This chemist has gone down hill since new phamasist ,the prescriptions are never on time ,lost prescriptions ,short scrpts ,been told allready had ,not been put in when it clearly has they never answer the phone ,when asked if it wil be ready when due i was told by staff ,well maybe carnt promise ,they have had my prescription over a week and told they might not have the stuf i had to get out of my sick bed to go around as wouldnt answer the phone after ringing allorning when got there we were told thr new system isnt working ,didnt even sayy sorry ,were due meds tomorow and told may not be there when asked if it would be ready ,there attitud is appauling

Reply from Well Crewe - Brookhouse Drive
Thu, 12 Sep 2019 17:29:46 +0100

Dear Mrs Sandham, Thank you for taking the time to write to us. I'm really sorry to hear that you've been experiencing so many issues with our Crewe - Brookhouse Drive branch. It's clear from your feedback that the standards we expect from all of our branches haven't been met consistently here and I sincerely apologise. I would like to assure you that we take all feedback extremely seriously and your concerns will be raised with the branch manager to understand what is causing the problems and how we can improve to prevent any more from happening in the future. Once again, I sincerely apologise for the upset and inconvenience caused here Mrs Sandham. Kind regards Elliot Patient Safety and Experience Advisor Pharmacy Superintendent’s Team

This pharmacy used to provide an excellent service but over the last few months it has become dreadful. The shop looks dirty, the staff have been whittled down and changed, there is zero customer service and mistakes are being made with the prescriptions. Nothing is ever ready on time, items are missing from the prescriptions, entire prescriptions are being lost, nobody ever answers the phone, they refuse to order prescriptions from the surgeries, the customers are queuing out of the door and there is no explanation or apology. I shall be changing my nominated pharmacy to a different shop in future and I'm sure I will not be alone.

Reply from Well Crewe - Brookhouse Drive
Fri, 06 Sep 2019 09:59:39 +0100

Hello, Thank you for your message, I am very sorry to hear of the disappointing service you have received. 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. The Regional Manager who is responsible for this branch has seen your feedback and will be addressing this with the team. The branch are receiving additional support at the moment and will continue to receive this until the service returns. We understand the service provided is not what we would expect and is not what the customers are used to. Once again, I would like to offer my sincere apologies for the inconvenience caused. If you have any further concerns relating to this incident, please do not hesitate us by emailing yourexperience@well.co.uk. Kind Regards, Well Pharmacy Superintendent's Team