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:03/01/2024

  Type:Order 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 have a subscription to get birth control by nurx every month but every 3 months they forget to send me a refill. I have already complaint about that in the end of the year and I was out of birth control for almost a month. And now it's happening again!! It's absurd to keep running out of birth control every 3 months and I have to beg for them to send me a refill.

  

  Business Response

  Date: 03/08/2024

  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

  Date:03/01/2024

  Type:Customer Service 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 initially started a subscription with this business because I wanted only 1 specific medication to address the acne issues I was dealing with at the time. Instead of giving me this one medication I wanted, they added a second one that I did not request. They shipped me both medications which I paid for. After this shipment arrived I messaged them requested that they cancel the second prescription. Rather than resolving this request, they stated that since the subscription was bundled, they could not cancel the one and would place both medications on hold for shipments. Since then, I have contacted them making the same request and the responses from customer service have been severely lacking. My issues have not been resolved on this matter and every single time I have spelled out exactly what I want, the follow up responses have not addressed them whatsoever and were more oriented towards wanting to know why I wanted to cancel something I never even initially wanted.The business is oriented towards provided prescriptions through telehealth and providing a convenient service, that is supposed to be more efficient that a standard doctor's ****** visit would be. This has not been the case for me and I feel like I would have gotten better service, more convenience, and would have had my prescription in a significantly faster time frame than what I have gotten from Nurx. I am very disappointed in the drop of quality of this company since I first started using them years ago and do not feel like they provide the service that they claim to.

  

  Business Response

  Date: 03/05/2024

  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, ********************** 
  ***********************************************
  
  

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21371926
  
  I am rejecting this response because:

  They promised to rectify the issue and cancel my one subscription that I wanted canceled, promised to send me the one I wanted originally. To reiterate I only ever wanted the one prescription subscription to begin with. 
  

  Id like also to point out that after I filed this complaint, I got an influx of responses from their customer service from various people making the same promises that they would give me what I wanted and send me my original prescription. Before the complaint it was crickets. Days went by, suddenly its an insurance issue because the refill they were going to send me was too early and they wanted ME to call insurance about it. My original 90 day prescription was sent to me on 11/23. Add 3 months to that and you get 2/24 when the next refill should have been sent. Somehow 5/24 is the next time I can get it according to their responses. Perhaps intuition should have told someone that there might have been a clerical error somewhere, and they could have done the small amount of work to confirm that my 2/24 refill I should have gotten never made it to me but why is it something I now have to call my insurance about to resolve? If I didnt mess this up, I shouldnt be the one doing the work to resolve it. 
  

  I got an actual call from one of their doctors to try to work through the issue and he was the only positive communication I have had with this company during this matter. I do not think it is fair that a doctor who had nothing to do with the situation is having to remedy a matter that customer service completely messed up on so I am also upset on the doctors behalf for having to be responsible for fixing another groups messes. It speaks to how badly run the operation is when you dont value your own employees enough. I feel like the doctor was thrown into fix the fire customer service created and that is a completely backwards way of handling this situation. 
  

  Anyone considering using this company should be warned that the convenience they offer, is not what you will receive. Youll be better off just going to your ******* ***** get your prescriptions quicker, you wont be ignored until you file a BBB complaint, and your prescription wont be held because they want to force you into paying for a second medication so they can brag during their monthly financial meetings about how much better their profit margins are due to their deceptive practices. 
  

  in the beginning I was told because the second subscription came as a bundle, I would have to pay for both or get neither. Then I file a complaint here and it becomes an easy process to remove the second prescription I didnt want. What does that tell you about this companys moral compass? 

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

  

  Business Response

  Date: 03/08/2024

  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 Answer

  Date: 03/08/2024

   
  Complaint: 21371926
  
  I am rejecting this response because:
  
  I dont like generic copy/paste responses used to make people go away. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:03/01/2024

  Type:Product 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 ordered birth control and its been 10 days since the order was placed. The Nurx company continues to send me messages that they are behind on orders, which is fine. But now they are saying that a birth control patch is $180 per month each month- when originally it was $90 for a total of 6 months. This is so incompetent and out of hand.

  

  Business Response

  Date: 03/05/2024

  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, ********************** 
  ***********************************************
  
  

  Customer Answer

  Date: 03/05/2024

  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.
  

  they have opted to return the $30 fee we paid for services not rendered.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/01/2024

  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.

  Nurx sent my meds to the wrong address. The address I have on file is correct. I changed it when I moved and the previous order was sent to the correct address. So it makes zero sense that they would send my latest order to the old address. I have messaged them several times, left comments on social media and tried calling them all to no avail. I got one response via message saying they cannot help as the meds were already shipped. The phone message says they are closed on a holiday. On Feb 28th?? Make no sense. Unbelievable.

  

  Business Response

  Date: 03/05/2024

  Hi Reshma!
  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 Answer

  Date: 03/05/2024

  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

  Date:02/29/2024

  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 have been a "patient" of Nurx for years now. And I fell in love with the company and their services instantly when they first opened and offered services for birth control and other medications. Now at first they were very customer satisfaction driven. I would be able to get a response quickly and a solution instantly. I noticed the last few years a decline in customer support happening. 4 years ago , it would never take longer then 2 to 3 days to recieve a response and solution. I am currently on day 34 and waiting for help. I have taken the same birth control medication for 3 to 4 years daily and am now dangerously close to not having my renewal reviewed and reissued. I have been responded to by 5 to 6 different customer support agents over this one issue. Which makes me wonder, How can you guys help anyone when it takes 2 to 3 days for a agent to contact you and then it switches to someone different every single response? How does that work? If I am reaching out to someone for assistance, I should be able to live chat with ONE person and not have an email chain that takes 3 weeks to be responded to. 3/7/24 is my subscription end date on file And I have tried my best to be patient with this company due to knowing that they use to be amazing, they use to make me feel important and as if as a patient, I mattered and wasn't forgotten. I am trying to stay loyal to them but am now looking into other options for the same services elsewhere. It's worrisome and aggravating to feel left behind and not important by a company you have relied on for 4 to 5 years for medical treatment of some sort.

  

  Business Response

  Date: 02/29/2024

  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

  Date:02/26/2024

  Type:Billing 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 signed up for Nurx on 2/24/24 to obtain birth control. When i got to the billing, they asked me for my insurance which i provided them. They asked if i wanted to pay and be reimbursed or wait for my insurance which i said i will wait. This morning 2/26/24 i found a charge of $70 on my account and they are refusing to respond to me. I have messaged them, emailed them and tried to contact them on fb. Their site wont even allow me to cancel my request.

  

  Business Response

  Date: 02/29/2024

  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 Answer

  Date: 02/29/2024

  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

  Date:02/25/2024

  Type:Billing 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 setup an account and placed on online order for medication. I paid $150. I was contacted the next day and told that I already had a previous account so they would need to delete all of my information for my order and account. I do not remember having an account previously, if I did it was 10 or so years ago. I was asked for my name, *** and email then told to login to the old account using "forgot password". The website has told me now that I do not have an account and to start a new one. The representative only responds by copy and pasting the same message stating to login with "forgot password" and a link that does not work. When going to the website, it cannot find an account for me. I fear that this is fraudulent and not only will I not be receiving my necessary medications, I am now out $150 and it seems my personal information was hacked or stolen.

  

  Business Response

  Date: 02/29/2024

  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

  Date:02/25/2024

  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.

  They make it near impossible to cancel the subscription, yet will charge you $3 every couple of months for having it. I tried to call to cancel it, but wasn't able to, then when I had finally chatted in I had already been charged twice despite no longer needing their services and never even having picked up the medication. Essentially, I was getting charged for something I no longer needed, but could only cancel by chatting with them. Not being able to cancel on your own is a major inconvenience and leads to unnecessary charges.

  

  Business Response

  Date: 02/27/2024

  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.  
  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 Answer

  Date: 03/01/2024

   
  Complaint: 21343493
  
  I am rejecting this response because:
  They apologized yet didnt provide the refund I requested? 
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 03/05/2024

  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.  
  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

  Date:02/23/2024

  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.

  My prescription expires on march 11. I run out of medicine 14 days before that. I have requested renewal of prescription 13 days ago with no updates or progress. When I ask customer support about it I have not received any help only the same automated reply stating that they dont want me to run out of medication, despite me telling them that I will run out far the expiration of the prescription and I do not take medication more then directed.

  

  Business Response

  Date: 02/24/2024

  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

  Date:02/22/2024

  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 requested an acne consultation through Nurx and paid $40 out of pocket. The doctor prescribed me a medication and I responded saying Ive used this before but requested a slightly different version. Suddenly, I and my insurance are charged for this medication and it shipped without my consent. I contacted Nurx asking for help to cancel or a way to exchange for the one I requested. The doctor does not respond to my messages, instead I only have customer service responding saying I cannot cancel and if I want I can through away the medication when it arrives. They wont provide a refund to me or my insurance even though I never approved of this. Not only am I unable to get the medication I requested, Im unable to contact the doctor I paid for and Im sent and charged for a prescription I didnt approve of. They are incentivized to ship unwanted medications to patients which is a terrible business practice, and they have no remorse. Throwing away medication can not be the answer here, yet its theirs. Worst of all, I cant even get the medication I need.

  

  Business Response

  Date: 02/24/2024

  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 Answer

  Date: 03/02/2024

  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,
  
  *********************