Hi Heidi,
You placed two orders over a 10 day period. The first order was dispatched and delivered to you successfully via Royal Mail 21/03/2024, the following day after the order was placed. The second order you placed 10 days later has been refunded due to policy limitations. The medication you chose was the same as your previous order and can only be purchased once every 28 days.
Please contact our customer support team (info@mypharmacy.co.uk) if you dispute the claims of Royal Mail successfully delivering your first order.
Kind regards,
My Pharmacy
Hi Roberta,
We understand your concern regarding the shorter-than-expected use-by date and sincerely regret any dissapointment this has caused.
We would like to assure you that the products we receive, including the Piriton tablets, are expected to have a substantial shelf life. In this instance, we were only able to supply this medication from one supplier, which at the moment, all have a December expiry date.
Whilst we understand this is disappointing, they still have a 9 month period of use and are well within guidelines. We have also adjusted our website to reflect the expiry date on this product.
Kind regards,
My Pharmacy
“Where to begin, my second order with them. They sent me the wrong item, then they asked me for picture proof and then demanded I return the erroneous item before they would send my actual order that I had paid and waited a week for.
I have nothing better to do with my time than to go out and buy a printer, print out that label and then post it back to them.......and then wait again to receive what I actually ordered.
Or I could order from a different site (Travelpharm) and have what I actually wanted the very next working day. Have a guess what I ended up doing”
Hi there,
Apologies about the mix-up with your order and the frustration it has caused. Asking for proof and the return of the incorrect item before dispatching the correct one is standard procedure aimed at preventing further errors and fraud, but we acknowledge that this process can sometimes be burdensome for customers without a printer.
We're taking your feedback seriously and are looking into ways to streamline our verification and returns process to minimize the inconvenience for our customers.
Kind regards,
My Pharmacy
“Product dispatched promptly
Unfortunately the mail service told me it was delivered to my secure place , but it was not there.
So I am unable to leave a review as I have no product to review”
Hi Melanie,
Thank you for taking the time to share your feedback. We're glad to hear that your order was dispatched promptly, as we strive to ensure all orders are processed and sent out as quickly as possible.
However, we're sorry to hear about the delivery issue you've experienced. Once an order is dispatched from our premises, the responsibility for safe and accurate delivery shifts to the courier service. We understand how frustrating it can be to not receive your package as expected, especially when you've been informed it's been delivered to your secure place but isn't there.
Please contact our customer support team - info@mypharmacy.co.uk - and state your problem and order number as reference. We'll do our best to assist and resolve this as soon as possible.
Kind regards,
My Pharmacy
Hi Anita,
I've had a look at our email history and cannot find any correspondance from yourself or ourselves. Your most recent order with us also came to a total of £10.97 and not over £30.
Please can you clarify your details in an email to our customer support team and include your order number as reference - info@mypharmacy.co.uk
Kind regards,
My Pharmacy
Hi Chris,
The product you placed an order for are called Murine Dry & Tired Eye Drops and not Murine 8 Hour Relief. If you have not received the correct item, please send our customer support team an image of the item you received and your order number as reference the following email address - info@mypharmacy.co.uk - and they'll take a look at it for you.
Kind regards,
My Pharmacy
Hi Tejiri,
The Product you placed an order for, Aveeno Cream, has recently changed its packaging and may look different to previous Aveeno Cream you may have purchased in the past.
If you disagree with this, please send an image of the product you received to our customer support team - info@mypharmacy.co.uk - with your order number as reference.
Kind regards,
My Pharmacy
“I did not receive my order. I’ve tried to reach out through email and got no answer. Very poor customer service. Just terrible. Would not recommend to a single soul.”
Hi Raghda,
We understand your frustration and have made contact with DPD regarding your parcel. They are currently investigating what happened during delivery. We'll be in touch once their investigation is completed, please keep an eye out for contact from us via email.
Kind regards,
My Pharmacy
Hi Betty,
Apologies regarding your recent order. Please can you contact our customer support team via email - info@mypharmacy.co.uk - and include a photograph of the products and parcel you received, with your order number as reference.
Kind regards,
My Pharmacy
Hi Stephen,
I'm sorry to hear that your order did not contain the correct product. We strive to ensure that every customer receives exactly what they've ordered. Please accept our sincerest apologies for any inconvenience this may have caused you.
We would appreciate the opportunity to rectify this situation. Could you please reach out to our customer service team (info@mypharmacy.co.uk) with your order details? We'll do everything we can to make this right, whether that involves sending you the correct item or offering a different resolution that meets your satisfaction. Thank you for bringing this to our attention, and we look forward to resolving this issue for you promptly.
Kind regards,
My Pharmacy
Hi Joanne,
We are sorry to hear that your parcel hasn't turned up. Your order was dispatched the day after your order was placed via Royal Mail 2nd Class. Looking at your tracking information, it looks like Royal Mail may have lost your parcel during transit.
One of our customer service reps will be in touch with you regarding the next steps we can take via email.
Kind regards,
My Pharmacy
Hi Richard,
After Royal Mail attempted delivery twice, you requested your parcel to be dropped off at a collection point, which is either a Post Office branch or Royal Mail Customer Service Point.
If this wasn't you who requested this, please contact our customer support team with your order number as reference -
Email: info@mypharmacy.co.uk
Phone: 01254 882800
Kind regards,
My Pharmacy
Hi there,
Looking at your tracking information your parcel was delivered 03/01/2024. Please contact our customer support team if you did not receive this via email - info@mypharmacy.co.uk with your order number as reference.
Kind regards,
My Pharmacy
“Unfortunately I have not had a good experience with My Pharmacy. The product I ordered was delivered to the wrong address and though I have emailed you to ask for assistance, I have not heard anything back to my last email. I have now had to order my tablets from a different online pharmacy.”
Hi Rhiannon,
The parcel was dispatched to the address provided on checkout and royalmails tracking indicates it was delivered to the correct address.
As per your request we have asked to Royal Mail to investigate.
We are currently awaiting an answer from Royal Mails investigation results, which can take up to 30 days. However, they typically finish faster than this and we will provide you with an update once it has been completed.
Kind regards,
My Pharmacy
“Ordered paracetamol but was sent calpol which I could have purchased in any shop.
Filled in a message to say I wasn't happy but am still waiting for a response.”
Hi Lynne,
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
“I purchased Excilor nail fungus treatment recently. There was no liquid in the "pen". It was completely dry. I have emailed Mypharmacy but as yet, no reply. At £23 for this product, I am not happy, and I am considering going elsewhere. Since I wrote, I have bought a similar product from Tesco Pharmacy and this is working great. Refund please.”
Hi Ray,
One of my colleagues has informed me they have sent you a returns label for the faulty pen. Once the pen has been received on our end, we'll be able to issue a full refund for your order.
Kind regards,
My Pharmacy
Hi Raymond,
Looking at your order number, you selected the Royal Mail Second Class delivery option. This option has an estimated delivey time of 2-5 working days.
Looking at your tracking information your order was delivered within the timeframe provided above.
Please contact us via email - info@mypharmacy.co.uk - if this is not the case.
Kind regards,
My Pharmacy
Hi there,
Having a look at your order indicates you provided the wrong shipping address. The shipping address provided by the customer is automatically generated onto our postage labels. The customer is ultimately responsible for providing the correct shipping address upon ordering unless we have been contacted before dispatch that the address is wrong and needs changing.
We have since dispatched a replacement order and according to your tracking information, it has been successfully collected.
Kind regards,
My Pharmacy
Hi Louise,
Please take a look at your tracking information. Royal Mail have marked your parcel as delivered and have left a photograph of the delivery location.
I'll have the tracking link sent to your accounts email address.
If you have any further questions or queries, contact us via -
Phone: 01254 882800
Email: info@mypharmacy.co.uk
Kind regards,
My Pharmacy
