Hi Lynne,
Thank you for the feedback.
We dispatched your order on the same day it was placed. However, there had been unexpected delays with Royal Mail, which regrettably is beyond our control. According to your tracking information, the order was delayed for 7 days before being successfully delivered.
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 Rebecca,
Please contact our customer support team at info@mypharmacy.co.uk or gives us a call (01254 882800) so we can promptly investigate the situation.
Kind regards,
My Pharmacy
“I tried to cancel my order (no longer required, as prescribed something different by GP) before it had been dispatched, but my pharmacy would not cancel it - I was told that it does say in the small print….. not very helpful”
Hi Judith,
Unfortunately your order was already picked, packed and dispatched by the time you had made us aware that you wanted to cancel. This process happens quickly to ensure our customers receive their medications promptly. This is particularly the case on Mondays after being closed over the weekend, we have a backlog of orders that need to be processed as soon as possible.
Kind regards,
My Pharmacy
Hi Patrick,
The required quantity of tablets for travel is clearly indicated multiple times on the product page prior to placing an order. You will need a total of nine tablets plus an additional tablet for each day of your holiday.
In your specific case, you ordered 10 tablets, whereas you should have ordered 16 tablets for the duration of your stay.
As previously communicated via email with one of our colleagues, you will need to place an additional order for the remaining six tablets. These cannot be provided free of charge.
Kind regards,
My Pharmacy
Hi Tom,
Thank you for sharing your feedback. We are sorry to hear that you are unhappy with the postage costs. We strive to provide a fair pricing structure, including our shipping fees.
Unfortunately, our couriers have increased their overall pricing within the last year and we've had no choice but to increase the cost of our shipping options. We've tried our best to keep them down and not pass it onto our customers.
Kind regards,
My Pharmacy
“Nothing wrong with the service but the product Lecicarbon didn’t work for me at all . £20 including postage for 10 suppositories. Absolute waste of money”
Hi Judith,
We're sorry to hear that the medication you purchased did not end up helping you. While we strive to offer products that are effective for a wide range of customers, please recognize that individual responses to medications can vary.
Feel free to reach out to our customer support team (info@mypharmacy.co.uk) who can help you look for an alternative.
Kind regards,
My Pharmacy
Dear Saeed
Thank you for taking the time to share your feedback with us. We're sorry to hear that our pricing did not meet your expectations.
Currently, we are one of the lower-priced options for the product you ordered, and it would be challenging to find it priced lower elsewhere. We always try to keep our prices competitive to ensure our customers receive the best value.
The product you requested is a prescription a prescription product that requires a doctor or other qualified professionl prescriber to provide a prescription after reviewing your consultation notes. This ensures the product is safe and appropriate to use for you. This with all the other costs a business encounters is reflected in the price.
Kind regards
My Pharmacy Team
“Sent one I ordered and five of another brand .wife very allergic can not use the other five ingredients not compatable phoned would not refund or replace with ones I ordred”
Hi Rosalie,
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.
Kind regards,
My Pharmacy
Hi there,
We are closed over the weekend and your order was placed on 01/06/2024, Saturday. Any orders placed over the weekend will not be approved and dispatched until the following Monday.
Taking a look at your order, it was approved and dispatched the same day 03/06/2024, Monday, and successfully delivered 2 days later, 05/06/2024.
Kind regards,
My Pharmacy
“The items I received were called the same but the brand was different. The list of ingredients were different. Therefore not as described. The company refused to refund me so I would not shop with them again. The aqueous cream in the picture was not what I received.”
Hi Karen,
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.
Kind regards,
My Pharmacy
“You have a cheek to ask me to pay the shipping fee when you have lost my parcel. I will never be buying from you again and I will make sure this is on a video and put all over my YouTube channels and Facebook. Tick-tock. Every social page I own. I WANT MY PRODUCTS NOW. SO COVER THE SHIPPING COSTS NOW !”
Hi Jamie,
Thank you for informing us that you haven't received your parcel yet. I have taken a look at your tracking information and it looks like your parcel has been in Royal Mails sorting circulation for the past couple of days. Please give it until the end of the week and if it still hasn't been delivered we can start an investigation with Royal Mail.
Contact our customer support team via email with your order number as reference (info@mypharmacy.co.uk) or give us a call - 01254 882800 if delivery isn't successful by 24/05/2024.
Kind regards,
My Pharmacy
Hi Dereck,
Thank you for alerting us to this. One of my colleagues will be emailing you shortly to see what we can do about your missing order. I understand this is the second time your parcel has gone missing due to Royal Mail. Please keep an eye on your emails for further correspondence. We hope to get this resolved for you ASAP.
Kind regards,
My Pharmacy
“I regularly use 400mg ibuprofen for pain in my shoulders. The pills I purchased from my pharmacy were useless. The pain was far worse and only started getting better when I purchased some from a reputable source”
Hi there,
Thank you for your feedback regarding the Ibuprofen 400mg you recently purchased from us.
We want to assure you that all of our medications are supplied by reputable UK pharmaceutical wholesalers, and the Ibuprofen we provide is no different from what you would purchase from other reputable sources.
It is possible that individual responses to medication can vary, and factors such as timing, dosage, and other health conditions can influence its effectiveness.
If you have any concerns about the quality of the product, please do not hesitate to contact our customer service team. We would be happy to assist you further and address any specific issues you might have encountered.
Kind regards,
My Pharmacy
“When the package arrived it has been packed badly to try point the packaging was all scrunched and bent and the packaging inside was all bent out of shape the tablets were all crushed into powder had the through the whole lot away”
Hi there,
Thank you for providing feedback and the images you sent to us via email of the state of your package was received in.
Please be assured that we take great care in packaging our products, and all parcels leave our premises well packaged. It is concerning to hear that your package was scrunched, bent, and the contents damaged.
We have begun an investigation with Royal Mail as to why your order was delivered in the condition it was in. Meanwhile, whilst we wait for the conclusion of this investigation, we have sent out a replacement which should be with you soon.
If you have any further questions or concerns, please do not hesitate to contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
“Emergency contraception ordered for delivery on last possible day to take. Paid extra for guaranteed next day delivery, and never arrived on time (told by pharmacy parcel had be lost)
For something so serious, I am extremely disappointed and furious. Would absolutely not recommend!”
Hi Rebecca,
Thank you for sharing your feedback. We truly understand the urgency of your situation and your disappointment that the emergency contraception did not arrive as scheduled. We want to assure you that your order was dispatched on time from our pharmacy, with all necessary measures taken to ensure its delivery on the following day.
Unfortunately, after leaving our premises, the parcel was lost due to issues with Royal Mail, which is beyond our control. We deeply regret the inconvenience this has caused you and understand the critical nature of your order. We have issued a full refund for the original order as well as the postage upgrade you paid for.
Kind regards,
My Pharmacy
Hi there,
We're sorry to hear that you have not received your parcel. I've taken a look at your account and can confirm it was dispatched. Your tracking information states that it was succesffully delivered 24/04/2024, however the image of the delivery is unavailable.
Please contact our customer support team (info@mypharmacy.co.uk) with your order number as reference and they'll be able to escalate this with Royal Mail and provide further detail.
Kind regards,
My Pharmacy
“Your info was incorrect, he info you got wrong on your site was dangerous and even more dangerous as the dose for children was incorrect. I had to buy a 2nd product from a better company won't be using yours again”
Hi Daniel,
Thank you for the review and feedback.
Looking at your order, the product you purchased was the adult variation. The dosage instructions located on the product page are also for the adult version and is clearly labelled as so. There are no dosage instructions for a child or the child variation located on the page.
We also want to emphasize that both the packaging and the patient information leaflet explicitly state that the product is intended for adult use.
Kind regards,
My Pharmacy
Hi Nelson,
Thank you for review.
Originally your order was delayed due to our wholesalers having issues with transferring stock from there warehouses for distribution. We made you aware of this and asked if you would like to wait for stock to arrive or if a full refund would be preferred.
We received no answer back, thus your order was sent out when stock arrived the following day.
Looking at your tracking information, DPD had tried to deliver your parcel on two different occassions but there was no answer. You then requested that your parcel be sent to a DPD Pickup Shop. The parcel was then retrieved by yourself with a return to consignor requested. Your order has now been received back at the shop.
Please contact our customer support team for further information on what we can do next - info@mypharmacy.co.uk
Kind regards,
My Pharmacy
“I ordered Eye Dew eyedrops and this arrived! It’s not even similar in packaging. This is downright fraud! I ordered Eye Dew eye drops and paid more for the P&P than the drops!! When they arrived, they were NOT Eyedew but a thing by Optrex called “dazzling eyedrops” a poor facsimile of Eyedew Eyedrops. The whole experience was shoddy and sloppy.
Plus I ended up paying twice the amount I would’ve paid in a normal pharmacy. Really poor customer service!! And I’d like a refund?”
Hi Maureen,
Thank you for your review and feedback.
I sincerely apologize for the confusion and inconvenience caused by receiving the incorrect product. We genuinley believed that the product we sent out to you were simply rebranded when they returned to stock after a long time being unavailable. However, upon your email and further inspection, it was revealed that this was a different formulation, and we regret the oversight.
Please accept our apologies for this error. We have issued you a full refund which should be processed by your bank within 5 business days.
Kind regards,
My Pharmacy
“Cost of medicine was around 8 pound but I paid 12 pound for delivery so that I can collect it at my door but the driver didn't even call me n relieved at nearest center. It was very horrible experience for me ..as I had to go to collect the medicine. They should have refund my satisfactory amount as the medicine was not delivered at my door step”
Hi there,
Taking a look at your tracking information, DPD attempted delivery on the day but there was no answer and your parcel was redirected to a local pickup point. If you don't think you will be available for delivery, please add a note during checkout that you'd like it left in a desginated safe space.
Kind regards,
My Pharmacy
