Pharmacy Direct
reviews and complaints

I am chronic patient who was introduced by Bonitas to Phamarcy Direct by placing orders of my medication,on the 15march 2020 my Bonitas was suspended was not informed of any outstanding balance,

Wednesday I received sms that I have outstanding balance that was not communicated before, yesterday the account was handed over, today received a call to make payment which I don’t have it as I’m not working.

Two months in a row that Pharmacy direct delivers medication after a complaint has been made. the worst part of it is they don't have delays when they claim from the medical aid.

This is a life threatening service and a company like you should have not be allowed to provide this kind of service to people. You would think that having a medical aid means you will receive better service.

I would just to express my annoyance with Pharmacy Direct. I have received my meds through them and never had issues, I always reach out if and when details change as requested by them. They are however advocating to stay in contact via email or whatsapp and the natural thing to expect is good customer service by an acknowledgement of some sort... After doing what I needed to do I had to call to find out where my delivery went as I had to go to my GP with no notification, after a week of no response, but no delivery were made. Long story short the outcome of the call was that the fault lies by the delivery company and because the medication is still in the Western Cape Pharmacy Direct will try and have them sent to the address to be delivered. This was all done on Friday the 11 Feb 2022 and it is Wednesday, I had to call them back now to find out again, what is happening I cannot be without my meds, the Agent tells me that the meds was returned to the office as a cancellation, how is that even possible that you think so little of having life threatening meds not delivered, yet your services is so we do not experience issues with having and taking meds on time...

Hello all, on the 1st of February 2022 at 12;01pm I was up late writing new life altering songs for the world, like I have been doing since 1982! I ordered some ablution items and some combantrin for the household because one of our pets suddenly lost a lot of weight and we wormed him and he started to improve so just to be on the safe side I figured I should force it down the households throat too! Which any caring person would :D So I ordered my three items value around $40 and paid express post of about $8 I has under the impression I’d get my items within a few days max, because they have a warehouse here in Brisbane QLD. Wrong! It’s been over a week! Every other local company has its here within hours not days especially if you pay express postage! If you’ve got box stuffer shortages, I’d be happy to help! But I’d really like my items or my money back before I begin a litigation to the civil courts for small claims. You cannot take peoples money and not deliver their items in a timely manner especially if they’ve paid express delivery for them. it’s outrageous! I absolutely detest having to write this and drag local business owners through the courts but what choice are they leaving us?

Good day

On 26 Nov 2021, I sent back medication I had not authorized to Pharmacy Direct with a driver who had come to deliver meds at my house. Subsequently, i sent an email to [protected]@pharmacydirect.co.za informing them of this and further requesting that they should NOT send the following meds until further notice: Lasix, Ecotrin and Trustan. I received no response apart from the automated email. On 10 Dec 2021, my brother went to pharmacy direct to collect meds on my behalf at the Pharmacy Direct office in Zwartkop, Centurion. He informed me that Pharmacy Direct had once again dispensed Trustan after i had given written instruction not to send it to me. At my instruction, he left the Trustan with the receptionist and asked her to send it back to the pharmacy and refund me.

A few weeks later, i was sent an invoice to the amount of R1192.98 which included all the meds that i had returned. I advised the accounts department (Linda and Mpho) and they later sent me an amended invoice, however, the second invoice still reflected one of the Trustan's I had returned (new balance of R634.92). I immediately notified them of this and their response to me was that the latest invoice is correct. I wrote back and told them that one Trustan was still reflecting on the invoice and further asked if they can put me in contact with someone who can assist. I have not heard from them since. (Prior to this, I spoke to Mpho at the accounts department on two occasions and advised her of the situation)

A few days later I called the contact centre and as usual no one was able to assist. I kept being sent from one pharmacist to another. Eventually a Jnr Pharmacist assistant tried to assist but even he couldn't and I then requested him to ask his manager (Jan) to call me. Needless to say, I didn't hear from him. This morning i received an sms requesting me to pay R632 which is the amount that still includes the trustan.

Copies of email communication and invoices sent are available upon request

Regards Khetho
(profile no. F0221C)

After 21 calls in january and phone calls in december 3x a week my mother still didnt receive any mediaction‼️
My father passed away on the 17th of october, my mother received last medication on the 19th of october
Can someone please sort this out
Please contact me urgently
Belinda
[protected]

I am complaining about no service. I have never in my life experienced such sick and life threatening service. How on earth can a pharmacy withold chronic medication from people. If they have incompetent people doing the accounts. Because they claim from Bonitas, they should take unpaid accounts up with medical aid. After several emails and several hundreds of Rands spent on telephone calls trying to get my husbands chronic medication, to no luck. I would like to know what Pharmacy Direct will do if one of their patients they are withholding medicine from dies . This I will tell you, even if it takes my last cent I have enough screenshots of people you are doing this to. I am telling you now in public you can be sure you will beheld liable for my husbands life. I am sick and tired of your lack of communication and lack of service. Pharmacy Direct is a pharmacy that plays god over their clients. Instead of using that energy to do there job properly. After no luck or assistance from your pathetic service I took to phoning my medical aid. Just to find out that the account in Question that was not claimed for two years ago was reviewed and settled on the 8th of November 2021.on contacting my medical aid again today. There was all of the sudden a account for October 2019 in query again.:Suddenly" in the mean time my husbands medication is withheld. I do wonder if the management of Pharmacy Direct will contact me after this review. As I have written previously. This also fell ondead ground. I am awaiting a reply. I am sure there would be alot we can talk over.

Hi My name is Anthea my Profile number is BBE32C and contact number [protected], I have a credit amount on my Pharmacy Direct account which I asked to be refunded twice and to date nothing has happened nor any feedback provided, the date of the first email was 28/10/2021 and I was asked for documents which I have sent and no response, I sent another email with all info on 17/11/2021 and still no response about my refund to my bank account, I am very disappointed in the service im getting. I want answers immediately

I submitted my subscription on 26 Oct 2021. Today is the 8th of November 2021. I have not yet received my medication. When I phone to complain always someone will phone me back but they never do. I have been without my medication for two weeks. My medical aid only alows me to receive my chronic medication through them. What if it was heart medication?

My mother has been waiting for her medication for 2 weeks and has finally started going through withdrawal from her anti depression medication

For the 2nd month in a row, we have had to fight to get medication from Pharmacy Direct.
No feedback from management, and still, a chronic critical medication has not been delivered.
Stalevo is crucial for a patient with Parkinson's disease.
Emails sent on the 13th of September 2021 have not been responded to by management.
13th September, 7 phone calls to your call centre, and was told they would get back to me after speaking to Jacqueline.
15th of September, I was told by Jacquline we would get an ETA on the Stavelo medication. We are still waiting on this ETA.
21st of September, we are still waiting.

I am livid with Pharmacy Direct's service.!Script was sent on 24 August for chronic medication. I called on 08 Sep 2021 and was told medication will be delivered by 10 Sep 2021. Today it's 16 Sep 2021 and when I called I was told that the medication is being prepared! Who's lives are you playing with? This is not the first time that the medication took long to be delivered but this time around it's the longest and the worst!

I am a Bonitas Member No.[protected]
My chronic medication has not been sent for two months
You have billed Bonitas for two months on 1 Sept
Ref PDC18491839
it is now 9 Sept and still no meds.
You were also sent a new prescription starting from 1-sept.
WHAT IS HAPPENING!
Please contact me
Tel [protected]
Cell: [protected]
They both work (unlike your number)
If I do not receive a response from you today I will have to purchase my meds from Dis-Chem.
Your account to me is also a mess!
The R999.12 has been ongoing dispute for two years. Still unresolved.

Grant Thistlewhite [protected]

On Tuesday 31st August 2021 Pharmacy direct submitted a claim to Bonitas medical aid for Grant 00 and Helen Ann 01. On the 1st September I phoned Pharmacy direct at 13H00 to confirm the delivery of my medication. I asked them to only deliver some of the medication as I didn't need all my prescribed medicine. On the 2nd September I phoned Pharmacy direct at 13H00 again to follow up on the delivery and find out how much I owed, as my medical aid funds have run out. I paid Pharmacy direct R932.49, despite them still owing me money, see second paragraph. On the 3rd of September I phoned Pharmacy direct at 8H45 and I was told that my medicine had been sent to despatch. I informed the operator that my medication would run out on Monday 6th September (check your recordings). Pharmacy direct is closed over the weekends. On Monday the 6th September I phoned at 8H10 and told the operator that I had no more medication I was told that the supervisor Rowanda would phone me in 10 minutes. At 12H26 I phoned back as I had not heard from anyone at Pharmacy direct. Again I was promised that Rowanda would phone me back in 10 minutes. At 14H50 I phoned again as once again I had not heard from anyone at pharmacy direct. I was once again promised that Rowanda will phone me back. Tuesday 7th September I have no Chronic medication I phoned Pharmacy direct at 8H10 this time I was told that Pharmacy direct doesn't have all my medication. I informed the operator to please send what they have, I will have to go and collect the rest of the medication at another pharmacy. I was told that they would do so and that Rowand and a Pharmacist would call me.

On the 4th August I received my medication from Pharmacy direct I was charged for 10 vials of A-Lennon vitamin B12 10ml R216.98. I only ever get one. Only one vial was delivered to me. When I realised that I had been overcharged I phoned Pharmacy direct and I was told that R195.29 would be credited to my account. This has never been done.

I suffer from Diabetes Insipidus in July my Pharmacy informed me that on my Chronic medication I would have a co-payment of about R1000 and that I have to use Pharmacy direct for my medication. After a number of phone calls I got an emergency delivery after 10 days of my prescriptions been at Pharmacy direct. I thought it would get better how wrong I was. On the 4th September after much pleading and begging I received my chronic medication but I was told that they didn't have DDAVP. I cut back on my daily intake and kept close to a bathroom and drank a lot of water and suffered cramping. I used my last pill on 10th September fortunately I received my DDAVP on the 10th September via emergency delivery. I cannot afford to pay the co-payment on DDAVP so I have no choice but to use Pharmacy direct. I have three days of pills left and then the following has to happen. I have to be hospitalised put on a drip, catheter and supplements. I will put out around about 24lt of urine in a day and consume about 20 lt of water. This will be at the cost of Bonitas

I e-mailed a new prescription for my chronic medication on 26 August 2021 and as at 10h00 this morning, 1 September, it had not been processed.

PD acknowledged receipt of my new prescription on 28 August, so it did not get lost. I followed up with three e-mails and two phone calls and was told this morning that it could take another 48 hours before my order will be sent to me.

6 Days and PD could not confirm when my order would be sent, so I cancelled my order and all my future ones and have now found a new supplier.

I was promised my medication before 13:00 today. And they know my husband is leaving sa for 6 weeks, without medication

This is unexceptable

Goodday
My profile no is 429E1B and this is an ongo-ing complaint, in that I do not get my cronic medication on time. 1) Pharmacy Direct dispence the medication late. 2) The courier company Dawn Wing do not care fore the delivery of the parcel. Please if you cannot supply me with the medication, notify me and I will in future get my medication dispenced with a local pharmacy.
Regards
Gawie Pretorius
28 Gardenia str
Heldervue
Somerset West
[protected]

Lodged a full complaint about my chronic medicine not dispatched on Monday . No call . No feedback - in the meantime I am begging local pharmacies on a daily basis for meds as promises of delivery don't happen.

Medicine arrived 13 days after I ordered it. I still don't know why and no manager or customer service agent accept the rude one on Friday has taken any time to explain the mess

I want this escalated. I've been a loyal customer for an extended period of time and I am not happy with how I am being treated and ignored.

Furthermore my account is a mess. I got a statement from Leaveil on the day I ordered the meds and paid the statement immediately. Then I got slips with my meds yesterday that show me with outstanding balances for 30+, 60+ and 90+ days. This query seems to blow the mind of the person who is supposed to help me. I want a detailed statement of all meds given and all payments made for the last 6 months ASAP please

Good day. Yesterday my daughter's medication was not delivered to my house as usual, instead the driver dropped the meds in one of the neighbours house without making contact to say maybe they are getting lost. They phoned asking for directions from my husband he directed them then later in the afternoon he gets a phone call from a neighbour asking who is he... Because now they are trying to locate him by the cellphone number written on the slip that accompanied the parcel. I find this highly inappropriate because it means in the future this medication won't be received. Please correct this.

Profile: 9203E2 Mrs Yolandie Jansen Van Vuuren DISCOVERY HEALTH [protected]

The order for medicine dated 13 July 2021 refers

I ran out of Nectizole on Friday 20 July and had to go beg a local pharmacy for meds which they had to give me without a prescription -

When I phoned on the 20th (a full week later) at about 16h00 a very rude call centre lady put me on hold more than once and then tried to transfer me to a supervisor that didn't pick up
She took my detail (after I asked her to write down my no) and said the supervisor would call. The supverisor didn't and left me without any prescription for meds for the weekend.

Today I phoned Laveil Jegels and someone else answered the phone stating that she will give him a message to get back to me - this was hours ago and I still have not been phoned back.

This is just unacceptable service delivery. Surely I could expect to receive meds within a 10 day period in modern times?

I need this sorted out please. And I need my script sent to me so I can get my meds locally from now on.

Regards

From: Yolandie Jansen van Vuuren
Sent: Tuesday, July 13, 2021 9:44 AM
To: Leaveil Jegels
Subject: RE: Profile: 9203E2 Mrs Yolandie Jansen Van Vuuren DISCOVERY HEALTH [protected]

Please send me

B Cal Ultra Tab 30
Activovite Supreme Pro Cap 30
Astyfer Cap 30
Eutherox 25 MCG Tab 30
Calcium Citrade D Sac 30
Vit C Tabs 60
Nectizole 40

Senwes

Yolandie Jansen van Vuuren | Group Executive: Human Resources
Tel [protected] • Cell [protected]
Yolandie. [protected]@senwes.co.za | www.senwes.co.za

This message (and attachments) is subject to restrictions and a disclaimer, read more: Afrikaans | English
From: Leaveil Jegels
Sent: Friday, July 9, 2021 7:54 AM
To: Yolandie Jansen van Vuuren
Subject: Profile: 9203E2 Mrs Yolandie Jansen Van Vuuren DISCOVERY HEALTH [protected]
Importance: High

Good Morning Mrs Jansen Van Vuuren

Trust that all is well, Kindly confirm your medicine requirements for the upcoming month:

Regards
Leaveil
Leaveil Jegels
Pharmacist assistant
Special cases
Direct number • [protected]
Email • Leaveil. [protected]@pharmacydirect.co.za