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.

Has your pen arrived yet ?

Yeah, arrived yesterday totally defrosted again. I've let them know. Hate this carry on.

The unreliability of Royal Mail must be a right headache for these companies. Is RM the only one to offer cold delivery? Must be because they seem to be the courier they all use

Cloud apparently offer DPD.

I had an issue with Zava this month after being perfect on my first month. The label was generated on Thursday morning and it wasn't picked up until yesterday evening, it arrived and the ice pack was pretty much melted bar one small lump of ice. The pen wasn't warm but not perfectly cold and to be honest it's made me think twice about ordering from them again

That’s a shame
I’ve had 3 from zava and it’s not been overly quick (so I make sure I reorder in good time) but all have arrived with ice packs still frozen

I phoned them yesterday morning and they said it won't have been prepared, but if it was genuinely delivered within 24 hours of it being picked up I don’t know how it could have been so melted! Just hoping that it's fine as it'll be used within the 21 days

@AugustSlippedAwayIntoAMoment rhe ice packs should last 48hrs so if they did send it then should have been ok

I had this issue as I said above but as I was out at the Royal Mail time

But med express did send me another as I said how hot it has been

Complain

I have emailed complaints and just waiting to hear back, it's silly given how much we pay for it. I think I will switch to Oushk next time, so I can get it in plenty of time

I know I am reviving an old thread but wanted to see if anyone has had recent experience with ME on delivery issues. I had my first order due to be delivered on Sunday, Royal Mail sent an email to say that they had unsuccessfully tried to deliver (they had not, I had waited in all day and no one tried to deliver) and they then did the same on Monday (ie said they had tried to deliver but again I had stayed in all day and they did not come to my door at all - I have cameras so have checked both days). So now it seems that the parcel is at the depot and I have arranged redelivery tomorrow however it has been about 28 degrees since Sunday and I assume the parcel left ME on Saturday so I have absolutely not confidence in what will be delivered (assuming they actually deliver). Both my messages (Sunday and Monday) have not been responded to by ME yet. I'd be interested to hear anyone's thoughts - would you be okay with MJ that has been out in this heatwave since Sat/Sun and how you have managed to get ME to respond - I may be missing something but I don't see a phone number on the website?

Lilly have a tool to assess if the pen is unaffected by time at temperature. Click to say yes, you are a US healthcare professional. Then enter the time/temp and it will give you their view. I think when I tried it at 72hrs at 30C it said it was fine for a pharmacist to issue as if nothing had happened, but give it a go yourself.

So i just did 3 days at 30C and it said "this product may be dispensed to the patient".

I ordered with Med express on June 12th , was asked to update gp details which I did straight away. Order is still on hold. Emailed them yesterday but no reply yet. It says online that the order would be looked at within two days of updating the gp details. It has now been almost 2 weeks. Really bad service & of course they have taken my money.

I had this with Medicine Market Place. Pen didnt arrive until day 3, completely at room temperature.
Contacted them to be told their "special packaging" kept it cool for 72 hours.
Except that it wasnt cool and I know the difference between cold and ambient temperature.

Fought them for weeks.Reported them as well because pens are supposed to arrive cold or be discarded.

They wouldnt replace or refund. So I got my money back through the bank. They now wont supply me!
Which is fine, there are other cheap suppliers.
I totally was not prepared to let it go. Its too expensive not to be delivered in the appropriate state, ie , cold.

Zombie thread, which is not fair on the op