Rory

Aug 10, 2025

There are a number of things wrong

There are a number of things - sorry about that: 1. Medication ordered Tuesday - I paid for next day service and it didn’t arrive until Friday. 2. I was contacted by an agency I am not signed up to who turn out to be a ‘partner agency’ who I had never heard of saying that the medication I had ordered was ‘out of stock’ and therefore would not be shipped until ‘after 24th August’ three weeks hence. 3. When I complained to Lloyds Pharmacy who I thought I was dealing with, I was advised to complain to P4U. Since I have no links with this company, and that according to your response saying ‘we have shared none of your personal details with our new partners..’ I could see no point in doing that. My agent was Lloyds not P4U, I had paid Lloyds not P4U who appeared to be a subcontractor merely fulfilling the order. So I complained again and received an apology and then a long letter telling me how pleased you were with your new partnership. Well I wasn’t pleased with it and I’m a customer. If you delegate another company to fulfil your orders and they fail to do so, and then you tell the wronged customer how proud you are of the arrangement, you will annoy that valued customer. I’m not interested in commercial platitudes which come over as an added insult to an injured party. 2. In fact the medication did arrive on Friday with a note from P4U saying that they are sure I’d be happy that they did find some stock so I wouldn’t have to wait 3 weeks. Really?! Firstly there is no medication in the UK (unless it has to flown in) that is more than 24 hours away - I work in the NHS and we can always get medication out of stock within one working day. So the three week wait scenario is a ridiculous fib. Presumably what they mean is that they are overwhelmed with orders through inefficiency/short staffed/not settling their bills with big pharma quickly enough (the NHS does this too sometimes - if they don’t settle their bills, big pharma puts a stop on supply). Anyway - what why are P4U writing to me when I have no contract with them? Why aren’t Lloyds overseeing things on my behalf rather than responding to my complaints with a paean of praise for another company? Who knows? But it’s a sure way to piss off a loyal customer. 3. So what for the future? I will order again through Lloyd’s because they have in the past been excellent. No worries about service for around a decade. But I’m now wondering if there is a new normal - a world within which P4U tells Lloyds it will fulfil all its orders when it can get around to it. A world within which ‘next day delivery’ means ‘sometime within the next 3 weeks’. We’ll see I guess.