Hi Sandra,
Thank you for taking the time to leave a review and provide feedback.
Our search box can be used wherever you are on the site and is typically accurate when searching for specific terms. However, there are instances where it can display the "wrong" item before 100% matching the actual search term. We are aware of this issue and are looking at ways to improve the way customers search for products.
Kind regards,
My Pharmacy
“I needed eye drops for my mother on an urgent basis so selected my pharmacy as they stated clearly the eye drops were in stock. I paid over £10 for next day delivery only to find they were “awaiting stock”. Despite the longer wait time there was no refund on this extra delivery charge due to the fact I had agreed to still receive the goods. Fair enough, if that’s the policy I will just shop for these drops elsewhere 🤷♂️”
Hi Geoff,
We sincerely apologise for not keeping our stock levels accurate. We strive to ensure that our stock levels are accurately presented, and we regret this wasn't your experience. It is our priority to provide both reliable and clear communication when purchasing from us, and we understand how disappointing it must have been to learn the item was not immediately available after paying for next day delivery.
However, our customer support team was swift in contacting you, 20 minutes after initially placing your order, making you aware of the issue. We didn't receive a response from yourself until the following day, stating that the next day would be fine, with no mention of a refund or possible change in delivery option. By the time we received another seperate email from yourself asking for a postage refund, your order had already been dispatched using the next day delivery option as instructed via your first response.
Your comments have been escalated to our management team so we can review our current processes and explore any possible improvements to our stock management. Thank you for taking the time to leave a review and provide feedback.
Kind regards,
My Pharmacy
Hi Samuel,
Thank you for the review and providing feedback.
We sincerely apologise for the delay in processing your order. Typically, orders are processed and dispatched the same day, however further clarification with our prescriber was needed due to your medical history. Ensuring patient safety and suitability is our top priority, and we wanted to make sure the medication was appropriate before proceeding.
Kind regards,
My Pharmacy
Hi Lisa,
Thank you providing a review and feedback regarding your recent order.
Unfortunately, it looks like your order was delayed during transit with DPD. We have been made aware of multiple customers placing orders on the day you placed yours that have also had deliveries delayed that chose DPD as their delivery option.
We've since been notified of an issue that arrose at our local DPD sorting depot which has caused a number of orders to be delayed.
I completely understand your disappointment with this service, expecting next day delivery. Unfortunately, once orders have been collected by DPD, we have no control over any delays that may occur. We hope you understand we got this out to you as fast as we could from our side (completing your order within 10 minutes of it being placed) and that there was nothing further we could of done to get this to you any faster.
Kind regards,
My Pharmacy
Hi Brenda,
I've taken a look at your tracking information and it says that your order was delivered Saturday, 26/10/2024, after this review was written.
If you have any other concerns, please contact our customer support team either via email at info@mypharmacy.co.uk or by phone 01254 882800 with your order number on hand.
Kind regards,
My Pharmacy
Hi Kate,
Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. We've taken a look at the tracking information, and it appears that Royal Mail may have lost the parcel during sorting. We are currently in contact with Royal Mail and have initiated the claim process to resolve this issue.
In the meantime, we have sent out a replacement order, which was shipped on 21/10/2024. We appreciate your patience, and please don't hesitate to reach out if you have any further questions or concerns via email at info@mypharmacy.co.uk and one of our support representatives will be in touch.
Kind regards,
My Pharmacy
Hi Lucy,
Thank you for your feedback.
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 (different brands provide different packaging). 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
“Never received next day and doesn’t matter how much I pay. Also never ring home bell. Always give it to concierge or leave it on reception without letting anyone know or sign for it.”
Hi Abdul,
As clearly stated on the website, our opening hours are 9am-5pm, Monday to Friday. You placed your order over the weekend when we are closed. All orders placed over the weekend are dispatched the following Monday.I can confirm your order was dispatched the following Monday and then delivered sucessfully the next day.
Someone had signed for your parcel as can be seen through your tracking information, however, we are not responsible for who Royal Mail decides to leave your parcel with. We have an order notes section specifically for this, so that our customers can provide further delivery instructions (i.e. leave it with reception or leave it in a safeplace if the person is out).
If you have any further questions, please contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Dear Anila
We have tried contacting you on multiple occasions regarding your order.
However there was no anser to the phone number provided and the emails are boucing back.
Please contact our customer services on 01254 882800.
kind regards
My Pharmacy Team
Hi Temidayo,
Thank you for the feedback.
We dispatched your order the following Monda after it was placed on a Sunday, as we are closed over the weekend. After taking a look at your tracking information, there had been an unexpected delay with Royal Mail, which regrettably is beyond our control. According to your tracking information, the order was delayed for 4 days before being successfully delivered. This is outside of the timeframe Royal Mail typically deliver 1st Class parcels.
We understand how frustrating this can be, however we hope you understand that we did everything on our end to get your order to you as soon as reasonably possible.
If there are any further issues with your order or if you have any other concerns, please do not hesitate to contact our customer service team (info@mypharmacy.co.uk).
Thank you for your understanding and patience.
Kind regards,
My Pharmacy
Hi Simon,
Thank you for the feedback.
As your order was placed over the weekend when we are closed, it wasn't approved by our prescribers and dispatched until the following Monday. The shipping option you chose was Royal Mail 2nd Class, which as displayed during checkout can take anywhere between 2-5 days for delivery. Your order was successfully delivered 3 days after dispatch, well within the provided timeframe.
If this medication was urgent, we have other shipping options that provide expedited delivery such as DPD Next Day and Royal Mail Next Working Day.
Kind regards,
My Pharmacy
Hi Rhys,
All of My Pharmacy's prescription medications require a consultation form to be completed before purchase. During this process, customers are asked various questions to determine the suitability of the medication. If any response indicates the medication is not appropriate, the consultation will prevent them from proceeding with the purchase. Additionally, if a patient completes the consultation and places an order, their answers are reviewed by a qualified prescriber to make the final determination on the medication's suitability.
Furthermore, we are registered with the UK's General Pharmaceutical Council, which is a regulatory body for pharmacies in Great Britian. You can view our registration here -https://www.pharmacyregulation.org/registers/pharmacy/9011853
This means that all our medications are sourced from reputable suppliers and are approved for use.
If you have any further aprehension about the medication you purchased from us, please contact our customer support team (info@mypharmacy.co.uk) who will be able to provide more detail to any concerns you may have.
Kind regards,
My Pharmacy
Hi Laura,
We sincerely apologize for the inconvenience you experienced. During the bank holiday, an error on our website caused some order numbers to be duplicated and mixed with others, and unfortunately, your order was one of those affected.
As soon as we identified and resolved the issue, your order was sent out immediately. Please note that your order was delivered within 6 days, not 10 days.
We appreciate your understanding and hope to serve you better in the future.
Kind regards,
My Pharmacy
Hi Katherine,
Thank you for the feedback. We appreciate the oppurtunity to address your concerns regarding the delivery of your order.
We would like to clarify that the process of inputting an address on My Pharmacy is a manual process and requires accurate information provided by the customer at the time of placing the order. It is the customer's responsibility to ensure that the correct address is entered to facilitate successfull delivery. Our system processess the information as it is provided and does not have the capability to verify or correct addresses.
Additionally, we have reviewed the interactions you had with our customer support team. We believe our team was very cooperative and made every effort to assist you promptly and effectively. Given this, we feel the review may not full relflect the level of service provided.
If you have any further questions or need assistance with placing future orders, please contact our customer support team. They are there to help and ensure you have a positive experience with My Pharmacy.
Kind regards,
My Pharmacy
“I ordered on Saturday and paid £8.99 for a special delivery ( sing parcel next day before 1pm ) and only received it on Tuesday next week.
It’s good that I received it on Tuesday, otherwise this parcel would have been sent back and I would have ever received it since I flew away on Wednesday. I was worried for two days”
Hi Jane,
We are closed over the weekend. Your shipping option also doesn't include Sunday deliveries, which is noted when choosing your desired shipping option.
Your order was dispatched the following Monday when we were back open and delivered the next day, Tuesday, before 1pm.
Kind regards,
My Pharmacy
“I did try to buy something from your pharmacy, but after trying many times, I could not get anywhere with the purchase. I kept putting in that I wanted Ibuprofen 400mg, as recommended by my Doctor, but when I tried to ho to checkout, it kept on asking me the same questions that I had just answered. Eventually I gVe up..”
Hi Pamela,
Thank you for the feedback.
We can see you eventually managed to place an order for your desired medication, which was sucessfully delivered using the postage option you chose.
The consultation is an important step to ensure that our customers are purchasing medication that is suitable for them. We understand that it can sometimes be unclear as to when the consultation is complete and the item can be added to your basket, particularly with P medicines. This feedback has been passed onto our web team for future improvements.
Kind regards,
My Pharmacy
“I have ordered 2 box of suppositories on Friday, have paid for the next day 1pm delivery paid an extra £8.99, and i have received my delivery on next week Tuesday.
If I know this, i would not pay an extra £8.99 i have just waste my money.”
Hi Hajnalka,
Your order was placed after 3pm, Friday, which is the cut off point for dispatching the same day. As we are closed over the weekend, your order was subsequently dispatched Monday, and delivered Tuesday.
Kind regards,
My Pharmacy
“Very disappointed…
I ordered from here as brand that was pictured was what I required but totally different brand arrived over a week after ordering them was told that they could not accept returns so now I am out of pocket
Alway read the fine print apparently”
Hi Sue
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. If no brand has been requested when ordering, we send out what we have in stock.
Kind regards,
My Pharmacy
“Sadly in my case, it was a question of premium prices for poor service. I paid a total of £43 because I needed to receive the item for the next day before going on holiday, choosing 24 hour tracked shipping. I placed the order 15 minutes before the 3pm cutoff, cutting it fine I admit (but why write it if you're not going to abide by it?)
I answered questions about existing health conditions etc, placed the order, and it sat there being 'approved by the prescribers' - only being sent out on Tuesday. I ordered it on Friday hoping to get it on Saturday.
The same item can be found elsewhere for less than £30, so I'm pretty annoyed and wouldn't use My Pharmacy again.”
Hi there,
Thank you for the feedback and apologies about the wait for your order. Our cut off times are communicated with the intention of being strictly adhered to, and it's clear we fell short in this case.
We understand your frustration of not receiving your item on time, especially after paying extra for 1st Class tracked shipping. This was an error in keeping track of our stock levels, and measures are being implemented to prevent such occurrences in the future.
Please be assured that the delay in processing your order was an unfortunate exception rather than a reflection of our usual standards. We hope to see your custom again in the future.
Kind regards,
My Pharmacy
