Hi Isobell,
Sorry about the confusion with your order. This was a mistake that listed the product variation as 'Child' instead of 'Paediatric'. This has now been changed and should not cause any confusion in the future.
Thank you for the feedback.
Kind regards,
My Pharmacy
Hi Sanjay,
Thank you for the feedback.
Our team is aware of some backend issues causing the slow speed/crashes you experienced and are hard at work trying to resolve them. In the meantime, thank you for your patience and we hope to have this issue resolved in the near future.
Kind regards,
My Pharmacy
“Product good and a good price - however I paid for next day delivery and it took four days to arrive. I let mypharmacy know and they basically didn't care, blaming the courier.”
Hi Helen,
Your order was placed on a Friday and the shipping that was chosen was "DPD Next Day Delivery". Unfortunately, this only includes weekdays, and excludes weekends and holidays as stated during checkout.
Orders that are urgent and required over the weekend have the option to choose "DPD Saturday and DPD Saturday 12pm" delivery options. This guarantees delivery on Saturday or before 12pm Saturday depending on the option selected.
Kind regards,
My Pharmacy
“The reason for the 3 star review is that as you can only purchase I tub of piraton you have to pay the delivery charge which increases the cost substantially, but there would be no delivery charge if I could purchase 2 tubs.”
Hi Jane,
In the case of the medicine you ordered and other medicines available on our site, strict guidelines dictate how much of a single medicine someone can order at once. Future purchases of these products are also reviewed by our prescribers to ensure they are within a suitable timeframe when previously purchased.
We hope you understand that these rules are for the safety and wellbeing of our customers.
Kind regards,
My Pharmacy
Hi Joanne,
Apologies about your order. Before and during the Christmas period, Royal Mail were taking industrial action. Due to these strikes and the Christmas period, DPD and other delivery services experienced extra workloads and delays.
Unfortunately your order was placed during this period and experienced delays.
We can see from your tracking information that your parcel was delivered as of 30/12/2022.
If this is not the case, please contact us via info@mypharmacy.co.uk and we will elevate this issue with DPD.
Kind regards,
My Pharmacy
Hi there,
Apologies about your order. Before and during the Christmas period, Royal Mail were taking industrial action. Due to these strikes, DPD and other delivery services experienced extra work loads and delays.
Unfortunately your order was placed during this period and experienced a delay.
We can see from your tracking information that your parcel has been received as of 03/01/2023 at your requested DPD pickup shop.
If this is not the case, please contact us via info@mypharmacy.co.uk and we will elevate this issue with DPD.
Kind regards,
My Pharmacy
“Hi,
I enquired to order 3 medications for my dog & sent copy of the prescription electronically with enquirer after about 4-5 messages back forth it was agreed they would supply them 1 asked to pay & I did then after about 5 days I asked why I have not received my order, I was told that they need a hard copy of the prescription from our vets & I had to send them the copy another week went by & they said it hadn’t been received & finally they sent it to me after 2 1/2 weeks of stupid ridicules issues.
My dog had no medication for over a week because of the way this was managed.
Really poor service putting dog health in jeopardy.
I won’t use them again.
Peter Edwards”
Hi Peter,
Apologies about the confusion. We require the original copy of a prescription in hand to complete orders such as yours due to strict pharmacy guidelines. We hope you understand that this is for the safety of both you and the prescriber.
Again, we can only apologise about the confusion when communicating through email. We hope that this doesn't dissuade you from ordering from us in the future.
Kind regards,
My Pharmacy
“Ordering was fairly easy although wasn’t happy to
supply GP information etc that was the point of
ordering on line .. and delivery was a
problem as the medication couldn’t be left in a
safe place or with a neighbour had to change my plans and wait in .. so won’t be ordering again.”
Hi Maureen,
GP information for most of our products online is optional. However, some medications such as the one you purchased require further verification before it can be approved. We understand this can be frustrating, but ultimately it's for the safety of the patient and prescriber.
As for leaving your parcel with a neighbour or safe place, we advise that you leave this information in your order notes when placing the order instead of relying on contacting DPD and changing it afterward.
Kind regards,
My Pharmacy
“I paid a premium £7.99 for next day delivery and my order was STILL NOT delivered the next day. Marred my customer experience. It’s a thumbs down for me.”
Hi Zaynab,
It appears that your order was placed during closed hours and was dispatched from the premises the next working day. According to your tracking history, you requested that the parcel be sent to a local pickup location, which likely caused a delay in delivery.
As far as we are concerned, once the parcel has left our premises, it is entirely DPDs responsibility to fulfill the delivery option that was selected.
Kind regards,
My Pharmacy
Hi Siobhan,
Our product pages for generic products contain a disclaimer that the brand you receive may not be the one on display in the image, and if you'd like a specific brand, contact us and we'll happily accommodate and order it for you via our suppliers.
Kind regards,
My Pharmacy
Hi Diana,
Unfortunately your order was placed during the planned Royal Mail strike that ocurred on 24th, 25th, 30th November and December 1st. We dispatched your order the same day it was placed, but due to the strike it likely got caught in Royal Mails backlog.
A warning was placed prior to the strike at checkout that all orders placed on those dates would likely suffer delays in delivery, and the DPD option was recommended if the order was needed urgently.
Kind regards,
My Pharmacy
Hi Ali,
Thank you for the feedback. We are continually looking at ways to improve user experience on the site. Please relay any feedback and specific pain points to us directly via email - info@mypharmacy.co.uk
Kind regards,
My Pharmacy
Hi David,
Apologies about the speed of the site. It may have been due to a high spike in traffic or thanks to some updates in the background. We are looking into this and are continuosuly looking for ways to make the site feel faster and snappier.
Kind regards,
My Pharmacy
Hi Martin,
Regarding your first order, we needed further information about why you required the products you ordered, hence the delay. Our prescribers sometimes need further information to make an informed decision in regards to safety.
The following two orders you placed have shown up as failed payments due to 3D Secure. Your bank should display this as a pending payment and money should not have been taken. The money should be available to you again once your bank has released it. This can take up to 5 working days.
Please contact us if you require any further assistance.
Kind regards,
My Pharmacy
“The medication was late, and by the time it arrived, I was over the worst and didn't need it.
Also one of the items has a very short expiry date, so I can't even keep it for the next cold or cough.”
Hi,
Nice to hear you're feeling better.
The date you placed your order was unfortunately during a scheduled Royal Mail strike. A warning was issued during checkout that any orders during this period would likely be delayed.
As for the short expiry date on one your items, we can only apologise. This shouldn't have gotten past our check procedure and our website will typically warn customers about expiry dates before checkout.
“I never received my order. In fairness it was because Royal Mail falsely claimed to have delivered the package when in fact it was not, but nevertheless, a company is responsible for who it uses to deliver its products. I was refunded however so although it was an unsatisfactory transaction, My Pharmacy have been reasonable and helpful throughout.”
“Arrived 2 days later than expected after initial delays and after being notified that I would receive delivery on a certain day. No further notification, not impressed!”
“It was all going fine. I got my birth control pills. And then a week or so later I got a phone call from my gp about it. After I told my pharmacy not to contact my gp.”
