RXLive Pharmacy Recensioni 686

Risposta di RXLive Pharmacy

Aggiornata il 6 feb 2026

Thank you for taking the time to share your feedback, and we are very sorry to hear about your experience.

We sincerely apologise for the delays and the lack of clear communication regarding your order. This is not the level of service we aim to provide, and we understand how frustrating it must have been to repeatedly chase your prescription delivery.

I apologise for any confusion, and I’d like to clarify the situation regarding your recent orders.

The delay with the first order occurred because the account profile had not yet been confirmed as paid. However, in order to ensure you received your medication without disruption, we dispatched the prescription before payment was completed. For 4 months you haven’t paid us the 9.90 NHS charge.

When the second payment link was settled on the 24/1/26 four months after the first prescription delivery, it covered the cost of the previous prescription. Following your enquiry, we again arranged for the order to be sent out despite payment not being finalised at that time.

Unfortunately, this is why the medication was not dispatched under our usual same-day service, as same-day dispatch is only available once payment and account setup are fully confirmed. We are currently still owed 9.90. If you are having trouble paying this amount please contact support@rxlive.co.uk and our team will be happy to arrange a payment link or a payment plan to pay.

To prevent any further delays, we can either make the necessary amendments on your account to take payment correctly, or we kindly ask that you complete the setup on your account.

Once this is in place, future prescriptions will be dispatched on the same day as approval when prompted.

Our team has gone out of its way to ensure you received your medication, even during periods when payment had not been made — something most services would not provide.

Leaving a one-star review after receiving prescriptions for four months without payment or penalty does not fairly reflect the level of support and care we have provided.

Thank you again for bringing this to our attention, and we are truly sorry for the inconvenience caused.

Kind regards,
Patient Support Team

Risposta di RXLive Pharmacy

30 gen 2026

Thank you so much for your kind review! We’re delighted to hear that you’re happy with our service. Thomas will be especially pleased to know his efforts are appreciated. We’re always here to ensure your medication arrives on time.

Thank you for choosing RXLive!

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

Aggiornata il 25 gen 2026

We’re really sorry to hear about your experience — this isn’t the standard we aim to provide.

Timely and accurate delivery, along with clear communication, is extremely important to us. From what you’ve described, we’ve clearly fallen short, and we sincerely apologies for the frustration this has caused. So we have invited you to contact us now if this review is for us so we can reply at this moment. We want to confirm there is no patient we have just searched under your profiled name.

We’d genuinely like the opportunity to look into what went wrong and put things right for you. If you’re willing, please contact us directly with your order details so we can review the situation properly and ensure it’s resolved.

Could you kindly email RXLive support team now and I will look out for your email to check this right away.

Thank you for taking the time to share your feedback — it helps us identify where we need to improve.

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

23 gen 2026

Thank you so much for taking the time to leave such a detailed review 😊 We’re really glad to hear that our team has been able to help whenever prescriptions have gone astray and that our live chat support has made things easier for you. Making sure our patients don’t run out of their medication is a top priority for us, so it’s great to know our next-day delivery has given you peace of mind. Thanks again for your continued trust in RX Live — we’re always here if you need us!

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

23 gen 2026

Thank you for your message and for sharing your feedback.

I’m sorry to hear about the difficulties you experienced with logging in and the frustration this caused, particularly given the urgency of your medication at the time. We understand how stressful that can be, and I’m sorry that our service did not meet your expectations on this occasion.

For clarity, we received your prescription on the 21st and it was dispatched today. One of the items on your prescription was temporarily out of stock; however, we were able to source this and include it in your order to avoid any further delay.

As your account has since been cancelled, there is a possibility that the parcel may now be returned to us by the courier. If this happens, we will review the next steps accordingly.

We take your comments about customer service seriously and will use this feedback to improve how we support patients, particularly during urgent situations. We also understand your decision to return to your local pharmacy and respect your preference for greater direct control over your care.

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

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

14 gen 2026

Thank you for your feedback, and we’re genuinely sorry to hear about your frustration.

The delays you experienced were primarily due to the Christmas and New Year period. During this time, several of our suppliers were closed, with some closing for up to 6 days and others operating with reduced capacity, resulting in an overall delay of around 5 working days across the supply chain. Unfortunately, this had a knock-on effect on dispensing timelines despite our best efforts to manage demand.

We understand how disappointing and inconvenient this can be, especially when waiting for essential medication, and we apologise that this was not communicated as clearly or consistently as it should have been. We are expecting service to resume normally next week. We will upgrade your account to a priority patient.

We also appreciate your comments regarding the website. Your feedback has been noted, and we are actively working on improvements to make it easier to navigate and more user-friendly.

Thank you for bringing these issues to our attention. We value your feedback and are committed to improving our service moving forward.

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

13 gen 2026

Thank you so much for your kind words — we really appreciate you taking the time to leave such a thoughtful review.

We’re so pleased to hear you’ve felt supported, especially when you’ve needed help urgently. Our team always aims to make things as smooth and stress-free as possible, so it means a lot to know the communication and care has made a real difference for you.

Your feedback about the staff being friendly and treating you like family truly means the world to us — that’s exactly the experience we want every patient to have.

Thank you again for your recommendation and trust. We’re always here whenever you need us. 💙

Kind regards,
RXLive Patient Support

Risposta di RXLive Pharmacy

13 gen 2026

Thank you so much for your kind words — we really appreciate you taking the time to leave such a thoughtful review.

We’re so pleased to hear you’ve felt supported, especially when you’ve needed help urgently. Our team always aims to make things as smooth and stress-free as possible, so it means a lot to know the communication and care has made a real difference for you.

Your feedback about the staff being friendly and treating you like family truly means the world to us — that’s exactly the experience we want every patient to have.

Thank you again for your recommendation and trust. We’re always here whenever you need us. 💙

Kind regards,
RXLive Patient Support

Risposta di RXLive Pharmacy

13 gen 2026

Thank you so much for your kind words — we really appreciate you taking the time to leave such a thoughtful review.

We’re so pleased to hear you’ve felt supported, especially when you’ve needed help urgently. Our team always aims to make things as smooth and stress-free as possible, so it means a lot to know the communication and care has made a real difference for you.

Your feedback about the staff being friendly and treating you like family truly means the world to us — that’s exactly the experience we want every patient to have.

Thank you again for your recommendation and trust. We’re always here whenever you need us. 💙

Kind regards,
RXLive Patient Support

Risposta di RXLive Pharmacy

13 gen 2026

Thank you so much for your kind words — we really appreciate you taking the time to leave such a thoughtful review.

We’re so pleased to hear you’ve felt supported, especially when you’ve needed help urgently. Our team always aims to make things as smooth and stress-free as possible, so it means a lot to know the communication and care has made a real difference for you.

Your feedback about the staff being friendly and treating you like family truly means the world to us — that’s exactly the experience we want every patient to have.

Thank you again for your recommendation and trust. We’re always here whenever you need us. 💙

Kind regards,
RXLive Patient Support

Risposta di RXLive Pharmacy

13 gen 2026

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how frustrating delays and communication issues can be.

We would like the opportunity to look into this matter properly, including the prescription items, collection codes, and your account closure request. Please contact our support team directly with your details so we can resolve this as quickly as possible. You have asked your account to be cancelled on Friday, so that was the first time. We cannot send back the prescriptions as specified in email, you also emailed yesterday to ask us to deliver medication. Please be aware we need some understanding when being closed for 4 days during Christmas and New years that our team has to catch up effectivlity on orders.

We take all feedback seriously and are committed to improving our service during closure times and for next year we will have precautions in place to prevent his.

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

Aggiornata il 13 gen 2026

Thank you for taking the time to raise your concerns.

We are very sorry to hear about your experience and sincerely apologise for the delay in the delivery of your prescription, as well as the lack of clear communication around this. We understand how important timely access to medication is and recognise how frustrating it must have been not to be kept informed. We are also sorry that you felt your concerns were minimised when you contacted us. This is not the level of care or service we aim to provide, and your feedback regarding your interaction with our team and the pharmacist has been noted and will be reviewed internally.

With regard to the medication supplied, we would like to clarify that this was not the result of a dispensing error. We received two prescriptions for the same medication at different times, one for 25mg and one for 50mg, and dispensed in line with the prescriptions issued by your GP at each stage. The earlier prescription was supplied before the dosage change was received. We appreciate, however, that this was confusing and understand the concern it caused. As explained to you over the phone, both items were present in the dispensing tray and one label was placed over another, which contributed to the confusion.

We can also confirm that you have received six deliveries from us, all of which were provided without next-day delivery charges and within the stated delivery timeframe. We do ask that, when using a free delivery service, patients contact us if medication is required urgently so we can assist where possible. The recent Christmas period, during which the pharmacy was closed for several days, contributed to delays due to a backlog on reopening. While we recognise this is not your responsibility, we wanted to be transparent about the circumstances.

Service levels are now returning to normal. According to the information in your app, your scheduled delivery date was the 13th. The app also allows you to request earlier dispatch using the “dispatch now” option or by contacting us directly. As your order had not passed the expected delivery date, an automated delay notification was not triggered. You received confirmation that your medication was approved on 7 January 2026, and a delay notification would have been sent had the delivery date been exceeded. We acknowledge that this process was not clearly explained to you during your call, and we apologise for that.

We can confirm that your medication is due to arrive tomorrow. While we manage a high volume of prescriptions, this should never come at the expense of patient safety, clear communication, or respect for patient concerns. Your feedback has highlighted areas for improvement, and we are grateful that you brought this to our attention.

If you would like to discuss this further or have your account reviewed in more detail, please contact us at support@rxlive.co.uk and we will be happy to assist.

As we have explained we can deliver next day, but you as the patient need to prompt us on the email you get, when you go into a pharmacy your effectivilty prompting them the same way. If you do not want to use us in the future please can you email us to cancel kindly.

Once again, we apologise for the distress and inconvenience caused, and thank you for taking the time to share your experience.

Kind regards,
RXLive Patient Support Team

Risposta di RXLive Pharmacy

8 gen 2026

Thank you so much for your kind words — we really appreciate you taking the time to leave such a thoughtful review.

We’re so pleased to hear you’ve felt supported, especially when you’ve needed help urgently. Our team always aims to make things as smooth and stress-free as possible, so it means a lot to know the communication and care has made a real difference for you.

Your feedback about the staff being friendly and treating you like family truly means the world to us — that’s exactly the experience we want every patient to have.

Thank you again for your recommendation and trust. We’re always here whenever you need us. 💙

Kind regards,
RXLive Patient Support

Risposta di RXLive Pharmacy

8 gen 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

Risposta di RXLive Pharmacy

19 dic 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

Risposta di RXLive Pharmacy

Aggiornata il 19 dic 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

Risposta di RXLive Pharmacy

4 dic 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

Risposta di RXLive Pharmacy

Aggiornata il 28 nov 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

Risposta di RXLive Pharmacy

Aggiornata il 26 nov 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

Risposta di RXLive Pharmacy

Aggiornata il 25 nov 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