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:08/03/2023

  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.

  due to poor customer service 4 weeks ago i had requested that my service be canceled TWICE. they did not cancel my service and charged me for another month of service. when i reached out about this and asked for a refund i was told i could not receive a refund because i never requested service to be cancelled. i sent screenshots to show my last interaction with them had been about canceling. they never looked into anything. i am appalled that people who work in health care couldnt even care less to scroll up once to see where i had been pleading to cancel to due to how poor my service was. then to charge me again and say i never requested cancellation. i am attaching screenshots. never have i ever had so many terrible experiences with a company.

  

  Business Response

  Date: 08/08/2023

  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:08/02/2023

  Type:Billing 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 forced over to Nurx after the ********* shut down. I was told all I had to do was make an account and my prescription and information was already sent over to them so I would not have to submit another prescription request. This did not happen, and I was charged $25 from Nurx for a medical consultation to get a whole new prescription. It was in review for a long time, to the point where I was messaging them because I wouldnt get it in time, and they just gave generic responses. They ended up finally getting the original prescription information and sent it over late, and canceling the one I had to apply for, but I did not receive my $25 back for this. I also had to go off this medication for a week, causing a lot of unnecessary physical pain. I thought it would be fine after finally receiving the medication, however they were AGAIN late to set up a refill and I have to cancel my entire prescription with them and go somewhere else just to get the medication in time and not go through more physical pain. Because of them, I am ultimately down $40 and have had physically painful consequences.

  

  Business Response

  Date: 08/08/2023

  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:08/02/2023

  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.

  I needed my prescription refilled in the beginning of July. I was told my order was under review for weeks. My estimated delivery date was update to 7/30. it is now 8/2 and my order is still under review. After many attempts of contact, I got an automated message stating they are closed in observance of the holiday Except. theres no holiday in need of observance in August.

  

  Business Response

  Date: 08/08/2023

  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:08/02/2023

  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.

  10 days ago (AFTER my prescription was due to be refilled) I was informed my insurance required pharmacy changes and was given options of continuing to refilled by Nurx pharmacy for a higher fee or havent prescription sent to a pharmacy covered by my insurance. It took 72+ hours for one question to be answer and now another 72+ hours after requesting the prescription to be send to a local pharmacy and Nurx still is unresponsive. My prescription is good for almost another 9 months. Nurx had not issues responding when I was using their pharmacy and states on their site responses within 24 hours. The adverse effects I have experienced (including bleeding for over 7 days now) because I am unable to take my medication as prescribed due to lack of response on Nurxs team because my insurance enforced changes is detrimental to the health of womens reproductive system and mental health. How can a medical provider conduct business like this?

  

  Business Response

  Date: 08/08/2023

  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: 08/11/2023

   
  Complaint: 20413415
  
  I am rejecting this response because: while my prescription was finally transferred, my pharmacy is unable to fill it and has been trying to contact the doctor that NURX provided multiple times for clarification on how the prescription is written and have no received any communication back. I also reached out 3 days ago, again with no response. My medication, with a valid prescription, has now been withheld from me for almost a month due to the lack of response from the NURX team. I am suffering side effects including endless bleeding and no one within NURX seems to care about providing the healthcare they advertise.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/14/2023

  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.  
  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:08/02/2023

  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.

  Nurx is charged me a $3 fee when I have no active orders and ensured that everything was canceled. I placed 1 order through them in May (which they were unable to fufill and had to send to local pharmacy). After that transaction I didnt need anything from and made sure everything was showing up as canceled. They just charged me an additional $3 fee and have ignored my requests for a refund. They need to refund me this $3 and fully close my account so this doesnt happen again.

  

  Business Response

  Date: 08/08/2023

  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: 08/12/2023

   
  Complaint: 20412095
  
  I am rejecting this response because:
  In their response they said they would reach out to me. The 5 days I have to respond have elapsed and they have not done so. I want them to resolve this before I accept. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2023

  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.  
  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
  
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20412095
  
  I am rejecting this response because:
  You haven't reached out to me, refunded me the $3 you owe me or guaranteed that you'll stop charging me. This isn't resolved. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2023

  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: 09/01/2023

  Better Business Bureau:
  Please note they have not reached out me as they said they would and did not resolve this. Im only marking this as resolved because I was able to dispute this charge with my credit card. This really seems like a scam. 
  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:08/02/2023

  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.

  This company is not responding to my requests to cancel and they have no means in which I can cancel my order online or via phone. This is a deliberate attempt to keep me trapped in this payment subscription.

  

  Business Response

  Date: 08/08/2023

  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:08/02/2023

  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 have made numerous attempts to have them address an issue regarding my prescription drug that I had already paid for. They are not responsive and each time they do respond it is clear that they are not aware of anything. It's been way over a week and I have not received my prescription Drug. I'm currently on my last few days of my medication and will now need to ration them.

  

  Business Response

  Date: 08/08/2023

  Hi Dyossana!
  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:08/02/2023

  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.

  The easiest way to explain my complaint, which has gone unanswered for three days (and for which the company charges an extra $3 for concierge customer service that apparently is useless), is to provide you my direct complaint to them. It has gone unanswered and unresolved.Hi, I received my PrEP 30 day bottle in the US mail today from *******************. The temperature of the bottle was well over 100 when I took it out of the mailbox, less than an hour after the delivery was made. I do not feel comfortable that you sent safe and properly-stored/packed drugs in the least bit. I will ask my pharmacist what she thinks and as a ******************* ********** of ****** employee and Disease Intervention Specialist in the ****** of ********** Diseases, myself, I have a decent working knowledge of the fragility of the compounds you are knowingly sending in uninsulated plastic bags. Heat can not only render the medication ineffective - it can destabilize and make the drug acutely toxic. I would like to know how you will resolve this for me and for EVERY patient/customer to whom you are shipping from pharmacies 900 miles from their destinations from and to places under ************************ 'Extreme Heat Advisories'. This is scary and disappointing. Please escalate this to the highest level of your decision making. I am extremely uncomfortable taking this medication and will not be opening the bottle. I will let my insurance company know the state of the medication that was mailed to me and how haphazardly it was packaged. Please do not ever send me medication in the mail again. As licensed practitioners/pharmacists who are aware of how you ship and from whom, I am extremely concerned that you are knowing shipping potentially dangerous and probably ineffective generic Truvada across the country. I will expect a phone call from your executive office regarding the matter.

  

  Business Response

  Date: 08/08/2023

  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:08/01/2023

  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.

  I requested a cancellation of my subscription in May, 2023. I received a message from Nurx on the same day that my subscription has been deactivated. However, Nurx still sent me products in July, 2023 which I did not need. It also automatically charged me despite the fact that they confirmed my subscription had been cancelled.

  

  Business Response

  Date: 08/08/2023

  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:07/31/2023

  Type:Billing 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 paid 65 dollars to be told they couldnt help me and will not ***** a refund. This is inhumane as a mental health consumer.

  

  Business Response

  Date: 08/03/2023

  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: 08/04/2023

   
  Complaint: 20403457
  
  I am rejecting this response because:
  
  i will keep it open until i see it is refunded.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/08/2023

  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