WELL - Ratings and reviews
Reviews
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Review titled chaos
by Anonymous - Posted on 03 May 2024
the pharmacist was really good but the staff serving behind the counter need more training the one I spoke to today was rude when I told her about phoning at least 12 times the previous day and today at least 4 times that no one was picking up apart from twice when the phone was picked up and put straight back down she basically called me a liar and assured me that would not happen well it did all she had to do was apologize but she just decided to have the attitude of dont ask me a question, its took days to get my husbands meds there have been times when he has run out I started ordering them 2 weeks early to make sure he got them thats still not guaranteed its just utter chaos,I know from other reviews the the branch manager and the regional operational manager are aware of problems but staff training and actually getting on top of and dealing with complaints would be basic.I am going to change to another pharmacy so it will not be my problem anymore
Visited March 2024
WELL has not yet replied.
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Review titled Shocking Service
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2023
I collected a prescription on behalf of a friend this evening and stood in a queue for 40 minutes behind another 10 people. Every person that was served in front of me was told that they were either out of stock of medication, or the prescription was not received, advising people to dial 111 to get an emergency prescription. There was a notice at the till saying they had a problem with their computer system and no prescriptions had been received for two days. This isn’t ideal when you’ve spent 40 minutes in a queue. When questioned I was informed there was a notice in the window….who stops to read a notice in a window in the tipping rain? Behind the counter is utter chaos, with baskets and boxes everywhere…they can’t seem to find a thing! Having lived at Springwell most of my life thus far, I’ve used this pharmacy for many years. I’m afraid this will change and I will not be using it again. Absolutely terrible customer service!
Visited November 2023
Review titled WELL
Replied on 27 December 2023
Hello, Thank you for your feedback, we are very sorry to hear of your experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will have addressed this with the pharmacy directly. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled Lovely staff, but overworked.
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
Staff themselves are lovely. Always very apologetic when things go wrong and do what they can with the resources they have for the amount of work they have. Since the boots pharmacy next to the doctors has closed they have had an influx of patients and are overwhelmed by the looks of things. That being said over the last year I have had 1 instance of the wrong medication being handed out leading to an illness and a separate instance of missing medication and another instance where we were handed someone elses tablets instead. On top of this they are quite literally impossible to get a hold of on the phone. I try calling ahead to get a prescription prepared from a repeat dispensing file they hold and then to check on whether a separate medication that needs to be ordered separately is ready 2 times a month. In the last 2 years I have gotten through on the phone twice. On one occasion where is was too ill to leave the house, i tried calling for 45 minutes straight, and still had to get a relative to go for me as i was unable to get through. Combining the above factors, they have too much work that they are not equipped to handle that puts patient safety at risk.
Visited November 2023
Review titled WELL
Replied on 27 December 2023
Hello, Thank you for your feedback, we are very sorry to hear of your recent experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will address this with the pharmacy directly. If you do need to get in touch then please email hello@well.co.uk with the pharmacy name and address in the subject bar. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled waiting
Rated 1 star out of 5
by Peter - Posted on 17 June 2023
I have used this pharmacy for years its always been good. The last few months its been realy bad witing over a hour for a prescription that was ordered at the start of the week. Then not getting the right tablets. Realy bad. I have problems standing so waiting is realy bad.
Visited June 2023
Review titled WELL
Replied on 10 November 2023
Hello, Thank you for your feedback, we are very sorry to hear of your experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will have addressed this with the pharmacy directly. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled Very slow and disorganised
Rated 2 stars out of 5
by Anonymous - Posted on 22 December 2022
In the past few months the counter service had become very slow. Staff seem to have great difficulty finding customers prescriptions and the actual medications, rummaging around looking all over the place. Queues are routinely 8 to 10 people long and wait times a half-hour typical. Seriously going ro change.
Visited December 2022
Review titled WELL
Replied on 10 November 2023
Hello, Thank you for your feedback, we are very sorry to hear of your experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will have addressed this with the pharmacy directly. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team