HeMed Avis 97

Réponse : HeMed

1 avr. 2026

We’re sorry to hear that you feel this way and understand how frustrating delays can be.

Dispatch updates are provided based on the Royal Mail tracking information linked to your order, which is also available to you directly via the tracking link shared at the time of dispatch. This ensures full visibility of timelines from both sides.

Refunds are processed in line with our terms and can take several working days to be completed, depending on the payment provider. We appreciate that waiting for this can be concerning.

We would like to review your case in detail, including the dispatch and refund timeline, to provide clear clarification. Please share your details with us via Trustpilot so our support team can investigate this further and assist you.

Réponse : HeMed

28 mars 2026

We are sorry to hear that your experience with our service did not meet your expectations.

To explain, our onboarding is conducted via a video call with our technicians. This is required to verify your ID and weight, to assist you with your at-home blood test kit, and register it in our system to provide you with a seamless onboarding experience, in line with our clinical and regulatory obligations.
To ensure a seamless experience with your auto-refills, your medication payments will be processed automatically, and your next order will be shipped to you every 28 days, guaranteeing you receive your medication without any delay.
Should you need to adjust your dosage or request an earlier refill, you can easily do so by completing the refill questionnaire. If the questionnaire is not completed, we will assume your medical history and prescription needs remain unchanged. For more details, please visit our website at https://my.hemed.com/terms.
If you would like to discuss this further, please contact our support team via email or our dedicated phone line, and we will be happy to assist.

Réponse : HeMed

27 mars 2026

Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet your expectations, particularly in relation to communication during your onboarding and prescribing journey. We recognise how important clear and timely information is, and we regret that this was not your experience.

As outlined in our terms and conditions, once medication has been dispatched, we are unable to offer refunds or cancellations if a request is made afterwards. These terms also explain our checkout stage, including the steps required before medication can be safely issued.

Delays can sometimes occur where additional clinical information is needed to ensure patient safety. This may include clarification on a refill request, updated health information such as weight progress, or follow-up from a clinician. When this happens, we aim to contact patients via phone, email, or app notifications to request the necessary details. These steps are in place to ensure that any prescribed medication is appropriate and safe based on the most accurate and up-to-date information.

Similarly, during screening process, delays may arise if required steps, such as completing the onboarding call or returning blood samples are outstanding, or if further information is needed to support a clinical decision. While we understand this can be frustrating, these checks are an essential part of delivering safe and responsible clinical care.

Regarding payment, the initial payment covers the screening kit, first medication, and associated services, including onboarding call. The screening process is mandatory to be completed before treatment is issued, as patient safety remains our highest priority. All the steps must be completed, and accurate information must be provided throughout the programme. It is also stated in our terms that if we receive inaccurate information from the customer, they could potentially be removed from the programme and not qualify for a refund.

We also want to clarify that our terms and conditions are made available at multiple stages, including on our website, within the app, and at checkout. Customers are required to actively review and accept these terms before proceeding with payment.

We acknowledge your concerns around communication and appreciate your feedback on this point. While we understand your disappointment regarding the outcome, the services agreed to at the time of purchase were provided, and therefore we are unable to offer a refund in this instance.

Finally, we do have a dedicated complaints team that carefully reviews each case in line with our internal procedures. Formal complaint investigations can take time to ensure they are handled thoroughly and fairly. If you would like any further updates or clarification, we encourage you to contact us directly, and we will be happy to assist.

Réponse : HeMed

24 mars 2026

Thank you for taking the time to share your experience.

We’re very sorry to hear about the lack of communication and the frustration this has caused. This is certainly not the level of service we aim to provide. While blood test results are typically processed within 2–3 working days from when the sample is received, the delay and absence of follow-up you’ve described are not acceptable.

We are currently looking into what may have gone wrong with the communication, as it’s important to us that customers are kept informed at every stage.

Please could you share your contact details with us so that a senior member of our team can review your case in full and work towards a resolution for you.

Réponse : HeMed

20 mars 2026

Thank you for your detailed feedback.

Our programme follows strict clinical eligibility criteria, and it’s not suitable for individuals with a healthy BMI, even if they’re interested in weight loss support.

This is because all prescriptions are made with safety and medical guidelines in mind.

We understand the response you received may have felt generic. The reason we can’t go into detail about specific answers is that eligibility decisions are made based on a full clinical, and we’re limited in what we can share outside of that process.

Just to reassure you, applying through Blue Light Card has no impact on eligibility decisions. Discounts are only applied after someone has been initially deemed eligible, not before.

We appreciate you taking the time to share your experience, and we’ll take the feedback on board regarding how we communicate these decisions more clearly.

Réponse : HeMed

18 mars 2026

We’re sorry to hear that this experience has been upsetting, and we understand your concerns.
Our Programmes are open to anyone wishing to switch. As long as you meet our eligibility criteria, we would be happy to transfer you from your current provider to our SheMed programmes. At the time of prescription, all that we need is a prescription issued within the last 2-months with your name, the date, and dosage.
A member of our support team has already been in touch to help further, and we hope this provides the support needed to address everything fully and reach a resolution for you.

Réponse : HeMed

15 mars 2026

We are sorry to hear that your experience with our service did not meet your expectations.

Our records show you have completed the onboarding call recently, which means we are able to move you to the final stage of the screening process. We have sent an email regarding the app issues, and if you require further assistance please respond us to via email or feel free to give us call.

Réponse : HeMed

11 mars 2026

We're sorry to hear you've had difficulty getting in touch. We have previously experienced issues with iCloud email addresses, where our messages are sometimes redirected to spam folders. However, we have responded to your previous attempts to contact us and have not yet received a reply.

It may be worth checking your spam or junk folder for our responses. Thank you for bringing this to our attention. We will be in touch shortly to provide a resolution to your query.

Réponse : HeMed

25 févr. 2026

We are sorry to read that you feel this way and are disappointed to hear that your experience has led you to this conclusion.

To clarify, the initial payment does not cover only a blood test. It covers the full clinical onboarding process, which includes the blood test kit, laboratory analysis, clinician review and, once approved, your first month’s prescribed medication. The blood test forms part of our medical screening process to ensure treatment is safe and appropriate for each individual patient.
We understand that different providers operate differently, however, our clinical protocols are designed with patient safety as the priority.

With regard to ongoing payments, as part of our HeMed Insight programme it is outlined in our terms that once your first cycle is complete, payment for the next month is taken in line with your titration schedule when the prescribing clinician issues your next prescription. This continues each cycle unless you notify us via your refill questionnaire of any changes that may affect your treatment or if you request to cancel your plan. It is not a hidden subscription but a structured clinical programme that requires ongoing prescribing and review.

We are sorry if this process was not clear to you at the time. Transparency is important to us, and all of this information is provided during sign-up and within our terms and conditions.
We would welcome the opportunity to review your account and address any remaining concerns. Please respond to us privately via Trustpilot with your details so we can assist you further.

Réponse : HeMed

25 févr. 2026

We are sorry to hear that your experience did not meet your expectations.

We would like to clarify that the blood test is described as being included within the first month charge; it is not a separate free product. The payment covers the initial clinical screening process, which includes the blood test kit, laboratory analysis, clinician review and subsequently the first month’s medication. This is outlined during the sign-up process and in our terms and conditions.

Where a kit has already been dispatched, it is classed as a sealed item and cannot be returned or reused for health and safety reasons. For this reason, cancellations requested after dispatch are not eligible for a full refund. That said, we are genuinely sorry to hear that you experienced difficulty using the kit. In cases where patients are unable to obtain a sufficient sample, we offer a replacement kit and can also provide step-by-step video guidance on request to support the process. We are more than happy to share these instructions with you.

We are available via telephone Monday to Friday, 9am–5pm, and our team is always happy to assist directly. A member of our team has requested your details via Trustpilot to be able to asisst you further.