Problems with Express Chemist

jennyone1

:mad:Has anyone else had problems when ordering from Express Chemist? When I first used then I thought they were great, but with my last two orders I have had a nightmare. The items took ages to be sent out and when I received my order of hayfever pills they were the wrong kind – I can’t take the ones they sent because they cause drowsiness and I need to drive to work - and ones that were almost £6 cheaper than what I ordered. On neither occasion did they email me to say the ones I ordered weren’t in stock and that they were replacing them with this other version and refunding the extra money they deducted from my credit card.

The first time I just chalked it down to human error, but now it’s happened again I’m starting to wonder what’s going on.

I got an email from them telling me that I need to return the pills they sent out – they claim it happened by mistake – before I get the right ones. I am not happy with this as I believe they should be sending out the order that I paid for (there was only one thing in my order) right now and if they confirmed they’d done that then I would post back the wrong tablets they sent me. With the postage backlog because of the strikes it will take forever to get the tablets they were meant to send in the first place.

I use Express Chemist because I live on an island with no chemist and can't get the tablets without a bus and then boat journey.

I am going to contact Trading Standards about this, as I feel I have no option. Has anyone else had good or bad experiences with this company?

vicshippers

It does sound like a genuine mistake and they are within their rights to wait until their property is returned (the incorrect pills) before issuing your order.

As they haven't violated any laws or best practices, I wouldn't bother involving trading standards as they will instantly dismiss it. Try writing/e-mailing the company and complaining - although this might not get you anywhere it may get your account highlighted so they take extra care.

jennyone1

Thanks for your advice and although I don't agree with it - when you pay for something you should get that product and not a cheaper replacement that's of no use - I understand what you are saying, but its not as though I was the one who made the mistake and ordered the wrong product.

Express Chemist have been in touch and are giving me a full refund and sending out the product. I would have settled just for them saying they were sending out the right item ASAP and asking me to return the wrong one. With the postal strike on - there's meant be a huge backlog of mail from the one day strikes and the biggie seems to be coming - I would be lucky if I got the tablets in the next two weeks if I did it their way.

DVardysShadow

vicshippers wrote: »

It does sound like a genuine mistake.....

Genuine mistakes rarely happen twice in succession.