The Independent Pharmacy Reviews 

Reply from The Independent Pharmacy

Aug 14, 2026

Thank you for taking the time to share your feedback.

We are sorry to hear that your experience with us has left you feeling this way, particularly as a long-standing customer.

We appreciate that being asked to complete an online review for an ongoing treatment was frustrating. However, all prescription requests submitted through our service are subject to a clinical review before a prescribing decision can be made. This process applies to all patients and helps ensure that prescribing remains safe and appropriate based on current health information.

We are also sorry that our communication did not meet your expectations. We understand how frustrating this can be when seeking support.

Finally, we take concerns regarding submitted medical documentation very seriously. We would never intentionally disregard information provided by a patient, and we would be happy to review any concerns you have raised directly with our team.

Thank you again for your feedback, it truly helps us identify opportunities to improve the support and service we provide to our patients.

Kind regards,
Roni, Head of Customer Experience

Reply from The Independent Pharmacy

Aug 14, 2026

Thank you for taking the time to share your feedback.

We are sorry to hear that you were dissatisfied with our service and that your medication was not supplied as expected.

We would like to reassure you that prescribing decisions made through our service are reviewed by qualified prescribing clinicians, not AI. If a prescription request is not considered appropriate or safe to prescribe, the order may be cancelled in line with our clinical and prescribing guidelines.

We appreciate that this can be frustrating, particularly if you were expecting treatment. However, where an order is cancelled, any payment taken is refunded.

As we are unable to identify your account from this review, we would welcome the opportunity to investigate your concerns further. Please contact our Customer Services team at support@theindependentpharmacy.co.uk with your details, and we will be happy to look into this for you.

Reply from The Independent Pharmacy

Jul 31, 2026

Thank you for taking the time to share your feedback, Kinga. We're sorry to hear that this experience left you feeling worried about your treatment options, and we appreciate that discussions around HRT risks can be concerning.

Patient safety is always our highest priority, and prescribing decisions are made by qualified clinicians using the information provided during a consultation, alongside current clinical guidance and professional judgement. In your case, we advised that oestrogen-only treatment was not appropriate and explained the importance of taking suitable progesterone alongside oestrogen to help protect the lining of the womb.

As part of this recommendation, information about the suggested treatment was provided, including access to detailed guidance covering benefits, risks, side effects and important safety information, allowing you to review this before making a decision to proceed.

Following your concerns, we made several attempts to contact you by both email and telephone to provide reassurance and support. We have also arranged a full refund for your order.

We are sorry that your experience did not meet your expectations and thank you for sharing your feedback, which we take seriously and use to help continually improve our service.

Kind regards,
Roni, Head of Customer Experience

Reply from The Independent Pharmacy

Jul 31, 2026

Thank you for your review and for having used our service previously.

We're sorry to hear that this experience fell short of the standard you had come to expect from us. We completely understand how frustrating it must have been to learn that a consultation was required, only to then find that the next available appointment did not meet the urgency of your needs.

While additional clinical reviews are sometimes necessary to ensure treatment is safe and appropriate, we appreciate that the delay involved on this occasion was disappointing and ultimately led you to seek treatment elsewhere.

We have reviewed your feedback carefully, as experiences such as this help us identify opportunities to improve both our communication and the support we provide when urgent treatment requests require clinician input.

Thank you for taking the time to share your experience, and we're sorry we were unable to assist you on this occasion.

Kind regards,
Roni, Head of Customer Experience

Reply from The Independent Pharmacy

Jul 17, 2026

Thank you for your review. We're sorry to hear that your order has not yet been received.

We understand how frustrating this can be, particularly when you have paid for next-day delivery and are expecting treatment urgently.

Please contact our team at support@theindependentpharmacy.co.uk with your order details if your order has not arrived, and we can investigate this for you and provide an update as quickly as possible.

Kind regards,
Roni, Head of Customer Experience

Reply from The Independent Pharmacy

Jul 17, 2026

Thank you for your feedback. We're sorry to hear that you were disappointed with your experience.

As an online prescribing service, all treatment requests are assessed individually by our clinical team. In some cases, additional medical information may be required before treatment can be approved, even where a patient has previously received the medication elsewhere. These requests are made to ensure that prescribing decisions are safe, clinically appropriate and in the patient's best interests.

We appreciate that being asked to provide further information after placing an order can be frustrating, particularly when you are expecting treatment to be dispatched. However, we believe that responsible prescribing sometimes means taking additional steps to fully understand a patient's medical history rather than making assumptions based solely on previous prescriptions.

We recognise the importance of clearly communicating any additional requirements as early as possible in the patient journey, and your feedback will be shared with the relevant teams as we continue to review and improve our processes.

Kind regards,
Roni, Head of Customer Experience

Reply from The Independent Pharmacy

Jul 17, 2026

Thank you for taking the time to share your experience Darren.

We completely understand why a request for medical records can feel concerning, particularly when ordering a medication that has already been prescribed by your GP. Patient privacy is extremely important to us, and we recognise the responsibility that comes with requesting and handling sensitive health information.

In certain circumstances, our prescribing team may require additional clinical information before treatment can be supplied. These decisions are made with patient safety in mind and to ensure our clinicians have the information they need to make an appropriate prescribing assessment.

We want to reassure patients that any medical information provided is handled through secure systems and in accordance with UK GDPR and our published privacy policies. Protecting patient data is a priority, and we have robust safeguards in place to ensure information is stored and accessed appropriately.

We're sorry that the information request and the lack of direct communication left you feeling uncomfortable with our service. Feedback such as yours is valuable and helps us review how we explain our clinical and privacy processes to patients.

We're pleased we were able to process your refund promptly, although we're sorry we weren't able to provide the experience you expected.

Kind regards,
Roni, Head of Customer Experience