Resolved Mamedica Poor Service: No Reply on Medication Return (Broken Lid Seal)

Hey folks

I have been forced to create this thread. So Mamedica® sent me a broken seal of Peace Naturals® Wedding Cake. I rang on Friday 22nd nov and notified Mamedica. Support staff instructed me to email in photos epiry and batch numbers. By 9am Monday 25th Mamedica had all the proof emailed. Since this date ive had 0 communication from Mamedica. I have rang them four times and still not even had a basic email reply. When i spoke to support they mentioned batch recall or inspections. They mentioned a complaint which ive not submitted and none of them can tell me or see the email or tell me they got it. Worst of all is they want xmad scripts sent by dec 10th well i havent even got my last one fixed yet!

Mamedica seem to think its ok to wait on IPS/batch inspections as if this has some effect on my consumer rights. My rights are if your goods faulty you replace it or if or ands or buts thats the law. I said to Mamedica Amazon dont say hey were waiting on our supplier to process your refund and they said Amazon dont sell shecedule 2 drugs totally missing the point? Help anyone?

 

[node]

AFAIK and i'm not a lawyer in the uk we can only sue for material losses not like the US.

you could small claims the price of the meds if chargeback doesn't work, but it will.

 

[Rimmerworld]

Leave them. Plenty more options these days.

Then theve stolen £75. I also have issues signing up to other dispensarys. Tried before i wont discuss private info but it doesnt help to say leave i cant leave them. It will cause huge stress and uproar to do it its not worth it. Cannabis Clinic Cardiff will torture me every bloody 90 days for a checkup as wel.

 

[node]

Just had another email! From a different staff member stating they cant refund until the investigation is complete and it can be 8 weeks again a flagrant breach of uk law. They stated if i need medication call and use option 1. Well ive put in for the 10g on monday the 25th and they ignored it. These people need prosecuted! Mamedica® mangement is failing patients they and thier own staff dont even communicate.

Remember @Muiredach tweet about regulations they are not adhereing to and here we see in email openly admitting to breaking the 14 day rule on faulty goods they seem to be able to break laws and regulations at will.

A lot of the big corps(es) act like this too on anything

Then theve stolen £75. I also have issues signing up to other dispensarys. Tried before i wont discuss private info but it doesnt help to say leave i cant leave them.

Your chargeback will almost certainly work. if not small claims em in the new year.

 

[node]

I cant imagine anyone at your card issuers bank disputing your side if you (edit to add prove with photos etc + online reports etc) have insects in your meds.

 

[Rimmerworld]

I have asked clinic manager Lia to call me as Dispensary manager Nell seems to be powerless to refund the money. They need to have a meeting with jon and discuss the 14 day deadline for refunds to adhere to UK laws. I expect to be ignored they did it before Nell still hasnt responsed to the followup with Aurora® to see what happened with the wrong medication sent.


Hopefully @Muiredach will find time to email IPS im just going to wait and see. Because yesterday this ruined my day and most of the day was lost and im not letting it happen today again.

 

[Muiredach]

Hopefully @Muiredach will find time to email IPS im just going to wait and see. Because yesterday this ruined my day and most of the day was lost and im not letting it happen today again.

Bare with me, will send off some messages this morning

 

[Muiredach]

It's flagged high up the chain, I've asked for confirmation they have no unprocessed/outstanding returns for any Peace Naturals® pots - as frankly I simply don't believe IPS wouldn't just make an immediate decision that 'yep, seal is broken.' This should be open/shut, and realistically not even require any confirmation from IPS.

Will follow back up when I hear more, I've had no response from Mamedica® either – and will highlight the issue on our X feed if this isn't sorted out properly today.

 

[Rimmerworld]

Thankyou @Muiredach

Mamedicas stance doesnt make sense as if patients open thier meds and then say nah i will get a like for like replacement. Bizarre stance over £85 they should be looking for good reviews not bad reviews. It feels that they view me as suspicious so the batch being checked certainly feels like that. They way they withhold asking for your tub or an inspection until IPS approves it is bizarre too almost hinting that my relationship is with IPS and so then why are Mamedica® diapensary in the supply chain?

Just send our scripts to IPS. But no you cant! You gotta use Mamedicas own Dispensary only and thats who your info and payments go to. So when its all good you are a Mamedica dispensary customer but when it goes wrong oops your an IPS customer! All this for £85...

 

[GrownHealth]

Thankyou @Muiredach


Mamedicas stance doesnt make sense as if patients open thier meds and then say nah i will get a like for like replacement. Bizarre stance over £85 they should be looking for good reviews not bad reviews. It feels that they view me as suspicious so the batch being checked certainly feels like that. They way they withhold asking for your tub or an inspection until IPS approves it is bizarre too almost hinting that my relationship is with IPS and so then why are Mamedica® diapensary in the supply chain?

Just send our scripts to IPS. But no you cant! You gotta use Mamedicas own Dispensary only and thats who your info and payments go to. So when its all good you are a Mamedica dispensary customer but when it goes wrong oops your an IPS customer! All this for £85...

Hope this gets sorted for you soon as @Rimmerworld as waiting about not knowing does us no good whatsoever.
Want to point out to you I ordered my script this week through Mamedica clinic to go to IPS Pharma ,had to pay a tenner admin fee but it meant I could access Canopy Growth® stuff and be able to get the right amount of medication at a better price.
Just letting you know there's savings to be had.

 

[Muiredach]

Can confirm Mamedica® did indeed raise the issue with IPS last night, though this is actually in IPS' hands right now as a decision has not yet been made to reimburse Mamedica. I have asked IPS do their best to expedite handling.

Regardless, this is not something you should be getting caught up in @Rimmerworld - you should be refunded, and Mamedica should deal with getting their own refund behind the scenes. There really isn't any dispute, a broken seal lid means medications isn't fit for consumption and should not be used.

You also mentioned the 14 day period which is the statutory 'contract cool-off period' which effectively grants right for either side of a contract to cancel it within a 14 day period, requiring both parties to be made whole. There is unfortunately an exemption to the Consumer Contracts Regulations for prescription medication to the best of my understanding.

 

[Rimmerworld]

Can confirm Mamedica® did indeed raise the issue with IPS last night, though this is actually in IPS' hands right now as a decision has not yet been made to reimburse Mamedica. I have asked IPS do their best to expedite handling.

Regardless, this is not something you should be getting caught up in @Rimmerworld - you should be refunded, and Mamedica should deal with getting their own refund behind the scenes. There really isn't any dispute, a broken seal lid means medications isn't fit for consumption and should not be used.

You also mentioned the 14 day period which is the statutory 'contract cool-off period' which effectively grants right for either side of a contract to cancel it within a 14 day period, requiring both parties to be made whole. There is unfortunately an exemption to the Consumer Contracts Regulations for prescription medication to the best of my understanding.

First of all many thanks for taking the time to do this for me. I would state here that i notified Mamedica Monday 9am 25th Nov. But they only raised it with IPS yesterday because i got you involved. I would like to know why they waited so long. Its utter contempt for me as a customer to be so lazy and unresponsive im angry they took so long to contact IPS. This isnt the first time i have had them do this to me. In regards to the Aurora® LAC they did last time sit for fourteen days on a reply from IPS they did it two times during one complaint. In total Mamedicas dispensary staff wasted needlessly a month and my Aurora® LA Confidential had only an 8 week expiry they wasted half of it. In the end i never got my complaint resolved.


Ive notifed the CQC of the problems the management themselves are they aware? Also i contacted the consumer line and they said to me the CCR still applies to prescriptions if they are faulty. All in all i agree i have no idea why i am waiting at all even if there was an exemption to the CCR it might be for the 14 days faulty goods in law medicines have to be refunded if faulty it would be crazy if they could rip you off i believe it is true. I dont think also Mamedica deserve the CQC rating of "Good" i dont think waiting from 25th-5th dec for a fault "Good" nor 14 days in relaying replys from IPS on faults either i would say its concerning.

 

[Rimmerworld]

@Muiredach

I have updates. Iost my internet 2am Friday and it was only restored 10am today wednesday. I had to call Mamedica® and everytime out of around 8 calls they said they would call me back and lied. Only one person as Mamedica called me back his name is Michael and hes a man of his word he helped me submit my script with no internet.

As for Mamedica dispensary and clinic managers, They will NOT call me despite requested too multipke times. They keep telling me its with IPS and takes up to 8 weeks. I cannot get Mamedica to stop i feel they are unsafe ive not had anyone discuss a replacement. Infact Mamedica are so badly run they told me to submit a script for 1 tub. I did and they ignored it i had to put in my xmas script and im never going to see my 10g its simply gone Mamedica might refund me but they cant or wont organize a replacement pot.

They also said IPS have not replied yet as of Wednesday. Yet i notified Mamedica on Friday 22nd. At the end of the day Mamedica are harming patients and forcing them into thier third party disputes. Could you ask IPS why they take so long on a basic open and shut case again?

 

[node]

Can confirm Mamedica® did indeed raise the issue with IPS last night, though this is actually in IPS' hands right now as a decision has not yet been made to reimburse Mamedica. I have asked IPS do their best to expedite handling.

Regardless, this is not something you should be getting caught up in @Rimmerworld - you should be refunded, and Mamedica should deal with getting their own refund behind the scenes. There really isn't any dispute, a broken seal lid means medications isn't fit for consumption and should not be used.

You also mentioned the 14 day period which is the statutory 'contract cool-off period' which effectively grants right for either side of a contract to cancel it within a 14 day period, requiring both parties to be made whole. There is unfortunately an exemption to the Consumer Contracts Regulations for prescription medication to the best of my understanding.

Your right about the exemption but its worth a try anyway as the bank might want to help you and its worth knowing the chargeback process in case you don't. Your 100% right on our member Rimmerworld shouldn't be getting involved, instant refund then they investigate to use it to learn and improve. Edit to add its these issues that will sort out the professionals from the car boot "no refunds" mentality. Dear rather dim-witted and short-sighted biz people, you need to get a process to handle these rather simple issues...

 

[GrownHealth]

@Muiredach

I have updates. Iost my internet 2am Friday and it was only restored 10am today wednesday. I had to call Mamedica® and everytime out of around 8 calls they said they would call me back and lied. Only one person as Mamedica called me back his name is Michael and hes a man of his word he helped me submit my script with no internet.


As for Mamedica dispensary and clinic managers, They will NOT call me despite requested too multipke times. They keep telling me its with IPS and takes up to 8 weeks. I cannot get Mamedica to stop i feel they are unsafe ive not had anyone discuss a replacement. Infact Mamedica are so badly run they told me to submit a script for 1 tub. I did and they ignored it i had to put in my xmas script and im never going to see my 10g its simply gone Mamedica might refund me but they cant or wont organize a replacement pot.


They also said IPS have not replied yet as of Wednesday. Yet i notified Mamedica on Friday 22nd. At the end of the day Mamedica are harming patients and forcing them into thier third party disputes. Could you ask IPS why they take so long on a basic open and shut case again?

Got to agree on the call you back stuff ,sat here all day stewing waiting for a famous call back yesterday worried what had happened with my script so 8 hours later I rang them again to get told they'll be in touch by the end of the day by phone or email.
This morning I received email from prescriber and have now sorted my script .
Just thinking is Mamedica's model suited to me and my expectations of a clinic anymore and with their reluctance on the 3.5gram weights soon to be 2.5gram weights as well
there is a lot to consider for the future .

 

[Rimmerworld]

Got to agree on the call you back stuff ,sat here all day stewing waiting for a famous call back yesterday worried what had happened with my script so 8 hours later I rang them again to get told they'll be in touch by the end of the day by phone or email.
This morning I received email from prescriber and have now sorted my script .
Just thinking is Mamedica®'s model suited to me and my expectations of a clinic anymore and with their reluctance on the 3.5gram weights soon to be 2.5gram weights as well
there is a lot to consider for the future .

Bully boys, I said they are bullying patients and stand by it. This morning i complained as well to Mamedica and the CQC i got a CQC reference number. Lets see how they like that they stress me out over £85 and dont want to do a simple refund?

Then instead you have to do emails to IPS, My complaint and CQC querys. Strange choice for £85 !

 

[Rimmerworld]

If the situation hasn't changed by later this evening, I'll contact the distributor too and try ensure everything is sorted from their side. I know the IPS policies for handling such issues, and how promptly they're handled - I bluntly feel you're being fobbed off here.

Looks like IPS are part of the problem. Mamedica® have notified them its been a week now and IPS havent refunded Mamedica on a clear open and shut case. I half expect now an email stating like last tike IPS cant confirm the fault and thats going to be the final statement.

Who overall regulates this kind of behavior from IPS? I dont think they are CQC but MHRA but MHRA only deal in adverse incidents right?

 

[Rainbone]

Looks like IPS are part of the problem. Mamedica® have notified them its been a week now and IPS havent refunded Mamedica on a clear open and shut case. I half expect now an email stating like last tike IPS cant confirm the fault and thats going to be the final statement.


Who overall regulates this kind of behavior from IPS? I dont think they are CQC but MHRA but MHRA only deal in adverse incidents right?

It's un needed and unnecessary stress on patients to not refund from their end and claim it back from the wholesaler behind the scenes. You want medication that works and thst you paid for and is safe. You did not recieve it, the package was open.

How is this not an instant refund on collection of faulty product or a pickup and delivery replacement

 

[Muiredach]

It's un needed and unnecessary stress on patients to not refund from their end and claim it back from the wholesaler behind the scenes. You want medication that works and thst you paid for and is safe. You did not recieve it, the package was open.

How is this not an instant refund on collection of faulty product or a pickup and delivery replacement

The lid was not even on right any patient using tubs knows theres a way to screw it and it doesnt work/sits wrong thats how the tub was when i got it. Thats what drew my attention to the tub and then i noticed flower dust around the outside rim under the lid so o took off the lid and low and behold seal half off and dust all over the inner lid. Mamedica® staff failed a basic visual inspection and are fully liable not me. But ive notifed them on the 22nd Nov and here we are.

 

[Rimmerworld]

Has anyone been getting emails from Mamedica® on Saturdays? Twice today they sent me two emails. It states do you still need assistance we have not recieved a response. Ive complained and as everyone knows im waiting on THEM. So i casually replied stating the obvious mistake. Ive just again recieved another one at 6pm. Is someone at Mamedica playing games because if i am the only person recieving these on a Saturday then thats strange because Mamedica are closed on a Saturday.

This all followed an action i did earlier today, I left a bad review as as soon as i did these emails started coming. Is someone at Mamedica playing games in retribution? Or an inappropriate automatic email prompt? But why then promt twice?

 

[GrownHealth]

Had anyone been getting emails from Mamedica®? Twice today they sent me two emails. It states do you still need assistance we have not recieved a response. Ive complained and as everyone knows im waiting on THEM. So i casually replied statinf the mistake. Ive just again recieved another one at 6pm. Is someone at Mamedica playing games because if i am the only person recieving these on a Saturday then thats strange because Mamedica are closed on a Saturday.


This all followed an action i did earlier today, I left a bad review as as soon as i did these emails started coming. Is someone at Mamedica playing games in retribution?

Not a single email off them today here .
Sounds like you may be right with the bad review being followed by emails ,coincidence?