Very poor delivery and communication

This was my first time using this pharmacy because they work with my medical aid, Bonitas, and supposedly cover the full cost of my medication. Unfortunately, it was also my FIRST AND LAST time using their service.

My biggest issues have been late deliveries and extremely poor communication. My medication has arrived days late compared to the estimated delivery date, and last month I waited almost two weeks for my contraceptive pills. I understand that a delivery date is an estimate, but when it is medication that needs to be taken consistently, the number of tablets supp**** should be taken into consideration so that the next delivery does not arrive after the patient has already run out.

I was also later told that there had apparently been an issue on my end with the payment/funds. My question is: how was I supposed to know this? I was not called, emailed, sent an SMS or contacted on WhatsApp to tell me there was a problem. As a customer, I cannot know that there is an issue with my prescription or payment if the pharmacy does not communicate it to me. If there is a problem processing my medication, payment or delivery, I expect to be notified so that I have an opportunity to resolve it.

Trying to contact the pharmacy is another major problem. Their phone lines constantly have "high call volumes," regardless of whether you call in the morning, afternoon or later in the day. I have waited 10–15 minutes on the line with no one answering. The Bonitas department is even worse — when selecting the Bonitas option, the call often doesn't even ring and simply disconnects.

I submitted multiple callback requests through WhatsApp and received no callback. I also emailed them and received no actual response, only an automated message saying they would get back to me.

Even when I eventually contacted them about the previous two-week delivery delay, I was told that there was no reason showing on their system explaining why my medication had been delivered so late.

The only reason I was eventually able to speak to someone was because I contacted Bonitas directly, and they added the pharmacy to the call. Once Bonitas had them on the line, the pharmacy answered within about three minutes.

Their service has honestly been worse than bad. I will gladly continue collecting my medication from a pharmacy where I have to pay the co-payment, knowing that my medication will be ready when I need it and that I will be notified in good time. I would much rather drive to a pharmacy, collect my pills myself and pay the co-payment than go through this experience again. This was my FIRST AND LAST time using their service.