“I ordered 2 x codeine linctus and received 2 x simple linctus.
I would have preferred to be asked if I was prepared to receive a substitute. I would have declined. However for the sum of money involved it isn't worth the hassle of making a fuss!
You did ask - twice!!”
Hi Susan,
Please double-check your invoice. Codeine linctus is NOT available for sale or listed on our website.
We would also never send out an order with a substitute without first contacting the customer, and asking them if they'd prefer the substitute or a full refund.
Kind regards,
My Pharmacy
Hi Antonia,
We sent you an email on the 24th March explaining that when you placed your order, the address you gave was incorrect and Royal Mail was unable to deliver it. As a result of this, it was returned to us on the 28th March. It was explained in the email that we could arrange re-delivery at a cost to yourself, due to it being the responsibility of the customer to provide correct delivery details when placing an order.
Please contact us via email info@mypharmacy.co.uk if you would like to re-arrange delivery.
Kind regards,
My Pharmacy
Hi there,
Your order was for generic medicine. All of our generic medicine product pages have a clear disclaimer under the product image explaining the image is only for stock purposes and that brands may vary. If you contact us and request a specific brand or place in your order notes that you require a specific brand, we will happily accommodate and order in the brand that has been requested.
Kind regards,
My Pharmacy
“Google earth showed me you operate from run down looking unmarked building. The pills had no leaflet inside. A quick google of the ‘manufacturer’ of the pills took me to a very dodgy looking manufacturers webpage. Not risking taking them.”
Hi there,
We've recently moved from a small shop to a larger building. The large unmarked building that can be seen on Google Maps is the building we've moved into. We are currently in the process of placing signs so that the building is easily recognizable. This is feedback we have also received from local customers.
In regards to your order containing no patient information leaflet, before purchasing this medication you were required to fill out a consultation form. The very first question in this consultation asks -
"You will or have read the patient information leaflet provided in the further information link and confirm the medication is suitable for you and will follow the manufacturer's instructions."
We provide a link to the patient information leaflet on the product page under the drop-down section named "Patient Information Leaflet".
This medication is also considered a food supplement which typically won't include a patient information leaflet in the packaging.
Kind regards,
My Pharmacy
Hi Sheila,
Apologies for the delay in receiving your order. Your order was dispatched the next working day via Royal Mail 2nd Class. Typically this shipping option takes 2 working days to arrive, but can sometimes take up to 5 working days dependent on Royal Mail.
Your tracking information now says that you received your order 10 minutes after this review was posted. We hope you understand this was entirely out of our hands and we did everything on our end to get your order to you promptly.
Kind regards,
My Pharmacy
“Really bizarre choice of packaging, it arrived in wet, smelly wool. The layers were so thick I almost didn’t think the parcel was inside. The packaging was also addressed from a wool
Company which meant that I nearly threw it away, it would be helpful if it was clear what was inside.”
Hi Danielle,
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.
In regards to 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 of your parcel and bring no untoward attention to it.
Kind regards,
My Pharmacy
Hi Zahin,
All of our generic medicine product pages have a clear disclaimer under the product image explaining the image is only for stock purposes and brands may vary. If you contact us and request a specific brand, we will happily accomodate and order in the brand that has been requested.
Unfortunately, we did not receive any communication from you regarding a specific brand, so what generic stock we had in was sent out.
Kind regards,
My Pharmacy
“Absolutely terrible customer service!
I only used this place as I could not get my usual medication in my usual place, I ordered from them a few weeks ago and it was not too bad, submitted a copy of my passport as requested, this time they asked for my ppt again, seemed a bit odd as they had already verified my identity, anyway, I emailed it off, it all went fine, the attachment was there, I could see it. Then my order went on hold, no explanation, no email explaining why, nothing. then I got a barely literate email after asking them why, they needed a copy again, in the ned I sent them 6 copies of my ppt, each time they said I did not, I'm not an imbecile, I work in IT and I know what is blocked etc. Long story short, avoid these useless people until they employ someone over 5 years old with a grasp of grammar. Thanks”
Hi,
I can only apologise regarding your experience. You did indeed send the copy of your passport correctly numerous times, but due to a technical issue, we were unable to open the file correctly.
Your order was dispatched as soon as the issue was corrected, and steps have been put in place so this will no longer be an issue in the future.
Kind regards,
My Pharmacy
Hi Faye,
Unfortunately it looks like Royal Mail have had some issues at one of their delivery depots. We have launched an investigation with Royal Mail to find out what has happened to your parcel and will be in contact with you shortly.
Kind regards,
My Pharmacy
“Held up my order on a technicality with no communication or explanation. A jobsworth response when I finally challenged them. Disappointing and unprofessional.”
Hi Peter,
We sent an email the same day you placed your order asking for further information relating to your full name. Your order was then placed on hold hold until we received confirmation of your name. Due to your order being a prescription medication, the prescriber requested your full name before they could send it through to dispatch.
Unfortunately, it looks like you missed the email we sent you requesting your full name, thus causing the delay with your order.
Kind regards,
My Pharmacy
Hi Natalie,
Apologies about not getting back to you in a timely manner. It looks like DPD had numerous delays at their sorting depot when trying to deliver your parcel. While we investigate this issue with DPD, a full refund has been issued to your account. This can take up to 3-5 working days to appear.
Kind regards,
My Pharmacy
“I placed my order 6 days ago and paid £7.50 for next day delivery with DPD as I knew Royal Mail were on strike. Every day my parcel was expected to be delivered I got notified it was delayed for additional 24 hours this happened twice and my child depended on this medication. I won’t be ordering from you again as you aren’t reliable and I am requesting a refund for the delivery amount that I didn’t receive.”
Hi Elle,
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 hope you understand that once the parcel has left the premises it is entirely in the couriers hands to deliver it in a timely manner and is not an indicator of our reliability. We did everything we could on our end , including dispatching your order the same day it was placed, to make sure you got your medicine on time.
We can see from your tracking information that your parcel was received as of 29/12/2022.
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 Charlotte,
Unfortunately it seems like DPD have delivered it to the wrong address. Whilst we open an investigation with DPD, we have issued a full refund. This can take up to 3-5 working days to appear in your account.
Kind regards,
My Pharmacy
Hi Stuart,
Apologies for the delay in getting back to you. We opened an investigation and were awaiting a reply from DPD about your parcel. Unfortunately, due to the increased workload over the Christmas period, your parcel likely got lost.
A full refund has been issued. It can take up to 3-5 working days before it appears in your account.
Kind regards,
My Pharmacy
Hi Phillip,
Apologies, automated emails are sent automatically to verified purchases. You can safely delete and ignore them.
We ask our customers to leave a review to collect feedback and identify areas of improvement.
Kind regards,
My Pharmacy
Hi Helen,
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 04/01/2023.
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
“Have been extremely let down. Not only did I pay additionally for next day delivery but over a week later my medication still hasn't arrived having (allegedly) been delivered to soke random place by DPD. Have reported this to both DPD and My Pharmacy, but have recieved no reply from either. At the very least I need a complete reimbursement for the product I haven't recieved. But some communication would be appreciated.”
Hi Paul,
Unfortunately it looks like DPD were having some issues at their delivery depot. We have opened an investigation with DPD to conclude what went wrong. In the mean time we have processed a full refund as of 13/01/2023.
Please contact us via email info@mypharmacy.co.uk if you have any further issues.
Kind regards,
My Pharmacy
Hi there,
Apologies your order didn't arrive on time. Unfortunately your order was placed just after the planned Royal Mail strike. We dispatched your order the next working day, but due to the strikes and also the snow the past week, it likely got caught in Royal Mails backlog.
Looking at your tracking information your parcel has been delivered as of Sunday, 18th December.
A warning was placed at checkout that all orders placed on or around those dates would likely suffer delays in delivery, and the DPD option was recommended if the order was needed urgently.
Kind regards,
My Pharmacy
Hi Lee,
Unfortunately your order was placed around the planned Royal Mail strike that ocurred on 24th, 25th, 30th November and December 1st. We dispatched your order the same day it was placed, but due to the strike it likely got caught in Royal Mails backlog.
A warning was placed prior to the strike at checkout that all orders placed on or around those dates would likely suffer delays in delivery, and the DPD option was recommended if the order was needed urgently.
Please contact our customer support team at info@mypharmacy.co.uk for further help regarding your order if it is not delivered within the next couple of days.
Kind regards,
My Pharmacy
