I find it easy to contact them. Their telephone number is always available so even if you are not in to computers and 'chatting' online, you are able to call them, which is what I prefer. I have my m... Ver mais
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Leia as opiniões dos outros
I've been using RX Live to fulfil my regular pharmacy needs for about six months. I have complex health issues, so my repeat prescription list is a lengthy one. RX Live are head and shoulders above... Ver mais
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Appalling service. Got free through my work related free medical insurance. Have now been made redundant and no longer have access to the app. Ive also moved. They refuse to cancel the service and kee... Ver mais
A empresa respondeu
Excellent service from RX Live Pharmacy. The team are always very helpful, professional, and quick to resolve any issues. My prescriptions are delivered on time, and communication is always clear and... Ver mais
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Informações sobre a empresa
Escrito pela empresa
RXLive is a NHS regulated & General Pharmaceutical Council registered pharmacy. RXLive free telephone, online and app service helps you stay in control of your prescriptions. Order your NHS prescription's over the phone, online, on our app available on the google & apple store or join our RXLive care plus automatic reminder service for free, for you or your family members. We arrange & manage your NHS prescription electronically with your GP surgery and have your prescription medicine delivered to your door for free with no hassle. Our customer service we believe is second to none, we always will call you when you first sign up with us to understand your prescription needs so you never run out of your medicine and run a prompt delivery service using guaranteed royal mail tracked 24 & 48 will full audit trails. We provide a same day delivery service, using our own delivery drivers around Croydon & Sutton boroughs and more areas!. We would love to help you! Sign up now at www.tinyurl.com/RXLiveSignup or have a look at our website at www.rxlive.co.uk
Informações de contacto
3-4 chalice close, sm6 9ru, wallington, Reino Unido
- 08002800808
- support@rxlive.co.uk
- rxlive.co.uk
4,0
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694 opiniões
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Gone exceptionally DOWNHILL
Used them for over a year, they used to be great but gone down hill!
Recently when THEY didn’t communicate properly they then tried to make me think it was my fault, but in fact they didn’t read the messages properly. Made me think medication was on the way when it wasn’t. Leaving me 3 days without a drug I carry a warning card for as I can’t stop taking it. Suddenly I was getting rude responses which makes me think they have changed staff. Medication for a disease I didn’t ask for, is not a luxury, it’s a necessity for me unfortunately. I would rather not be a customer for any pharmacy at all, but that’s what we are.
Maybe now I should mention the time they sent me a full box of someone else’s medication? Complete with that persons date of birth and address etc.
Whoever the new staff are, they need sacking.
8 de março de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
We're truly sorry to hear about your recent experience and understand how frustrating and concerning this must have been for you. Ensuring clear communication, timely medication deliveries, and patient safety are our top priorities, and we sincerely regret that we did not meet these standards in your case.
We take these matters very seriously, especially regarding prescription errors and customer service issues. If you're willing, we’d like to investigate this further to ensure it doesn’t happen again. Please reach out to our team at support@rxlive.co.uk so we can look into this as a priority.
We reached out to you via in-app live chat to resolve this issue and want to assure you that we are actively taking steps to train our new staff as we continue to grow. As a valued long-term patient, it truly saddens us that you feel this way. Your feedback is incredibly important to us, and we are committed to learning and improving. Our manager has already emailed you to address this matter promptly, and we sincerely hope you’ll give us the opportunity to make things right. You should never feel this way, and we deeply appreciate the trust you’ve placed in us over the years.
Your feedback is invaluable, and we appreciate you bringing this to our attention. We’re committed to making improvements and would like the opportunity to make things right.
Kind regards, RXLive Customer Support team
When I run short of medication they…
When I run short of medication they answer promptly and quickly and always make sure I get what I need to continue. I a pleased they are there
4 de março de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Mr Bridges as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
All I can say is don't do it
All I can say is don't do it. Yes, you MIGHT get your prescription delivered for free, eventually, but likely to face many issues, frustration, have to chase them with phone calls and chat messages, medication going to the wrong address, partially filled medication leaving you with the problem of sorting it out, delayed responses on chat so you are forced to phone them, and rude responses from customer service that find a way to make it somehow YOUR fault for everything. For example, when they delivered only some of the medication in the prescription, they made it my fault for not telling them I needed the actual prescription (in full) sent to me? What? And not only that, nothing to tell me when and if they will fulfill it. Left hanging. Told I have to call my GP and ask for it to be sent again! What? And over chat telling me I should have somehow told them I actually need the full amount? What? Ridiculous.
And wait, let's see how they respond on here, let's see how they make all this my fault.
The website functionality is not what it should be.
So if you want frustration, anxiety, extra problems then they are the pharmacy for you.
Simply put, you cannot trust them to fill your prescription and deliver it to your address.
Update: 01 March 2025
1. 26 Feb script approved by my GP and sent in the morning to RXLive.
2. 27 Feb nothing shown in RXLive so I phoned and had to ask if you had it, and told you I needed it right away before travelling and if you didn't have it I'd go somewhere else. You said you had it and it would be sent next day.
3. 28 Feb it arrives with only 8 out of the 24 filled.
4. 28 Feb I call again to ask and you say you or I have to request it again from the GP.
5. 1 Mar another 8 out of 24 arrives. Still not the full prescription. Nothing in the system tells me any of this.
I now ask that you delete my account and remove my data. No response.
Guess you think I'll take down my review if you call me unreasonable and disrespectful. I won't.
28 de fevereiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
We understand your frustration and truly appreciate your feedback. However, we would like to clarify that your prescriptions were sent to us on the 26th and dispatched on the 27th at no cost to you as part of a partial order. Since you placed your order directly with your GP, we were only able to process it once we received the prescription on the 26th. As soon as we received it, we promptly dispatched it for next-day delivery.
Given these details, we believe this review may not accurately reflect the process and timeline of your order. However, we are more than happy to assist you if you experience any issues. Please don’t hesitate to contact our customer service team so we can work toward a resolution.
Thank you. After reviewing call recordings from yesterday, we found your behavior toward our team to be highly unreasonable and disrespectful. We prioritize the well-being of our staff, and as a result, we are proceeding with closing your account. Our free service is designed for those who value and appreciate it, and in this case, our team has strictly followed our procedures. Other services typically charge for deliveries, yet we have provided them to you free of charge within 12 hours of prescription approval.
We are happy with your point of view and will take it on board, your sole review will not prevent us from improving in the future or growing as one of the UK's leading online pharmacies.
If you need any further clarification or support, please let us know.
Kind regards,
RXLive Customer Support
Had repeated late prescriptions
Had repeated late prescriptions, running out of critical medication and left for days without on multiple occasions.
The website is dated and lacks on functionality. Upon multiple requests the support team have still not complied with my request to no longer manage my prescriptions. I was told to change the pharmacy, but the website does not offer that option. I have had to ask my surgery to change the pharmacy service used.
But that still wasn't enough, it has literally just requested a repeat that I don't need, because I have too many already because of this service, which has meant I've had to ring my surgery today and have it cancelled.
But I cannot see any information of the settings showing what triggered it, it just appears as an order and I can see the email request.
Then just to add to the annoyance, the mobile app does not support a 2 year old Google Pixel 7 device. Given the app is supposed to be a major selling point, not supporting relevant devices is terrible.
If you don't need prescriptions on time but want a free service for delivery, great, otherwise totally undependable and inexplicably terrible support.
I've now taken to emailing support to ask for my account to be deleted, let's see if they comply with my request.
UPDATE - 14/02/25 - Despite the comment from RXLive below, my account has still not been deleted. I've had to login and submit yet another request to have my account deleted.
11 de fevereiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration caused by your experience with our service, including prescription processing, system functionality, and app compatibility.
We can confirm that your account has now been closed as requested, and you will no longer receive any prescription requests or communications from us.
To clarify, our service relies on prescriptions issued by NHS GPs, and we can only dispense medication once a valid prescription is received. While we strive to deliver on time, any delays in receiving prescriptions from GP practices can sometimes impact this process.
We appreciate your feedback and will continue working to improve our service. If you need further confirmation or assistance, please don’t hesitate to get in touch.
Kind regards,
RXLive Patient Support
RXlive have been told numerous of times…
RXlive have been told numerous of times that I don’t want them dealing with my repeat prescription, as it’s not working out for me. I want to go back to my original pharmacy. But RXlive won’t listen and they nominate themselves and pushing in and taking my prescription off my original pharmacy. My pharmacy have spoken to them and since then RXlive have done it again . why won’t you listen when I say I want to cancel.
17 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
We’re sorry to hear about your experience and understand how frustrating this situation must be for you. We take patient choice very seriously and would never want to cause any inconvenience.
We have removed you from our record and I can see your pharmacy has been with your new chemist since 15.01.25 we no longer handle your prescriptions.
Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.
Kind regards,
RXLive Patient Support
Shocking Service
Dealing with all the medication needed to keep my diabetes under control for the last 30 years. I was looking for a new way to smooth the process of the repeat prescriptions.
Reading the reviews online and RXLive Pharmacy home delivery seemed the answer. The set up process was straight forward and they were extremely fast in contacting my GP surgery and became my pharmacy with in 24 hours of me filling in my details online.
So fast in fact they intercepted a repeat prescription from myself to my GP for a sensor. Which got delivered 9 days later.
I wanted to test RXLives service before I was in a position where I needed insulin or other critical medication.
I Decided to test them with a box of needles. Every diabetic out there will have a few spare ones and a late or no show prescription wont hinder their health. I thought it only fare to contact RXLive and tell them this first prescription is a test of their competency.
After 1 week I phoned and chased. This is where they first showed their inability to hold themselves accountable and instantly started blaming my GP surgery for not signing the prescription. I asked have they prompted them in the last 7 days and if so cc me into the correspondence. They said they would but didn't. I picked up the vibe of a complete lack of self confidence from them and even asked if they wated me to prompt the surgery for them.
I really wanted them to be successful. Even though the online system was saying the needles were delivered to the house I still hadn't received them by the morning of day 10 from request.
I phoned again on day 10, this being a Friday morning. On this occasion I lied and said I was now desperate for my medication and as I can not dispense my insulin with out them. I was given reassurance I would get it Sat morning at the latest. Saturday came and went as did Sunday.
I Phoned RXLive again Monday morning and after explaining my situation they again avoided accountability and blamed the royal mail not working the weekend.
Absolutely Shocking Service.
The needles finally arrived lunchtime on day 13 from ordering online.
I am so glad I tested them before ordering insulin or other critical medication otherwise I would of ended up in hospital.
Now take a moment and read RXLives response to this review. I bet it will read its ever bodies else's fault apart from theirs. Every thing from first prescription glitzes to the post man getting a flat tyre.
AVOID THIS COMPANY.
3 de fevereiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for sharing your experience with us. We’re genuinely sorry that we didn’t meet your expectations during this trial period, especially when it comes to something as critical as your diabetes management. We completely understand how vital it is to have reliable access to medication, and it’s frustrating to know we fell short in this regard.
It seems there were some miscommunications along the way—especially with your GP and the delivery process—that ultimately impacted your experience. We also hear your concerns about accountability, and that’s certainly not the level of service we aim to provide. Rest assured, we’re actively reviewing our internal processes and communication with both patients and healthcare providers to make sure this doesn’t happen again.
We really appreciate you taking the time to share your feedback. It’s invaluable as we continue to improve our service. We’re committed to refining our delivery and prescription management so future patients don’t encounter the same issues.
Here’s a breakdown of your recent orders:
We received the needles on the 23rd and delivered them on the 28th.
The next order came in on the 28th and was delivered on the 1st.
This is a free service, and both of these deliveries were scheduled for next-day shipping. We’ve been operating for over 10 years and handle 50,000 prescriptions a month. While we take pride in being responsive to patient needs, we understand your frustration. Unlike traditional pharmacies that charge for delivery, RXLive was designed as a solution for those who can’t afford these extra costs.
I suggest you give us one more try to order your insulin can guarantee you will get it for the next day providing your GP supplies your prescriptions in a timely manner.
Again, we truly regret the inconvenience you experienced. If you’d like to discuss this further or have any other concerns, please don’t hesitate to reach out. We're here to help!
Kind regards,
RXLive Patient Support
It’s easy to get in touch with my local…
It’s easy to get in touch with my local RxLive representative and he’s always quick to respond to my queries. It’s so nice to have my prescriptions delivered to my door instead of travelling to the pharmacy and hoping that they’re ready.
23 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Ms Robertson as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
Good service at this pharmacy quick…
Good service at this pharmacy quick service
3 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Mr Valaand as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
A truly excellent online pharmacy for your NHS Prescriptions
A great online pharmacy service
Not only do my wife and I receive every month our prescription meds on next day Royal Mail delivery, they come ready sorted on Dosette boxes to make it easy to take the right tablets at the right time.
I was also very pleased when I was prescribed some eye drops that had to be stored at a low temperature to find they RX package them in a well insulated cold pack
If there’s anything you need quickly you can email or chat with your support guy
1 de julho de 2024
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Mr Hitch as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
Very disappointed
I have used RX Live for a few years, and my prescriptions were always sent automatically, I did not have any say in what prescriptions I wanted which resulted in a build up of medications. I tried to rectify this endlessly but the issues continued.
A certain medication would not be sent in time, which I would have to go for a few days without which impacted my health. I have cancelled my account and moved to a different provider where I have control over what I need to order. The customer service was poor and I would not recommend this service from this provider.
16 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused and want to assure you that your concern has been escalated to our Head Pharmacist, who will be in touch with you shortly to ensure the issue is fully resolved.
We have reviewed your account you have been a patient for us for over 3 years and it is a shame this is a first review from you after delivering over 50 parcels to you, we would like to clarify that the automated reminder service is designed for you to review and inform us of any required changes. If no updates are provided within 3 days, your medication will be processed and ordered as per the system's default.
Please note that the automated reminder is intended to prompt the patient to take action. From our records, we have consistently responded to your requests and have dispatched your medications via next-day delivery.
We wish you the best of luck with the new service you’ve recently signed up for and remain available should you need further assistance.
We greatly appreciate your patience and understanding.
Kind regards,
RXLive customer support
Long term customer - very happy!
I have been using RX Live for about 6 years now. They are really great. My repeat prescriptions are sent automatically and they send updates at each stage so I can see when the prescription is requested, authorised, sent etc. As a result I have NEVER run out of my essential medication, which is fantastic!
On the rare occasion one of the medications is unavailable they also keep me fully informed, and when I have called them to ask for something to be sent urgently they have been so helpful. I’ve recommended them to friends and family and now to you! They really do make my life so much easier.
13 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Mrs Schmidt as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
Avoid Avoid
If you value your sanity please do not deal with this company. They are breathtakingly unprofessional and their customer service personnel are so totally incompetent and seem unable to comply with the simplest request (I.e. several requests to NOT send a particular medicine were completely ignored). However this week their incompetence has reached even greater heights - one week after sending me a two month supply of medication they have sent me another two month supply. Despite the fact that I told them not to send the medication they completely ignored my request and sent it anyway. The customer service department have told me that someone would call me to discuss. Am still waiting. So frustrating.
4 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused and want to assure you that your concern has been escalated to our Head Pharmacist, who will be in touch with you shortly to ensure the issue is fully resolved.
To assist us in resolving this matter as quickly as possible, please bare with us whilst our team resume normal service back on Monday due to the holidays. I can see you have been our patient providing you with free deliveries for over 5 years. I do apologise this is your first review of our service across 5 years and you feel you have to negatively review us.
Please note that our phone lines have remained open throughout the festive season, except on the 25th, 26th of December, and 1st of January. Our team has been working tirelessly to deliver medications free of charge during the holidays, and we are committed to resolving your concern without delay.
We greatly appreciate your patience and understanding.
Kind regards,
RXLive customer support
Avoid this service
Avoid this service! They are deceptive and instead of being honest about potential delays, will assure you that your medication will arrive on time. However, it will be delayed, leaving you without the essential medication you need, potentially causing harm to your health.
4 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused and want to assure you that your concern has been escalated to our Head Pharmacist, who will be in touch with you shortly to ensure the issue is fully resolved.
Referring to your account we only got the prescription on 3rd and packed it yesterday for it to be delivered on Tuesday. Only today you reached out to the team about this. As advised if you do call NHS 111 they are able to supply it locally. I can see you haven’t had this issue before and should have you informed us earlier we could have sent it on a special delivery for free to arrive today.
Please note that our phone lines have remained open throughout the festive season, except on the 25th, 26th of December, and 1st of January. Our team has been working tirelessly to deliver medications free of charge during the holidays, and we are committed to resolving your concern without delay.
We greatly appreciate your patience and understanding.
Kind regards,
RXLive customer support
Second review as I can’t reply to the…
Second review as I can’t reply to the first
Shocking company that does not send out your medication even though they say they have, someone replied to me on here last time and promised to sort, sent out my missing items, to find that there missing from this delivery as well, my advice is do not use this company and go elsewhere
2 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused and want to assure you that your concern has been escalated to our Head Pharmacist, who will be in touch with you shortly to ensure the issue is fully resolved.
To assist us in resolving this matter as quickly as possible, we kindly ask that you email us urgently at support@rxlive.co.uk with your full name and contact details. This will allow us to promptly identify your account and proceed with resolving the issue. Once we receive your email, the pharmacist will contact you directly to address the situation. We can deliver tomorrow morning.
Please note that our phone lines have remained open throughout the festive season, except on the 25th, 26th of December, and 1st of January. Our team has been working tirelessly to deliver medications free of charge during the holidays, and we are committed to resolving your concern without delay.
We greatly appreciate your patience and understanding.
Kind regards,
RXLive customer support
I received my medication very quickly…
I received my medication very quickly and the customer service staff is excellent. Highly recommended
2 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Mrs Wong as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
Resposta da RXLive Pharmacy
Thank you so much for your kind words Rahul as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
RXLive are fantastic
RXLive are fantastic. They are accurate, speedy and communicate in a timely and professional manner. I would highly recommend!!
2 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words James as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
STILL no working android app
Still trying to iron out a few hiccups with all my meds.. I haven't recieved some meds and have felt terrible thru Xmas and new years as my stomach burned and was unable to eat anything due to meds nit being delivered.. All I got was about 10 emails altogether cancelling orders which made no sense to me... Also I find it impossible to cancel any meds which I've listed with typos or errors.. Even after sending emails.. It doesn't help that it still doesn't have a usable app for Android which is irritating. I could speak to an operator but I expect to have a working fully functional app so I don't have to call and speak to a person to correct things every time...as I had to wait all thru Xmas and new years holidays to be able to call someone. I will change my review once they manage to correct my meds and deliveries or else I will have to look for another online pharmacy
2 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused and want to assure you that your concern has been escalated to our Head Pharmacist, who will be in touch with you shortly to ensure the issue is fully resolved.
To assist us in resolving this matter as quickly as possible, we kindly ask that you email us urgently at support@rxlive.co.uk with your full name and contact details. This will allow us to promptly identify your account and proceed with resolving the issue. Once we receive your email, the pharmacist will contact you directly to address the situation. We can deliver tomorrow morning.
Please note that our phone lines have remained open throughout the festive season, except on the 25th, 26th of December, and 1st of January. Our team has been working tirelessly to deliver medications free of charge during the holidays, and we are committed to resolving your concern without delay.
We greatly appreciate your patience and understanding.
Kind regards,
RXLive customer support
My experience of RXLive has always been excellent they always send my preindustrial time and if there have been any problems they’ve been sorted out straight away very happy with RXLive thank you
My experience of RXLive has
1 de janeiro de 2025
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you so much for your kind words Mr Dinnage as a patient of ours we are really proud to have you and thank you for your support. We really appreciate you taking the time to share your experience with us and look forward to quickly delivering your medication! Really happy, we have designed RXLive around our patients and we want our patients to feel they have a pharmacy or pharmacist at hand! we really care about our patients and this helps our team feel great after reading this. We are proud to have you as a patient and support our service. Have a lovely day! Kind regards, RXLive Customer Support team
Avoid if you need medication
Avoid if you need medication in any reasonable time.
Abysmal service and outrageously poor customer service.
Took over a month from 'order approved' notification to deliver my medication and needed chasing every time. I made allowances for new set up but gave up after 3 months of nonsense. I was only given excuses every time that made no sense and only after I had chased my medication. Problems were never mentioned in advance if they existed, so they could be resolved in anyway and improve the service.
Customer service is only answered by one advisor, who is impossible to deal with, he does not read emails, doesnt look into anything and does not answer any questions - only has the same stock answer of "it will be sent tomorow".
I hate to think what would happen if people taking critically needed medicine attempted to use this service.
Edit: Amazing that RxLive managed to respond to this negative review in a record time of 33 minutes, far better than the service I ever received. I did send my concerns to your support email and never received a reply, when I chased i got one from the same advisor who was the problem so it was pointless.
The response again does not reflect anything I was told previously. Also please reflect on your loss of £20 as this is again due to the inefficiency of your advisor - who I had previously informed I wanted to cancel and so had already given you notice - but again, he ignored what was asked in the emails. This further proves the farce I have endured.
1 de dezembro de 2024
Opinião espontânea
Resposta da RXLive Pharmacy
Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and frustration you’ve experienced with our service.
We understand your concerns regarding the delays in receiving your medication. Unfortunately, as your GP does not provide electronic prescriptions, we must rely on postal services for the freepost envelopes to process your prescriptions. This can extend the process by up to a week, and we acknowledge the significant impact this has had on your experience.
We’d also like to note that the freepost envelopes provided were valued at £20. As the service was canceled after just one delivery without payment, this cost has regrettably resulted in a loss for us. We would have appreciated earlier notice of your intention to cancel.
To clarify, during the two months in question, we did not receive the physical prescriptions from your GP. While the app may show an “Order Approved” status—indicating your GP has prepared the prescription—this does not mean we’ve received it. As your GP does not send electronic copies, there is often a delay in posting, which impacts the speed of our service.
We are truly sorry if our responses have seemed unhelpful or lacking in thoroughness. We are actively reviewing our processes to provide clearer communication and timelier service. Our personal advisor approach is designed to ensure continuity of care, and we remain committed to delivering the highest standard of support to our clients.
Additionally, we kindly ask that our advisor's name be removed from your review, as per Trustpilot’s policies. If the name is not removed, we may have to flag the review for compliance. We appreciate your understanding in this matter.
We value your feedback and are committed to addressing your concerns. If you would like to discuss your experience further, please don’t hesitate to contact us directly at support@rxlive.co.uk.
Thank you, we are here to learn and respond a Manager will call you in the morning and see if we can get this resolved I certainly think it is possible. In addition, thank you for removing the name.
Once again, we apologize for the difficulties you’ve encountered and thank you for your patience as we work to improve.
Kind regards,
RXLive Customer Support
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