RV
Rene V

1 reviews | Active since Aug 2021

11 Feb 2025, 09:09

Worst service in the history of service. Playing with people's lives

Marara Pharmacy again. I have now been in a constant battle with Marara Pharmacy. First I was without medication for a month. I have been diabetic for 30 years. I am insulin dependant. I have heart failure and high blood pressure, I also suffer from depression and high cholesterol. After a month of battles fighting begging and crying I finally get my medicine. Much to my surprise I only get some. I get insulin but NOT metformin which aids in keeping my sugar levels down. I DID NOT get blood pressure medication I DID NOT get sleeping tablets, I DID NOT get pain medication I suffer from Fibromyalgia which is constant pain. Now it gets even better. Marara changed my anti depressants. According to my knowledge only a psychiatrist can change anti depressants. So for 2 months I have not had any anti depressant medication. This is atrocious and unacceptable service. My forefoot was amputated because of poor blood circulation caused by diabetes. I have contacted the media now hoping that if I can get my story out there nobody else has to suffer. Nobody else has to go through depression without their medication. Nobody else can't eat because they don't know what their sugar levels will do. Hoping that with the help of the media and pressure from the media Bonitas will reconsider their affiliation with Marara and go back to Pharmacy direct. This is all life threatening illnesses that I don't have medication for. When I e mail Marara their auto response says 3 to 5 working days for assistance. I have now e mailed 4 times in the last 10 days and no response. I phoned numerous times and every time i hold on for up to 20 minutes being transferred from one person to the other then the call gets dropped. I do not have any more ideas on how to resolve this issue. I NEED my medication urgently and there is no assistance from Marara. I pay for a medical aid because I need medication. There is not 1 good review on Marara the pattern does not look good. 1 month in and there is only complaints. I am seeing a reporter and anybody that would like to join feel free to contact me.

0
Replies (1)
Marara Pharmacy
Marara Pharmacy's reply14 Feb 2025, 09:28
Official
Dear Rene V,

Thank you for bringing your concerns to our attention. We deeply regret the frustration and distress you've experienced, and we sincerely apologize for the poor service you’ve received from Marara Pharmacy. Your health and well-being are incredibly important, and it is clear that we have fallen short in meeting those expectations.

We understand the severity of your situation, especially given your medical conditions, and we fully acknowledge how critical it is for you to have continuous access to the medications that support your health. The oversight in providing your complete medication, including the insulin, metformin, blood pressure medication, pain relief for Fibromyalgia, and antidepressants, is absolutely unacceptable. 

We take full responsibility for this lapse and are committed to addressing it immediately.
We also understand your concerns about the change in your antidepressant medication. You are right—such changes should only be made by a qualified healthcare professional, and this was a mistake on our part. We are actively investigating why this happened and will ensure it does not occur again.

Regarding your efforts to contact us, we deeply apologize for the delayed responses and the challenges you’ve faced trying to reach us. We are working to improve our response times and ensure that your concerns are prioritized.

We have escalated your case to our senior management team, and you will be contacted by one of our specialists to ensure all of your medication needs are met promptly. We will also take immediate steps to ensure your prescribed medications are delivered without further delay.

Your health is our top priority, and we want to make things right. We are committed to resolving this matter and regaining your trust. Please do not hesitate to reach out to us directly at *** to further discuss your concerns.

Thank you again for your patience, and we hope to restore your confidence in our services.

Regards, 
Marara Customer Experience team.