pB
pieter B
1 reviews | Active since Jul 2018
20 Jun 2025, 15:46
The pharmacy that do not care all about the money!!!!!
Beyond pathetic. They claimed my chronic meds on the 10th June 2025. On the 15th June I phoned to find out when I can expect my Meds, only to be told all is on hold due to outstanding co-payment. I provided the POP done in May, was then told they can see it was not allocated and will log this with the finance team, no ETA. but they will arrange for the immediate delivery. Phoned on the 20th to follow up, was told that they can only deliver next week as all drivers are out. People stay as far as possible from them. I am now stuck can't go to another pharmacy to collect as the medical aid do not allow this as Marara have claimed. So that leave me stuck without meds and hope for the best that nothing happens to me........ Bonitas get rid of them quickly.
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Marara Pharmacy's replyOfficial
23 Jun 2025, 15:58Dear Pieter B,
Thank you for reaching out and bringing your experience to our attention. We sincerely apologize for the frustration and inconvenience you have faced regarding the delay in the delivery of your chronic medication.
We understand how critical uninterrupted access to your medication is, and we regret that our service has not met your expectations — or the standards we strive to uphold.
We acknowledge that you provided proof of payment in May. It was unacceptable that this was not allocated timeously, causing a delay in processing your order. The lack of clear timelines and updates from our side is deeply concerning. You were entitled to a prompt resolution and clear communication — we fell short, and we are truly sorry.
While logistical issues can occasionally arise, they should never leave a patient in a vulnerable position. We understand the urgency of your situation and regret that we did not act with the responsiveness required.
While logistical issues can occasionally arise, they should never leave a patient in a vulnerable position. We understand the urgency of your situation and regret that we did not act with the responsiveness required.
Please be assured that your case has been escalated to both our finance and operations teams as a priority. We are actively working to ensure your medication is delivered without further delay.
We are also reviewing this matter internally to prevent recurrence and ensure other patients do not experience similar challenges.
Thank you again for your patience, and we appreciate the opportunity to correct this.
If you have any urgent health concerns while awaiting delivery, please do not hesitate to contact our pharmacist on duty for support or guidance.
Regards
Marara Customer Experience Team
If you have any urgent health concerns while awaiting delivery, please do not hesitate to contact our pharmacist on duty for support or guidance.
Regards
Marara Customer Experience Team
Marara Pharmacy's reply23 Jun 2025, 15:58
Official
Dear Pieter B,
Thank you for reaching out and bringing your experience to our attention. We sincerely apologize for the frustration and inconvenience you have faced regarding the delay in the delivery of your chronic medication.
We understand how critical uninterrupted access to your medication is, and we regret that our service has not met your expectations — or the standards we strive to uphold.
We acknowledge that you provided proof of payment in May. It was unacceptable that this was not allocated timeously, causing a delay in processing your order. The lack of clear timelines and updates from our side is deeply concerning. You were entitled to a prompt resolution and clear communication — we fell short, and we are truly sorry.
While logistical issues can occasionally arise, they should never leave a patient in a vulnerable position. We understand the urgency of your situation and regret that we did not act with the responsiveness required.
While logistical issues can occasionally arise, they should never leave a patient in a vulnerable position. We understand the urgency of your situation and regret that we did not act with the responsiveness required.
Please be assured that your case has been escalated to both our finance and operations teams as a priority. We are actively working to ensure your medication is delivered without further delay.
We are also reviewing this matter internally to prevent recurrence and ensure other patients do not experience similar challenges.
Thank you again for your patience, and we appreciate the opportunity to correct this.
If you have any urgent health concerns while awaiting delivery, please do not hesitate to contact our pharmacist on duty for support or guidance.
Regards
Marara Customer Experience Team
If you have any urgent health concerns while awaiting delivery, please do not hesitate to contact our pharmacist on duty for support or guidance.
Regards
Marara Customer Experience Team