Unacceptable Bad Shocking Service

Hello. I am Len and I live with an autoimmune condition called Ankylosing Spondylitis. My treatment is biologics, a costly but vital medication that comes as four injections per month. Each injection must be taken on the same day every week without delay for the treatment to work properly. On my second month of treatment, Pharmacy Direct failed to deliver my medication on time. The delivery arrived two days late, after I had already missed my scheduled injection. I called them repeatedly to ask where my medication was, but no one answered the phone. Their WhatsApp service is useless—it only connects you to a bot, never a real person. Out of frustration, I sent an email on Wednesday, explaining that I was upset with their poor service. Rethabile Ranthare, the pharmacist assistant, and person responsible for biologics responded the next day and attributed the delay to a public holiday. That excuse is unacceptable. A dispensing pharmacy has a duty to ensure patients receive their medication on time, especially when delays cause serious health consequences. Tuesday was a normal working day, yet my medication was only dispatched on Thursday after my complaints although it is now Monday 16:25 and still no medication has arrived. Also, no communication from Pharmacy Direct. Because of this failure, I am now six days overdue for my injection. I am in severe pain, unable to move properly, and struggling even to get out of bed. Biologics are the only treatment that works for me, and missing doses has left me suffering. I told Pharmacy Direct that their service is absolutely unacceptable and that I will never use them again. Their response was a generic apology, showing no real accountability. She also said she respects my decision if I don’t use them again. Pharmacy Direct claims to be “caring, reliable, and affordable.” In reality, my experience proves they are Indifferent, Unreliable, and Careless.