“Painkiller prescription issued electronically to P2U on 22.10.2019. Still no painkillers and not a word from this pharmacy outfit. This morning I'm in pain with no painkiller. Please don't trust or use this pharmacy service.
My GP reception people don't know how to handle this type of situation and cannot arrange for my prescription to be re-issued. Meanwhile I'm in pain.
Reply from Pharmacy2U Ltd
6 hours ago
Good Morning John,
Thank you for your review. We are sorry to hear you are unhappy with your experience with Pharmacy2U.
I can see that we have now returned the prescription back to the NHS database, you will now be able to have the prescription dispensed locally.
If you need medication urgently we would advise that you request a paper prescription from your GP surgery in the first instance, this way you would then be able to have the prescription dispensed locally cutting out our timescales.
We do usually ask you to order when you get down to your last 10 day’s worth of medication, the reason for this, is that it can take up to 48 hours for your GP to authorise your prescription, longer in some cases. Once the prescription is received electronically we may need to order stock in and then send the medication by Royal Mail 48 hour tracked service and if a weekend falls in between this can delay your medication.
Please accept my sincere apologies for the delay and inconvenience that has been caused.
Kind Regards,
Chris”
“I have used this service for two years. I have found them between abrupt and plain rude, but the last shipment lacked half of one item. Their helpdesk said that as this was a month after delivery, they would do nothing about this. (Some gobbledegook about CCTV followed.)
Their web site will not accept cut-and-paste passwords. As I use random 16 bit PWs, this means that as I set up such as PW, I either have to copy sixteen random letters and numbers manually or not use it. As I can't log in I can't change it. Their response to this was, to say the least, brusque.
You get the picture of an organisation for whom customers are mere peripherals.”
“I have been using pharmacy2u for 2 years with no issues until the pst 3 months - its taking them over 2 weeks to send my prescription out now and this is the last time I wait. I would rather have the inconvenience of going to Boots again, and sometimes they were hit and miss but at least I didn’t go more than a day without either of my 2 medications. This company was reliable, now its a shambles. My advice is not to use this company - they seem to have urgency in sending medication to people and their customer service is shocking. You wouldn’t think they work in the industry they do with their careless attitude. Appalling.”
“Back in May 2019 I noted that Pharmacy2U had made an improvement to their packaging and had reiterated my original 5* review. Now, I need to provide a warning to others and ramp the rating down to 1*
A couple of months ago I ordered my repeat meds through P2U. I waited, after receiving the initial messages confirming the order wa sin the system it stopped at the message stating awaiting GP prescription.
I asked P2U what was happening, they took a few days to come back with a stock answer telling me to contact my GP. So I did. The GP had not received the request, there was nothing on the system.
The GP was the very model of help and efficiency and created the prescription and sent it straight to P2U who then completed the process.
However, I noted a couple of concerns with P2U. Firstly, the prescription system is automated so it is not that a piece of paper simply went missing, the electronic order was never entered onto the system, which is a P2U fault not a GP fault. Secondly, there should be some simple mechanism in place to flag to their internal CS team that an order was sent (according to their system) but not received within a certain time frame. But there is not. Nor do they plan to do so. Therefore, you, as the customer, need to keep on top of this and make sure that P2U is actually processing your order, because they will not.
Having raised these matters with P2U their response was... we are happy to close your account, just let us know if that is what you wish to do!
I mean...W*F... their systems have a fault, they do no checking on orders (not for a shirt but for medication, medication that, in some instances, keeps people alive...), their CS is non-responsive and non-helpful and the best they can do when you provide feedback and offer suggestions as to how it could be improved... is to tell the customer to go elsewhere!!
I don't see a bright future for this company as things stand!”
“Back in May 2019 I noted that Pharmacy2U had made an improvement to their packaging and had reiterated my original 5* review. Now, I need to provide a warning to others and ramp the rating down to 1*
A couple of months ago I ordered my repeat meds through P2U. I waited, after receiving the initial messages confirming the order wa sin the system it stopped at the message stating awaiting GP prescription.
I asked P2U what was happening, they took a few days to come back with a stock answer telling me to contact my GP. So I did. The GP had not received the request, there was nothing on the system.
The GP was the very model of help and efficiency and created the prescription and sent it straight to P2U who then completed the process.
However, I noted a couple of concerns with P2U. Firstly, the prescription system is automated so it is not that a piece of paper simply went missing, the electronic order was never entered onto the system, which is a P2U fault not a GP fault. Secondly, there should be some simple mechanism in place to flag to their internal CS team that an order was sent (according to their system) but not received within a certain time frame. But there is not. Nor do they plan to do so. Therefore, you, as the customer, need to keep on top of this and make sure that P2U is actually processing your order, because they will not.
Having raised these matters with P2U their response was... we are happy to close your account, just let us know if that is what you wish to do!
I mean...WTF... their systems have a fault, they do no checking on orders (not for a shirt but for medication, medication that, in some instances, keeps people alive...), their CS is non-responsive and non-helpful and the best they can do when you provide feedback and offer suggestions as to how it could be improved... is to tell the customer to go elsewhere!!
I don't see a bright future for this company as things stand!”
“Pharmacy 2u is a joke, save yourself a lot of stress and worry by going to your local chemist. Twice now my elderly mother has run out of her medication even though i ordered her tablets 14 days in advance. Not good enough. Been on the phone to customer service now for over an hour trying to cancel there service. Please please please do not bother, trust me.”
“My usual make of blood pressure tablets was suddenly changed, the generics made me very dizzy, after contacting them I ended up with the same tablets, thereafter another 4 pacs arrived. I sent them all back. They told me to go to the doctor to change the prescription (wrong! it is not the doctor whom changed the prescription). I was then told to go back to the doctors for an emergency prescription... The following month I phoned to order my repeat medication, after 10 days nothing arrived, I contacted them yet again only to be advised there was a problem with my card, the one I actually used that same morning. When I asked why I had not been advised of this fault with my card, I was told accounts do try to contact everyone whom has this issue (how many are there?), therefore those that are not contacted are just left without medication and told to go to the doctor for emergency prescriptions. Guess what? I have better things to do with my time other than chasing, posting back incorrect medication and going back to the doctors each and every month.
My question is, how can such a company get it so wrong?”
“Absolutely awful service, cancelled it and still they have intercepted my prescription from my doctors ! Now been on the phone for over 30mins trying to get through ! Do not bother with this service, it’s quicker at the the chemist.”
“This is an absolutely awful service. I have rhematoid arthritis and ulcerative colitis. I ordered a prescription thinking it would’ve easier as I work full time and how WRONG I was. My medication took over two weeks to arrive and I was out of my medication action for 8 days. The cannot get hold of the customer care team unless you have the time to be on hold for 30-60 minutes. I will never order a prescription with them again as the service has made me significantly ill - being without my medication for so long. It has added stress and extra hassle getting emergency medication for limited days while waiting for it to arrive!”
“It was ok 1st off. After 3rd month all goes wrong, When they can not fulfil a repeat script, No one will contact you, That is your job, It took me 4 days of phoning with No answer, Always on hold, I am Morphine, (230-240 mg Day) NOT a medician you mess about with, I ran out, and all I could see on the website was my script was being Packed (for 4 days).
What got me No-one contacted me, I spent 2 days @ Asda pharmacy and then Kamsons (Brighton) Trying to get my scription with 4 long code numbers the pharmacy had to find on the NHS Spine network.
I will never use this company, and NEVER recommend using them especially for those with complex health issues. You will regret it....”
“Intially I would have gave this 5 start when you first use as the service and ease of use was excellent.
Now the bad part . On my only my 4th order did things go wrong . I ordered my medication on the 15/9 told it was approved by my medical center. Then was passed to the warehouse on the 16/9 there it has sat since . On emailing the company you will get a auto responder , the following day a email saying that they have tried to contact you by phone but there was no answer . Again emailing explaining that I haven't been able to take my medication for 5 days due to running out and expecting my replacement pills .I got the same email saying again that they had tried to contact me . Checking phone records I found this to be lies . No concern in the email that I have be unable to take important medication just a chance to cancel my order and get it from someone else . This I have taken up some 12 days after ordering. Don't gamble your health with this company . Stay well clear!”
“Have been with Pharmacy 2u for 6 months and I have had no problems until this month whereby I am still waiting for my current prescription which they have now had for over a week. No notification received from them stating there was a problem, tried to ring 30 mins waiting time, gave up & decided to e-mail, got a reply next morning stating there was a delay & to contact them which I did on the ring back system. I decided to carry on as an internal memo had been sent to dispensing & it could take 3 days to reply. Rang after 2 days, again 30min, but they did ring back told they would chase it up and let me know today, still waiting. Was told they are taking on extra staff, we'll see! Have 3 stars as up to this month they have been ok.”
“Prescription order NOT sent out because one (over the counter medication ) was out of stock, the problem is that the prescription only meds that are part of that order, are also held up - the OTC meds are not a matter of life or death - the POM are a different matter.
Joined up thinking required!!!”
“Disgraceful, poor language spoken, incompetent staff AND management. Doing far more than they are capable of. My near neighbour was daft enough to use them last year and died of severe lack of provision of ordered medicines. It will shortly happen to me, very soon, as they are being as criminally incompetent with me. My local police are aware of this, but Pharmacy2U pretend she never lived.
Beware of them, they couldn't care less I users die, all they want is the Government's money!”
“tried to see medication history after using company at least six times for medication. Said no medical history listed SO then tried to call . 45 mins into waiting a recorded message offers you a call back request within 2 hours. I declined as didn’t trust a call back as no faith in this company. One hour later I get through. Seeing as this service is offered via website, doesn’t it tell you something’s wrong when they are experiencing such a large amount of phone calls? Sorry going back to good old waiting for maybe 15 minutes in local chemist for much needed medicine.”
“If I could I wouldn’t give this shambles of a company any stars. Now without meds. Can’t get though in phone, they’re not responding to emails and not allowing live chat. Im going back to the most reliable way of getting my meds, The Pharmacy.”
“Bored of this company now. They've messed up my order a few times and they've not bothered to contact or rectify.
If anything is rejected by the docs for any reason, (possible early order due to not being able to keep track as they've revoked the SMS reminder), they don't tell you - they just leave it pending in the system.
Called docs after 3 weeks to ask where my meds were, found out these clowns haven't resent the request and still shows as pending with GP when in fact, there's nothing with them. Thankfully the receptionist has sorted out an EPS order for me now and i'll be doing that in future.
I've had two tumours removed from my maxillary so in a lot of pain.
CBA with this joke of a company.
PS LOOK AT ALL THE GOOD REVIEWS.....OBVS FROM THE EMPLOYEES. SO FAKE AND RIDICULOUS THEY'RE TRYING TO COVER THEIR MISTAKES.”
“I ordered two different types of medication one for my migraines and other pain relief, ETC. I ordered both at the same time with one being sent promptly. I am still waiting!! for my last order 2 weeks later. This is "NOT" the first time I have had to wait weeks for medication!!”
“This service is not fit for purpose
This service is not fit for purpose. To start, Pharmacy2U insisted that my daughter's school provided a letter saying she was in full time education (as if a school with over 1,000 pupils can take admin time to do this!) And why?? If I take a prescription to the chemist I am not asked for this, After a considerable delay the prescription was sent out, minus one vital item. I emailed customer service (couldn't get through on the phone) on Monday. Eventually got a reply on Wednesday saying they would 'investigate'. I rang again on Thursday to find all the phone lines were down. Still no medication. Need to make emergency trip to GP to get another prescription written before my daughter runs out of really vital medication.”
