Weldricks Pharmacy Reviews 83,691

Reply from Weldricks Pharmacy

Updated Apr 1, 2026

Dear Izzy,

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 Izzy
I am sorry that you were disappointed with our service.
I have looked into your order and can confirm that it was placed on Friday 20 March. At the time of ordering the item was showing as available on our website. However, when our team came to pick the order the product was no longer available in stock. This is unusual but unfortunately it can happen from time to time due to reasons such as damaged packs only noted when the stock is picked.
I understand this was then made worse by the delay in us receiving replacement stock from our supplier. We were advised on 26 March that the item was out of stock and was not expected to be available again until mid April due to supply chain disruption.
As soon as this became clear your order was passed to our customer service team so that they could contact you and explain the position. However, by that stage we found that you had already asked for the order to be cancelled due to the delay in dispatch.
I do sincerely apologise for the inconvenience and frustration this caused.
Yours sincerely
Sarah

Reply from Weldricks Pharmacy

Mar 26, 2026

Dear Mrs Susan Newton,
I am so 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 order to understand why this was not identified sooner. Your order was placed on Tuesday 3rd March, and as the medicine ordered was a controlled drug we had to wait for the original prescription to arrive through the post before we could start to process your order. I can see we received the original prescription on Thursday 5th March.
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 Friday 6th March.
I can see that you contacted one of my customer care colleagues on Monday 9th March who advised of the normal processing times for prescription items and also upgraded the delivery for you so that you would receive your order the day after dispatch.
It was only when you contacted us again on Thursday 12th March that it was identified that the stock was unavailable. I appreciate that waiting until Thursday for this update cost you valuable time, and for that delay, I offer my sincere apologies. Our records show that we did receive the stock and dispatched your order on Friday 13th March and your order was delivered to you on Saturday 14th March. I have shared your feedback with our dispensary and management teams to investigate why you were not notified sooner on the true availability of the stock.
I have also arranged for a member of my customer service team to contact you to ensure you are satisfied with my explanation and to see if there is anything further we can do to assist you.
Kind Regards,
Sarah

Reply from Weldricks Pharmacy

Mar 23, 2026

Dear Mark Thompson,
Please accept this message as an acknowledgement that I have noted your review. In the absence of any contact details, could I please ask that you contact our complaints co-ordinator with some more details to allow us to follow up on your dissatisfaction. You can contact our complaints coordinator on complaints@weldricks.co.uk or by contacting us on 01302369121. Please be assured we will then try to do everything that is reasonable to put things right for you,
Yours Sincerely,
Sarah

Reply from Weldricks Pharmacy

Updated Mar 18, 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

Reply from Weldricks Pharmacy

Updated Mar 18, 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