Additional Complaint Information
Customer Complaint:
BBB’s file for Nurx was created in March 2018. A review
of complaints was completed in March 2024. Complaints on file concern issues
with canceling prescriptions and refunds.
BBB encourages consumers to review the company’s links below that details the company’s prescription cancellations and refunds for shipped prescriptions.
https://www.nurx.com/faq/what-is-your-automatic-refill-policy/
https://www.nurx.com/faq/can-i-return-a-prescription/#:~:text=No%2C%20you%20cannot%20return%20a,returned%20for%20resale%20or%20reuse.
BBB encourages consumers to review the company’s links below that details the company’s prescription cancellations and refunds for shipped prescriptions.
https://www.nurx.com/faq/what-is-your-automatic-refill-policy/
https://www.nurx.com/faq/can-i-return-a-prescription/#:~:text=No%2C%20you%20cannot%20return%20a,returned%20for%20resale%20or%20reuse.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company refuses to supply me with a receipt for payments. They were supposed to bill my insurance for birth control prescription but charged my credit card instead. My card has been charged multiple times but when I log in to my account it shows that I have no receipts available. My requests for receipts have been ignored. I have serious doubts about the legitimacy of this company.
Business response
06/25/2024
Hi Gara!
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
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company apparently does not accept my insurance and still charged my credit card. This was on 06/19/2024. They have all my personal information, including my drivers license, insurance information and credit card number, with no way to remove it. I absolutely do not want their services and I have never received services from this business.Business response
06/20/2024
Hi *******!
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future.
Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.
Thank you,
***************************
Director of Customer Experience, **********************
***********************************************Customer response
06/23/2024
Complaint: 21874707
I am rejecting this response because:I have yet to receive a refund of monies owed back to me.
Sincerely,
*************************Business response
06/25/2024
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.comCustomer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I created a Nurx account because I wanted to try a perscription anti-ageing product. After a very brief consultation with a provider, I was charged $93 for a product I did not agree to buy. I was not given the opportunity to cancel my order before it was shipped, even though I responded inside 2 hours. Further, I cannot remove my credit card from the website or cancel my account. I contacted customer support immediately and was told there was nothing they could do to cancel my order.Business response
06/20/2024
Hi *******!
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future.
Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.
Thank you,
***************************
Director of Customer Experience, **********************
***********************************************Customer response
06/24/2024
Complaint: 21873793
I am rejecting this response because I was still charged and the product was mailed to me.
Sincerely,
*****************************Business response
06/25/2024
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.comCustomer response
06/26/2024
Complaint: 21873793
I am rejecting this response because I did not receive a refund.
Sincerely,
*****************************Business response
06/27/2024
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.
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.comInitial Complaint
06/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The company continued charging me after i cancelled my subscription and deleted my card information from the website. They issued a refund but they over-drafted my card so now i have to pay a fee. Im really concerned that they were able to charge a card i had removed from their records meaning they still had that information on file somewhere.Business response
06/20/2024
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
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was inquiring about cost and told them I could not afford and they said call when you can and then took ***** out of my account. They said I had to put a card to get info and then stole *****. I emailed and called please get my 20 dollars back.Business response
06/20/2024
Hi *****!
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future.
Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.
Thank you,
***************************
Director of Customer Experience, **********************
***********************************************Customer response
06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
06/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a nurx telehealth consult out of network and received surprise charges. Nurx can prescribe as many medications as they wish based on the consult and there is no transparency in advance regarding the cost of each medication. There is no option to refuse treatment if you cannot afford it, as all recommended medications are automatically charged to the patient card, without giving patient the option to refuse. I requested to refuse treatment and cancel the order but nurx rep advised it had already been shipped so there is no option to receive a refundBusiness response
06/11/2024
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
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They started I receive consultation but never receive any assistance towards getting birth control.Business response
06/11/2024
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
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ive been a customer of ********************** for about 2 years already, and I have seen the quality of service go down. Ive paid a lot of money for different services and products such as multiple types of skin products, birth control pills, and recently their mental health service. I was shown $59 for a consultation fee and that the medication could be covered by my insurance. I did not see the part where they are asking to pay an extra $69 a month on top of everything just for someone to possibly message and check in. I think this is such a scam and once I found out I immediately told them I do not want this and would like a refund on the consultation because they have messed up my orders before and not responding to my message on time. They have shipped orders without my permission and me specifically telling them not to ship it because the pharmacy had the prescription that my insurance covered. I am very disappointed by their service as I have been a customer of 2 years and would like my $59 back.Business response
06/11/2024
Hi ********!
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future.
Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.
Thank you,
***************************
Director of Customer Experience, **********************
***********************************************Customer response
06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.they have refunded me.
Sincerely,
KimberlyInitial Complaint
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Im filing this complaint due to the fact that on 5/8 and 5/11 I requested to cancel my subscriptions to Nurx. I informed the provider that I was going to receive in person care and to continue with my cancellation. As of 5/24 I noticed I was billed $69 dollars AND received notification on 5/24 that in a few days I would be charged again. I have sent 3 messages on 5/24 during their business hours in the portal where you are to message only to get no reply.Business response
05/28/2024
Hi ********!
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring in the future.
Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.
Thank you,
***************************
Director of Customer Experience, **********************
***********************************************Customer response
05/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, they have contacted me personally in my portal for Nurx with an resolution and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
05/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On multiple occasions attempted to cancel on the website the order prior to even being prepped or shipped there is a cancel option but every time you try to cancel the order there is no availability to cancel it doesn't let you it's fraudulent.Business response
05/28/2024
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, **********************
***********************************************
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Contact Information
Customer Complaints Summary
572 total complaints in the last 3 years.
147 complaints closed in the last 12 months.