Excellent. I filled in a questionnaire and the next day I received the medication I required. No battling online forms, waiting for hours in a phone queue waiting to be answered by an automated answe... See more
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Fantastic service! After being told by my GP they were no longer doing contraceptive services I was lost! I went online and found lots of places charging and thought that was my only option. I then fo... See more
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The product I ordered arrived within 24 hours. Royal Mail tracking service. Straight forward online consultation. Although I paid more than a prescription charge, I didn't have all the expense of a... See more
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I knew I had a tooth infection, same symptoms as before, same pain and sensitivity. Submitted my request, clinican reviewd an prescribed the pergfect antibiotics. Product delivered next day as prom... See more
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Company details
Written by the company
e-Surgery is an online Doctor & Pharmacy focused on sustainability in healthcare.
Contact info
United Kingdom
- 01603931600
- hello@e-Surgery.com
- e-surgery.com
4.7
Excellent
12K reviews
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Shingles test product
Great company
Great company, quick, friendly communications and fast delivery of well packaged product at a good price. Cannot fault them and would definitely use again.
November 2, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
We're happy to hear that you had a positive experience with our quick communications, delivery speed, and product packaging. We appreciate your positive feedback and are glad you'd use us again!
Kieran at e-Surgery
Easy to find what I wanted followed by…
Easy to find what I wanted followed by a easy to follow assessment, product was at a good price. Quick and efficient delivery with updates as the order progressed
October 22, 2025
Reply from e-Surgery & EVARO
Hello,
We appreciate your feedback and are happy to hear that you could easily find what you wanted and that the assessment was easy to follow. We're also glad our delivery and updates were quick and efficient!
Tara at e-Surgery
What a terrible company
What a terrible company
Placed order and accepted it
Then didnt deliver and kept asking for different blood test etc on something completely straight forward..
No correspondence wasted weeks of time asked for refund in the end hopefully I get refunded
October 1, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
Thank you for your email, and I'm sorry to hear about your frustrating experience.
I understand this process took longer than expected. Our prescribers do sometimes require additional information, such as blood test results, to ensure we can prescribe safely and appropriately, but I apologise that the communication around this wasn't clearer or more timely.
I can confirm that your refund has been processed and should appear in your account within 2-5 working days.
I'm sorry we weren't able to meet your expectations on this occasion.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
Smooth website experience
Smooth website experience. Product itself delivered ahead of schedule!
September 28, 2025
Reply from e-Surgery & EVARO
Hello,
We're happy you found our website easy to use and that your order arrived early! Thank you for taking the time to share your positive experience.
Tara at e-Surgery
Greedy company …
My self and my sister in-law put an order in before the price hike mj ( almost 10 days before). We were sent an email to say we would be getting our order but late due to availability, then an email asking for more details (sent back immediately) I sent a chase email now 3 weeks on to be sent an email to say our orders were cancelled and refunded. Next day we get an email to say they now have stock and to reorder
- absolute cowboys/rip offs - they clearly had no intention of giving us the product and greedy so and sos wanted us to pay the higher price. Will NEVER use this company (I am a diabetic and informed them of this and the urgency).
September 11, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
I understand your frustration, and I sincerely apologise for how poorly we've handled your order and communication throughout this process.
You're absolutely right to be upset. Placing an order 10 days before a price increase, receiving confirmation that it would be honoured despite delays, and then having it cancelled only to be invited to reorder at a higher price the very next day does look extremely suspicious and unprofessional. I can completely understand why you feel we acted in bad faith.
This sequence of events is unacceptable, regardless of our stock situation. If we confirmed your order before the price change, we should have honoured that price, full stop. The timing of the cancellation followed immediately by the restock notification has understandably damaged your trust in our company.
I want to investigate exactly what went wrong with your order processing and communication. Please can you email hello@e-surgery.com with "FAO Kym" in the subject line, please add your order number to this email and I would be more then happy to investigate what went wrong with your order and to assist you with the most appropriate action.
Thank you for taking the time to leave us this informative feedback.
Kym at e-surgery.
The product has never been received, contact gets ignored
The product has never been received, ordered over a week ago on48hr tracked delivery, no tracking number has been forwarded. I have tried to contact twice by live chat only to be told that nobody is available and that they will get back in touch via email which doesn’t happen either. Avoid.
September 15, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
Thank you for taking the time to share your experience, and I sincerely apologize that you have not received your order.
I understand how frustrating this must be, especially when you've been unable to get the support you need from our customer service team. While we have been experiencing extremely high volumes of calls and emails, this absolutely does not excuse the lack of communication you have received from us.
Unfortunately, I cannot locate your order using the details available from this review. To resolve this matter immediately, please email us at hello@e-surgery.com with "FAO Kym" in the subject line, and I will personally investigate your order and work to get this sorted for you as quickly as possible.
Your experience is completely unacceptable, and I am committed to making this right. I will prioritize your case as soon as I receive your email.
Once again, I sincerely apologize for letting you down and appreciate you bringing this to our attention.
Kym at e-surgery.
Very informative
Very informative, kept me updated on progress of my order and gave me very good advice on the use of the product.
September 11, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
We appreciate your positive feedback! We're happy to hear that you found our information helpful and that you were kept updated on your order. We're also glad our product advice was useful.
Kym at e-surgery
Product never came
September 6, 2025
Reply from e-Surgery & EVARO
Hello,
Thank you for taking the time to leave your feedback. I understand how disappointed and frustrated you must be, and I want to sincerely apologize for failing to deliver your order.
Not receiving your medication when you need it is completely unacceptable, and I take full responsibility for this situation. I will personally investigate what has gone wrong with your order and work to resolve this matter immediately.
I recognize that we have let you down significantly, and I am committed to making this right. I will be contacting you directly via email immediate steps we're taking to resolve your order and ensure you receive your medication as quickly as possible.
Your experience is far below the standard we strive for, and I appreciate you bringing this to our attention so we can address these issues and prevent them from happening to other customers.
I will be in touch very soon with a clear plan to resolve this situation for you.
Kym at e-surgery.
It would appear that this company has…
It would appear that this company has not been able to cope with the change in Mounjaro pricing and has lost control of its customer relationship management process
Examples are impossible to phone them, calls just dropped eventually they took down their phone answering service
Orders cancelled in August and then advised product available at significantly increased cost in early September
Emails not acknowledged for several days and then full of apologies
Their on-line ordering system continues to function, however once you have placed an order there is no option to cancel an order so you are locked in
No evidence that the prescribing team is reading emails with request
It has been a very stressful period and I’m seriously considering switching to an alternative subscription
September 9, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
I’m very sorry to hear about your recent experience and the frustration it has caused. You are absolutely right that the unexpected pricing changes announced by Lilly created significant challenges, and we have been working hard to manage the impact. Unfortunately, this has led to delays both with dispatching orders and responding to customer queries.
I completely understand how stressful this must have been for you, and I apologise for the difficulties in reaching us and for the delays in communication. Please be assured that our team has been working around the clock to process orders and respond to messages as quickly as possible, and we are committed to restoring the level of service you should rightly expect.
Your feedback is very important to us, and we will continue to improve our processes to make sure situations like this do not happen again.
Thank you for your patience during this difficult period.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
Absolutely satisfied with the service…
Absolutely satisfied with the service provided and the product.
Very easy and simple and professional.
The product was delivered promptly.
I have already recommended to friends and family.
August 15, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
We're delighted you're satisfied with our service and product! It's great to hear that you found the process easy and professional and that your delivery was prompt. We appreciate you recommending us to your friends and family.
Tara at e-Surgery
Poor service but did eventually give me…
Poor service but did eventually give me a refund as the product never turned up
June 23, 2025
Reply from e-Surgery & EVARO
Hello,
Thank you for your feedback. I’m very sorry to hear that your order did not arrive and that you experienced poor service. While I’m glad we were able to issue your refund, I completely understand how disappointing and inconvenient this must have been for you.
Please be assured we are working hard to improve our processes so that future orders are handled smoothly and without delay. We truly appreciate your patience and understanding.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
Despite using E Surgery a couple of…
Despite using E Surgery a couple of times previously without issue over the last year, yesterday, upon re-ordering the exact same product that E Surgery have previously prescribed (prescriptions previously produced and emailed to me by E-Surgery confirming the same), I was asked for a doctors prescription? Poor show E Surgery. Please can you deal with my refund in a more professional manner.
September 8, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
Thank you for your feedback, and I apologise for any confusion regarding this change in our process.
I understand your frustration, especially since you've used our service successfully before. For medications we've been issuing for an extended period, we now require confirmation that your GP remains satisfied with the treatment. This isn't intended as poor service, but rather ensures you receive annual treatment reviews to confirm the medication and dosage remain appropriate for your needs.
We work alongside your GP rather than as a replacement service, and these periodic reviews help us continue prescribing safely and effectively.
Regarding your refund request, please email me directly at hello@e-surgery.com with the subject line 'FAO HANNAH' and I'll arrange this for you promptly.
Thank you for your understanding, and I apologise again for any inconvenience this policy change has caused.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
Consider alternative providers shocking customer service
I recently began using Mounjaro through e-Surgery, opting for their subscription model. The pricing seemed competitive, and the setup offered a straightforward way to manage re-orders.
About a month in, Eli Lilly announced a price increase—something I fully understand was beyond e-Surgery’s control and affected the entire industry. However, this announcement appeared to trigger a chain of events that led to shockingly poor service and chaotic communication.
Initially, I received an email confirming my subscription would continue as normal, with the option to purchase an additional pen at the original price. I called their team, spoke with a helpful staff member who explained the process, and even provided a discount code. I received both my regular subscription pen and the extra one without issue.
Then, a couple of weeks later, I got another email saying they’d relaxed their prescribing criteria and I could order yet another pen—so I did.
Fast forward to today, and I’ve now received this message:
“Unfortunately, we are unable to process your order for Mounjaro (Tirzepatide) Weight Loss Injection at this time. This is because we have already provided two pens earlier than scheduled, and our current prescribing policies do not allow us to issue additional pens before the due date. If you have any concerns or need further assistance, please refer to your GP or NHS 111 for guidance.”
This directly contradicts their previous communications. It feels like they’re making up policies on the fly. Not only am I now being refunded without receiving the pen I ordered, but they’ve also cancelled my subscription entirely.
Frankly, it’s a shambles. The inconsistency and lack of clarity have been unacceptable, and it’s clear they’re operating without a coherent strategy—at the expense of their customers.
UPDATED 12/08/2025:
To compound the issues already mentioned, I was expecting my OPT pen to arrive on Wednesday via Royal Mail 24. It failed to arrive on time, so I contacted e-Surgery through their live chat to report the delay—no response was received. The pen eventually turned up yesterday, a full day late. I immediately informed e-Surgery that the ice packs had completely melted upon arrival, and the temperature of the medication was 18.1°C. I’ve since followed up with an additional email, but again, no reply.
For full transparency:
Below is the email I sent them. As you’ll see, their chatbot also gave incorrect guidance. According to Eli Lilly’s own recommendations, once MJ has been exposed to room temperature, it must be used within 21 days. That’s clearly unworkable—especially considering I still have three doses remaining in my current pen.
-----------------------------------------------------------
Dear Sirs,
I am writing to formally raise a complaint regarding my recent order, which was sent via Royal Mail Tracked 24 but failed to arrive on the promised date. I contacted you on Wednesday to confirm non-receipt, having taken a day off work specifically to ensure I was available for delivery. Despite the tracking app stating the item would arrive between 10:30 and 13:30, no delivery occurred. The last scan showed the parcel in Norwich at 18:59 on 09/09/2025, which only heightened my concern.
The order finally arrived yesterday (11/09/2025) —a full day late—and, as feared, the ice pack was completely melted. The interior of the packaging and the medication pen itself were warm to the touch. I measured the temperature using an infrared thermometer, which read 18.1°C. I have photographic evidence of this.
I attempted to raise this issue via your Chat system previously, flagging that the medicine was warm. Unfortunately, the automated response incorrectly advised that the pen could still be used within 30 days. I have two serious concerns with this:
1. Eli Lilly’s official guidance clearly states that an unopened pen may only be stored at ambient temperature for up to 21 days once removed from refrigerated conditions—not 30 days, as your chatbot claimed.
2. I am currently using an existing pen with three doses remaining. Even if the newly delivered pen were viable, I cannot use both simultaneously. One of them will inevitably go to waste.
I am extremely disappointed. I have never had issues with your service before and have placed my trust in you to handle sensitive medication appropriately. This situation has left me with zero confidence in the safety of the product I received, and I am now unsure how to proceed.
I would appreciate a prompt response outlining how you intend to resolve this. I expect either a replacement or a refund, and reassurance that future deliveries will be handled with the necessary care and accuracy.
Sincerely,
September 8, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
I sincerely apologise for the confusion and inconsistency in our communications regarding your Mounjaro subscription. Your frustration is completely understandable, and I take full responsibility for the unclear messaging that has led to this situation.
Due to recent events, we're currently experiencing an unusually high volume of emails and live chat inquiries, and we've had to temporarily disable our phone lines. However, this does not excuse the fundamental communication failures you've experienced.
The two-pen policy was indeed only intended for August, but my apologies if this was not clearly communicated in our subsequent emails. I understand how this would appear as though we were "making up policies on the fly," and I apologize for this lack of clarity.
Your September order was rejected because you had already received multiple pens in August, and I apologise if our communications for this were not clear. Due to the refund on your subscription this does then expire the subscription. My deepest apologies for this but unfortunately we can not reinstate subscriptions.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
152 quid and no product received
ordered my MJ on 22nd August. It is now 7th September and I still have nothing. Since ordering, I’ve been bombarded with repeated requests to reconfirm my photo, prescription, etc., only to be told multiple times that my order had been “sent” and would arrive by 26th August at the latest.
That turned out to be false. Suddenly it was “on hold,” then “sent” again, and now they’ve gone completely silent ignoring my emails and calls. No tracking, no updates, nothing.
I paid £152 for a product I’ve never received. This is not just poor service, it’s extremely misleading. I would have understood delays if they had communicated properly, but instead, they have wasted my time, failed to keep me informed, and taken my money without delivering.
Avoid this company unless you want to be left out of pocket and ignored.
August 22, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
I am deeply sorry for the unacceptable experience you've had with your Mounjaro order placed on August 22nd. Your frustration is completely justified.
You are right that we should have communicated delays properly from the beginning rather than providing multiple incorrect delivery dates. The repeated requests for documentation, followed by conflicting "sent" and "on hold" status updates, is inexcusable and has clearly wasted your time and caused significant stress.
Due to recent events, we're currently experiencing an unusually high volume of emails and live chat inquiries. Our team is working diligently to respond to everyone as quickly as possible. As a result of the overwhelming number of calls, we've had to make the difficult decision to temporarily disable our phone lines. However, this does not excuse our failure to keep you properly informed about your order.
I want to resolve this immediately. Please email us at hello@e-surgery.com with "FAO Hannah" in the subject line, and I will personally investigate your case.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
same as everyone else!
same as everyone else!! no communication unable to contact anyone or speak to anyone at all! order on hold and no sign of being delivered order number is es-1465785!!! i also don’t mind waiting due to high demand but the lack of communication is not acceptable after paying a lot for a product
September 4, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
I sincerely apologise for the poor communication and frustration you've experienced .
Because of the unusually high volume of emails and live chat inquiries, our response times have been slower than usual, and we made the difficult decision to temporarily disable our phone lines so our team can focus on processing orders. I understand this lack of communication has been frustrating and may have caused concern, and I sincerely apologise if it left you feeling ignored.
Please know that we are working extremely hard to process and dispatch all outstanding orders as quickly as possible during these challenging circumstances.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
Poor customer service
Poor customer service, order was placed successfully, however I then changed my mind and followed the cancellation process as per their t&C's. Emailed-no response, used the chat function on their app three times, no response, tried calling three times and every time call terminated asking to leave message, which I did but again no response. They are very quick at sending mails advising the the product has been dispatched, consequently I now have medication that I really do not want.
Update as of the 09/09, e-surgery have now contacted me and the issue has been resolved in a timely manner.
September 1, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello,
I sincerely apologise for our complete failure to respond to your cancellation request despite your multiple attempts through email, chat, and phone calls. You followed our terms and conditions correctly, and we should have processed your cancellation promptly.
It's particularly frustrating that we managed to send dispatch notifications but couldn't respond to your genuine attempts to cancel the order. This highlights a serious gap in our customer service processes.
I've sent you a private email in regards to this and hopefully we can this resolved promptly for you.
Thank you for bringing this to our attention - your experience will help us improve our cancellation procedures.
Kind regards,
Hannah Patient Success Team Lead at e-surgery
No comms, no replies but holds your money and no products.
Having had a prescription and promises that products ordered were available - received an email advising of delays - no time limits, but options (1, 2 and 3) in the email to change products. Had to go through whole registration process again and pay again for a different product - meanwhile no replies to my chats and messages from e-surgery, estimate promises of delivery of the different product and as of yet no refund for the product they cannot get. I shall be making a complaint as this organisation has a superintendent pharmacist and they are therefore liable for this total debacle.
August 22, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello Paul,
Thank you for your review. We are very sorry for the frustration and inconvenience you have experienced with your order and our communication.
Due to recent news regarding weight loss injectable pricing, we have encountered an unusually high volume of emails, live chats, and phone calls. This has unfortunately resulted in delays in our ability to respond and dispatch orders promptly. We apologise for not being able to provide the level of service you expect and deserve.
We understand your concerns regarding the refund for the product we could not supply and the delays with the new order. Please rest assured that we are working diligently to resolve these issues. If you have any further questions or need assistance, please contact our customer service team at hello@e-surgery.com.
Kind regards,
Bradley
e-Surgery Customer Service Team Lead
Reply from e-Surgery & EVARO
Hello,
We're happy to hear that you are pleased with the fast delivery and product quality. Thank you for your positive feedback!
Tara at e-Surgery
Excellent service and excellent product.
August 21, 2025
Reply from e-Surgery & EVARO
Hello,
We appreciate you sharing your experience. We are happy you found our service and product excellent. Thank you for your feedback.
Kym at e-surgery
Ordered some Ventolin
Ordered some Ventolin. Nice and easy, done it before. This time, no product, no response to emails, no one answering phones.
Imagine if they've not gone bust they soon will.
Avoid.
Now off to the Credit Card company for a refund.
August 28, 2025
Unprompted review
Reply from e-Surgery & EVARO
Hello James,
I apologise for the lack of communication and any inconvenience this may have caused. Due to the increased demand following recent news about weight loss injectables, our response times have been affected.
Your order was placed on hold because it was too soon to issue the treatment again (we can only provide this twice every 12 weeks). As we did not receive a response, the order remained on hold.
As requested, we have processed a refund, and the funds should be back in your account within the next 3-5 days. If you have any further questions or need assistance, please feel free to contact our customer service team at hello@e-surgery.com.
Thank you for your understanding.
Kind regards,
Bradley
e-Surgery Customer Service Team Lead
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