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:07/02/2023

  Type:Customer Service 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 was switched over from ************** I needed my prescriptions but the team did not reach in time. So I switched to a different provider but now I need the prescription that came through to be canceled as well as my account deleted.

  

  Business Response

  Date: 07/03/2023

  Hi My!
  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: 07/03/2023

  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,
  
  My Ngo

• Initial Complaint

  Date:07/01/2023

  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 used this service years ago for birth control. I dont remember having this problem before.For some reason now , when I paid the visit fee I was never contacted by customer service despite messaging multiple times. I never got a prescription. The web site just says someone will get back to me and its been days . They advertise quick convenient access to birth control. I used to agree that they helped with that but apparently now they just take your money and run.

  

  Business Response

  Date: 07/03/2023

  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: 07/11/2023

  Thank you for your help and I was contacted by nurx and told I would be issued a refund. They sent me that email the 30th of June. I havent received the refund yet

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20264276
  
  I am rejecting this response because: Nurx has not refunded me the visit fee although they emailed me and said they would refund it.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/12/2023

  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:06/29/2023

  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.

  Upon creation of an account to website **********************, I followed the steps to create a tele-health appointment for acne care - and it charged me the consult fee before I was even consulted. And upon sending the request, it suddenly showed a completely different service that I wasn't inquiring about (anti-aging). I sent a message through customer service to fix this (despite them saying there were no refunds for consult fees) and resubmit a request through the correct option this time (first time I did too but it somehow went elsewhere). They refunded me for the first one (as it was their error), but then as the process went on their tele-health "professional" did not really take the time to read through what I said and it showed. She was condescending towards me in acting as if I'd never seen a dermatologist before and ignored my request based on my prior dermatology experiences to do what she preferred instead without taking my experiences into account. I tried to just go along with it (as I initially read the response on my phone at work) but upon fully reading it I didn't like the manner of speech and left a couple complaints about this. A customer service agent then joined the chat to essentially try and gaslight me about my own experiences and what I had just said, and defended the dermatologist's choices. I responded that I didn't care and didn't appreciate their attempt to twist the situation (not very customer service of them) and to issue a refund and cancellation. I also wanted to delete my account and financial information, but there is no way to do so WHATSOEVER. It would only be account deactivation, and would have to go through the chat. To me that feels illegal? I should be able to cancel my account on my own, and remove identifying & financial info on my own. Health information is sensitive information and I definitely don't trust them with it after how they've treated me just with customer "service." I want proof my information is DELETED + a refund.

  

  Business Response

  Date: 07/03/2023

  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, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:06/29/2023

  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 got a prescription and filled out my insurance. It said my insurance did not cover my prescription. After finding that out I repeatedly said please cancel I do not authorize this purchase. And they never responded. I have been on hold for hours with no response. I cannot pay 48 dollars with a 25 dollar fee aswell. The fee sounded like it was included and would go away but it was added on top. This company feels very shady and not right for a service providing medication. I would like a full refund I did not want this purchase.

  

  Business Response

  Date: 07/03/2023

  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, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:06/29/2023

  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 signed up for Nurx and was happy with the service until I started noticing they were charging me $3 extra for an unknown reason. I transferred my prescriptions drugs out of the pharmacy and into a local pharmacy. They are still charging my credit card $3 a month for unknown reasons despite not using their service. I have disputed these transactions with my credit card, however, this company is saving credit card information and charging consumers a small amount without permission.

  

  Business Response

  Date: 07/03/2023

  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, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:06/28/2023

  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 recently signed up with Nurx and was communicating through the chat about purchasing options of the medications through their mail pharmacy versus local pharmacy. The customer service agent explained the pricing and options, and I requested to use my local pharmacy. They said that was fine and I was only to pay Nurx my consultation fee and then pay my local pharmacy directly. What then happened was one of my prescriptions was sent to my local pharmacy, and the other 4 were automatically and immediately charged to my card. I was changed $250 without my consent, after we just had a documented conversation about me using a local pharmacy. I immediately responded in the chat to please cancel this, as we had already discussed the prescriptions were going to a local pharmacy. I have sent numerous messages without response. I have called several times daily without an answer. There is no option to cancel my account without contacting customer service and they are non-responsive. I want a refund for the fraudulent changes, and I want to cancel all service with Nurx.

  

  Business Response

  Date: 07/03/2023

  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, ********************** 
  ***********************************************
  
  
  

• Initial Complaint

  Date:06/27/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Nurx for unauthorized prescriptions and poor customer service. Despite my attempts to resolve this matter directly, I have not received a satisfactory response, necessitating this escalation.I have not even finished using my first tube of ****% tretinoin cream when they sent me a prescription for the same strength and charged my card without my actual consent. Furthermore, I recently discovered that Nurx is preparing to send me another prescription for ****% tretinoin, even though I only contacted them with a question regarding the ****% strength. At no point did I express a desire for a new bottle to be shipped to me. Nevertheless, Nurx went ahead and directly processed the order without obtaining my agreement. This unauthorized prescribing and charging are deceptive and infringe upon my rights as a customer.I have tried contacting **********************'s customer service through phone calls and text messages, but my concerns remain unaddressed. I experienced extended wait times on hold and excessive delays in receiving text message responses. to this day, i have not yet received a response through phone or text. I trust the Better Business Bureau will address this complaint and ensure a fair resolution. I kindly request your intervention in holding Nurx accountable for their unauthorized prescriptions and poor customer service.thank you *****

  

  Business Response

  Date: 07/03/2023

  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, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:06/26/2023

  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 am a new costumer of Nurx. Have tried several times contacting them about my prescription with no response for multiple days. This prescription is necessary and I have ran out and need more. First time I contacted them was a week ago, i contacted them through the app and through the phone. When I look a the delivery date through the app its sad n/a. I didnt have a choice about being a customer of **********************, the pervious company I was with closed and transferred me over to Nurx. This is not a good way to start out being a new customer of a company that doesnt respond to their customers.

  

  Business Response

  Date: 06/27/2023

  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:06/26/2023

  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 charges you twice for the services. First to see if the money is there and then again a few days later with no warning it is going to happen. They will reimburse the money weeks later, but I am out that money in the meantime. I don't remember credit working like this but I may have missed that class.

  

  Business Response

  Date: 06/27/2023

  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:06/23/2023

  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 set up my Nurx account on June 19th. On June 21st I was charged $25 for some reason. Apparently, after having to ****** it, it was for the medical consultation, however I had no actual consultation and I was not told anywhere that I would be charged $25. I didn't message anyone, and I didn't get a message from an actual person that warrented a $25 fee. Again, I was not informed at all that I would be charged $25 for anything. Today, on June 23rd Nurx attempted to charge me $45 for birth control pills. I didn't order my pills yet. The payment was declined because I was missing $25 from my account, which is what Nurx took. I want my $25 back, and I want to cancel my accounts and all future payments. If I am charged $45 even after canceling, I will contact them again. I attempted to message Nurx about the $25, but they have not responded. I am still attempting to call them. This is just a scam.

  

  Business Response

  Date: 06/26/2023

  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, ********************** 
  ***********************************************