Essential Clinic レビュー 721

Essential Clinic からの回答

2026年2月21日 に更新

Hi Marc,

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and appreciate the opportunity to clarify what happened.

You submitted your 1-year renewal on Sunday, February 15, which is outside of our standard business days. Despite this, your clinician reviewed and approved your prescription the same day. Our pharmacy team initiated your order on Tuesday, February 17, and it was being finalized on Thursday, February 19, when you requested cancellation. As requested, the order was cancelled immediately.

Please note that order preparation and shipping typically take a few business days. In this case, the order took one business day longer than expected, and we sincerely apologize for that delay. That said, the prescription approval, order processing, and all other steps were completed within just a few business days.

We also noticed that you mentioned not being reimbursed for the annual renewal fee. Please note that this fee is non-refundable once the clinician has reviewed your request and issued a prescription. The prescription will remain on file should you wish to request a new order in the future.

Regarding your comments about reviews, we want to reassure you that we do not delete or suppress customer feedback. Your review has not been removed. Honest feedback helps us improve our services, and we truly appreciate the time you took to share your experience. Occasionally, additional information may be requested if identifying details are missing, as this helps verify the review and allows us to address any issues mentioned.  

As per your request, we confirm that your subscription has been cancelled and you will not be charged again. No further action is required on your end.

We appreciate your feedback and wish you all the best moving forward.

Essential Clinic からの回答

2026年2月7日

Hi Donald,

Thank you for sharing your concerns. We take them seriously and appreciate the chance to clarify.

Canadian telemedicine regulations require healthcare providers to verify a patient’s identity using a government‑issued photo ID. A health card number alone isn’t considered valid for identity verification, which is why we requested a driver’s license or similar document. This is the same standard used by in‑person clinics and pharmacies.

Your ID was uploaded through our secure messaging system, where it is encrypted, stored safely, and accessible only to authorized clinic staff for verification purposes. It is not publicly shared anywhere. Patients are also welcome to redact non‑essential details as long as the name, photo, date of birth, and expiry date remain visible.

Our clinic is LegitScript certified, our healthcare providers are fully licensed in their provinces, and we follow all Canadian telemedicine privacy and compliance requirements. We include these safeguards specifically to ensure patient safety and data protection.

We respect your decision not to proceed and wish you the best. If you’d like more information about how we protect patient data, our full privacy policy is available on our website.

Should you have any further questions or concerns, please feel free to reach out. We’re always here to help!

Essential Clinic からの回答

2026年2月3日

Hi Les,

Thank you for your feedback. We’re truly sorry for the frustration you experienced with the tracking information.

Kindly note that Canada Post had a temporary system issue during that period, which prevented tracking updates from appearing even though parcels were moving through their network.

As soon as we became aware of the issue, our team reached out to provide updates and confirm the status of your shipment directly with the courier. We understand how important timely and transparent tracking is, and we appreciate your patience while this was resolved.

If there’s anything more we can do or if you have any remaining concerns, please feel free to contact us directly. We're always happy to help!