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:08/27/2023

  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.

  Shady business practices. I spent an exuberant amount on this service and meds without any results and when tried to let them know I got ghosted. I went on the website with a known acne medication in mind that I know worked for me in the past when I had breakouts with an attempt to request it. The medications that was given to me by the provider only treated with rosacea without tackling any of the acne, which is why I requested this service in the first place. I feel like the provider did not acknowledge my request to treat the acne, she seemed to focus on the roasacea and made me do a whole roasacea treatment route (I had to cancel my request for the acne, and override the warning in the app). She ignored me when i tried to make her address the acne too. Due to her adamant manner, I thought it would be ok to follow the treatment plan which included not one but 2 new medications and it didnt work at all.Tried to cancel on the app but there's no way to do so.When i tried contacting the staff via message and email and they only got back to me after 3 days of trying. Horrible customer service agent didn't even address my treatment progress nor my complaint and just said it was not something they would refund and cancel. I couldn't even find the receipt of my payments in the app, I had to comb through my bank statement to find it.This whole experience is screaming scam to me.

  

  Business Response

  Date: 09/02/2023

  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: 09/02/2023

   
  Complaint: 20527689
  
  I am rejecting this response because:

  The company contacted me to inform me that they are not granting my request for a refund. Instead, they have only offered credit for future business with them, which does not come close to covering the cost of any aspect of their service. I have lost confidence in their customer service and the quality of their services. My complaints about the services have not been taken seriously, and they did not address them in their response. I believe this complaint is valid, and I believe the company should be subject to a investigation for fraud.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/06/2023

  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: 09/06/2023

   
  Complaint: 20527689
  
  Hi ******************,

  I have attempted to communicate with you as well as the customer team multiple times without being heard. It saddens me to know how little this business cares for their clients and keeps repeating the same prompt without any actual resolution as evidenced by the communication here. Once again, I do not plan to continue any further business with Nurx since it appears to be a poorly run business and will only credit me if I give into the coercion of continuing to pay them for their services.

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

  

  Business Response

  Date: 09/14/2023

  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: 09/14/2023

   
  Complaint: 20527689
  
  I am rejecting this response because: I have not received a refund, company refusing to answer messages for proper resolution, repeating same messages in every response, even on BBB. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/26/2023

  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 ordered my birth control prescription through NURX, paid my $25 for my 12 refills for the year. At first they refused to send them to my insurance company so that I could have them delivered to my house for free. Then they sent over one prescription. Ive been off the meds for a few weeks now, *** sent several messages and have not had a response back in some time. I was told 11 fills were sent, my insurance has not received them. NURX refuses to even contact and communicate with my insurance company as well. I have NOT received the goods I have paid for. I have also found out that I will be charged $3 extra per month for their customer service who doesnt even respond. I also was under the impression once all fills were sent, then that was it and I wouldnt need to keep contacting them or using their app for the medication I paid for. This company is just trying to take as much money as possible without providing promised goods. Luckily its not anxiety medication or depression medication theyve made me quit cold turkey. But I am no longer going to be using this company. As someone who also works at a pharmacy, the practices of NURX are borderline illegal, and I believe if these issues continue further, a class action suit might be necessary.

  

  Business Response

  Date: 09/01/2023

  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:08/22/2023

  Type:Customer Service 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.

  My birth control was arriving late multiple times so I requested my prescription be transferred to my local pharmacy. Nurx asked for the information of my local pharmacy but they have not transferred the prescription even after several days. I contacted my local pharmacy and they tried to get my prescription transferred to them. Nurx told them that I had no refills left and refused the transfer even though I have several months worth of refills left. This has all been very frustrating and I will be canceling my Nurx subscription if my prescription is not transferred to my local pharmacy.

  

  Business Response

  Date: 08/29/2023

  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: 08/29/2023

  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:08/21/2023

  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.

  They shipped and billed my credit card for a prescription refill, despite my asking them to cancel it. I responded a little over an hour after receiving a "prescription refill pending" notification asking them to cancel it as I do not need this medication at this time. 30 minutes later they sent a notification saying they shipped it anyways. It took 4 days to get a response via their messaging app, their phone number is not valid, it disconnects you immediately, and they refuse to give me a refund. I did NOT authorize this transaction, I did NOT authorize automatic refills, and they did NOT give me any notice that an automatic refill was pending. They have billed me $93 for a medication I do not need. This is not appropriate and I have demanded a refund multiple times with no response.

  

  Business Response

  Date: 08/29/2023

  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: 09/02/2023

  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:08/21/2023

  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 August 1, 2023, I downloaded the app Nurx to buy birth control. On a advertisement via Instagram it said I could buy birth control for $25. 2 days later a medical provider reaches out to me and asks me if I want to continue Cyred as my choice of birth control and I agreed. On my bank statement which I have attached below shows that I was charged for it. The next day they switched my birth control to something completely different than what I paid for and tried to charge me $60 for it. I made sure that transaction did not go through because I did not give anyone permission to switch my birth control. For weeks I have not recieve the original birth control I paid for and I made it clear that I wanted a refund since it was clear I wasn't going to get what I paid for.

  

  Business Response

  Date: 08/29/2023

  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:08/18/2023

  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.

  NURX is a subscription-based online pharmacy.I signed up for a subscription and placed my first order back in the spring of 2023. I received my first order and relatively consistent responses to questions during that time.On 8/14/23, I received an email stated they were preparing my refill for processing and that if I wanted to alter the refill date or act on my account, I would need to manage my subscription either thru their website, app, or by calling their customer service number.I have done all three no less than a dozen times in total. I have sent multiple messages thru their app, two emails, and tried their advertised phone approx. 15x. I have also reviewed them on Trust Pilot and disputed the charge with my bank.Other than automated updates to my order as it moved thru their system, I have received no response to this issue. Furthermore, the company not only will not allow you to manage your subscription online, you cannot remove your funding source information or cancel your account.I noticed in reading reviews on BBB, NURX uses the exact same automated response here as they do on Trust Pilot. This response provides no useful information and because they do not have a working number or respond to any form of messaging, issues cannot be resolved.

  

  Business Response

  Date: 08/23/2023

  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: 08/29/2023

   
  Complaint: 20491492
  
  I am rejecting this response because:  After days of no response, on August 18th, a representative messaged me stating they had cancelled the order and a refund was being processed.  To date, nothing has come through, so I reached back out to NURX for a status update.  ******* wasn't very friendly, but said she couldn't find info regarding a refund submission.  According to her, she submitted a refund request that will take 3-5 additional business days.  Because of this experience, I can't be sure of anything promised by NURX, but I do have an open and active dispute with BoA over the transaction.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/29/2023

  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:08/16/2023

  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 tretinoin. The postal service appears to have lost or delayed this package, meaning climate control is not assured at all. I am concerned my tretinoin has been in the heat for this whole time which may render any delivery I do receive less effective. I have messaged twice with no response whatsoever. I need assurances I will get my product in working order, via actually receiving the product in working order, or I need a refund.

  

  Business Response

  Date: 08/22/2023

  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: 08/22/2023

   
  Complaint: 20482303
  
  I am rejecting this response because: I have been told a couple times since this complaint was lodged that someone would help me and it has not happened. Since support did not respond to me I messaged the ******** account in hopes of getting help somehow. Instead of being helped,  my order was canceled on 8/20 without explanation or response. Please see attachment with proof to that effect. I am in need of a message stating when I will receive my order with assurances I will not be charged again for it. If this cannot happen then I am requesting clear communication of a refund and when that will post. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/23/2023

  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:08/16/2023

  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.

  Date of transaction: 8/16/2023 in the amount of $93.00 I received a message through their app on 8/15/2023: "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."This implies that I could cancel my order. Through their messaging app, I responded, "Cancel order" to which I got a response of, "We thought this information might help you: How do I cancel? Thank you for letting us know! [I've changed my mind!]"Their phrasing: "Thank you for letting us know' implies that they understood my cancellation. I also followed up with the message, "Hi - I am switching medical providers and would like to cancel my Nurx account." This was directly copy-and-pasted PER THEIR DIRECTIONS on how to cancel my account.Then, a day later I received a message stating my card was charged and my order shipped.There is NO REASON I should be unable to say that I am not paying for a product before it is filled or shipped. They proceeded to ship the medication and charge my account without my permission. Also, I NEVER gave feedback on how I reacted to the medication. The medication caused redness, pain, and itchiness, and I discontinued use. Nurx assumed I needed more medication without a proper assessment - this is a terrible practice for a healthcare company.I did not authorize automatic billing for this medication, nor did I authorize automatic shipping. I was under the impression that the subscription was for medical services, not products. It does not matter whether they asked for my feedback, as a healthcare provider, you will never continue to fill and prescribe a medication without proper assessment. If I were to never respond again, I should never receive more medication. I would be surprised if this is not already a law or grounds for malpractice.In no way is this acceptable from a supposed healthcare company. I should not be forced to pay for a medication that I don't need nor want - and certainly not a medication which gave me a rash.

  

  Business Response

  Date: 08/22/2023

  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:08/16/2023

  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 have submitted my PrEP assessment survey so I can get refills. I was initially told to consent them for $30 for swaps so I can send them to LabCorp. I consented. The next they did was to order the home kit in which I was made aware this going to be LabCorp. I immediately message them to opt for LabCorp. They immediately sent me a **** tracking number for the home kit and THEY COMPLETELY IGNORED MY REQUEST. This has been the second complaint I have. The first was the lack of timely response and ignored my request to send the script to my local pharmacy. Nurx has never been transparent about the process and never respects the options from their customers. I asked to have my tests done at LabCorp and send the prescription to my pharmacy of choice. They said in their FAQ that I can do them. They only did what they feel like without asking me for alternatives. False hopes and false customer treatment especially ***************************** RN who is not responsible enough to ensure what I need is already set. I don't know if she's an actual medical professional and I don't know why Nurx is still in business.

  

  Business Response

  Date: 08/22/2023

  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:08/15/2023

  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.

  I have been using Nurx to receive Sertraline for over a year now. For multiple months (8/2022, 6/2023, and now 8/2023) I have had to reach out via messenger regarding not receiving my medication on time without any warning. I have had to go as far as messaging customer service on instagram to receive a response to my in-app messages. This current month I have not received my medication without warning, and have now had to go without a full dose, or any dose, of medication for multiple days. My messages to customer service have not been replied to. This is incredibly dangerous to be going through complete withdrawal of mental health medication. I worry for others as well whom are on this medication with this company who may suffer from serious anxiety or depression, as going through withdrawals without being weaned off the medication by a medical professional can result in very serious consequences. I feel in my circumstance, the damage is done, and I am not exactly sure how the company with resolve this issue, without overnighting my medication to me, as I am already without.

  

  Business Response

  Date: 08/22/2023

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