Pharmacy Direct - PATHETIC SERVICE

Pharmacy Direct have delivered our medicine without the most critical medication, which is my husband's Xaralto. Without that medicine, he can develop blood clots and instantly dies. He has been in hospital with a Pulmonary Embolism 3 years ago, and every since he had to drink the medication, without skipping it one day.

When we opened the box with the medicine and realised it was not in the box, it was the evening of the 24th of December , so obviously they were closed already, and the first opportunity they were available to complaint was on 27 December. I spoke to a lady who promised to order the medicine as a matter of urgency and arranged with her to deliver it at home, as my office where they usually deliver were closed over the festive season. No delivery was made on the 27th, and we were giving them the benefit of the doubt that it will be delivered on 30 December, even though my husband have been without his medication since the 25th of December.

On 31 December I had to call again, as the medication was not delivered yet. I was then told that there is no record on the system that I have spoken to them on the 27th, and there is no order for the medicine. Whilst I was holding the line, Nthabiseng were then typing an e-mail to the Manager to escalate the matter and to notify the pharmacy as well. On 3 January I contacted them again, as we still haven't received the critical medication, and my husband have been without his medicine for 8 days already. I was once again promised that they will escalate and send an e-mail to the pharmacy. My husband then took the phone and asked to speak to the Manager. He was put through to Zanele who was the standing in Manager. He explained the criticality of the medicine as he have been experiencing the same symptoms as the previous time just before he were admitted to hospital. Zanele then promised that she will make sure that the medicine is delivered on the 3rd of January as very urgent. He even confirmed our home address again. When my husband a few moments later called Zanele again to confirm something, then suddenly she was not taking anymore calls.

On the morning of the 3rd of January my husband called to confirm that the medication was out for delivery. He was told it is and it will definitely be delivered on the 3rd. Later on during the day he phoned them again and the person he spoke to promised to call him back with a status update within 10 minutes. After 30 minutes he phoned again as they didn't phoned back. When he asked to speak to that person, he was told she is also not taking any calls anymore. How is that possible, as it seems like they are trying to avoid speaking to customers instead of coming up with solutions and assist the customers. He were then given the excuse that they do not have a driver to deliver but they will send a driver as soon as one arrives. He asked if I can go fetch the medicine from their offices and was told no.

Today is the 6th of January and still no medication. I am back at the office so there is no one home, I spoke to them earlier and once again a promise that it's out for delivery, but how should I believe them. Also, I am back at the office as I told them, but the delivery address they have for today is my home address.

We couldn't get replacement medication from any pharmacy as it was already claimed from Discovery and paid for, so the Pharmacy refused to give something as it's over dosage. However my husband is now suffering the consequences of a company with people who do not realise the consequences of their actions. Do they not know that this medicine is critical, do they even care that the patient is without it?

This service is pathetic and once I eventually receive the outstanding medication I will definitely not make use of their service again, and I will not recommend it to anyone, as it's a disgrace.