ComplaintsforGeniusRX

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a prescription from Rite Aid transferred to *********. Once the transfer had been complete, I ordered 2 quantities of the prescription from *********. I was shipped and delivered only one quantity of the prescription, but was still charged for two quantities. I attempted to contact ********* for a refund, but have been unsuccessful. I attempted chatting with them through their online chat feature (from their website). I waited for over an hour (twice) for a representative to join the chat and assist me, but no one ever assisted me. I attempted to email them and to this day have not heard back from anyone. I attempted to call them and received a message that said they are currently unavailable. I have also attempted to have my prescription transferred back to Rite Rid, but have been unsuccessful due to ********* being unresponsive to both me and Rite Aid pharmacy staff.

  Business response

  04/26/2023

  It appears the reason only one bottle of medication was shipped is due to how the doctor wrote the script.  Regardless of what the patient "wants", pharmacies must comply with the laws and regulations of what the doctor ************ this case, only one bottle with a refillnot two bottles up front. Additionally, the script has been transferred back to Rite Aid per the patient instructions.  Patient will be refunded $12.91 back to her original payment source.  As typical in most e-commerce situations, the customer pays for what is requested at time of check out.  This was the case here.  Regarding chat and hold times, we have provided Health Warehouse's contact information for our customers.  Our Phone Message provides HeWa's number as they are responsible for our Service Levels as GeniusRx does not any pharmacy related calls.  It is 100% outsourced to Health Warehouse.

  Customer response

  04/26/2023

   
  Complaint: 19626235
  
  I am rejecting this response because:
  
  Although I am being refunded, the merchant is not taking accountability for what they did or how they responded to me when I tried to contact customer service. The merchant is blaming me and making it seem like I am misinformed and dumb. The merchant needs to take responsibility for its poor customer service and the terrible experience that I had with them. They need to apologize and stop pointing fingers at the consumer. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 120 tablets of 50mg Bicalutamide off of geniusrx on February 15, 2023. When I was placing the order it asked for my address and I typed in my current address, ******************************************************. After checking the tracking I saw it somehow got delivered to my old address, ****************************************************. I reached out to customer service twice through email with no response. Tried to call but was on hold for over an hour and couldnt reach anyone. Its been almost a month now with no response from them. I originally was asking them for either a refund or my medication resent to my correct address however, now I would just like the refund since they seem like a very untrustworthy company and Ive still yet to receive my medication. After reading some other reviews about this business it seems this is a common occurrence with them. Im asking for a refund of what I paid for $66.

  Business response

  04/03/2023

  I'm so sorry about this. A member of our pharmacy management is reaching out to you right now and we'll do everything in our power to make this right. As of last week, HealthWarehouse Pharmacy has taken over GeniusRx patient services, and going forward GeniusRx patients will be able to order directly from HealthWarehouse. The good news is that at HealthWarehouse, we pride ourselves on excellent customer and patient service. Regardless of who dropped the ball in this situation, we will make it right.

  At any point, please feel free to contact our management directly by phone at **************, or by email at ****************************.

  You can learn more about what's happening between GeniusRx and HealthWarehouse Pharmacy here: Try.HealthWarehouse.com/GeniusRx

• Initial Complaint

  03/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have used ********* since they rebranded from MailMyPrescriptions and they have done nothing but mess up my order and take my money.In December, I placed an order for my six meds, verifying the address online and over the phone several times (because I had moved). Even so, they sent it to the incorrect address and when I contacted them, they finally (after three weeks of daily calls) resent it BUT deducted TWO of my refills. I again reordered my meds on 2/16/23 for all six meds again. The dashboard says filled and shipped on that same day. Guess what?! Lies!!! After daily calls, AGAIN they sent to wrong address (that I was assured wasnt even in their system). So once again, I find myself in daily 2-4 hour calls trying to straighten out.Today, guess what Im told? No refills?!?!? How? Well, because they cant seem to understand that if THEY never sent an order and they resend, that DOES NOT equal two used refills. That equals ONE. Im told they have no way of adding back the refill that was never a refill to begin with. I do not expect anything will come of this complaint, just as nothing comes of any of my DAILY phone calls.At this point, the *** needs to get involved and my meds need to be delivered as promised on 2/16/2023.Do better! You are messing with the health and well-being of your consumer.

  Business response

  04/26/2023

  In March, we discovered an issue with our API between Genius and Health Warehouse.  When an existing customer places a new order with a different address, it would be sent with the first address the customer used and not the new address they entered on the website when placing the order.

  This unfortunately impacted several customers before it was discovered and remedied.  On March 7th, a manager communicated with this customer, corrected the address, and sent her the medication. We then educated her that if she was to place the order on the website, the issue would repeat itself and requested that she call in to place her orders moving forward. We received additional orders on March 7th, March 8th, & March 16th that had been placed correctly, allowing ** to receive the orders with the correct address. All orders show delivered.  The number of refills was handled as we received the original order back and shipped that order to the customer.

  *******

  Customer response

  04/26/2023

   
  Complaint: 19556842
  
  I am rejecting this response because:

  That is a lie that I was informed it would happen with an online order.  Not only that, I called and spoke with a representative that informed me the address for shipping was correct THREE times before someone finally admitted there was an unseen screen that was defaulting to my old address.  
  

  In conclusion, I finally did get the medication, however, it came in several shipments because of you getting the information wrong for OVER one month of DAILY phone calls by me.

  And still you have the refills incorrect.

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

  Business response

  05/03/2023

  I was able to connect with the good people at Health Warehouse regarding this issue.  We have been in direct contact with the customer and have resolved this issue directly.  The customer now has the contact information of a Manager in case there are any issues going forward.  Here is the response I received directly from Health Warehouse on the issue:

  Hi *******, 
  
  We have successfully smoothed things over with the customer. We are placing a new order for her today and has direct contact with our manager *************************** that she will be working with directly moving forward. 
  
  
  Thank you,
  
  *******************
  Customer Support Operations Manager
  HealthWarehouse.com,Inc.
  
  ********************************
  *********************,  41042
  ********************
  

  Should you require anything further, please let me know.

  *******, COO, GeniusRx

• Initial Complaint

  10/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've been using GRx for a couple years now. Shipping has always been a little slow, but the significantly lower prices made it worth it. I just recently placed an order for refills with expedited shipping, because I forgot to order earlier like I should have. The day when the order should have been delivered passes, so I go to check my order status. "Pending Provider Confirmation" the order says. I've never seen this status before. I never got an email explaining anything. So I then sent an email to their customer support which was answered within a day that said "Dear Valued Patient...Upon checking your order is not showing on our system. And we haven't got any prescription from your doctor for [your medications]." Seriously?!? The order shows up on my dashboard! I provided the prescription number when I placed the order! No response to my follow-up email. No answer when calling their phone number. Seriously unacceptable for a business, let alone a pharmacy.

  Business response

  10/21/2022

  Dear Valued Patient, 

  We do see two orders open - one for yourself and one for what *** appears to be your wife. I believe what the technician mentioned on the email regarding your order not showing is because when the order for what we believe to be your wife was submitted, it was submitted under your name and account. However, the prescription for this medication is under her name. For every order that is submitted, it must be entered under each patient's separate account and profile. There is an option to choose when creating an order that specifies if this order is for "me" or "someone else". This way when the order is received our systems will automatically link that order to the same name that appears on the prescription to be processed. When checking out, can you confirm if you selected the option for "someone else"? I have attached screenshot of the order process for review and this step.

   

  In addition to that, this is what caused a delay with our technology linking and processing the correct prescription to the correct patient profile. I also do not see an inbound call from you in our system. Please be sure to reach out to us at ************ and then select the option to speak with a representative about your order. Most of these issues can be immediately resolved by giving our call center a call and we can troubleshoot immediately to provide expedited processing and shipping, if needed. We see you have successfully ordered from us before in the past and we would be happy to continue as your preferred Pharmacy. I would be happy for our Supervisor team to reach out to you if you would like to continue with your order. We will even work with you to try and get this processed same day and with free priority shipping. Please note that our Pharmacy is open Monday - Friday 8am - 5pm EST and Saturday's 9am - 5pm. We only process and ship prescriptions Monday - Friday up to 4pm EST, as our shipping carriers pickup right at 4pm EST. 

   

  Also regarding your patient portal and the pending provider status, yes, you are able to see your open orders placed via the web on your patient portal. However, until a prescription has been processed or cancelled, the status will remain in Pending Provider Confirmation. This is a default status that most mail order Pharmacy's have because of the verification that occurs once an order is placed. Although an active prescription is on file, you entered the ********** #, and submitted the order. There are many reasons why we maintain this status until the order has shipped. One reason is because the patient *** enter the incorrect qty to fill - if so, we would have to reach out to your Prescriber to validate the correct qty - as we are only allowed to fill the qty that is written on you prescription, per Pharmacy law we are not allowed to reconcile refills to honor a higher qty above what is written by your Provider. Another reason is that patient's are allowed to enter "old" prescription numbers that *** appear on their historical patient portal history, then once those come over to our Pharmacy system, we validate that it is either indeed expired or still within expiration to use. Again, sometimes Provider validation is needed and/or outreach to obtain a new prescription to expedite the order. And finally, another reason is that the Provider can cancel and/or change prescriptions electronically through our Pharmacy system. So what you ***be ordering could change by the time your order is processed. For example, sometimes Providers will cancel your active prescription and then send in a new prescription with possibly new written directions, a qty increase for a higher day supply, new dosage form, and/or new formulation. It is what a Provider deems necessary based on the patient's health conditions and recent doctor's ************** These are all of the many reasons your patient portal will maintain "Pending Provider Confirmation" until your order is actually processed and shipped out. 

  We do apologize for the inconvenience this has caused you. We strive our best to ensure our patients have continuity of care with quality driven processes. I am very sorry this led to your frustrations and dissatisfaction with our Pharmacy. 
  

  Please let us know if we can reach out to you to expedite your order and work through these details with you. 
  

  Thank you, 
  

  Management
  

  Customer response

  10/24/2022

   
  Complaint: 18254163
  
  I am rejecting this response because:

  - I submitted the order correctly as I always have in the past. The point that the business made about the order containing prescriptions for both myself and my wife, but all under my name would hold water except for the fact that I did submit the order according to their directions; my prescription had my name, provider and Rx number while my wife's had all of hers.

  - I as the customer shouldn't have to initiate contact with the business when an order doesn't process correctly for any reason. There need to be notification protocols in place so that the customer is informed at all steps of the process: order submission, order processing, issues in procession, shipment, delivery if applicable etc. Furthermore, the email response I did receive was utterly unhelpful and provided no options for next steps in resolving the problem with the order.

  - I did call GRx on Thursday *****, but all of the phone lines were busy and my call was disconnected. It was after this that I submitted this BBB complaint. I did call again today (*****) and was able to get through and work with a representative to get our prescriptions transferred to a local pharmacy since we will be running out of medicine before GRx would be able to process and ship a new order. The rep did mention that GRx has some new software system as of the last couple months that has been having issues processing orders for two people together. Sounds like that could be the root of the issue here.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/8/2021 Ordered prescription drugs from Genius RX (Mailmyprescriptions.com). Never received it. USPS shows delivery made 4/8/2021 after I got the shipping number from Genius. I never got the prescription. I contacted Genius . They said my claim is outside their 7 day claim period. How would I know when the 7 day period begins until I receive the prescription since I didn't receive the shipment. I thought the shipment was still on its way until I checked with Genius 6/6/2021. Genius told me to file a claim with USPS. Since Genius chose the carrier originally, and was the original shipper, it's their responsibility to file a claim. Also, the USPS won't compensate for a lost shipment unless the package was insured. This package was not insured. ********** ******************* CO XXX-XXXXXXX FL $32.10

  Business response

  06/10/2021

  Business Response /* (1000, 6, 2021/06/09) */ Dear Valued Patient, Thank you for reaching out to GeniusRx! The Patient Care Center has received your request. A pharmacy team member will be reaching out within 1 business day. Our support hours are Monday - Friday 8 AM - 8 PM and Saturday 9 AM - 5 PM EST. Thank you, The Patient Care TeamGeniusRx Consumer Response /* (2000, 9, 2021/06/10) */ Please withdraw my complaint . Thank you for your professionalism. BBB are my heroes.

*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. ↩