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

“Everything is good but delivery is very, very long. They should stop using the Royal Mail.”

Helpful Report

Posted 1 week ago

Hi Marcin, Thank you for your recent order, it is lovely to see you return to our pharmacy. I am glad to hear that you are happy with the service we have provided and I am pleased to see that your parcel has arrived safely and trust you are satisfied with the contents. From reviewing the account I can see the order was placed on the 28th of March outside of our working hours and was dispatched the next working day. The tracking information indicates Royal Mail attempted delivery within the expected timescale on the 4th of April but were unfortunately not able to reach you and that they returned the parcel to their depot. Following this I can see that your parcel has since been delivered and I am pleased that you are now able to use the medication. While it appears Royal Mail have done a good job of delivering all your previous orders within the expected timescale, we do also have DHL available as an alternative delivery service which gives you even more control over your delivery with a 1 hour time slot and multiple in-flight options to choose your delivery location.

Posted 1 week ago

“Customer service was really helpful and friendly, however the medication they offered me didn’t do any improvement, which is disappointing”

Helpful Report

Posted 2 weeks ago

Hi Anna, We are sorry to hear that you have not found the medication received to be an effective treatment for you on this occasion however I am pleased that you have found our correspondence to be so positive and I am keen to provide further assistance. Our support team have contacted you to find out a little more about your experience with this treatment, to enable our clinical team to directly provide you with some personalised advice.

Posted 2 weeks ago

“The most complicated and elongated system to get malaria tablets you have been told to purchase by your own GP. Asked for way too much information that in my opiion was not required. Bought tablets elsewhere online filled in one form tablets with me in three days with no back and forth emails that I had from this outfit. Would not use this firm again too much hassle.”

Helpful Report

Posted 3 weeks ago

Hi Paul, Thank you for taking the time to share your feedback, we always value hearing from our customers as it allows us to continue to improve the service and product range we provide. I am sorry to hear that you did not find our consultation and ordering process to be as streamlined as anticipated and I am keen to further understand. As a fully regulated online pharmacy patient health and wellbeing is our utmost concern therefore each order is reviewed by a member of our clinical team because as a full we want to ensure that all medication that we provide is safe, effective, and appropriate for our patients. Therefore 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. We are always looking for ways to improve our customers experience, therefore our support team have contacted you directly to should you wish to discuss with matter further.

Posted 2 weeks ago

“Bhjbhjjhhuuu”

Helpful Report

Posted 1 month ago

Hi Sylwia I am sorry to see that your experience with us has not lived up to your expectations and want to understand more so that I can help. After reviewing your recent order with us, I can see that your order was reviewed by a pharmacist approved and dispatched promptly afterwards. The item was then delivered using your chosen courier service within the expected timescale and was delivered successfully. Our customer service team have reached out to you to help understand how we could have improved your experience with us.

Posted 1 month ago

“The instructions on one of the medications doesn't make sense”

Helpful Report

Posted 1 month ago

Hi Claire Thank you for getting in touch, we love to hear from you and your experience with us, as this helps us know how we can improve the service which we offer. Firstly I wanted to apologise if the prescription directions were not as clear as they could be, and for any inconvience that this may have caused. I did call you earlier to find out a little more but was unable to reach you and left a message with my details. Our support team have contacted you directly to find out more and will be able to help explain the directions to you and avoid any future confusion.

Posted 1 month ago

“Unfortunately my last order has not arrived yet although I have had approximately 7 emails telling me that it is about to be delivered but nothing yet”

Helpful Report

Posted 1 month ago

I am sorry to hear that your parcel has not arrived as quickly expected. We use a range of couriers which are all well known, efficient services offering safe and secure nationwide delivery. Following our email exchange, we have discovered that the delivery address entered at time of order placement was not quite correct and this caused some confusion with Royal Mail. Our support team have subsequently updated your account and provided assistance to ensure that you recieve your medication with no further delay.

Posted 1 month ago

“Cannot fault Independent Pharmacy at all. However you do use Royal Mail which was a massive let down. They failed to deliver on 3 occasions on dates they promised. My item arrived on the 4th occasion. My advise would be use another courier.”

Helpful Report

Posted 1 month ago

Hi Phil Thanks for getting in touch We love to hear from you as this feedback helps us to know where we can improve the service that we offer. We're all really pleased to hear that you are impressed with the service provided, especially as this is your first order with us. Royal Mail are our parcel carrier currently as they provide a nationwide service with a good track record of delivering. I am sorry to see that your parcel has not arrived as quickly as initially intended and our support team have contacted you directly to help resolve this with you directly.

Posted 1 month ago

“Royal Mail very slow with delivery. No good if you want anything in a hurry and express service is too expensive”

Helpful Report

Posted 1 month ago

Hi Karen, I am sorry to hear that your parcel has not arrived as quickly as expected. Upon checking your order details I can see that your order was placed on Wednesday 14th February after our delivery cut off at 16:28 pm. I am pleased to see it was approved and dispatched to the courier the next working day, which was then delivered in the timescales of the standard delivery service which you selected at the checkout. Given the nature of the items which are delivered, we only want to partner with trustworthy services, both Royal Mail and DPD are our current chosen partners. The services that we use are tracked to ensure you safely receive your items and we do give you the expected date of arrival at the checkout and again in the order confirmation emails. As you mentioned, we do have a faster delivery service available, the price of which is regularly reviewed in line with the marketplace. Should you wish to find out more, our website has a number of different delivery FAQ's available here; https://www.theindependentpharmacy.co.uk/delivery-information Our support team have contacted you to find out more about what has happened, and to help ensure you receive your parcel quickly.

Posted 1 month ago

“Ear drops took a long time to arrive. The price wasn't good”

Helpful Report

Posted 2 months ago

Hi Philip Thank you for leaving your review, we love to hear from all of our patients as this helps us to improve the service that we offer. We use Royal Mail for all of our deliveries which help let us know that your parcel will arrive quickly, and I am sorry to hear that this has arrived a little later than anticipated. Our pricing is as competatitve as possible however do understand that this can vary across the market place, and despite our best intentions through regular pricing reviews and stock management. We do have a price promise guarantee so that we always remain competative, as this helps us identify any areas we can approve on. Our support team have contacted you to find out more about your delivery experience, along with a review of the price via our price promise guarnatee, so that we can help resolve this with you.

Posted 2 months ago

“Have always ordered from independent and have been brilliant. Now they want to contact doctor which I do not wish them too so doubt I will be ordering again after all they are making the money for the prescription.”

Helpful Report

Posted 2 months ago

Hi Maureen Thank you for getting in touch, I appreciate you leaving your review as this helps us understand how we can improve the service the we offer. I can see that you have been with our pharmacy for a number of years and we really like that you have found our service to be brilliant. All treatment requests are subject to review by our prescribing team, and sometimes we liaise with your GP to ensure that to ensure that the medication remains safe, effective and appropriate for your symptoms. Our support team have contacted you directly to help resolve this with you.

Posted 2 months ago

“Expensive”

Helpful Report

Posted 2 months ago

Hi Paul Thank your recent review. Thank your recent review, we value all feedback from our customers as it allows us to continue to improve in providing safe and effective treatment for our patients. It was lovely to chat with you earlier today and understand a little more about your experience and expectations. I wanted to let you know that we use the same suppliers as many of the high street pharmacies, and always want to ensure our pricing remains competitive. We have tried to make the pricing on our website as open and transparent as possible, and at a number of stages throughout the order process the price for the item is clearly shown, as well as at the checkout and emailed order confirmation you receive. However I do understand that prices do fluctuate between different companies that you may have used before and as we are keen to ensure that you have fairly priced products that are best suited to your needs. We look forward to hearing from you following our call and being able to resolve this with you

Posted 2 months ago

“Everything about the delievery was flawless. Item arrivedvon time and I was pleased with the tracking feature for my delivery. Only downside is that the cream is meant to be kept in refrigerated conditions and it was delievered in a carton box therefore there was no effort to keep it cold. I understand this would be a tough addition to the service but it would be an expectional service if it would be kept at the right temperature until delivered”

Helpful Report

Posted 2 months ago

Hi Jack Thank you for your review, we love to hear from all patients about their experience with us as this helps us to improve the service that we offer. I am pleased to hear that your treatment was delivered successfully and you were happy with this. The treatment that you have ordered does have some special precautions needed for storage which our clinical team have thoroughly reviewed prior to making the product available on the website. Requirement for refrigeration is only applicable for storage in the pharmacy. Once dispensed the medicine can be stored at room temperature (providing that this does not exceed 25°C) for up to two months. When following the recommended guidelines, the treatment will have been used well within this time. If there is the chance of the ambient temperature exceeding 25°C we have a stock of specially constructed temperature control packaging used in conjunction with cold packs to keep the internal temperature of the parcel well below 25°C for the duration of the delivery. To reassure you, we will always ensure that items are stored and transported within the manufacturers recommended guidelines. Our support team have contacted you directly to help resolve this.

Posted 2 months ago

“Good pharmacy and nice people, one woman in particular that can be quite rude sometimes and abrupt but other than that, always get messages when my prescription is ready to pick up”

Helpful Report

Posted 2 months ago

Hi Penny Thank you for leaving your review, Earlier today I called you to discuss this further, but unfortunately was unable to reach you and left a voicemail. I am sorry to hear of your experience when using our pharmacy and would like to find out more about this, especially as this is your first time placing an order with us. After checking your order I can see that this was approved and dispatched the next working day and we did not require any further information other than that provided in your consultation. We do not hold any email or telephone correspodence between yourself and our teams however I would like to discuss this with you further and understand more about your experience to help recitfy the situation. Therefore I would be greatful if you could reply to my email from earlier this morning.

Posted 2 months ago

“Ok but they shouldn’t make assumptions”

Helpful Report

Posted 2 months ago

Hi Celine 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. 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 As we are an online pharmacy unable to see you in a face to face consultation we do want to ensure that all of the treatment that we are prescribing is for the patient intended. Our clinicians wrote to you so that they could be reassured you were the intended user of the treatment, as the originally supplied image in your consultation was unclear. I am pleased to see that your order was subsequently dispatched following provision of a further image. 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 explain a little more

Posted 2 months ago

“It took a long time for the goods to arrive”

Helpful Report

Posted 3 months ago

Hi Gordon, 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. Upon checking your order details I can see that your order was placed on Wednesday 3rd January outside of our operational hours. therefore was processed and collected by the courier on the next available working day on Thursday 4th January, the delivery method you had selected for this order was Standard Tracked, with an estimated delivery timescale of 2-3 working day service. The courier tracking history for your order indicates that your order was delivered on Monday 8th January within their estimated 3 working day delivery timescale We aim to ensure that our customers are well informed regarding the status of their order due to the festive period and to prevent significant impact we ensured that the estimated delivery timescale were updated to reflect potential delays. 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. Depending on the delivery service you choose to use, the courier can provide an estimated time of arrival to minimise any disruption to your day. 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 months ago

“A lot of money for just a few tablets and not really a recommended full course to fix the issue . However a fast service in delivery but more tablets would of been needed for a full antibiotic course .”

Helpful Report

Posted 3 months ago

Hi Nancy, Thank you for taking the time to leave us a review; we always welcome the opportunity to improve our service and the products that we offer. I am pleased to hear that your order was promptly and safely delivered using your chosen delivery service, all of our delivery services are provided by trusted nationwide services which offer tracking on all orders for security and convenience. As a fully regulated online pharmacy, we only source medication from reliable and reputable suppliers often the same as your local high street pharmacies. Additionally, we have a dedicated stock team that carries out thorough market research to ensure that we are providing our customers with competitive product prices. All the medication and conditions we are able to treat through our service have been deemed appropriate using a number of clinical regulations and guidelines. The National Institute for Health and Care Excellence (NICE) advise that the full course for Nitrofurantoin 100 mg is twice daily for 3 days, and I can see from your order details we have provided the full 6-tablet course for your treatment. Customer satisfaction is very important to us and we always want to ensure that the treatments we provide are best suited to your individual needs, therefore our support team have contacted you directly to find out a little more about your experience with this treatment. We can then provide you with some personalised advice on how to achieve the results that you are expecting.

Posted 3 months ago

“Product came, however I was slightly disappointed I paid extra for next day delivery and it turned up 2 days later. Although this is likely DPDs fault.”

Helpful Report

Posted 4 months ago

Hi Lauren 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. Depending on the delivery service you choose to use, the courier can provide an estimated time of arrival to minimise any disruption to your day. I am very sorry to hear that your parcel did not arrive as quickly as planned, and for the unexpected delay within the DPD network. After checking your account I can see that your parcel has arrived safely, albeit slightly later than originally anticipated. Our support team have contacted you directly to help resolve this with you.

Posted 4 months ago

“Packet was left outside. That is fine but Didn't know it was there as not note left to say. It was left in pouring rain. It could at least be put in plastic bag. Please put in plastic bag at least It takes 5 secs.”

Helpful Report

Posted 4 months ago

“Product as described”

Helpful Report

Posted 4 months ago

“The cream didnt come as the doctor cancelled the order so cant say nothing good or bad to be honest.”

Helpful Report

Posted 5 months 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