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

“Bad experience with these people,tried ordering and was given the run around.They actually demanded my doctors phone number and website before letting the order go through, even though they ask for this before you order, disgusting, will never order again.My doctors knows I take this remedy and to HD someone to ransom before letting them order is unbelievable.”

Helpful Report

Posted 2 years ago

Hi Martin, Thank you for your recent feedback; we value all customer insight as it allows us to continue to improve the service we provide. I am sorry to hear that you felt that the consultation process was obstructive, this was not our intention and I sincerely apologise for any difficulties caused during the order process. After reviewing your order details I can see that our clinical team requested GP details as unfortunately, we did not receive this information in your consultation when your order was placed. As an online pharmacy regulated by the CQC, we want to ensure that all medication being provided is safe, effective, and appropriate. Patient safety and wellbeing is our utmost concern and as we do not have access to your health records or are able to see you face-to-face our clinical team may need to liaise with your GP this is to ensure that you are receiving the appropriate support for your condition from your doctor. We also aim to keep you updated throughout the consultation process and can see that our clinical team have continued to liaise with you via email and your order has been refunded in full as per your request. Our support team will contact you further to understand how we could have made your experience with us better and safer as all suggestions are gratefully welcomed.

Posted 1 year ago

“They asked me would I like to re order my order thought as short of said tablet in local chemists I did re order then told would need to speak to gp!”

Helpful Report

Posted 2 years ago

Thank you for your recent feedback; we value all customer insight as it allows us to continue to improve the service we provide. I am sorry to hear that we were unable to provide you with your requested treatment on this occasion and for any inconvenience, this may have caused. After reviewing your order details I can see that our clinical team were on this occasion unfortunately not able to send this product to you. As a fully regulated online pharmacy, we ensure that patient health and well-being are central to all we do. I can see that you were emailed by our clinical team to keep you updated throughout your consultation with us and a refund has been issued in full. Our IT team are aware of the email frequency and we are exploring ways to ensure that you receive only relevant reminders in the future; we like to ensure all of our customers are kept up to date about their medication and are reminded periodically to prevent running out when needed, however, I can see that our email was a little earlier than helpful this time and for this I am very sorry to have caused you an inconvenience. Our support team will be in contact with you directly to ensure this is resolved to your satisfaction.

Posted 2 years ago

“First order, wrong make sent but they replaced them, so good service. Second order. Again sent wrong make even though I wrote on the order for accord make, sent the same make as first order so I’m not happy, said they will try to get the other one I wanted, but that was more than a week ago”

Helpful Report

Posted 2 years ago

Hi Linda, Thank you for your feedback; I am sorry to hear that your experience with us did not live up to your expectations on this occasion and we are keen to ensure that this is promptly rectified. I understand that you have been liaising with our support team regarding this incident and am pleased to see that this has been resolved to your satisfaction. Where possible we will try to supply the medication as pictured on our website, however, we also stock a variety of brands of generic medication, this is to ensure that there is no delay with the dispatch of your order. We encourage our customers to contact us prior to placing an order regarding any brand enquiry and we will be happy to try and source your preferred brands or advise you of our current stock. We are happy to accommodate your request to only receive your preferred brand and I have now added this to your account for future orders. Should that brand ever not be available, we will contact you prior to dispatching your order to confirm how you would like to proceed. Customer satisfaction is very important to us and you are welcome to reach out to us directly if you have any further questions or concerns.

Posted 2 years ago

“You use Royal Mail. Royal Mail never give an accurate delivery timeslot but say they need a signature. Every time I order from you I have to put aside a whole day. Royal Mail will roll up at some stage, maybe on the postie's way home. I will have spent all day waiting. You may offer good prices but you're not worth a whole day of my time every time I order from you. Every other delivery/courier company gives reliable and often real-time tracking info. I apprecate Royal Mail are cheap, but it's at my expense.”

Helpful Report

Posted 2 years ago

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 very sorry to hear that you are not happy with the Royal Mail delivery service, and will ensure our account manager with Royal Mail is provided with your comments. All of our delivery services are provided by trusted nationwide services which offer tracking on all orders for security and convenience. 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. Depending on the delivery service you chose to use, the courier can provide an estimated time of arrival to minimise any disruption to your day. 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. 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 2 years ago

“Dreadful customer service. Poor communication. Maybe they donty want your business. Lots of alternative vendors to choose from. 1 out of 5”

Helpful Report

Posted 2 years ago

Thank you for your recent feedback, I am sorry to hear that your experience with us has not lived up to your expectations. After looking through your order history, I can see that your orders have always been reviewed and dispatched very quickly and we have not had an need to contact you in the last 6 months, suggesting that your orders have been processed and received as expected. I am therefore keen to see how our communication could have been better and would like to understand more about how we could improve our service, therefore one of our support team will contact you directly to resolve this matter to your satisfaction.

Posted 2 years ago

“Really poor. they have contstant stock issues. I keep recieving reminders when my medicine is out of stock , but when I try to order online there is no stock .They dont even know this at the time of sending these irritating emails. Not impressed”

Helpful Report

Posted 2 years ago

Thank you for you review I am sorry to see that your experience with us is not as positive as you would have expected and we want to make sure we do all we can to change this. We always like to ensure that our customers have a suitable supply of medication for their needs, and as such like to send reminders at key times to prevent you from running out at any point. Our stock levels do often fluctuate however we use a variety of different suppliers, similar to high street chemists that help us keep high levels of stock across our range of products. Unfortunately due to situations outside of our control; product popularity and manufacturing shortages there are sometimes short periods where we may be unable to provide a specific item. However, our prescribers will always try to find a suitable alternative product where possible to ensure you receive no interruption to your treatment. We take all customer feedback seriously and want to ensure every customer has a great experience with us therefore our support team will be in contact with you directly to help further.

Posted 2 years ago

“Goods were at end of shelf life. Very disappointed”

Helpful Report

Posted 2 years ago

“Not received product”

Helpful Report

Posted 2 years ago

Hi Mark, Thank you for bringing this to our attention; I am sorry to hear that you have not yet received your parcel and for the inconvenience, this has caused. I have looked into this further and unfortunately, I have not been able to locate any emails regarding this order. I can see that your order was dispatched on Tuesday 4th January using the Express Tracked service. The courier tracking history indicates that your order was returned to sender (us), on Thursday 13th January. We are keen to investigate this further with the courier and have reached out to you directly to help promptly resolve this matter. We look forward to hearing from you

Posted 2 years ago

“Sent 3 medications with only 1 month shelf life - completely useless no thought given”

Helpful Report

Posted 2 years ago

Hi Gideon, I'm sorry for the mistake on our part and e have organised a replacement to be dispatched to you today. Our customer service team will reach out directly to you. Thanks Andy

Posted 2 years ago

“When ordering next day medication it should not take three days to arrive Medication no longer useful when it arrived”

Helpful Report

Posted 2 years ago

“I didn’t receive my order from this pharmacy. I emailed them but they didn’t get back to me.”

Helpful Report

Posted 2 years ago

Hi Leticia, Thank you for bringing this to our attention; I am sorry to hear that you have not yet received your parcel and for the inconvenience, this has caused. I have looked into this further and unfortunately, I have not been able to locate any emails regarding this order. I can see that your order was dispatched on Monday 13th December using the Standard Tracked service. The courier tracking history indicates that your order was delivered on Monday 20th December. We are keen to investigate this further with the courier and have reached out to you directly to help promptly resolve this matter. We look forward to hearing from you.

Posted 2 years ago

“Still haven’t received item”

Helpful Report

Posted 2 years ago

“Hi I'm not very happy at all. Not with yourselves I never received them. I really needed them as my back is so painful. They were meant to be here Friday but never came so so disappointed.”

Helpful Report

Posted 2 years ago

“This rating is because my son ordered medication 2 weeks ago and it still hasn't arrived. You use Royal Mail. His address is in Swansea. He expected the delivery on 23rd/24th December. Had email from Royal Mail on Christmas Eve to say that items had been wrongly sent to the Llanelli sorting office and would be re-routed. There was no further post because of the Xmas shutdown until today. He was told the delivery would be between 11.30am-1.30pm. Nothing had arrived by 4pm and the tracker says the items have been wrongly sent to the Neath sorting office. None of this is directly your fault unless there is a printing error on the address label. But maybe it is a mistake to use Royal Mail if they are so unreliable. I am hoping that you can find out what went wrong.”

Helpful Report

Posted 2 years ago

“Still no delivery”

Helpful Report

Posted 2 years ago

Hi Scott, Thank you for bringing this to our attention. I am very sorry to hear that you did not receive your order when you were expecting to and for the inconvenience this has caused Please be reassured, we take reports of this nature very seriously and are keen to investigate this further with the courier. We have reached out to you directly to help find a prompt solution. We look forward to hearing from you.

Posted 2 years ago

“Hi please be advised that the independent pharmacy on line are so very strange to say the least I have Paid them £170 for a private prescription for some tablets I thought that I could have trusted them but at no time did they ever say that the tablets were very old stock they have sent me some very old stock tablets which I have now rejected them as I have paid £170 on line I have also have the right under the distance selling regulations to reject the tablets as I legally have 14 days to reject them also I really don't have to have any reason as I can just change my mind as the law allows me to do so . also the independent pharmacy as a legal duty to advise and inform regarding all the information but they have just ignored everything .I am a o.a.p who as just had hip replacement surgery and I feel that I am now being bullied by the independent pharmacy as they think that it is ok to send very old stock tablets with out give me any information what so ever please don't trust them as I believe that they are very cunning and that they will just try to flob you offf with many different types of excuses I don't recommend them pp”

Helpful Report

Posted 2 years ago

Thank you for your feedback, we appreciate every opportunity to improve our services and treatment range. We have been in regular communication with you in relation to your private prescription and we sincerely hope that you are recovering well post-surgery. We remain committed to providing you with the highest level of one-to-one support and dedicated time, assigning a dedicated account manager to become your recognised point of contact to address your recurring concerns raised. I can see that you are a returning customer and that you originally contacted our clinical team via email on Friday 1st October, to request guidance regarding analgesia post-surgery; prior to obtaining a private prescription. This medication had to be obtained from a specialist wholesaler to complete your private prescription request. To set your expectation, when medication is not frequently produced or readily available, it is only ordered on a case-by-case basis upon receipt of a valid prescription. All medication provided by us is for immediate personal use only, you have agreed that this treatment will not be passed or sold on to any third party or used to stockpile a supply. We contacted the specialist wholesaler and escalated your feedback to our clinical lead, to confirm the end of May 2022 is a reasonable duration for this treatment to be used; in line with how this treatment has been prescribed for you. Unfortunately, we have been unable to explore why the manufacture date on this medication is of significant importance to you. We have confirmed that this date would not be deemed *clinically significant* as it does not impact the safety or effectiveness of the medication provided. Whilst we can not guarantee in advance, the specific batch details or manufacturing date for the medication obtained through a specialist wholesaler, we can confirm that the medication has been appropriately quality checked and remains safe and effective to be used until the expiry date displayed. We do not recognise the term ‘old stock’ within this context, this would imply that the treatment received was an older/potentially discontinued version of the drug, when the medication provided is current, and meets the legal prescription requirements. With reference to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, referred to within your review as the distance selling regulations. Please be advised that these regulations do not apply to all distance selling contracts, there are a number of exemptions. The distance selling regulations do not give individuals the right to cancel contracts for personalised goods or goods made to a customer's specifications and also includes goods with a seal for health protection and hygiene reasons. Therefore, your private prescription medication (sourced through a specialist wholesaler) is covered under this exemption. Under these regulations, we provided the appropriate information regarding the total price of the medication and method of payment. In addition, we confirmed that you were not required to pay any additional costs or a delivery charge for this service. The medication was provided within the agreed timescale, concluded with the confirmed delivery by Royal Mail on Friday 15th October 2021. We have therefore met our contractual requirements in good faith, and we have addressed both the original prescription request and subsequent concern raised both verbally and in writing, within a timely manner. We were unable to accommodate your request for a refund due to a 'change of mind' experienced after dispatching your specialist medication. In addition, we are not obligated to refund medication that has evidently been partially used. We advised you on Monday 18th October of the following: For safety reasons, we cannot allow medicines to be returned (even unopened boxes) once they have left the pharmacy. A pharmacist must legally destroy any returned medication within 30 days. We are able to safely dispose of returned unwanted-medication only. We will safely dispose of the unwanted medication that you have still chosen to return, however, this will not change our position on not refunding this special-line medication. We reached out to you directly and we have now exhausted all the possibilities in relation to the original concerns raised. We would be happy to resume communication if you wish to raise any new questions or concerns related to this incident, and if you can demonstrate respectful behaviour.

Posted 2 years ago

“I’m still waiting for them in pain”

Helpful Report

Posted 2 years ago

Hi Kris, Thank you for taking the time to leave a review; we are sorry to hear that you remain in discomfort and that the selected courier service did not meet your expectations. I can see that your order was dispatched on Tuesday 17th August 2021 using the Royal Mail Standard service. The courier tracking history indicates that your order was delivered within the estimated timescale on Thursday 19th August. Unfortunately, we do not appear to have received any correspondence from you advising that your treatment had not been received. Your feedback has been escalated to our clinical lead for further guidance. Our patient's wellbeing is paramount, given the reported continuation of pain within the last 3 weeks, we strongly recommend that you seek a full face-to-face medical assessment for your condition. We remain available to you and we have reached out to you directly. We hope that you are able to find a suitable solution to the symptoms you are experiencing.

Posted 2 years ago

“I paid extra for quick delivery and 3 days later i still havnt received it”

Helpful Report

Posted 2 years ago

Hi Samantha, Thank you for your feedback, I am sorry to hear that you did not receive your parcel as expected. I can see that your order was placed on Sunday 15th August at 12.44 and the treatment was dispatched the next working day (Monday 16th August) using the Royal Mail standard service selected (£2.95). The estimated delivery timescale for this service is 2-3 working days and the courier tracking history indicates that your order was delivered within timescale (on Wednesday 18th August). For reference, we aim to dispatch all orders placed before 15:00 the same working day. Any orders received after 15:00 (weekdays) or over the weekend will be dispatched the next working day. Our couriers do not collect from us over the weekend or during bank holidays. We offer a range of delivery services allowing our customers to select the most appropriate service to meet their specific needs and budget. From the Standard Royal Mail tracked service (£2.95) to the Special guaranteed services (£8.95-£10.45); you may wish to consider a guaranteed service if you require your treatment promptly. You can follow the progress of your parcel using the tracking link provided in your dispatch email. You are very welcome to contact us directly to discuss your experience further.

Posted 2 years ago

“Taken them for over a week now not made any difference whatsoever Total waste of money!!!!”

Helpful Report

Posted 2 years ago

Hi Julie, Thank you for taking the time to share your experience with us; I am very sorry to hear that the treatment has not been effective for you. I can see that your first order from us was dispatched on Wednesday 4th August on the Standard Tracked delivery service and was promptly delivered within 2 working days on Friday 6th August. Please be reassured, we are regulated by both the General Pharmaceutical Council and the Care Quality Commission and we use the same medication suppliers as the main high-street pharmaceutical chains. We are keen to find find a prompt solution for you and have reached out to you directly to enable us to conduct an immediate investigation. We look forward to hearing from you.

Posted 2 years ago

“Quality is bad”

Helpful Report

Posted 2 years ago

Hi Morteza, Thank you for contacting us regarding your order; I am sorry to hear that this treatment has not been as effective as expected. As a UK pharmacy, we are regulated by both the General Pharmaceutical Council and the Care Quality Commission and we use the same medication suppliers as the main high-street pharmaceutical chains. We would be happy to escalate your feedback to our clinical lead for further guidance and we have reached out to you directly. We look forward to hearing from you and we will immediately review your responses. Thank you for bringing this matter to our attention, we welcome every opportunity to improve our services and treatment range for everyone.

Posted 2 years 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