Sutton Manor Pharmacy

I had a very disturbing experience at Sutton Manor Pharmacy. I went to collect a private prescription and was asked by a pharmacist to show the code on my phone. I agreed, assuming it would be checked at the counter. Instead, he took my unlocked phone into the back area without explaining and kept it out of my sight for several minutes. My phone contains sensitive personal and financial information, so this made me extremely uncomfortable. When I politely asked for my phone back, the pharmacist became aggressive and dismissive, repeatedly calling me childish and treating my concern as irrational. While another pharmacist tried to calm the situation and I agreed to a reasonable solution, the first pharmacist continued making humiliating comments about my English, telling me it was very bad and that I should speak English properly. Despite the situation being close to resolved, the same pharmacist then refused to dispense my medication, ordered me to leave, and physically pushed and manhandled me out of the pharmacy when I asked to make a written complaint. I was not allowed to raise a formal complaint on the spot and had to contact the police due to the physical assault. This was one of the worst customer service experiences I have ever had. The behaviour was aggressive, unprofessional, discriminatory and completely unacceptable in a healthcare setting. I would strongly advise others to be cautious when using this pharmacy.

This would have been 5 stars but I item on prescription was missing but will be available tomorrow. This evening the gentleman who served me was efficient and friendly and was keeping the queue down. On other visits this hasn’t been the case but today I was provided with great service. Thank you Sutton Pharmacy.

The pharmacy have a very efficient computer programme which enables them to deliver a very personalised service to customers. I and my partner regularly collect medication from this pharmacy and find them to be very helpful, answering any queries we may have.

Didn't pick up a prescription, just walked in and asked for some eye drops. Waited 20 minutes, so asked again, another 10 minutes go by and nothing. So just walked out in the end and went somewhere else. What waste of time

Oh my God. The service is absolutely fantastic!!!!! The waiting time is so low. I got to understand that These guys have about hundreds and thousands of prescriptions to do in a day and still manage to get each of them ready within a day or two. The front servers are so helpful and very efficient. Sometimes they are empathetic with you and you know they are humans as well. The speed to serve is quite impressive. I can’t say this for other pharmacies that I’ve been to to be honest. Thank you to all staff members of SMP for your continuous service to us customers.