CompoundLabs NZ

Hi team! Good communication from placing the order. Just a suggestion for the customer service team when it comes to improving communication when shipping a prescription: 1. I would suggest not to use a standard script saying “the turn around time is 5 working days from today to dispatch your order” whilst the prescription med is an overnight shipment. 2. As it is an overnight shipment, it would be great that you send an email with a tracking number after dispatching the item. This would give us a clear indication that a parcel is being sent. 3. As we understand that this requires signature, an email update gives us a clear indication to be at home on the expected day of delivery or give us an option for a non signature delivery or any ways we can update delivery instruction ie. Authority to leave parcel 4. I understand that NZ courier didnt do their part calling from the intercom from our compound gate nor call my mobile number. Leaving a note in my mailbox instead without even my name on it empty while i was at home the entire week due to home isolation. Had i not checked our mailbox that day, i wouldn’t know that there is a parcel for me. I had to ring NZ courier if it was for myself or my husband or if it was sent by mistake. Since it was under my name as per their system i knew that its the med from compound lab as that is the only one i have ordered that week. I understand that there are mistakes from both parties- it would be important to improve your communication when shipping. Sending a tracking number the next day only when i sent an email confirming if the parcel is from your end is not helpful at all. A half apology and not taking responsibility from lack of communication from your end , i felt gaslighted and not acknowledged.

Makes up a wide range of specialist medications for human health from doctors script. Friendly staff and prompt with making and having ready for pickup or delivery.

My script is forwarded to Compound labs electronically by my doctor. I have been told by the lab there is a ten day delay in issuing the scripts but this actually relates to the time they get to the script, not the time it arrives with them, and I also have to allow for postage time which can be lengthy. My last script was not dealt with until a further 12 days after it was sent had elapsed, then it is a further 10 days before they can deal with it. So plan ahead possibly three weeksif you are needing regular medication from here. It is NOT a speedy service. They are under pressure with the covid Red zone having created two shifts with contactless hand over time in between as a precautionary measure, but if they know it is urgent do their best to send it out quickly.

My script took 4 weeks to get to the lab, I paid 2 weeks ago and today got an email to say they were going to start making my script up, but it could take up to 14 days to get to me. I have no words for how furious I am, atm. I've always gotten my progesterone script through a Dr in Wellington for over 10 yrs with hardly any delay, but now I have to send it to the lab direct, instead. If I have to wait 8 weeks to get my script filled, then something is terribly wrong with this company. Literally have flames and smoke coming out both ears. Not a happy customer.

While it's great there's a business doing this job, their systems need radical improvement. I have ordered the same capsule three times and, without fail, each time they have mislaid the script, denied they have received it by fax, required several follow ups and a new script, then discovered they have the original, not called back to confirm receipt and they cannot send by fast courier. I allowed 2 weeks for the latest delivery and am still waiting.

I really appreciate the CompoundLabs service. Recently an order for essential medication got delayed due to outside circumstances, and they kindly expidited it for me so my husband wouldn't run out. The team are always kind, courteous and proactive.

The most disorganised and non-consumer friendly business I have ever encountered. After four weeks of waiting for my script, I contacted them. Took several days to finally get a reply, where they asked if I’d like it sent for a whopping $9 within the same city or to pick up. I replied I’d pick up the next day with cash in hand. Now I’m here and they can’t find the script, don’t take cash, and I’m now waiting in the car for them to get their act together. I shouldn’t have had to ask them to get my prescription in the first place - why didn’t they contact me? They should have told me they don’t take cash. It’s also irritating to be waiting during my work day for a script they can’t find but did email me about?? Come on - make it easier for people to pay and get their things in a timely manner!

After some disappointing interactions with Compound Labs I think they have really turned things around. I think they took the feedback they were given and I know feel I can rely on them for getting my medication in a short time frame. Thank you Compound Labs.

3 weeks before my script was processed and I had to get in touch with them

Twice in a row now my order has not shown up for weeks after it was supposed to. This time it has resulted in running out of medication.