Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a six month supply of my prescription Semiglutide through them as I have been with them over a year. Instead of sending my prescription, they have stalled and stalled and made excuses for over a month now. They keep sending the SAME email response when I ask for my date of delivery and tracking information. THIS IS UNACCEPTABLE! I want my PAID FOR ORDER IN FULL!!!

  Business Response

  Date: 08/17/2025

  Dear BBB and Complaint ID#: ********,
  We appreciate the opportunity to provide clarification regarding this matter. The order referenced was processed with the pharmacy on August 11th, and the patient was notified on multiple occasions that standard processing and delivery times are 710 business days. The complaint was submitted to the BBB on August 16th, which remained within the expected fulfillment window.
  We regret if prior communications caused any frustration and assure you the order is proceeding as expected. Tracking information will be provided promptly upon shipment. Zappy Health remains committed to transparency, patient care, and ensuring all medications are delivered in a timely manner.
  Sincerely,
  Zappy Health

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Zappy Health and *******************, their chosen distributor, regarding the purchase of a 9-month supply of tirzepatide, for which I paid nearly $3,000. This was ordered around 12/5/2025.I allowed ample time for the medication to take effect, but after months of following proper dosage and administration, I noticed no measurable results. Having previously used tirzepatide from another reputable pharmacy, I can confidently say that the product I received from ******************* was significantly different in both potency and appearance. The solution was visibly thinneralmost indistinguishable from saline. This raised immediate concerns about its authenticity and effectiveness.After researching reviews from other customers, I discovered I am not alonenumerous people have reported similar experiences of diluted or ineffective tirzepatide from this same pharmacy. These findings confirmed my suspicions: I believe I was injected with an improperly compounded, possibly diluted product, which is not only deceptive but dangerous to my health.I feel robbed by this business arrangement between Zappy Health and *******************. I entrusted them with my health and was met with what appears to be fraudulent or grossly negligent behavior. This is a serious matterwe are not talking about cosmetic products or over-the-counter vitamins, but a prescription medication intended to treat a chronic condition.Given the evidence and the potential harm caused, I am demanding a full refund of every dollar I spent. I have already begun discussions with an attorney regarding this matter and will not hesitate to escalate it further, including reporting to the ***, the *************************, and pursuing legal action, if necessary.I urge the BBB to intervene promptly and help resolve this matter fairly. Zappy Health and ******************* should be held accountable and required to provide a full reimbursement.

  Business Response

  Date: 07/29/2025

  To the Better Business Bureau and Complainant:
  Thank you for the opportunity to address this matter. Zappy Health takes patient concerns seriously and appreciates the chance to clarify the roles and responsibilities of the parties involved, as well as the steps taken to ensure product safety and satisfaction.
  Zappy Health is a telehealth platform that connects patients with licensed medical providers for remote consultations. When clinically appropriate, these providers may prescribe medications which are then filled by independent, licensed third-party pharmacies. Zappy Health is not a pharmacy and does not manufacture or compound medications.
  At the time of this patients order, the prescription was filled by *******************, a licensed compounding pharmacy operating under state and federal guidelines. ******************* confirmed proper licensure and compounding authority before being approved to fulfill prescriptions within our network.
  We understand the patients frustration with the perceived lack of therapeutic effect and visual differences in the medication. However, it is important to note that individual responses to compounded medications can vary, and visual characteristics (such as solution thickness or clarity) are not reliable indicators of potency or efficacy. To date, we have not received lab-confirmed evidence that the product provided by ******************* was defective, diluted, or improperly compounded.
  Per the signed Terms and Conditions at time of purchase, all medication sales are final and non-refundable due to the custom nature of compounded prescriptions. However, we are open to facilitating communication between the patient and the pharmacy to explore a resolution.
  We remain committed to patient safety, transparency, and regulatory compliance, and we sincerely regret that this experience did not meet expectations.

  Sincerely,

  Zappy Health

  Customer Answer

  Date: 07/29/2025

  Im going to need a refund. Im going to need a refund on Zappy Healths fees and the initial price of the medication from **********. A $2691 refund is what Im demanding. My health was put at risk and my time was wasted. 

  Business Response

  Date: 07/31/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to the concerns raised by the patient regarding their experience with Zappy Health and their request for a refund.
  We take all patient concerns seriously and are committed to delivering transparent and safe care. In this particular case, the patient expressed dissatisfaction with the medication received from one of our partner pharmacies and questioned the quality of the product. We want to assure both the patient and the BBB that the medication provided is not diluted or saline. Comprehensive testing has been conducted to confirm the sterility and integrity of the medication, and we stand by its quality. Its important to note that the effectiveness of any medication may vary based on individual factors such as adherence, dosage, and lifestyle.
  As for the refund request, Zappy Health operates under a clear and transparent no-refund policy, which was acknowledged and agreed to at the time of purchase. Once a prescription is processed and the medication is dispensed and shipped, we are unable to offer refunds due to federal regulations that prohibit the return of prescription medications. These policies are standard across the healthcare and pharmacy industries to protect patient safety and maintain compliance.
  Additionally, patients are provided with pharmacy information before completing their purchase, enabling them to make an informed decision about their treatment.
  While we are unable to issue the refund requested, we remain committed to patient care and are happy to support the patient in exploring next stepswhether that includes discussing treatment options or provider follow-up for adjustments or concerns.
  Please let us know if further clarification is needed.
  Sincerely,

  Zappy Health

  
  

  Customer Answer

  Date: 07/31/2025

  I am being disrespected. I cant believe this. 

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a bunch of scammers and liars. I ordered a three month supply and had emailed them to change the address. They assured me it was changed. Then, when I got the email that it was sent out, it went to a different address that I no longer live at. They refused to send me a replacement or refund. And then went through credit card dispute and they contacted me and asked me to end the dispute and they would refund me assuring me again and again they would refund me. I closed the dispute and they are now backing out of their promise to refund and giving me the runaround and more lies.

  Business Response

  Date: 07/22/2025

  Zappy Health Response to BBB ******************start="233" data-end="236">Complaint ID#: ********
  Dear BBB,
  Thank you for the opportunity to respond to this complaint. Zappy Health takes patient concerns seriously and works diligently to resolve any issues that arise.
  After speaking directly with the patient, our team made multiple attempts to assist and rectify the situation. However, once a chargeback is filed with a financial institution, we are no longer able to issue a refund or send a replacement order. The chargeback process effectively locks the transaction on our end and prevents us from taking further action.
  The patient did inform us that they attempted to cancel the dispute with their bank, but the chargeback remained active in our system. Unfortunately, as long as the dispute is pending, we are restricted from processing any refunds or generating a new order to the updated address.
  We understand how frustrating this situation is, and we share in that frustration. However, these limitations are imposed by the financial institutions and are outside of Zappy Healths control once a dispute is filed.
  We remain committed to providing transparent communication and support, and we welcome any updates should the bank fully reverse the dispute on their end.
  Sincerely,
  Zappy Health Compliance Team

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a three month supply of *********** for $497. I received the product and tried to reach out several times to the company to let them know it had no effect at all. It honestly appears to be a watered down dose. I asked for a refund or at least a response and the only thing I have received after a month is a cancellation of upcoming appt to review progress. I should not be charged for ineffective product

• Initial Complaint

  Date:04/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two separate orders from Zappy that were not fulfilled. The first order was made on 2/3/25 for 2 order(s) of *********** 2.4 mg. Each order includes: *********** (5 MG/ML mg/mL, 2 mL). I paid $258 and only received 1 of my 2 orders. I would have never purchased this if I knew Id only get one as this order is for medicine that is meant to be taken weekly. Ive gone over a month without the medication. The second order I placed was on 3/20 for a One Time Order: 3-Month ***********. I paid $687 and never received it.I disputed both orders with my credit card and they emailed me to say they canceled my orders, but I have not been refunded.

  Business Response

  Date: 06/20/2025

  Dear BBB and ******** ******,

  Thank you for bringing this matter to our attention.

  We have reviewed the details of Ms. ****** account and order history. Our records confirm that an order for two vials of *********** was placed on February 3, 2025. A subsequent one-time order for a three-month supply of *********** was placed on March 20, 2025. Both orders were processed and sent to our pharmacy partner for fulfillment.

  Once we were notified that chargebacks had been initiated for both transactions, the pharmacy was instructed to halt shipment, and the orders were canceled in our system. Zappy Health does not issue refunds once a dispute has been filed, as the matter is formally handled through the **************. Additionally, ********************** does not ship or handle medication directlythis is managed exclusively by the licensed pharmacy partner.

  Sincerely,
  Zappy Health Compliance Team

  Customer Answer

  Date: 06/20/2025

  Zappy failed to acknowledge their part in the shipping delays. They have blamed the pharmacies, but it is their responsibility to ensure they partner with pharmacies who can supply the products to their clients. The only reason I had to initiate chargebacks was because they would not send me the product I paid for. I was able to win the dispute with my bank, so Zappy was held accountable. However, it was not due to them acting professionally. The bank resolved my issue, not Zappy.

  Business Response

  Date: 07/06/2025

  Dear ******** ****** and BBB,
  Thank you for the opportunity to respond.
  Zappy Health is a telehealth platform that connects patients with licensed providers and coordinates the prescription process. However, we do not operate, manage, or control the day-to-day actions of the independently licensed third-party pharmacies that fulfill medications. These pharmacies are solely responsible for processing, compounding, and shipping prescriptions once a provider authorizes the medication.
  This information is clearly outlined in our Terms of Service, which every patient must review and accept prior to completing their order. The Terms state that pharmacy services are fulfilled by separate licensed entities and that Zappy Health is not responsible for the actions, delays, or policies of those pharmacies.
  While we understand the frustration that can come from a delayed or unsatisfactory pharmacy experience, we do our best to assist patients by escalating concerns directly to the pharmacy. That said, we cannot override their internal operations or guarantee outcomes once fulfillment has been transferred to them.
  We regret that your experience did not meet your expectations and that a resolution could not be reached directly with our team. Your feedback is noted, and we continue to re-evaluate partnerships to ensure patients receive better care and fulfillment moving forward.

  Sincerely,

  Zappy Health

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a nine month supply of compounded tirzepatide from this company several months ago. Shortly after receiving the medicine, news broke that the pharmacy they were using, Ouissa pharmacy in *******, did not even have a license for sterile compounding of drugs. This is really scary, since I am supposed to inject this medication into my body. I had to throw away my entire nine month supply, which had cost me $2691. Initially Zappy said they would make the situation right by either refunds or replacement medicines, but they quickly changed their mind. This is a huge amount of money for me that literally was thrown in the trash. I expect a refund, because Zappy advertised SAFE injectable medication.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WAS CHARGED TWICE IN ONE MONTH FOR THIS AND DID NOT RECEIVE ANY PRODUCT. NOT ABLE TO CONTACT ANYONE, ONLY A CHAT BOT WITH NO REAL ANSWERS. MANY PEOPLE HAVE NOT RECEIVED THEIR PRODUCT AND CANNOT CONTACT ANYONE. THE SECOND CHARGE WAS NOT AUTHORIZED BY ME. I WOULD LIKE EITHER TO GET MY PRODUCT DELIVERED ASAP OR AT LEAST BE REFUNDED THE SECOND CHARGE.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased compound semaglutide from zappy health that seems to be legit and safe. I paid,waited for my medication to arrive which it never did. I contacted the company with no help other than telling me to file a claim with ups. I started digging to see this "company" had had numerous issues with people not receiving what they paid for, the medication not being legit,etc. I am out $240 now.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 9 month supply of Trizepatide from Zappy Health on 11/22/2024. I paid $2,691.00. Per there advertising, this was trusted medication from a trusted legal pharmacy. They sent the meds from **************. This pharmacy is now no longer in business. This pharmacy failed multiple inspections and received multiple violations for unsafe practices. Attached is the hearing that was had. Ousia attempted to deceive the state of ******* in multiple ways (see hearing documents). ***** has 100's if not 1000's of complaints as well as Zappy. The medication that was provided was ineffective, it appears to be nothing more than saline solution (my guess) as this medication did nothing. Prior to Zappy I was on *********** with another company/pharmacy and the meds did what they said it would do. With the meds from Zappy I had to tirate to the max dosage (15g) and still nothing, mind you I was only at 7.5 with the other company.I sent over 12 messages to Zappy advising of this issue and asked numerous times for a resolution. Half the messages there was no response and if they did respond it was always we will escalate this issue and get back to me. They would NEVER try to resolve the issue just tell me go up a dose. They did not disclose that there were issues with Ousia until I demanded a refund, but they were aware of the issues. THAT SHOULD HAVE BEEN ADDRESSED WITH THEIR CUSTOMERS (see document on about ********************** not notifying anyone). ***** has closed their pharmacy, if they did nothing wrong why are shut down?Zappy failed to provide meds from a trusted, safe, violation free pharmacy. They said to contact Ousia that they are not replacing meds or giving refunds. ***** is shut down, I PAID ZAPPY NOT OUSIA! ZAPPY picked Ousia not me. If I buy milk from a store and it is spoiled, do I **** down the farmer and cow the grocer got it from for a refund...NO I GET MY $ BACK FROM THE GROCERY STORE that I purchased it from.Zappy needs to take ACCOUNTABILITY!

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 15, 2024 I purchased a 3 month supply of weight loss shots of compounded titzepetide. I paid $987.00 and the shots came to me through the mail from a pharmacy by the name of Ousia. The company was recently found to be unethically storing thier shot products. It was found that they did not refrigerate their compounded titzepetide products properly. As a result the medication was found to be comparable to water. The first month I lost weight but it was a lower amount than I usually would have lost. The second and 3rd months I lost zero weight. The weight loss shots I received did not work the way they were supposed to and I didn't lose any weight. I have called them and left messages on their phone number with no response. I have emailed them numerous times demanding my money back or some new meds from a different pharmacy.However at this point I do not wish to continue doing business with them because of the poor customer service and the fact that they know they sent me a substandard product but will not make amends.Please help me get my money back.

  Business Response

  Date: 06/20/2025

  Dear BBB and *** ********,

  We appreciate the opportunity to respond to this complaint and address any concerns regarding our services. At Zappy Health, patient feedback is important to us, and we strive to provide transparency about our processes and policies.

  How Zappy Health Operates

  • Medical Consultation: Every patient undergoes a telehealth consultation with a licensed provider who determines whether a prescription is appropriate.

  • Pharmacy Fulfillment: Once prescribed, medications are dispensed and shipped by an independent third-party pharmacy. Zappy Health itself does not manufacture, handle, or distribute medications.

  • Terms of Service Agreement: Before completing a purchase, patients review and acknowledge Zappy Healths Terms and Conditions, which include a policy stating that medication purchases are non-refundable. This agreement also clarifies that Zappy Health is not a pharmacy and does not oversee pharmacy operations.

  Pharmacy Partnership and Oversight

  At the time of our collaboration with **************, they provided documentation verifying compliance with state and federal compounding regulations. Zappy Health thoroughly vetted the pharmacy to ensure it met the required standards. However, after regulatory concerns surfaced, Zappy Health promptly ended its relationship with Ousia and reinforced our pharmacy selection criteria to prevent similar issues in the future.

  Addressing the Complaint

  We understand your frustration regarding the effectiveness of the medication you received. While Zappy Health does not control how pharmacies compound or store medications, we always encourage patients to report any concerns about medication quality directly to the dispensing pharmacy or the appropriate regulatory agencies.

  Regarding customer service, we regret if there were any delays in responding to your inquiries. Our team aims to assist all patients in a timely and professional manner. However, per our policies, Zappy Health is unable to offer refunds for medication purchases, as prescriptions are fulfilled and dispensed by third-party pharmacies.

  If you have any further questions, we are happy to assist in any way possible within the scope of our services.

  Sincerely,
  Zappy Health Support Team

  Customer Answer

  Date: 06/27/2025

  Zappy Health does not take responsibility for their providing a faulty product. 

  They have continued to dance around the subject and say things like oh we're committed to resolving this and then when I provide proof of receipt and bank statements they play games and say they have no record of selling to me. 

  The company is fruedulent at best. They don't stand by their meds therefore I suggest anyone that would consider dealing with them to not do business with them. Buyer beware Zappy Health rips people off and then will ***** you around the company all the while not taking responsibility for what they sell or do. You have to be careful when purchasing meds online because the bank can't reverse the charges due to the type of charge it falls under. So if they sell you a bad batch you lose your money and your treatment. 

  This is my experience with Zappy Health. Don't become a victim like I was.