Last month I raised an official complaint with Sciensus after they failed to deliver on 2 occasions. They did eventually send meds by courier next day after I insisted that I wouldn't wait another week.
I've had a response apologising for the issue. They've explained they were at fault, staff involved have been retrained and made some changes to their processes. They've also sent a copy of this letter to my hospital.
I sure hope this improves things for everyone and not just me as a customer.
Well done! There have been many many complaints voiced on this forum about the serious flaws in their 'service'. Simply changing their name to shake off their dire reputation has made little difference it would seem.
Thank you 😊. My ethos is unless you complain in the right way nothing will be done or improved. Not saying that things will improve overnight but hopefully a step in the right direction. After all its our tax money paying for this poor service.
Success! 👍
Sounds like a decent result. I have a delivery booked for Friday, am going away next week so 🤞 hope it turns up.
Still right in the mire with them, here. I ran out of imraldi a week ago. My daughter is going to be down to her last dose of one of her meds on the day they deliver next week, when I initially spoke to them more than 3 weeks ago to try and sort this out. They told me they were going to deliver on Monday gone and nothing materialised. I made a ‘formal complaint’ in December (albeit not in writing at that stage, but was assured it would be treated seriously, and the complaints team would contact me to start the ball rolling). It turned out to be a farce; I got what sounds like the same response you have, but they never actually contacted me, and nothing has changed since. How can you investigate a complaint without talking to the person that wants to make it? The London hospital that provide care for my daughter has also made a direct complaint, in writing, but the lead pharmacist told me that we are one of many families reporting issues to them. The Sciensus lady that phoned me yesterday got a bit shirty with me when I interrupted her reasons as to why it was happening to politely but directly tell her I don’t care. The why is not my problem, nor does it interest me. The only thing I care about it getting our meds in a timely manner. Which at this stage they haven’t done once since last April.
You can insist on an emergency delivery (i would do the complaint again in writing) especially as they've failed to deliver on more than 1 occasion. Its worth raising a formal complaint via email. They cannot ignore it and they have to copy your hospital in on their response. Good luck.
I’m also struggling with them . The app doesn’t work - every time I tried to open it I had to reregister - the next delivery date is buried in the app and needs confirmation but you can’t get into the app and they don’t send an alert to tell you that theres a date in the app. Grrrrrrr.
I don't use the app
nor do I any more!
I have been using the app with just a login number…..it was only by checking the app that I noticed they were planning to deliver an outdated prescription. With a delivery imminent I can’t get on to the app - like yourself they suddenly want me to re register and it’s an unknown website that wants my details - doesn’t sound right. What a shambles Sciensus is!
I had something similar and I got my rheumatology nurse to insist and I got the delivery immediately She told me to contact her again, now I understand why.
I’m due a delivery of Imraldi from Sciensus on Friday 1st April, April Fool’s Day 🙄 to inject on Monday 4th April, the next working day. Why on earth don’t they deliver a few days earlier rather than leave it so late?
Good question 🤔 Problem is if they miss a delivery then you are stuck. Have you asked whether they can change your delivery date so its earlier?
Good point! I will ring them tomorrow to ask. Thank you.
I phoned Sciencus today and the delivery is coming tomorrow.Result!!
Thank you for encouraging me to ask for a speedier delivery. 🤗
Wonderful 👏
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