What should I do if my order is delayed?
If your order is delayed, we recommend contacting our customer service team directly for assistance. They can provide you with updates on your order status.

Superdrug Online Doctor is a telehealth service that provides a range of healthcare solutions through an online platform. Customers can access professional medical consultations, receive prescriptions, and obtain treatments conveniently from their homes. The platform is regulated by the MHRA, ensuring a high standard of care and safety. With services tailored for various health needs, Superdrug Online Doctor caters to individuals seeking treatment for conditions such as erectile dysfunction, weight management, sexual health, and chronic health issues. The company focuses on delivering hassle-free healthcare experiences, offering at-home test kits and options for medication delivery or collection within a few hours. Superdrug Online Doctor aims to provide accessible and efficient healthcare services to a broad audience, including those looking for discreet solutions to personal health concerns.
Superdrug Online Doctor receives a mixed response from customers, with a notable 71% expressing satisfaction. Many reviewers praise the quick and helpful service provided by staff members like Luis, Jorge, and Fatima, highlighting their politeness and ability to resolve issues promptly.
However, a significant number of complaints focus on order delays and medication availability, with several customers reporting long waits for their prescriptions and inadequate communication regarding order statuses. Issues with Royal Mail deliveries and lack of support during the ordering process also contribute to dissatisfaction. While some appreciate the assistance they receive, the recurring problems with order fulfillment and customer service leave many feeling frustrated.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.0 | 1,060 | 100% | -0.2 | ● Low |
Monthly average rating from reviews written by people · latest review Aug 2025.
| Month | Average | Reviews |
|---|---|---|
| Sep 24 | 4.4 | 123 |
| Oct 24 | 3.4 | 48 |
| Nov 24 | 4.0 | 38 |
| Dec 24 | 3.6 | 48 |
| Jan 25 | 3.6 | 53 |
| Feb 25 | 3.9 | 68 |
| Mar 25 | 4.4 | 205 |
| Apr 25 | 4.0 | 279 |
| May 25 | 3.1 | 33 |
| Jun 25 | 4.0 | 89 |
| Jul 25 | 4.9 | 16 |
| Aug 25 | 3.5 | 60 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Excellent customer service”
“I ordered Mounjaro two weeks ago and it still hasn't arrived”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Pharmacies.
| Company | Overall | Legit | Service | Website & app | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 4.0 out of 5 (good) | 100 out of 100 | 4.3 out of 5 (good) | 3.1 out of 5 (fair) | 2.8 out of 5 (fair) | +3% | 1,060 | |
| 1.1 out of 5 (poor) | 100 out of 100 | — | — | — | — | 100 | |
| 1.8 out of 5 (poor) | 100 out of 100 | — | — | — | — | 100 | |
| 4.8 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 100 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 4.6 out of 5 (good) | 2.6 out of 5 (poor) | — | 1,000 |
Bottom line: Superdrug Online Doctor is #3 of 5 on overall rating in this group. On website & app, Rula scores higher (4.6 vs 3.1).
500 reviews of Superdrug Online Doctor. Filter by what matters to you.
Over a year ago
I ordered Mounjaro two weeks ago and it still hasn't arrived. Royal Mail should require a signature for delivery, but they just left the package at the door. I believe the driver signed for it himself... See more
Over a year ago
Luis was so helpful, calling and speaking to a local pharmacy. Excellent customer service
Over a year ago
Luis was very polite and helpful. He managed to solve my issue promptly
Over a year ago
I phoned online drs on Saturday and got through straight away after difficulties during the week. I spoke to Jorge who helped and sorted out my query regarding collection of an order.
Quick answers to the questions people ask most.
If your order is delayed, we recommend contacting our customer service team directly for assistance. They can provide you with updates on your order status.
You can reach our customer support team through the contact options provided on our website. They are available to assist with any prescription-related inquiries.
For information on returning medication, please review our return policy on the website. If you have specific questions, our customer service team can assist you.
Pricing details can vary based on the service and medication. For specific pricing information, please visit our website or contact customer support.
If you encounter issues during your online consultation, please reach out to our customer support team for assistance. They can help resolve any problems you may have.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
I ordered Mounjaro two weeks ago and it still hasn't arrived. Royal Mail should require a signature for delivery, but they just left the package at the door. I believe the driver signed for it himself, because the person who received it is called "KBF," which is the name of the company I work for, not a person. In short, the package was lost, and I'm without Mounjaro, without Royal Mail support, and without my money. I wouldn't mind paying for a more expensive delivery if I received my order. Very frustrating because now I won't be able to buy another product because it's so expensive.
Luis was so helpful, calling and speaking to a local pharmacy. Excellent customer service
Luis was very polite and helpful. He managed to solve my issue promptly
I phoned online drs on Saturday and got through straight away after difficulties during the week. I spoke to Jorge who helped and sorted out my query regarding collection of an order.
One of the most expensive suppliers of Mounjaro, with zero help or support. When I asked for help from one of their doctors about titrating down the doses (as I needed to come off it due to something else) they took 3-4 weeks to reply and basically said I’m on my own and didn’t give me any advice. I had to get information from another pharmacy, who were incredibly helpful. I recently went back on a maintenance dose and they’re suddenly saying they have “no stock” across “all strengths” - obviously due to the price increase next week. No doubt stock will magically reappear next week when they can charge more - let’s wait and see! 🤣 When the video calling thing came in and the price increase was announced there was no information from Superdrug about either of these - whereas my friend who is with MedExpress is always kept up to date by them. They got information about MedExpress’s price increase within 2-3 days of it being announced - now there’s good customer support. I’ve still heard nothing from Superdrug about price increases and all stock mysteriously not being available is the last straw - so I’m switching to a MedExpress (much cheaper btw). Bye Superdrug!
Never Again. Placed an order on the 17th and still waiting!!!!!! They even said it was ready to collect and when I got to the Pharmacy to pick up my order, they told me there are delays and that they would call me when its there!!! Still dont have an eta and I've run out!!!!!!!!!!!
Placed an online consultation and got an email saying my order could be collected from the pharmacy after 20/08. Went to the pharmacy and they told me they don't have stock of the medication. Online help doesn't reply my message and can't get hold of the customer services by the phone number they provide. 10 days later I'm still with no medication, they still have my money and no one cares. Great service.
I phoned up because my prescription for malaria tablets hadn’t been processed in 10 days, and with only 2 days until I travelled I was really worried. Glastayaisa Dawkins was amazing – she spoke to the doctor straight away to get it approved and arranged for it to be sent to a pharmacy for collection rather than waiting on delivery. The service was outstanding, and she did everything she could to make sure I was sorted in time. I’m so grateful for her help!
Fatima was a great help on the call. Very knowledgeable and happy to help.
I placed an order for Mounjaro through Superdrug and found the whole process very frustrating. There were long delays in getting doctor approval. I had to my order up and waited over an hour before speaking to someone, and in the end, my order was rejected, even though my BMI and weight clearly met the criteria. From my experience, Superdrug’s approval process doesn’t seem to take different body types into account, and it feels as though this isn’t considered fairly, yet all body types should be. They'll likely respond to my review, stating as they are an online doctor service, we have to follow stricter guidelines. Well, in that case just decline at the point of ordering if you aren't willing to prescribe to those in the overweight BMI category. What makes it worse is that I still haven’t received my money back. The payment was only pre-authorised and should have been released back to my bank account within a few days, but that hasn’t happened. It’s stressful enough managing treatment without having to chase refunds and face inconsistent approval standards. Superdrug needs to improve both their approach and their processes if it want people to trust this service.
Appreciate the time and effort Carmen put into the call for me and to reassure me about my order status and fulfilling of order when stock issues are resolved. It has helped ease some anxiety over wait times and knowing my order is still being looked after.
I placed an order on the 18th of August which has been left pending due to them being let down with a delivery. I've been concerned due to the prices going up next month but the girl I spoke to on the phone was so lovely. She reassured me that once they have stock the order will be fulfilled and they will only be charging the price you paid on the original order. I know the pharmacies have been left in a really difficult situation with the news being announced so suddenly and the overwhelming demand placed on them for orders but I think they have handled it well and are doing the right thing for their customers.
Amid the Mounjaro supply crisis I ended up in a position where I had missed a dose and was coming incredibly close to having to start from the bottom of the dosages. I was so panicked and thought from everything I’d read online about the supply issue that it was hopeless. However, when calling I got through to Nicole who was absolutely brilliant with me and managed to arrange a pen for me to collect on the same day, effectively saving me from having to start the doses from the bottom and working all the way back up which would take 4 months and cost an insane amount of money. It wasn’t her responsibility to help me as the supply issue was completely out of her control but the fact that she went to such lengths to get my situation resolved was incredible and I am so grateful. I have had a wonderful experience with Superdrug Online Doctor until the supply issue which I must admit left a bad taste in my mouth despite it not being their fault, but Nicole has single-handedly changed my mind and I am back to remembering why I went with Online Doctor in the first place! Thank you Nicole!
I am not happy with Superdrug (1 star) but the 5 stars are for Tehami who really was exactly the right sort of person you need to speak to when you need help.
This was my first and last order for prescription drug to collect from Superdrug Store. 1stly noone looked at evidence requested when placing order so I had to make a phone call 24hrs later than timescale initially given. The Dr approved prescription without asking for proof of.my prev purchase from another pharmacy. I think this is a legal requirement. Then I waited for emails confirming order has been issued which never came. Had to call their customer service and was on hold for ONE HOUR before I got through to a gentleman who spoke to me like I was the dumb one for expecting email updates on order. I had to push back and insist on him checking order had been shipped as it was already a day late from original expected delivery date. Today the order was due to arrive. I STILL haven't received and communication to confirm its ready to collect. I had to make another phone call to store who confirmed yes it can be collected. I logged into online account..even there, the order is not showing correct status. Also medicine that needs to be kept refrigerated will be handed over without ice pack. Only cold if you pay almost £5 for home delivery. I would say to anyone looking to buy medicine to run not walk from superdrug online doctor. Utterly abysmal.: EDIT. RESPONSE HAS not addressed the failures mentioned namely; 1; Failure to review order in timely manner. 2; Failure to provide automatic notifications advising order progress. 3: Failure to provide medicine in cooling pack. I have collected order which wasn't in a plastic bag. Luckily I had taken ny own ice packs as I had an hour drive from store. ..also all previous chemists provided a few alcohol wipes to clean skin pre injection. Superdrug provide none. 4; long waiting time for telephone enquiries...was on hold for 1hr. Web form not an option as timeline for response is 2to3days. Superdrug sent a request for my full name and contact details before allowing review to be posted. Why? We should be able to remain anonymous. I don't care to debate them on my experience. I just know never to order anything from their online doctor.
Totally abysmal service. I ordered medication online, submitted relevant documents, photos etc, Money paid on 15th August. 19th August was supposedly dispatched via Royal Mail with tracking. According to Royal Mail they were expecting parcel on 19th August, according to them they have still not received it. I have so far sent three messages via patient account, telephoned several times to be met with the same response, ' you are 11th in the queue' I continued to hold for 45 minutes.....no answer. I have also emailed them separately and still no response. My next course of action is to seek redress via my credit card which I used for payment. I understand they are unusually busy but after eight days and no response is beyond a joke.
My query was resolved very well by Blessing . It did take me a while to navigate the website but Blessing was very patient and helpful
Carmen G I spoke to Carmen today and she was very helpful and polite. She gave me loads of information and help, which guided me furrher. Lovely customer service experience!
Was looking to order the last dose of wegovy. Completed the consultation which I have never had any problems with on any other pharmacy site despite never ordering from the same one. The order was processed. Didn’t hear anything for 4 days. Had to chase. Was held on phone for nearly half an hour. Order was not approved even though I am not yet at my weight goal. Have messaged to question the reasoning and still had no response. I would have thought being a reputable company the process would have been more efficient. Other online pharmacies are alot slicker. Wouldn’t recommend!
Superdrug Online Doctor is a telehealth service that provides a range of healthcare solutions through an online platform. Customers can access professional medical consultations, receive prescriptions, and obtain treatments conveniently from their homes. The platform is regulated by the MHRA, ensuring a high standard of care and safety. With services tailored for various health needs, Superdrug Online Doctor caters to individuals seeking treatment for conditions such as erectile dysfunction, weight management, sexual health, and chronic health issues. The company focuses on delivering hassle-free healthcare experiences, offering at-home test kits and options for medication delivery or collection within a few hours. Superdrug Online Doctor aims to provide accessible and efficient healthcare services to a broad audience, including those looking for discreet solutions to personal health concerns.
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