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Business Profile

Pharmacy

Capsule

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

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

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Capsule has 4 locations, listed below.

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    Customer Complaints Summary

    • 37 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Between February 2023 and April 2025, I paid $661.66 out-of-pocket for prescription medications filled by Capsule Pharmacy. I provided updated insurance information annually through their system, and I believed my insurance was being billed.Capsule now states that they sent me one email in 2022 informing me of an insurance denial. However, they continued filling and charging for prescriptions without billing my insurance or sending any further communication. I was never given the opportunity to pursue prior authorization or to be notified that insurance was not being applied.Additionally, Capsules checkout flow used the word copay, which led me to believe that I was being charged a portion of an insurance-covered amount. In reality, I was being charged the full cash price using a ****** coupon, which I assumed was applied in addition to my insurancenot instead of it.I contacted Capsule and requested a reimbursement due to the lack of ongoing notification and misleading terminology. Capsule declined, stating that the original 2022 email was sufficient notice.I am requesting a reimbursement of $661.66 and a review of Capsules practices regarding insurance denial notifications and how they represent pricing at checkout.

      Business Response

      Date: 06/25/2025

      We have reached out to the customer.

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       No one reached out to me.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** ******




       

      Business Response

      Date: 07/16/2025

      Good afternoon, 

      We have communicated with this customer regarding their concerns. 

      Best, 

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Delivery of medication. Every month they have a new reason for not delivering my ********. They either state thy need new prescription or they no longer make it, then tell me disregard last email.

      Business Response

      Date: 06/12/2025

      We are attempting to reach out to the customer

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They give me a hard time with my medications and refills they never respond to my in the app or anything its not fair

      Business Response

      Date: 05/29/2025

      We are attempting to reach out to the customer

    • Initial Complaint

      Date:01/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 January 2, 2025, Capsule was responsible for delivering my prescription medication to my apartment. As per their own company policy and as per the delivery instructions on my order, the courtier is supposed to deliver the order to my apartment door and I am to sign for the order. Not only did the courtier not follow both Capsules and my instructions but since 1/2 I have been trying to get my medication redelivered and Calsule has done everything in their power to drag out their investigation leaving me for days without my prescription. I spoke specifically to ******** *** asssured me and confirmed a courtier would deliver my medication today 1/4 and I am now unable to reach ******** or anyone from Capaule *** can tell me when my medication will be delivered or if I need to have the prescription transferred to another pharmacy. I cannot get a clear answer from the company on where my medication is, when it will be delivered, or if I need to contact my doctor *** will then have to write me an entirely new prescription at another pharmacy even after I asked multiple times on the phone and via the app for clarification.

      Business Response

      Date: 01/07/2025

      We are attempting to reach out to the customer.

      Customer Answer

      Date: 01/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have received no further communication from Capsule. They are able to contact me via my phone number or the app and have done neither.  

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 01/09/2025

      The order was delivered on January 5th, and the customer confirmed receipt of their delivery. Our management team replied acknowledging their receipt

    • Initial Complaint

      Date:07/03/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 had an exceedingly disappointing experience at Capsule Pharmacy located at ************************************. On June 26, 2024, I visited the pharmacy to purchase ********, a probiotic supplement that, according to both my doctor and the ******** brand, does not require a prescription.Upon arrival, I politely inquired about the availability of ********. *************************, the pharmacist in charge (RPH *****), responded by loudly asking across the pharmacy if I possessed a prescription, thereby publicly disclosing my medical inquiry. This breach of privacy was both distressing and unprofessional.Despite my clarification that ******** is available over-the-counter, ************************* insisted on their policy, displaying a dismissive demeanor. After reluctantly obtaining an unnecessary prescription to comply with their requirements, I returned to find that ******** was not in stock. This information, crucial for making an informed decision earlier, was not disclosed during my initial visit.Throughout my interactions with *************************, his sarcastic remarks and dismissive attitude, particularly his mocking of my accent, underscored a lack of professionalism and respect. His conduct suggested a disregard for customer dignity and basic courtesy, particularly towards women.This experience revealed significant lapses in professional conduct by *************************, including a failure to uphold patient confidentiality, provide accurate information, and treat customers with respect. Such discriminatory behavior has no place in a professional healthcare setting.I strongly caution others, especially women, considering Capsule Pharmacy to be aware of these serious issues. Until Capsule Pharmacy addresses these concerns with ************************* (RPH *****) and commits to upholding ethical standards and respecting all customers, I advise seeking services elsewhere.

      Business Response

      Date: 07/23/2024

      Hello, 

      We have reached out to the customer. 

    • Initial Complaint

      Date:06/24/2024

      Type:Delivery Issues
      Status:
      Answered
      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 two separate orders with capsule for my 92 year old father. Both medications were to be delivered about the same time on the 21st of June. The order was delivered but items were missing. I called to make them aware thinking maybe the driver just forgot to deliver the other bag. Capsule stated that they would be investigating the issue and would get back to me the following day. Saturday came along and one of the representatives informed me that all the medication was delivered without allowing me to show my camera footage. Capsule did not give me a chance to prove that the medication was not delivered and now capsule wants to rerun the medication through my fathers insurance when we had no fault in the medication not being delivered. I have video footage but I cannot attach it to this complaint. The video footage I have is from my ring camera

      Business Response

      Date: 07/23/2024

      Hello, 

      We have reached out to the customer. 

    • Initial Complaint

      Date:06/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This company have been terrible since I been doing business with them. They have been getting me wrong prescription to deliver. Giving me wrong address for clients. This company is terrible and especially the management. They are non chalant and very entitled. They doesn't care about client or there workers. I have been having problems with them for months

      Customer Answer

      Date: 06/17/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Thursday, January 18th, I made a purchase at Capsule Pharmacy for a Pulmicort Flexhaler inhaler, a critical medication that I rely on for my health. Unfortunately, the inhaler I received from Capsule turned out to be defective and non-functional. This issue occurred on a Friday, and considering the urgency of my situation, I immediately contacted Capsule Pharmacy to seek a replacement inhaler. When I reached out to them, they informed me that I needed to contact the manufacturer directly for a replacement. This response was deeply problematic for several reasons:Weekend and International Manufacturer: The manufacturer of the Pulmicort Flexhaler is based in *******, and as such, their offices are closed on weekends. Furthermore, they do not have a U.S. phone number or English-speaking staff available during this time. Inconsistent Practices: My previous experiences with reputable pharmacies such as CVS and Rite-Aid have demonstrated that they handle situations like this differently. In both cases, they immediately replaced the faulty inhaler and managed the communication with the manufacturer on my behalf. When I raised these valid concerns with Capsule Pharmacy through their text communication system, I was met with dismissive responses suggesting that any pharmacy would require patients to follow the same protocol. This statement is not accurate and does not reflect the exemplary customer service standards of other pharmacies. My frustration reached its peak when I contacted Capsule by phone today, January 22nd to express my concerns. The representative I spoke with was not only unhelpful but also remarkably rude. She displayed a complete lack of empathy and professionalism, stating that if I was dissatisfied, I should take my business elsewhere.Sincerely,***********************

    • Initial Complaint

      Date:01/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      2 times in less than 6 weeks the phone representatives have taken my prescription order and now again have filled and sent the wrong medication to me. When I have asked to speak to the pharmacy personnel I am being denied by the representatives the ability to do so ..yesterday they again filled and sent the completely wrong medication which is desperately needed as I am In need of it to heal so i am able to endure a ****** procedure .. the pharmacy personnel are not at fault as it is the Representatives on the phone hurry and take the order and pass it on to them ...this is a very very serious issue and twice in less than 6 weeks is serious and it is a definite set back for me ...something seriously needs to be done before this half billion dollar corporation kills or ***** more people and I don't understand how they continue to be allowed to get away with such serious and potentially deadly practice. I want others to be aware of this practice and I'm hoping that some agency will take this matter as serious as it is. If so please feel free to contact me as I don't want anyone going through what I myself have been subjected too or before more people are harmed or worse,killed,if it hasn't already happened.

      Customer Answer

      Date: 02/05/2024

      Better Business Bureau:

      At this time* I have not been contacted by Capsule regarding complaint ID ********.
      I have reached out and contacted them but have no idea of what title the person I spoke to was because I called them 3 times concerning this and phone reps answer. 1 time I was put in hold to speak to a supervisor and then told they would call me back in a few minutes. I was home for 6 hrs after that and no one called but I did speak to a rep about it and they said they understood my issue but as far as anything official and someone introducing themselves as a manager* dept supervisor* I have heard nothing.  This compliant involves the ordering of medication through phone reps * not the people working inside the pharmacy as they are not the issue so I don't need to speak to them.  I just want this not to continue to happen before they give or don't give the right medication order and harm or kill someone 
      Sincerely*

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

    • Initial Complaint

      Date:12/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 with capsule for a medication my doctor needed me to begin taking asap. I am a cancer patient and unable to get to a pharmacy for pickup. As my treatments cause fatigue, I was sure to set an alarm to ensure I was awake during the selected ****pm window. When I checked my device at 1:20 I saw a missed call and message stating no one was home. There are to bells and gates that must be buzzed to gain entry to my building. Neither was rung. It is my assumption that delivery was not actually attempted and now I have to wait until tomorrow afternoon to get my medicine. Very disappointed and frustrated that my pain will continue due to a dishonest worker,

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