Name: The Independent Pharmacy
Address: Unit 19 - 20 Bonville Business Centre, Dixon Road, Brislington, Dixon Road, Bristol, Bristol
Rating: 4.87

“You changed my order and never informed me, i ordered soluble solphadeine you changed it to tablets”

Helpful Report

Posted 9 months ago

Dear Mr Young Thank you for getting in touch We love to hear from all of our patients as this helps us know how we can improve the service that we offer, especially as this is your first order with us. Our website is designed to give each patient complete control over their own medication requests, as you are able to select your treatment and add this to your basket. After checking your account I can see that you ordered the Solpadeine Max Tablets on the 21st July, which was confirmed at the checkout process, along with a follow-up confirmation email of the same. From the notes on your account, I am unable to trace any change to your order and wanted to reassure you that we would have contacted you prior to making any amendments. I can see that our support team have been in contact with you and provided some further advice

Posted 9 months ago

“The Independent Pharmacy as a company is great to the extent that it is easy to get prescription only products and delivery is fast but some products are useless. Rhinolast nasal spray advertised for hay fever does nothing, in fact, it only causes lots of mucus and irritation, making the situation worse. I don't know why the manufacturer even bothers to produce something like this, and equally amazed by other reviews which say it works. I doubt that these reviews are genuine as it not only doesn't work but makes your hay fever worse. My Rhinolast is going in the bin now, it's a complete waste of money!”

Helpful Report

Posted 10 months ago

Hi Marina Thank you for leaving a review of your experience with us. It is lovely to hear from you, especially as this is your first order. I am thrilled to hear that we have been able to provide your item quickly and efficiently, but sorry to hear that it hasn't quite been able to ease your symptoms as effectively as hoped. Normally Rhinolast is particularly popular, especially during the hay fever season, scoring 4.76 out of 5 from our patient reviews. Rhinolast is available to treat allergic rhinitis which occurs as a result of a hypersensitive immune system. When an allergen enters the nose, the immune system attacks it, mistaking the allergen for something more serious, such as an infection. This will trigger an immune response, which causes the body to produce extra mucus and release chemicals known as histamines resulting in inflammation in the nasal passages. Each patients gets on differently with medications and should you not quite get on with Rhinolast there are many other treatments available on our website that can be found here; https://www.theindependentpharmacy.co.uk/hay-fever but this is a clinically proven and well used treatment worldwide. I did also want to note that this year has seen a particularly high pollen count due to summer arriving a little later than normal, with several explosions of pollen throughout the summer months, making this a particularly challenging summer for patients experiencing hay fever like symptoms. Our support team have contacted you directly to understand a little more about your experience, and how we can help resolve this with you directly.

Posted 9 months ago

“It doesn't clear the skin from bites, animals insects it has been two weeks not worked, it's weirdly swash on the body which is the skin affected over side areas, and that cream is awkward.”

Helpful Report

Posted 10 months ago

Hi Sean Thank you for leaving your review, we love to hear from you as this helps us know which products help your symptoms improve. Normally this is a very effective treatment rated highly by our patients as 4.76 out of 5. Eumovate ointments are easy to apply, and can be used to treat inflamed skin and skin rash arising from several conditions, including eczema, dermatitis and psoriasis. Its active ingredient is clobetasone butyrate, a moderately potent corticosteroid that is clinically proven to help treat the aforementioned conditions. From the comments in your review it appears that you may be using this to treat other symptoms, and as a result our clinicians would like to understand more about your intended us. Our support team have therefore contacted you directly to discuss your current symptoms and to suggest a more suitable treatment course.

Posted 9 months ago

“I still not got my items. Order on 30.5.23, paid for next day put Royal Mail messed up. I’m actually trying to get my money back. Unfortunately Royal Mail have key Independent Pharmacy down”

Helpful Report

Posted 10 months ago

Hi Kaye Thank you for leaving your review with us, we love to hear from all of our patients' experiences with us. I am sorry to see that you have experienced this with Royal Mail, especially as our dispensary were able to dispatch your item promptly the same day that you placed your order. The tracking information for your parcel indicates that Royal Mail attempted to deliver your parcel day after it was dispatched but unfortunately you were not available to take delivery at the time. Royal Mail do provide an anticipated delivery timescales using the track and trace service, and also let you rearrange delivery if you prefer a different address or time / date of arrival. Your parcel was then attempted to be delivered the following working day, but similarly you were unavailable to take delivery of the item. You contacted our support team who helped resolve the situation for you at the time, and followed the claims process for the carrier on your behalf. I note that your parcel has subsequently been delivered successfully and as a result, and our support team have contacted you directly to follow this up.

Posted 9 months ago

“Not sure pills had any active ingredient no reaction at all not even usual side effects”

Helpful Report

Posted 11 months ago

Hi Kieren I am sorry to hear that the product that you have purchased has not been as effective on this occasion, and I would to help you find a suitable treatment. This product is one of our popular treatments and with our customers providing feedback and a rating of 4.5 out of 5, and I want to ensure that you are happy with the results of the treatment, especially as this is your first order with us. There are a few reasons why Sildenafil may not be effective, as these drugs improve blood flow in the penis if blood flow is impeded for any reason this can affect the effectiveness of the drugs and there are several reasons blood flow could be impeded; Fatigue and alcohol consumption can interfere with arousal, and whilst the medications enables you physically, to gain an erection there still needs to be sexual arousal/desire. If this is lacking then an erection may not be achieved. Our customer support team have contacted you directly to help find a suitable treatment and resolve this with you.

Posted 11 months ago

“Not happy explained wanted cream for a facial rash when it arrived it said quite clearly not to be used on the face”

Helpful Report

Posted 11 months ago

Hi Peter Thank you for getting in touch We love to hear from all of our patients as this helps us to know which treatments are popular in treating your symptoms offering effective relief. The treatment which you have purchased is an effective topical treatment offering relief from several different symptoms caused by a fungal or bacterial infection and can be widely used across the body, including on the face when prescribed by a pharmacist or GP. Daktacort is available over the counter, therefore, will have several considerations and limitations within the product information leaflet, for patients who may not have sought clinical advice. As we are an online pharmacy unable to see you in a face-to-face consultation, we ask all of our patients to complete the brief online consultation so that our pharmacists have access to all of the pertinent information required to provide you with your medicine. As our pharmacists have prescribed this treatment specifically for you, taking into account all of the information provided in your consultation, we feel that this is a suitable cream for your symptoms. However, given the comments provided in your review, our support team have contacted you to offer further advice and guidance.

Posted 11 months ago

“I don’t know what I was sent but it certainly wasn’t orlistat . I Have had orlistat before and these don’t actually do anything. I have consumed several high fat meals to test them and have none of the expected side effects. Very disappointing.”

Helpful Report

Posted 1 year ago

Hi Sarah Firstly I wanted to thank you for taking the time to leave your review, we love hearing from all of our patients as this helps us develop and improve the service and products which we offer. As this is your first order with us, I wanted to reassure you that we only source and provide medication from responsible and reputable suppliers, which is often the same as the traditional high street pharmacies. Orlistat is the only UK-licensed pill that is clinically proven to aid weight loss and is the best medicinal option for weight loss prescribed by doctors and is generally well regarded, rating 4.75 out of 5 by our patients. Our clinical team have reviewed your feedback and have advised that Orlistat works by decreasing the amount of fat from your diet that your body absorbs. This in turn helps with reducing overall calories and helps with weight loss. The expected weight loss is about 10% of your overall weight over 6 months when combined with a weight-reducing diet and exercise. This equated to about 1kg in a month if you are 75kg, so it is still a slow process. In order to lose weight you still have to eat less and exercise regularly. Orlistat prevents only some of the fat that you eat from being absorbed (just under a third) - if you do not keep to a healthy weight-reducing diet, and you eat more fat (chocolates, cakes, etc), the extra fat that you eat will easily cancel out the effect of the Orlistat. It is also worth considering that Orlistat also has no effect on other sources of calories, such as carbohydrates, sugars, and alcohol, so make sure you are aware of how many calories you are eating from other sources as well. I did want to reassure you that the absence of a side effect does not equate to an inefficacy of the medication and that the active ingredients will still be taking effect in combination with a healthy weight-reducing diet. To help resolve this with you, our support team have reached out to you directly to help ensure you are happy with the product and service provided.

Posted 1 year ago

“I had a very strange telephone call from an Indian gentleman informing me that not all medication had been supplied (not true) and he wanted to check my credit card. Obviously a scam but as I only use this credit card very rarely I wonder how safe the payment information is which I give you. A rather scared customer.”

Helpful Report

Posted 1 year ago

“I never received my order, very poor service.”

Helpful Report

Posted 1 year ago

“I haven't used them yet and already this company have written to me saying I need to reorder I unsubscribed from recieving emails and still they have written to me So its into the spam folder”

Helpful Report

Posted 1 year ago

Hi Vic, Thank you for choosing us as your dispensing pharmacy and providing your feedback; we always want to hear from our customers as it allows us to improve the service we provide. I am sorry to see that our reminder email was too soon, We like to keep our customers up to date and well stocked with medication to prevent running out at any point and therefore use reminder emails or pending basket prompts that help highlight items to our patients which have been left in their basket. However, I can understand on this occasion the reminder was not appropriate and hope this has not caused any inconvenience. We also aim to be fully transparent on our website and provide our patients with the option to manually opt-in or out of receiving marketing emails while creating their account during their first order. This has also been raised with our IT and marketing teams for further review of our current strategies and for consideration for future updates, in the meantime, your preferences have been updated so that you do not receive any further reminder emails from us regarding your purchases. Our customer support team remains available to you should you wish to discuss your order further with us,

Posted 1 year ago

“Refused to give me a repeat prescription for a small skin rash which I’ve used for years. Waste of time won’t be using again”

Helpful Report

Posted 1 year ago

Hi Tammy, Thank you for sharing your feedback; we always love hearing from our patients as it allows us to continue to improve the service we provide, Patient health and well-being is our utmost concern and we always want to ensure that any treatment that we provide via our service is safe, appropriate and best suited to our patient's individual needs. Therefore each order is reviewed by a member of our highly qualified clinical team and we use a series of guidelines to ensure we offer the best advice possible to you. These clinical guidelines are regularly reviewed so that we are using the most up-to-date advice. As we cannot see you within a face-to-face environment, the online consultation requests an image of the area you are planning to treat to help our clinicians when prescribing this treatment. The image provided in your consultation was unfortunately not clear enough for the clinicians to use and, when asking for an additional image to help proceed with your order, you requested that this be cancelled. Should you still require this treatment, you are welcome to provide an image, and we will be happy to reinstate your order. However, as you requested that your order be cancelled, you have been fully refunded. Our support team have contacted you directly to offer further support and will be happy to resolve this matter with you.

Posted 1 year ago

“I'd need my order first.”

Helpful Report

Posted 1 year ago

“Item arrived”

Helpful Report

Posted 1 year ago

Hi Stephen, Thank you for sharing your feedback, we always value feedback from our customers as it allows us to continue to improve the service we provide, I am sorry to hear that you have not received your order as anticipated and that this is the first that we had heard of this matter, Upon checking your order details I can see that you have been liaising with a member of our support team and I am pleased to be advised that your order has now been delivered and an investigation has been raised on your behalf with the courier. Please contact us directly and we will be more than happy to provide further assistance.

Posted 1 year ago

“My order of paracetamol has not yet arrived. Asked to write another review. Sent picture of package on a doorstep, but it wasn't mine. Asked neighbour's on either side, they have not received package.”

Helpful Report

Posted 1 year ago

“I received the Sildenafil tablets from you and tried one. I noticed they were white in colour instead of the usual blue. The tablet appeared to have no effect whatsoever. I think they are a faulty batch. I presume you have quality control but these are not working. I've taken Sildenafil before and they do work for me, I know their effects. I would like to return these tablets as soon as possible and get a refund please”

Helpful Report

Posted 1 year ago

Hi John, Thank you for taking the time to leave a review for your experience here with us, we value all insight from every customer so that we can ensure our service is valued by all. I am sorry to hear that the treatment you have received was not as anticipated and has not been effective for you on this occasion as this as a popular product amongts our patients, with a rating of 4.5 stars out of 5. The product that you have purchased is a generic medication that is manufactured by a variety of different companies but it is important to note that the active ingredient within the medication remains identical. As a fully regulated online pharmacy we only source medication from responsible and reputable suppliers, often the same as the traditional high street pharmacies, many of which will also stock a variety of generic medications from a range of brands. Where possible we do provide the item pictured on our website however underneath the image on our website we will advise: The brand supplied may vary. Please contact us if you require specific brands. The reason for this is because we may occasionally substitute a generic or unbranded product depending on stock availability from our wholesalers, at the time. However I do understand that you may wish to have a specific brand provided that you have used successfully previously and we are always happy to accommodate this where possible. Our support team have contacted you to help further to ensure that we can rectify this for you. We will also note your account so that on any future orders your preferred brand is provided to ensure you are happy with the future medications being provided.

Posted 1 year ago

“This pharmacy sends me emails saying “it’s time to order again”. So usually I go to cupboard and check if I’ve got enough Solpadeine Pain relief tablets to get me through another lmonth. I have Arthritis in lLower Back, Neck, Knees. I ca use anti inflamatories. I only take dosage of these for two days then not until the next week if Paracetamol not helping. So if I take say 4 a day for 2 days in any week then almost empties the box of 32. I’m 65 years old not some random addict I’ve lived with pain for very long time. My doc says he would put me on tramadol but I’ve refused to take that. Heard such horror stories about them. if I never took Solpadeine again it wouldn’t be a problem. Just they relieve some of my pain for couple days. So email came couple of days ago so I put an order in. They wrote back and refused my order. I will block any future messages from them. I can get the meds from plenty other places that don’t treat me like an addicted schoolgirl. So bye Independent Pharmacy.”

Helpful Report

Posted 1 year ago

Hi Christine, Thank you for taking the time to leave us a review, we always value feedback from our customers as it allows us to continually improve the service we provide. I am sorry to see that our reminder emails were sent too soon and that we were unable to provide your requested treatment and for any offense this may have caused, as this was not our intention. We like to keep our customers up to-date and well stocked of medication to prevent running out at any point. However, I can understand on this occasion the reminder was not appropriate and I have ensured that this has been escalated to our marketing team for review. As a fully regulated online pharmacy, the health and well-being of our patients is our utmost concern and we always want to ensure that our service and the treatments we provide are best suited to your individual needs, therefore we use a series of clinical guidelines to enable us to safely dispense medication. I can see that you have advised that your GP was also providing treatment for your specific ongoing symptoms, and as we are unable to see our patients within a face-to-environment we cannot provide the wrap-around care or support when treating long-term conditions, it may be more suitable that you are being treated by one primary care provider who will be able to ensure that you have consistent support that is tailored to your needs. We would encourage you to continue to seek additional advice and support from your GP as an alternative for your pain management, however, you are still welcome to order this treatment when it is next required, in the meantime, we will ensure the frequency of the reminder emails is reviewed. Our support team remains available to you, should you have any further questions or concerns and you are welcome to contact us directly.

Posted 1 year ago

“Sent me wrong item”

Helpful Report

Posted 1 year ago

Hi Jerry Thank you for leaving your review, We like to hear from all of our patients and welcome your feedback I can see that you have already contacted our support team regarding your order already and we are awaiting your response to help proceed. From the order details, I can see that you placed an order on the 20th January for Chloramphenicol 1% Eye Ointment. When placing your order, you kindly completed the required consultation details to help our prescribers ensure that the medication requested was appropriate for your condition, and your order was approved and dispatched the same day. In your email to the support team you were able to confirm that you have received the Chloramphenicol eye ointment for which your order was placed, but appear to now be looking to treat a different condition. Our support team have again contacted you today to help find out more, and our clinical team will be happy to advise you further on a suitable product to use.

Posted 1 year ago

“I have not recieved the goods.”

Helpful Report

Posted 1 year ago

Hi Jennifer Thank you for leaving your review I am very sorry to hear that you were unable to locate your parcel. As we provide medication all over the UK, we wanted to use reliable and responsible couriers which offer tracking information along the parcels journey to you. From the tracking information available (which you can view by following the link in the dispatch email sent to you) I can see that your parcel was left with your neighbour and a calling card left. Our support team reached out to you to help resolve this with you, but unfortunately are yet to receive your reply and trust that you have located your parcel successfully in the meantime.

Posted 1 year ago

“Took 13 days to get my medication. Will not be using the again”

Helpful Report

Posted 1 year ago

Hi Robert Thank you for leaving your review with us, we like to hear from all of our patients as this helps us know how we can keep improving the service that we provide After checking the tracking information for your parcel I can see that your order was placed on the 19th December, approved and dispatched on the 20th December and was delivered by the courier on the 22nd December 2022. The time taken from your order being placed to receipt was less than 3 working days. We would like to know how, on this occasion we could have improved our service, and would welcome your suggestion and experiences further

Posted 1 year ago

“Never received my order due to them using yodel as the carrier. My parcel was never attempted to be delivered and sat at yodel local depot for days. Due to this The Independent Pharmacy has issued me a full refund. I won’t use this company again unless they change who they use to deliver items as yodel has to be the worst delivery service out there.”

Helpful Report

Posted 1 year ago

Thank you for your review, We like to hear from all of our patients as this helps us improve our service As you have likely seen across the media, there is a significant strain on the national distribution network due to a number of reasons, including ongoing industrial action being undertaken by members of the Communication Workers Union within Royal Mail. This ongoing action and resulting network disruption, combined with the increased volume of parcels typically seen in December due to the festivities has led us to explore the use of alternative carriers to ensure all of our patients medications are delivered promptly. Whilst it is regrettable that your parcel was not delivered as promptly as we would have liked, our support team were quickly able to resolve this with you and direct your parcel back to our premises. To help any further reoccurrence of this matter, your account was noted so that any future parcels were not to be sent using Yodel as the courier Your feedback has been provided to our account manager whilst we continue to review the delivery services that we offer and we will only consider using nationally known, reliable couriers who will successfully and consistently deliver.

Posted 1 year ago


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	5 out of 5

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