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:03/30/2025

  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 March 3rd 2025 I request to cancel my subscription to their medication services. The support team sent me a link to an online cancellation form. I cancelled my subscription through this form. On March ************************************************************* I was billed $3 for support fee for services I no longer wanted to recieve and $69 for a medication I did not want and cancelled my subscription to.

  

  Business Response

  Date: 04/10/2025

  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:03/28/2025

  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 inquired about a service. Met with a medical professional and nothing else was done. No prescriptions were prescribed or made available to fill. They refuse to give the money back. without sending a prescription or product... nothing they a ************

  

  Business Response

  Date: 04/10/2025

  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: 04/13/2025

   
  Complaint: 23130948
  
  I am rejecting this response because: it solves nothing. They reached out where? No email or phone call or text. The last email I sent to nurx was to please have a supervisor call me. Then i came here to bbb. And still nothing. Certainly no refund. I paid for them to waste hours of my life. Very unprofessional and this company should be shut down for they are flat out thieves. 

  This is my first bbb review ever in *********************************** immensely. 

  
  Sincerely Disgusted,
  ******** *****

  

  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:03/25/2025

  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 completely unsatisfied with my interaction with Nurx and would like a $59 refund for monies paid for your service.I started my inquiry and request for care on Mar 15 and just today the door was slammed shut with a canned response from the provider. What I thought was a simple request was not efficient, and days would pass between replies to/from the provider. I answered all requests from the provider within an hour, but responses/follow-up from the provider took days.Two weeks later, Im exactly where I started, nowhere. I could have sought other providers on Mar 15 and have had a positive experience and been further ahead vs a disappointing non-transparent experience with Nurx.Nurx promises in their marketing material on their website the following which I received nothing. What you can expect Nurx mental health treatment costs $59 for the initial consultation and $69 per month for ongoing care.Initial consultation to determine which treatment plan is right for you Multiple check-ins per year to ensure that your treatment is working or for your provider to make adjustments as needed Unlimited messaging with your medical team about your treatment plan Resources for online therapy services or mental health apps Prescription refills and free shippingAgain, Nurxs provider closed my request and ability to message/communicate back without even the ability to reply to their most recent communication. Is this the way Nurx conducts business? Our way or the highway? The last I checked it is a provider-patient relationship, not solely a provider relationship.Again, I am asking for a refund of the $59 fee as Nurx did not provide the service promised, and the service is significantly not as described as compared to what was promised on Nurxs website, as evidence above.

  

  Business Response

  Date: 04/16/2025

  
  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: 04/18/2025

   
  Complaint: 23115374
  
  I am rejecting this response because:
  
  I have not received a refund as of yet. 

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

  

  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.  
  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: 04/24/2025

   
  Complaint: 23115374
  
  I am rejecting this response because I still have not received a direct communication or refund from the company.

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

• Initial Complaint

  Date:03/21/2025

  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 have received several prescriptions with Nurx for ********* for my sons acne. The last requested prescription was processed on 9/18/24. The prescription was written to be refilled every 3 months, however, I put off the delivery date until 6 months because he just wasn't using the medication like he used to. The prescription cost is $93.March 3, I received a message to complete a skin survey so a new prescription could be written. I wrote back immediately and stated that no medication would be needed at this time. My son does not use it anymore. We never completed an updated question assessment that supposedly was required. On 3/18 at 0710, I receive a message that they are processing the order. I write back immediately and tell them the medication is not needed and that I do not authorize a charge on my account. At 1145, the medication was shipped and I was charged $93. I called the customer service line and they refused to talk to me because the account was for my son who turned 18 in February. The credit card was mine with my name on it. So I had my son write an email with my email account to cancel the order and request a refund. I didn't not want them to have his email address so they bully him with more orders.I feel manipulated and like I have been playing a game. No matter what I did or didn't do, iI was going to pay for the medicine. I want a refund and I don't want any further refills.

  

  Business Response

  Date: 04/16/2025

  
  Hi XXXXXX!
  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:03/19/2025

  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.

  Company Name: Nurx Date of Incident: December 12, 2024 - March 17, 2025 Description of the Issue:On December 12, 2024, I was contacted by Nurx regarding my next prescription refill and was offered the opportunity to extend the refill date. I chose March 17, 2025, as it was the farthest date available. On March 17, 2025, at 7:19 AM, I received a notification that my next order was getting ready to ship. The message stated, "This isn't a final charge, but a temporary authorization we use to verify your payment method. If the order is cancelled, or dispensed for a lower amount, the funds will be released and returned to your available balance within a few business days."Within two hours of receiving that message, I replied back asking to cancel the order. However, the next message I received was a shipping notification. I was charged $159 for a prescription I do not want or need. The responses I received from Nurx customer service were unhelpful and did not address my main concerns.Desired Resolution:I am seeking a full refund of $159 for the unwanted prescription. Additionally, I believe that customers should be given ample opportunity to suspend or cancel a subscription as many times as needed. I do not want a response from Nurx, as their responses on the BBB site are typically canned and do not address the issues at hand.Additional Comments:I am very dissatisfied with Nurx's customer service and their handling of my request to cancel the order. I feel that they do not prioritize customer satisfaction and should not be in the healthcare industry if they cannot provide adequate support and flexibility to their customers.

  

  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: 04/15/2025

   
  Complaint: 23086552
  
  I am rejecting this response because the business had an opportunity to provide a refund but still contends that they are "unable" to give a refund.  They still did not address the issue of only one extension and did not address the slow response time which both were the cause of the complaint.  I am not satisfied that this business will change any practices.
  
  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, **********************   
           ******************************************************************
  
  

• Initial Complaint

  Date:03/19/2025

  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'm in the process of closing my Nurx account. There is no option on the website for me to accomplish what is needed. I contacted Nurx and they were unable to help. I understand that Thirty Madison handles the websites for the Nurx Brand, thus I reached out to them also to resolve these issues.I am unable to delete my credit card information and other personal information such as phone number and address. My experience with Nurx has been subpar and I do not plan on ever using these services again. **************** would not answer my questions or respond to my emails after I canceled my Prescription.The doctor did not respond to my questions therefore, I canceled my Prescription. I called customer service and they were unable to tell me how I could complete any of the task that I needed to do on their website. I would like all my information to be deleted due to security issues. The issues are justifiable since my password to the Nurx site has already been leaked and I have only been with the company for two months. I have contacted 30 Madison as well as support for Nurx and nobody is responding to my emails.

  

  Business Response

  Date: 04/16/2025

  
  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:03/17/2025

  Type:Sales and Advertising 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.

  9/1/2024 I placed an order and had a consultation with Nurx. I paid for services and prescriptions I never received. I have records of this they would not issue a prescription or respond to my messages. I have now given a second chance, and they have done the same thing, took my money, charging me recurrent payments and no contacts. This company is a scam.

  

  Business Response

  Date: 04/14/2025

  Hi April!
  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:03/17/2025

  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 writing this complaint on behalf of my wife, *****. She pays for a Nurx subscription for anxiety medication for roughly 1 year. We went out of state to ******** to visit family on 3/5 and her meds were lost either on the flight or in the airport. She contacted them repeatedly over the first few nights in ** and no one responded for roughly 48 hours. It is also worth noting that these contact attempts were made during the week during regular business hours. They do not respond, nor do they answer the phone for their customers. So instead we went to a local ************ to have them try their luck in using the special phone line for pharmacies only to discover they dont answer that line or return those calls either. After several days of not hearing back, my wife began to experience withdrawal symptoms and was very ill for the remainder of our trip. She decided half way through to tough it out and quit the meds but this was not a choice she wanted to make, (especially while on vacation) but one she felt forced into by Nurxs inability to provide timely responses to their ************** forward a week and a half, we are now home and she is attempting to cancel her Nurx subscription (which can only be done by contacting them) and they are hassling her only offering to put it on pause. This is beginning to feel like a scam and you all should be ashamed of yourselves. You are in the business of dealing with mental health and you are missing the mark entirely. Please contact me IMMEDIATELY. Cancel her plan and pay her the apology owed. This whole situation could have easily been avoided had you just answered a simple call or message.

  

  Business Response

  Date: 04/16/2025

  
  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: 04/16/2025

   
  Complaint: 23074928
  
  I am rejecting this response because:

  The company has yet to reach out and discuss the issue and proper resolution with my wife.

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

• Initial Complaint

  Date:03/13/2025

  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.

  I started a weight loss treatment plan with NURX. I was charged and shipped HALF of the pills I was charged for. I contacted them for several days with NO response!

  

  Business Response

  Date: 04/16/2025

  
  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:03/12/2025

  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.

  On February 10, 2025 I reached out to Nurx customer service to request pdf receipts of 2024 medication and non-medication transactions-the company doesn't provide this for download within an individual's account.Initially, what I received accurately reflected the transaction datesand amounts; however, payment was incorrectly recorded as "CASH." Nurx is an online business with transactions made via card. It is impossible to pay with cash, so I brought this to the attention of Nurx customer support and again requested correct receipts.The amended medication-receipt was corrected; however, the non-medication receipt that includes the company's support and consultation fees was corrected to the right card-based payment method, but removed all of their support fees for 02.20.24; 05.10.24; 07.30.24; 10.18.24; and 01.06.25; the only fee included on this version was their consultation fee from ********.I again brought this attention to customer support, requesting an amended non-medication receipt that correctly reflects the card-based payment method and their support consultation fees.I did not receive any reply - this has also been holding up my filing of 2024 tax returns as I require this documentation for my ******** the one-month **** this week, I followed up again, this time an entirely new customer service individual responded and sent medication and non-medication receipts that again incorrectly display a payment method of "CASH" as first sent a month ago that have the wrong ************** has been over a month now on March 12, 2025, and despite theirattempts at resolution, the documentation sent to me is never correct or what I ask for and I still do not have access to accurate or reliable non-medical receipt documentation for 2024 from Nurx for my files that correctly include the card-based payment method that includes all their related support and consultation fees.

  

  Business Response

  Date: 04/16/2025

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