Pharmacy Direct (Centurion)
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Pharmacy Direct (Centurion) presents a deeply polarised customer experience. Loyal members praise named pharmacists and consultants for compassionate, efficient service, while a substantial volume of reviewers report missing chronic medication, unanswered emails and WhatsApp queues, and billing disputes that leave patients without life-critical treatment for days or weeks at a time.
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 52m
TrustIndex
5
Ranking
#5
in Medical Aid
Reply Time
12h 24m
NPS Score
7
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 52m
Sep '25 - Aug '26
Based on recent customer reviews, Pharmacy Direct (Centurion) presents a deeply polarised customer experience. Loyal members praise named pharmacists and consultants for compassionate, efficient service, while a substantial volume of reviewers report missing chronic medication, unanswered emails and WhatsApp queues, and billing disputes that leave patients without life-critical treatment for days or weeks at a time.
Pharmacy Direct (Centurion)'s biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Customer Service & Staff Quality (3.0). Named staff including Karen Oberholzer, Jason Barendse, Leaveil Jegels, Nicolene, Angeline Laubscher and Elna Combrinck receive consistent praise for going above and beyond, but frontline call centre and WhatsApp agents are frequently described as dismissive or unhelpful.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2021
Good morning my name is Eddie De Souza Membership # *** ID ***. I am not happy with your service. You Bill me for R229.02 for co payment for meds yet you charge me in advance. I just completed 3 of 6 and opened 4 of 6 now starting for the next 30 days. I still have a full packed meds of 5 of 6. Send me a list of the shortfalls ASAP. And reverse 6 of 6 like now. I don't want it. I want that list like now with the co payments. You charge me for 4 o6 but you don't send the Emerdyne and the Cardivor. Sort out this mess please
1 reviews | Active since May 2021
Good morning my name is Eddie De Souza Membership # *** ID ***. I am not happy with your service. You Bill me for R229.02 for co payment for meds yet you charge me in advance. I just completed 3 of 6 and opened 4 of 6 now starting for the next 30 days. I still have a full packed meds of 5 of 6. Send me a list of the shortfalls ASAP. And reverse 6 of 6 like now. I don't want it. I want that list like now with the co payments. You charge me for 4 o6 but you don't send the Emerdyne and the Cardivor. Sort out this mess please
1 reviews | Active since Apr 2010
On 17 April, I sent an email to Mpho Molotsi [Debtor’s Clerk at Pharmacy Direct] requesting a tax certificate indicating all my payments to Pharmacy Direct from 1 March 2025 to 28 February 2026. I require this for my SARS return and I got last year’s certificate from Mpho Molotsi so this should not be a difficult thing to produce. I GOT ONE FROM ANOTHER PHARMACY WITHIN 15 MINUTES OF MY REQUEST. I received no response from Mpho Moloti nor from anyone else at Pharmacy Direct. Last Thursday, I sent the same request to Cassandra Fredericks and to the care email at pharmacydirect. Again, I was not honoured with any response. On Friday, I decided to try Pharmacy Direct’s WhatsApp number. 10 minutes after supplying my request as well as all the required information, I was informed that Pharmacy Direct: "are currently experiencing high volumes. Please be patient one of our agents will contact you soon. Else you may phone us" I decided that I would rather wait for a response via WhatsApp than waiting on hold if I phoned them. From experience, phoning Pharmacy Direct does not work. So, AFTER 40 MINUTES, someone acknowledged my presence with the message: “Hi, I have escalated your request to our finance department for further assistance” and asked me to confirm my email. That was at 13h36. And yet, I have received no tax certificate for my payments. Can ANYONE AT PHARMACY DIRECT help me with this request?
1 reviews | Active since Apr 2010
On 17 April, I sent an email to Mpho Molotsi [Debtor’s Clerk at Pharmacy Direct] requesting a tax certificate indicating all my payments to Pharmacy Direct from 1 March 2025 to 28 February 2026. I require this for my SARS return and I got last year’s certificate from Mpho Molotsi so this should not be a difficult thing to produce. I GOT ONE FROM ANOTHER PHARMACY WITHIN 15 MINUTES OF MY REQUEST. I received no response from Mpho Moloti nor from anyone else at Pharmacy Direct. Last Thursday, I sent the same request to Cassandra Fredericks and to the care email at pharmacydirect. Again, I was not honoured with any response. On Friday, I decided to try Pharmacy Direct’s WhatsApp number. 10 minutes after supplying my request as well as all the required information, I was informed that Pharmacy Direct: "are currently experiencing high volumes. Please be patient one of our agents will contact you soon. Else you may phone us" I decided that I would rather wait for a response via WhatsApp than waiting on hold if I phoned them. From experience, phoning Pharmacy Direct does not work. So, AFTER 40 MINUTES, someone acknowledged my presence with the message: “Hi, I have escalated your request to our finance department for further assistance” and asked me to confirm my email. That was at 13h36. And yet, I have received no tax certificate for my payments. Can ANYONE AT PHARMACY DIRECT help me with this request?
1 reviews | Active since Jul 2014
I have been dealing with them since 1 December 2025. Up until today 22 May 2026 I have four Dr's of witch they have prescriptions. The medical aid Bonitas has requested generic medication for about 3 medications. I sent them to Pharmacy Direct to update their system with regards to my medication. I'm still struggling with one medication that I am not receiving the generic medication as per amended script from my Dr. Suddenly this month they are only sending me half of my medication, stating that the missing meds can only be refilled in a month's time. I KNOW that I have not received the medication they didn't send. By not wanting to sending it to me now, they are saying I have already received it??? When I questioned them they were adamant that I can only get those items in a month's time. That will mean I have to go without it for a month. I kept on asking, and my query is referred "higher-up" and in that same communication still insisting I can't get it now!! Suddenly I am getting messages from my medical aid that those items are being claimed. No apologie nothing!!! There is still one of my meds that they insist that it can only be filled in a month's time!!! The previous month I received ALL MY MEDS in one delivery....what is the problem now...I don't understand??? The only thing they still had wrong is the replacement of the meds with the generic ones as per new prescriptions. I JUST CANT COPE WITH THIS ANYMORE! As soon as they deliver the last of my outstanding meds I'm going to there offices and cancel their services!
1 reviews | Active since Jul 2014
I have been dealing with them since 1 December 2025. Up until today 22 May 2026 I have four Dr's of witch they have prescriptions. The medical aid Bonitas has requested generic medication for about 3 medications. I sent them to Pharmacy Direct to update their system with regards to my medication. I'm still struggling with one medication that I am not receiving the generic medication as per amended script from my Dr. Suddenly this month they are only sending me half of my medication, stating that the missing meds can only be refilled in a month's time. I KNOW that I have not received the medication they didn't send. By not wanting to sending it to me now, they are saying I have already received it??? When I questioned them they were adamant that I can only get those items in a month's time. That will mean I have to go without it for a month. I kept on asking, and my query is referred "higher-up" and in that same communication still insisting I can't get it now!! Suddenly I am getting messages from my medical aid that those items are being claimed. No apologie nothing!!! There is still one of my meds that they insist that it can only be filled in a month's time!!! The previous month I received ALL MY MEDS in one delivery....what is the problem now...I don't understand??? The only thing they still had wrong is the replacement of the meds with the generic ones as per new prescriptions. I JUST CANT COPE WITH THIS ANYMORE! As soon as they deliver the last of my outstanding meds I'm going to there offices and cancel their services!
1 reviews | Active since Mar 2025
Dear Sir/Madam, I am writing to express my serious concern and frustration regarding the handling of my medication request. We initially submitted the required documents on 5 May, but were informed there was an issue on your system. We were then told the documents were incorrect, which is not acceptable as the problem appears to be on your side. My wife resubmitted the documents, but again there was a fault—this time with your WhatsApp line. Despite paying cash for the medication, the pharmacy has been unable to assist me further. As a result, I have been without my medication for the entire weekend. This is completely unacceptable, especially given the nature of my medical condition. We were also given conflicting information by your staff: We were told the medication would be delivered today, yet nothing has arrived. Another staff member stated that deliveries are not done on Fridays. This inconsistency suggests a lack of proper communication and training. For reference, the last message I received was: “PHARMACY DIRECT: Hi Mr AG VAN DER WESTHUIZEN, your medication will be delivered by a Pharmacy Direct driver within 24–48 hours. PD9FF3AFZ020. Thank you.” It is important to note that I suffered a stroke a few years ago, and delayed medication can significantly affect my health and mood. I am ordinarily calm, but this situation has become extremely distressing. At this point, I request the following: - An urgent call from a manager today - Immediate clarification on the delivery of my medication - A refund, as I paid cash and have not received the service If this matter is not resolved promptly, I will have no choice but to escalate it further. Please contact me as soon as possible.
1 reviews | Active since Mar 2025
Dear Sir/Madam, I am writing to express my serious concern and frustration regarding the handling of my medication request. We initially submitted the required documents on 5 May, but were informed there was an issue on your system. We were then told the documents were incorrect, which is not acceptable as the problem appears to be on your side. My wife resubmitted the documents, but again there was a fault—this time with your WhatsApp line. Despite paying cash for the medication, the pharmacy has been unable to assist me further. As a result, I have been without my medication for the entire weekend. This is completely unacceptable, especially given the nature of my medical condition. We were also given conflicting information by your staff: We were told the medication would be delivered today, yet nothing has arrived. Another staff member stated that deliveries are not done on Fridays. This inconsistency suggests a lack of proper communication and training. For reference, the last message I received was: “PHARMACY DIRECT: Hi Mr AG VAN DER WESTHUIZEN, your medication will be delivered by a Pharmacy Direct driver within 24–48 hours. PD9FF3AFZ020. Thank you.” It is important to note that I suffered a stroke a few years ago, and delayed medication can significantly affect my health and mood. I am ordinarily calm, but this situation has become extremely distressing. At this point, I request the following: - An urgent call from a manager today - Immediate clarification on the delivery of my medication - A refund, as I paid cash and have not received the service If this matter is not resolved promptly, I will have no choice but to escalate it further. Please contact me as soon as possible.
1 reviews | Active since Jul 2024
I have had some good and some really bad experiences with Pharmacy Direct. They really should work on the communication and should really have emergency contact details. They should place much more care on sending out medication on time, that said we also had great help, some of the staff going the extra mile. My last complaint was really sorted out, and I am grateful for that. Yes my child was without her sensor for a few days and it should never have happened. But they did try to rectify it as soon as possible. Unfortunately not everyone can survive if meds is late. So we should be able to reach them at any time if urgent.
1 reviews | Active since Jul 2024
I have had some good and some really bad experiences with Pharmacy Direct. They really should work on the communication and should really have emergency contact details. They should place much more care on sending out medication on time, that said we also had great help, some of the staff going the extra mile. My last complaint was really sorted out, and I am grateful for that. Yes my child was without her sensor for a few days and it should never have happened. But they did try to rectify it as soon as possible. Unfortunately not everyone can survive if meds is late. So we should be able to reach them at any time if urgent.
1 reviews | Active since May 2026
At first the experience was really concerning and I had to revert to raise a complaint. Angela Laidlaw took up my concern and resolved all My issues. She was warm empathetic to my complaint. Resolved all my issues and with a friendly smile
1 reviews | Active since May 2026
At first the experience was really concerning and I had to revert to raise a complaint. Angela Laidlaw took up my concern and resolved all My issues. She was warm empathetic to my complaint. Resolved all my issues and with a friendly smile
The most common complaint about Pharmacy Direct (Centurion), based on Hellopeter's AI analysis of recent customer reviews, is Claims Processing & Authorisation. Claims Processing & Authorisation (1.5). Members repeatedly report the pharmacy claiming from medical aids for medication that is never delivered, incorrect quantities dispensed, scripts processed under the wrong member name, and shortfalls or co-payments raised without prior communication.
Pharmacy Direct (Centurion) scores 2 out of 5 on Hellopeter's AI analysis of service quality in Medical Aid, compared to the Medical Aid industry average of 1.9. Their strongest theme is Customer Service (3); their weakest is Claims Processing (1.5). The top AI-rated Medical Aid business on Hellopeter is Affinity Health (3.3). How is the AI Score calculated? →
Pharmacy Direct (Centurion) has a TrustIndex of 5 out of 10 on Hellopeter, based on 118 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 11 hours 52 min. Hellopeter has tracked Pharmacy Direct (Centurion) across 1,571 total reviews. How is the TrustIndex calculated? →
