What should I do if my order is missing an item?
If you receive your order and an item is missing, please contact our customer service team via email for assistance. We aim to resolve such issues promptly.

Simple Online Pharmacy is a registered UK online pharmacy and healthcare provider that offers a wide range of treatments and consultations to meet various health needs. The company provides access to prescription medications and over-the-counter products, catering to issues such as weight management, men's and women's health, hair loss, and more. Customers can consult with qualified online doctors to receive personalized treatment plans, ensuring they have access to appropriate care from the comfort of their homes. The pharmacy is regulated by the General Pharmaceutical Council (GPhC), which guarantees that it adheres to the highest standards of safety and quality. Simple Online Pharmacy serves individuals seeking convenient healthcare solutions, particularly those who prefer the flexibility of online consultations and medication delivery. With a focus on accessibility and patient care, the company aims to support a healthier lifestyle for its users.
Simple Online Pharmacy receives a generally positive reception, with many customers praising the ease of the ordering process and swift delivery. Reviewers highlight the user-friendly system and commend the pharmacy for making the experience straightforward.
However, there are notable concerns regarding customer service and order fulfillment. Several customers report issues such as missing items in their deliveries and significant delays in responses to inquiries, leading to frustration. Complaints about the lack of accessible customer support and changes in ordering policies also surface, indicating a need for improvement in communication. Despite these challenges, many long-term users still express satisfaction with the service overall. The sentiment leans positive, but the company should address the critical feedback to enhance the customer experience.
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 | 4.6 | 1,060 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Aug 2025.
| Month | Average | Reviews |
|---|---|---|
| Jun 25 | 4.7 | 809 |
| Jul 25 | 4.4 | 191 |
| Aug 25 | 3.1 | 60 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Having in mind they are probably collapsed, I placed an order on 25 August and today I emailed Simple Pharmacy becaus...”
“discount codes that don't work(codes given by customer care leaders)”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Health & Medical.
| Company | Overall | Legit | Service | Delivery | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 4.6 out of 5 (good) | 100 out of 100 | 4.4 out of 5 (good) | 4.4 out of 5 (good) | 4.1 out of 5 (good) | — | 1,060 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | — | 4.6 out of 5 (good) | — | 1,000 | |
| 4.3 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 3.5 out of 5 (good) | 4.2 out of 5 (good) | — | 100 | |
| 1.1 out of 5 (poor) | 100 out of 100 | — | — | — | — | 100 | |
| 1.8 out of 5 (poor) | 100 out of 100 | — | — | — | — | 100 |
Bottom line: Simple Online Pharmacy | Online Doctor is #2 of 5 on overall rating in this group. On service, Canada Pharmacy scores higher (4.9 vs 4.4).
500 reviews of Simple Online Pharmacy | Online Doctor. Filter by what matters to you.
Over a year ago
Order number 3406899 I need to contact simple online pharmacy regarding my order. Can someone please reply to this?
Over a year ago
Delayed responses and delivery. I paid for my medication and I missed a dosis due the delay. Nobody has replied 😕
Quick answers to the questions people ask most.
If you receive your order and an item is missing, please contact our customer service team via email for assistance. We aim to resolve such issues promptly.
Delivery times can vary, but typically orders are processed within 5-7 days. For the most accurate and up-to-date information, please check our website or contact customer support.
For information on returning medication, please refer to our return policy on the website or reach out to our customer service team for specific guidance.
You can contact us through the email provided on our website. Please note that response times may vary, but we strive to assist you as quickly as possible.
Occasionally, there may be delays or changes in availability for specific medications. It's best to check our website or contact us directly for the latest updates.
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I’ve been using SOP since January and have had no problems until my last order and there was no pen inside the bag. I have tried to contact them by phone, email, Facebook to either get a refund or a replacement. I cannot order another pen as they have capped it but I am concerned I don’t have my medicine. I am £143 down and having to do a chargeback through my bank for the goods not received as SOP do not respond. I ordered on 15th August, it was due to be delivered on 21st, I complained on 22nd and haven’t heard a peep from SOP.
Stops you ordering previously available mutipacks of medicine after a price hike was anounced by the manufacturer. Clearly just trying to make a quick profit themselves instead of putting patients first. Will be changing my perscription to elsewhere!
Order number 3406899 I need to contact simple online pharmacy regarding my order. Can someone please reply to this?
Delayed responses and delivery. I paid for my medication and I missed a dosis due the delay. Nobody has replied 😕
Order no 3370234...much has gone wrong with Simple online pharmacy. Having been with SOP for about a year..using Mounjaro...I've had 3 orders that have been trouble free...orders that weren't delivered...discount codes that don't work(codes given by customer care leaders)...waiting for partial refunds on said codes...waiting for non existent customer service to contact me...the worse company I've ever dealt with. This order was delayed..OK with that...when it was finally sent...sop sent it by an unguaranteed delivery date instead of by Royal Mail special guaranteed delivery by 1pm next day. This delivery finally arrived 4 days after dispatch..according to previous conversations with customer care and their website...cold package deliveries are safe for 48 hours...despite many attempts at contacting SOP...there's been nothing from them...unless you count a bot...and I don't...human error caused this and SOP need to put it right and very quickly They take your money and leave you hanging... If this company is for you...good luck
Easy system to use. Swift service.
Having in mind they are probably collapsed, I placed an order on 25 August and today I emailed Simple Pharmacy because I was worried my current pen would run out before the new one arrived. Almost immediately, I received a DPD notification that my parcel was on its way. They might not have a customer service line, but their quick response reassured me that they do care about their existing customers. I think the panic buying has made everyone anxious about cancellations and delays from other pharmacies - and some have even raised prices on orders that were already placed or are holding stocks until the 1st to raise their prices, which is mental! From my experience, Simple Pharmacy are reliable and have stock. They are just too busy to get back to everyone?
Everything was going well until I received my delivery with no pen inside. Impossible to speak to a human and days go by with no reply to emails. £173 out of pocket and still no resolution.
My order took longer to be reviewed and dispatched than what they advised, they advise 5-7 days, it took 12 days, so keep that in mind when ordering. Once received all was good, packaged well and was kept chilled. I think they should warn people better that it could take upto 2 weeks for everything to be processed and you receiving your order, not the 5-7 days they advise.
I have been with simple online since June 2024 and never had any issues, nearly almost next day delivery I recently decided to change from mounjaro to wegovy due to the price increase. I was expecting a delay in delivery, I placed my order yesterday morning at 7am and was delivered today at 10am. Very happy.
Joke company AVOID No customer service avaliable only via email and takes days to respond thats if they even bother to If they cant guarantee a delivery day then why have they stopped dpd from being able to deliver to collection point people work and cannot be in 24/7 thats the whole point dpd have it as an option yet you have not allowed this for your deliveries?? Also people have relatives living with them who they dont want to get the package!! it might be discreet but you can tell what it is because the package is cold so obviously not clothing is it 11 days after ordering 2 jabs missed and a waste of time been contacting for days and still not sorted Asked paypal for a refund and trying to switch to someone who i can actually contact via phone or live chat! Now ill wait for the generic response about 7-10 days waiting time its over that 😂😂
Poor customer service. It took two weeks to get a response to my query about when to next order my medicine. Usually you can reorder after two weeks, but they’ve since changed that, however they’ve also added up to 10wd to order processing. Zeenat responded with a copy and paste reply that didn’t address my concerns and explained I can now only order once a month and insinuated I was not a current customer when I in fact am. So if I have to wait a month to order again, with 10wd added onto that for processing, there will be an inevitable gap in my treatment. Very poor experience with their customer service.
Really helpful and encouraging dietician, listened to all my concerns. Perfect delivery.
Have been with them for over a year with great service at first then 8 months into my journey medication was delivered late and ice packs melted and I didn't feel medication worked they didn't care. This time I have waited 9 days with not much contact and keep getting reffed to an AI chat which gives no answers. Eventually my order said Check email but no email sent. Eventually got a email 3 days ago answered the question but not heard anything from them.Quick enough to take £208 out your bank account but can't email you and send the medication you pay for. Disgusting way to treat loyal customers.
Anything to do with my orders have been fantastic. When I called I used to get to speak to someone, but recently trying to contact Simple Online Pharmacy has been awful. There new digital assistant is terrible, please do something about this. I've even left a support ticket, which took forever for the assistant to take my email address and name. I've also sent a message online.
Ordered product on 25 July 2025, required 11 days later for travel on day 12. By day 6 I had heard nothing so contacted SOP who noted the order didn't seem to have been reviewed and therefore not processed. They would 'advance' the it for urgent review. I asked if it was held up by more than a day it should be cancelled. Royal Mail contacted me on day 8 to say they had been notified (late afternoon) a package was ready for their collection. By day 11 they notified me it was now in their system to be delivered on 6 August (day 12) - the day we left home at 6.00am for the airport. So had to travel to a malaria ridden area in Africa without the relevant medicines - just covering myself in Deet. On return on 21 August, we found the tablets had arrived on 6 August as notified by Royal Mail. Subsequent follow-up with Simple Online Pharmacy customer service has brought a sincere apology, on August 29, for the inconvenience caused and a returns label plus a promise of full refund of paid costs when returned goods received. This has prompted me to give a three star review, not an original one star. Thank you
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.
I'll detail multiple experiences or problems with these clowns. 1) Package was not sealed properly and it was was contaminated. 2) Package was not private, its see through and things are put on the outside so anyone can see what I'm ordering 3) They just force you to pay Express Delivery only for your package to sit in your post office for days. There is no way to schedule shipping to a particular day and because your order can take a week to review, it could arrive on literally any day even on days you're not in. So sometimes, it will just sit at the post office for DAYS. They don't care though. They pretend to care about your package being cool on arrival so they force you to pay express delivery, but if it has to sit for multiple days in the office cause of their poor planning and poor review times, they don't care. 4) ZERO customer support, it's completely unreachable - they take 2 weeks MINIMUM to reply to emails, I literally sent them an email telling them to hold an order and not send it, but they sent it and weeks later replied telling me its already been sent and delivered LOL. No really, Sherlock? And calls? Forget about it, there's an AI now that won't let you speak to a human. It will go and "check" if there are any available, but when there aren't (which is every time), it will refuse to put you in any kind of queue. Queues are apparently just not an available functionality. So tldr, support is UNREACHABLE. 5) Reviews of orders - they will send multiple separate back and forward emails asking about details for your order so it can get approved. Details they could have asked for in the very first email so I can give them all at once and we can get the order approved. Instead, the order takes DAYS to approve because they won't stop emailing back with a new ask that they could have asked the previous time. 6) If your delivery is messed up in any way by DPD, they will refuse to engage with DPD. They won't phone to inquire or anything. As if I'm DPD's client... No, you are, you deal with them... why should I have to do phone calls and spend an hour on the phone with them? The worst part? ALL of the reasonably priced online pharmacies I've tried are this bad. I haven't tried more expensive ones, maybe I should. I guess you get what you pay for.
Simple Online Pharmacy is a registered UK online pharmacy and healthcare provider that offers a wide range of treatments and consultations to meet various health needs. The company provides access to prescription medications and over-the-counter products, catering to issues such as weight management, men's and women's health, hair loss, and more. Customers can consult with qualified online doctors to receive personalized treatment plans, ensuring they have access to appropriate care from the comfort of their homes. The pharmacy is regulated by the General Pharmaceutical Council (GPhC), which guarantees that it adheres to the highest standards of safety and quality. Simple Online Pharmacy serves individuals seeking convenient healthcare solutions, particularly those who prefer the flexibility of online consultations and medication delivery. With a focus on accessibility and patient care, the company aims to support a healthier lifestyle for its users.
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