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:06/27/2025

  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 placed an order and when I realized how long it would take, which they are absolutely not transparent on prior to ordering. Only once you receive your confirms email do you realize just how long its going to take (very deceptive practice) I reached out within 8 minutes to cancel. Instead I was fed excuse after excuse as to why they cant cancel to delay until they can ship. They scammed me out of $99.

  Business Response

  Date: 06/30/2025

  Please see attached response. Thank you!

• Initial Complaint

  Date:06/24/2025

  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.

  Wisp is refusing to refund my $99 order despite me having multiple emails from them stating the refund had been submitted and would be back in my bank account within 5-10 days. This company is a scam. -Order # ******* was placed on June 8th 2025 and I paid $99 for it. Confirmed that that amount was REMOVED from my bank account. ********************** then canceled that order the same day and stated the $99 refund would be in my account in 5-10 days. -A *second* order for $99 that I tried to place LATER to Wisp on 6/8/25 was -voided- by Wisp (no charges taken out etc). Wisp is continually telling me that my "order was voided and no funds were ever taken out of my bank account. and therefore I am not due any refund." This is incorrect. They are only looking at the second order when stating this and refusing to look back and see that the first order placed on 6/8/25 (Order # ******* ) is the one that they told me was being refunded the $99.I have proof of all of this including email statements from Wisp saying that initial $99 refund was already in the works AND proof of the $99 being fully taken out of my bank account by ********************** to begin with. They have provided me with ZERO services yet kept my $99.Customer service is a constant nightmare of automated messages with no resolution and refusal to see their own error. I am owed $99 by Wisp.

  Business Response

  Date: 06/24/2025

  
  

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23510114
  
  
  
  I am rejecting this response because:

  The $99 REFUND still does not appear in my bank account from Wisp despite their recent email stating it would be there.

  In fact, it DID -briefly- appear on 6/24/26, immediately followed by a $99 CHARGE by wisp to my bank account (not authorized by me), undoing the promised $99 refund. Until I see a $99 refund hit my bank account and stay there, THEN this will be resolved. Someone needs to seriously investigate this company for fraud.

  
  
  
  Sincerely,
  
  
  
  Ashley Young

  Business Response

  Date: 06/27/2025

  Hello Rodney,

  Wisp contacted the customer through our secure system and provided them with the AR number, which will allow them to track the refund through their banking system. It takes 5-10 business days for the credit to reflect on the card or in the account. 

  Thank you,

  Wisp

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23510114, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Ashley Young

• Initial Complaint

  Date:06/12/2025

  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 signed up and ordered medication. One product arrived ( boric acid) and the rest state delivered to front porch on June 12. This is medication that I paid to have delivered discreetly and do not have st all. I am not willing to accept medication that was possibly delivered to the wrong address. As it could have been handled by someone else. Again - I dont know if was Lost or delivered to wrong house but it was not delivered to my home. There was someone here all day and I have a ring doorbell. It was not dropped Off by **** despite tracking umber stating so (which leads me to think it was mis-delivered). I also checked My mailbox and it is not there. The post office is closed when I get home from work so cannot follow-up with them. It is up to seller to resend or refund. Wisp can handle the lost package with ****.

  Business Response

  Date: 06/19/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 6/12/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding missing items that were not delivered.
  

  Wisp researched the complaint and found that the patient reported receiving only 1 out of 3 shipments. The customer sent 3 emails within a 30 minute window on June 12th stating that items were missing and requesting a reshipment or a refund. The customer stated that they could not follow up with their postal office regarding the 2 missing packages. The patient threatened to report Wisp to the BBB for failure to deliver the orders if we did not resolve the situation. 
  

  The support team responded on 6/12 to verify the customers information, confirmed that the **** reported that all 3 shipments were delivered, and then asked the patient to reconfirm their shipping address so that we could ship the replacement as requested on 6/13. The customer has not responded as of 6/19. 
  

  At this time, Wisp is waiting for the customer to respond with their confirmed shipping address so that we can process a replacement. 
  

  Thank you,
  Wisp
  **********************************************************************
  

  
  

  Customer Answer

  Date: 06/21/2025

   
  Complaint: 23462707
  
  I am rejecting this response because

  1. the business did not inform me that the medication was coming in 3 packages

  2. The post office delivery information was incorrect and items were not received according to tracking number - I work before the post office opens until after it closes - I was not my job to **** down the packages - It was the company's. 

  3. There is no phone contact at Wisp - this is why I attempted several  ways to contact them - that explains the  multiple e-mails.

  4. 3 packages eventually showed up - sending in multiple batches was not conveyed ahead of time - to my knowledge - and the tracking information from post office was incorrect and did not coincide with package arrivals. 

  5. I stopped responding to Wisp e-mails once I reported to BBB as communication is supposed to go through BBB after that point. 

  5. I dont appreciate ****** Ts response- poor service recovery.

  I do have products now but would like an apology for the poor customer service, poor communication regarding delivery  and the response provided by ****** to my BBB complaint (which was valid). 

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

  Business Response

  Date: 06/23/2025

  Dear ******,

  Wisp is in receipt of the response posted by the customer. As we did offer to reship the packages at no additional cost to the patient on 6/12, we are gratified to hear that the packages did eventually arrive. I'm sorry to hear that the customer is not satisfied with our response, and we will take the feedback regarding lack of transparency due to the multiple shipments to our operations team for further discussion.

  Kind regards,

  Wisp Support Team

  Customer Answer

  Date: 06/23/2025

  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:06/10/2025

  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 subscribed to Wisp+ on 6/3/25 thinking I needed the subscription in order to then obtain a prescription (I was aware that the prescription itself was a separate charge). That same day 6/3/25 I emailed Wisp to inquire about whether the subscription was needed for the prescription. They replied it was not. That same day (6/3) I replied asking for a refund of the subscription. The next day Wisp refused a refund. In order to obtain the prescription I needed to participate in a video call with a provider. Considering the lack of satisfactory customer service on 6/3/25 I did not complete that call. Wisp has since canceled that prescription at my request (I was not charged for the prescription). The Wisp **** have been polite. One wrote "Unfortunately, we are unable to issue a refund because the code has already been provided and cannot be canceled." As a customer this is not acceptable - I've lost $24 to Wisp, didn't gain anything from it (no product or service). It's not like days went by, or I used the service and/or purchased a product using the subscription then changed my mind. I've worked in customer service. I don't buy the excuse that a code was provided and nothing can be done - ***** in a supervisor role can override the computer issue? I didn't utilize the subscription and my inquiry was the same day.

  Business Response

  Date: 06/19/2025

  RE: Complaint ID: 23452236
  
  Dear Rodney,
  Wisp Inc. (Wisp) is in receipt, as of 6/10/2025 of the Better Business Bureau complaint ID 23452236 filed by a customer. This complaint is regarding a misunderstanding regarding our Wisp+ membership add-on, and request for a refund due to dissatisfaction with our customer service.
  Wisp researched the complaint and found that a repeat customer reached out on June 3rd with questions regarding their order status and whether the additional Wisp+ membership they purchased was actually necessary for their order. An exclusive, members-only discount code is provided to the customer should they choose to sign up for the membership to be used for future orders, but it is not required, and is an optional service offering. 
  As the customer had already received the discount code, they were informed that a refund could not be processed, however, the membership would not renew and the customer would not be charged going forward.  The customer then requested to cancel their other order and get a refund. This request was honored, at which point the customer again asked for a refund for the membership that they had already received the discount code for on 6/10. As a one-time exception, a refund has been processed for the membership as of 6/19.
  At this time, Wisp had resolved the customer’s complaint as of June 19th.
  Thank you,
  
  Wisp
  [email protected]
  
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  6/6/25 i placed an order for a medicine and it has still yet to be sent to the pharmacy. *** tried contacting support from them and they just continuously tell me its been sent. the customer service is all ai and was no help

  Business Response

  Date: 06/19/2025

  RE: Complaint ID: 23445995
  
  Dear Rodney,
  Wisp Inc. (Wisp) is in receipt, as of 6/9/2025 of the Better Business Bureau complaint ID 23445995 filed by a customer. This complaint is regarding a prescription that was not sent to the customer’s pharmacy in a timely manner, and a failure on the support team’s part to complete the order.
  Wisp researched the complaint and found that the customer reached out on June 7th to report that their prescription was not received by their pharmacy. The customer support  team responded same day and verified that the prescription had been sent, and stated that they would reach out to the pharmacy to follow up on the situation. They were unable to connect with the customer's pharmacy at that hour (just before midnight), so an attempt was made the following day on June 8th. On June 9th, the support team was able to connect with the pharmacy team and verify that the prescription was ready for pick up, and notified the customer.
  At this time, Wisp had resolved the customer’s complaint as of June 9th at 6:46pm, after they were able to connect with the customer’s pharmacy. We verified that the prescription had been sent, and there was an unfortunate delay in resolving the issue with the customer's pharmacy.
  

  Thank you,
  
  Wisp
  [email protected]
  

  
  

• Initial Complaint

  Date:06/06/2025

  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 was charged at 6am by Hellowisp which i have not used since beginning of year!!! I have a new doctor they have done this to me before I changed my card and everything to avoid and they chsrged me again . Then said too bad so sad they cant refund me !!! I just want my money back I do not use them. to avoid any overdraft fees in my bank account and they flat out said no

  Business Response

  Date: 06/19/2025

  RE: Complaint ID: 23433217
  
  Dear Rodney,
  Wisp Inc. (Wisp) is in receipt, as of 6/6/2025 of the Better Business Bureau complaint ID 23433217 filed by a customer. This complaint is regarding a charge processed for an order that the customer claimed they did not place.
  Wisp researched the complaint and found that the customer had initiated a subscription for shipments in January 2025 and did not cancel their subscription order prior to this June order. Reminder notifications are sent in advance to allow time for a cancellation or reschedule of the shipment, and we require 48 hours notice. The customer reached out on June 6th, the same morning that the renewal was set to ship, and the customer service team explained that the order had already been processed. The incident was escalated to a team leader that same day, who made the decision to process a one-time refund as an apology for the inconvenience.
  At this time, Wisp had resolved the customer’s complaint as of June 6th, and processed a refund for the amount as requested.
  Thank you,
  
  Wisp
  [email protected]
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising 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 4/17/25 that I have not received due to them not submitting the correct information to my pharmacy. I sent several messages and initiated several chats over the course of 3 days that just responded with the same thing every time. They seemed very automated as if there was no one willing to actually investigate the issue and correct it. Just the same message over and over. I never received the product and they refuse to issue a refund. There was no way to actually speak to someone to correct the issue. I would like a refund. I even had the pharmacy and my health insurance company attempt to contact them.

  Business Response

  Date: 05/19/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 5/9/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding costs associated with the medication after claims were filed by the customers pharmacy with their health insurance.
  Wisp researched the complaint and found that the original complaint was regarding the brand name associated with the generic of the medication that was prescribed. After further review, the issue turned out to be whether the insurance company would cover the quantity that Wisp provides with the prescription. Wisp is a cash-pay only organization, as noted on the company website, and was unable to resolve the situation with the health insurance company. The customer requested a refund, and was dissatisfied with the response from the Wisp team.
  At this time, Wisp has processed a full refund of $69.00 that the patient requested as of 5/19/25. (Wisp has no record of a $73.00 charge which was noted in the complaint.)
  Thank you,
  
  Wisp
  **********************************************************************
  
  

  Customer Answer

  Date: 05/19/2025

  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:05/08/2025

  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.

  Website provided misleading information as to how services were provided. When attempting to contact customer support for assistance, I was asked three times to resubmit information I have already provided their team, thereby delaying the ability to cancel any order, thereby locking me into the order that was not being fulfilled in the method promised. Upon finally being contacted by their team, they are refusing refund for the product. If someone could have gotten back to me in a timely manner instead of putting me through a bureaucratic mess, the order could have been cancelled before shipment.

  Business Response

  Date: 05/19/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 5/9/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding miscommunication around identity verification, an order that was assumed to be for pick up which was shipped for delivery, and a delayed refund.
  Wisp researched the complaint and found that messages sent by the customer verifying their identity were not received, leading to repeat requests for the information. The order in question was for a product that is not currently available for pick up, which is noted on our company website, and is only available for delivery. Due to the delay in quickly addressing the customers concerns, a refund was processed for the patient on 5/8/2025.
  At this time, Wisp has processed the refund that the patient requested.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:05/04/2025

  Type:Delivery 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 ordered multiple non-hormonal products through Wisp's website on 04/19/25. The initial order was for a total of 5 items for $118. The original order showed the order status for each item as: Awaiting delivery service pick up. However, the order was then canceled (without a refund) and reordered on 04/26/25. Those items also showed the order status for each item as: Awaiting delivery service pick up for several days before showing canceled (again with no notice to me). I immediately requested a refund and asked them to stop processing repeat orders but not sending the items. On 04/30/25 they created a third order and it also shows order status for each item as: Awaiting delivery service pick up. I emailed the company again and asked for a refund for the items that still have not shipped. They have shipped two of the five items according to tracking information. One from the 04/19/25 order (not received) and one from the 04/26/25 order (received 05/02/25). The remaining three items have not been sent nor received and I just want my money refunded. Those requests continue to be denied but they have still not provided tracking for the items.

  Business Response

  Date: 05/19/2025

  
  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 5/9/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding ongoing shipping delays and repeat cancellations and reprocessing of orders that have not been fulfilled.
  Wisp researched the complaint and found that while one order was delivered, the remaining orders are still in transit with **** as of today, 5/19/2025. As the patient had previously requested the cancellation and refund of her orders originally placed on 4/26, these delays are well outside our typical shipping timeline.
  At this time, Wisp has processed the refund that the patient requested.
  Thank you,
  
  Wisp
  **********************************************************************
  

  Customer Answer

  Date: 05/20/2025

  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:05/03/2025

  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.

  I am submitting a formal complaint regarding my recent experience with Wisp involving a consultation for the medication ********. Before paying the $100 fee, I emailed Wisp on April 29, 2025, at 2:00 AM to ask whether a provider could complete a prior authorization (PA) form required by ***************** and whether there would be an extra charge. At 8:07 AM, ********* ****** confirmed in writing that there would be no additional fee for this service.Based on that clear assurance, I proceeded with payment, uploaded my medical documentation (including a sleep study), and completed the intake. Dr. ****** ***** approved the prescription for ********. However, when I asked for the required PA form to be submitted to my insurer, I was told Wisp would not assist and was advised to pay out of pocket.This is unacceptable for several reasons:1.Wisp made a written promise that PA support was included in the consultation ******** a ******** recipient, I cannot pay out of pocket for this medication; PA is the only route to coverage.3.Wisps refusal, after accepting payment under false pretenses, has directly blocked my access to medically necessary care.4.I have made multiple follow-ups and have been dismissed each time without resolution.5.This has caused emotional distress, financial loss, and a delay in essential treatment.I am requesting a full refund of the $100 fee and formal acknowledgment of Wisps failure to provide the promised service.

  Business Response

  Date: 05/09/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 5/3/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding miscommunication around support for a prior authorization and practices and the fact that we are not contracted with the patients insurance company. 
  Wisp researched the complaint and found that a member of the Wisp support team had made an error when assisting the patient regarding assistance with a prior authorization. Another member of the team clarified that Wisp is not contracted with the patients insurance company and explained our pricing coverage, and that we would not be able to assist as previously stated. A refund was processed on 5/4/25 for the error.
  At this time, Wisp has processed the refund that the patient requested.
  Thank you,
  
  Wisp
  **********************************************************************