“I ordered medication to help me sleep which can only be ordered over the counter by a pharmacist. My medication did not arrive and I have photo evidence that it was delivered to a different house who was a different house number. I have sent several emails to My Pharmacy, I had 1 response asking my address who confirmed and sent the photo which dpd sent me of the house it was sent to. I want a refund but I am being ignored. Not only did I have to go out and repurchase my product, someone else has my medication. This is so unprofessional. If a refund is not processed in the next 24 hours I will be reporting you to trading standards”
Hi Jodie,
I've taken a look at your order and it looks like you provided the wrong information in your shipping address.
Initially your order held up due to a delay at your local DPD soring depot. This was the case for all of our DPD orders sent out that day, likely due to the weather conditions. However, once the delay was sorted and your order was delivered, we received an email from yourself saying that it had been delivered to the wrong address.
In a reply to your email we asked you to confirm your address and you provided a different post code to the one you entered for your order. It is the customers responsiblity to provide the correct address, and it is not My Pharmacy or the couriers fault for delivering it to the provided address.
Once your order is placed, you have accepted the My Pharmacy terms and conditions as well as the chosen couriers terms and conditions. My Pharmacy terms and conditions explicity state how important it is to provide a correct address. Incorrect addresses can be ammended if the customer contacts us prior to dispatch and notifies us of an error.
No correspondence was received prior to disptach so we had no way of knowing the address was incorrect and that your order may arrive with a different recipient.
We hope you understand we did everything we could on our side to get your order to you as timely and effectively as possible.
Kind regards,
My Pharmacy
“I ordered 400 carepoint needles, but my dog had to be put down the same day they i got them so I did use them.. I asked if could get refund you said no,they are still sealed in the parcel that they came they in never even opened it is still as it was sent to me, I thought this discuting...so I hope you print this review.and you can use my name Brian Canfield”
Hi Brian,
First, please accept our deepest condolences for the loss of your beloved dog. We understand how difficult it is to lose a pet who is a cherished part of the family.
Regarding your request for a refund, it's important to note that, due to strict health and safety regulations, once a medication or medical product leaves our premises, even if it remains unopened, we are unable to accept returns or resell it. This policy is in place to ensure the safety and well-being of all our customers, as we cannot verify the condition of returned items.
Kind regards,
My Pharmacy
“Received the wrong item even though I painstakingly took care to make sure I had purchased the item I wanted. Notably the two different kinds of medication had very different colour packaging. One can only assume any pictures on this site are for entertainment purposes only. Avoid this company if you want to get what you asked 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. We received no request from yourself and what brand we had in stock at the time of your order was sent out.
Kind regards,
My Pharmacy
Hi Mark,
If you have not received your order and more than five business days have passed since it was dispatched, please contact our customer support team via email at info@mypharmacy.co.uk, and include your order number.
Our team will respond promptly and work to resolve the issue as quickly as possible.
Kind regards,
My Pharmacy
Hi there,
We are always looking to improve our service and one of the ways of doing that is asking for feedback from our customers. We apologise if the request for a review felt intrusive or bothersome.
If you would no longer like to receive emails such as a review request, please click the 'unsubscribe' link at the bottom of the email you receieved. This will remove you from our mailing list and any future promotional emails.
Kind regards,
My Pharmacy
“Absolutely terrible customer service. A problem occurred when my order was late being delivered due to a problem with royal mail. Eventually MyPharmacy blamed it on me not inputting my address correctly and claimed the order had been returned to them because of this, and I would receive no refund due to the items needing to be discarded being medical, or pay £3.99 to have it redelivered. In fact, royal mail tracking showed the item had been delivered but it was sent to the wrong house, which often happens as we live slightly off the beaten track. Usually I find the parcels with my neighbours but this time didn't recognise the house in the delivery photo. In this instance the company bought from would usually help resolve the issue, but my pharmacy literally said 'it's out of our hands', fair enough some might say, but then preceeded to lie about the order being returned to them because the address was wrong which was my responsibility. The address was correct. I never usually leave reviews but with loads of pharmacies you can order from online i'd steer clear of this one - if anything goes wrong they won't help you, and instead will blame you. This issue is still ongoing and there has been silence since I sent evidence of the parcels delivery to the wrong address.”
Hi there,
Thank you for leaving a review.
As per our email conversations, your order was not delivered to another house. It was returned to us, as Royal Mail could not successfully deliver it to the correct address. The picture shown on your tracking information is the front of our shop. The address you provided was NOT correct, as you admitted to in your email reply.
It is the customers responsibility to input the correct address when placing an order. If an error is noticed before dispatch, customers can make us aware via email and it can be changed. We did not receive any correspondence from yourself regarding an incorrect shipping address, thus it was sent out with an incorrect post code.
Royal Mail requires all of the shipping information to be correct as both the post code and address work together to ensure that it is delivered to the correct address. If this is not provided, it is returned to the original sender.
Your order is now back at our shop, and we are awaiting your response to our most recent email.
Kind regards,
My Pharmacy
“This shower sent me product that is used only intermittently with only four months left on the use-by-date - two to three years would be more like it. My request for rectification was met with weasel words and contempt. I wouldn't trust this lot as far as I could throw them. AVOID!
Dr Steve Parrott”
Hi Steve,
At My Pharmacy, we conduct regular and thorough stock rotation checks to ensure that all medications provided to our patients have appropriate expiry dates. We guarantee that each medication has a minimum of a 3-month shelf life before it leaves our pharmacy, unless stated otherwise on the product page.
For Waxsol, the product you purchased, the Patient Information Leaflet advises that it should be discarded 4 weeks after opening, as it is not suitable for use beyond that period.
If you have any other concerns or queries, please contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Dear Peter
The tracking information shows the parcel was dispatched and delivered when within the time frame stated.
We also do not seem to have received any emails from you.
Please contact our customer services teams on info@mypharmacy.co.uk or telephone 01254 882800 if you need any further assistance.
Also please amend your review rating if your issue has been resolved.
Kind regards
My Pharmacy Team
Hi Marcos,
Your order was dispatched July 22nd via Royal Mail Special Delivery. Since then Royal Mail have attempted to deliver it twice with no answer. As a result, Royal Mail will no longer attempt delivery unless redelivery is booked through their app or online using your tracking link. You can also choose to collect your parcel from your local collection point.
If you have any further questions or concerns, please contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
“Edited as initally gave the wrong dates:
I bought maleria tablets, but the product information on the website was inaccurate and stated that I needed to start taking the pills a week before I left on holiday.
Once they arrived this crucial information on the box was that in fact I needed to start taking the pills TEN days before, I was leaving too soon to commence the course of pills and so they were useless and I had to go and buy another brand. A total waste of money.
The website was entirely misleading and gave dangerously inaccurate information”
Dear jessica
Thankyou for the feedback.
The information on the website is correct, as a minimum the tablets need to be taken 7 days before travel and this provides full protection. However due to the potential side effects of this medication it can be taken 10 days before travel to ensure it is well tolerated.
If you have never taken mefloquine before, it can be taken two to three weeks before departure to detect in advance if you are likely to develop side effects to the drug. This will allow time for an alternative drug to be prescribed if necessary.
However we acknowledge the information on the site could have been clearer and we have since rectified this.
Apologies the information was not clearer and please note we are always contactable via email or phone if any further adive or information is required.
kind rergards
My pharmacy team.
“I tried to order sleeping pills but my order was cancelled bc of 7 tablets/month of another sleeping pills prescribed by my gp. I was disappointed and asked to delete my account but received an email that my order was dispatched.I was happy first but when I received it, it was a lung inhaler medication... and I don't have any issues with my lungs. Please delete my account.”
Hi Julia,
Thank you for taking the time to leave your feedback.
For safety reasons its not advisable to take two types of sleeping tablets, hence why your order was refunded. I can confirm that your order was fully refunded and you should have received an email to confirm this.
Our customer services will be in touch soon.
Thank you for your understanding and cooperation.
Kind regards,
My Pharmacy
Hi Abdelaziz,
Thank you for bringing this to our attention. According to your tracking information, you had requested your order to be dropped off at a collection point. We have checked the tracking information, and it confirms that your order has now been successfully collected.
Please contact us via email (info@mypharmacy.co.uk) or over the phone (01254 882800) if you have any further problems.
Kind regards,
My Pharmacy
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
