Complaints

This profile includes complaints for Apostrophe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apostrophe

  2269 Chestnut St. 523 San Francisco, CA 94123

• 

  Apostrophe

  787 Munras Ave Monterey, CA 93940-3128

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:04/02/2024

  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.

  Apostrophe sent me a diagnosis that was not personalized to me. It was a generic perception for acne - which I dont have. They charge me again to have the case reevaluated and have yet to provide a new reply. They have no customer service to reach out to and dont reply to emails.

  Business Response

  Date: 04/05/2024

  Hello,
  
  We're so sorry to hear your experience with us was less than ideal and that you felt your treatment wasnt personalized to you. We appreciate you reaching out and providing us with your honest feedback. 
  
  Wed like the chance to make things right and will be reaching out to you shortly to resolve this matter.
  
  Sincerely,
  The Apostrophe Team 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21522313
  
  I am rejecting this response because: their outreach was useless and they still have not provided a refund 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  Hello,
  
  We sincerely apologize if you didn't find our resolution satisfactory.
  
  Our team has gone ahead and refunded one of your consultation fees. Refunds generally take 5-10 business days to process, depending on your bank. We have confirmed this in the email sent to you.
  
  We can also confirm that your treatment plan was for rosacea/redness (not acne). You can also message any questions you have regarding your treatment; please contact your provider through your Patient Account. Your derm team will work with you to address any questions you may have or help create a new treatment plan.
  
  Please let us know if there is anything else we can do to help resolve this or answer any other questions for you by responding to the messages we have sent to you.
  
  Sincerely,
  The Apostrophe Team 

• Initial Complaint

  Date:04/02/2024

  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.

  3/24 I reached out to Apostrophe support care team, sent them 2 emails and one thru their website chat. They never got back to me and now Im out 75$ because I didnt realize the subscription auto renewed, and once I saw that it started processing. I emailed right away. And still to this day there has been no response from Apostrophe care team.

  Business Response

  Date: 04/05/2024

  Hello,
  
  We're so sorry to hear your experience with us was less than ideal and that you felt it wasnt personalized to you. We appreciate you reaching out and providing us with your honest feedback. 
  
  Wed like the chance to make things right and we have reached out to you to resolve this matter. We have followed up with you via email and look forward to your response. 
  
  Sincerely,
  The Apostrophe Team 

  Customer Answer

  Date: 05/31/2024

  From: *************** <********************>
  Sent: Friday, May 31, 2024 12:05 PM
  To: info <************************************>
  Subject: Re: ID # ********

   

  I never got this issued resolved, they said they would email me but I never received it. Can you reopen the complaint?

  Business Response

  Date: 06/03/2024

  Hello,

  Were sincerely sorry to hear about your experience and that youre having trouble finding our messages. We will be following up with you in your patient dashboard and email to help resolve this matter as quickly as possible. 
  
  To help clarify, we do require at least 48 hours' notice prior to canceling upcoming shipments to allow the request to be processed. This policy is in place because we cannot accept returns on prescription medications due to *** regulations.
  
  We understand how frustrating this may be and apologize for any inconvenience this may have caused. 
  
  We have added a RX credit to your account, which can be used toward the purchase of any prescription medication.
  
  Please let us know if there's anything else we can do to help resolve this by responding to us via your patient dashboard or email. We will be following up with you shortly to help further clarify. 
  
  Sincerely, 
  The Apostrophe Team

• Initial Complaint

  Date:03/26/2024

  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.

  Apostrophe required that I add a bank card to my account to finish setting up my account and to move forward to any other web screen. I added my credit card and was immediately charged $75. At that point I had received no products, no services, no promise of receiving a product (dermatology prescription), and had not started or signed up for a telehealth consultation. They stole $75 from me. I attempted to contact them through their message board, email address, and phone number found on Better Business Bureau and through a ****** search 20 times over the past 2 weeks (immediately after I saw the transaction pending). I tried giving this company the benefit of the doubt but after 2 weeks of no contact I am left with no other options but reporting their company and filing their transaction as fraud. This company is a scam. They are stealing from and misleading consumers. This business should cease to exist and their board of directors should be convicted of white collar crime.

  Business Response

  Date: 04/03/2024

  Hello,
  
  We are so sorry for any inconvenience you experienced and the delays in responses you experienced, and we appreciate you reaching out to provide us with your honest feedback.
  
  Wed like the chance to make things right, and we will be reaching out to you to resolve this matter.
  
  Please let us know if there is anything else we can do to help you resolve this or answer any other questions by responding to the email we have sent.
  
  Sincerely,
  The Apostrophe Team 

• Initial Complaint

  Date:03/22/2024

  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 began working with Apostrophe in early February. I went through their online process to obtain an evaluation and medication. Online doctor recommended a medication, I entered my credit card information and address and then waited for the medication to be delivered. However, when the medication still showed processing after almost two weeks I sent my first email asking for the order to be canceled. Instead I received a canned email response and never heard from anyone, but miraculously my medication was shipped. I tried the medication for a couple of weeks and while it did appear to somewhat help my skin, it ultimately made my skin extremely dry so I did not want to continue the business relationship. At which time I sent a 2nd email, 3/16. Once again I never heard from anyone and instead received the canned email response. I waited the 72 hours that were indicated in their message and when my account was not cancelled and I never heard from anyone I reached out to the customer service team via the chat/form, the doctor ***** etc. So basically another 2-3 emails asking for my account to be closed/cancelled and all of my PII information removed from their systems. The closure information provided on their FAQ site and via the canned email only work for people that have an ongoing subscription. Therefore, my account is still open and it will not let me delete my home address or credit card information and I want this information deleted from the account, the account closed and ALL information HPI, PII and PCI information removed from their systems/tools!

  Business Response

  Date: 03/23/2024

  Hi ********,

  Thank you for reaching out and I'm sorry for the challenges you have experienced with your recent order. We have removed your PHI and CC information as requested. Please let us know if we can assist in any other way.

  Thank ************************************************** Manager

  Customer Answer

  Date: 03/23/2024

  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:03/20/2024

  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 ordered a refill on my prescription over a week ago and it still has not shipped. I emailed customer care and tried to message them but no answer. They have also deleted my comments on social media. I feel scammed as others on social media are saying they have gone without their prescription for up to six weeks. Not receiving my prescription on time is going to do damage to my skin.

  Business Response

  Date: 03/23/2024

  Hi ********,

  Thank you for reaching out and we are sorry to hear about your recent experience with us. Our pharmacy is experiencing an unexpected delay which has also caused a significant increase in our message volumes and response times. Our pharmacy should be operating back at ***** hours by your next order but I have initiated a refund for your most recent order. Thank you for choosing Apostrophe and please let me know if you have any other questions.

  Thank ************************************************** Manager

• Initial Complaint

  Date:03/16/2024

  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.

  When you go on the Apostrophe site, they have several areas of website copy that say you can get a custom treatment plan and that custom formulas start at $25/month for a minimum of 3 months. The latter I was fine with, but nowhere did they say that the $20 charge you pay for SIGNING UP is for a consultation. Their advertisement made it seem like the $20 was a payment towards any formula, of which I decided not to purchase because I was not happy with the prescription the dermatologist wrote for me. I reached out for a refund and was told through automated email I'd get a response in ***** hours. It took over a week for them to get back to me and deny a refund because apparently you HAVE to pay for a dermatologist consultation. They should make that more clear on their site. I am requesting an immediate refund again.

  Business Response

  Date: 03/23/2024

  Hi ****,

  Thank you for reaching out and I apologize if any of our communication  may have been confusing in your care process. Each of our patients are evaluated by expert licensed dermatology providers and our consultation fee supports their efforts to provide high quality and customized treatments to each patient from the convenience of your home! For your convenience, I have processed a $20 refund and we hope you choose us again in the future. Please let me know if you have any other questions.

  Thank ************************************************** Manager

• Initial Complaint

  Date:03/15/2024

  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.

  On March 5th, 2024, I uploaded my credit card to my profile, but I thought I would have been charged only when I submitted my photos and wanted to go forward with the derm appt/product purchase. I decided that I did not want to use this service, so I did not upload pictures for a derm. appointment or take any of the skin quizzes. I contacted the customer service line for a refund 3 times, and have not heard back even though the customer service line says they will respond by ***** hours. I reached out once occurred on March 5th. And twice on March 14th. I would like a full refund since I did not use the service.

  Business Response

  Date: 03/23/2024

  Hi *******,

  Thank you for reaching out and I apologize for the delay in our reply. Our pharmacy is experiencing unexpected delays which has significantly increased our message volume and response times. I have reviewed your account and confirmed that you were issued a refund. Please let me know if you have any other questions.

   

  Thank ************************************************** Manager

• Initial Complaint

  Date:03/10/2024

  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 ordered a refill of my prescription on 2/24 and was charged 48 dollars. I never received my delivery, and on 3/5 was charged another 48 dollars for a refill. As of 3/10, my account still says both refills are "processing." It has never taken this long to receive my prescription before, I have sent two emails asking for help and have heard nothing.

  Business Response

  Date: 03/23/2024

  Hi *****,

  Thank you for reaching out and we apologize for the challenges you have experienced with your most recent order. We are experiencing unexpected delays in the pharmacy which have also significantly increased our volume of messages to respond to. We are working diligently to respond to everyone's concerns as quickly as possible and this delay should be resolved by your next order. I have refunded you for the duplicate order as well as your original order. We truly value you as a patient and hope to continue to partner with you on the health of your skin. Please let us know if you have any other questions.

   

  Thank ******************************************************** Manager

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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 placed an order on 2/22/2024 that has not been updated once. I reached out to their customer care service, their social media and their parent company Hims. There has been no communication whatsoever. The Apostrophe Instagram page has deleted my comments asking them to respond to my direct messages about my order. Their refund policy is vague. I have been seeking a refund, and today I reached out to my own bank to see if there was anything they could do. I feel scammed by this business

  Business Response

  Date: 03/05/2024

  Hi *****,

  Thank you for reaching out to us and I apologize for your experience with Apostrophe. We are experiencing unexpected delays in the pharmacy and I apologize for not communicating sooner. We truly value you as a patient and as a person. I don't see any previous communication from you through our email portal or on your patient portal but I would love to help resolve your concerns. Your treatment has shipped and I hope that you receive it and enjoy the plan created custom just for you. I have also initiated a full refund for your first order. Our pharmacy should be back to operating within the normal ***** processing time by your next order should you choose to give us another try! Please let me know if you have any other questions.

   

  Thank ************************************************** Manager

  Customer Answer

  Date: 03/05/2024

  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.
  
  *********************************************

• Initial Complaint

  Date:03/01/2024

  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 paid this company for a consultation and treatment. It's been 10 business days and it has not shipped and I've tried reaching out to them multiple times and any time I do it goes completely unanswered. I'm seeing a full refund of $95. $20 for the consultation and $75 for the treatment I never received. The customer service is horrible and they should not be taking peoples money, not shipping what they paid for and not answer emails. Pathetic.

  Customer Answer

  Date: 03/22/2024

  Im seeking a refund of $25 for the doctor visit I received and $75 for the medication I received. I tried reaching customer service for weeks to cancel with no one replying. I never got a reply after reaching out on four separate occassions. 

  Business Response

  Date: 04/05/2024

  Hello,
  
  We sincerely apologize for any inconvenience you experienced and the delays in responses you experienced, and we appreciate you reaching out to provide us with your honest feedback.
  
  Your order is currently on the way, and our team has responded providing an update. We have also provided a credit to your account for the inconvenience. 
  
  Please let us know if there is anything else we can do to help you resolve this or answer any other questions by responding to the messages we have sent.
  
  Sincerely,
  The Apostrophe Team