ComplaintsforNurx

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Only gave this service a chance because my birth control was out of stock and unable to be ordered from my local pharmacies. I wasted $18 on a consultation fee and waited over a week just to be told they werent in network with my insurance and I could pay $50 out of pocket (birth control is completely covered w my insurance so this would just be more of a waste of money) or they could send the prescription to my pharmacy which defeats the whole purpose since again, the pharmacies in my areas do not have it in stock and cannot order it either hence why I needed it SHIPPED. I looked at my profile and saw that they cancelled my order too, at 6AM today. So after wasting $18, waiting forever to hear anything back, and missing multiple days of my pills causing bleeding and severe cramping I decided to call the Nurx customer service line. ****** was my representative and immediately caught an attitude when I requested a refund (someone needs to retrain her, getting immediately annoyed with customers as a customer service representative means you are not good at your job). She refused to hear me out, did not understand my frustrations, and now Im down $18 with no birth control, my hormones are out of whack now, and I feel dumb for trusting this company without reading their reviews first. A better business model would be to ask for insurance first BEFORE your customers waste their money and wait with false hope for a week only to be told you wont receive the service you paid for. Please refund my $18.

  

  Business response

  07/26/2024

  
  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

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company didnt tell me the medication was not part of the fee their advertising makes people think that its all included. Not that their consult is 40 and medication is 90

  

  Business response

  07/23/2024

  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

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/26/24, I began a subscription/membership with NURX regarding mental health prescription medication. The terms of the subscription were that I would pay $55.00 per month for the medication management subscription. I would then also pay my copay for the meds. I continued my subscription until 6/2/24 when I reached out to cancel my membership as I could no longer afford it. I spoke with ******************** who confirmed my cancellation and assured me that my account would be deactivated, and I would no longer be charged. I was then contacted by a doctor who offered to send in a courtesy prescription. I confirmed that this would not result in my being charged for the subscription any longer and I was assured that I would not. On 6/26/24, they attempted to collect their fees for membership but it over drafted my credit card. I spoke with the team and was told that they did not actually cancel my membership, despite being assured multiple times that they had. I would also like to point out that the agreed upon price was $55.00 and without any notice I was continually charged $69.

  

  Business response

  07/23/2024

  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

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several months ago I thought I might need some medication for a slight herpes outbreak. I bought Valcovir for an outbreak. I then had no symptoms so I stopped automatic prescription fills and mail delivery. I also received a new credit card. Without my authorization my new credit card was somehow charged and a new order was sent out to me against my will. I've asked repeatedly to close account and stop but Im still being charged.

  

  Business response

  07/18/2024

  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

  07/18/2024

   
  Complaint: 21987294
  
  I am rejecting this response because

  I was billed even though I said no to the order and cancelled the order. This is unethical and wrong to do to people. I should be refunded immediately and compensated for lost time dealing with this issue.
  
  Sincerely,
  
  *********************************

  

  Business response

  07/23/2024

  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

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was using this service to get birth control so I would not have to go to my gynecologist. They prescribed me a birth control with the name of junel fe. I have been taking it for about 4 months now. I have been having heart problems and serious gastrointestinal problems as well. I have mitral valve prolapse which is a heart condition. This birth control can increase risk of stroke, heart attack, and heart disease. This birth control was also recalled last year. This service knows I have this heart condition, and still continued to prescribe this horrible birth control. I now have to go see my cardiologist, and have lost over 20lbs from not being able to eat. I feel like this is major negligence on their part.

  

  Business response

  07/16/2024

  Hi Krista!
  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. It’s our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  Lolita S******
  Director of Customer Experience, Nurx 
  Lolita.S******@*******
  
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I purchased Birth control back on May 15th, 2024 with the company Nurx/Thirtymadison. When I used it I had a negative experience so I threw the pack away without finishing them. I went on the website to try and cancel the subscription service but it wasnt very clear at all on how to discontinue the service, but I noticed that the website said you have no orders coming thinking im in the clear because I just thought that you had to order when you need a new prescription. July 12,2024, I see a new charge to my debit card and I go on the website to see if I could find another way to cancel again. I emailed, messaged, and used the chat but to no avail. I had to research more and in fine print on automated letter it mentions that the company does an automatic prescription. Its nearly IMPOSSIBLE to opt out of it and does not give you that option prior to purchase nor is it stated clearly for the consumer to understand prior. I do NOT want the current prescription that the company sent out which is in the process of being shipped. They have been emailed already about this. I would very much appreciate a refund and they can keep the birth control that they sent out. I added pictures to indicated there is no way to edit my account and the letter that automatically puts you into an automated refill without even having a chance to opt or being offered an option to.

  

  Business response

  07/16/2024

  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

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Nurx has charged me an initial 30$ service fee along with double charging me for medication never sent to me that totals about 200$ altogether. They refuse to respond or send medication or reimburse the monies owed me for no services received. They are a complete scam and rip off.

  

  Business response

  07/16/2024

  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a consultation and received a prescription for tretinoin. I have since changed my skin care routine and no longer need this product, however the set up of Nurx user interface seems to intentionally make it very difficult to cancel a subscription. The manage subscription link does not actually allow you to change any of your information or cancel your subscription. Their information page on cancelations instructs the user to copy and paste text into their chat in order to cancel. I did this and am still waiting for a response after 15 minutes. Why would their cancelation process require the customer to contact them? There process is unethical as it traps the customer with no way to cancel the subscription. Also, in the app, there are no receipts available for me to view in the receipts section even though I am being charged.

  

  Business response

  07/16/2024

  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

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Havent received my medication they cant even find it they want me to pay for another one I cant afford it I needed my medication and now everything is off because of it honestly they need to be shut down Ive heard from several people that theyre messing everything up they have horrible customer service i want my account closed and I want a refund they will not help me with either issue

  

  Business response

  07/13/2024

  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

  07/14/2024

   
  Complaint: 21952938
  
  I am rejecting this response because: I still have not received my refund I want my money back for the last prescription I paid for I contact want the 18 service fee as well its been what a week and no money still up said 3-5 business days I want my money
  
  Sincerely,
  
  *****************************

  

  Business response

  07/16/2024

  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

  07/16/2024

   
  Complaint: 21952938
  
  I am rejecting this response because: I want my money refunded
  
  Sincerely,
  
  *****************************

  

  Business response

  07/30/2024

  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Why am I here? Well, I'm back again BBB because Nurx has not deleted my account details. The ** who responded to my complaint *lied* when she said I do not have an account with **********************, and after so much time I have the details to prove it. I don't have an account, yet I received an account update? Odd.Please see my initial complaint number ******** which was filed on 06/13/2023 for background information.At that time, the ********* was migrating my data to Nurx and I was unable to reach anyone at the company as it had shuttered. I reached out to BBB and Nurx to sequester and delete my data, as you can see by the email attached, this has not happend and in fact my account details are being migrated *once again* without my consent. Request to remedy: Delete my data now, remove me from all email and subscription databases relating to Nurx, and refrain from migrating my personal and health data to any and all third parties.I again, do not consent to Nurx using my data and have not consented to Nurx retaining, maintaining, and migrating my data for over a year.

  

  Business response

  07/09/2024

  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

  07/10/2024

   
  Complaint: 21933648
  
  I am rejecting this response because:

  Nurx sent a reply on their website. Due to prior complaint, the company has access to my email, as they have responded to me through email.

  Company has responded through their website Nurx after I expressly  stated I did not want to use Nurx and want the account they have for me deleted.

  Nurx refuses to delete my account. This is the second time they have done this.

  They are also trying to force me to respond through their platform which I refuse to use.

  I do not recommend this service.

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

  

  Business response

  07/13/2024

  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

  07/16/2024

   
  Complaint: 21933648
  
  I am rejecting this response because:

   

  *************************** never reached out to me. The NURX link provided landed on a blank page. 
  

  *************************** never confirmed my data was deleted as she has in previous complaints from others.

  This is unresolved. If I receive further communication from the NURX website, I will file a complaint with California.

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

  

  Business response

  07/31/2024

  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

  07/31/2024

   
  Complaint: 21933648
  
  I am rejecting this response because:
  
  please provide confirmation the business has deleted and or sequestered my data as repeatedly requested in this thread.

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

  

  Business response

  08/06/2024

  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

  08/06/2024

   
  Complaint: 21933648
  
  I am rejecting this response because:
  
  Business did not reach out to me and I was unable to view message they previously sent in portal.

  In addition, business has not confirmed deletion of data after multiple requests.

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

*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. ↩