“Paid extortionate extra cost for next day delivery.
Didn't recieve until following day
Would not refund or partially refund.
Just kept telling me to look at there T/C's
Would not use them again .”
Hi John,
Are you certain you've posted this review to the correct company? I can see that you placed an order with us in February, however the order was not refused. It was completed and delivered successfully.
If you have any problems or queries, contact our customer support team (info@mypharmacy.co.uk) and they'll be happy to help.
Kind regards,
My Pharmacy
“You did not send my requested prescription, you said I couldn't have it because I do not have asthma! The product was an anti inflammatory nothing to do with asthma!”
Hi there,
I've taken a look at your order and there seems to have been a mix up. The original message was intended for another user relating to their asthma medication. A correction was made with another message sent to you explaining why the prescription had been rejected.
Apologies for any confusion caused by this. If you have any further questions or queries, please contact our customer support team (info@mypharmacy.co.uk) and they'll be happy to help.
Kind regards,
My Pharmacy
Hi Rachael,
Thank you for taking the time to leave a review and provide feedback regarding your recent order.
We understand your frustration and sincerely regret that your delivery experience did not meet expectations. You paid for next-day delivery and provided instructions to the courier, which where then not followed.
Please know that we did everything on our side to ensure your order was dispatched on time for next-day delivery. We take these matters seriously and will raise this with the courier to help prevent similar issues in the future.
Kind regards,
My Pharmacy
Hi Stephanie,
We are sorry to hear that your parcel did not arrive in adequate condition. Please can you contact our customer support team with the above image attached at info@mypharmacy.co.uk and a member of our team will be in touch.
Kind regards,
My Pharmacy
Hi Sharon,
Your order was refunded due to safety regulations we have surrounding certain medications. This includes the amount of medication being purchased and how long it has been since the previous order. We hope you understand our intentions to protect our customers from harm.
The refund was prompt and was issued the same day the order was placed, with an accompanying email explaining why a refund had been issued.
Kind regards,
My Pharmacy
Hi Isabella,
Thank you for your feedback, and we sincerely apologize for the delay in processing your order.
Taking a look at our order history, it looks like your order was placed on hold due to a website error. We’ve been updating our website recently, and this issue was likely caused during that time. We appreciate your patience and understanding as we work to ensure smoother service going forward. Please don’t hesitate to reach out if you have any further questions or concerns via our customer service team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Hi there,
Thank you for taking the time to leave a review.
The medication you purchased was deemed unsuitable due to an answer provided in our online consultation, and this decision was confirmed after further correspondance via email. We understand that the approval process can be frustrating sometimes, but our priority is always ensuring the medication purchased is suitable and safe for our patients.
If you have any further questions, please contact our customer support team at info@mypharmacy.co.uk.
Kind regards,
My Pharmacy
Hi there,
Thank you for taking the time to share your feedback with us.
Your order included a temperature-sensitive product that requires refrigeration. At My Pharmacy, we take extra care with such items by using insulated packaging and gel ice packs to help maintain the appropriate temperature during transit. The packaging is carefully sealed using an adhesive strip and reinforced with additional tape to ensure it remains secure.
While we take every precaution to protect your order, occasional damage during courier transit can occur, which is unfortunately beyond our control. Please rest assured that we’ve done everything possible to dispatch your order safely and securely.
Please contact our customer support team (info@mypharmacy.co.uk) if you have any further queries regarding your order.
Kind regards,
My Pharmacy
“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
“I ordered 400 carepoint needles, but my dog had to be put down the same day they i got them so I did use them.. I asked if could get refund you said no,they are still sealed in the parcel that they came they in never even opened it is still as it was sent to me, I thought this discuting...so I hope you print this review.and you can use my name Brian Canfield”
Hi Brian,
First, please accept our deepest condolences for the loss of your beloved dog. We understand how difficult it is to lose a pet who is a cherished part of the family.
Regarding your request for a refund, it's important to note that, due to strict health and safety regulations, once a medication or medical product leaves our premises, even if it remains unopened, we are unable to accept returns or resell it. This policy is in place to ensure the safety and well-being of all our customers, as we cannot verify the condition of returned items.
Kind regards,
My Pharmacy
“Received the wrong item even though I painstakingly took care to make sure I had purchased the item I wanted. Notably the two different kinds of medication had very different colour packaging. One can only assume any pictures on this site are for entertainment purposes only. Avoid this company if you want to get what you asked and PAID for.”
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 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. We received no request from yourself and what brand we had in stock at the time of your order was sent out.
Kind regards,
My Pharmacy
Hi Mark,
If you have not received your order and more than five business days have passed since it was dispatched, please contact our customer support team via email at info@mypharmacy.co.uk, and include your order number.
Our team will respond promptly and work to resolve the issue as quickly as possible.
Kind regards,
My Pharmacy
Hi there,
We are always looking to improve our service and one of the ways of doing that is asking for feedback from our customers. We apologise if the request for a review felt intrusive or bothersome.
If you would no longer like to receive emails such as a review request, please click the 'unsubscribe' link at the bottom of the email you receieved. This will remove you from our mailing list and any future promotional emails.
Kind regards,
My Pharmacy
“Absolutely terrible customer service. A problem occurred when my order was late being delivered due to a problem with royal mail. Eventually MyPharmacy blamed it on me not inputting my address correctly and claimed the order had been returned to them because of this, and I would receive no refund due to the items needing to be discarded being medical, or pay £3.99 to have it redelivered. In fact, royal mail tracking showed the item had been delivered but it was sent to the wrong house, which often happens as we live slightly off the beaten track. Usually I find the parcels with my neighbours but this time didn't recognise the house in the delivery photo. In this instance the company bought from would usually help resolve the issue, but my pharmacy literally said 'it's out of our hands', fair enough some might say, but then preceeded to lie about the order being returned to them because the address was wrong which was my responsibility. The address was correct. I never usually leave reviews but with loads of pharmacies you can order from online i'd steer clear of this one - if anything goes wrong they won't help you, and instead will blame you. This issue is still ongoing and there has been silence since I sent evidence of the parcels delivery to the wrong address.”
Hi there,
Thank you for leaving a review.
As per our email conversations, your order was not delivered to another house. It was returned to us, as Royal Mail could not successfully deliver it to the correct address. The picture shown on your tracking information is the front of our shop. The address you provided was NOT correct, as you admitted to in your email reply.
It is the customers responsibility to input the correct address when placing an order. If an error is noticed before dispatch, customers can make us aware via email and it can be changed. We did not receive any correspondence from yourself regarding an incorrect shipping address, thus it was sent out with an incorrect post code.
Royal Mail requires all of the shipping information to be correct as both the post code and address work together to ensure that it is delivered to the correct address. If this is not provided, it is returned to the original sender.
Your order is now back at our shop, and we are awaiting your response to our most recent email.
Kind regards,
My Pharmacy
“This shower sent me product that is used only intermittently with only four months left on the use-by-date - two to three years would be more like it. My request for rectification was met with weasel words and contempt. I wouldn't trust this lot as far as I could throw them. AVOID!
Dr Steve Parrott”
Hi Steve,
At My Pharmacy, we conduct regular and thorough stock rotation checks to ensure that all medications provided to our patients have appropriate expiry dates. We guarantee that each medication has a minimum of a 3-month shelf life before it leaves our pharmacy, unless stated otherwise on the product page.
For Waxsol, the product you purchased, the Patient Information Leaflet advises that it should be discarded 4 weeks after opening, as it is not suitable for use beyond that period.
If you have any other concerns or queries, please contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Dear Peter
The tracking information shows the parcel was dispatched and delivered when within the time frame stated.
We also do not seem to have received any emails from you.
Please contact our customer services teams on info@mypharmacy.co.uk or telephone 01254 882800 if you need any further assistance.
Also please amend your review rating if your issue has been resolved.
Kind regards
My Pharmacy Team
