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:02/05/2023

  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 been a customer with ********************** since September 2022 for birth control. My first experience was good, told them the brand/type I was prescribed before, it was review quickly by their healthcare team and I received my prescription. It was free because of insurance which I provided them copies of. Every month went smoothly Id get text when my prescription was being shipped, got it on time and it was free with insurance. Fast forward to 1/10/2023. I received a text that it was under review then nothing. I noticed I was getting low (about 2 weeks left) so I messaged Nurx on 1/31/2023 and nothing for 3 days and me sending multiple messages. I received a response that they were cancelling my order because my insurance wouldnt cover it being shipped and I had two options, pay $30 or send it to a local pharmacy. I provided all the information requested to send to a local pharmacy that day 2/2/2023. The response is it would be reviewed and Id get a notification soon that it was sent. Ive now sent multiple messages and as of 2/5/2023. No response and no prescription. As anyone could imagine getting low on a prescription you take every day is stressful, it is not only to prevent pregnancy but also to help with hormone balance and something I need. The non-responsiveness and inaction of this health company is frightening. Ive checked social media and I am not the only one having this issue which is also scary. I just want my prescription.

  

  Business Response

  Date: 02/06/2023

  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.  
  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: 03/06/2023

  I submitted a complaint about Nurx in February about them not responding to a birth control request then cancelling the prescription with any warning. I thought I had got it worked out. They said my insurance wouldnt cover their pharmacy and shipping so asked if Id like it sent to a local pharmacy. I said yes, got my prescription and they did 7 refills on the prescription which is on auto refill with my pharmacy. Then this month I was charge $3 from Nurx. They said its a service fee that will be charged every month. Something I never agreed to or was even told about. They arent doing a service they already sent the 7 refills. This company is such a scam and something needs to be done to stop them. They are taking advantage of people trying to access medicine. 

  

  Business Response

  Date: 03/06/2023

  
  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
  
  

• Initial Complaint

  Date:02/05/2023

  Type:Order 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.

  Two weeks ago, I did not receive my refill and contacted Nurx. Ive been on the same birth control using Nurx for 2 years and had indeed gotten one rush prescription 2 weeks early in August. They said I would not receive birth control until late February, leaving me unprotected for an entire month. I was obviously concerned of possible pregnancy and impact on my body and even completed the survey to renew my prescription. I paid the $20 consult fee and still got messages and texts to complete the same survey and pay the same consult fee while still communicating and confirming I had done so. I was forced to get birth control elsewhere due to their lack of responses and care for my concern, and even still received a text to complete the survey again rather than any contact from Nurx themselves. I would like my $20 consult fee reimbursed since clearly it was not consulted on and I am now 2-3 weeks off of my prescription routine. Nothing has been done by them, no communication since I addressed my completion of the survey and no renewal of my prescription. Very disappointed and saddened after trusting them for 2 years but clearly they do not care.

  

  Business Response

  Date: 02/06/2023

  
  Hi Ally!
  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: 02/09/2023

  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:02/04/2023

  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.

  13 days ago Nurx sent me a message saying my next 3 months of birth control was being processed and will be delivered by February 3. They said there was nothing I needed to do and that they had it taken care of. It is February 5 and my order still says it is being reviewed and hasnt even shipped yet. Their website says 24/7 customer support, however that is false. I have sent multiple messages and an email stating my concern for my health if I dont have my medication by tomorrow and I havent heard a single thing from them and my order is still under review. I am livid as this is going to mess up my entire cycle and my acne control. After I get my next shipment I am never using this company again. They are unreliable and I now have to worry about my health as a result. Shame on Nurx.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:02/03/2023

  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 had a routine order for medication I have been receiving from Nurx for over a year. The order was placed on 12/28/22 and was supposed to be delivered by 01/09/23. However, the order was placed under review. I received no communication about the order being placed under review. It wasnt until a checked my account to track the package that I realized my medication had never shipped. I have messaged the company twice since learning my order was under review and I have received no response. I also called the company three days ago to try and resolve the issue. I was able to speak to a representative and they were only able to send a message to the medical team regarding my order review. I have yet to receive a response from the medical team, even though my request was allegedly expedited. My medication is already late and I am incredibly dissatisfied with the lack of response I have received. I will likely be discontinuing my service after my next order. The lack of communication is unacceptable. I need a provider that can reliably provide the medication I need.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:01/31/2023

  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 signed up for Nurx for assistance witj my mental health. It was advertised and promt and convenient service. I had to pay $65.00 up front which was not informed to me was non-refundable or for "just speaking" with a representative. It has been a week, and I have only received a handful of replies. I was not provided prompt services, and I was not provided adequate services. They did not listen to my concerns, and nor seem to give genuine tailored care. They did not provide the service they advertise, and I would like a refund of my $65.00 as I did not receive the help I was lead to believe I would receive.

  

  Business Response

  Date: 02/06/2023

  
  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.  
  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:01/31/2023

  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.

  Ive been trying to cancel my subscription for a week. *** stayed on the phone for ages and cannot get a response. Ive messaged, Ive emailed, no response. Im being charged hundreds of dollars for meds I dont want and was never told the price of before they were charged to me. Id never have agreed to their prices and do not want them to keep sending me medicine. I want to cancel but cant because they wont respond!

  

  Business Response

  Date: 02/06/2023

  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.  
  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: 02/13/2023

   
  Complaint: 18957156
  
  I am rejecting this response because:
  

  They do not keep their word. No one ever reaches out with anything meaningful or with any **************'s always, "We're so sorry to hear that, someone will respond soon." No one ever does!
  

  
  

  
  

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

  

  Business Response

  Date: 02/16/2023

  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: 02/16/2023

   
  Complaint: 18957156
  
  

  I am rejecting this response because:

  
  

  The only resolution we've reached is the charge back AmEx gave me because y'all wouldn't respond to them either. I haven't gotten a message from y'all in 6 days, and that one was only to tell me that you'd be in touch soon. I get tons of messages saying, "Someone will reach out soon!" but no one ever does. Rinse and repeat. Thankfully AmEx is more responsive and cares about their customers. It's because of them that I've gotten my money back, not because of y'all. Y'all just send the same canned messages over and over, with no meaning or follow through.
  

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

• Initial Complaint

  Date:01/30/2023

  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 previously used this company for birth control services, specifically pills. I recently decided to return. I logged into my old account and sent a message to initiate. They said I needed to re-initiate the process including upload my new ID and pay for the medical consult. I uploaded ID. No response. Reached out and they said they cant see it on their end. I told them I replied via the text they sent me which said I could reply to the text with the card. So I resent and waited. No response so I reached out again. They said they still couldnt see it so I sent pics showing where it was texted and sent a 3rd time via the portal rather than the text. During this time I expressed frustration with the level of service including the delayed/lack of responses to which they acknowledged the delays and stated they were due to increased interest and customers. I also stated that so much time had passed that I felt I would have to dispute the charge for the consultation because Im nowhere near close to receiving a prescription or service. No response. I waited another 5 days before logging in againI feel like Ive been incredibly patient. Still no update or info. Just says pending or under review. They have charged my card but have refused to provide a service.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:01/29/2023

  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 received an email on 1/01/23 to renew my prescription with Nurx and immediately did so the same day. I was also charged a $20 fee. The message I received on the same day that I renewed stated that a member of their team would reach out in a few days once they have reviewed my updated information and history. On 1/28/23, I did reach out to see if there had been any progress with my renewal and I was informed that if my prescription has not been renewed within 7 days before the expiration date that I should again let them know. My prescription expires on 1/31/23. Today is 1/29/23 and I have yet to receive any confirmation about my prescription renewal. I feel as though I have wasted money for a service I have yet to receive. I completely understand delays, but the lack of communication from this company is very frustrating.

  

  Business Response

  Date: 02/06/2023

  Hi Dazja!
  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:01/29/2023

  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.

  The company failed to fill my prescription, nor would they answer my questions regarding my pending status, so I cancelled my subscription and asked that they deactivate my account, as I signed up with another provider. They responded over a week later, said they didnt know why my subscription was cancelled after I wrote to say I cancelled it and wanted my account deactivated, and Nurx renewed it without my consent, and now I cant cancel independently, and it is impossible to get a human on chat or on the phone, they are all bots. Ive been using this service for years, it used to be great, but now its horrible. Women should be able to cancel at anytime for any reason, and this company makes it impossible, and they also store deleted cards in order to charge you even as you are in the process of cancelling.

  

  Business Response

  Date: 02/06/2023

  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.  
  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:01/28/2023

  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 attempted to use Nurx twice to order medicine. The first time in October. It took weeks to get a response and I was lied to multiple times. First they said they had processed my order and it would ship out. It didn't. I wrote them again, they eventually responded to apologize and say they would send it to my pharmacy since I was out of time and needed it. But again, no response for days at which point I told them to cancel my order because it was getting ridiculous. They deleted my account but did not refund the consultation fee that I had paid. I just let it go.I spent the next couple of months shopping for a new option that offered what I wanted, was available in my state, and accepted my insurance. I couldn't find one so I went back to nurx on January first hoping the first experience was a fluke. It was not. Days and weeks without replies. It is now a full month since I first did my consultation and I still don't have my meds. A week ago I was supposed to get shipping information in order 2 days. I didn't. So yesterday I tried a different company where I had to use cash instead of insurance and that was shipped out today. I contacted nurx to tell them to cancel my order (because they don't provide a way to do it myself) and to refund me for the two consultations I had paid for. They said they would cancel the order but that my consultation fees were non-refundable. It is a scam to take someone's money for a service and not render that service. I wasted 2 months of my life and my money to receive nothing. And it was not my fault. I always responded within 10 minutes of getting a notification.

  

  Business Response

  Date: 02/06/2023

  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.  
  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, ********************** 
  ****************************************