees. Ref no is stated. Hope for a speedy contact and resolution.
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Replies (5)LT
Leon T's updateReviewer Update
13 Mar 2025, 13:32Absolutely useless. No regard for the patients that are waiting for their chronic meds. The call center is clueless as to how to handle queries and make empty promises. If the line cuts off during your call, they don't call back and when you decide to call back you cannot get through. What a joke to customer service. Don't think they understand what customer service is.
LT
Leon T's update13 Mar 2025, 13:32
Reviewer Update
Absolutely useless. No regard for the patients that are waiting for their chronic meds. The call center is clueless as to how to handle queries and make empty promises. If the line cuts off during your call, they don't call back and when you decide to call back you cannot get through. What a joke to customer service. Don't think they understand what customer service is.
Marara Pharmacy's replyOfficial
14 Mar 2025, 14:06Dear Leon T,
Thank you for reaching out, and I truly apologize for the frustration you’ve experienced. I understand that transitioning to a new service provider after years of reliability with Pharmacy Direct should have been a smooth process, and I regret that we have not met your expectations or provided the level of service you deserve.
I sincerely apologize for the confusion with your medication delivery and the delay in the remainder of your order. I understand that these medications need to be taken together, and I can see how receiving them in separate deliveries could cause significant inconvenience. This is certainly not the experience we aim to provide.
I’ve escalated your case and will personally ensure that the outstanding medications are processed and delivered as a priority. I will also follow up with our contact center to ensure you receive the assistance and communication you need.
I also regret the lack of response to your emails and the difficulty you’ve had getting through on the phone. We’re working to address our call center’s high volume of inquiries and improve our response times.
Please rest assured that I will personally ensure that your medications are delivered promptly, and I will follow up with you to confirm the resolution. I also appreciate your feedback regarding Bonitas’ selection of service providers, and I will ensure this concern is raised with the appropriate team.
Thank you for your patience and understanding. I am committed to ensuring this issue is resolved swiftly.
Regards,
Marara Customer Experience team.
Thank you for reaching out, and I truly apologize for the frustration you’ve experienced. I understand that transitioning to a new service provider after years of reliability with Pharmacy Direct should have been a smooth process, and I regret that we have not met your expectations or provided the level of service you deserve.
I sincerely apologize for the confusion with your medication delivery and the delay in the remainder of your order. I understand that these medications need to be taken together, and I can see how receiving them in separate deliveries could cause significant inconvenience. This is certainly not the experience we aim to provide.
I’ve escalated your case and will personally ensure that the outstanding medications are processed and delivered as a priority. I will also follow up with our contact center to ensure you receive the assistance and communication you need.
I also regret the lack of response to your emails and the difficulty you’ve had getting through on the phone. We’re working to address our call center’s high volume of inquiries and improve our response times.
Please rest assured that I will personally ensure that your medications are delivered promptly, and I will follow up with you to confirm the resolution. I also appreciate your feedback regarding Bonitas’ selection of service providers, and I will ensure this concern is raised with the appropriate team.
Thank you for your patience and understanding. I am committed to ensuring this issue is resolved swiftly.
Regards,
Marara Customer Experience team.
Marara Pharmacy's reply14 Mar 2025, 14:06
Official
Dear Leon T,
Thank you for reaching out, and I truly apologize for the frustration you’ve experienced. I understand that transitioning to a new service provider after years of reliability with Pharmacy Direct should have been a smooth process, and I regret that we have not met your expectations or provided the level of service you deserve.
I sincerely apologize for the confusion with your medication delivery and the delay in the remainder of your order. I understand that these medications need to be taken together, and I can see how receiving them in separate deliveries could cause significant inconvenience. This is certainly not the experience we aim to provide.
I’ve escalated your case and will personally ensure that the outstanding medications are processed and delivered as a priority. I will also follow up with our contact center to ensure you receive the assistance and communication you need.
I also regret the lack of response to your emails and the difficulty you’ve had getting through on the phone. We’re working to address our call center’s high volume of inquiries and improve our response times.
Please rest assured that I will personally ensure that your medications are delivered promptly, and I will follow up with you to confirm the resolution. I also appreciate your feedback regarding Bonitas’ selection of service providers, and I will ensure this concern is raised with the appropriate team.
Thank you for your patience and understanding. I am committed to ensuring this issue is resolved swiftly.
Regards,
Marara Customer Experience team.
Thank you for reaching out, and I truly apologize for the frustration you’ve experienced. I understand that transitioning to a new service provider after years of reliability with Pharmacy Direct should have been a smooth process, and I regret that we have not met your expectations or provided the level of service you deserve.
I sincerely apologize for the confusion with your medication delivery and the delay in the remainder of your order. I understand that these medications need to be taken together, and I can see how receiving them in separate deliveries could cause significant inconvenience. This is certainly not the experience we aim to provide.
I’ve escalated your case and will personally ensure that the outstanding medications are processed and delivered as a priority. I will also follow up with our contact center to ensure you receive the assistance and communication you need.
I also regret the lack of response to your emails and the difficulty you’ve had getting through on the phone. We’re working to address our call center’s high volume of inquiries and improve our response times.
Please rest assured that I will personally ensure that your medications are delivered promptly, and I will follow up with you to confirm the resolution. I also appreciate your feedback regarding Bonitas’ selection of service providers, and I will ensure this concern is raised with the appropriate team.
Thank you for your patience and understanding. I am committed to ensuring this issue is resolved swiftly.
Regards,
Marara Customer Experience team.
LT
Leon T's updateReviewer Update
14 Mar 2025, 17:15Good day
Thank you for the response back.
Can you perhaps send me the name of the person that is referred to above.
I did receive a call today about 2pm with requesting information on the medication and delivery address for dependent 00 which is myself and i do see the claim was sent to the medical aid and i received and SMS that delivery will be between 48 - 72 hours which in actual facts is already more than 72 hours late from the time i been querying. I did ask what is being done about my wife's dep 01 medication but was told i will be called back after my one was done. Why would you not sort out my issue at the same time? Mindboggling. The call center agent i spoke to earlier today said i did not send through my script to which i had to tell him how to read the attached document and then only did he realize that my script was there together with my wives on the same attachment. He then put me through to the pharmacist where the line dropped and no correspondence back. I am still waiting for the person to contact me regarding my wife meds. I know there is going to be a problem with this.
What a hectic battle? Exhausting.
Thank you for the response back.
Can you perhaps send me the name of the person that is referred to above.
I did receive a call today about 2pm with requesting information on the medication and delivery address for dependent 00 which is myself and i do see the claim was sent to the medical aid and i received and SMS that delivery will be between 48 - 72 hours which in actual facts is already more than 72 hours late from the time i been querying. I did ask what is being done about my wife's dep 01 medication but was told i will be called back after my one was done. Why would you not sort out my issue at the same time? Mindboggling. The call center agent i spoke to earlier today said i did not send through my script to which i had to tell him how to read the attached document and then only did he realize that my script was there together with my wives on the same attachment. He then put me through to the pharmacist where the line dropped and no correspondence back. I am still waiting for the person to contact me regarding my wife meds. I know there is going to be a problem with this.
What a hectic battle? Exhausting.
LT
Leon T's update14 Mar 2025, 17:15
Reviewer Update
Good day
Thank you for the response back.
Can you perhaps send me the name of the person that is referred to above.
I did receive a call today about 2pm with requesting information on the medication and delivery address for dependent 00 which is myself and i do see the claim was sent to the medical aid and i received and SMS that delivery will be between 48 - 72 hours which in actual facts is already more than 72 hours late from the time i been querying. I did ask what is being done about my wife's dep 01 medication but was told i will be called back after my one was done. Why would you not sort out my issue at the same time? Mindboggling. The call center agent i spoke to earlier today said i did not send through my script to which i had to tell him how to read the attached document and then only did he realize that my script was there together with my wives on the same attachment. He then put me through to the pharmacist where the line dropped and no correspondence back. I am still waiting for the person to contact me regarding my wife meds. I know there is going to be a problem with this.
What a hectic battle? Exhausting.
Thank you for the response back.
Can you perhaps send me the name of the person that is referred to above.
I did receive a call today about 2pm with requesting information on the medication and delivery address for dependent 00 which is myself and i do see the claim was sent to the medical aid and i received and SMS that delivery will be between 48 - 72 hours which in actual facts is already more than 72 hours late from the time i been querying. I did ask what is being done about my wife's dep 01 medication but was told i will be called back after my one was done. Why would you not sort out my issue at the same time? Mindboggling. The call center agent i spoke to earlier today said i did not send through my script to which i had to tell him how to read the attached document and then only did he realize that my script was there together with my wives on the same attachment. He then put me through to the pharmacist where the line dropped and no correspondence back. I am still waiting for the person to contact me regarding my wife meds. I know there is going to be a problem with this.
What a hectic battle? Exhausting.
LT
Leon T's updateReviewer Update
17 Mar 2025, 16:24And another call today where I eventually got through and was laugh upon by the call center agent when I asked when my medication will be delivered. Certainly, a lack of respect in the way someone will interact with patients / clients. How can you run a service orientated business with a lack of service? These are all the reference numbers below via email which i have not gotten a single reply to explain or update me on my issue.
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LT
Leon T's update17 Mar 2025, 16:24
Reviewer Update
And another call today where I eventually got through and was laugh upon by the call center agent when I asked when my medication will be delivered. Certainly, a lack of respect in the way someone will interact with patients / clients. How can you run a service orientated business with a lack of service? These are all the reference numbers below via email which i have not gotten a single reply to explain or update me on my issue.
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Marara Pharmacy's replyOfficial
28 Mar 2025, 16:50Good day Mr. Thaver,
Thank you for taking my call. please reach out if there is any urgent assistance required.
Regards
Marara Customer Experience Team
Thank you for taking my call. please reach out if there is any urgent assistance required.
Regards
Marara Customer Experience Team
Marara Pharmacy's reply28 Mar 2025, 16:50
Official
Good day Mr. Thaver,
Thank you for taking my call. please reach out if there is any urgent assistance required.
Regards
Marara Customer Experience Team
Thank you for taking my call. please reach out if there is any urgent assistance required.
Regards
Marara Customer Experience Team