Hi Paul,
I've taken a look at your tracking information and your order is ready for delivery today. We aren't sure why there was a delay in delivery.
Royal Mail claim that the aim of their 1st Class post is 24 hours, but it is not guaranteed. We hope you understand that we dispatched your order the same day it was placed, and once it's in the couriers hands it's out of our control.
If you do not recieve your parcel today, please contact our customer support team and we'll elevate this issue further with Royal Mail.
Kind regards,
My Pharmacy
“You don't get what you order they send substitutes out and then try telling you the packaging has altered or been updated, I personally would never order from my pharmacy again. Do Not trust.”
Hi there,
Thank you for the feedback.
We apologize for the inconvenience you experienced with your recent order. It looks like there was miscommunication between our pharmacist and the customer support team, and a substitute was sent out when you had specifically requested no substitutes. We acknowledge that our pharmacist and customer support team should have been on the same page regarding your preference. This discrepancy was an oversight on our part, and we take full responsibility for the error. We are currently reviewing our internal communication processes to ensure this type of miscommunication does not occur in the future.
Regarding the product itself, we would like to provide some additional information. The original Clinitas Carbomer has been unavailable for an extended period of time. As a result, we made the decision to update our product page to reflect the availability of Clinitas Hydrate, which contains the same active ingredient as Clinitas Carbomer. Our intention was to offer you an alternative that could effectively address your needs.
We would like to offer you a full refund for your order. We believe this is the fairest course of action to rectify the situation. We will ensure that you are reimbursed for the entire amount paid for the order, including any applicable shipping charges. Please allow up to 5 working days for this to process into your account.
Once again, we deeply apologize for the inconvenience and frustration caused.
Kind regards,
My Pharmacy
“I ordered 1 item ( by rule I can't have more then 1 a delivery???)
after several try I managed to finish the order : £3.50 plus delivery ( I choose the cheapest)
The result is that I got 1 box with 4 bottles delivered by the postman and they took £ 11 plus £11 plus £ 3.50 from my bank account.
ALL IN ALL I PAID £ 25.50, MEANING THAT MY ORDER OF 1 ITEM HAS BEEN DOUBLED 4 TIMES AND I STILL DO NOT KNOW WHERE THE LAST £3.50 ARE COMING FROM.”
Hi Sylvia,
Your order history indicates you placed two orders. Each order contained 2 bottles of the medicine requested, meaning a total of 4 bottles were ordered.
You paid twice for shipping because you placed two separate orders. Upon noticing this, we refunded one of your postage charges on the day you placed the orders, and sent both orders out in a single box.
Kind regards,
My Pharmacy
“I found the product (Vit D 2000) and the price was a little over average. I paid for fastest delivery but delivery delayed and no refund. When product arrived it was 20,000 UI instead of 2,000 UI. Lucky I checked as you can OD on Vit D - not good for the body. I left message Saturday asking for my product and return label. I am still waiting for a response. I now have to order elsewhere as I'm out of meds. Not impressed so far obviously.”
“Price is competitive but other than that I am not happy. I have received wrong products. No refund or no exchang accepted . I guess what you pay what you get. Not recommend and will not return to my pharmacy”
Hi there,
Thank you for the feedback.
Looking at your order the medicine you ordered is generic.
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
Hi there,
Thank you for reaching out to us regarding the missing items from your recent order. We sincerely apologize for any inconvenience this may have caused, and we understand your frustration.
Please email us - info@mypharmacy.co.uk and describe what is missing from your order. Our customer support team will be able to provide further assistance.
Kind regards,
My Pharmacy
Hi Samuel,
Please check your tracking information. Royal Mail has left an image of your parcel in your selected safeplace.
If you need help finding your tracking information, please contact our customer support team via email - info@mypharmacy.co.uk
Kind regards,
My Pharmacy
Hi Zin,
Unfortunately, it looks like Royal Mail may have lost your parcel during transit. We are in the process of contacting Royal Mail to see what went wrong.
In the meantime, a full refund has been issued. Please allow up to 3-5 working days before this appears in account.
Kind regards,
My Pharmacy
Hi David,
Royal Mail has attempted to deliver your parcel but the address was inaccessible. This can be due to locked communal entrances, bad weather, health and safety issues or road closures. Royal Mail will hold on to the item until they are given instructions on what to do next.
Please see your tracking information and select the "update delivery options" button at the top. If you cannot find your tracking information, a link will be sent shortly to your email address.
Kind regards,
My Pharmacy
Hi Victoria,
It looks like DPD have attempted to deliver multiple times but they have had no answer, and it is now on its way back to us. Once the parcel has been confirmed back at our shop, we will be able to send it back out to you provided that you agree to pay for the cost of postage.
Kind regards,
My Pharmacy
Hi Adrian,
Unfortunately, it looks like Royal Mail has either lost your parcel or it has suffered a delay. We are in the process of contacting Royal Mail to see what has gone wrong and we will update you as soon as possible.
Kind regards,
My Pharmacy
Hi Patricia,
Looking at your tracking information, your parcel was delivered on Wednesday, 10th May.
Please contact our customer support team for further information -
Email - info@mypharmacy.co.uk
Phone: 01254 882800
Kind regards,
My Pharmacy
“Paid for next day delivery didn't arrive until next day
rang company small print let out once read small print I now know why in the main I deal with amazon”
Hi Alan,
Your order was dispatched the same day it was placed via DPD Next Day. Unfortunately, DPD did not deliver your parcel during their first delivery attempt. Your shipping address did not include the full name/number of your premises which caused a delay. It was returned to the depot and successfully delivered the following day.
Kind regards,
My Pharmacy
“Not impressed. Ordered a specific item and get sent an alternative brand, even though the brands are separate items online… (I ordered the exact one I wanted). No returns/refunds so stuck with something I won't use. Wont be using this company again”
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 CARE glycerin suppositories and was sent glycerol suppositories! Haven't the strength to return them. Think what I was sent may be a cheaper version than what I ordered 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.
Unfortunately, we did not receive any communication from you regarding a specific brand, so what generic stock we had was sent out.
Kind regards,
My Pharmacy
Hi Paul,
Looking at your tracking information your parcel was delivered on 22nd April and received by "Brown". If this wasn't you, please contact us and we'll get in touch with DPD -
Email: info@mypharmacy.co.uk
Phone: 01254 882800
Kind regards,
My Pharmacy
“Ordered eye drops for conjunctivitis well over a week ago and still not arrived. When I contacted was told would have to wait till 28th to raise a claim with royal mail. In the meantime my eye has got worse and i have had to order more drops through a different website. I will not use my pharmacy again.”
Hi Jacqueline,
Your order was dispatched the following working day via Royal Mail Tracked 24. Unfortunately, it looks like Royal Mail may have forgotten or lost your parcel during transit as there have been no tracking updates since it was initially dispatched. We hope you understand that this was through no fault of ours and we did everything we could on our end to get this parcel to you on time.
Royal Mail have been contacted regarding this, however a claim cannot be made until 7 days after the expected delivery date.
If your order has not been delivered by 28/04/2023, please contact us via email or over the phone so we can make a claim and start the refund process.
Kind regards,
My Pharmacy
“I have already expressed my issues with paying for next day delivery when at a weekend you can't get next day delivery but still happy to charge customers for that. The packaging of the item was ridiculous - a 10ml bottle in a package the size of a pillow.”
Dear Sean
As clearly stated on our website we are closed on the weekend. The DPD next day service as clearly stated states DPD next day (excluding weekends and holidays). Orders placed over the weekend are promptly dispatched on the next working day. As you placed your order on Sunday, your order was dispatched promptly on Monday and delivered Tuesday. For items that require temperature regulated transport, such as the one you requested) we use wool cool bags and ice packs. This is to ensure the product maintains a cool temperature during transit. The wool cool bags come in standard sizes and we use the smallest one available.
Kind regards
My Pharmacy Team
Hi Asghar,
We are still waiting for DPD to return your parcel to us. Once the parcel has been returned and examined, we will be in contact with you.
Kind regards,
My Pharmacy
“Unfortunately let down by their carrier, Royal Mail. Paid for 24hr tracked delivery but item did not arrive for three days.
I understand this is not the fault of my pharmacy however they have failed to respond in any way to my email complaint so I'm assuming from this that they don't really care.”
Hi there,
Apologies for the late response, we typically respond to emails promptly but it looks as though yours was missed.
We are sorry to hear about your experience with Royal Mail. Unfortunately, Royal Mail does not classify Tracked 24 or 1st Class as a guaranteed service. However, it seems that your parcel was delivered to the wrong sorting depot and rerouted once the error had been noticed. We hope you understand that your parcel would of more than likely reached you on time but for a Royal Mail error.
In regards to refunds and returns, we cannot allow medicines to be returned and refunded once they have left the pharmacy premises. Returned medicines are unable to be used and must be destroyed.
Kind regards,
My Pharmacy
