“Money was taken for order then I received an email telling me the order was paused and there was a note.on my account. There was a couple of questions relating to my responses when requesting medication but no indication on how to reply. I tried sending 2 messages on the chat facility and replying to the email. I had ordered two items and needed one more urgently so in my email requested that this was sent and they refunded me for the item that they needed me to answer more questions about. I then received 5 separate emails! I did get a refund but also got information about the medication they didn't send and no explanation as to why they couldn't send it. I still dont know how to reply to a note on my order!”
Hi there,
Thank you for taking the time to leave a review and share your feedback.
I've reviewed your order and it appears there was a lack of communication on our part regarding the reason for the rejection of part of your order. I sincerely apologise for this oversight, we always aim to clearly explain to our patients why a medication has been rejected and refunded.
For any future purchases that require a response, simply reply directly to the original email you received. This will ensure your message reaches us promptly, and there's no need to start a separate email chain.
Kind regards,
My Pharmacy
Hi Jayne,
Your most recent order with us was refunded because we can only supply one box of the medication you ordered every 28 days. You had previously ordered a box 5 days before the one that was refunded. An email explanation was sent, as well as a refund notification.
If you have any questions regarding the refund or the cancellation of your order, please contact our customer support team (info@mypharmacy.co.uk) and we should reply as soon as possible.
Kind regards,
My Pharmacy
Hi Les,
Thank you for leaving a review and providing feedback.
Please could you email our customer support team (info@mypharmacy.co.uk) and explain in further detail what the problem you are facing is? Looking at your account, you've only placed a single order with us for one item and we don't have any email correspondence with yourself, so we aren't sure what your review is referring to.
Kind regards,
My Pharmacy
“Ordered and paid for 5 boxes of Replens but only 4 arrived. The packing box they arrived in comfortably accomodated 4 boxes but too small for 5. I had to write and ask for the remains of my order which duly arrived 2 days later but still over a week after the first shipment. No advice given at time of initial arrival that the order still had more to come.”
Hi Christopher,
Thank you for bringing this to our attention. After reviewing your order, it appears that it was not fully picked and the wrong quanitity was sent.
We would not have contacted you earlier as this was a picking error and would not have been noticed if not for your email explaining the issue. In the case of stock issues, we usually contact the customer by email to confirm whether they'd like the available quantity dispatched right away, with the remaining items sent once they are back in stock.
Thank you again for reaching out and providing proof of the missing item. We're very sorry this occurred and hope we were able to resolve the issue promptly.
Kind regards,
My Pharmacy
“Waited ten days for my order i had to send email asking where it was quoted the order number.
You replied saying there was a delay it turned up two days later.
So i got them in the end.”
Hi David,
Thank you for taking the time to leave a review and provide feedback.
I've reviewed your order and, unfortunately, it appears it was not forwarded to dispatch after ID was provided. We sincerely apologize for the resulting delay and have taken steps to prevent this from happening again with your future orders or those of other customers.
If you have any further queries, please contact our customer support team (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Hi Nji,
Thank you for taking the time to leave a review.
We sincerely apologise for missing your emails about your refund, and we agree that our response should have been quicker - that’s not the standard of service we strive to deliver. Delays in communication can be extremely frustrating and your patience is appreciated.
If you have any other questions about your refund, please contact our support team (info@mypharmacy.co.uk) and we'll get back to you as soon as possible.
Kind regards,
My Pharmacy
Hi Elisa,
Thank you for taking the time to leave a review and provide feeedback.
We're sorry to hear that you think our shipping options are too high. We offer our customers a wide arrange of different shipping options with different price points to choose from. We strive to be as competitively priced as possible, whilst also ensuring reliability and timely delivery.
I'll pass your feedback along to the team responsible for pricing.
If you have any questions or queries about our available shipping options, please don't hesitate to contact your customer support team via email (info@mypharmacy.co.uk), they're happy to help.
Kind regards,
My Pharmacy
“Thorough checks re issuing non prescription medication ( mebeverine ) but therefore took some time to arrive when I really needed it more quickly as in middle of bad ibs attack.”
Hi Sally,
Thank you for taking the time to leave a review and provide feedback.
We understand how frustrating it can be to wait, especially when you're experiencing discomfort. The checks we have in place are designed to ensure customer safety and help reduce the risk of fraud. While this sometimes may cause a delay, they are essential to making sure that medications are used by the correct person, properly and responsibly.
We appreciate your patience and hope you're feeling better soon. If you need anything else, please don't hesitate contacting us via email at info@mypharmacy.co.uk.
Kind regards,
My Pharmacy
“Experience was not the best. My delivery was delayed by around a week, and I still had to pay the full delivery amount, which was special next day delivery guaranteed. The post office rejected the parcel, and sent it back, emailed MyPharmacy and some replies took a couple days.”
Hi Rosalie,
Thank you for the review and providing feedback on the product you purchased.
The Newfoundland test you purchased should include two sterile lancets. These lancets are used to prick the end of your fingeretip to draw blood.
If for some reason your purchase did not include the advertised 2x sterile lancets, please contact our customer support team (info@mypharmacy.co.uk) with your order number as reference.
Kind regards,
My Pharmacy
“The process of ordering some dental gel was overcomplicated and the poistal charges were exorbitant. I received emails informing me that my purchase was under review. I don't think I will use this service again.”
Hi June,
Thank you for taking the time to leave a review and provide feedback.
The product you purchased is a fridge item. This means it must be kept at a certain temperature or the medication can be damaged. Due to this, we ship fridge items with specific packaging that contains a special gel to keep the contents cool during transit.
As you can imagine, this type of packaging incurs an extra cost and is factored into the prices you see for these products.
Kind regards,
My Pharmacy
“Took a little longer to get to me than anticipated. I tried cancelling as after a few of days, noticed it still hadn’t been dispatched so bought elsewhere. I was told they couldn’t cancel even though it wasn’t dispatched.
The customer service was quick to reply but unfortunately the medicine itself takes longer than the 2-3 days expected.”
Hi Jacqueline,
Thank you for the feedback.
We acknowledge your frustration regarding our identity verification process. However, this system is essential for preventing fraud and ensuring the security of both our customers and our organization.
Regarding the delivery times, this can vary depending on the shipping option chosen. For your order, you opted to choose our slowest, which can take 2-5 days. Taking a look at your tracking information, it was delivered successfully within that timeframe, 3 days from dispatch. We have other shipping options available that expedite the delivery if the items are needed as soon as possible.
We look forward to serving you again in the future. Thank you for choosing us.
Kind regards,
My Pharmacy
Hi there,
Thank you for the feedback.
The text you have referenced is only to advertise that we have next day delivery available during opening hours. Our opening hours are displayed on our contact us page as follows: 9am-5pm Monday to Friday.
During checkout, you are also given further information about the different shipping options available. Your order was placed over the weekend, Saturday. The shipping option chosen for your order displays that it excludes Sundays and Holidays making next day delivery impossible, even if we were open Saturday.
Kind regards,
My Pharmacy
Hi there,
We would like to clarify that your order was placed at 8:50 PM, which is outside our business hours. As noted on our product pages and during the shipping option selection process, our order cut-off point for same-day dispatch is 3 PM. Orders placed after this time are processed the following business day.
Once our team opened in the morning, your order was promptly approved and dispatched the same day.
Can you please provide feedback as to why you thought that the order would be approved during the night and shipped out overnight to our email address (info@mypharmacy.co.uk).
Kind regards,
My Pharmacy
Hi Mohamad,
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.
Kind regards,
My Pharmacy
Hi there,
Thank you for the review and feedback.
We are closed over weekends. Orders placed over the weekend won't be dispatched until the following Monday/Tuesday.
You can check the status of your order by logging in, going to your account and clicking on the order tab. You are also notified by email when a shipping label has been created for your order.
Kind regards,
My Pharmacy
