Review Time
CB1 gets a lot right: their portal is easy to use, and their customer service team is responsive and professional. However, as a medical patient, the "medicine" side of the business is where it falters.
My biggest concern is stock availability. For patients requiring high-THC strains (29%+), about 75% of the menu is currently out of stock. This forces patients to settle for products that don't provide adequate relief. For those of us who rely on specific terpene profiles for symptom relief, being limited to ineffective alternatives defeats the purpose of the service.
Additionally, the "next day delivery" claim is misleading, as it typically takes 2–3 days, and the 3-week wait for consultations is longer than ideal. CB1 has the potential to be the best in the market, but they need to fix their supply chain and be more transparent about delivery times to get there.
Final Verdict: The "wrap-around" service is great, but the medicine is the most important part. If the specific strains needed for relief aren't available, the rest of the experience loses its value.
I rarely share my experiences, but I feel compelled to do so after facing significant issues. I have been with the service for over a year, and the delivery has consistently been unreliable. Despite numerous complaints and assurances that a new system would resolve the problems, the situation has only deteriorated. Even when opting for next-day delivery and adhering to the cut-off time, I find myself having to follow up on orders, and tracking information often arrives after the delivery. The limited weekday support from 9 to 5 is also inadequate for a private healthcare provider. If reliability and communication are important to you, I would advise caution.
The staff I spoke to on the phone were friendly and welcoming, but the process to access this service has been a nightmare. I was initially accepted, then rejected, and after paying for my order, I faced another rejection despite providing sufficient proof.
This service is completely unreliable. They keep you waiting for weeks after taking your payment. Each time you reach out, you are told your order is 'being processed and will arrive shortly,' only to receive a call a week later saying it's out of stock.
I signed up to CB1 back around August 2025.My consultation and experience with the process was great, however my 1st ever prescription was in limbo. It took me calling them to ask what the issue was. Turned out they needed to confirm my address. Not sure why I had to call in to do that mind, so instantly I was skeptical of the service. In fairness, they had it shipped out that day and it arrived the next. Since then they been pretty good in general.However, I ordered on Thursday 27th Nov as I always do on a Thursday (I will always have it delivered by Saturday). Like a lot of other reviews are saying, their medication has not even been scanned in by Royal Mail, when you check the tracking. I spoke to Royal Mail a number of times and they confirmed the whole batch in which mine would have been part of, was not scanned in (basically it all vanished into thin air). CB1 say it's 100% been dispatched yet Royal Mail has no record of it being received. I was called on the Thursday to confirm my address (not sure why since my last load of orders had been successful), so I found it strange that CB1 were asking to confirm my address, exactly in line with delivery issues. Sadly CB1 has no answer to where the meds are and that's far too unprofessional for a pharmacy to be doing. I do feel for the staff, because they've all been as helpful as possible, but on the last few calls you can just tell they are defeated now, as they are being bombarded with calls. I did get a discharge letter straight away in fairness to them and a refund is in the process. Sad to say I will be swapping to a new provider over this. If it was a book from ebay or something, it wouldn't be the end of the world, but when it comes to medication, making mistakes like this is unacceptable. CB1 could have offered to send out a new batch with another delivery service and if it turned out to be a Royal Mail issue, they could have sorted that between them, but CB1 are putting profit over patients in this case. I do hope they manage to sort the issues out and bounce back. When they work, they were great, but sadly this issue has completely broken my trust with them.
When I joined CB1, it was great(for like a week). A seamless experience from the eligibility checks to the consultations to receiving my first prescription. that's where the seamlessness ended. Upon receiving my first prescription I was told to email to get a follow-up appointment. I did this, I received no reply and no appointment. I chased this multiple times until an appointment was booked. At this point the follow-up appointment was booked so far after my first prescription had been received I was out of medication and due to the fact you require this follow-up appointment to be able to order a repeat this acted as a medication blocker. Following this follow-up appointment I ordered more medication the tracking showed this to be delivered but I didn't receive anything. This was in October. I have still not heard back regarding the investigation. Nor have I had a refund for the missing prescription.On Friday the 28th of November in the very early morning I ordered a repeat prescription for myself. Having checked it on Monday it hadn't moved, I allowed the day for it to progress but it's still haven't changed so I called today Tuesday 2nd December, to be told that this is probably out of stock and they'll refund me and I'll have to order a new one. I have medicana as I am autistic and I have ADHD, I am completely without medication and the customer service agent showed absolutely no compassion or empathy. Told me "it's not just me" it was very clear the customer service agent was just trying to get me off the phone. By telling me we'll look into it and get back to you. I wouldn't accept that as an answer, I've been chasing my missing prescriptions since mid-october full stop and I still haven't heard back regarding that, I don't trust that I'm going to hear back regarding the prescription that's currently on the system but she thinks it's out of stock. Medication being out of stock and causing issues is a frequent occurrence. I have been with CB1 since the end of September, I have already had four separate out of stock issues when ordering repeat prescriptions. I think if you have medicanna for physical pain CB1 is fine. But for anyone neurodivergent who requires clear communication or consistent systems avoid this company. I'm already looking for a good alternative to move to - I'd quite like my £120.10 back for the medication I've still not received. P. S, you might want to let your phone handlers know "all my managers are in a meeting" isn't a suitable response when people request their complaints to be escalated and shows clear lack of compassion or patient care.
I've been waiting for my prescription since November 19th... nothing has arrived. The help desk and pharmacy aren't communicating at all; it's clear there are serious issues. The help desk instructs you to call back and select "4" to reach the pharmacy, only to be placed in a queue with over 30 callers. This is unacceptable. There's a complete lack of consideration for patient care. I was assured a second prescription after not receiving the first, yet still no updates on either. I'm very close to asking for a refund and switching to another clinic, as many depend on their prescriptions. The numerous negative reviews reflect this situation. I should have just used the app.
Poor CB1 are not having a good time of it these days, but I don't think a lot of their patients are either. I think right now they are losing patients at a faster rate than I am losing patience with them. They are doing their best though and they do go out of their way to help if you have issues, and they are nice people. If only the system they are using worked then everything would not be in the complete shambles it is currently in this week, as we approach the Xmas rush period. This ultimately lies at the heart of the current breakdown in services experienced by many people, my self included. Things did actually work not too bad before, if you could put up with their limited formulary which is supposed to be expanding next year. They will need to sort their act out if they are going to pull that off, but if they can do that then they might not be a bad option in 6 months to a year's time. They need to sort things out and hopefully they will, and the poor staff who's fault this mostly isn't can have a nice relaxing Xmas and New Year, as can their patients in the knowledge they will fully medicated for the festive period. They have been until now quick to respond to queries by phone or email, but at the moment they don't have the staff to deal with all the emails and phone calls they are getting as a result of the chaos they have created for themselves. They need to improve their internal communication a bit too, as it often feels like the staff member dealing with my calls isn't really registering what I am trying to communicate, too many standard email responses that don't really feel like the person who is replying has read everything you have said. Bit of overtime then, and some time to restore trust in your customer base. But the clock is ticking and I'm waiting on my discharge letter, which I hope arrives in a timely manner or else my fair 3 stars out of 5 might drop to a 2. I wish them all the best and have every faith that they can get things sorted going forward, but anyone considering signing up needs to know what they could be facing if they join right now. I wouldn't bother until at least next year if at all, and I can't say any fairer than that.
CB1 keeps emailing me for a review, so here it is.CB1 Medical is unprofessional, disorganized, and concerning for patients. Orders are delayed for days or weeks, tracking is missing, and customer support is almost impossible to reach. Emails go unanswered, phone queues are long, and staff frequently provide conflicting or incorrect information.The web-only system is broken and removes transparency, making it impossible to know the status of prescriptions or delivery dates. Repeat orders are often missing or canceled without explanation, leaving patients without essential medication. My last order was 26th November - I still havent received a tracking number. Minimal patient monitoring and mishandling of basic documentation show a disregard for patient wellbeing.For a clinic handling regulated medication, this level of mismanagement is concerning and could impact patient safety.Note on 5-star reviews: Some recent glowing reviews show a defensive tone, dismiss multiple negative reviews, and use generic praise like “easy and efficient” or “friendly people” without concrete examples of prescriptions, deliveries, or patient care. One review even labels other reviewers as “rivals” or belligerent, which is not a typical patient concern. The tone and content raise serious questions about their credibility, while the corroborated negative reviews from independent patients provide a more reliable picture of CB1’s service.
Been waiting for my prescription since the 19th November.... NothingThe help desk and pharmacy arnt even in contact, they've clearly got issues as the help desk tells you to ring back and press "4" to be put through to the pharmacy to then be put into a queue of 30+ this is abysmal. The utter disregard of patient care. I was promised a 2nd prescription after I hadn't received anything. Still haven't received either with no updateVery close to requesting a refund and changing too a different clinic, this isn't good when lots of people rely on there prescriptions. The glowing negative reviews says it all recently.Should have stuck with the app.
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CB1 Medical is the UK’s most affordable and highly rated medical cannabis clinic, providing expert consultations, prescriptions, and ongoing patient care. We specialise in tailored treatment plans for chronic pain, neurological conditions, and mental health concerns, offering a patient-first approach with transparent pricing and accessible support.
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