HeMed レビュー 92

HeMed からの回答

1日前

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

As outlined in our Terms and Conditions, unless a refill request is manually submitted with a specific dosage, an automatic request will be processed. In those cases, our clinical team determines the most appropriate dosage based on the information available in your account, including your weight loss progress.

For more information on our terms, please visit our website. If you have any further questions, please do not hesitate to contact us.

HeMed からの回答

1日前

We’re sorry to hear that this experience has not lived up to your expectations, and we appreciate the space to clarify.

The price you have received includes the standard price of the screening kit and the medication offer.

On the website, the screening process, and in the checkout process, they all clearly state that a blood test stage needs to be completed before issuing a prescription. All customers are required to review and accept our terms and conditions before completing their first purchase. These outline how our service works, including the mandatory steps for the screening process and our refund policy. As we provide prescribed medications and regulated medical products, including the screening kit, we are legally required to follow strict prescription and dispensing guidelines.

That said, we are providing a partial refund for the medication as a gesture of goodwill, which goes outside the scope of our terms and conditions.

If you have any further questions, please feel free to respond to us via the app where you can find our contact information.

HeMed からの回答

1日前

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

There are several reasons why the same dosage may be prescribed again, including limited weight loss with the previous pen or the presence of side effects. As outlined in our Terms and Conditions, unless a refill request is manually submitted with a specific dosage, an automatic request will be processed. In those cases, our clinical team determines the most appropriate dosage based on the information available in your account, including your weight loss progress.

For more information, please visit our website. If you have any further questions, please do not hesitate to contact us.

HeMed からの回答

2日前

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

As outlined in our terms and conditions, our prescribing process operates on an auto-refill basis. This means that every 28 days, payment is processed and medication is issued automatically to ensure continuity of treatment, unless a cancellation or delay request is submitted within the appropriate timeframe prior to the next billing date. If no questionnaire is completed prior to the 28-day cycle, our clinical team will review and process the prescription based on the most recent information available from your previous refill questionnaire.

We understand how easy it can be for communication or app notifications to be missed and we are continually working to improve how we keep patients informed across all channels.

Regarding dosage, any adjustments are made following a clinical review of your progress and treatment response. If you would like your dose to be reviewed, you are welcome to state this on your questionnaire ahead of your next refill so this can be assessed appropriately.

We are sorry that the timing and circumstances of your experience left you feeling unheard. If you would like us to look into your account further, please contact our support team and we will be happy to assist.

HeMed からの回答

2日前

We’re sorry to hear that your experience didn’t meet expectations.

As per our terms, we’re unable to accept returns of any packages once they have been shipped. This is because all of our products are subject to strict health and safety standards. Our blood test kits are sealed goods which are not suitable for return due to health protection and hygiene reasons. However, we can provide you a free replacement kit for you to have another attempt of the blood test.

During the checkout process, all customers are required to review and accept our terms and conditions before completing their first purchase. These outline how our service works, including our refund policy. As we provide prescribed medications and regulated medical products, we are legally required to follow strict prescription and dispensing guidelines.

If you would like further clarification about your individual case, our support team is available to help via the app and will be happy to review this with you.

HeMed からの回答

4日前

We’re sorry to hear that your experience left you feeling this way, particularly around communication and pricing, as this is not the standard we aim to provide.

Promotional offers are applied based on the terms available at the time of sign-up and are not always transferable to existing plans once a contract has been agreed. We understand how frustrating it can feel to see a new offer shortly after joining, and we’re sorry if this was not explained clearly.

In terms of prescribing, all medication and dosages are determined by our clinical team in line with safety guidelines and individual factors. This means that the dose provided may differ from expectations, where a higher dose is not considered clinically appropriate at that stage.

We’re also sorry to hear that communication felt lacking during your experience. You should always feel informed and supported throughout your journey, and we take this feedback seriously.

If you would like us to review your case in more detail, including your account access and the queries you raised, we have requested your details via Trustpilot so that we can review your case in full and assist you further.

HeMed からの回答

5日前

We’re sorry to hear that this experience has not lived up to your expectations, and we appreciate the opportunity to clarify.
One of the things that sets our programme apart is our comprehensive onboarding blood test. This step is part of our onboarding process, and it allows for every new member, as it allows our clinical team to ensure that the treatment is both safe and the right fit for you. We aim to be as transparent as possible about this, which is why we highlight this requirement at several stages, from our homepage through to checkout.
Beyond safety, these tests provide incredible value; they have helped many of our patients identify underlying health conditions they were previously unaware of. To make the process as seamless as possible, we use the Tasso device, which is designed for a simple and comfortable experience at home.
While we include a straightforward guide to help you every step of the way, we also offer 24/7 proctor calls. This means you can join a video call with a specialist at any time of day or night, and they will walk you through the process in real-time to ensure you feel confident and supported.
That said, we are happy to provide a gesture of goodwill that goes outside the scope of our terms and conditions by issuing a partial refund for the portion of the service you have not yet received.
If you have any further questions, please reach out to us via email or our dedicated phone line, and our support team will be happy to assist you further.

HeMed からの回答

5日前

We’re sorry to hear that this experience has not lived up to your expectations, and we appreciate the opportunity to clarify.
One of the things that sets our programme apart is our comprehensive onboarding blood test. This step is part of our onboarding process, and it allows for every new member, as it allows our clinical team to ensure that the treatment is both safe and the right fit for you. We aim to be as transparent as possible about this, which is why we highlight this requirement at several stages, from our homepage through to checkout.
Beyond safety, these tests provide incredible value; they have helped many of our patients identify underlying health conditions they were previously unaware of. To make the process as seamless as possible, we use the Tasso device, which is designed for a simple and comfortable experience at home.
While we include a straightforward guide to help you every step of the way, we also offer 24/7 proctor calls. This means you can join a video call with a specialist at any time of day or night, and they will walk you through the process in real-time to ensure you feel confident and supported.
We value your feedback and would love to help further. If you’d like to discuss your specific case, please reach out to our support team via the app, and we’ll be happy to review this with you.

HeMed からの回答

2026年4月11日

We’re sorry to hear that your experience hasn’t met your expectations, and we truly appreciate you taking the time to share your concerns. If your blood test results show that you’re not eligible for treatment, your journey on the HeMed Programme will come to an end, and we will arrange a refund for the relevant fee paid towards your first month’s programme, including any prescription. A member of our team has already been in touch, but if you have any further questions or need any additional support, please don’t hesitate to contact our dedicated support team. We’re always here to help.

HeMed からの回答

2026年4月1日

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.

HeMed からの回答

2026年3月28日

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.

HeMed からの回答

2026年3月27日

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.

HeMed からの回答

2026年3月24日

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.