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:03/31/2025

  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.

  On March 18, I was charged $597 for 3 months worth of medication, however Mochi was only able to fill one month. I sent a message through the member portal on March 19 and was told I was going to be refunded for the 2 months ($398) I did not receive. I have tried to get in contact with Mochi multiple times since then through phone and their message portal but have not heard anything regarding my refund.

  Business Response

  Date: 04/10/2025

  Hi *******,

  Thank you for reaching out. After reviewing your account, we can confirm that a partial refund of $398 was issued on April 9 as requested. Please allow 5-7 business days for processing and note that the exact turnaround time may vary depending on your bank's processing schedule.
  
  Please feel free to reach out via portal messages if you need our assistance with anything else. We deeply appreciate your patience and understanding!

  Best regards,
  The Mochi Team 

  Customer Answer

  Date: 04/10/2025

  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:03/31/2025

  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.

  I ordered medicine from this company and never received it and now nobody is getting back to me or giving me a refund

  Business Response

  Date: 04/10/2025

  Hi *****, 
  
  Thank you for reaching out. We sincerely apologize your recent experience with our services. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible. We are working diligently to ensure that your medication arrives as soon as possible.
  
  After reviewing your account, we can confirm that your medication order has been sent to ****************. We do not have direct visibility of your order status at this time, but please find more information regarding your shipment on our blog post: ***************************************************************************** We appreciate your continued patience and understanding!

  Best regards,
  The Mochi Team 

• Initial Complaint

  Date:03/31/2025

  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.

  Hi my name is ******* ***** and I have been with Mochi health since February 5th 2025, the first two rounds of medication purchased with mochi came in the time frame as promised and had no serious issues. I did experience a lot of weird side affects and pain given from the shots that I assumed were normal but after further investigation have discovered they are not normal at all. March came around and it was time to order my third round of medication and pay the monthly $79 subscription fee. Right after paying mochi for my meds and monthly subscription it came to light that the pharmacy mochi was originally sending me meds from had been shut down due to unsafe practices. I reached out to mochi multiple times requesting more information on the case and have been shut down entirely. They take weeks to respond to emails or messages through the patient portal, never answer phone calls, or return calls when pressing call back option. Therefore they are not providing their end of the deal and not providing a service that I initially paid $79 a month for. The medication I paid for in march has been sitting in limbo for over 3 weeks. I have contacted the pharmacy to see if they have received the refill request and they claim they have not. I dont even feel comfortable taking said medication anymore due to all the health complications Ive had because of the first two rounds. I have requested a refund from them and they claim they need to escalate the issue to a higher up and they never reach out to me in regards to my refund. Per the *** they have to provide a refund if the meds take longer to receive than their promised 14 days. According to my PCP you are not supposed to go longer than 2 weeks without medication when starting it or it can cause serious gestational issues. I am going on 3. At this rate I would like a refund for the unsafe meds I have already administered myself and for the subscription and meds of march.

  Business Response

  Date: 04/10/2025

  Hi *******, 
  
  Thank you for reaching out. We sincerely apologize for your recent experience with our service. Due to pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible. We are working diligently to ensure that your medication arrives as soon as possible.
  
  We recognize your concern about the medications; however, we want to assure you that the Washington Department of Health (DOH) did not issue a recall for medications already dispensed, and there were no direct issues with the quality or safety of any medications shipped or produced. We are reassured that their primary concerns were related to reporting structures and other operational matters. Even so, we have paused our partnership with **************** and will not resume until the *** confirms full compliance and provides a clean bill of health for their operations.
  
  To assist you further, we need to verify your information and locate your account, which we are unable to do with the currently provided information. Please reach out to us via portal messages or call our support line and we would be more than happy to address your concerns and requests. Thank you for your continued patience and understanding!
  
  Best regards,
  The Mochi Team

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23139625
  
  I am rejecting this response because:

  MY NAME IS ******* ***** BIRTHDAY ***************;

  I have reached out to the ************************************* of the state of ********** and they were not able to confirm if the medications I injected from aquita were safe. ATTACHED IS THEIR EMAIL regardless I have accepted that I am taking a loss on the meds I purchased in February BUT I accept to take the loss of the money I have given your company in March 

   

  I PAID MY $79 subscription fee and need it back as your company has not provided any of the required services included in the membership, no response to emails, you dont answer your phones and your company lacks major transparency. ********* is one of the many emails I have sent your company requesting a refund with no response. I need the $199 back from the medications i purchased that I never received I AM MAKING IT CLEAR RIGHT NOW I DO NOT WANT THE **** ANYMORE I WANT MY REFUND. I was able to get ahold of one of your call center agents and they canceled my prescription with empower and started the refund request but still have seen no progress for my refund. Please refund me immediately and I will be on my way. 

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

• Initial Complaint

  Date:03/31/2025

  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.

  I paid the $79 monthly subscription fee for the month of March and the $199 for Tirzepatide was finally deducted from my account on 3/18, and as of today I still have not received the medicine nor a tracking number. I called MULTIPLE times and sent an email stating I would like a refund. I finally received a call back a few days later and was informed that the "medical team" told me they cannot refund me for the medicine because the order was already placed. I reminded the *** that I have yet to receive the medicine, it hasnt been shipped, there was no tracking number provided so why cant I be refunded. I told him that this was not stated in any policies/procedures that I signed or acknowledged. He then gave me website to "find" the policies www.mochihealth/instructions and to no surprise I saw nothing there regarding a return policy. I have called back several times since then and still there is no answer and I no longer have access to send them a message in the portal. I feel like I am being ripped off and forced to pay for medicine that I have not received because it didnt even ship yet.

  Business Response

  Date: 04/10/2025

  Hi Anderlynn, 
  
  We hope this finds you well. We sincerely apologize for your recent experience with our service. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to ensure that your medication arrives as soon as possible.

  We are committed to providing transparent updates and support throughout this process, and we deeply appreciate your patience. Please find more information about your order status on our blog post here: *****************************************************************************. As we are unable to locate your account from the given information, we unfortunately cannot provide any specific updates regarding your case. Please reach out with your account details and we'd be more than happy to assist!
  
  Best regards,
  The Mochi Team 

   

   

  I paid the $79 monthly subscription fee for the month of March and the $199 for Tirzepatide was finally deducted from my account on 3/18, and as of today I still have not received the medicine nor a tracking number. I called MULTIPLE times and sent an email stating I would like a refund. I finally received a call back a few days later and was informed that the "medical team" told me they cannot refund me for the medicine because the order was already placed. I reminded the *** that I have yet to receive the medicine, it hasnt been shipped, there was no tracking number provided so why cant I be refunded. I told him that this was not stated in any policies/procedures that I signed or acknowledged. He then gave me website to "find" the policies www.mochihealth/instructions and to no surprise I saw nothing there regarding a return policy. I have called back several times since then and still there is no answer and I no longer have access to send them a message in the portal. I feel like I am being ripped off and forced to pay for medicine that I have not received because it didnt even ship yet.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23139596
  
  I am rejecting this response because:
  

  It's been almost one month since I paid for this and I canceled my account. Therefore I no longer want the medicine. Please refund me the $199 that was withdrawn from my bank account on 3/18 that's provided in the attachment. If this cannot be refunded, please ******* the policy stating why.
  Sincerely,
  
  ********* ****

  Business Response

  Date: 04/16/2025

  As your medication has been ordered and in the process off fulfillment, prescription drugs cannot be returned or exchanged per federal law. Due to this, we are unable to provide a refund as the medication is not to be returned. 
  
  ***************************************************************************************************************************************
  
  Best, 
  The Mochi Team

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23139596
  
  I am rejecting this response because:

  Per the last rejection message I sent, I attached the proof of purchase which was on 3/18/2025. It's been over one month and I still do not have a tracking number to prove that the medicine is even on the way. Mochi's policy is that it takes 14 business day to receive the medicine and since we are well past that timeframe I want a refund since I havent received anything, thee is no proof its on the way, and we are well past the timeframe. This is completely unprofessional to refuse a refund when I havent even received the product nor is there tracking.

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

• Initial Complaint

  Date:03/31/2025

  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.

  Good afternoon,I started taking *********** from Mochi in October or November and had to be rushed to the hospital on March 28th due to an enlarged pancreas caused by the medication that mochi provides. I was told that this is rare but the drugs are the cause of this.

  Business Response

  Date: 04/09/2025

  Hi ******, 
  
  We are so incredibly disheartened to hear this. As side effects differ from persons to person, we are unable to offer a refund for the medication. We sincerely apologize for any inconvenience this may cause, and we're here to assist if you have any other questions or concerns regarding your account. 
  
  Best regards,
  The Mochi Team 

  Customer Answer

  Date: 04/10/2025

  Good Morning,

  that is unacceptable. I will be seeking legal aid. An enlarged pancreas was caused due to this medication among other stuff. This medication is not good for people and you all continue to disburse it. My lawyer will be reaching out.
  Complaint: 23138800
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/17/2025

  Thank you for your response. 

  Customer Answer

  Date: 04/17/2025

   
  
  

  this is ridiculous. You all medication caused me life changing problems and you all wont do anything about it 

   

   

  Complaint: 23138800
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/31/2025

  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.

  My first Dr **** and shipment went fine, but now that I need a refill I haven't heard back from anyone after five messages over two weeks (both to the refill **** and to my provider) and the customer service phone number is dead air (it doesn't even ring). I got a canned email last week offering 89$ off my next subscription as an apology for medication delays but why on earth would I renew a subscription with a company that hasn't responded, doesn't have a working phone number, and is leaving me high and dry after already paying them well over 500$. They seem plenty quick to respond to people questioning them, aka on here, reddit threads, ******** groups, etc. I can't even cancel the six month subscription I already bought if I can't get a single response from anyone. I get the feeling they're going bankrupt and ignoring customers while scrambling behind closed doors.

  Business Response

  Date: 04/09/2025

  Hi *****, 
  
  Hope this finds you well. We sincerely apologize for the overall experience we've provided. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible. We are working diligently to ensure that your medication arrives as soon as possible.
  
  After reviewing your account, we can confirm that there aren't any messages from you that our teams have not addressed. It looks like our representatives have been in contact with you directly. If there is anything we can do for you, please do not hesitate to reach out. We're here to help! 
  
  Best regards,
  The Mochi Team 
  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Signed up with Mochi Health to obtain GLP 1 medications. I paid a $224.30 for 3 months of membership and another $597 for 3 months of Tirzepatide medication. Mochi has never fulfilled my prescription, and I received no services for the money I paid. I want a full refund of both the membership fees and the medication fees I have paid to Mochi. I had to pay another tele-health provider to obtain my medication in a timely fashion, and I'm now out a lot of extra money that I shouldn't have had to pay.

  Business Response

  Date: 04/09/2025

  Hi *******, 
  
  We hope this finds you well. We're sincerely sorry for the overall experience we've presented. Since 2/3 months of medication you paid for have not been sent for fulfillment, we have gone ahead and refunded you in the amount of $398. You will see this amount in your account within the next 3-5 business days. 
  
  Additionally, we can confirm that you've disputed the following charges:
  Mar 04, 2025 Mochi Health Subscription $145.30 
  Feb 23, 2025 Mochi Health Subscription $79.00
  
  Our team is working with your bank on a resolution of your disputed charges. You will be notified when this is resolved. Thank you for your patience with this matter.
  
  Best regards,
  The Mochi Team
  
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23138160
  
  I am rejecting this response because:

  Mochi owes me a FULL refund for the tirzepatide, not a 2/3 refund. I've never received ANY medication. Yes, it was sent for "fulfillment" but it has never been processed and it has been over a month. This caused me to have find another provider to continue my medication. I also want a full refund for the "membership" fees which I never received any benefit from. In fact, Mochi has locked me out of the patient portal, giving me no "services" at all.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/16/2025

  Hi *******, 
  
  Thank you for your response. According to our refund and cancellation policy, were unable to issue a refund for your Mochi Health subscription, as the cancellation request was submitted outside the 24-hour grace ******* Additionally, since your medication is currently being fulfilled by the pharmacy, were unable to refund the charges related to the order and processing of the medication.
  
  Our team is currently reviewing the disputed charges, and well notify you as soon as a resolution has been reached.
  
  Best regards,
  The Mochi Team

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23138160
  
  I am rejecting this response because:

  I have NEVER received any medication, even though I paid for it in early March. I've received NO services from you, in fact you have blocked my access to my online account portal. You do not answer the phone or messages. I've received nothing for the money I paid you, you owe me a full and complete refund. There are MANY unhappy customers that are fighting for refunds with Mochi. It's sad that it's come to this! To anyone considering using Mochi Health: FLEE, run away as fast as you can. I'm out hundreds of dollars and have never received the membership benefits OR the medication prescribed to me over 2 months ago. They will not answer messages or answer their phone lines.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/31/2025

  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 Marxh 14, 2025 i ordered and paid for medication that I needed refilled. I have reached out several times after being told my refill was sent to the pharmacy and I have not heard any updates. They did issue a mass email providing membership credit for everyone for this months membership fee, but I am still out the $199 I spent and now I am out of medication. I contacted the pharmacy and they have no record of the prescription. I have tried calling Mochi several times and I am put on hold for no one to return.

  Business Response

  Date: 04/09/2025

  Hi ******, 
  
  Were so sorry for the delay in getting your medication. We understand how frustrating this can be, and we want you to know we care deeply about making sure you receive it as soon as possible. We can assure you, your order has already been sent to our compounding pharmacy, Empower, and will ship out as soon as its ready.
  
  We appreciate your patience as they work through a high volume of orders. We're working closely with them to get the support needed to move things along more quickly.
  
  If you'd like to stay updated on shipping, we highly recommend creating a *** account. This will help you track your shipment once it's been packaged and shipped. Youll also receive a tracking number to monitor its delivery.
  

  Additionally, since it is in fulfillment with our partner pharmacy, we are unable to provide a refund at this time. 
  
  Best regards,
  The Mochi Team 

  
  

• Initial Complaint

  Date:03/31/2025

  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 found the business online and so I signed up for a subscription for $79. Then I set up a virtual appointment with a nutritionist and a provider. I had a question before the appointment, so I sent a message through the online portal, but I never heard back.. Then one hour before the appointment with the nutritionist they canceled. I called the number repeatedly over a week span, but I never was able to reach anybody. I sent multiple messages through the portal with no response. I sent emails, no response. So at this point I dont want to do business with this company, but I cant reach anyone to ask for a refund. I cancelled the subscription on the website, but I need that money back.

  Business Response

  Date: 04/09/2025

  Hi *********,
  
  Hope this finds you well. We sincerely apologize for your recent experience with us. This is surely not how we intended for your introduction with Mochi to go. We've gone ahead and refunded your health subscription charge of $79 to the card on file. You will see this amount appear in your account within the next 3-5 business days. Thank you for all your patience and understanding throughout this process. 
  
  Best regards,
  The Mochi Team 

  Customer Answer

  Date: 04/10/2025

  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.
  
  To Mochi: Yall REALLY need to get a new system for communication. Maybe you can hire some more staff? Thanks for my refund.
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:03/31/2025

  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.

  Im due a refund for the cancellation of my subscription and for medication never received. Mochi has been slow responding to customers and isnt communicating the truth. They can sure take your money quickly. Now all of us left without medication are needing to buy elsewhere and I need MY money to spend on MY prescription with a legitimate and reputable company

  Business Response

  Date: 04/09/2025

  Hi *****,
  
  Hope this finds you well. We sincerely apologize for your recent experience with us. After reviewing your account, we can confirm that your subscriptions have been cancelled, and your recent charge of $199 (Tirzepatide) has been refunded. If it has not already appeared in your bank account, it will appear within the next 3-5 business days. 
  
  Thank you! 
  The Mochi Team