Hi Norman,
Thank you for the feedback.
Unfortunately, due to price increases from our couriers we have had no choice but to increase postage costs across the board.
Kind regards,
My Pharmacy
“I forgot my password so I was completely locked out of my account. Very disappointed with customers service lady she didn't want to help at all. So I sorted it out via Facebook! I asked to speak to the manager she said he'd be there the next day then said oh no actually it will be the day after. Very unprofessional and confusing.”
“Although when messaging me to see if i called talk, I said that’s fine and got the FaceTime within minutes. However, I was called by the wrong name - I think they were expecting to speak to someone else. I was then asked how I was getting on.. umm I said I hadn’t started the tablets yet, and that I thought their call was to see if I qualified to have the tablets.
They need to get the facts correct before making calls.
Pleasant man. But no apology they he’d got me mixed up completely with someone else.”
Dear Faye
Apologies for the mixup. We are using a new system and a technical glitch caused the confusion.
Thank you for being understanding and for your feedback.
kind regards
My pharmacy team
Posted 1 year ago
Hi Faye,
Thank you for the feedback and apologies for the name mixup. This is a new system we have put in place for certain medications and you were one of the two people we had lined up that day for further inquiry. Unfortunately, your invoice got mixed up with the other person scheduled that day.
Once we use this system further and optimise it for better use, errors like the one you experienced should no longer occur in the future.
Again, we can only apologise for the error.
Kind regards,
My Pharmacy
Hi there,
Thank you for the review. Your order was placed and dispatched on the same day via Royal Mail Tracked 24 and was delivered the next working day.
We hope to see your custom again in the future. If you have any issues please contact our customer support team via email or over the phone.
Email - info@mypharmacy.co.uk
Phone - 01254 882800
Kind regards,
My Pharmacy
Hi Firoozeh,
All products that are required to be kept at a low temperature are shipped in wool bags. Fortunately, as your order was only in transit for a 24 hour period, the product you purchased should still function correctly.
Kind regards,
My Pharmacy
Hi Hugo,
Thank you for the feedback.
You should have only recieve one reminder email, and if you've received anymore we can only apologise. The initial reminder can be ignored/deleted and no further emails should be sent.
If you are receiving a consistent amount of reminders, please contact our customer support team for further help.
Kind regards,
My Pharmacy
“The tablets were delivered but the cardboard packet they were in was completely squashed (the outer packaging was undamaged so it appeared the damage was done before postage). Luckily the tablets were okay. This was disappointing.”
Hi Michael,
Apologies for the packaging damage. This is more than likely human error and your order has been placed in packaging that is intended for smaller items. We have made the packing team aware of your feedback to reduce future incidents.
Kind regards,
My Pharmacy
“The item was delivered in a package that had wool protection. I thought wool had been sent to me from a supplier use. It wasn’t until a few days later I realised my medication was in there!”
Hi Jane,
Thank you for the feedback.
The wool and waterbag are to ensure certain products remain cool during transit. Items such as the one you ordered are supposed to be kept at specific temperatures so that they are not damaged or reduced in effectiveness.
Regarding clarity of where it is coming from or what would be inside, all of our packages are completely plain, without any details of what’s inside or who has sent it. This is to ensure the safety and privacy of your parcel and bring no untoward attention to it.
Kind regards,
My Pharmacy
Hi Helen,
Your order was dispatched on 7th March but Royal Mail has not received it yet. No further tracking information is available at this time.
We have begun a claims process with Royal Mail and any updates will be provided via email.
Kind regards,
My Pharmacy
“All medication is sold with a 3 month minimum shelf life policy.
Dont be tricked into bulk buy at a cheaper price because anything not used within 3 month it will be waste .”
Hi Andrew,
Most of the medicines we supply have well over 12 months until expiration. If you require medicines with a particularly long date expiration then please inform us beforehand and we will do our utmost to accommodate your request.
We don’t advise keeping medication for long periods, particularly prescription-only meds, as your condition may change, hence why we only allow the purchase of one packet. The medication you requested is for acute conditions and is not recommended for long-term use.
Kind regards,
My Pharmacy
“The service and was good. The 3 stars represent the website repeatedly saying transaction was declined and therefore I mistakenly placed the order twice of which I was charged!”
Hi there,
Apologies for this issue. Unfortunately, both of your orders were dispatched by the time you got in contact with us. Once the medication has left the premises we can no longer accept returns due to health and safety reasons. For future purchases, please get in touch with us as soon as possible.
Kind regards,
My Pharmacy
Hi Jason,
We've just checked your most recent orders and you've only ever placed a single order with us and it was for one item. This was sent out and successfully delivered.
If you're unsure, please contact us via email or over the phone and we'll look further into this for you.
Email - info@mypharmacy.co.uk
Phone - 01254 882800
Kind regards,
My Pharmacy
Hi Linda,
Thank you for the feedback.
Unfortunately, due to stock shortages and wholesalers' increasing prices, the cost of medication has increased gradually over the past several months. We have had no choice but to reflect this in our pricing, however, we remain extremely competitive when compared to similar services.
Kind regards,
My Pharmacy
Hi Faye,
We are closed after 5pm weekdays and over the weekend. Your order was placed on a Friday after 5pm and was dispatched promply the following Monday. We aim to dispatch orders the same working day, if placed before 5pm, provided we currently have stock of the items ordered.
Kind regards,
My Pharmacy
Hi Isobell,
Sorry about the confusion with your order. This was a mistake that listed the product variation as 'Child' instead of 'Paediatric'. This has now been changed and should not cause any confusion in the future.
Thank you for the feedback.
Kind regards,
My Pharmacy
Hi Sanjay,
Thank you for the feedback.
Our team is aware of some backend issues causing the slow speed/crashes you experienced and are hard at work trying to resolve them. In the meantime, thank you for your patience and we hope to have this issue resolved in the near future.
Kind regards,
My Pharmacy
“Product good and a good price - however I paid for next day delivery and it took four days to arrive. I let mypharmacy know and they basically didn't care, blaming the courier.”
Hi Helen,
Your order was placed on a Friday and the shipping that was chosen was "DPD Next Day Delivery". Unfortunately, this only includes weekdays, and excludes weekends and holidays as stated during checkout.
Orders that are urgent and required over the weekend have the option to choose "DPD Saturday and DPD Saturday 12pm" delivery options. This guarantees delivery on Saturday or before 12pm Saturday depending on the option selected.
Kind regards,
My Pharmacy
“The reason for the 3 star review is that as you can only purchase I tub of piraton you have to pay the delivery charge which increases the cost substantially, but there would be no delivery charge if I could purchase 2 tubs.”
Hi Jane,
In the case of the medicine you ordered and other medicines available on our site, strict guidelines dictate how much of a single medicine someone can order at once. Future purchases of these products are also reviewed by our prescribers to ensure they are within a suitable timeframe when previously purchased.
We hope you understand that these rules are for the safety and wellbeing of our customers.
Kind regards,
My Pharmacy
Hi Joanne,
Apologies about your order. Before and during the Christmas period, Royal Mail were taking industrial action. Due to these strikes and the Christmas period, DPD and other delivery services experienced extra workloads and delays.
Unfortunately your order was placed during this period and experienced delays.
We can see from your tracking information that your parcel was delivered as of 30/12/2022.
If this is not the case, please contact us via info@mypharmacy.co.uk and we will elevate this issue with DPD.
Kind regards,
My Pharmacy
Hi there,
Apologies about your order. Before and during the Christmas period, Royal Mail were taking industrial action. Due to these strikes, DPD and other delivery services experienced extra work loads and delays.
Unfortunately your order was placed during this period and experienced a delay.
We can see from your tracking information that your parcel has been received as of 03/01/2023 at your requested DPD pickup shop.
If this is not the case, please contact us via info@mypharmacy.co.uk and we will elevate this issue with DPD.
Kind regards,
My Pharmacy
