Royal Mail delivered my MedExpress pen a day late, no reply from MedExpress

[ShovelyJo]

Anyone else had MedExpress delivery issues this week?

I received the Royal Mail email on Monday to say they have my pen which would be delivered on Tuesday by 1pm. It didn't arrive and I contacted MedExpress to advise them and I got an automated response.

I got another email from Royal Mail to say it would now be delivered on Wednesday by 1pm and it did arrive this time but the ice packs were fully defrosted and not cold. I contacted MedExpress to update them and ask that they send a new pen and instructions on how to return this one. No reply.

I've used MedExpress from the start and I was happy with their service but now that something has gone wrong they haven't even replied, I'm really disappointed and think I want to change suppliers but I am now under 30 BMI and imagine this might be problematic.

I put the pen straight into the fridge but I'm not happy using it.

How long until you start using it? It’s ok out of the fridge for the month you’re using it so I wouldn’t stress if you’re about to use it.

I wouldn't be taking the first dose from it until 13th Sept so I wouldn't be able to use it up within one month.

To be honest I find medexpress to be quite good. They have always responded to my emails within the day and I’ve had no issues with delivery. I’m hoping they get back to you asap, and you’re able to get things sorted out. It’s good that your next jab is in a couple of weeks, I’m sure this will be sorted by then

Also I placed my order on Friday and received it Saturday so no delivery issues

I had this. Royal mail delay, not the fault of MedExpress.

I called them and spoke to someone. As I using the pen straight away it wasn't an issue but your case may be.

Give them a bell.

I had this. Royal mail delay, not the fault of MedExpress.

Yes, the delay was Royal Mail's fault but that doesn't excuse MedExpress for not replying to me.

Gosh that'snot great service at all. If it helps, my pen always arrives two days after despatch with ice packs fully thawed due to where I live. No issues, pen works beautifully even in week 5. Hopefully you will find the same.

To put your mind at ease: the pen is safe and just as efficient to use - just pop it in the fridge. The 30 days rule applies after 1st jab, otherwise it’s good until expiration date. You can of course double check what I’m telling you by contacting Eli Lily direct (on their website chat option) and ask them to assess if the pen is still good.

You can also stay on top of MedExpress and complain that the medication was delivered in a state outside of the manufacturer guidelines and demand a replacement pen, or at least some type of compensation (like credit to your account).

TBH, MedExpress are pretty good generally so they’ll probably do one of the two things above, and I’m also 99.9% sure Eli Lily will tell you it’s a perfectly good pen too (speaking from personal experience here).

This. It’s absolutely fine to use as you had intended.

So why do they go to the bother of packing it in ice to post it out if it's fine to use without?

I was charged for Royal Mail Special Delivery - Guaranteed next day delivery by 1pm.

I have no intention of contacting the manufacturer when my contract is with MedExpress......tbh I'm just really annoyed that they haven't bothered to get back to me, I expect better.

In the absence of actual Lilly correspondence (which you shouldn't have to do) I would absolutely stick with the manufacturers published guidelines too.

I would phone them, be armed with Eli Lilly published instructions and insist they fulfill them, or provide you with correspondence directly from Eli Lilly on what the actual instructions are.

Sounds like @3wDavid is, like me, a stickler for getting the correct information from the correct source. But, for all you know @3wDavid could be the MedExpress CEO 😂 (bet you wish you were @3wDavid as you would be loaded!) so always best checking for yourself so you have confidence in the reply.

But, for all you know could be the MedExpress CEO 😂

LOL! Maybe they should have a MN Rep

Lol! I wish @Herewegoagainandagainandagain 😂

But when I had an issue with delivery, I didn’t want to hear MedExpress and their many reasons why the pen is still good (of course they’ll try to convince you, they don’t want to give away free pens obvs). I wanted to get the information direct from the horses mouth. Hence why I reached out to Eli Lily via the chat and received instant response and personal assessment for my pen / conditions at the time of delivery. It was pretty impressive.

they don’t want to give away free pens obvs

I haven't asked them for a free pen, happy to return this one to them and Royal Mail will refund their costs as per the Special Delivery that I paid for.

My postie told me to ignore the dispatched time on the tracker. That's when MedExpress print the label. They will probably pack all orders with ice to go out at the very last minute. My order came on Saturday after it was showing as dispatched on Thursday morning... still frozen.

Sorry I'm not sure how this relates to my problem, I'm not focusing on a dispatch date, my order didn't arrive on the day Royal Mail were supposed to deliver it but the following day. Unlike yours, mine was completely defrosted.

To be honest, I have seen a few different versions of events like this and it seems companies are taking a harsher stance.

Some on Reddit for example, said they didn’t get a replacement from other providers: https://www.reddit.com/r/mounjarouk/s/0wFWMUF9NN

their situation may not be the same as yours. Though I think it raises an interesting question because pharmacies have likely been inundated with replacement requests since MJ grew in popularity and are likely looking into their true liability with this.

Oh God, I only read the first few posts but I wish I'd seen this a few weeks ago, I would have gone with ASDA where I can pick it up myself and not depend on Royal Mail.

I wonder if taking a harsher stance includes ignoring customers, I eventually got a reply today after sending a complaint yesterday about their lack of response for a week. A replacement is on the way but I'm a bit miffed now, what if this happens again?

Yes I had this issue

Was sent Fri. Tried to deliver sat but I was out. They usually leave it behind bin/give to neighbour

But roual mail took it back , didn't deliver Sunday and when came mon /yesterday it was totally defrosted

I complained and got this reply

I complained via phone and they sent me a new one which is arriving Tom

Interesting but not really the same issue if they tried to deliver yours on Saturday and you went out.

They didn't try to deliver mine and I made sure to be at home.

The point I'm making is that med express said no to my email and said pen was fine to use

But when I rang to complain and said package was soft and warn they are sending me a new pen today

Replacement was due to be delivered today by 1pm, god I hope this isn't going to be a repeat of last time.

My replacement pen arrived no hassles so hopefully yours will

Glad yours did, mine hasn't arrive unfortunately, I'm assuming they don't deliver after 5pm.

Another whole day wasted and I'll have to wait in tomorrow now too.

Just a repeat of last time, hoping it's not defrosted again.

If it is then then get a replacement

Sorry didn't turn up