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

“A little more expensive than I expected it to be”

Helpful Report

Posted 7 months ago

Hi Phil Thank you for leaving your review, It is lovely to recieve feedback from our patients as this helps us understand how to improve the service that we can provide. We do want to ensure that medication is available to our patients and is affordable for all. All of our prices are regularly reviewed inline with the market place to help ensure we remain competitive. We do want to provide products which are safe and effective, and will only provide products from mainstream wholesalers who often provide products for high street pharmacies also. To help you make your selection of product and ensure you are fully aware of the price you are paying, we have tried to make it as clear as possible for you to see the cost of each item prior to purchase. This is again shown to you at the checkout and again when you recieve your order confirmation following purchase of the items. We always want patients to promptly recieve thei treatment, and for you to be happy with the price and quality, therefore our support team have contacted you directly.

Posted 7 months ago

“Paid for fast delivery when ordering on Sunday and item didn’t come till Thursday 🥺”

Helpful Report

Posted 7 months ago

HI Emma Thank you for getting in touch We love to hear from all of our patients so that we know how to improve our pharmacy for future patients and ensure we deliver a great service. I am sorry to hear that your parcel did not arrive as quickly as planned and that this is the first we have heard of this. All of our delivery services are provided by trusted nationwide services which offer tracking on all orders for security and convenience. Given the nature of the products that we provide, we understandably want to ensure deliveries are sent using reputable couriers, that offer tracked and insured services so that your medication is received in the condition intended, to the right patient. We do want to ensure that you are happy with the service you recieve, especially as this is your first order with us, therefore our support team have contacted you directly to help resolve this with you directly.

Posted 7 months ago

“I ordered some Ibuprofen tablets based on a picture of RelonChem tablets, a brand I particularly wanted. I did not see, or it was not there, the warning in small print that alternative brands might be supplied, which in the event they were. THIS WARNING REALLY OUGHT TO BE CLEARER.”

Helpful Report

Posted 8 months ago

Hi Elaine 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. 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 responsible online pharmacy, we will 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 8 months ago

“The prices are fine but the delivery cost is a large proportion. The site only allows 2 packs at a time. If say 6 packs were allowed the delivery cost would be a smaller proportion.”

Helpful Report

Posted 9 months ago

Hi Bernard Thanks for your review, we love to hear from all of our customers as this lets us know how we can do even better in the future. Each order is reviewed by a member of our clinical team because as a fully regulated online pharmacy, we want to ensure that all medication that we provide is safe, effective, and appropriate for our patients thus use a series of clinical guidelines to ensure a consistent decision is made for all of our patients. These clinical guidelines are regularly reviewed to ensure we offer the best advice possible to you and as a distance-selling pharmacy unable to see you in a face-to-face environment, our clinical lead has introduced clinically appropriate limits on the quantity of items that we can supply in one transaction. The purpose of this is to allow our clinicians to ensure that the treatment remains the most appropriate for your symptoms throughout your treatment, thus giving the option of recommending an alternative treatment pathway or reviewing the current treatment. I do understand your perspective on the delivery fee and our support team has contacted you directly to discuss this further and help make future orders easier for you to have arrive.

Posted 9 months ago

“Ordered on wed didn't arrive until Saturday”

Helpful Report

Posted 9 months ago

Hi Loraine Thank you for getting in touch, we love to hear about all of our patients' experiences with us as this lets us know how we can improve how we provide treatments. After reviewing your account I can see that your order was placed on the 18th July at approximately 19:54, which was outside of our working hours. We do want to be as transparent as possible, and let all of our patients know that, once an order is placed we will aim to dispatch the items the same working day if placed prior to 3pm. This means that any orders placed after 3pm or on non-working days are dispatched as soon as we are next open for business. When an order is placed, we try and provide as much information as possible to you by giving a summary of the order (including medication, cost, delivery service chosen and anticipated arrival time.) along with the same information provided by follow-up afterwards. I am sorry if this information is not clearly made available to you but does appear at the checkout, on the order confirmation screen and also in the aforementioned follow-up email. To give our customers the most control possible with their delivery of treatment, we offer a wide range of services. Whilst all are trackable from dispatch to receipt, along with allowing you to update your preferences in flight, all of our patients can choose the delivery service most appropriate. (You can find out more about our delivery service here; https://www.theindependentpharmacy.co.uk/delivery-information) For any urgent treatment patients can choose a guaranteed next-day service, through to the standard delivery which takes 2-3 days to arrive. From your account, I can see that you chose the standard delivery service which takes 2-3 working days to arrive, and from the tracking information of your parcel, I was pleased to see that your parcel arrived within the anticipated time scales. Our support team remains open to you, should you require any advice for future orders.

Posted 9 months ago

“Carrier pigeon would have been faster.”

Helpful Report

Posted 9 months ago

Hi William Thank you for leaving your review, we love to hear from all of our patients, this helps us know how we can improve the service we offer to you. We do want to ensure that your medication is received as quickly as possible, and wanted to apologise if on this occasion we weren't quite able to keep up with your expectations. As soon as an order is placed before 3pm on a weekday, it is reviewed the very same day and we will aim to dispatch this to the courier for delivery. All of our deliveries are facilitated by using nationally recognised, reliable carriers to make sure your treatment arrives in the condition intended by the manufacturer as quickly as you would expect. From a review of your account, I can see that your order was dispatched the next working day that it was placed. The carrier then delivered your parcel, but I can see that this took a little longer than we would have hoped and as a result, our customer support team have contacted you to help resolve this.

Posted 9 months ago

“When I ordered the product it said next day delivery, it actually took 3 days to arrive, please don't boast about next day if you can't guarantee it, otherwise I got the product that I paid for”

Helpful Report

Posted 10 months ago

Hi Dawn Thank you for your recent feedback, we are always keen to learn how to improve our service and want to ensure we provide great service to all of our customers. I am sorry to hear that your order did not arrive as quickly as initially planned but do hope that you are pleased with the treatment. All of our delivery services are provided by trusted nationwide services which offer tracking on all orders for security and convenience. Given the nature of the products that we provide, we understandably want to ensure deliveries are sent using reputable couriers, that offer tracked and insured services so that your medication is received in the condition intended, to the right patient. The benefits of this allow us to email you as soon as your item has been collected by the courier with a tracking number which you can use to follow the progress of your parcel on its way to you. From your order, I can see that you chose to use the express delivery service which is provided by Royal Mail which we anticipate will arrive within 1-2 working days. I can see that your order was placed outside of our opening hours, but was duly dispatched the next working day. Your parcel then arrived 2 working days later, taking into account a Sunday. That being said I do want you to be happy with our service, therefore our support team have contacted you directly to help resolve this with you.

Posted 9 months ago

“Delivery too slow”

Helpful Report

Posted 10 months ago

Hi Terry Thank you for your recent feedback, we are always keen to learn how to improve our service and want to ensure we provide great service to all of our customers. I am sorry to hear that your order did not arrive as quickly as initially planned but do hope that you are pleased with the treatment. All of our delivery services are provided by trusted nationwide services which offer tracking on all orders for security and convenience. Given the nature of the products that we provide, we understandably want to ensure deliveries are sent using reputable couriers, that offer tracked and insured services so that your medication is received in the condition intended, to the right patient. The benefits of this allow us to email you as soon as your item has been collected by the courier with a tracking number which you can use to follow the progress of your parcel on its way to you. From your order, I can see that you chose to use the standard tracked delivery service which is provided by Royal Mail and it is important for me to note that we do however offer a range of delivery options from both Royal Mail and DPD that you can find here https://www.theindependentpharmacy.co.uk/delivery-information which I hope gives you suitable options for delivery based on the urgency of the treatment required. Our support team have contacted you directly to help resolve this with you.

Posted 10 months ago

“The box came open all the tablets were just dumped about wasn’t impressed at all”

Helpful Report

Posted 10 months ago

“Ordering, Price, Delivery all great, product quality poor, been taking same medication for years subscribed by my GP, just needed some extra, but the medication had little effect compared to what my GP gives me”

Helpful Report

Posted 10 months ago

“It’s like a week I M using Finacea gel”

Helpful Report

Posted 10 months ago

Hi Umaima, Thank you for sharing your experience; we always value feedback from our customers as it allows us to continue to improve our service and the products we offer. Finacea gel is one of our popular treatments with our customers providing positive 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. I like to check in with you and all of our patients to see how you are getting on with your treatment, and remind you that our clinical team are always happy to speak with you, in confidence, if you require any additional information or support regarding this treatment.

Posted 9 months ago

“still waiting for my delivery from 9th of may”

Helpful Report

Posted 11 months ago

Hi Anne Thank you for getting in touch I am very sorry to hear that you are yet to receive your parcel and that this is the first we have heard of this. Given the circumstances, I have arranged for a replacement order to be sent to you using a Royal Mail express delivery service in an effort to minimise any disruption to your treatment which I anticipate will arrive within the next 1-2 working days. The original parcel will be returned to us directly to prevent any further delay in your treatment. Once the order has been collected by the courier you will receive an email letting you know where you can follow the progress of your parcel on its way to you. On behalf of Royal Mail I would like to apologise for any inconvenience that this may have caused, however, I hope that this has been resolved to your satisfaction.

Posted 11 months ago

“Highly recommended”

Helpful Report

Posted 1 year ago

Hi Romana Thank you for getting in touch, I love to hear from all of our patients and experiences with us This helps us to keep providing a great service for everyone. From your review, I am pleased to see that you would highly recommend us but wondered if there was anything more we could do to make your experience more than 3 stars. I would be grateful if you could let me know how we could have improved so that I can try to ensure we live up to your expectations for any future orders and look forward to hearing from you.

Posted 1 year ago

“Takes far too long for the order to be delivered.”

Helpful Report

Posted 1 year ago

Hi Peter Thank you for your recent feedback, we are always keen to learn how to improve our service and want to ensure we provide great service to all of our customers. All of our delivery services are provided by trusted nationwide services which offer tracking on all orders for security and convenience. Given the nature of the products that we provide, we understandably want to ensure deliveries are sent using reputable couriers, that offer tracked and insured services so that your medication is received in the condition intended, to the right patient. The benefits of this allow us to email you as soon as your item has been collected by the courier with a tracking number which you can use to follow the progress of your parcel on its way to you. From your order, I can see that you chose to use the standard tracked delivery service which is provided by Royal Mail and takes 2-3 working days to arrive. It is important for me to note that we do however offer a range of delivery options from both Royal Mail and DPD that you can find here https://www.theindependentpharmacy.co.uk/delivery-information which I hope gives you suitable options for delivery based on the urgency of the treatment required. When placing your order, at the checkout we confirm the estimated delivery dates of when you can expect to receive your parcel and be as transparent as possible so you can make an informed decision prior to completing your purchase. Following the dispatch of your order, I can see that the parcel was successfully delivered the next working day and you were in receipt of your treatment. That being said, customer satisfaction is important to us here at the independent pharmacy and I want to ensure you have a positive experience with us, therefore a member of our support team will be in contact with you shortly to help resolve this matter to your satisfaction.

Posted 11 months ago

“Hi I have been ordered couple of cream (Dactacort hydrocortisone cream %1-%2) but it wasn’t exactly the same as I have been ordered. I didn’t want to send it back,because of the timing,but wasn’t the same .”

Helpful Report

Posted 1 year ago

Hi Ali Firstly I wanted to thank you for getting in touch, we love to hear from all of our patients and understand about your experience with us. I am sorry to hear that the item is not quite what you were expecting and want to help you further as this is the first we have heard of this. After checking your account I can see that this is your first order with us and want to ensure that your experience lives us to our expectations. Our support team have contacted you directly to help resolve this with you.

Posted 11 months ago

“Easy and helpfull”

Helpful Report

Posted 1 year ago

Hi Sumaira, Thank you for your recent review; we always welcome customer insight as it allows us to continue to grow and improve our service, I am very pleased to see that we have been able to provide you with an easy and helpful service and we always want to ensure that our treatment is effective and best suited to your needs. Upon checking your order history I can see that this order was placed on Friday 10th February and it was promptly reviewed and approved by our clinical team within the next available working day, on Monday 13th February. We aim to progress your orders safely and effectively as possible to ensure that you are able to access the treatment you need from the comforts of your own home, Our clinical team remains on hand for you should you find that this treatment is not providing the required results and a member of our support team has contacted you directly to provide further support.

Posted 1 year ago

“Painfully slow delivery and general delays on the prescription with questions about breastfeeding after the original despatch date. Needed to be done far sooner and got to the customer in a timely fashion given the extra paid for delivery.”

Helpful Report

Posted 1 year ago

Hi Kate, Thank you for taking the time to share your experience as we always welcome the opportunity to review and improve the service we provide, As a fully regulated online pharmacy, our main concern is the health and well-being of our patients and we always want to ensure that the treatment that we provide is safe and effective for the intended treatment while also being tailored and suitable for the individual patient, Therefore each order placed via our service is reviewed by a member of our highly qualified clinical team to ensure that the treatment is best suited to your needs and circumstances and upon reviewing your consultation notes our clinical team can see that the treatment you had initially ordered was not appropriate for use while breastfeeding and our team had suggested an alternative option, I can see that you were happy for us to update your order to the suggested product and once had received the pending payment we ensured that your order was properly packaged and dispatched using the selected delivery service. Our support team is on hand and we have contacted you directly should you wish for any further assistance or advice.

Posted 1 year ago

“I haven’t received my order that was meant to be delivered 9 days ago 😒 Now been sent a replacement product - v efficient this time 😀”

Helpful Report

Posted 1 year ago

“They are asking for so much information you might as well go to your GP. Completely defeats the object of the service”

Helpful Report

Posted 1 year ago

Hi Adele, Thank you for your feedback: we always want to hear from our customers as it allows us to improve our processes as well as the products that we offer. I can see that you are a long-time customer ordering the same item regularly, and I am sorry that you feel the consultation process was obstructive as this was certainly not our intention. As an online pharmacy, we want to offer our customers the ability to safely access their required medication and support without the need to arrange a GP appointment. All orders are reviewed by members of our qualified prescribing team and once approved we will ensure that your order is promptly and discreetly packaged ready for dispatch by your preferred delivery method. Patient health and well-being is our utmost concern and we use a series of guidelines to ensure that all medication that we provide is safe, effective, and appropriate for our patients as well as providing a consistent decision for all of our patients, these clinical guidelines are regularly reviewed to ensure we offer the best advice possible to you. 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 online consultation so that our pharmacists have access to all of the pertinent information required to provide you with your medicine. Each treatment and condition is unique to the individual we want to ensure that the support we provide is tailored therefore our clinical team may require further information to understand your individual needs. Customer satisfaction is important to us here at the independent pharmacy and I want to ensure you have a positive experience with us, therefore a member of our support team will be in contact with you to discuss this further.

Posted 1 year ago

“My order took six days to arrive which is not acceptable.”

Helpful Report

Posted 1 year ago

Hi Geoffrey, Thank you for sharing your feedback; we always welcome customer insight as it allows us to continue to improve the service we provide. As you may be aware, the Communication Workers Union (CWU) called on its members who collect, sort and deliver parcels and letters to take industrial action across September, October and November which has significantly disrupted the postal network across the UK. You can find out more about this here; https://www.royalmail.com/latest-news This has resulted in a number of parcels regrettably being delivered later than anticipated and I am very sorry to see that this appears to have affected the delivery of your parcel and I am grateful for your patience at this time. I am pleased to see that your order has now been delivered and I trust you are happy with the products that you have received. Again, on behalf of Royal Mail I would like to apologise for any inconvenience that this may have caused but am pleased that your parcel has arrived and trust you are happy with its contents. Our support team has contacted you directly to help provide further assistance and answer any additional queries.

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

The Independent Pharmacy Reviews