Pharmacy Direct
Reviews and Complaints

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

My Bonitas Medical Aid details are below:

Dr AA Khan
Standard Select Number - [protected]

My wifes's chronic meds were processed on 15/08/2021 and she has NOT yet received them. Her Utrogestan has RUN OUT and she skipped it yesterday. If she skips it TODAY it will negatively impact her health as has been the case.

All emails to Pharmacy Direct since last night have been ignored.

To whom it may concern,

I am extremely discussed in Pharmacy Direct. I personally think it is pathetic the fact that I've been phoning for the past 2 weeks using hundreds of rands aitime for what at the end of the day. Sending numerous emails asking for assistance.

False promises has been made by the staff who assisted me. Not to mention the manager I spoke to today being the 13/08/2021. I am so extremely angry that I can not even remember her name.

Saying repeatedly that they'd mark my son's medication as urgent. I mean really? ? ?

Urgent and still my son's medication hasn't been delivered. What a disgrace from Pharmacy Direct.

Just letting you know my son can under NO circumstances go without his medication.

So no I would like to know from you what are YOU Pharmacy Direct going to do the fact that false promises has been made. If something has to happen to my son?

I still tried being nice by giving my son's work address as his home address is situated on a plot so I didn't wanted the driver to find it difficult to find the place. So than today when I phoned and spoke to the manager I asked if they could deliver the medication at my home address still took my cell nuber told me that the driver would leave the pharmacy at 5 O'clock. And explained what car the driver drives.

Because on Friday's my son only works until 1 O'clock. Going outside every know and than to see if the driver is at the gate to find no one there.

My son has to make use of pharmacy direct and this is the service he is getting.

I would love to take Pharmacy Direct to the news papers so that everyone knows what bad service you give your client's.

Regards,

Mrs. Adele Ehrke
[protected]

I send in 2 prescriptions for me and my husband in July. Got a message that one item was rejected. Was called by the pharmacy and we agreed that they must continue as that spesific item wil be paid via EFT on delivery. Called them 06th August, as I still did not receive anything. Was told that it was long weekend but it will be send Tuesday 9th Aug and will be delivered on Wednesday. Still nothing. Send an email to [protected]@pharmacydirect.co.za on 10th August, nobody respond up till now. Called Thursday morning 12th Aug. Was told it will be delivered the same day. Nothing. Received sms today 12th to say prescriptions is only captured today!. I was promised that an urgent message will be send to the manager for pick up today and delivery tomorrow but Manager will call me. It is now 15:07. No call. I am on insulin and my meds are finished which mean I will end up in hospital if I do not receive it. How is it possible that 2 people give such false information on delivery if the prescription is not even captured. I am so dissapointed. My contact details is [protected]. My name is Annemie Davel. I need an urgent call from a Manager please.

I am livid, script was received by Pharmacy direct 02/08/2021 and sms confirmed still till today 13/08/2021 no medication, I have been calling constantly with the run around when my son is out of his chronic medication. Clearly you have no care or concern or whatsoever for your clients. My medical aid will hear about this and if it means changing medical aid to find a better service provider so be it because you are playing with my sons life with no remorse. Every time I call it's nothing but excuses, 1st it was processing then now it's despatch what rubbish is that, it was written on the script "urgent"

23/06 new script sent to Pharmacy Direct
26/06 emailed confirmation received from Pharmacy Direct
28/06 email sent to Pharmacy Direct for Yaz to be dispensed and not Yaz Plus
01/07 claim processed for R216.60
02/07 WhatsApp to Pharmacy Direct to confirm if the script was processed for Yaz (PDDF3232A006). Confirmed that it was processed for Yaz plus. Requested that this is changed to Yaz.
06/07 WhatsApp to Pharmacy Direct confirming that 2 boxes of Yaz plus were delivered. Received confirmation that the correct one was processed and I can hand the incorrect items back to the driver. (PDDF3232A007)
06/07 incorrect 2 x Yaz Plus delivered
07/07 Yaz plus collected by driver and 1 x Yaz delivered
21/07 claim processed for R216.60

In Summary
On the 23/06 I submitted a script for 6 repeats. I have only received 1 box of Yaz on the 07/07. I need another box.. as per the Yaz instructions - "take one tablet daily as directed at the same time. Do not skip".

Concern 1 - I have only received 1 box of Yaz - how many repeats have been processed on this script as it should only be one and I should have 5 repeats left.

Concern 2 - the 2 incorrect boxes of Yaz were claimed against my medical aid and don't seem to have been credited? Is Pharmacy Direct committing fraud against my medical aid?

Concern 3 - I need a new box of Yaz to be processed ASAP - this will be repeat 2 of 6 (just so there is no confusion).

Concern 4 - another fraud attempt by Pharmacy direct as a claim went off on my medical aid on 21/07 but I received nothing.

I have to constantly call and email and followup and check on the deliver of my prescription.
They take weeks and several communications to get them to confirm the receipt of a prescription.
And it takes just as long to received the medication.
I try to go to the doctor a month before my prescription is done but honestly it does not help. I think I need to go back to going two months before the prescription is finished.
They promise to make the delivery urgent but it does not seem urgent because now I have 2 days worth of medication and I still have to call them everyday to make sure if the medication is out for delivery.
They say they will deliver within 24 to 48 hours but they have not made it in time.

I have not received my chronic medication, the claim was done on the medical aid on the 20/07 and I am not sure why my medication is not yet delivered. I am out of Medication and I don't understand this delay. even the consultants I spoke to are not helping as they are not sure when my medication will be delivered.

My chronic medication was delivered late, which means I spent 3 day without my medication. I was given the driver's number who was rude, even though the office called and told him my medication was urgent! Worst service ever! I'd rather get my medication somewhere else where I will pay 40% levy! It is fine with me, as long as I know that's where I will get better service and get my medication on time!

Have received a message on 9 July 2021 from my Medical Aid Supplier that my medicine has been approved and will be delivered by Pharmacy Direct as per courier service. Up to date I have not received anything yet, and want to know what has happened to my prescription?
Tracking number: PD3F4CB7A001

No call or sms are received from Pharmacy Direct if they are going to deliver the medicine or not. My Medical Aid has already approve vitamines to be delivered, but nothing were delivered up to date.

I would appreciate if you can found out what has happened to the order of my Vitamines which has already been approved for delivery.

Dear CNST D MATLALANE Your medication from Pharmacy Direct has been sent today and will be delivered by courier service. Tracking Number: PDFBA101A001, I never received the medication.
[protected]

I'm truly disappointed and angry with Pharmary Direct. Their service delivery standard has dropped from 10 to 0. For the second time now, I have to write emails to find out about my chronic meds. Should I suffer and not get my meds because we have a situation in KZN? What about the fact that I pay for this service irrespective of what is happening in the province or country? I'm at my wits end with you. If you're failing at your job, inform the customer at the least, we don't mind collecting our meds at the pharmacies. We're paying you for convenience not this poor service and always having to remind you to deliver our meds.

I am Freedom Zenzele Mboweni ID: [protected] Cell number: [protected]/[protected]. I am on chronic medication and Pharmacy Direct is not delivering my medication, I have not slept for two days because I can't sleep without my medication this is affecting my work and this company is not doing anything to resolve my situation. When I call their call Centre they just say they will tell the manager to call me but I have not been assisted.

I have never experienced such bad service as I have received today from Pharmacy direct.

I have phone since 11am requesting my dad's medication to be delivered before 1. Here I am still waiting for it.
The Hospital urgently need it and your company cannot be bothered. Every time someone said they will call the courier and phone me back - they never do not even the Manager.
I kept on holding for this Manager - no answer and no call back not from the manager nor the 3 agents I spoke to, A Bridgette also promised to call be back - again a lie.

You don't see the seriousness obviously of this.

So I am not at the address given next week - so the medication needs to go back where it normally went.
I cannot believe this nonchalant attitude you get from a Pharmacy that is supposed to deliver a service.
You don't even get the tracking number correct - that is also wrong.

I am extremely unhappy about the service receive - really.

Our Medical Aid instructed Pharmacy Direct in PTA to deliver Vitamins to our their members. On the 13th of June 2021 Pharmacy Direct claimed the set amount the vitamins. After several phone calls to Pharmacy Direct heal no results at all. All they kept on saying the medication is out on delivery! Today is the 8th of July 2021 no delivery! Pathetic service ever!

They are not taking us seriously and not carrying anymore, they received a new prescription on 08 May 2021, they keep on claiming while there is an issue with the prescription, for almost two months now awaiting for medication I don't have any, only on 26 June when I call they calm Doctors room but since then they have kit said anything to me,

I have had my medical delivered by Pharmacy Direct on many occasions, but lately their service lacks the essential and much needed service required.

The overall principle of life is when you pay for something you can expect a proper service not at their convenience not a week later while you speak to this employee that the manager, but still your service request does not get resolve.

I am dissatisfied with the service and here is my complaints:
1. Pharmacy direct provides an essential not just because it's Covid but because they have an important role in the society and the medical practioners trust that medication is delivered in a timely manner
2. Gaining access to my profile - cause one occasion as was I was told we will not send your medication as you own us R80?
3. When ever I phone in the number rings but then the phone call does not go through, I even email but the emails are not answered, so I am left with chatting on the website and then rude, unprofessional employees chat to you leave the chat without waiting for my response
4. I did speak to Casandra now 14:46, but still awaiting for the courier company and I cannot dissatisfied with them - cause should my query have been handled two weeks ago - 16/ 06 my medical aid confirmed they will pay for my claim and should have been dispatched two - three days after that.

I understand that we are in Covid times, and everywhere you are made to understand employees work from home and such, but do not tell me on the 25/06, my manager will contact you and no one phones only once you repeated say demand adequate service now the manager is involved.

I am available on my email as well as cellphone number should you wish to contact me

Good day

I keep running our of my meds at least two days after the last pill. I am on a contraceptive which especially messes up my system if not taken everyday. I will get a claim alert and three to four days later still no delivery. I have had to phone in and find out when my next delivery will come for the past three months and get told it has been sent...

From: Van Der Schyff, Maria

Sent: 22 June 2021 09:12 AM
To: 'Cindy Bester'
Subject: RE: Poor Service

Good morning Cindy

Here I am again with the same complaint, I called Lyrishia 15h51 yesterday about an amount claimed and I do not know what it is for, she would call me back I told ha she can call me 16h30 but it is now 08h57 and still no feedback from her, so that's why I'm terribly unhappy just like I said in my previous email. DON'T SAY I CALL YOU BACK AND THEN YOU DON'T DO IT. Here is a package that was apparently sent last week but our medication always arrives only on the 25/26 st so I am now completely confused about what is going on. That's why I asked over and over again to get one packet every month, now I have to go to the Clinic 2/3 times. I did not open the package because I did not expect to get anything at all now. I ALSO called last week to cancel a prescription that was only claimed without consulting the patient. So Lyrishia told me she would follow up with me before sending new month's stock so I did not have the same "scenario" again.

So I hope you understand my frustration and irritation.

This is totally unacceptable to me and every time it is just a pity but it seems to me the problem is not being addressed.