“Dreadful. I signed up, added 3 of my usual inhaler to my basket, checked out, paid the £9.90 prescription charge. Got an email confirmation (about 20 minutes later) showing I'd ordered 1 inhaler. Didn't get an order number or any reference number. I then emailed late Wednesday evening to ask what had happened. By this morning I had not received a reply and my order was still at the very first stage (sent to GP). No other info. I called Pharmacy 2U this morning and got a very annoying set of AI-spoken questions, took me about 5 minutes to get through to a human being, who then told me on Pharmacy 2U you can only order 1 item of any product at any one time. I will not use Pharmacy2U again.”
“Absolutely disgraceful company.
I had been getting my prescriptions from Lloyds direct but after a recent merger was informed that my NHS prescriptions would now be fulfilled by Pharmacy2u.
I had to register with all my details and prescriptions as Lloyds hadn’t automatically migrated my details over.
Once I registered I put in my order.
A couple of days later I received an email to an old email address that my prescription was awaiting approval from my GP and once approved, would be sent and then they listed the address the meds would be delivered to.
This address was so old, I hadn’t lived there for years!
I immediately got onto their customer services… firstly via chat.
What a nightmare!
It’s automated and there are only a limited amount of options, all of which send you around in circles!!
In the end I chose an option that was completely different to my query but did get me to a page where I could actually type out a message.
I started to type my message and within a minute the page refreshed and took me back to the options page before I had finished typing my query.
I then had to start again.
It prematurely refreshed the page mid type, another 3 times before I had the brainwave to type out my message elsewhere and just copy and paste it once I got to the page I needed.
Once my message finally sent, I heard nothing from this company.
Next day I got an email (again, this email was sent to an old email address and not the one I had newly registered with) stating that my prescription had been approved and would now be sent to the address that I no longer lived at.
I managed to track down a phone number for Pharmacy2u and when I phoned I was met with an automated menu.
I pressed the option number I needed in order to speak to someone and as soon as I did this, the phone went quiet and then I was taken back to the main menu!
I tried it several times and each time it just took me back to the main menu without connecting me!
By this Im in a state of panic as I couldn’t have my meds being sent out to an old address as the people now living there are not nice people and the thought of them going through my medication and knowing my personal details is mortifying!!
I found an email address for Pharmacy2u and titled it URGENT and explained the situation and queried as to how they have an old address and email yet have all my medication which I registered a few days ago and of which is mostly new meds that I wasn’t on when I lived at the old address they were sending them to.
NOTHING!
No answer to my chat message or email but the next day I did get a Royal Mail notification that my meds were on their way!!! And I was given an order number.
I then tried to see if I could log onto an account with Pharmacy2u using the old email address that this company was sending notification to.
After several attempts, I managed to get onto an old Pharmacy2u account that I must have had decades ago, yet there was no pending or fulfilled orders listed and no medication registered!
So what on earth was Pharmacy2u doing?
How were they using old details with new medication?
I managed to get onto Royal Mail to get the meds to go to a post office instead of being delivered to the wrong address, however, I moved from the area several years ago and Royal Mail would only redirect the package to a local post office, so I have to travel nearly 2 hours to pick up this prescription.
Even then, I have no proof of address to collect this prescription as obviously I no longer have I.D with an old address on.
After 2 more days, I got an email with a number on saying if my query hasn’t been answered yet, to quote this number and reply to the email provided with a BRIEF description of my query!!!
Why? Why should I have to rewrite my email and query?
Did they not read my previous email? And obviously my email was going to be anything but brief!
I wrote back explaining everything and asking how the mix up happened and informing the company that I’m now without my medication and that I need them to not only update my details but resend my meds.
I clearly stated on this email all my new details. My address, delivery address and medication.
Another 2 days went by before I got a short email telling me that they’ve now amalgamated the two accounts that I have and updated my addresses…
The address they had updated were completely wrong AGAIN!!! I couldn’t believe it!!!
Then the email went on to say they wouldn’t resend the meds and for me to get onto my GP for an emergency prescription.
There was no apology, no explanation as to how they mixed up old and new details and then the final insult of informing me that they’d now updated my details with all the wrong addresses again!
What a terrible customer service!
This is not a company that cares.
I never had any problems with Lloyds direct and it’s a shame they’ve now affiliated with Pharmacy2u who just don’t care.”
“I ordered medication on 29th of July 2025, a week before I needed to in preparation for a characteristic delay.
On the 6th of July after still receiving nothing I looked on the Pharmacy2u app and saw that the order was cancelled. No notification of explanation.
I followed the advice and contacted "customer service" to ask why.
With no reply, the next day the order was reinstated.
On the 9th still nothing, nearly two weeks later.
Getting desperate, having none of the medication left and loosing weight subsequently I ordered some myself from online at considerable expense, nearly £100 (which I might add, amongst nearly 10 emails updating me constantly on the status and location, was delivered less than 24 hours later by this independent seller).
At time of writing this I have asked SIX SEPERATE TIMES why my order was cancelled and Pharmacy2U has FLAT OUT REFUSED to answer once!! Four emails to "customer services" and two to the complaints department. Not a single one has answered my question. The latter even replying only with "apologies for the inconvenience" in reply to a 39 line email from me recounting the cancellation, lack of explanation, loss of weight and spending of nearly £100 by myself to fill the gap they left!!
I am shocked, appalled and disgusted by the conduct and behaviour of Pharmacy2u. Consciously and repeatedly ignoring six emails asking simply why my order was cancelled and a complete uninterst in the predicament they left me in.
Unprofessional, uncaring, uninterested, shockingly rude and incompetent, I have honestly never encountered the like before.
DO NOT USE THIS COMPANY!!!!!”
“Best and fast service. I ordered some medicine from them, and I received delivery within a day. Very fast delivery and friendly behaviour. Recommended!”
“Order delayed and arrived with ice packs defrosted, reorder discount code wouldn’t apply. Did complain and no offer to honour the discount code for my second order - very poor customer service and much more expensive than the alternative company i moved to.
The customer service expect you to pay in full then call and try and get a refund if it doesn’t do the discount, or they suggest you call and ask them to speak to their IT. A company owned by Lloyds should be well equipped enough to offer an instant discount to honour the agreement with a simple over the phone conversation.”
“I was double-billed for an order and I have sent 20 emails and called repeatedly but nobody os dealing with it. They pass it from one department to another. When I call, after waiting for 15 minutes on hold, I'm told I must email customer service!! If you order, just pray nothing goes wrong or you're stuffed!”
“Generally good, reliable service, but contacting the company when there are problems is difficult. An email address is listed for contact, but when I tried it I had a message to say the address was not recognised.”
“I won't be using this service again
They charge 2x per transaction, and support respond with, "When you place an order with us a 'pre-authorisation' of funds are taken - this places a freeze on the funds to the value of your order in your account, this transaction will show as 'pending'. When we post the medication to you, the payment is then taken and the original transaction will be released by your bank/card issuer, however this can take 3-5 working days."
That's just not how e-commerce works. You cannot double charge all your customers for anything they buy from you, this is terrible practice. You take the money when I pay, and then take it again?! Seems like a ploy to make interest from holding customer cash.”
“I've been waiting for my order for almost a month, even though the website promised delivery fast. For comparison❤️, another site 'Xitromeds' delivered the exact same product to me in just 5 days, with clear tracking and perfect packaging. The difference is simply enormous! When I tried to clarify the timing, support ignored my messages. As a result, the medicines came in a damaged package, and I'm not even sure of their quality.”
“Absolutely appalling service!
Phone lines shut down for the last 3 days and completely unable to speak to someone. Prior to that it took over 40 minutes to get through to their AI...
AI is so intuitive it keeps recycling the same questions, whether you are on line or on the phone, leaving you in an endless loop and getting no where.
P2U is unable to access Lloyds Direct site (they have merged) so my prescription has been available for 10 days but they, P2U are completely unable to fill it.
I would not recommend this company in any way, if you had to drag yourself to a chemist over broken glass it would be better than using P2U!”
“Sorry but on the day when I wanted my medicines ordered urgently to get to me before I leave for holiday, it failed me. been on the phone 4 times for more than 20 minutes each time. NOT RELIABLE unfortunately. Lloyds were much better who then perhaps sold to pharmacy2you. Will stop using soon, if I can't rely on them, back to my local pharmacy might be better unfortunately.”
“They’ve had my prescription for 5 days, the items are all in stock but they keep altering and delaying the dispatch date. Add to that the 24 hours postage time then overall it’ll take a week to get my meds.
Not impressed as this is my 1st order.
Lloyds may have had their faults but P2U are way worse.
As usual, company probably grown too fast anfter taking over Lloyds and don’t have the staff to cope.
I’ll be changing to a more established company as soon as I receive my order.”
“Their website is horrendous crashes and hangs and takes double the number of clicks to get your drugs. Lloyds app was so much more reliable and customer experience based. Luvechat isn't always available even in the time window they say it's open. I'm giving up and looking for another provider that doesn't waste so much of my time”
“Never known an online pharmacy to take so long in dispatching. I put an order in 6 days ago which stayed at "awaiting GP approval " till today. Funny thing is , I contacted my GP on Friday whom told me the prescription was already approved. I'm now waiting for my medication and have not had any today, so looks like I will be doing without important cardio meds until after weekend, as apparently, they are now "packing" them.”
“The pharmacy2u app is just over complicated for no reason. I much preferred the old one. All the signing in, nothing is straightforward. It just feels very messy and complicated.”
“Pharmacy 2 U was one of the easiest Apps to use, note the was! Since the app has been updated it's almost impossible to use, unable to order my medication, apparently I have never ordered these tablets before despite the fact I have been taking them since 2007! And when I can actually order the medication I need, the App adds other items to my basket which I don't need.
A little lesson to be learnt about the App.IF IT AIN'T BROKE DON'T FIX IT!!!!!”
“Link from their e mail results in a blank page, after several goes it does come up but when adding items to order they dont add and the "add to order" box re appears. After about 10 goes it finally works.
I tried to talk to customer services but it was automated and did not recognise anything I said to it, asked it to refer to agent but was 29 on queue so gave up.
Tried log in on website but it stuck on the log in page so no luck there.
Really bad IT systems all round and seems to be getting worse. Eventually it accepted my add to basket and I did a telephone order as well so that will really confuse things. It looks like I need to find another online source, anyone got any glowing reviews?”
“Items frequently missing from prescription lists...having to keep ordering things several times because they have not been sent out it was much better with Lloyds pharmacy before pharmacy2u took over... thinking of going back to the old way and collecting paper prescriptions and going to the pharmacy myself”
