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:01/29/2023

  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 received an email on 1/01/23 to renew my prescription with Nurx and immediately did so the same day. I was also charged a $20 fee. The message I received on the same day that I renewed stated that a member of their team would reach out in a few days once they have reviewed my updated information and history. On 1/28/23, I did reach out to see if there had been any progress with my renewal and I was informed that if my prescription has not been renewed within 7 days before the expiration date that I should again let them know. My prescription expires on 1/31/23. Today is 1/29/23 and I have yet to receive any confirmation about my prescription renewal. I feel as though I have wasted money for a service I have yet to receive. I completely understand delays, but the lack of communication from this company is very frustrating.

  

  Business Response

  Date: 02/06/2023

  Hi Dazja!
  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:01/29/2023

  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.

  The company failed to fill my prescription, nor would they answer my questions regarding my pending status, so I cancelled my subscription and asked that they deactivate my account, as I signed up with another provider. They responded over a week later, said they didnt know why my subscription was cancelled after I wrote to say I cancelled it and wanted my account deactivated, and Nurx renewed it without my consent, and now I cant cancel independently, and it is impossible to get a human on chat or on the phone, they are all bots. Ive been using this service for years, it used to be great, but now its horrible. Women should be able to cancel at anytime for any reason, and this company makes it impossible, and they also store deleted cards in order to charge you even as you are in the process of cancelling.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:01/28/2023

  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 attempted to use Nurx twice to order medicine. The first time in October. It took weeks to get a response and I was lied to multiple times. First they said they had processed my order and it would ship out. It didn't. I wrote them again, they eventually responded to apologize and say they would send it to my pharmacy since I was out of time and needed it. But again, no response for days at which point I told them to cancel my order because it was getting ridiculous. They deleted my account but did not refund the consultation fee that I had paid. I just let it go.I spent the next couple of months shopping for a new option that offered what I wanted, was available in my state, and accepted my insurance. I couldn't find one so I went back to nurx on January first hoping the first experience was a fluke. It was not. Days and weeks without replies. It is now a full month since I first did my consultation and I still don't have my meds. A week ago I was supposed to get shipping information in order 2 days. I didn't. So yesterday I tried a different company where I had to use cash instead of insurance and that was shipped out today. I contacted nurx to tell them to cancel my order (because they don't provide a way to do it myself) and to refund me for the two consultations I had paid for. They said they would cancel the order but that my consultation fees were non-refundable. It is a scam to take someone's money for a service and not render that service. I wasted 2 months of my life and my money to receive nothing. And it was not my fault. I always responded within 10 minutes of getting a notification.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:01/28/2023

  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 renewed my birth control prescription and on 12/31/22 i received a message saying my prescription was being prepared to refill in the next few days. I was told id receive a shipping confirmation with tracking and My estimated delivery was 1/12/23. It is now 1/28/23 and i have never received tracking now my delivery. I need to start a new pack on MONDAY. two days from now. **************** will not respond to my messages and their phone number doesnt work on the weekends.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:01/27/2023

  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 have been a customer of ********************** for 3 or 4 years. They always completed my orders with no problems until my current order. My order was auto renewed, ad usual, and I received my usual email that it was billed and that I would soon receive my shipment notification. These are all the normal steps, and I awaited my status. Well, I find out when I check my status that they decided to completely CANCEL my order, and did not notify me! Why was it cancelled? They did not even get back to me for 3 days, and said they were busy! Ok, well I never cancelled and still need my medicine which is now approaching the time frame I will run out! They asked if I wanted it still, and I told them yes to please proceed and ship as usual. I got the order confirmation, email, and msg stating from ******* that I will receive the shipping number and if not within 2 or 3 days to let them know immediately. So I waited 3 days, and no shipment sent! I send a message back to ******* regarding this and no one has responded! It has now been 6 days!!! I am going to run out of my medicine for sure! As I am writing this still no one has responded via email or msg! I sent in a message about every 10 hours urgently asking for help for the past week! No phone number to call! No response yet! Idk what I am supposed to do! I am in a an agreement with them until March for rx refills, but they have completely dropped the ball. I think it is fair of me to ask that my rx be delivered completely free this month because its late! Please let me know if this can be expedited and resolved. J

  

  Business Response

  Date: 02/03/2023

  
  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: 02/04/2023

   

  Complaint: 18939737

  
  

  I am rejecting this response because:

  I thank them for the apology, however, they still billed me after stating I would receive this complimentary! I also went to my local ********* to pick up my emergency pack, but was being charged almost $40. I rejected the pack, as they should have covered this for messing up my order. They need to honor the $15 price I was willing to still pay for it I only have $20 cash to use.  I have been dealing with this for an entire month! The least they can do would have been to overnight my rx, or pay for this 1 pack refill since it was not my mistake. So now I am completely out of my rx, and will begin experiencing sharp pains in about 5 days. I messaged them several times today with absolutely no response! To be continued...

  
  

  Sincerely,

  
  

  *************************

  

  Business Response

  Date: 02/10/2023

  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: 02/10/2023

  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:01/26/2023

  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.

  I never received my medication. I got notified on 1/4 it was preparing to ship and it never did. This is medication on the line and an individuals health is at risk when you dont deliver what you promise - on time delivery. Ive sent messages on social media and in the chat but get the same generic response. No one can provide answers whether if or when my medication will be shipped. I dont know how else to get the issue resolved. This treatment of loyal customers is unacceptable.

  

  Business Response

  Date: 02/01/2023

  Hi Faith!
  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:01/24/2023

  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.

  I have contacted them for ten days to cancel my account with no response. I am afraid they will continue to charge me and send me birth control. I have called no answer, sent messages begging them to cancel. I CANNOT remove my debit card or close the account on my own. This is literally the WORST company ever.

  

  Business Response

  Date: 02/01/2023

  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:01/24/2023

  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 1/18/23 I requested a Tretinoin Cream 1.% and supplied all the requested information they charged my credit card for a "consult" fee that never happened, all I get are automated messages claiming they are busy and no one answers the phone when I call.

  

  Business Response

  Date: 02/01/2023

  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: 02/02/2023

   
  Complaint: 18892572
  
  I am rejecting this response because:  They need to delete the account information I submitted then I will consider this matter closed.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/06/2023

  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
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Order 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.

  Signed up with Nurx on 1/14/23. I was immediately charged $40.00 to my credit card for a doctor to review my patient file and prescribe my acne treatment. I attempted to contact the company on 1/17/23 to ask about medication options. I received no response. On 1/19/23 I sent a follow-up email to request a cancelation and refund of the $40 as they had charged me for a service that was not rendered. This company is a scam/ or clearly cannot keep up with the demands of new clients they are allowing to signup. They are stealing people's money and not providing services. I want a complete refund.

  

  Business Response

  Date: 01/25/2023

  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:01/20/2023

  Type:Billing 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 have been registered with Nurx for quite some time for receiving prescription for medication for PrEP. Recently, I was told to complete my renewal. When I did so, I saw that the payment information needed to be updated, but the website did not permit me to do that. I wrote to Nurx about the problem and received back an answer that I did not have an active subscription with Nurx! Then how or why did they contact me saying that I have no subscription? I am attaching first a screenshot of the message claiming that I had no active subscription with Nurx and also a screenshot asking me to complete my account set-up. I have had an account with Nurx for quite some time and if the subscription is not up to date, who is to blame that they make it impossible to update payment information? Not me for sure! If they discontinue my prescription because of their negligence to enable payment information to be updated when needed, I will not remain silent about it!

  

  Business Response

  Date: 01/23/2023

  Hi Maury!
  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: 01/23/2023

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