An update from John Thompson, Managing Director, Fox Pharma

To our valued customers,

I want to apologise for the delays many of you have experienced with your orders in recent weeks, and for how difficult it has been to reach us. We know many of you rely on us to keep your clinics running and your patients’ treatments on schedule, and this has fallen well below the standard you expect from us.

In October we moved our pharmacy operations from Warrington to a new, larger facility in Essex, as part of our ongoing investment in the future of Fox Pharma. During the transition we encountered unforeseen systems issues, which led to delays to orders and periods when our website was unavailable. Those systems issues have now been fixed, and new orders are being processed and dispatched as normal.

What we’re doing: The disruption created an unprecedented volume of orders and enquiries, and our teams are working tirelessly to clear the backlog. We’ve brought in extra staff across dispatch and customer service, outstanding orders are being prioritised, and our customer service team has been working round the clock to help with every query.

Many of our customers are small and independent businesses, and that’s something we’re proud of. You’ve always been at the heart of everything we do at Fox. Many of you have been with us for years, and we don’t take that for granted. Your loyalty, your feedback and the work you do every day are what drive us. We remain committed to our mission of bringing the best brands in aesthetics to the industry. We’re not going anywhere.

Resolving any outstanding issues is our number one priority. If you want to discuss an order, please email support@foxpharma.co.uk with your order number in the subject line, and our dedicated team will be happy to help you.

Thank you for your patience and continued support.

John Thompson

Managing Director, Fox Pharma