Hi there,
Thank you for the feedback.
We apologize if our requests for a review have felt excessive. Please feel free to ignore the request.
The system is automated for those who have made a purchase using our website, and we genuinely value hearing about our customers' experiences using our service. The vast majority of our customers also value the opportunity to be able to provide feedback.
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
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
