TerryWhite Chemmart Reviews 35

Dear Tahnee, You are a legend! I am so grateful for your time and expertise. You have by far been the most helpful in terms of knowledge in pain management and the most caring specialist I have met, so thank you!

Rubbish app. Included my repeats to find they didn’t have paperwork. Nightmare

Vile, petty and trading illegally. Charged a promotion price on website and Christine at Drummoyne thought she could charge the full price on the loophole of a promotion expiring 30mins before and the charge not having hit my credit card as yet. If your website is malfunctioning it’s not the consumer’s responsibility to make up for your in-store and online idiocy. It’s businesses like these that wonder why their competition are not only thriving, but clearly showing up your customer experience incompetence. Over-explaining that incompetence isn’t a solution particularly when you drag customers in-store to do so.

I think they enjoy being unproductive, unprofessional and very very not supportive. Their creativity can only be counted negatively and always against the patient.

The cashier named Riley is so rude. I am writing to express my deep disappointment and frustration regarding an incident that occurred at your pharmacy recently. As a customer who values respectful and professional service, I was appalled by the rude and discourteous behavior displayed by one of your employees.the staff member is a white male named Riley who works at the front counter at Chatswood chase. His attitude was not only unprofessional but also entirely unacceptable in any customer-facing role.

TWC have removed the ability to use a computer to use the myTWC app. You now have to use an iPhone or similar. They forget that older people may not have the dexterity to use an iPhone or similar. Or do they expect age pensioners to buy a tablet? It is beyond belief that TWC would stop providing access via a computer

I WISH I COULD GIVE 0STARS SO UPSET
The actual TERRY WHITE AT BELLARA QLD pharmacists at Bellara are extremely uncaring , and rude , then when you walk to the front to pay, I seen the pharmacist repeating why I was upset with there service as it happens every time I go there . A junior girl and another pharmacists , craned there knocks to look at me whilst still smiling and laughing , great privacy of what my confidential issue was and glad I made them laugh , when I told cashier who was all of 16 years old , she mocked me saying , ohhh dear … oh dear ? I’m a 53 year old woman I dont appreciate being belittled , I have to go back to them as they had no stock of a common drug and only dispensed half , I won’t be back , and word of mouth is a great advertising tool ! They also charged one medication at $9 pension and because dr forgot and ticked private script , which sometimes happen every other chemists I’ve will fix it and charge $9 , noooo NOT TW , she said nope , can’t help with that , go elsewhere lots of chemists out there this chain is a joke, lack caring and understanding,no human touch at all , just ALL business and no cares to give !

I've been going to TerryWhite Chemmart at Springwood for the last 6 years and have always found them to be prompt, friendly and helpful. Would have no problem recommending.

WOEFUL SERVICE & WEBSITE. I try to buy some vitamins ($50 per bottle) at my local store has 1 available. I go there and its not on shelf. Sure, sometimes inventory doesnt match. We've all experienced that. The store says they can order it but may take 1-2 weeks. I do an online search at other nearby stores - none in stock. I do an online search at stores even further away and they DO have 3 in stock. I try to buy 2 online (total $99.98) and make use of the TW free delivery for orders over $99 but when I put 2 in my cart, the website says that store cant deliver to my home (only 15km away). I search interstate stores, some dont have it, some dont do online sales. I gave up. Next I tried to ring TW hotline 1800 653 662 and went through all the auto prompts. After 3 mins of wait time, no-one answered and it prompted me to leave my name and number for someone to call me back. Am I frustrated by now? Yes. 5 minutes later Nadia from TW called and was helpful. She found where I can get 2 bottles of the vitamins closest to me. BUT BEWARE - the TW free delivery for purchases over $99 has conditions. They only deliver in the store's radius, often only 1km (and I'm 15km away from the store). And if you put your address in for delivery and its an apartment, their website auto delete's the apartment number and only has the street number and name. So how would the delivery get to you if you can put the apartment number???? I then ring a store that's 9km away from my home - the wesbite says they have 3 in stock at $49.99. I ring the store, they checked the shelf and only have 2 in stock - bizzare, but I only need 2 anyway, but the male person on the phone said they are NOT $49.99 each. I asked why, when the TW website has the price of $49.99 per bottle for this store and other store's I've checked. So he needed to check with his supervisor who was on break and I need to wait until the supervisor returns and calls me. TW website needs improvement. I should be able to enter a product I want and then click a button for it to show all the nearby stores (ie within 20km) who stock it and the quantity. TW computer inventories also need improvement and match what the shelf stock has. Improvements cost money which I presume TW is not willing to do. Anyway, I can get the product cheaper at other online websites who offer postage Australia wide (for a cost) and it works out to be only slightly more expensive that TW but at least its delivered to my door. The entire instore, online, website and telephone experience with TW is amateur to say the least.

TWC, Richlands
I personally by pass 4 closer chemist
To my location , just because of their staff and service hear, no matter how busy TWC Richlands are the staff are kind and friendly and never rush you out the door , the willingness to assist you in anyway possible way is a rarity in its self
I believe all the pharmacist that work there care about the wellbeing of each and every customer

My local Terry White is fine. But this review is for the online Terry White which has an awful ordering system and sub-par customer service. Both of which I had the misfortune of encountering this weekend.

First of all, the stuff they show in stock in search results are not actually in stock. When you find an item, you are prompted to log in or put in your location, where the in-stock item will then disappear from the cart (depending on your location) and you need to manually look at each Terry White store in your vicinity to find your elusive item and if it's in stock at the store. Even when you do home delivery you need to finagle the item by selecting the store in stock, which is tedious. No other online chemist makes you do this.

Secondly, they claim they have free Shipping over $99 dollars, except that this is entirely at the discretion of the stores (because they are independently owned) so basically they claim to have free shipping but because all the stores near us don't honour it, we could only click and collect, so their free shipping claim on the website was false. It doesn't say anything about some stores not honouring free delivery until you go to checkout.

Lastly, their item wasn't even in stock after all that hassle (we also physically went to the store to check). Our order was cancelled an hour after ordering. But the site still shows stock in that store over a week later! You can still order it despite it not being in stock. So their website stock levels are to be desired.

Also, their account system and Google account linking is glitched. I signed up for an account to buy my mother a Waterpik replacement, which was on sale at TW. When I asked her about it she told me she had a TW rewards card already. I thought I should make her her own account instead, since she shops at TW more than me-- so I cancelled my account and helped her make her own online account. I then linked her rewards card to her account. Despite being completely logged of my (deleted) account (I remember even clearing cookies) it somehow linked her rewards card to my own deleted account as well as hers. It was linked to both accounts, a fact the rep emailed me about when she asked if I wanted to delete my account since I had so many rewards. I told her I didn't have a rewards card, it was my mothers and it shouldn't be linked to mine and to keep it attached to my mother's account instead of mine and remove my account. Simple fix, right? Wrong.

This minor issue required 4 emails of follow up with TWCustomer service asking for our details, emails, names, phone numbers (info they already had-- these details are available when logging in to each account mind you) and it culminated in my mother getting called at home by zealous customer service rep trying to catch us out for $3 dollars worth of Terry White rewards. Something that should have been easy fix (literally just deleting my account and keeping my mother's account active with her rewards card attached) took 4 emails and a phone call.

Oh and they rang us with no warning whatsoever and asked her weird stuff like 'do you buy online or in store?' despite knowing what she buys because they had access to her transactions via her rewards card!! Like literally treating us like we are defrauding their system for $3.

Why was it so hard to fix something so minor that it required more than us emailing them multiple times (we both did). I have a feeling they were trying to catch us out because my personal email is in my old company name (which is a portmanteau of my parents surnames) and people think it's someone else's name and/or it's not a legit email. Or maybe its because my mother is elderly and I handle her online stuff. But even then, it's for $3 of rewards in your pretty average rewards system, and calling as at home like you are doing 2FA sting for such a minor issue (which was a glitch on your own website!) was so over the top that both my mother and I were flabbergasted that the rep called her over this. Keep in mind no money was exchanged at any point, this was literally just a rewards card-- of which she never even used her points when doing the online order anyway.

My mother just told me about the call and said I should have just told them to cancel everything once they started asking all these questions and she'll get another card or go to Chemist Warehouse instead.

Just really disappointing experience. Still confused why it was so hard to just delete my account, remove her rewards that had been incorrectly linked and keep hers. I guess it's a security issue, but I'm not sure it was worth putting off two loyal customers (especially my mum) over it.

booked appointments for my son and myself to have flu vaccinations through online booking system for 9th June at terry white in old reynella . I received email and text confirmation of these bookings. I drove 15 minutes to attend our appointments and Terry White Chemmart Old Reynella was closed assumably for the public holiday. Why was I able to make and have appointments confirmed if they were closed?
Submitted complaint to Terry White customer support and was informed that someone would contact me to discuss. But I’m still waiting…..

Whyalla Westlands;Slow, disorganised and unsympathetic to their performance

I had the best Customer Service experience that I have had in such a long time. Josephine helped me with my inquiry and went above and beyond to guide me through the process of what I was asking. Josephine is helpful, friendly and has a big smile,which is a lovely way to greet the customer at first point of call. I felt like I was talking to an old friend and nothing was too much for Josephine. I will definitely recommend Terry White Watergardens and hope Management acknowledges the great work and Customer Service I was provided by Josephine. Thank you again for all your help and product knowledge Josephine.

Recommendation of products without clarity on application, nor on their refund policies. Medicinal knowledge seemed limited.

Aggressive staff didn't want to listen

This doesn't deserve one star. This is the second review I have written. The first wouldn't post to Terry White directly. I will email them
The absolute ill manners encountered today at T.W, Sunshine Plaza, I have never experienced in all my years of pharmacy purchases.
Having a rare blood disorder I occasionally purchase a sterile mono use syringe at T.W. on this occasion they didn't have the correct size. The sales girl and a very young pharmacist went into a huddle and kindly came up with a solution. Which turned out to be a rather alarming shoe box sized parcel of 'stuff' all for $3! I was taken aback rather! I'd come in for a syringe! They then listed the contents, an absolutely amazing quantity of different 'stuff'. I leaning over and muttered " has it got drugs too?" A totally 'flip' comment, I'd only come in for a simple syringe ! The girl pharmacist threw down the package in a tantrum and stormed off. I have never seen such a performance in a busy shop. Never actually seen someone perform a 'storming off', quite amazing theater.
The sales girl and I looked at each other in surprise. Then taking her cue from the girl pharmacist, she could scarcely manage to find the words to conclude the sale. Another charming exhibition of saleswoman ship.
I spoke privately to the girl pharmacist before leaving the shop, informing her I thought she was extremely rude. It seemed my 'flip' comment had offended to a staggering degree and that it was a serious subject.
Firstly I am 80 and don't need a 20 year old to lecture me on what is serious. Secondly an intelligent, mature person would have taken the words as intended, in view of the disparity between my little syringe and parcel of 'stuff'. Thirdly the utter impertinence of the young person towards a customer, let alone an elderly one is unconscionable. She is not fit to handle the public until she can handle herself.
I will never shop at Terry White's again, I will not be treated like that. I will talk about this incident as widely as possible and I will email my complaints to the Head Office. If anyone is wondering, the contents of the parcel is rubbish. More needles than a hedgehog and tiny syringes, suitable for insulin. As I'm not diabetic absolutely useless!
Ann Elizabeth Gray

I have been a regular customer of Terry white chemist Watergardens for over a year and a half
I have nothing but praise for their staff and service
I would highly recommend this pharmacy to anyone who needs pharmaceutical help
Their staff treat you with care and compassion and tend to your needs with expertise

Dangerous and need to be closed down terry white eaton wa has lost scripts countless times they can see that I have been getting med on a script from them for years bit were quite happy to watch me struggle for breath arguing with me over ventolin then the next time 2 months in to a 6 month script lost can't find it then apparently out of date even though it still had 4 months can't drive can't work and having someone who can barely speak English just keep smiling at me like a moron please do the community a favour and close them down before someone dies

I had a strong feeling to-day that my simple purchase was being monitored, if so, this was quite unnecessary.
I shop in Young and Canberra often so I do not need to frequent the local places of business .It's up to you young man. Harden NSW.