Weldricks Pharmacy Reviews 83.684

Antwoord van Weldricks Pharmacy

Geüpdatet op 18 mrt 2026

Dear Stephanie Ballinger,

Thank you for sharing your feedback. I am sincerely sorry for the stress and frustration this experience has caused you, particularly given the importance of your dog’s medication. I completely understand how distressing it is to be waiting for essential treatment, and I offer my apologies for the lack of proactive communication you received.

I have looked closely into your order to understand where the confusion occurred. First, I must clarify the process for Controlled Drugs. Under strict UK regulations, a pharmacy must be in physical possession of the original, ink-signed paper prescription before we can legally dispense and dispatch the medication.

While you successfully uploaded a copy of the prescription, I note that seeing the initial status as ‘checked’ and ‘approved’ by a pharmacist led you to believe the order was moving toward dispatch. This initial verification is mandatory; a technician or pharmacist must check the clinical details on your upload for safety. It does not, however, bypass the legal requirement for the physical document.

We do endeavour to make this mandatory requirement extremely clear at the point of ordering, specifying directly on the product page and again during the checkout process—as noted in the warning shown—that Controlled Drugs can only be processed and dispatched on receipt of the paper copy. I am truly sorry that you missed this instruction at the time.

Most importantly, however, I would like to apologise for the two-week delay in our team reaching out to you. Regardless of the instructions provided during ordering, we strive to follow up promptly if an original prescription has not arrived. It is unacceptable that you were left waiting without updates and had to chase us. I have shared your comments with our Customer Service and Dispensary managers to ensure we implement more robust proactive reminders for held orders.

I have arranged for a member of my team to contact you to ensure you are updated on the refund and to see if there is anything further we can do to assist you.

Kind Regards,
Sarah

Antwoord van Weldricks Pharmacy

Geüpdatet op 18 mrt 2026

Dear Kay Ahmadani,

Thank you for taking the time to share your feedback. I was very sorry to learn of the stress and anxiety caused by the time taken to receive your dog’s medication. I completely understand how worrying it is when managing a condition where seizures are a risk, and I sincerely regret that our service on this occasion did not meet your expectations for an urgent requirement.

I have looked closely at the timeline of your order to provide some clarity on the process. As you mentioned, this order was for a Controlled Drug. Under UK law and for the safety of your pet, we are strictly required to be in physical possession of the original paper prescription before we can legally dispatch the medication. While we allow for an initial upload to begin the clinical checks, we do highlight during the checkout process that the hard copy must be received by us in the post first.

Your order was placed on Thursday 5th March, and we received your paper prescription in the post on Monday 9th March. Once received, every prescription must undergo a series of mandatory safety checks. I can see that your order was clinically approved by our pharmacist on Tuesday 10th March and moved to our dispensary for assembly.

We state on our website and in our communications that customers should allow 3–5 working days for processing once the prescription is received. Your medication was dispensed and undergone its final pharmacist safety check by Saturday 14th March, which falls within that 5-working-day window. It was then dispatched on Monday 16th March.

I am sorry that the combination of the postal time for the prescription to reach us, followed by our standard dispensing window, resulted in a longer wait than you had anticipated. We do our best to be transparent about these timeframes so that customers can plan accordingly, especially for critical medications, but I appreciate that in an urgent situation, this can feel like an unnecessary delay.

I have shared your comments with our pharmacy manager to see if there are any ways we can further highlight the specific requirements for Controlled Drugs to new customers in the future.

I have arranged for a member of my team to contact you to ensure the medication has arrived safely and to see if there is anything further we can do to assist you.

Kind Regards,

Sarah

Antwoord van Weldricks Pharmacy

Geüpdatet op 18 mrt 2026

Dear Dave,
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,
Sarah

Dear Dave,

Thank you for taking the time to leave your review. I am sincerely sorry to learn of the frustration and concern caused by the stock issue regarding your dog’s medication. I completely understand that for a pet, medicines are critical, and any delay in sourcing them is deeply distressing.

I have looked into the timeline of your first order to understand why this was not identified sooner. Your order was placed on Monday 9th March, and as a registered pharmacy, we must clinically verify all prescriptions before they can be dispensed. Your prescription underwent these mandatory safety checks by our technician and pharmacist on Wednesday 11th March.

It was only when the order reached our physical dispensary on Thursday 12th March that it was identified that the stock was unavailable until April. I am very sorry that our website indicated the item was in stock at the time you placed your order. While we strive for real-time accuracy, occasionally supply chain variables or simultaneous orders can create a discrepancy. I also appreciate that waiting until Thursday for this update cost you valuable time in sourcing the medication elsewhere, and for that delay, I offer my sincere apologies.

Our records show that the order was aborted on Thursday afternoon as soon as the shortage was confirmed to allow you to seek the medicine locally. I have shared your feedback with our dispensary and management teams to investigate why you were not notified sooner on the true availability, as we never wish to provide misleading information to our customers.

I have arranged for a member of my customer service team to contact you to ensure you are satisfied with how the cancellation was handled and to see if there is anything further we can do to assist you.

Kind Regards,
Sarah

Antwoord van Weldricks Pharmacy

Geüpdatet op 18 mrt 2026

Dear SH,
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,
Sarah

Dear SH,

Thank you for sharing your feedback. I was very sorry to learn of your disappointment regarding the delay in receiving your order and the frustration caused by the lack of communication you experienced.

I have looked into the timeline of your order to understand where we fell short. Your order was placed on Wednesday 4th March and as a registered pharmacy, all prescriptions must undergo a rigorous clinical safety check. I can see that your prescription was checked by our technician and approved by our pharmacist on Wednesday 11th March, following your contact with us.

I note that when you spoke with our team on the 11th, we looked to fast-track the dispensing process; however, I am truly sorry that the medication had still not been dispatched by Monday 16th March. I completely understand that when it comes to your dog’s health, a 12-day wait is far from ideal, and this is certainly not the level of service we aim to provide to our customers.

Following your call to our Customer Service team on Monday morning, I can confirm that your order was aborted and a full refund was processed immediately.

As a family-owned business, we take great pride in our service, and I am disappointed that we have let you and your pet down on this occasion. I have shared your feedback with our dispensary and customer service managers to ensure we review our internal processing times and communication standards for customers.

I have arranged for a member of my team to contact you to ensure you are satisfied that the refund has been handled correctly and to see if there is anything further I can do for you.

Kind Regards,
Sarah

Antwoord van Weldricks Pharmacy

Geüpdatet op 16 mrt 2026

Dear Robert Caldwell,

Thank you for taking the time to leave your review. Please accept this message as an acknowledgment that I have noted your feedback. When our customer service team returns to work, we will review the full details of your order and provide a full and informed response to you.

​Kind Regards,
Shirley

Dear Robert Caldwell,

Thank you for taking the time to leave your review. Please accept my sincere apologies for the stress and concern this delay has caused you and your dog. I completely understand that when it comes to managing a condition like epilepsy, receiving medication on time is critical, and I am truly sorry to learn that your dog is currently without his medicine.

I have looked into the details of your order to understand the timeline of events. While your order was placed and the prescription was sent on Monday 9th March, there is a necessary clinical process that must take place once a prescription is received. Our records show the prescription was attached to your order on Tuesday afternoon and underwent rigorous safety checks by our technical and pharmacy teams, receiving final pharmacist approval on Wednesday 11th March.

I am also sorry that our response to your email reached you after this review was posted. We aim to respond to all queries as quickly as possible, and I note that I replied on Friday afternoon to clarify these timeframes. As the medication is for a chronic condition, if you have not already done so, we would strongly recommend contacting your vet to request a small emergency supply to ensure your dog’s treatment is not interrupted while your order is in transit.

I have arranged for a member of my customer service team to contact you directly to ensure you are updated on the dispatch and to see if there is anything further we can do to support you at this time.

Kind regards
Sarah

Antwoord van Weldricks Pharmacy

Geüpdatet op 13 mrt 2026

Dear Consumer
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,
Sarah

Dear Consumer
Thank you for taking the time to share your experience and I am very sorry to learn of the problems you encountered with your first order from us.
I am pleased to hear that uploading your vet’s prescription and placing the order was straightforward. However the service you received after that point fell below the standard you were entitled to expect from us.
I am sorry that our confirmation email was unclear and that when you contacted us for reassurance you were not given the level of support and care you should have received. I am also very sorry that your order was then delayed without proper communication and that you were left having to contact us again after your dog had run out of medication. I fully appreciate how concerning and frustrating that must have been.
I can see that one of my colleagues investigated the matter when you called on Saturday, located your order, expedited its dispatch so that it reached you on Tuesday and refunded your delivery fee.
You were also promised a call back to explain what had gone wrong and I am sorry that this did not happen. That lack of follow through was not acceptable and I understand why it left you with such a poor impression of our customer care.
We have recently transitioned into our extended veterinary dispensing facility here in Doncaster. This move is intended to improve our overall delivery timeframes. However while we adjust staffing roles and complete essential training, some orders are unfortunately taking longer to process than normal.
That said, I fully recognise that this does not make up for the inconvenience caused, the worry created and the poor communication you experienced throughout.
Please accept my sincere apologies. Your feedback has been noted and will be used to review both the handling of this order and the communication given by our team so that we can reduce the risk of this happening again.
I have also asked a member of our customer services team to contact you to make sure you are satisfied with my explanation and the actions taken and to see whether there is anything further we can do to help.
Thank you again for bringing this to our attention.
Kind Regards
Sarah

Antwoord van Weldricks Pharmacy

Geüpdatet op 18 mrt 2026

Dear April100,

Thank you for taking the time to leave your review. I was very sorry to learn of the difficulties you have experienced with your first order and the subsequent trouble you have had in reaching our team; this is certainly not the level of service we aim to provide to our customers.

I have attempted to investigate the status of your order so that I could provide you with a full update. However, as there is no order reference or full name attached to your review, I have unfortunately been unable to locate your account on our system.

I completely understand your frustration and concern, especially as your dog has now run out of her medication. We typically ask for 3–5 working days to process prescription orders, but an 8-day period without communication is not our standard practice. Furthermore, I am very concerned to hear that you were unable to reach us via our webform or telephone. While our pharmacy lines can become very congested during peak times, it is never our intention for a customer to be cut off, and I will be raising this with our technical and customer service teams to ensure it is investigated.

We would very much like the opportunity to put this right for you immediately. Could I please ask you to contact our team directly at complaints@weldricks.co.uk or call us on 01302 369121? If you can provide your order number or the email address used for the order, we will make it a priority to find out what has happened and resolve this for you.

Please accept my sincerest apologies for the stress and inconvenience this has caused you and your pet.

Kind Regards,
Sarah