Optimale

"Service can be somewhat disjointed. For example, I’m sent text messages saying I’m due a blood test when one has already been booked or I’ve just had one."

"I’ve been with Optimale for around 10 years and pay over £100 per month. What’s happening now is unacceptable. 21 Feb 2026: I ordered my repeat prescription (Cypionate etc.). Received an automated email clearly stating this was NOT confirmation of approval or dispatch. 24 Feb 2026: I chased them. Received another automated reply (Support ticket 3211203) saying they aim to respond within 24–48 hours. Since then: complete silence. No human response. No confirmation of doctor approval. No dispatch date. No tracking. No apology. No explanation. I am now completely out of medication. For a TRT clinic, leaving a long-term paying patient without treatment and without communication is beyond unprofessional. HCG has also been unavailable for months with poor communication. There is no other option for me now than to cancel my standing order and move to another TRT clinic — especially when other providers are significantly cheaper these days and, from what I can see, actually communicate with their patients. Premium prices. Automated emails. No medication. Avoid. UPDATE (after this review was posted yesterday): Very interesting timing. After weeks of silence, Optimale/Voy suddenly contacted me the morning after this Trustpilot review appeared. So it seems emails from paying patients can be ignored for weeks, but a public review gets an immediate response. Their explanation is that they are going through a merger with Voy and that the Optimale inbox is no longer closely monitored. In other words, patients were still paying subscriptions while the company apparently stopped properly monitoring the support inbox. They also tried to claim that my medication request wasn’t processed because I am “overdue” for a doctor consultation and blood test. This is simply not correct. My last doctor consultation took place on 25 September 2025 and my blood test was done on 12 September 2025, which follows the normal schedule they themselves previously required. After charging £100+ per month, I was left without medication, ignored for weeks, and only received a response after publicly posting a review. Instead of my usual 10ml Cypionate, they are now offering some kind of temporary replacement supply while asking me to repeat monitoring. This entire situation raises serious concerns about how this clinic is currently operating. Patients relying on TRT should not have to chase basic communication or risk running out of medication. Extremely disappointing experience after many years as a customer."

"I have been with Optimale for 5 years and they are top notch. Always on hand for advice and to explain things. "

"Very professional & caring company. I’ve been with Optimale for 4 years & will continue long term regarding my TRT therapy. It’s always a pleasure to have my 6 monthly meet-up with my consulting Dr & I feel in safe hands. Being a health care professional myself, I know I’m in the best place to put my trust in people with the same duty of care that I hold myself too. "

"Had a consultation booked to be sat waiting 30 minutes for no one to show - emailed down to be told just to re book another appointment! Would avoid this company if your health is important. Since seeing there response I have contacted optimal to take them up on their offer. I will keep this review open and update once they have honoured their response."