ComplaintsforNurx

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used this site to get medication delivered discreetly. I attempted to inform them of an address change before they sent my medication however die to their lengthy response times they mailed it anyways, potentially exposing my medical information to somebody else. To add insult to injury, a month went by since they shipped the medication and the package never arrived. It did not arrive to the old address or to the new address as evidenced by the tracking number they provided. When brought to their attention they still refuse to refund me or issue a new package. I now have to dispute with my bank which is stupid. Apparently that little $30 was worth a chargeback and the loss of the future recurring charges from me. I warn all to not use this service as their customer service is horrendous and they are not to be trusted with your personal information.

  

  Business response

  07/05/2024

  Hi ******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was scammed by this company not prescribe what promised but still attempting charge me multiple time and promise insurance covered then didnt and scam rude doctor not rlly prescribe what it said before I paid

  

  Business response

  07/02/2024

  Hi ******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/26/24 I subscribed to Nurx as an telemedicine client for treatment of Melasma. They required photographs of the area that was affected. $40 for a provider to look at the photos and recommend a treatment plan, along with 1 year of online consultation. They responded with declining to help me and and recommended I go see a dermatologist in person. I paid money and received no help. This business is a scam.

  

  Business response

  07/02/2024

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Nurx to establish an online dermatology consultation and prescription service. The business marketing is centered around convenience however establishing services has been very inconvenient. The online system has glitches and the links to upload insurance/payment/health photos were not functional. When reaching out to customer service over the phone, no assistance was provided. New links were sent with the same issue but the representatives were quick to hang up and never stayed on the phone long enough for me to attempt the new link or follow up with the same person. After I would call back, the new representatives provide no additional assistance. One representative advised me to either get my laptop checked out by IT or keep trying again daily. Customers should be cautioned over misrepresented "convenience" with this tele-health company. Its lack of convenience would have me recommend the in-person physician experience even with long waiting room times.

  

  Business response

  06/22/2024

  Hi Lakhini!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company refuses to supply me with a receipt for payments. They were supposed to bill my insurance for birth control prescription but charged my credit card instead. My card has been charged multiple times but when I log in to my account it shows that I have no receipts available. My requests for receipts have been ignored. I have serious doubts about the legitimacy of this company.

  

  Business response

  06/25/2024

  Hi Gara!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company apparently does not accept my insurance and still charged my credit card. This was on 06/19/2024. They have all my personal information, including my drivers license, insurance information and credit card number, with no way to remove it. I absolutely do not want their services and I have never received services from this business.

  

  Business response

  06/20/2024

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

  Customer response

  06/23/2024

   
  Complaint: 21874707
  
  I am rejecting this response because:

  I have yet to receive a refund of monies owed back to me. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/25/2024

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  Please accept our sincerest apology for any inconvenience we have caused you. Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. 
  At this time, we have reached out to you in regards to your concerns and have come to a resolution.   
  
  Take care, 
  
  ***************************
  Vice President of Operations
  www.Nurx.com
  
  

  Customer response

  06/25/2024

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I created a Nurx account because I wanted to try a perscription anti-ageing product. After a very brief consultation with a provider, I was charged $93 for a product I did not agree to buy. I was not given the opportunity to cancel my order before it was shipped, even though I responded inside 2 hours. Further, I cannot remove my credit card from the website or cancel my account. I contacted customer support immediately and was told there was nothing they could do to cancel my order.

  

  Business response

  06/20/2024

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

  Customer response

  06/24/2024

   
  Complaint: 21873793
  
  I am rejecting this response because I was still charged and the product was mailed to me. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/25/2024

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  Please accept our sincerest apology for any inconvenience we have caused you. Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. 
  At this time, we have reached out to you in regards to your concerns and have come to a resolution.   
  
  Take care, 
  
  ***************************
  Vice President of Operations
  www.Nurx.com
  
  

  Customer response

  06/26/2024

   
  Complaint: 21873793
  
  I am rejecting this response because I did not receive a refund.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/27/2024

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  Please accept our sincerest apology for any inconvenience we have caused you. Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. 
  At this time, we have reached out to you in regards to your concerns and have come to a resolution.   
  
  Take care, 
  
  ***************************
  Vice President of Operations
  www.Nurx.com
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company continued charging me after i cancelled my subscription and deleted my card information from the website. They issued a refund but they over-drafted my card so now i have to pay a fee. Im really concerned that they were able to charge a card i had removed from their records meaning they still had that information on file somewhere.

  

  Business response

  06/20/2024

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was inquiring about cost and told them I could not afford and they said call when you can and then took ***** out of my account. They said I had to put a card to get info and then stole *****. I emailed and called please get my 20 dollars back.

  

  Business response

  06/20/2024

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

  Customer response

  06/20/2024

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a nurx telehealth consult out of network and received surprise charges. Nurx can prescribe as many medications as they wish based on the consult and there is no transparency in advance regarding the cost of each medication. There is no option to refuse treatment if you cannot afford it, as all recommended medications are automatically charged to the patient card, without giving patient the option to refuse. I requested to refuse treatment and cancel the order but nurx rep advised it had already been shipped so there is no option to receive a refund

  

  Business response

  06/11/2024

  Hi **********!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future. 
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

*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. ↩