RXLive Pharmacy Opiniões 693

Resposta da RXLive Pharmacy

8/01/2026

Thank you for sharing this feedback — I’m genuinely sorry to hear about your experience, and I completely understand why you’d feel frustrated.

First, I’m really pleased to hear that Thomas has been proactive and supportive — I’ll make sure this is passed on. However, I want to apologise for the lack of response via live chat. Waiting 10 days with no reply is not acceptable, and I agree that if a service is being offered it should still be reliable and set with realistic expectations. I’ll escalate this internally so we can review what happened and improve response times going forward.

Regarding your medication being dispensed from different manufacturers, I appreciate how disruptive this can be — particularly while you’re being titrated. Consistency is important and changes in manufacturer can understandably affect how a medication feels and how confidently it can be monitored. This shouldn’t feel random or unprofessional, and I’m sorry that it has.

If you’re happy to share the medication name(s), I can arrange for our team to note your preference for consistent manufacturers where possible and look into what happened with the most recent supply, as well as ensure your next dispensing is handled more appropriately.

Thank you again for raising this — we do take it seriously, and I’d like to help get this resolved for you as quickly as possible.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

19/12/2025

Thank you so much for your kind feedback. We’re really pleased to hear that our team has been able to support you and make managing your prescriptions as smooth as possible. Our live chat is there to help quickly resolve any issues, and we’re glad it’s been useful for you. Thank you for choosing RX Live — we truly appreciate your trust.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 19/12/2025

Thank you for your feedback.

We would like to clarify that this matter does not constitute a GPhC issue. No claim has been made for this prescription, and therefore no regulatory breach has occurred. If you prefer, you may request that the prescription token be returned to the Spine. Please note that the GPhC does not assess pharmacies based on delivery times, as it recognises that delays can occur due to stock availability.

The dates are incorrect I am afraid, we only got the prescription in December and not November. I believe there is a serious confusion here. We have tried to call you and we will try again today.

Throughout this process, we have kept you fully informed. This includes a live chat update on Wednesday explaining the stock situation, multiple telephone calls between 9:00–10:00am, and a proactive email sent today without any prompt. We only escalate calls when delays are caused by a complete stock issue, which was the case here.

As previously explained, this formula is not manufactured or held onsite by us and must be ordered directly from the supplier. Following confirmation that stock has now arrived with the manufacturer, your order is scheduled for delivery on Saturday.

The delay has been caused by a national shortage of the prescribed formula. This is clearly stated on our delivery website, where all orders are subject to stock availability. We have been awaiting supply from the manufacturer and have now been advised that new stock is arriving today.

We fully appreciate how stressful delays can be, particularly when they relate to an infant’s formula, and we sincerely empathise with your concerns. However, this delay has been entirely outside of our control. Please be assured that we dispatch all items immediately once stock becomes available and would never intentionally delay a patient’s medication.

Given the length of time you have been with us, we are disappointed that a delay of three working days—caused by national supply issues—has resulted in such a negative experience, as this does not reflect the level of service we strive to provide.

For transparency, we are able to provide evidence of our attempted and completed calls should you wish for this to be shared. This is not about shifting responsibility; rather, no pharmacy can supply items that are unavailable from the manufacturer. As advised, your prescription was received on Friday, ordered on Monday, and we were informed it would arrive between Thursday and Friday. No claim has been submitted for this prescription. If an earlier requirement had been communicated, we would have advised accordingly. We just want to make it clear the prescription has been with us for less than 7 days, we will only inform you after 7 days, you’re clearly able to see in the app where your prescription is and as a patient you can contact us within that 7 days to find out the issue, the app will automatically email if your prescription goes past the delivery date. In this case it hasn’t gone past that date.

If you would like to discuss this further, please contact us directly and we will be happy to assist.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

4/12/2025

Thank you so much for your wonderful feedback! We’re really glad to hear that you’ve had such a positive experience with our service.

Thank you for your review,

Our goal is to make sure every patient feels supported and cared for, so it’s great to know that the follow-up calls, named contact, and delivery experience have all been helpful for you.

If you ever need anything or have any questions at all, we’re always here and happy to help.

Thanks again for taking the time to share your experience!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 28/11/2025

Thank you so much for your kind words and for taking the time to share your experience with RXLIVE. We are truly delighted to hear that you’ve been receiving your medications smoothly and on time.

Our team works hard to ensure that every delivery is reliable and that any queries are resolved quickly, so it means a lot to know that this has made a positive difference for you. We’re especially glad to hear that you find our service friendly and helpful.

We really appreciate your continued trust and loyalty. If you ever need anything at all, please don’t hesitate to get in touch — we’re always here to help.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 26/11/2025

We’re very sorry to hear about your recent experience, and we truly appreciate you bringing this to our attention. This is not the level of service we aim to provide. Our manager will be in touch with you shortly, and we have already requested additional information so we can investigate this matter urgently and understand what went wrong.
We would also like to clarify that orders do not typically take two weeks. Once all details are confirmed, we deliver the next day.

If there was a delay, it may have been due to a few possible factors:

New accounts may require address confirmation. In addition accounts need to be set up as instant dispatch.

Items may have been out of stock, in which case we begin sourcing them immediately. Our team will always call you to offer suitable alternatives if this occurs.

Thank you for your patience, and we look forward to resolving this with you directly.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 25/11/2025

Thank you so much for your wonderful feedback!

We’re delighted to hear that you trusted RXLive. Providing reliable service and prompt support—especially when medication is urgent—is always our top priority. We truly appreciate your recommendation and continued support!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

20/11/2025

Hi Victoria,

Thank you so much for your kind words and for taking the time to share your experience. We’re truly delighted to hear that RX has helped remove stress from your monthly medication routine.

We know how challenging it can be dealing with delays, queues, stock issues, and the pressures of managing multiple medicines — so it means a lot to us that our service has made things easier for you. Our team works hard to ensure orders are prepared early, communicated clearly, and delivered reliably, and your feedback reassures us that we’re getting it right.

Your recommendation and personal thanks are genuinely appreciated. We’re grateful for your trust and will continue doing our very best to provide the consistent, dependable service you deserve.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

20/11/2025

Thank you so much for your wonderful feedback!

We’re delighted to hear that you and your family have trusted RXLive. Providing reliable service and prompt support—especially when medication is urgent—is always our top priority. We truly appreciate your recommendation and continued support!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

12/11/2025

Thank you so much for your wonderful feedback!

We’re delighted to hear that you and your family have trusted RXLive. Providing reliable service and prompt support—especially when medication is urgent—is always our top priority. We truly appreciate your recommendation and continued support!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

12/11/2025

Thank you so much for your wonderful feedback!

We’re delighted to hear that you and your family have trusted RXLive. Providing reliable service and prompt support—especially when medication is urgent—is always our top priority. We truly appreciate your recommendation and continued support!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

12/11/2025

Thank you so much for your wonderful feedback!

We’re delighted to hear that you and your family have trusted RXLive for the past 5 years. Providing reliable service and prompt support—especially when medication is urgent—is always our top priority. We truly appreciate your recommendation and continued support!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 11/11/2025

Good afternoon Paul,

Thank you for taking the time to write and for attaching the evidence. I’ve reviewed your email alongside the GP surgery’s confirmation, and I want to say—without reservation—that I am genuinely sorry.

You are absolutely right: we should have taken responsibility immediately and apologised for the inconvenience caused. Instead, our initial response attributed the issue to a “technical problem,” which missed the point entirely. Regardless of the reason, the impact was on you, and as Head Pharmacist, we are sorry for the issue at hand and for the unsatisfactory experience you’ve had.

After investigating the situation, I spoke directly with the verifying pharmacist and updated you via email.

I have also spoken with the team responsible for our review system to ensure the notes are corrected and reflect the accurate sequence of events.

When someone joins RXLive, my goal is for them to feel like they have a trusted family member at the other end—someone who genuinely cares about their health and peace of mind. I sincerely apologise that we fell short of that standard in your case. Normally, situations like this wouldn’t come directly to me, but when a patient has a poor experience, I believe it’s my duty to step in and make things right.

I recognise that trust is earned through actions. If you’re willing, I have emailed you a solution to make this right for you, if you can reply I would be grateful.

Again, Paul, I’m sorry. You were entitled to a straightforward, accountable response and you didn’t receive that. Thank you for bringing this to my attention; I’m using your feedback to fix our approach.

Kind regards,
Head Pharmacist
RXLive Patient Support Team

Resposta da RXLive Pharmacy

10/11/2025

Thank you so much for your wonderful feedback!

We’re delighted to hear that you and your family have trusted RXLive for the past 5 years. Providing reliable service and prompt support—especially when medication is urgent—is always our top priority. We truly appreciate your recommendation and continued support!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 6/11/2025

Good morning,

I’m truly sorry for the frustration and repeated follow-ups you’ve experienced. That’s not the level of service we strive to deliver, and your feedback about split prescriptions, stock delays, and unmet promises is very concerning to us.

We’ve escalated this to our management team to review your dispensing and communication history in detail. Our goal is to strengthen our processes and ensure this doesn’t happen again. Some of the immediate actions we’re taking include:

Syncing your repeat items so they’re sent together whenever it’s clinically and logistically safe to do so.

Improving our stock checks and updates before dispatch, especially around manufacturer back-orders.

Enhancing follow-up and communication on any delivery commitments we make.

In reviewing your account, we can see that one of the items is affected by a manufacturer supply issue — something unfortunately outside any pharmacy’s control. Our records also show that we were able to source this item through our specialist team, which is not something many pharmacies can do. We completely understand how frustrating this must be, but please note that switching pharmacies won’t resolve the shortage since the item is not currently being produced.

That said, we want to make things right and rebuild your trust. Please reach out to our Patient Care team (details available on our website), or DM us privately with your full name, postcode, and best contact number. This will help us locate your account, provide a clear explanation, and ensure a proper resolution is arranged.

Thank you again for bringing this to our attention — your feedback helps us improve, and we’re committed to doing better moving forward.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

22/10/2025

Thank you so much for your lovely feedback! We’re really glad to hear you signed up through Aviva DigiCare and that you’ve had such a positive experience with our team. I’m delighted Dylan was able to assist quickly and get everything sorted for you — he’ll be thrilled to know you appreciated his help.

We’re happy to have you with RXLive, and we’ll make sure your repeat prescriptions continue to arrive smoothly.

Thanks again for taking the time to share your experience — we truly appreciate it!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

Actualizada a 28/10/2025

Thank you for your feedback — we completely understand how frustrating it can be to keep chasing your medication. Once your account is set to auto dispatch, your prescriptions will be automatically sent for next-day delivery as soon as we receive them, so there’s no need to message us each time.

Please contact us via the in-app live chat so we can activate this for you. The priority service only allows us to order your medication in advance of your prescription, whereas auto dispatch ensures it’s processed immediately once received.

We’d also like to clarify that delivery should not take two weeks — we’ve flagged this review and will review your account with IT. Please can you confirm you're a patient at RXLive.

Update: Thank you can you just email us at support@rxlive.co.uk with the attention of Dylan of patient service manager he will get this account sorted and updated!

I can now confirm all your deliveries are set up without prompting.

We’ll make sure your account is correctly set up moving forward to prevent any further delays.

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

20/10/2025

Thank you so much for your lovely feedback!

We’re really glad to hear you’ve had a great experience with us and that we were able to get your emergency medication to you quickly. We always aim to provide the best possible service and communication, so it means a lot to know we’ve met your expectations. Thanks again for recommending us!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

17/10/2025

Thank you so much for your kind review! We’re delighted we could get your early repeat sorted within three days so you didn’t run out while away. It’s great to hear that our two-way communication made a difference for you—being responsive is really important to us.

If you ever need anything else, just drop us a message and we’ll be happy to help. Thanks again for recommending RX, and we’ll keep up the good work!

Kind regards,
RXLive Patient Support Team

Resposta da RXLive Pharmacy

10/10/2025

Thank you so much for your kind words! We’re absolutely delighted to hear that you’ve had such a positive experience with RXLive. Our team works hard to make sure every query is handled quickly and efficiently, so it’s wonderful to know that’s been your experience. Your 10/10 feedback means the world to us — thank you again for your trust and support!

Kind regards,
RXLive Patient Support Team