Optimale Reviews 1.028

Ordered repeat medication a week ago....still nothing, emailed yesterday and no reply....had absolutely no problem taking my money though....£109 for nothing! Absolutely fuming ive been completely out of medication for a few days now, if I don't receive an email saying the medication is on its way and I'll get some sort of compensation by the end of today then im cancelling the direct debit and going with a different company!

No response despite not receiving my dose.

I emailed 5 days ago (see my last review) and have heard nothing.

I’ve been with Optimale for around 10 years and pay over £100 per month. What’s happening now is unacceptable.
21 Feb 2026: I ordered my repeat prescription (Cypionate etc.).
Received an automated email clearly stating this was NOT confirmation of approval or dispatch.
24 Feb 2026: I chased them.
Received another automated reply (Support ticket 3211203) saying they aim to respond within 24–48 hours.
Since then: complete silence.
No human response.
No confirmation of doctor approval.
No dispatch date.
No tracking.
No apology.
No explanation.
I am now completely out of medication. For a TRT clinic, leaving a long-term paying patient without treatment and without communication is beyond unprofessional.
HCG has also been unavailable for months with poor communication.
There is no other option for me now than to cancel my standing order and move to another TRT clinic — especially when other providers are significantly cheaper these days and, from what I can see, actually communicate with their patients.
Premium prices. Automated emails. No medication.
Avoid.

UPDATE (after this review was posted yesterday):
Very interesting timing. After weeks of silence, Optimale/Voy suddenly contacted me the morning after this Trustpilot review appeared.
So it seems emails from paying patients can be ignored for weeks, but a public review gets an immediate response.
Their explanation is that they are going through a merger with Voy and that the Optimale inbox is no longer closely monitored. In other words, patients were still paying subscriptions while the company apparently stopped properly monitoring the support inbox.
They also tried to claim that my medication request wasn’t processed because I am “overdue” for a doctor consultation and blood test.
This is simply not correct.
My last doctor consultation took place on 25 September 2025 and my blood test was done on 12 September 2025, which follows the normal schedule they themselves previously required.
After charging £100+ per month, I was left without medication, ignored for weeks, and only received a response after publicly posting a review.
Instead of my usual 10ml Cypionate, they are now offering some kind of temporary replacement supply while asking me to repeat monitoring.
This entire situation raises serious concerns about how this clinic is currently operating. Patients relying on TRT should not have to chase basic communication or risk running out of medication.
Extremely disappointing experience after many years as a customer.

I used Optimale (now Voy) for TRT for a significant period. The doctors were knowledgeable, the treatment worked well, and I don’t have concerns about the clinical side of care.

Where the experience didn’t work for me was the pricing structure. I’m a stable, low-maintenance patient — on a reduced dose, with medication lasting several months per vial and only needing blood tests a couple of times a year (paid separately). Despite this, the monthly subscription remained the same regardless of how little ongoing support I actually needed.

I raised this with support and was told the pricing model is based on continuous care rather than usage, which I understand — but it may not suit everyone.

I’ve since moved to a provider with a more usage-aligned billing structure and, for my situation, my overall annual cost is now roughly half while maintaining the same medication and appropriate clinical oversight.

Optimale/Voy may be a good fit for people who want frequent monitoring and regular clinician contact, but I’d recommend stable patients carefully consider whether the subscription model reflects their actual needs.

Unfortunately I wont be using again. 3 days in and still no results. Sent an email this morning and have had no reply. Change of doctors, company changes/merges, lack of staff, too busy what ever else excuse is used is not good enough and an Optimal problem. A company run well, even with changes or issues going on in the background should have various things in place to limit/stop any negative effect on the customer. No one works the weekend so will be sometime next week I get the results, if I'm lucky and that's just not good enough. I've used these before and its amazing how quickly you can go off a company when they cant do the basics right, especially when they are happy taking the payment with no issues.

No stock again twice in less than 12 months had to go without medication

When they need something from you, they’re very quick to respond. But when all you ask is to be informed when making an order, they’re very quick very frequently ignore. Even if one explains that you’re running out of medication, they are still not there. Extremely frustrating to work with ad so if you can find another company giving the same, choose that.

Ease of service, honsest, bo upselling, genuine medical care.

It was doctor Zack, fantastic

I used optimale for many months and found them to be absolutely disjointed at every possible stage of the process. They can't keep track of what they're asking you and when, leading to being sent around in circles about everything. There's no care or attention to customers, you're just part of a sausage factory. The medication itself is marked up 10x the price and to the level of insanity.... They charged over 60 pounds for needles and wipes that from any other company costs you 15 quid.

On leaving them they have harassed me with texts and marketing emails. I requested they remove my personal data because of this harassment and months later they're still doing it. I'm now in the process of reporting them to the ICO. This is unacceptable, and at this point an illegal ignorance of data protection laws. AVOID

Firstly there is not an option to set up an account or portal so you can view results or keep track of your health like other provide, they want to do everything email. Secondly the test kits are poor. They're not as advertised you get the cheapest kits without the vial to needle line, more importantly they advertise that you can book blood tests and 1000s of places but when I tired to book in Brighton area once you click on book it just says it's not available. Only London was showing as available. I lost time and money.

I’ve been using Optimale for several years and it’s been a positive (probably life-changing) experience for the most part - a five star rating.
However recently the service provided has regressed. Waiting almost 2 weeks for blood results is really not acceptable in my eyes. I appreciate it may not be directly their fault (an issue with the lab apparently) but it’s still affecting their patients.
Secondly, there seems to be a very high turnover of doctors they use these days - it’s rare you’ll see the same one 2 times in a row anymore. The doctors themselves are great, but it’s never a good sign that they’re constantly changing them.
Hopefully these are just temporary changes and it goes back to the same level of service it was a few years ago, where it was almost faultless.

I’ve been with this company for two years and NEVER have all medication prescribed to me. Their customer service is appalling and their ordering system doesn’t work. To save yourself a lot of stress find another clinic. You’ve been warned!!

I've amended this review after a very effective outreach from Amy at customer support today.

My experience has not been without hiccups but hopefully it's all getting sorted.

I'm 2 weeks in to having paid for my subscription but still await my product whilst my subscription has started and been paid for.

Today this missing product has been addressed and should be being dispatched. My payment schedule has also been amended to reflect this delay.

Customer support is taking a little longer than usual due to them navigating business change at present (a merger) but so long as the necessary changes and amends come through effectively I will be happy with the service received and will amend this review again as necessary.

The doctors are great. The treatment works. There are a few downsides with using this company though. It’s a lot more expensive than other service providers, the blood tests are expensive and basically have to be done no later than Tuesday as any later they might not get tested as the labs aren’t open weekends. The price of the tests seem to go up every time I have one. Not to mention I’m basically paying £109 a month for a bottle of testosterone every 3 months and 4 doctors appointments. That’s over £1200 a year. Quite a lot considering anyone that knows, knows that you can get a bottle of testosterone for about £30-£50. For the £109 I think all blood tests should be included at a minimum. I think the hcg should be included if wanted to.

My partner signed up to optimale.
At first they were fantastic, and seemed like nothing was too much.
Now, it is a total turn around.
He has explained to them how he is feeling as more often than not, there is no response.
He ordered medication which has been delayed, and hasn't been told why which lead him to chasing them.
My partner scheduled a telephone consultation for today and they never called. Didn't email, text or call to say it was cancelled, just didnt call. This is the straw that broke the camels back today.
Working in the health sector myself I am very disappointed with the lack of care and response when he has contacted them with genuine concerns. I have asked him to stop Optimale and go through a private clinic that is near us. He joined based on the positive reviews he read. Seeing your partner breakdown due to feeling the way he is with no support from optimale even though he pays for a service, it outrageous.
Optimale has had a negative impact on his mental health all the while taking his money and giving a sub standard service.

Optimale have held my hand through this TRT process really well, and now I’m three months in I am realising a wide range of positive benefits. They have made several adjustments to my protocol in response to my blood results and feedback, and this treatment is now even easier to take.

Awesome service very straight forward and patient focused

Understanding and accommodating private TRT.

They are a fantastic company and their service has been outstanding for the entirety of my time with them (9 months so far).

They go above and beyond to help, even when personal circumstances interfere.

Couldn't have asked for a better healthcare provider.