Hi Alison,
Thank you for sharing your feedback; we always want to ensure that the service and product range we provide is best suited to our customer's needs.
I am very sorry to hear that your parcel has not been received and for any inconvenience, this may have caused.
Upon checking your order details I can see that your order was dispatched from us on Monday 19th December 2022 using the Express Tracked service, with an estimated delivery timescale of 1-2 working days. The courier tracking history indicates that the delivery driver made 3 unsuccessful delivery attempts after which they are required to return the parcel to the sender (us).
Given the situation, I can see that a member of our support team contacted you directly to help ensure that this matter was promptly resolved and as this product is currently in a national shortage and therefore your order was refunded in full as per your request.
Our clinical team remains available to you should like any further assistance or advice about an alternative treatment option or you are welcome to visit our Eye infection conditions page more information and treatment options; https://www.theindependentpharmacy.co.uk/eye-infections/golden-eye-drops.
Please do not hesitate to contact us directly if you would like further support regarding this treatment and a member of our support team will be more than happy to help.
