Shocking and Unacceptable Service - Marara Pharmacy / Bonitas

Bonitas has really done a disservice to the Bonitas Members with Chronic Medication requirements in transferring to Marara Pharmacy as their service, attention to detail, turnaround time and miscommunication is absolutely shocking and dreadful. I had previous dealings with the previous Bonitas Service Provider on behalf of my aged Mother and they were always fantastic and functioned well. However, there is much to be desired with Marara Pharmacy especially for me personally now as a first time Chronic Medication patient, as firstly, I tried registering on the Marara website and also tried to submit my script. No advice of acceptance of the registration and/or the script submission was forthcoming. I then called Marara Pharmacy 3 times selecting the Bonitas Customer Care option and my calls went unanswered. Finally I sent an email to Mararapharmacy/Bonitas for which I only received a response from a correspondent agent 2 days after I had sent my email. The agents email advised as follows : Please be informed that we received your prescription and escalated it to our clinical department. Your delivery address has also been updated as indicated in your email. Please expect your medication to be delivered by no later than Thursday, 05/04/2025. (Thursday was the 3rd April and Sunday is the 5th April) so which is it???

I duly sent a reply email asking for confirmation of the correct day and date of delivery. I am yet to receive a response!! I called Marara Pharmacy today and after 7 calls of being put on hold, and cut off I was told that I need to be transferred to the Clinical Department because my script is still being processed... yes, 9 days later, albeit, and even with the email I had received advising that I could expect delivery of my script by NO LATER than Thursday, 05/04/2025. I was once again cut off.

A consultant, since called me back, to say that my query has been escalated to the clinical department and that she will call me back once she has heard back from them, but she is first going on lunch and will only call me back at 3.00pm. I await this.

This is absolutely unacceptable to me as not only am I in need of my medication but if this is the shocking and unacceptable process and service I am expected to follow and receive each and every month to expect my medication, let alone the 6 month repeat script process, then it is not worth putting my health and well being in the hands of Marara Pharmacy. @Bonitas, please investigate and address the extremely bad service levels.