Weldricks Pharmacy Reviews 83.684

Antwoord van Weldricks Pharmacy

2 dagen geleden geüpdatet

Dear Nye Davis,
Please accept this message as an acknowledgement that I have noted your review. In the absence of any contact details in your above review, could I please ask that you contact our customer service team with some more details to allow us to follow up on your dissatisfaction. You can contact our customer service team on customerservices@weldricks.co.uk or by contacting us on Freephone 0808 164 3211. Please be assured we will then try to do everything that is reasonable to put things right for you,
Yours Sincerely,
Sarah

Dear Nye Davis
Thank you for your review. I am sorry that you have had to contact us to chase the dispatch of your order. That is not the experience we want customers to have.
I have traced your order which was placed on Wednesday 22nd April at 5.16pm. Whilst most of our orders are dispatched within a few days, we do state at the point of ordering that dispatch can take 3 to 5 working days and then delivery is typically 1-3 working days depending on the service selected. With the delivery service that you have selected your order should be delivered the day after dispatch, therefore we are still on track to deliver your order within the timeframes that we state on our website. We will send an email as soon as we dispatch your order.
I hope that you are satisfied with my explanation but if you should require further assistance, please do not hesitate to contact me.
Kind regards
Sarah

Antwoord van Weldricks Pharmacy

15 apr 2026

Dear Jennifer Parker

Thank you for your review. I am sorry to learn about your dissatisfaction with our communication and the time taken to progress your order. Please accept my sincere apologies for the frustration caused by the lack of response to your emails sent on Saturday and Tuesday.

I have reviewed your order and we are currently experiencing a high volume of enquiries which has led to slower reply times than we expect of ourselves. That said you were right to expect a prompt update and we should have responded sooner.

In terms of where your order is now, it has progressed through our dispensing process and is in the final stages of being prepared. It is expected to be dispatched tonight subject to final checks. To help put this right we have upgraded your delivery at no charge to a 24 hour service.

We quote 3 to 5 working days for prescription processing excluding weekends and bank holidays. Even within that window we should have kept you better informed. Your feedback has been shared with our customer service team so we tighten response times and improve proactive updates.

If you would like us to confirm dispatch once it leaves or if you need any further help please reply to our email with your order number and we will assist.

Kind regards
Allan

Antwoord van Weldricks Pharmacy

14 apr 2026

Dear Mike Garnham,

Thank you for your review. I am sorry for the lack of clear updates and for the time this has taken. That is not the experience we want any customer to have and I sincerely apologise.

I have investigated your order and I can see what has happened. When the order was placed on Sunday 5 April you uploaded three prescriptions. One of the three uploads was not valid for the item it related to. This should have been identified during our initial checks but it was not picked up at that stage. It was identified by our dispensing team on Monday 13 April. That failure in our checking process is on us and I apologise for that.

Once the issue was identified our team emailed you on Monday 13 April to explain that we did not have a valid prescription for one of the items and to ask for the correct prescription so we can complete the order. If you have not seen that message please check your junk or spam folder. Our system shows it was sent.

On your point about communication, we accept that you should not be left without a response or without an out of office message. We cannot see the email you mention within our Freshdesk customer service system which suggests it may have been sent to an individual staff email address rather than through our customer service channel. Either way you should have received a timely reply. We will address this internally so enquiries are not missed when someone is away.

I fully understand your complaint. You have been waiting too long without a clear resolution.

To resolve this quickly, we can do one of the following immediately:

1. If you resend the correct prescription for the missing item, we will complete the checks and proceed with dispatch.
2. If you would prefer not to proceed, we will cancel the order and refund you in full.

If you reply with your order number and confirm which option you want, we will action it straight away.

Kind regards
Allan

Antwoord van Weldricks Pharmacy

11 apr 2026

Dear Rubella,
Thank you for taking the time to leave your review and please accept this message as an acknowledgment that I have noted your feedback and when our customer service team return to work we will review the full details of your order and make a full and informed response back to you,
Yours Sincerely,
Allan

Antwoord van Weldricks Pharmacy

Geüpdatet op 14 apr 2026

Dear Lisa Bates,
Thank you for taking the time to leave your review and please accept this message as an acknowledgment that I have noted your feedback and when our customer service team return to work we will review the full details of your order and make a full and informed response back to you,
Yours Sincerely,
Allan

Dear Lisa Bates
Thank you for your review. I am sorry that your first experience with us has been so disappointing, particularly when you were trying to obtain a controlled medicine for your pet.
I have reviewed your order and the prescription details. Your vet issued an instalment prescription. While instalment directions can be valid, it has been our company policy for a number of years that we do not accept instalment prescriptions. They are more complex to manage and have strict dispensing date requirements which have caused issues in the past. In your case that meant we were not able to process the order as placed and you would have needed a standard, non instalment prescription from your veterinary practice.
That said we should have made this policy clearer and more prominent on our website so you could have seen it before ordering.
On communication, I accept your point that you should not have been left chasing for answers. I can confirm you did contact us via Facebook on 9 April at 8.40am. We would have responded, however you then called us at 12.40pm the same day before we had the opportunity to reply and the issue was resolved over the phone. Even so, the fact you felt you had to use multiple channels and chase us is not where we want to be and we should have been more proactive in keeping you updated.
Thank you for highlighting this. We will use your feedback to improve two things, clearer information on our website about instalment prescriptions and tighter handling of orders that are waiting for essential documentation or validation, including more proactive updates so customers are not left in limbo.
If you would like us to review your order again or help you understand what prescription format is needed for online supply please reply to this review with your order number and we will assist.
Kind regards
Allan

Antwoord van Weldricks Pharmacy

Geüpdatet op 11 apr 2026

Dear Russ,
Thank you for taking the time to leave your review and please accept this message as an acknowledgment that I have noted your feedback and when our customer service team return to work we will review the full details of your order and make a full and informed response
back to you,

Yours Sincerely,
Allan

Dear Russ,
Thank you for taking the time to leave your review. I am sorry for the frustration caused by the lack of updates and the delay in dispatch.
I have reviewed your order and can confirm it was placed on Tuesday 7 April, the first working day after the long Easter bank holiday weekend, during which our business was closed. At the time of ordering, our standard dispatch window is 1 to 3 working days. When you contacted us on Thursday 9 April and spoke to Michael, your order was still within that stated dispatch timeframe.

However, because of the higher volume of orders following the bank holiday closure, many orders required the full dispatch window to be processed. Michael explained this at the time and also that he could not guarantee delivery by Friday. I understand this was not ideal for your needs and you therefore asked to cancel your order, which was actioned immediately.

I also accept your point about communication. We should have provided clearer order updates and responded more promptly to your messages. That is not the standard we aim for and we are reviewing how we communicate during peak periods and after bank holiday closures so customers get more timely updates.

For future reference, if you need an item urgently, we do offer an expedited delivery option on orders placed before 3pm which provides same day dispatch and next day delivery.

We apologise that we did not meet your expectations on this occasion and we appreciate you taking the time to share your feedback. If there is anything further you would like us to check for you, please reply with your order number and we will help.

Kind regards,
Allan