My local Terry White is fine. But this review is for the online Terry White which has an awful ordering system and sub-par customer service. Both of which I had the misfortune of encountering this weekend.First of all, the stuff they show in stock in search results are not actually in stock. When you find an item, you are prompted to log in or put in your location, where the in-stock item will then disappear from the cart (depending on your location) and you need to manually look at each Terry White store in your vicinity to find your elusive item and if it's in stock at the store. Even when you do home delivery you need to finagle the item by selecting the store in stock, which is tedious. No other online chemist makes you do this. Secondly, they claim they have free Shipping over $99 dollars, except that this is entirely at the discretion of the stores (because they are independently owned) so basically they claim to have free shipping but because all the stores near us don't honour it, we could only click and collect, so their free shipping claim on the website was false. It doesn't say anything about some stores not honouring free delivery until you go to checkout.Lastly, their item wasn't even in stock after all that hassle (we also physically went to the store to check). Our order was cancelled an hour after ordering. But the site still shows stock in that store over a week later! You can still order it despite it not being in stock. So their website stock levels are to be desired.Also, their account system and Google account linking is glitched. I signed up for an account to buy my mother a Waterpik replacement, which was on sale at TW. When I asked her about it she told me she had a TW rewards card already. I thought I should make her her own account instead, since she shops at TW more than me-- so I cancelled my account and helped her make her own online account. I then linked her rewards card to her account. Despite being completely logged of my (deleted) account (I remember even clearing cookies) it somehow linked her rewards card to my own deleted account as well as hers. It was linked to both accounts, a fact the rep emailed me about when she asked if I wanted to delete my account since I had so many rewards. I told her I didn't have a rewards card, it was my mothers and it shouldn't be linked to mine and to keep it attached to my mother's account instead of mine and remove my account. Simple fix, right? Wrong. This minor issue required 4 emails of follow up with TWCustomer service asking for our details, emails, names, phone numbers (info they already had-- these details are available when logging in to each account mind you) and it culminated in my mother getting called at home by zealous customer service rep trying to catch us out for $3 dollars worth of Terry White rewards. Something that should have been easy fix (literally just deleting my account and keeping my mother's account active with her rewards card attached) took 4 emails and a phone call.Oh and they rang us with no warning whatsoever and asked her weird stuff like 'do you buy online or in store?' despite knowing what she buys because they had access to her transactions via her rewards card!! Like literally treating us like we are defrauding their system for $3. Why was it so hard to fix something so minor that it required more than us emailing them multiple times (we both did). I have a feeling they were trying to catch us out because my personal email is in my old company name (which is a portmanteau of my parents surnames) and people think it's someone else's name and/or it's not a legit email. Or maybe its because my mother is elderly and I handle her online stuff. But even then, it's for $3 of rewards in your pretty average rewards system, and calling as at home like you are doing 2FA sting for such a minor issue (which was a glitch on your own website!) was so over the top that both my mother and I were flabbergasted that the rep called her over this. Keep in mind no money was exchanged at any point, this was literally just a rewards card-- of which she never even used her points when doing the online order anyway.My mother just told me about the call and said I should have just told them to cancel everything once they started asking all these questions and she'll get another card or go to Chemist Warehouse instead. Just really disappointing experience. Still confused why it was so hard to just delete my account, remove her rewards that had been incorrectly linked and keep hers. I guess it's a security issue, but I'm not sure it was worth putting off two loyal customers (especially my mum) over it.
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TerryWhite Chemmart is an Australian pharmacy retailer owned by the Terry White Group.
