Good Afternoon,

Thank you for your feedback

We are sorry you didn't have the experience you expected with us and we are keen to understand more about this. We previously reached out to ask for information from you so we could review and assist you further, however when you responded to our request, you did not provide us with any information linking your review to an order, which has prevented us from being able to take further remedial action to support you.

To respond to the points in your review for the benefit of other customers, due to the clinical guidelines that we follow it is crucial that we have robust processes in place to ensure all appropriate due diligence is undertaken within our systems and by our pharmacists to capture appropriate levels of information relevant to a consultation to make an informed decision as to if a medication is a suitable option for the patient requesting the treatment before it is approved. This can sometimes also involve reaching out to request additional information from a customer if further clarity, information or evidence is required on a consultation. If this information is not received, we will not be able to safely complete an order.

You suggested that "Payment shouldn't be taken until the order is approved and dispatched". Its important to note that when an order is placed with us, payment is not taken at the time, we place an 'Authorization Hold' on your account which means that funds can be taken if an order is approved for dispatch. If the order is not approved as above the authorisation hold is released and the funds are credited back to your account.

For reassurance, each order placed with us is reviewed by a member of our clinical team because as a fully regulated online pharmacy, we want to ensure that all medication that we provide is safe, effective, and appropriate for our patients thus use a series of clinical guidelines to ensure a consistent decision is made for all of our patients. We never upsell products, but following a review of a consultation, our Pharmacists may offer a more suitable alternative to ensure a treatment is effective, and in some occasions it is necessary to request a customer order an additional medication as this is a clinical requirement for the safe use of the medication they have requested.

You have also noted that we do not offer next day delivery. This is incorrect and may be misleading to other customers. Next day delivery is a service which we offer to the satisfaction of many of our customers.

If you would like further assistance please could you answer our query for extra information so that we are able to locate your account and help you with your order with us.