WELL
4 THE ARCADE, UPPER GORNAL, DUDLEY, WEST MIDLANDS, DY3 2DAContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 15 October 2024
This pharmacy has proven on many occasions not to be able to provide medication in a timely manner. I now order early from my doctors to try and avoid turning up to collect my medication and it not being available. Unfortunately this does not work either. I have been waiting on Diabetes medication for 9 days now and there appears to be no urgency from this pharmacy to get it in for me. I just keep getting fobbed off with excuses of technical glitches and change of ownership. I have tried calling and nobody ever picks up the phone. They would rather you have a wasted journey and stand in a long que only to be told they haven't got it again. Some of the staff could do with customer service training as there appears to be no empathy or understanding as to why you may be concerned that you can't get your essential medication. If they can't provide an adequate service then they shouldn't be open. It's no wonder that people would rather opt for online delivery services than stay local when the service is so poor.
Visited October 2024
Review titled WELL
Replied on 15 November 2024
Hello, Thank you for taking the time to share your review regarding one of our well pharmacy stores. We are very sorry to hear your experience, this is not the kind of service we expect our customers to receive. We would like to assure you that the branch area manager and regional manager have visibility of these reviews and will have addressed any issues directly with the pharmacy team. Thank you once again for sharing your review with us, we apologise for any inconvenience caused. Kind Regards, Well Customer Operations Team
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2024
This pharmacy never answer the phone. They never have medication ready or in stock. I had to wait three days for some nasal spray and had to change it with GP , even then they didn't get it and I had to get a paper copy and go elsewhere. Customer service is shocking. Very short staffed clearly which isn't their fault. No stock of anything. Each time I've been in the last two weeks people have been complaining. Some waiting over a week for repeat prescriptions , some told to come back later despite saying it will be ready. No duty of care. No stock of medications. No urgency. So slow you could do a better job yourself. Being told pharmacist is on break so you can't have your meds, that shouldn't be a patient problem when someone has travelled there. Won't be going back here and will be changing it from my nominated pharmacy. Tons of people have complained, no complaints procedures followed though. If you look on gornal watch on FB there are complaints on there about the place. Cqc need to see this place. In the queue of five people, not one person's medication was ready despite it being days! Also because they don't answer the phone there is no delivery service. One woman said she called the pharmacy 80 times throughout the day. If they do have your medication ,you best be prepared to stand there waiting for a long period of time to get it. Would never recommend this pharmacy anymore.
Visited July 2024
Review titled WELL
Replied on 23 July 2024
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 Never answer their phones
Rated 1 star out of 5
by Anonymous - Posted on 10 June 2024
I've been trying to call them on behalf of a patient for over half an hour today, and it either rings out constantly, or rings once then goes to busy. They obviously don't want to answer the phone. It's ridiculous.
Visited June 2024
Review titled WELL
Replied on 23 July 2024
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