Pharmacy2U - AVOID!

[TheNorthernTights]

I ordered from this company 3 weeks ago.

my delivery was held by Royal Mail due to the bad weather (this was the snow week)

When it arrived, 4 days after dispatch, the packaging was warm - the ice pack (just the one) had melted & the water was at 10.4 degrees.

I contacted Pharmacy2U to request a replacement, quoting Eli Lilly and the fact that the 30 days out of the chilled temps should NOT be used by the provider or delivery service. They argued for a few days but finally agreed to send a replacement if I would return the original medicine. They gave me an address to return it to with a “free post” code.

The Post Office didn’t not recognise the free post code so I paid for tracked delivery.
It was delivered last Monday.

I have emailed several times to chase, sending copies of the RM delivered info.

They are now saying they haven’t received the medication back into their stocks so will send replacement when it does magically appear.

So I am now having to order another pen elsewhere, as I have taken my last jab from my current pen. I am no closer to getting a replacement/ refund & it definitely seems they are trying to claim they haven’t received it.
plus it sounds like if they have, it’ll just go back into stock!!

Contact them via DM on X.

fwiw I have been using Pharmacy2u for the past couple of years for my regular meds and they have been brilliant. Always easy to order and reminders always come through to me. Never had a problem. Just wanted to balance out the OP statement to avoid them as I would recommend.

Obviously you've had a problem with them in this instance so suggest you go through their complaints system - I know you have tried as you mentioned emailing them so perhaps try giving them a call 0113 265 0222. open 9am to 8pm.

@lightsandtunnels I’ve messaged them via website, phoned them (and been promised calls back that never happened) and emailed.

I guess I’m just wanting to let people know that they don’t seem great if you have any sort of problem.
And I’m still a pen down with no solution in sight.

I’m reluctant to reactivate my twitter account @NigelHarmansNewWife but you’re right, might be worth a try!

@TheNorthernTights You could contact your bank explaining the situation and ask them to do a chargeback

Yes, chargeback. They have not fulfilled your order which is for a usable pen delivered to your address. It is irrelevant whether or not they have received a pen back - they have not fulfilled their contract to you. You do not have a contract with them as they did not pay you to send them a pen!

I think your problem is with Royal Mail rather than Pharmacy 2 U.
I've used them for a few years & never had issues. I order insulin for my mum & it turns up well packaged within a chill pack.

No, it is the pharmacy that has a problem with Royal Mail. And it is the pharmacy that can claim back for the item being delayed. If the pharmacy did not choose insured postage then they can claim back a lesser sum, but that is their choice and their problem.

OP has no contract with Royal Mail except for the return postage, and she should not have had to pay for that anyway.

The pharmacy are flouting the regulations. OP is utterly within her right to ask her bank to make a chargeback because OP has paid for a chilled pen but has no pen.

Updating so I am being totally fair here -

whilst I understand the initial issue is Royal Mails delivery, I agree with @IrisPallida that actually, that’s the company’s problem, not mine. I have previously had a similar issue with a different company (when I actually saw my parcel sat on the heater in the RM van!) and that company sent a replacement pen with absolutely no issues/demands for a return before resending. My major niggle with P2U is the way they handled my complaint.

They have now agreed to resend my order (after confirming that no, the returned one would not be added back into stock!) This came via Customer Services.

In addition, I had raised a formal complaint. This dept contacted me a little later apologising for the way the issue was handled, offering to refund the postage I incurred & offering a discount via a refund if I order again.

I think I’ll see how & if the replacement goes before deciding whether to take them up on that, but I’m happy with the apology & offer at the moment.

I'm having issues with Pharmacy2U. They charged me twice for my prescription £135 but claim they didn't. My bank statement shows me they did. They say they tried to take it twice but didn't claim the second payment from the bank. My bank say they did claim it and have given me both claim numbers.

So basically I'm going between the two, both claiming they don't have my missing £135, what I know for sure is, is that I don't have it. I can't afford to pay twice!

@roycroppersshopper
it was only when I asked how to make a formal complaint, and was given the email [email protected]
that I got anywhere, at which point they quickly sorted my issue. If you haven’t used that address hopefully it might help?

I rang again today and was given this email and told they would reply in 4 hours, so tomorrow morning I should have a response. Am so bloody cross, my bank wrote a letter today to say sorry they can't help me?! WTF?!

Money returned, they discovered that it had gone through twice after all 🙄