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We’re sorry to hear that you experienced an issue with a broken, leaking pen. We take reports like this seriously, and images are needed before we can begin a faulty pen investigation. We’ve already reached out by email to request photographs and further information so we can look into this properly. Please reply to our email with the requested images, or contact us at support@lotusweightloss.co.uk if you need any further assistance. We look forward to helping you resolve this.

Thank you for sharing your feedback. We’re sorry to hear that you’ve found the app confusing to use. We want our app to make managing your journey as simple and straightforward as possible, so we appreciate you letting us know where we can improve. If you need help navigating the app, you can contact our Community Support Team through the messages feature within the app, and they’ll be happy to guide you. You can also reach our team at support@lotusweightloss.co.uk. Thank you again for your feedback. We’re always looking for ways to improve the experience for our patients.

Thank you for sharing your feedback. We are sorry to hear how disappointing this experience has been, particularly given the importance of receiving prescribed medication safely and on time. We understand your concerns regarding the disputed delivery signature, the absence of photographic evidence and the use of Royal Mail’s GPS information when investigating a parcel reported as not received. Delivery investigations can involve several forms of evidence, and GPS information is considered as part of the available delivery records rather than being a signature from the recipient. We also recognise your concerns about the Crime Reference Number requirement and the frustration of feeling that your circumstances have not been fully addressed. Where a parcel is reported as missing, the information and evidence required to progress a claim can depend on the circumstances and the courier’s investigation process. We appreciate that being left without your prescribed medication can be particularly concerning, and we take delivery-related concerns seriously. We are sorry that your experience has left you feeling unsupported, and we understand the importance of clear communication, appropriate investigation and consistent handling of these situations. Patient safety and the reliable delivery of medication are important considerations in our service, and feedback such as yours highlights how important it is that our processes are communicated clearly and that concerns are handled with care.

Hi Sophia, Thank you so much for your lovely review! It's wonderful to hear that you've had such a positive experience with Lotus and that your delivery arrived so quickly! I'm especially pleased that you've highlighted our team and support network. We really do pride ourselves on being more than just a medication provider, so knowing that you feel supported means a great deal to us. Thank you for choosing Lotus and for taking the time to share your experience. We're so happy to have you as part of our community and look forward to continuing to support you on your journey! Warm wishes, Rebecca

Hi Sabiha, What a lovely review to read! Thank you so much for taking the time to share your experience with us! I'm so pleased to hear that you found our website easy to use and that your order arrived the very next day. We know how important a smooth ordering process and reliable delivery are, so it's wonderful to hear that we've made such a great impression! It's also lovely to hear that you were impressed with the packaging. We take great care in making sure our medication is packaged securely, so your feedback really means a lot. Thank you again for choosing Lotus, Sabiha. We're delighted to have you as part of our community and look forward to continuing to support you on your journey! Warm wishes, Rebecca