Dr Franks refusing refund

Jaffabfc

Hi,

So I ordered from here on a 1 off order which I received no issues.

2 and a half month later a second payment was charged to my credit card of £250.

I questioned the charge and was told it was my monthly subscription, I advised I hadn't got a monthly subscription and asked for a refund.

They told me I had signed up to a monthly subscription but could cancel anymore payments, I sent them screenshots of my first order that advised it was a one off order but they still said it's a viewing error and I did order the subscription.

I questioned that if I had ordered the monthly one why has it taken over 2 months for my 2nd order.

They refused to answer that question and said no more orders would be delivered. I told them to not deliver this and refund me again but they said they couldn't. I checked their return policy and it says if it's not tampered or opened then I would pay a £25 admin fee for the return.

I then told them I would refuse delivery when it arrives, they said that's fine it would then be processed as a return.

The goods arrived at my door and I refused them and they were returned, after several weeks I heard nothing so chased the refund and they said that they wouldn't be giving me one due to the item that had been sent not falling under that returns policy.

I contacted my credit card company and they queried the payment, Dr Franks refused to refund so I needed to provide proof of what my claim was.

I provided proof but still Dr Franks refused and my credit card company won't take it any further.

So I have no item and have no money refunded what are my options and next steps?

Complaints all over the internet of them doing the same thing to lots of customers.

dumpster_fire2025

You need to take them to court.

elsien

Did you do a chargeback or a section 75 claim on your credit card? 

They appear to be a weight loss service -was the item a prescription medication and is that the reason they are giving for not being able to accept a return for refund because if so that is correct under the consumer rights act. If not, what reason are they giving? 

GrubbyGirl_2

Dr Franks have been banned from providing weigh loss medication by the General Pharmaceutical Council since September, so if you have had money taken for this then they have done so fraudulently.  Go back to your bank with this info

https://www.chemistanddruggist.co.uk/news/regulation/system-wide-failures-gphc-bans-dr-franks-weight-loss-jab-supply-WAVSZ3I7KRFP5FPMXJOHMFALTY/?utm_source=Eloqua&utm_medium=Email&utm_content=C+D daily 05/09/2025&utm_campaign=C+D daily 05/09/2025&utm_campaignID=

born_again

GrubbyGirl_2 said:

Dr Franks have been banned from providing weigh loss medication by the General Pharmaceutical Council since September, so if you have had money taken for this then they have done so fraudulently.  Go back to your bank with this info

https://www.chemistanddruggist.co.uk/news/regulation/system-wide-failures-gphc-bans-dr-franks-weight-loss-jab-supply-WAVSZ3I7KRFP5FPMXJOHMFALTY/?utm_source=Eloqua&utm_medium=Email&utm_content=C+D daily 05/09/2025&utm_campaign=C+D daily 05/09/2025&utm_campaignID=

Will not make any difference to chargeback. Which do not cover buying such issues. Would not either be a breech of contract.

In the UK, medication is tightly regulated by the MHRA, which mandates that prescriptions from healthcare professionals are necessary for dispensing at pharmacies. This ensures that a consultation with a healthcare professional occurs to determine the most suitable treatment for you. After completing the medical questionnaire, our team of expert clinicians will thoroughly review your information and prescribe the appropriate treatment accordingly. For any of the weight loss medication provided by Dr Frank's, a prescription is required.

Not sure how OP missed the ongoing payments, as everything is stated in weeks or months.

https://www.drfranks.co.uk/policies/refund-policy

Covers the OP issue nicely.

Jaffabfc

It was a weight loss yes. I tried it and that was it, wasn't for me so didnt order anymore.

My email to them and charge to me was 7th September and I received the goods (declined delivery) shortly after.

Does this mean they have done it illegally? And if so how do I get my money back?

GrubbyGirl_2

born_again said:

GrubbyGirl_2 said:

Dr Franks have been banned from providing weigh loss medication by the General Pharmaceutical Council since September, so if you have had money taken for this then they have done so fraudulently.  Go back to your bank with this info

https://www.chemistanddruggist.co.uk/news/regulation/system-wide-failures-gphc-bans-dr-franks-weight-loss-jab-supply-WAVSZ3I7KRFP5FPMXJOHMFALTY/?utm_source=Eloqua&utm_medium=Email&utm_content=C+D daily 05/09/2025&utm_campaign=C+D daily 05/09/2025&utm_campaignID=

Will not make any difference to chargeback. Which do not cover buying such issues. Would not either be a breech of contract.

In the UK, medication is tightly regulated by the MHRA, which mandates that prescriptions from healthcare professionals are necessary for dispensing at pharmacies. This ensures that a consultation with a healthcare professional occurs to determine the most suitable treatment for you. After completing the medical questionnaire, our team of expert clinicians will thoroughly review your information and prescribe the appropriate treatment accordingly. For any of the weight loss medication provided by Dr Frank's, a prescription is required.

Not sure how OP missed the ongoing payments, as everything is stated in weeks or months.

https://www.drfranks.co.uk/policies/refund-policy

Covers the OP issue nicely.

It absolutely is and was a regulated pharmacy and has been legitimately dispensing weight loss medication legitimately and lawfully.  It has only recently been banned from supplying weight loss meds because they weren't following the rules for prescribing it.   It's wasn't a back street supplier selling illegal jabs.

Ergates

Jaffabfc said:

Hi,

So I ordered from here on a 1 off order which I received no issues.

2 and a half month later a second payment was charged to my credit card of £250.

I questioned the charge and was told it was my monthly subscription, I advised I hadn't got a monthly subscription and asked for a refund.

They told me I had signed up to a monthly subscription but could cancel anymore payments, I sent them screenshots of my first order that advised it was a one off order but they still said it's a viewing error and I did order the subscription.

I questioned that if I had ordered the monthly one why has it taken over 2 months for my 2nd order.

They refused to answer that question and said no more orders would be delivered. I told them to not deliver this and refund me again but they said they couldn't. I checked their return policy and it says if it's not tampered or opened then I would pay a £25 admin fee for the return.

I then told them I would refuse delivery when it arrives, they said that's fine it would then be processed as a return.

The goods arrived at my door and I refused them and they were returned, after several weeks I heard nothing so chased the refund and they said that they wouldn't be giving me one due to the item that had been sent not falling under that returns policy.

I contacted my credit card company and they queried the payment, Dr Franks refused to refund so I needed to provide proof of what my claim was.

I provided proof but still Dr Franks refused and my credit card company won't take it any further.

So I have no item and have no money refunded what are my options and next steps?

Complaints all over the internet of them doing the same thing to lots of customers.

What is a "viewing error"?  That sounds like a display error, which would be their responsibility.

elsien

Please can I direct you back to my earlier question?
Did you do a chargeback or a section 75 claim on your credit card? What reason did the bank get for declining to take it further? 

Jaffabfc

I think it was a section 75.
They investigated a claim and said it's because they had provided proof of the order been a monthly occurrence but it was a totally different order number to the one against my account, all the details they gave me was wrong. 

They then asked for proof which I sent but said they didn't receive it within the timescale Dr Franks required it in

Jaffabfc

And yes the viewing error said it states as a one off order but they said it didn't mean it and could.mean a monthly subscription