Pharmacy Direct
reviews and complaints

Pharmacy Direct does not offers you hassle-free chronic medication delivery to your home or office. Yes you get No queuing and no traffic but in return you get to beg and plead and stress and phone and email - just to receive your medication and scripts delivered late, every time. I have forced to use Pharmacy direct since January because Bonitas uses this excuse of a service. Since then, my scripts are always being lost, despite the fact that I email, send on whatsapp, send on the chat forum, upload on Bonitas and upload on their own website. The call centre never answers, the chat function on the website never responds, and from the Whatsapp chat function the only response you will ever receive is from the bot. This is the second time in less than 1 month that my script hasn't been processed. When I finally speak to someone I get told it will be sent for processing now, only to find out 3 days later that STILL nothing has been done. This is an excuse for a service. If it wasn't that Bonitas forces you to use this place, I would never use it again.

Bonitas member NJ Olivier [protected], ref no 58B32E
This situation leaves me without medication for my serious heart condition and diabetes.
My wife had a mild stroke recently and Drs prescribed urgent medication but at this stage she is without any medicatikn for the past week! So what now? Please please

It's been 3 weeks without receiving a chronic medication for 1 of my dependent. Every time when I call I promised that the matter is been referred and escalated accordingly. It's even worse when receiving a bad service and attitude from the consultant after explaining that it's been 3 weeks without medication.
Fatima is very rude and doesn't even want to know what the issue was, she was very quick to tell me that the medication will be delivered on the 6th March. It is not my responsibility to teach her how to do her work. Maybe if she took time to check 9n the system, she would have established what was the issue all about. Like her co-worker did. Joyce was very helpful l, but I had to call back again to get assistance.

My chronic meds are being delivered later and later every month. I am sitting here without my chronic medication for January that I ordered on the 12th of the month.

If it were not for Fatima Ockhuys following up with the pharmacy for me every month they would shut down completely. Apart from this hardworking lady no other member of staff respond as they don't remain employed long enough to establish any kind of rapport with the public.

One only has to read the numerous complaints on Hellopter to determine there is something radically wrong with Pharmacy direct who desperately require decent senior management. Either that or shut down and stop giving the paying public the monthly runaround.

John Taylor 42D18E.

My Moms Medication for the month of Jan 2021 is not delivered. Mom is old
and on chronic medication. Each month there is a problem with the delivery of her medication.
I've been phoning and e-mailing daily and every time the response is that the medicine is on its way. its the 22nd of the month and still no medication For January?

What must I do?

Pharmacy Direct Stopped dispensing my medication in December 2020 due to alleged co-payment, I have been in contact with them to resolve the matter without success as my Medical Aid Bonitas [protected] confirmed that Amlog does not attract any co-payment.

I have been in contact with both Pharmacy Direct and Bonitas on the same line where Bonitas conformed that there is no co-payment and Pharmacy Direct will promise that they have escalated the matter to the Management level (Maureen Morero) and they promised to call me back with the solution. however until today nothing came up. I managed to buy my medication over the counter twice of 10 units to avoid relapses.

I have also paid R100 amount before Bonitas confirmed that there is no co-payment but now seems like the matter is not addressed, while this medication is a chronic.

Recent contact with Pharmacy Direct South Africa

15/01/2021
19/01/2021

In all the conversations I was promised that they will call me back with the solution

Good day.

Waiting for Juan to resolve query for over 6 weeks. We never received medicine 6 of 6 script ending October 2020.
Pharmacy need to Uplift mylan pantopeazole 5 of 6
Received 29/09/2020
Co payment must be reversed on account.

Pharmacy direct response
22 Dec 2020

thank you for your email

the account payment has been received and an urgent request sent through for the Cilift and Diaglucide, an urgent mail has been sent through to the pharmacy to revert back with regards to your other part of the query, kindly await feedback from them

thank you for your support

Vivian Molefe

Care Agent

My response 22 December
Good day Vivian,

I know await Suzette to call me.

Jean had almost 3 weeks to resolve and phone me back.

Terrible customer service

Regards
Gerhard
[protected]

Phoned 31 December,
Phoned 15 January

Email 15 January Show quoted text
Good day,

We received medicine yesterday, no cilift.

When i phoned now was told will come 4 February.

Last cilift we received was 19 December.

What is going on? Pharmacist don't call anymore. Sms received 31 dec around cilift. Phoned and said cilift must be used as per doctor.

Then

Still no feedback from query with Suzette and Juan around medicine of last script 6 of 6?

Come now pharmacy's direct your customers service use to be good.

Regards
Gerhard, Charmaine son.
[protected]

Show quoted text

Hi

It is absolutely Disgusting and Criminal what Pharmacy Direct is doing. I have been complaining every Month about the Late Delivery.

For example I received an SMS on 29/10/2020 promising delivery within 24 Hours PD 188790A546 which did not happen.

I complained to Rowenda ([protected]@pharamcydirect.co. za0 as I have done previously. Here is where the Clown show becomes farcical. She is supposed to be an Escalation Officer but is barely in her Office or looking at Mails. always get a response like I am not available or out of the office.

There is no apology for the Poor Service / Non Delivery. Constant SMS follow promising Delivery - which does not happen.

As it stands it is now the 3 rd week since the first Promise and still no Medication.

We are talking about Peoples Lives here. I am on Chronic Medication for Hypertension which if left without Medication can cause a stroke / Heart Attack or at worse Death. Thankfully this time I hade extra Medication which has carried me thus far.

Pharmacy Direct has a Serious Problem which is not being addressed - Rowenda from Pharmacy Direct can verify how Many times that I have Complained.

I am at my wits end on how to get my medication delivered Timeously.
Can you please get me an Executive or Board Member contact details so that they are made aware on what exactly is going on with Pharmacy Direct.

I cannot move to Dischem or Medirite as PD has a hold on BONITAS.

THIS IS A SERIOUS ISSUE YOU ARE PLAYING WITH PEOPLES LIVES.

WHERE IS MY MEDICATION?

Mohan Singh
Pharmacy Direct Profile No 188790
Cel [protected]

I took the complaint to hello peter, and they decided to ignore it. Just like they ignore the importance of dates when medication has to be delivered. The only thing that they can tell you is that it will never happen again... Well I am tired of that, because of the late delivery of medication I am experiencing complications with my meds... Did they resolve my complaint? No... I want my compensation for what you ave done, you are not paying for my doctor, and stop ignoring my complaint... As I have said it will not end here, trust me!

See below the communication.

I have a challenge with pharmacy direct towards my pensioner mother who has been a client for years now. My mother is a known hypertensive, asthmatic and osteoporosis client on treatment, I submitted her prescriptions on the 4/4/2020 but to date I have not received her medication. I only received acknowledgement email from pharmacy direct on the 7/4/2020. My major gripe is that I have even highlighted on my initial communication about the lack of communication thereof but still this continues. I need help urgently with this case and people dealing with processing must be held liable for this.

Regards,
Zanele

I Audrey id number [protected], very unhappy about your services, my were supposed to be delivered on the 6 April 2020 as per sms received. I made follows after not receiving anything and to date still have not received my chronic medicine which I payed for. I phone 3 times already firstly spoke to Dineo 08/04/2020 who told she will follow up with courier people and still nothing! I then phoned again the next day on the 7 April 2020 and spoke to Keabetswe who also told me she will look into it, still have not received anything to date. I phone again on the 14/04/2020 and she told me my medication was returned back with no reason why it was returned. This is unacceptable especially into in this environment of Covid19. I am told medication will be here on the 15/04/2020 Fatima who did not even have the courtesy to apologise to this inconvenience that you people have caused. Please deal with this 3 consultants appropriately and ensure I receive my medication as promised on the 15/04/2020.

For as long as we have received the services from Pharmacy direct, we have not received any good feed back from them.

Our health is really at risk. It looks like they do not have any system in place. They always deliver the meds late.
We have raised this concern with Bonitas Medical aid and they (Solwakhe) have indicated that they will handle it but I guess history repeats its self. We are experiencing the same problem again and they seem not to be bothered at all.

Regards
Nomzamo
[protected]