Sophie B

Aug 28, 2025

Shady

I submitted a price match request before your new terms and conditions came into effect. It then took your team five days to respond, during which time the competitor’s stock ran out. You then refused my valid request on the basis that the item was no longer available — something that only happened because of your delay in meeting your own service-level agreement. This handling of my request feels deliberately obstructive and potentially in breach of fair trading standards. The timing of your sudden price increase and the abrupt change to your terms and conditions to exclude GLP-1 medications raises serious questions about fairness, transparency, and ethical business practice. To make matters worse, you ignored my follow-up email — yet still sent me an automated request to “leave a review.” As a long-standing customer, I find this behaviour unacceptable. It appears to be a calculated attempt to avoid honouring commitments and to extract more money from loyal customers. I will now be taking my custom elsewhere to a provider who values integrity and respects its customers. I am also seeking external advice regarding whether your actions violate consumer protection or trading standards regulations. This experience has completely eroded my trust. In my view, this is not just poor service — it’s unethical, and customers deserve to be aware.