e-Surgery & EVARO Reviews 

Speedy delivery as always. The only issue this time was that the freezer pack had burst, leaving gel everywhere. Thankfully, the medication was undamaged otherwise very happy.

Slow to reply. Refused gel despite evidence of my current use.
Go elsewhere if you want service. EVIDENCE THAT CUSTOMER SERVICE IS DEAD

Order Number es-1938408

ESurgery have gone completely down hill since teaming up with Evaro.

They make the assumption everyone is registered with an NHS GP and live permanently in the UK We don't live in the UK and are only in the UK for a small part of the year. We are NOT registered with an NHS GP

In March time roughly I ordered some Gel they order 2 bottles stupidly I only took 1 bottle.

I went to reorder the extra bottle as we leave the UK in 3 weeks it was rejected as orders too soon. They took 2 days to reject my order.

They refunded me but they have NOY said whether they refunded a second item of anti sickness tablets.

They take your money and hang on to it before letting you know you have been rejected by their AL systems as you did not reach their hidden criterias.

It is very clear their rejection responsoes are AL generated.

It now all controlled by AL.

When you email pointing this out politely they block you!

I will order elsewhere in future.

However the question remains have they refunded my anti sickness tablets and my postage?

This Company is no longer worth ordering from.

Mounjaro pen is faulty, rang and emailed twice, no reply or resolution offered. Sent videos and photos of the problem and am being ignored.

And now I’ve been asked to jump through hoops with another video further delaying treatment. It’s not a short video that’s been asked for and have to return at my expense.

1. Identity Verification
• Begin video by clearly showing your face
• State your full name and order number
• Keep your face visible for at least 5 seconds
2. Medication Authentication
• Show the original manufacturer's medication box we supplied
• Clearly display the batch number label on the box
• Hold the box steady for 10 seconds so batch number is fully readable
3. Pen Inspection
• Display the medication pen in question
• Show the pen's label and any identifying numbers
• Demonstrate the current medication level by showing the vial window clearly for 10 seconds (do not obstruct the view)
• Show the dose counter window
• Rotate the pen slowly to show all sides and any visible medication remaining
4. Needle Attachment
• Show a new, unused needle in its sealed packaging first
• Attach the needle to the pen following proper procedure
• Remove both outer and inner needle caps
• Demonstrate that the needle is properly secured and straight
5. Dose Preparation
• Turn the dose selector to dial exactly 1 unit
• Show the dose counter window clearly displaying "1"
• Confirm the pen has clicked into the correct position (audio should be audible)
6. Test Injection ONLY if you are completely confident the pen is not working:
• Inject into the air (never into your body)
• Press the injection button fully and hold for 10 seconds
• Keep both the needle tip and injection button visible in frame during injection
7. Post-Test Verification
• Immediately show the dose counter after the test injection
• Display the vial window to show whether medication was dispensed or not
• Show the needle tip for any visible medication

Excellent service- purchased testosterone gel as part of my HRT treatment. I highly recommend this company.

Accepted my order for testosterone gel, took my payment, then cancelled it a few days later.

Had to go elsewhere, who accepted and dispatched within 24 hours.

Unfortunately not first time this happened this year - even had the same occur for hayfever treatment which was an over-the-counter product. Had to drive to Asda to buy it instead.

Ordered Testosterone gel and it arrived super quick and they were super helpful. Will continue to use them, fantastic company

I ordered Mounjaro through e-Surgery and experienced repeated problems. First, there was a delay to my order — I tried several times to contact the company to get clarity and arrange a delivery date, but received no response.
When the medication eventually arrived, it was sent out just before a bank holiday weekend. That meant the parcel sat in transit for several days during very hot weather, and when it arrived it was warm to the touch. Given this is a temperature-sensitive medicine, that is simply not acceptable.
Since then I have tried phoning multiple times, sent emails, and even raised a complaint through their own ticketing system. I still haven’t had any reply.
For a company handling essential prescription medication, this lack of care and communication is extremely concerning.

Edit – post response from e-Surgery:

I’ve now coincidentally also received an email response from Hannah in your team — and thank you, Bradley, for your reply here. I’m not sure how to share my order number securely here on Trustpilot.

That said, my concerns remain: I understand you were busy but I tried phoning and emailing several times with no reply until this review went public, which is worrying for a pharmacy. The package also contained only one gel pack, whereas your own website states two should be included for temperature-sensitive medicines. Combined with the bank holiday delay and recent high temperatures, I’m still not reassured about the integrity of the pen and whether it will be safe to use.

I’m happy to continue responding with Hannah via email and hopefully this can be resolved.

Ordered a product (which I've had before but not from them) online. They sent the weak version after I had ordered the stronger one. I asked them to swap it for the correct one, but they refused. They used a number of excuses - it was my fault for ordering the wrong product, they only sell the weaker version (though they never queried my order and neither their website or invoice didn't say which version) and anyway their terms of business say 'no refunds'.
I ordered correctly, they did not query anything. When my lawyer husband pointed out that they were in breach of regulations 7 and 10 of the Consumer Protection (Distance Selling) Regulations 2000, they stopped communicating altogether. Their website and conduct are also in breach of several rules laid down by their professional regulator the General Pharmaceutical Council.

Advice - use a respectable pharmacy that understands and obeys both the law and professional conduct requirements.

UPDATE -reply to e-surgery's response
Their reply is disingenuous. If they didn't sell what I had asked for and which I had told them had been prescribed by my dermatologist, they should have said so. Obviously, it would have been reasonable for them to ask if I wanted the weaker version that they sold. They didn't so how was I to know they didn't sell what I asked for? They now blame me for not noticing a 'discrepancy' that I had no way of knowing existed, but they knew of and withheld from me. Kafka would be proud of their response.

I have since got what I wanted from sanschanger which is another online pharmacy. Their pharmacist contacted me to check that it was the stronger version I wanted, and to ask whether I wanted the cream or gel version. The difference in both professionalism and respect for the customer (and the law) between the 2 online pharmacies is stark.

I have been so grateful for e-surgery during covid as getting a drs appointment is so difficult. This has meant I haven’t had to take time off work to see the dr or wait if I have a uti. I have had some tablets in stock in preparation. Very pleased with the speedy service too.