“The website needs to specify exactly their delivery details. Paid over the odds for next day delivery. £15 for carrier next day guaranteed) But goods didn’t arrive. Until the following day.”
Hi Kerry,
Your order was placed on the day before the most recent bank holiday and was shipped the same day it was placed. When selecting your shipping option during checkout there is text stating that next day delivery excludes holidays and weekends.
You were also warned via email soon after your order was placed, that due to the bank holidays your delivery time may be affected because of courier working hours.
Kind regards,
My Pharmacy
“Despite ordering a repeat description I've ordered multiple times in the past and despite uploading the same proof of identity my medication arrived a whole week late due to doctor's needing to validate my identity?
When you pay £7 for next day delivery you expect next day delivery!!!!”
Hi there,
For security reasons, your I.D. is deleted once your identity has been confirmed and the order has been dispatched. We have an automated ID screening process and any orders that require manual verification, are sent emails asking for I.D to be sent. Your order will automatically be placed on hold until your identity can be verified. We appreciate this is not ideal and apologize for any inconvenience.
Kind regards,
My Pharmacy Team
My Pharmacy
Hi Seamus,
Your initial order was lost due to a website error and was subsequently refunded.
Due to your second order containing specific medicines, our prescribers needed further information to determine whether this medicine was suitable for you or not. Unfortunately, it looks like you didn't respond to our prescribers' questions for three days, thus resulting in an initial delay. Once you had responded to the question, your order was dispatched promptly via Royal Mail Second Class, which is delivered within 2 to 5 working days.
Kind regards,
My Pharmacy
Hi Gwen,
All of our generic 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 Geoffrey,
Thank you for your feedback.
Due to stock shortages and price increases by wholesalers the cost of medication has skyrocketed.
Unfortunately, we have had no choice but to reflect this in our prices, however, we remain extremely competitive against similar services.
Kind regards,
My Pharmacy
Hi Abdullah,
You have purchased what is considered an 'over-the-counter' medication. Typically this type of medicine is not as strong as those only available via prescription.
Please speak to your doctor and explain to them that this medication isn't working as well as your previous prescription.
Kind regards,
My Pharmacy
Hi Louise,
Before purchasing this medication you were required to fill out a consultation form. The very first question in this consultation asks -
"You will or have read the patient information leaflet provided in the further information link and confirm the medication is suitable for you and will follow the manufacturer's instructions."
We provide a link to the patient information leaflet on the product page under the drop-down section named "Patient Information Leaflet".
This medication is also considered a food supplement which typically won't include a patient information leaflet in the packaging.
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 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 hope you understand that once the parcel has left the premises it is entirely in the couriers hands to deliver it in a timely manner and is not an indicator of our reliability. We did everything we could on our end , including dispatching your order the next working day, to make sure you got your medicine on time.
We can see from your tracking information that your parcel was received as of 31/12/2022.
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 your order didn't arrive on time. 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 or around 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 Rosamond,
Apologies for how slow it has taken for your parcel to reach you. Unfortunately your order was placed around the planned Royal Mail strike that ocurred on 24th, 25th, 30th November and December 1st. We dispatched your order the same day, but due to the strike it likely got caught in Royal Mails backlog.
We can see from your tracking information that you have now recieved your order.
A warning was placed prior to the strike at checkout that all orders placed on or around those dates would likely suffer delays in delivery, and the DPD option was recommended if the order was needed urgently.
Kind regards,
My Pharmacy
Dear David
Thank you for your feedback, due to stock shortages and price increases by wholesalers the cost of medication has sky rocketed. Unfortunately we have had no choice but to reflect this in our prices, however we still remain extremely competitive against similar services.
Kind regards
My Pharmacy Team
“Nobody else seems to require a passport picture. I wish I hadn't complied with this as they have not agreed to delete my picture upon my request to do so. I am uncomfortable with this. I don't know where my passport details may end up now and I would not do this again. I regret it.”
Hi,
We have an automated system in place that checks for identification. If the system check fails we ask our customers if they would like to provide an alternate form of identifcation, in your case a passport picture.
Once this has been sent and verified, the image is deleted and can no longer be accessed.
Kind regards,
My Pharmacy
“I thought the service of ordering my stuff was good but I paid for 24 hr delivery on th medicine I ordered and upto now I haven’t yet received my order and I think it’s disgusting that I paid £4.95p for 24 hr delivery and I haven’t yet received it and it was Friday morning when I ordered the medicine and if anyone who works for this company I would like the £4.95p refunding to my bank account please”
“Items sent required.cooling.infected eye drops.However. received in ordinary packing with no cooling gel to keep eye drops at a low
temperature. Disappointed . Will think twice before ordering from my pharmacy again.”
Hi Donald,
Sorry about this. I've had a look at the tracking images for your most recent order and can see your purchase wasn't correctly packaged according to the product packaging guidelines. I've followed this up with dispatch and confirmed this was a mistake. Steps have been put in place to make sure this doesn't happen again and the appropriate packaging is always used.
Kind regards,
My Pharmacy
