“I ordered liquid paracetamol strawberry flavoured as I've ordered before and received calpol which harps a lot more Es etc in it and was no good. Gave it to my friend as her children take it.”
Hi Coral,
All of our generic supplement 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. If no brand has been requested when ordering, we send out what we have in stock.
In the case of your order, we received no communication requesting a specifed brand.
Kind regards,
My Pharmacy
“Not the hydrocortisone tube of cream I put in my basket. I received Hydrocortisone for athletes foot. However after checking the ingredients they seem the same.”
Hi there,
Please can you send an email to our customer support team - info@mypharmacy.co.uk - with a photo of the product you received and your order number as reference.
Kind regards,
My Pharmacy
“All good apart from the melatonin that I bought I think they may have been fakes I will not be using my pharmacy again I should report you to trading standards”
Hi Belinda,
I'm truly sorry to hear about your concerns regarding the melatonin you purchased from us. Ensuring the authenticity and quality of our products is paramount, and it's distressing to hear you feel you've received something that doesn't meet those standards.
However, we can assure you that this is genuine melatonin medication that contains the active ingredient melatonin at the stated dose 3 mg. It's important to note that individual responses to melatonin can vary due to factors such as sleep patterns, metabolism, and personal sensitivity.
Kind regards,
My Pharmacy
“The tablets I was sent were not the same brand that I had ordered.
I specifically wanted the brand I ordered which is why I ordered from your pharmacy.”
Hi Sheila,
All of our generic supplement 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. If no brand has been requested when ordering, we send out what we have in stock.
In the case of your order, we received no communication from you asking for a specific brand.
Kind regards,
My Pharmacy
Hi Sue,
Apologies regarding your order. It looks as though there was a mix up during the packing stage and further measures have been put in place after reviewing our fulfillment process to prevent such errors from happening again in the future.
I can see my colleague has already sent out the correct order for you with a pre-paid postage label to return the incorrect product, free of charge. However, it also seems that Royal Mail have now delivered the second parcel to the wrong address.
We are currently in the process of contacting Royal Mail to see what happened, and will dispatch a 3rd parcel to get your order to you as soon as possible. Please keep an eye out for updates from us via emails.
Again, we can only apologise and understand how frustrating it can be to receive an incorrect item.
Kind regards,
My Pharmacy
“The first time I used them, all was fine and delivery excellent. However, the second time I ordered to cover any emergencies over Christmas, a month layer I was refused, so not impressed”
Hi Jane,
I understand your concern and dissapointment at being refused the medication you ordered.
It's important to note that certain medications are regulated to ensure safety and prevent potential misuse. For this reason, there are often restrictions on how frequently they can be purchased. This is particularly true for medications that might have a potential for misuse or have strict guidelines set by health authorities.
Unfortunately, your order was one of these medications and was placed too soon after your last and was rejected by our pharmacist.
Kind regards,
My Pharmacy
Hi there,
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, we will happily accommodate and order in the brand that has been requested.
Unfortunately, we did not receive any communication from you regarding a specific brand, so the stock we had was sent out.
Kind regards,
My Pharmacy
“I ordered 2 teeth gels for the baby and they arrived the next day at 1 o'clock, this being Saturday I had to pay an extra £11 and something arrived on Monday because I paid extra for it to arrive after 2 days”
Hi Diana,
We are closed after 5 p.m. and over the weekend. Your order was placed at 11:05 p.m. on a Friday. This would not be dispatched until we were back in on Monday. Once your parcel was dispatched, it was successfully delivered the following workday before 1 p.m. at 10:52 a.m.
Kind regards,
My Pharmacy
“Sorry I never received the product. DPD delivered but not to me. Waiting on a refund. I think they delivered to THe Thatched Cottage and not the Thatched Barn and they are away”
Hi Rosalind,
Looking at your tracking information, someone called DUAA has signed for the parcel.
Please contact our customer service team via email - info@mypharmacy.co.uk - for further assistance regarding this issue.
Kind regards,
My Pharmacy
“Not processed same day and got Royal Mail scam delivery message.
Website very difficult on first occasion and still so now. Wanted to order two items but website wouldn’t let me.
Unlikely to use again because of delivery issues.”
Hi there,
Unfortunately, the product you ordered was accidentally left in stock when there wasn't any readily available on our shelves. We aim to have all orders placed before 3 p.m. sent out the same day, but because of this error and awaiting stock, yours wasn't dispatched until the following day.
In regards to the website not allowing you to place an order for two items, some of our items are limited in the amount you can order due to strict regulations. This should be visible when trying to add more than the maximum limit to your basket.
Kind regards,
My Pharmacy
Hi there,
Our intention is to always ensure the safety and well-being of our customers, and that includes a series of questions before purchasing some of our pharmacy and prescription medications. Although it can seem a little excessive, we believe this step adds a vital layer of protection for both the customer and our pharmacy.
Kind regards,
My Pharmacy
Hi there,
The order you placed was for a product that is only available in a single strength. Please contact our customer support team if you think the product you have been sent is incorrect.
Email - info@mypharmacy.co.uk
Phone - 01254 882800
Kind regards,
My Pharmacy
“Ordered Doxycycline which I know that works for me , but my pharmacy sent me Doxycycline Hydrate which I'm not sure about which completely different to what I ordered”
Hi
doxycycline comes as either
doxycycline hyclate or doxycycline hydrate. They are both doxycycline there is no difference in the active ingredient. It does not come as doxycycline on its own.
kind regards
My Pharmacy Team
“After placing the order I got an email saying my order was on hold till verification. I replied to the email right away and my order wasn’t dispatched till almost a week later. Nobody replied to my emails, probably will not order again.”
Hi there,
We can only apologise for the amount of time it took to dispatch your order and for not keeping you up to date with email responses. Unfortunately, your order was caught in a loop during processing which caused it to not be visible to the dispatch team. Once our team caught on, we dispatched it as soon as possible.
We have isolated this issue and it should not occur again for any future orders.
Kind regards,
My Pharmacy
“Availability of drugs was good. Delivery was slow. Incorrect order is still being 'looked into', and I'm still waiting over 2 weeks now for any kind of resolution.”
Hi there,
We currently cannot find any record of communication with you. Please can you contact us via email - info@mypharmacy.co.uk with further details about your issue and one of our support reps will be in touch as soon as possible.
Kind regards,
My Pharmacy
“The website needs to specify exactly their delivery details. Paid over the odds for next day delivery. £15 for carrier next day guaranteed) But goods didn’t arrive. Until the following day.”
Hi Kerry,
Your order was placed on the day before the most recent bank holiday and was shipped the same day it was placed. When selecting your shipping option during checkout there is text stating that next day delivery excludes holidays and weekends.
You were also warned via email soon after your order was placed, that due to the bank holidays your delivery time may be affected because of courier working hours.
Kind regards,
My Pharmacy
“Despite ordering a repeat description I've ordered multiple times in the past and despite uploading the same proof of identity my medication arrived a whole week late due to doctor's needing to validate my identity?
When you pay £7 for next day delivery you expect next day delivery!!!!”
Hi there,
For security reasons, your I.D. is deleted once your identity has been confirmed and the order has been dispatched. We have an automated ID screening process and any orders that require manual verification, are sent emails asking for I.D to be sent. Your order will automatically be placed on hold until your identity can be verified. We appreciate this is not ideal and apologize for any inconvenience.
Kind regards,
My Pharmacy Team
My Pharmacy
Hi Seamus,
Your initial order was lost due to a website error and was subsequently refunded.
Due to your second order containing specific medicines, our prescribers needed further information to determine whether this medicine was suitable for you or not. Unfortunately, it looks like you didn't respond to our prescribers' questions for three days, thus resulting in an initial delay. Once you had responded to the question, your order was dispatched promptly via Royal Mail Second Class, which is delivered within 2 to 5 working days.
Kind regards,
My Pharmacy
Hi Gwen,
All of our generic 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.
Kind regards,
My Pharmacy
Hi Geoffrey,
Thank you for your feedback.
Due to stock shortages and price increases by wholesalers the cost of medication has skyrocketed.
Unfortunately, we have had no choice but to reflect this in our prices, however, we remain extremely competitive against similar services.
Kind regards,
My Pharmacy
