National mobility chain makes ‘drastic changes’ to delivery policy after customer backlash

Lloyds Pharmacy has reportedly made ‘drastic changes’ to its delivery policy, including removing shipping costs on orders above £40 for all UK customers after pressure from rural clients and criticism of its ‘unclear delivery costs’.

A number of recent cases where customers living in rural parts of Scotland had to pay for delivery when they thought it would free highlighted to pressure groups the imbalance in UK shipping costs advertised by online retailers.

One complainant described the £50 shipping fee he had to pay on a mobility scooter as ‘ridiculous’ and ‘discriminatory’ and gained support from a local MSP, who then wrote to Cormac Tobin, managing director of Lloyds Pharmacy.

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A spokeswoman from the retailer confirmed to a local newspaper that it has now spoken to the customer in question, who is now ‘satisfied with the outcome’ of the changes made to the delivery policy.

“We appreciate this being brought to our attention and we have been speaking to our customer in Moray, who is satisfied with the outcome,” she told the Press and Journal.

“We recognise that our delivery charges weren’t as clear as they could have been. Our policy has been reviewed and we will make our delivery charges clearer on all communications including our website.”

The MSP – Richard Lochhead – supporting rural customers wanting a fairer deal declared the review on delivery charges as a ‘breakthrough’ and hopes it will pave the way for other online retailers.

Mr Lochhead said: “This really is a victory for fairness. That Lloyds Pharmacy will now treat customers with AB and IV postcodes equally is a breakthrough for Moray, and I would urge all companies to review their policies to ensure they aren’t ripping off folk in the north of Scotland.”

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