Mr Andrew Crane

Good afternoon,

Thank you for your review.

I am sorry to hear your order was not handled as expected. I can see that you submitted your request on the 28/08 for two items, however, when the prescription was returned to us only one of these items had been authorised.

It is important to understand that Pharmacy2U is simply the conduit of your request to the surgery, you decide what you wish to have prescribed and we submit this request to the surgery on your behalf. Ultimately, it is the GP's responsibility to decide what is prescribed, they could increase/decrease your prescribed quantity or add/remove any items as they see fit.

Please be aware, the Electronic Prescription Service system does not allow screening of incoming prescriptions against the original requests, it’s a one-way system only and the volume of requests we handle does not allow this to be done in reasonable time. This means that we are currently unable to compare the prescription we receive and your request for any discrepancy, however, we will email you to confirm what medication has been prescribed and we would ask that you flag any issues such as this with your GP.

Please accept my apologies for any inconvenience caused. Should you wish to discuss this in more detail or if you require any further assistance, please do not hesitate to contact us.

Kind regards,

Joshua.

Best of luck in the draws, Andrew🍀Thanks for leaving a review - Nick😊

Hello,

Thank you for reaching out to us regarding your order (P1004884452). I sincerely apologise for the delay you are experiencing and for any inconvenience this may have caused.

I want to assure you that we value your business and are committed to providing you with the best possible service. Your goods were sourced from one of our stores, and they were dispatched on May 8th. Typically, after dispatch, it can take up to 7 days for your order to arrive for collection.

We understand that waiting for an order can be frustrating, especially when you're eager to receive your items. I truly appreciate your patience during this time. If you have any further questions or if there's anything else we can assist you with, please don’t hesitate to reach out.

Thank you for your understanding, and we hope to resolve this for you as quickly as possible.

Best regards,
Nadine

Thank you for your feedback Andrew. We're glad we could help and we wish you the best of luck🍀 - Theresa

Hi,

We value your feedback and apologise that you had a poor customer experience. We work hard to deliver exceptional customer service and have requested your account details to investigate your review further.

Thanks, The Daisy Team

Good Morning,

Thank you for your review and the time on the telephone this morning.

I am sorry to hear you are not happy with your recent order.

We do have a process of repacking medication into lesser quantities than the manufacturer actually packages these into.

Our dispense facilities are in the main automated, re-packaging medication in a lesser quantity allows us to process orders in a timely manner regardless of the quantity prescribed. For example, if we receive a prescription for 28 and a prescription for 7, as the repackaging process has already been carried out, both orders could process at the same rate instead of repackaging the medication upon the order processing through our dispense facility.

I understand why you feel this would be inefficient and a waste of material, however, as above, this is not necessarily the case. We have repackaged medication for some time, using our smaller white boxes in order to allow for letterbox delivery for our patients who specifically request and value this type of delivery. While we do this, we may also repack the medication in a lesser quantity.

I do also understand the inconvenience this can cause for you as the patient. I have raised your dissatisfaction with the relevant departments.

Please accept our apology for the inconvenience caused.

Kind regards,
Chris

Hi Mr Crane,

We're very sorry to hear about your negative experience, we will contact you to ensure this is now resolved.

Kind regards,

Daisy

Hi Andrew,

We are so sorry to hear about this and would really like to look into this for you.

We have received your email and await your response.

Thank you,
Evans Halshaw Customer Services

Hi Mr Crane,

Thank you for taking the time to leave a review about your recent experience with us. We're sorry that you weren’t completely satisfied but glad to hear you now have what you need.

Please don't hesitate to reach out to us if you have any further questions or concerns.

Kind regards,

Daisy Communications

Good Morning,

Thank you for your review.

I am very sorry to hear you have been left feeling this way. The reminder service is in place to help ensure our patients request allowing for our 10-day timescale, if you would prefer not to use this aspect of the service, we can simply opt you out.

With regards to the packaging, I can see that we have used standard parcels for all your orders. We are working hard to improve the way that we send packages and our dispensing team has been instructed to send large letter parcels where the size of the medication will allow. Please be aware however that this is not always possible, the size of the largest letterbox parcel we use is 2.5cm in depth, this means that the medication we put in the parcel needs to be 2.4cm or less in depth to fit.

Please accept my apologies for any inconvenience caused. Should you wish to discuss this in more detail or if you require any further assistance, please do not hesitate to contact me.

Kind regards,

Joshua.

You are more than welcome - we're delighted that your family had such a nice time in Harrogate!

Good afternoon,

Thank you for taking your time to leave a review, I am delighted to hear of your experience and we look forward to working with you again in the future.

Kind regards,

Lucie