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:04/25/2025

  Type:Delivery 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 placed an order for skin cream with Nurx on 4/20/25, the PA ***** ******** prescribed a specific cream with instructions on that same day. I was not told the price so I had to ask and then account support provided me with a link that showed me the price. I had read that this 'company ships 3-5 business days after you complete your prescription request'. On my order page, it said on 4/20 that my order shipped. So I reached out to account support to get the tracking # on 4/21, I was told by a support agent that it is still being processed in the pharmacy and I even wrote that I only asked because it said it shipped. On 4/23, I reached out online again and asked if they had an estimate date of when it will be ready and ship and a different agent said they are 'behind on messaging and requests'. Then I asked if there is any way I can reach out to the 'pharmacy' and yet another agent had a different response, saying that the medication that was prescribed by the PA "requires further review to complete processing" and that someone will reach out to me SOON with a status update. I definitely felt this response was a stall tactic, this is a skin cream that was prescribed on 4/20 by a PA which is a signature cream of theirs that they prescribe, nothing tailored specifically-what needs further review?? So, I reached back out to the PA provider yesterday on 4/24 and inquired. I never received a response. So I have no idea about my order and it has been 5 business days, way past the time that the company says it ships orders 3-5 business days after the prescription request, and also without any status update. Also, they changed my "shipped" order on my home page to "processing" (since 4/20). By the way, there is no order/account/tracking #. At this point, I could have made an appointment with my dermatologist and received the medication for a fraction of the cost they are charging. I already paid the fee for the PA to prescribe the cream.

  

  Business Response

  Date: 04/28/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  On Friday, April 18, 2025, I signed up for this service to receive a prescription for birth control. I paid the $18 fee to initiate the process, then was notified that it would take up to a week for the provider to review my information and get back to me. My provider reached out to me Monday, April 21, which was a reasonable response time to me. However, I responded to her question within minutes, then never heard back. I reached out to customer support and they took almost 24 hours to respond to my complaint. I asked for a refund and the customer support person told me that the fee for the provider to review my info was non-refundable but she would cancel my services for me. So, the provider never completed her review of my information and I never received the option to get a prescription even though I paid for those services. I would have been fine with the provider finishing their review and giving me the option to proceed with getting my prescription filled since that fee is non-refundable. I was not given the option though, so the company charged me to have a provider review my medical information, then do nothing with it. I feel like this company is a scam and that this should be a HIPAA violation for someone to be able to get my medical info without providing a service.The website does not disclose how long it takes for the provider to review/respond to your request. In fact, the start-up page touts the pros and cons of using Nurx online vs. an in-person appointment. Under the pros list is the statement that Nurx takes "No time away from work or life. Message our medical teams as much as you want, on your schedule." Then, under the cons of an in-person appointment, it states you "wait 24 hours (on average) for a doctor appointment, spend 2 hours (on average) getting to and from an appointment and waiting for a the doctor." To me, this implies that Nurx is fast and convenient. When it is, in fact, not fast. And, to me, the convenience isn't worth it.

  

  Business Response

  Date: 04/24/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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 have been using NURX for years to get my birth control. In January, I had to be re-evaluated, as I am every year. They did that, I paid (and pay monthly fees) and they sent my RX to CVS. *** could not get ahold of NURZ for a prior auth. I started sending them messages in January. They said it was taken care of each time, each time the pharmacist said NURX never responded. Then NURX made me change pharmacies as they said CVS was problematic, I switched to *********. Now ********* is having the same issue. NURX does not respond to anything from me- the pharmacies-etc. I have PAID for my birth control that I cannot even access. ALL I WANT IS FOR THEM TO CONTACT THE PHARMACY AND APPROVE THE ***** CONTROL THEY PRESCRIBED ME SO I CAN ACCESS IT BUT THEY DO NOT ANSWER THE PHONE OR RESPOND TO PORTAL MESSAGES.

  

  Business Response

  Date: 04/23/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  
  

  Customer Answer

  Date: 04/28/2025

  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:04/20/2025

  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 am filing a formal complaint against Nurx for refusing to fulfill any of my regular orders over the past two months. This involves a product critical for my (and others') well-being and emotional regulation.Consistent access to life-saving drugs is a necessity, not a luxury. The company's supply failure has caused significant hardship for myself and others. I have contacted the company weekly for two months, with no resolution. They even had the audacity to suggest reaching out to a local pharmacist just to see if I could get a few pills to tide me over. That's not how this works. They keep giving vague allusions to some engineering problem with zero solution. And to add insult to injury, they are still charging me $72 a month for nothing!They have been fulfilling my medication for months beforehand, and it is unacceptable for them to stop abruptly. Peoples very lives could be in danger. We need our medication to be delivered.

  

  Business Response

  Date: 04/22/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

• Initial Complaint

  Date:04/19/2025

  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 started off my services here with them prescribing me something I didnt even need, when I expressed my concerns about changing medication it took days to try and change, when they said okay I can change it they never filled it. I was out of my mental health medication for 2 weeks straight while they were charging my card for their services. This place absolutely needs to be shut down, its filled with inexperienced nurse practitioners who cant handle the work load NURX Gives them. This place shouldnt be able to offer mental health services when they cannot be consistent with giving medication, that it sometimes the difference between life or death or some. I had severe withdrawals from them not filling my medication and after multiple attempts at reaching them, getting the run around. All this company is here for is to take your money and pretend to care.

  

  Business Response

  Date: 04/24/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

• Initial Complaint

  Date:04/12/2025

  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.

  *** already submitted a complaint to the state about this scam company. They offer multiple methods of birth control that they offer and dispense. I wanted a female condom. You can only get that with a prescription and its on their website as something they offer. So I signed up for their services. Well, theyre all big fat liars. They scammed me out of money and refuse to refund it. A company should have no business being in business if they model their business after lying, cheating, scamming, and not being transparent. I keep getting the run around from everyone at the company. Its concerning when a ** from the company reached out to me and was confused about what a condom was. These people are morons and have no actual intention of giving you the product you pay for and I will be getting my attorney involved for deception from a business. They have a moral and legal obligation to operate their business in ways they dont harm their consumers. AVOID THESE THIEVING CLOWNS AT ANY EXPENSE

  

  Business Response

  Date: 04/14/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair 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 have reach out to my clinical team 3 times since 2/25/2024 with NO RESPONSE! I requested things be sent to my local pharmacy. I have heard from the prescribing physician since 2/25/25. Its APRIL!!! The lack of communication is absolutely ridiculous. Im being charged a monthly fee to have access to clinical support. There is no clinical support. Nothing is being done about any of the requests and no one responds. I had my local pharmacy physically call them and they told them no I have to do it through the app. Well obviously thats not working. I am beyond frustrated. Legally i am paying for a subscription, I paid for the consultation and Nurx is not upholding their end the of deal.

  

  Business Response

  Date: 04/14/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

  Customer Answer

  Date: 04/14/2025

  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:04/11/2025

  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, this company does not allow their customers to have access to their own information. They have to reach out and request for it to be deleted. How is this legal? How do I put MY personal information into an ****************** website and then lose access to it? How do I know this company has properly removed my information? This is an unacceptable policy and I want it changed immediately so that customers have access to their account information and data whenever THEY need it.

  

  Business Response

  Date: 04/13/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23190500

  Do not communicate via phone, email correspondence onl.

  Why has BBB allowed businesses to respond with 'we'll get to it' as an allowed resolution? This website was once a source of actual resolution and now BBB allows this behavior from companies for its consumers. BBB seems to have gotten in bed with the enemy. Very disappointing.

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

  Customer Answer

  Date: 04/16/2025

  I have requested my information be removed and recipes confirmation only to find out my email and birthdate are still in their system. I want ALL my data removed, as requested.

  

  Business Response

  Date: 04/21/2025

  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 Customer Experience, **********************   
           ******************************************************************
  
  

• Initial Complaint

  Date:04/02/2025

  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 was prescribed ************ by a NURX care provider two months ago. At that time, I was informed that my insurance was not going to cover this prescription and that I would need to pay $90 out of pocket if I wanted it. I agreed to pay for it out of pocket since I had already paid out of pocket for the consultation. I was shocked today when I was charged $93 by NURX and received an email that they had shipped my prescription. Apparently I was enrolled with their pharmacy for auto-refills without my knowledge or consent. I never knowingly enrolled in auto-refill or intended to have this prescription refilled at that price. I called customer service to ask if there was any way I could get a refund and that I could ship the prescription back to them. I also explained that not only do I have to pay $90 out of pocket, I also cant use it because I didnt tolerate the meditation. I was told there was nothing they would do and that because I missed an email that was sent to me five days prior there was nothing that could be done. They didnt offer any refund or even to try to intercept the shipment to be returned to their pharmacy.

  

  Business Response

  Date: 04/13/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************
  
  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23153080
  
  I am rejecting this response because the company is still refusing to offer a refund and did not address the fact that I was enrolled in an automatic medication refill without my consent. Their website states that you can elect to enroll in the automatic prescription refill program and that they will refill enrolled prescriptions (see attachment). I never enrolled in the automatic refill program and the company refuses to address this. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 04/21/2025

  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 Customer Experience, **********************   
           ******************************************************************
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23153080
  
  I am rejecting this response because there was no resolution to my issue. No refund has been offered to me at this time.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/01/2025

  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.

  This business is built on the idea that consumers will save time and energy through getting a prescription, however it's been 5 days and I have gotten maybe one message but no follow up responses in over 48 hours even though I responded in less than 10 minutes. I just think that if you promote being quick and efficient it doesn't reflect in the practices that your staff follows and the way they they treat and interact with consumers. This is still a paid service.

  

  Business Response

  Date: 04/13/2025

  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, 
  
  ****** ******
  Vice President of Customer Experience, **********************
  ******************************************************************