After many years years of using this pharmacy I am now considering changing as the customer service has radically declined, I noticed this markedly decline over the last few month, this has recently gone through a refurbish but the new staff service has a lot to be desired, l am sure they will ignore this review as in my opinion they seem as we customers are there to be treated as they see fit, they have just told me that my perscription has just came in and is not ready , they said the same excuse yesterday and no Doubt will again next time I visit yet my doctors have sent it to them 5 days ago, I feel now they can't be trusted to have import medication ready on time

Reply from Well Guisborough - Westgate
Mon, 23 Sep 2019 14:52:03 +0100

Hello, Thank you for your message and I apologise for any inconvenience caused. Please be assured that customer service is of paramount importance to us and we welcome all feedback, to ensure we are delivering an expert and professional service and are providing the best possible experience to our customers. All feedback and incidents are recorded on our database which is reviewed and evaluated on a regular basis and allows us to monitor the quality of service we provide and to take action where required. Our Regional Manager has been informed of your feedback and will be addressing this directly with the store. It is disappointing to hear of the decline in service and the delays to your prescriptions. We certainly do not expect patients to be making several trips to the branch after leaving sufficient time for this to be prepared. I will ask the Regional Manager reviews the prescription timeframes at the store to ensure they are adhering to the expect guidelines. Please accept my sincere apologies once more and thank you for bringing this to our attention. If you would like us to look into your concerns in more detail, please email us directly with your name and address to yourexperience@well.co.uk. Kind regards, Well Pharmacy Superintendent's Team