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:09/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 signed up with service with nurx. They charged me 65 in August. I then canceled on August 18. Then on September 16 was charged 55 again. I just want my money back as I canceled.

  

  Business Response

  Date: 09/21/2023

  Hi Terra!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/15/2023

  Type:Customer Service 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.

  Nurx promised birth control for $0 with insurance with free delivery. However, I am charged $3 every month for a support fee. This support fee covers access to their 24/7 support staff, but their staff is incredibly difficult to reach and takes several days to respond. My birth control request was even cancelled/resolved by the support staff despite me never receiving my order. With my previous birth control provider, I never had to contact their support staff. I do not want access to their 24/7 support staff. I do not wish to pay a recurring fee for a service I will not use. If I ever have a complication with my birth control I will speak with my doctor.

  

  Business Response

  Date: 09/16/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:09/14/2023

  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.

  On May 18, 2023 I bought a year supply of birth control from the pill club, and they sent me the wrong medication. I paid $90.87. As soon as I realized they sent the wrong medication, I began the arduous process of trying to contact the pill club to correct the issue. On June 12, **************************************************************** business and my account had been transferred to Nurx. Nurx has refused to help me with my issue. I've written to them for months trying to get someones attention. The wrong prescription has caused a complication in my health condition, but all I am asking for is a reimbursement for the birth control I cannot use, so that I can take my business elsewhere.

  

  Business Response

  Date: 09/16/2023

  Hi ******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:09/10/2023

  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 Sunday, 09.10.23, I contacted Nurx for a prescription for ****, the emergency contraception that has a higher weight limit. I contacted them at 8:29am and received a message at that time stating they received my information and someone will be contacting me shortly. At 12:49pm I still hadn't heard from anyone and messaged them. No response. At 3:19pm I messaged them again with no response again. At 5:40pm I messaged again, sent an email, and tried calling. Once again no response. On their prerecorded message at their ***** number it did state that the phones were available Mon-Fri and Saturday and Sunday phones weren't available but other services would still be provided. I was not contacted AT ALL after the first message for an issue that is very time sensitive. I ended up contacting another virtual pharmacy at 3:30pm that had a waitlist as well. I ended up getting a prescription from another company at 7pm, and when I went to the pharmacy it was already closed for the night. I needed the **** prescription due to the weight limitations of all other brands of emergency contraception, and since Nurx advertises for women's health I thought going through them would be easy and fast. Due to Nurx being unresponsive I have to wait another day to take an emergency contraception that only works the best if taken ASAP. This is absolutely unacceptable and scary that someone looking for a response on a time sensitive issue was not contacted at all.

  

  Business Response

  Date: 09/14/2023

  Hi ****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Back in June I ordered emergency contraception from Nurx. During the checkout process I got an offer to save $25 on a birth control consultation when ordering emergency contraception, which I did. However, I never received the birth control. I have contacted them repeatedly without a clear answer as to why or no answer at all. Last time they told me I'd need to make a new request since it had been "some time", but my prior order should've taken care of that. Whenever I go to make a new request I'm being charged the $25 that I was supposedly saving with my last request for the order I never got and have been given no clear answer for why I never got it or why they're charging me again when they even say that the fee I ALREADY paid should cover that. I either want a refund so that I can just go to another online service that actually honors their orders like the ********* or to actually receive my order without requiring another consultation / fee.

  

  Business Response

  Date: 09/09/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:09/08/2023

  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 started a mental health medication request with Nurx on Monday 9/4. It wasn't until AFTER I submitted my request and paid $65 that ****** sent me a message saying that there may be delays because Nurx is receiving more messages than usual. I don't think it's acceptable to take people's money and THEN say "by the way, you're gonna have to wait longer than usual" especially when you're dealing with their necessary medications.****** also asked me for the name and address of a local pharmacy, even though Nurx's whole thing is supposed to be that they mail your meds to you. Then, I got another message asking me to answer several questions I had already answered in my intake form. I answered the questions and waited a couple days with no response. I started reading Nurx's BBB complaints and reviews. So many customers have said (1) they waited several days or more for Nurx to even get back to them, and/or (2) Nurx kept billing them even after they specifically told Nurx they wanted to cancel their subscription. On Weds 9/6, I messaged and emailed Nurx requesting to cancel and get a refund. I was told I was refunded but have yet to receive anything. I would like my $65 back. I'm also concerned Nurx is going to continue billing me. I would like confirmation that my order is actually cancelled in Nurx's system and I won't be charged again.

  

  Business Response

  Date: 09/09/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:09/01/2023

  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 originally signed up for a subscription of anti-aging topical medication to renew every 3 months. I was told that I could delay future shipments if they would be too soon. Ive been trying to do this for the most recent scheduled shipment. Their site says you can change the refill date but that option doesnt show up on my account. Ive been sending messages and emails for days with no response. Ive tried calling their phone number and they have been on hold for over 20 minutes before someone answers (sounds like they are outside with a bad connection and no one responds)

  

  Business Response

  Date: 09/05/2023

  Hi ******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Have been using nurx for a few years now , suddenly theyve become unresponsive . They ensure they charge the support fee but no longer provide support , trying for 2 weeks to get birthcontrol and its been under review for a week now with no response . Feels like theft and women being taken advantage of

  

  Business Response

  Date: 09/05/2023

  Hi ****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/31/2023

  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 August 18, 2023 I created a Nurx account and submitted a new request for acne medication for my 16 year old son. I was charged $40 on August 21, 2023 for this new request. On August 23, 2023 I received an email notifying me that I needed to provide parental consent for the request since my son is a minor. I believe I completed this step when I submitted the initial request as I recall reading the consent terms. I logged into the site and opened the pending request and could not find an option for completing parental consent. I emailed Nurx on advised them of this and asked how to provide consent. I received a message on August 24, **************************************************************************************************************** order to provide parental consent. I asked whether I would be required to pay another $40 with a new request and was told that I would not be required to pay again. I went through all the steps again to complete new request, and was required to pay another $40 in order to submit the new request. There is no option to submit a new request without paying again. I again emailed Nurx to advise them of this. I asked for a refund of the $40 for the initial request. They have declined to refund the money and have declined to process my request. This has been an incredibly frustrating process.

  

  Business Response

  Date: 09/05/2023

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  Please accept our sincerest apology for any inconvenience we have caused you.  Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. 
  At this time, we have reached out to you in regards to your concerns and have come to a resolution.   
  
  Take care, 
  
  ***************************
  Vice President of Operations
  www.Nurx.com
  
  

• Initial Complaint

  Date:08/30/2023

  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.

  8/5 - Switched from ************* to Nurx (TPC suggested to do this as they were discontinuing service and would no longer be in operation).8/7 - Nurx reached out to confirm my information which I provided minutes later. 8/12 - Nurx finally confirm and process my birth control order. 8/14 - Nurx charged me $80.00 for my prescription 8/15 - Nurx sent shipping notification with tracking link 8/21 - Tracking update said it would be arriving late 8/24 - Tracking stopped updating altogether. For the past week tracking info has said "in transit to next facility, running late."8/27 - I contacted Nurx through chat expressing concern about my prescription delivery being very late.8/29 - Still no response, and contacted through chat a second time. 8/30 - Still no response so I tried calling their customer service line but couldn't get through. I am disputing the charges on my credit card and would love a response from their team explaining why they are being so careless with birth control prescriptions, which so many women rely on for their health. This is very irresponsible of them, and scary for women especially considering it is becoming increasingly difficult to obtain healthcare and birth control services. Almost a full month of trying to get my prescription with no response or update from customer service is shameful.

  

  Business Response

  Date: 09/05/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************