Hi Nathian,
Thank you for bringing this to our attention.
I've been made aware that you've already spoken to one of our customer support representatives and you've reached a conclusion you are happy with.
We are sorry that your original order did not reach you and was lost in transit with Royal Mail. We've been in contact with Royal Mail and have started the claim process. Once this process is complete, we can issue you a refund for your original order. Meanwhile, your replacement order has been approved by our prescribers and is currently awaiting dispatch.
If you have any further questions, please contact our customer support team (info@mypharmacy.co.uk) and we'll help you out as best we can.
Kind regards,
My Pharmacy
“Would not use again as product purchases were over twice the cost of buying from a high street shop. Only found out after a family member told me I had been ripped off.”
Hi Vadym,
Thank you for bringing this to our attention. We’re very sorry that you received the wrong product. We've reviewed your order and have now sent the correct product, which has been successfully delivered.
If you have any further issues or questions, please contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
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 before dispatch, we will happily accomodate and order in the brand that was requested.
Kind regards,
My Pharmacy
“I ordered a medicine , but I have not recieved it yet after 9 days. I have written mails and I was told to wait until the response comes from Royal Mail. It is extremely delayed.”
Hi there,
Thank you for bringing this to our attention. One of our support representatives have already contacted you regarding your address and that we have started the claim process with our courier. Once this process has been completed, your order can either be resent or a full refund will be issued, pending your choice.
Kind regards,
My Pharmacy
“Order refused for no valid reason. Given that it was accepted without issue from another (and trust me, this was not for anything special at all), the refusal therefore had little sense behind it but just created extra work for me, sadly for them it also shows that other pharmacies that are lower down the Google results can be cheaper too”
Hi there,
I've reviewed your account history and found no record of any orders being refused by our team. Could you double-check that this review is for the correct company? If you need further clarification, please reach out to our customer support team at info@mypharmacy.co.uk.
Kind regards,
My Pharmacy
“Paid extortionate extra cost for next day delivery.
Didn't recieve until following day
Would not refund or partially refund.
Just kept telling me to look at there T/C's
Would not use them again .”
Hi David,
Thank you taking the time to leave a review and provide feedback.
It appears that a delay occurred at one of DPD's sorting depots. Please know that we dispatched your order on the same day it was placed, and any delay was due to DPD, not our service. Once a parcel leaves our premises, delivery times are managed by the external courier, which is beyond our control.
Kind regards,
My Pharmacy
Hi Ndidiamaka,
Thank you for taking the time to leave a review.
Please contact our customer support team (info@mypharmacy.co.uk) and include your order number as reference, they'll take a look at this and try to resolve the issue.
Kind regards,
My Pharmacy
Hi John,
Are you certain you've posted this review to the correct company? I can see that you placed an order with us in February, however the order was not refused. It was completed and delivered successfully.
If you have any problems or queries, contact our customer support team (info@mypharmacy.co.uk) and they'll be happy to help.
Kind regards,
My Pharmacy
“You did not send my requested prescription, you said I couldn't have it because I do not have asthma! The product was an anti inflammatory nothing to do with asthma!”
Hi there,
I've taken a look at your order and there seems to have been a mix up. The original message was intended for another user relating to their asthma medication. A correction was made with another message sent to you explaining why the prescription had been rejected.
Apologies for any confusion caused by this. If you have any further questions or queries, please contact our customer support team (info@mypharmacy.co.uk) and they'll be happy to help.
Kind regards,
My Pharmacy
Hi Rachael,
Thank you for taking the time to leave a review and provide feedback regarding your recent order.
We understand your frustration and sincerely regret that your delivery experience did not meet expectations. You paid for next-day delivery and provided instructions to the courier, which where then not followed.
Please know that we did everything on our side to ensure your order was dispatched on time for next-day delivery. We take these matters seriously and will raise this with the courier to help prevent similar issues in the future.
Kind regards,
My Pharmacy
Hi Stephanie,
We are sorry to hear that your parcel did not arrive in adequate condition. Please can you contact our customer support team with the above image attached at info@mypharmacy.co.uk and a member of our team will be in touch.
Kind regards,
My Pharmacy
Hi Sharon,
Your order was refunded due to safety regulations we have surrounding certain medications. This includes the amount of medication being purchased and how long it has been since the previous order. We hope you understand our intentions to protect our customers from harm.
The refund was prompt and was issued the same day the order was placed, with an accompanying email explaining why a refund had been issued.
Kind regards,
My Pharmacy
Hi Isabella,
Thank you for your feedback, and we sincerely apologize for the delay in processing your order.
Taking a look at our order history, it looks like your order was placed on hold due to a website error. We’ve been updating our website recently, and this issue was likely caused during that time. We appreciate your patience and understanding as we work to ensure smoother service going forward. Please don’t hesitate to reach out if you have any further questions or concerns via our customer service team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Hi there,
Thank you for taking the time to leave a review.
The medication you purchased was deemed unsuitable due to an answer provided in our online consultation, and this decision was confirmed after further correspondance via email. We understand that the approval process can be frustrating sometimes, but our priority is always ensuring the medication purchased is suitable and safe for our patients.
If you have any further questions, please contact our customer support team at info@mypharmacy.co.uk.
Kind regards,
My Pharmacy
Hi there,
Thank you for taking the time to share your feedback with us.
Your order included a temperature-sensitive product that requires refrigeration. At My Pharmacy, we take extra care with such items by using insulated packaging and gel ice packs to help maintain the appropriate temperature during transit. The packaging is carefully sealed using an adhesive strip and reinforced with additional tape to ensure it remains secure.
While we take every precaution to protect your order, occasional damage during courier transit can occur, which is unfortunately beyond our control. Please rest assured that we’ve done everything possible to dispatch your order safely and securely.
Please contact our customer support team (info@mypharmacy.co.uk) if you have any further queries regarding your order.
Kind regards,
My Pharmacy
