Review Time
My journey so far with Dr Frank's has been good. The staff are always very helpful in dealing with all issues/queries. I have switched to Wegovy, weightloss has slowed down, but I'm waiting for more suppression to kick in as doses increase
I placed an order for the 3 pack of pens 2.5 to 7.5 , it took longer than it should have for delivery and when I received my delivery I only received 1pen , I understand if this had been discussed before hand but i wasn’t told about this , I emailed a couple of times and tried to phone a few times because of the length of time it took for my delivery because I was going away but no response to emails and no reply to the phone , eventually the phone was answered and I was told my comments would be handed over.
If I could give a minus star I would. I placed an order 3 weeks ago, provided information and was told time and time again to wait and thanked for my patience. I was then told the order was cancelled but 'rest assured' would be re issued... I TRIPLE checked the delivery address and I asked to speak to a manager who and was told that someone would call me back.. they didnt! Then someone told me that it would be in the post within 24 hours.. and guess what They SENT IT TO THE WRONG ADDRESS. This is AWFUL!
I would leave 0 stars if possible! By far the worst customer service and unprofessional company I have ever come across. After placing an order , order number 90183, for 3 months worth of pens, I am now being messed around regarding delivery. Up to yet I have no dispatch information for medication where there shouldn’t be a break in treatment! After requesting a refund due to no dispatch I have been told that because my assessment was approved the medication is now mine so I am not eligible for a refund! How is this medication mine when it hasn’t even been dispatched, let alone delivered. When emailing to get further details it seems an AI generated response is sent, however, still doesn’t actually give me any answers to the questions asked. Avoid this company like the plague, they are scammers through and through!! Awaiting acknowledgment of my refund request before I take legal action action based on my rights as a customer! Dr franks see below information!!!!Under UK consumer law, you have strong rights if your order is not fulfilled. Your contract is with the retailer (seller), who is responsible for ensuring the goods are delivered. You are entitled to demand a refund or a replacement, and you have several options for escalating the issue. Your Consumer RightsDelivery Timeframe: The seller must deliver your goods within the timeframe agreed upon at the point of sale. If no date was agreed, the law requires them to deliver within a "reasonable time," which is usually considered to be 30 days.Seller's Responsibility: It is the seller's legal responsibility to resolve the issue, even if they used a third-party courier. They cannot tell you to chase the courier yourself.Right to Refund/Replacement: If the seller fails to deliver within the agreed or reasonable time, you can ask for a full refund or a redelivery.
I had no issues at first; then one of their deliveries got lost. My order was placed on the 29th August. I raised the issue with them on the 6th September. It’s now the 2nd December and still no refund. I’m calling them every day, get through to people who can’t pass me on to a manger but promise a manager will return my call. I’ve been told this on 4 separate occasions now. No phone call ever received. No replies to my emails anymore. Essentially they’ve taken £200, given me no product and refuse to refund the money. I’ve had to take legal action. It’s pretty appalling.
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