Problems with curate

[Earlgreyandcake]

Anyone have any ideas about how I can get resolution?

ordered over 3 weeks ago - payment taken. Not yet approved, no contact from them and they don’t respond to tickets.

don’t mind if I get the drug or my money back but can’t see a way of getting either?

I've seen a fair few similar complaints in the last week or so. Looks like something may be going on with them.

Do you think I’ll get my money back?

There’s definitely a significant issue with them at the moment. I’m in the same boat as you and have just opened a dispute with my card provider to try and get a refund. Curate are ignoring all communications, despatching nothing and social media suggests the problem is wide spread.

I ordered with debt card - will my bank do anything?

@Earlgreyandcake You might get a response if you leave a negative review on trust pilot. You can call your bank and ask them to do a chargeback

Reluctant to cos it’s public and no one knows I’m on it

That’s understandable, I’d just call my bank and ask them to do a chargeback. By the look of recent reviews they definitely have a problem with sending orders out over the past few weeks

I’ve got the same problem,I ordered 2 weeks ago and I can’t get hold of the either. No communication from at all.

Yep. Leave a negative review. That is the only thing that seems to get a response from them & I implore everyone who is having issues to do the same.
They have gone really downhill.
If you look on Trust Pilot they have one of the highest percentages of 1 star reviews across the pharmacies.
Don't be fooled by the cheaper prices!

Worked for me, had a call next day after leaving a 1 star review. Resolved my issue so always worth a try. They actually rang me!

Worked for me too in the end. I saw they had recently replied to a negative comment on FB, so I jumped in with my complaint and my order number. They replied to me straight away, rang me within twenty minutes and my pen was delivered the next day (albeit an alternative dose of 10mg due to ongoing supply issues with the 12.5). I'd pretty much given up hope 😵‍💫

Curate Pharmacy. After 8 mths of good service they took my money for 15mg, delayed then I had to book for video consultation which took days. Passed that then was told my dose out of stock would I accept lower dose, replied yes. They kept asking me for more photos. Now all my emails are being returned as Spam. I have contacted them on their website and by phone, no replies. I have now missed 2 injections. Apart from going to Trading Standards any ideas as I am now getting desperate.

@LochnessLass if you paid by credit or debit card you could try the chargeback process to get your money back.

Curate failed their GPhC inspection in April so may be under pressure to resolve the issues raised in that inspection report.

Thank you @SilenceInside sent DM.

Has anyone got a direct email for curate that someone from there team has messaged you on please? I’ve contacted via tickets for 3 weeks now and no response! They’ve got my money but won’t reply!

I’ve found that the only way to get any movement is to leave a bad 1 star review on Trust Pilot but INCLUDE YOUR ORDER NUMBER. I’ve done it twice and both times received a despatch email within 6 hours. It’s ridiculous but I’m a bit stuck with them due to being in maintenance. That said, my last order sailed through and took a total of 3 days from placing the order to delivery. Hoping it’s a sign they’re getting on top of things!

@Molly4200 have you tried evidence@curate email, I’ve used that to chase up before. This is the number that rang me for the video consult 01628 965543

@Molly4200 Hi same here. I've tried many emails but all were returned as Spam - see my previous posts. Under advice from Trading Standards & citizens advice who gave me a template letter, I sent a legal letter requesting my money back. I then received Tele calls, emails apologising & offering to send me a 10mg at lower cost. I told them I have been without meds for nearly 4 wks & should start at lowest dose. Then another person called & cancelled my order and issued a refund (yet to receive) and had the audacity to ask me for more money to send out a pen. No way would I use them again. My bank is applying for a charge back. The more peeps that complain to Trading Standards they will get a visit. There is a serious problem with this company.

Thank you there awful, I’ve got two orders with them now that they’ve got my money for but won’t refund me / Contact me . It’s a lot of money! And I’ve had to buy a jab elsewhere with another company . Would you be able to let me no what the letter said? As I will send similar see if it helps

Thank you I’ll try that!

@Molly4200 Yes sure adjust it to suit your circumstances, enter the date in the letter they took your money and send it to their registered address.
" Dear Sir or Madam,
On 25 I entered into an agreement with your company for my ongoing medication.
I have had a telephone consultation and provided the information you requested.
Normally my medication is here in time for me to continue with the programme, however on this occasion if I do not receive my medication by 2025 I would need to go back to a lower
dose.
Should you fail to meet this deadline I will be forced to hold you in breach of contract and look for the agreement to be cancelled and all payments made to be refunded.

Yours faithfully, "
Your name

Remember to complain to Trading Standards for that area.