“I ordered medication to help me sleep which can only be ordered over the counter by a pharmacist. My medication did not arrive and I have photo evidence that it was delivered to a different house who was a different house number. I have sent several emails to My Pharmacy, I had 1 response asking my address who confirmed and sent the photo which dpd sent me of the house it was sent to. I want a refund but I am being ignored. Not only did I have to go out and repurchase my product, someone else has my medication. This is so unprofessional. If a refund is not processed in the next 24 hours I will be reporting you to trading standards”
Hi Jodie,
I've taken a look at your order and it looks like you provided the wrong information in your shipping address.
Initially your order held up due to a delay at your local DPD soring depot. This was the case for all of our DPD orders sent out that day, likely due to the weather conditions. However, once the delay was sorted and your order was delivered, we received an email from yourself saying that it had been delivered to the wrong address.
In a reply to your email we asked you to confirm your address and you provided a different post code to the one you entered for your order. It is the customers responsiblity to provide the correct address, and it is not My Pharmacy or the couriers fault for delivering it to the provided address.
Once your order is placed, you have accepted the My Pharmacy terms and conditions as well as the chosen couriers terms and conditions. My Pharmacy terms and conditions explicity state how important it is to provide a correct address. Incorrect addresses can be ammended if the customer contacts us prior to dispatch and notifies us of an error.
No correspondence was received prior to disptach so we had no way of knowing the address was incorrect and that your order may arrive with a different recipient.
We hope you understand we did everything we could on our side to get your order to you as timely and effectively as possible.
Kind regards,
My Pharmacy
