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:03/01/2023

  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.

  Horrible customer service. Will not respond to messages or answer the ONLY phone number given. Time sensitive situations are handled poorly. Messaged to cancel my subscription and they messaged me the very next day saying they were preparing my next order. I have called multiple times and no answer after being on hold for over 30 minutes.

  

  Business Response

  Date: 03/02/2023

  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:02/28/2023

  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 have been getting my birth control pills filled by Nurx for several years. Suddenly, out of the blue, I received a notice from them telling me that my insurance will not cover my birth control pills and that I would need to pay cash for them. I contacted my insurance company, who told me that nothing had changed on my policy and that the explanation from Nurx was untrue. Despite MULTIPLE attempts to contact them, Nurx refuses to return my messages, yet continues to bill my credit card.

  

  Business Response

  Date: 03/02/2023

  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:02/26/2023

  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.

  I have been paying the monthly subscription for Nurx for months and been receiving medication from them. They were supposed to refill my prescription for antibiotics over 2 weeks ago but didnt, and I have been contacting them for two weeks trying to get them to send the medication. The prescription is current, but they marked the request as resolved without sending the medication, even though in their last message 4 days ago they said they were going to send it. I have gone back and forth with them several times and now they seem to be ignoring me even though I am still paying for the service.

  

  Business Response

  Date: 02/28/2023

  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:02/24/2023

  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've been attempting to refill my prescription with them for months. I've now run out completely of my prescription and they continue to respond that a health professional will be in touch shortly. Each time I try to make contact about where my refill is, etc. someone will be in touch, but nothing has arrived.

  

  Business Response

  Date: 02/27/2023

  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:02/23/2023

  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 ordered birth control and acne medication through Nurx. Weeks and weeks went by. Every time I asked where my prescription was, I was told by a rep oh we're sorry it hasn't shipped out and they'd cancel the order and start the **************** AGAIN. Weeks. I'd ask and ask and ask and my orders were NEVER sent. They sure charged my card for the fees to be prescription the meds real fast though! I finally had enough and said I wanted to cancel. They simply sent a sorry to see you go generic message but I never received a refund for the fees I spent for a product that was never actually prescribed and sent to me! It's like walking into a doctor's ******* handing them your copay and them booting you out with no resolution.

  

  Business Response

  Date: 02/27/2023

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

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19488641
  
  I am rejecting this response because:

  I was emailed and told I only had a hold on my card for when my medication shipped. I never received medication. My orders were constantly being canceled and reordered and never made it past the "processing" stage. My complaint was to be reimbursed for the payments of the 2 consultation costs I paid for. One for the birth control and one for the acne medication. I should not have to pay the consultation costs for medication that NEVER processed, never shipped and that I never received. This would be like walking into a doctors office - paying your copay for the visit and then walking out without being seen. If Nurx cannot commit to providing the medication they have prescribed, they should stop taking on customers. I also received an email asking if I'd like to have my meds shipped to my local pharmacy. It has been nearly 4-5 months. I've already seen an actual physical doctor and been prescribed medication which I received the very next day. I have no need for Nurx's business and I simply want my consultation fees I paid last summer given back to me since they were unable to complete their end of the business transaction. I regret not using a major credit card else I would have simply disputed the charges but I used my bank card. Written 3/1/2023
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/06/2023

  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: 03/09/2023

   
  Complaint: 19488641
  
  I am rejecting this response because: there was NO resolution. I was emailed by Nurx and told that the doctor consultation fee was nonrefundable. I was also told in this email that they were having a hard time charging my insurance for my prescriptions. I DID NOT GIVE NURX PERMISSION TO CHARGE MY INSURANCE *months* after the fact. I don't even have that insurance anymore. My BBB complaint was to have my consultation fees refunded not to try to charge me again for medications I have already gotten elsewhere because Nurx couldn't deliver on their service. This just proves how shady and unethical their entire practice is. I will no longer respond to any Nurx emails in my personal email. I will only communicate through the BBB. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/21/2023

  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.

  Despite multiple attempts to message, email, and call, I cannot get in contact with anyone. I requested birth control almost 2 weeks ago and it's been "under review " since. I emailed them to cancel and request a refund since they didn't provide any service and they have not responded.

  

  Business Response

  Date: 02/22/2023

  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:02/20/2023

  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 was charged a 30 fee which I would like refunded as my order arrived damaged. I returned the order and received a refund but this 30 fee they will not refund. I already had a prescription. Due to the nightmare of the process, I would like this to be refunded.

  

  Business Response

  Date: 02/22/2023

  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: 02/22/2023

   
  Complaint: 19435993
  
  I am rejecting this response because: you're just denying fault and refusing that is not assistaing
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/22/2023

  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: 02/23/2023

   
  Complaint: 19435993
  
  I am rejecting this response because: you have not tried to resolve as you are just trying to keep your money.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/27/2023

  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.  
  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: 02/28/2023

   
  Complaint: 19435993
  
  I am rejecting this response because: you have not reached out and you have not offered a resolution stop being dishonest. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/28/2023

  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: 02/28/2023

   
  Complaint: 19435993
  
  I am rejecting this response because: you have not reached out and provided any solution
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/19/2023

  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 decided to utilize Nurx for a prescription to treat acne and provided my insurance information. On 2/9/23, I was informed that they did not work with my specific insurance plan, but offered two options. One was to pay out of pocket for the prescription, the other was to have my prescription sent to a pharmacy that participates with my insurance. On 2/9/23, I chose the latter option and I provided my pharmacy information. Later that same day on 2/9/23, a customer service agent confirmed receipt of this choice and information.On 2/17/23 I received communication for a nurse practitioner regarding my prescription, and on 2/18/23 I received communication from a customer service agent that my prescription was being filled and that my card would be charged $90. I responded 2 hours later and clarified that I had selected this to be sent to my participating pharmacy. On 2/19/23 I received communication from a customer service agent that its a bit too late to cancel this order. However, on my end, my order is listed as processing and no shipping information has been provided. I responded asking if it is possible to return this order, and if not that I would like to cancel my order as soon as possible.As a person who utilizes ********* there is a huge discrepancy between paying $3 for a prescription and paying $90 for a prescription. I understand that mistakes are made, but I provided this information well in advance and believe it is the companys responsibility to double check which payment option the patient has made. I have provided a copy of our communication. Looking online, I see that others have had similar difficulties with this. I am requesting the BBBs support in resolving this issue.

  

  Business Response

  Date: 02/20/2023

  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: 02/23/2023

   
  Complaint: 19432385
  
  I am rejecting this response because: there is no resolution and I have not been contacted yet.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/27/2023

  
  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.  
  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: 02/27/2023

  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:02/18/2023

  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.

  Hi Im Nurx customer for over 3 years, my shipment was canceled without informing me. Im trying contact Nurx for the last two weeks. Why they cancel my birth controls and how to order new one. My prescription is valid. I only got one response that someone will contact with me. Two weeks! Im running from my meds and you guys even dont bother give me explanation what going on? This is very frustrating.

  

  Business Response

  Date: 02/20/2023

  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:02/15/2023

  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've used their acne service with success in the past, but upon applying again and requesting additional medications for my acne, they have refused to answer my messages and further treatment reports. They did make sure to charge my credit card for the consult though.

  

  Business Response

  Date: 02/16/2023

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