“Failure to deliver medication. Failure to inform me of missing medication. Failure to communicate correct information when asked. With holding medication when one item was not in stock.”
“I would suggest sticking with your local pharmacy, this company have no respect for their customers, I would give them 2 out of 10. They show scant regard if an item is out of stock, you have to chase it up if it is and their response to emails I found to be totally bizarre.”
“This service (if you can call it that) is absolutely diabolical.
I have run out of medication, it's going to take another week to arrive and when (after an extremely long wait) I got through to customer services they told me repeatedly this was my fault as apparently I can't count to 10 and they need 10 working days to process a request. Of course I knew that and had planned accordingly but they didn't want to hear that.
The advisor continually talked over me, didn't listen to my problem and didn't resolve my issue.
When I said to close my account she refused to do that also.
The moment my prescription arrives I will be closing my account.”
“This is the second time my prescription has been rejected. I complained to my surgery the first time and they said it had not been rejected; it’s pharmacy 2U - they are notoriously unreliable. It’s essential medication they’re withholding.”
“Simply dreadful! Process is clearly broken; particularly for those with multiple repeat medications. Impossible to track orders via App. When calling, they simply blame ‘batch’ (whatever that is) or the GP! I have the same every month - what’s so difficult? Looks like a fundamentally flawed IT system.”
“An absolute nightmare from start to finish. Didn't even fully complete their online registration, yet when I went to collect my repeat meds at my local pharmacy they told me Pharmacy2U were dealing with it!? Local pharmacy staff said that they would try and dispense my meds if I cancelled with Pharmacy2U. Rang them from the local pharmacy and the call cut off as they were busy. Reluctantly had to wait for delivery instead. Received meds in the post, minus an item (that the local pharmacy never had a problem with).
The repeat prescription was a total disaster. Item that Pharmacy2U didn't have in stock (as previously) held up the rest of my meds for 5 days. Pharmacy2U then claimed by email that my GP had not approved the order. Rang GP and they stated they had approved the order the same day it was ordered. Rang Pharmacy2U and was then told meds would be released within 24 hours, with 2-3 working days to wait for delivery. Already over a week without any meds whatsoever. Started having withdrawal symptoms that were horrific (anxiety, insomnia, feeling sick, dizzy and shaky, and headaches)! Promised an urgent delivery, still waiting.
PLEASE, PLEASE AVOID. Incompetent and dangerous!”
“This has been one of the most difficult repeat prescriptions I have ever tried to get, the service and response time is truly awful. DO NOT use this company.”
“I received a note on their headed paper 20 days after sending my documents to them by special delivery saying they couldn’t process my private prescription. I rang up, after 20 mins on hold was told someone would look into it. No one called me back so I had to chase it and was told they never received my prescription. So they’d lost my prescription and letter, didn’t tell me for 3 weeks, left me without vital thyroid medication going into a bank holiday weekend - then denied it happened and left me in the lurch. I forwarded them proof that the pharmacy had signed for the receipt of the prescription yet they still refuse to admit what happened or return my prescription. When they did process prescriptions correctly it took 3 weeks to ship to me and they frequently made mistakes in the processing that I had to chase for. Thankfully, I’ve found a smaller and much more efficient pharmacy with decent customer service so I never have to deal with Pharmacy2U again. I don’t know why I put up with this for so long. They jeopardised my health. Don’t use them, there are much better pharmacies out there.”
“Started setting up my account, didn't order prescription with them. P2U however asked for my repeat prescription from my local medical unit. Prescription issued to P2U who have no record of receiving it. So apparently nobody has my prescription! Contacted P2U by email to get them to look into this, had two very different responses but neither followed up on the promised action. 20min wait to talk to a human on the phone despite my call being important to them. Avoid.”
“I signed up with P2U to avoid travelling to my pharmacy during covid. Had a bacterial infection and as many have stated here medicines did not arrive on time so had to buy it elsewhere. I wanted to return the medication and visited their website to see return policy which said unopened and unused medicines can be returned to the address on return label. I opened the outer covering to look for return label but couldn’t find any. Contacted customer service only to be told that once outer packaging is opened it cannot be returned. They don’t mention that anywhere on the package or website but customer service claims that it is written on the package. I guess they earn millions of pounds just by delaying the parcel then not allowing return. Anyway cancelled my account with them never am I going to give them my money.”
“I have signed up with this company however after being bombarded with calls and emails decided to cancel service this is when it all went wrong I I received more calls and emails no unsuscribe icon and no cancel my account
I do not want this service and am back with my local pharmacy much happier”
“What a farce - LIARS
What a farce. Medication not delivered after nearly 2 weeks. When chased - lied to. Told they couldn't take payment. NOT TRUE. Then told they called me about it. NOT TRUE. Then told I would be called yesterday. NOT TRUE. Just called and automatic system just cuts you off. I accept things are hard at the moment, but this is unacceptable.”
“When my prescription didn’t arrive, support was snarky and unhelpful. Reading between the lines, they consider me a liar. After I complained on Twitter, I couldn’t log into my account anymore. I changed my password, but it still wouldn’t let me in. These people are playing games with lives. So much for any duty of care. I just need my prescription.”
“iterally the WORST online pharmacy ever!!!
I signed up thinking this would make my life easier but I couldnt have been more wrong.
It started with the initial sign up - they said they wouldnt be able to dispense my medication because of what it was (strong painkillers for an ongoing back problem).. which was fine. I didnt even get to the point of putting bank details in before they advised of this so I didnt continue. Fast forward 3 weeks later. I call my doctor to order my prescription as normal and go to pick it up a couple of days later. A 45 minute wait and being passed back and forth between the pharmacy and the doctor.. it turned out that Pharmacy2u had indeed picked up my prescription, without any correspondence to me (I dont count the email I got when stood in the pharmacy at 6pm telling me they were collecting my prescription for me), nor any payment from myself?? I was told there was nothing that could be done and Id have to wait. I phoned pharmacy2u to cancel my prescription (after being told it would take up to 10 days to arrive) and Kelly advised all had been cancelled and my prescription could be picked up at 4pm from my normal pharmacy. Half an hour later I recieved another call advising that "it was too late" and my prescription had been dispatched already... convenient that isnt it... especially as at this point, I had still not paid for this prescription. The prescription was sent to my house, despite the delivery address being my work address (they got my billing and delivery address mixed up.. technical error they said) so I had to contact my doctor for an emergency prescription because Pharmacy2u said it would take up to 5 days to arrive.. do not use this company! Waste of time. It will be quicker going and picking it up yourself. Im still waiting for my original prescription 5 days later!!!”
“Much like many of the other comments here, I signed up and my first order went smoothly. They cancelled my repeat prescription blaming "no stock" so I went back to my local pharmacy. I have tried to remove my Pharmacy2U account but there is no option to do this online. You can only send emails to them OUT OF HOURS otherwise they will not be looked at (!)
I had a live chat and the operator was extremely pushy, asking all manner of intrusive questions as to why I wanted to close my account. As soon as I mentioned data protection and GDPR regulations she said that they were unable to action account closures online due to "patient welfare" and that I had to telephone. I telephoned them immediately and they said they were experiencing high call volumes and that I would receive a callback the same day (they say this every time you call them!)
An absolute shambles of a company. I wouldn't trust them to open a can of beans that was already open and I will be contacting the ICO to raise a complaint against them. DO NOT USE THIS COMPANY.”
