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
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reached out to Nurx to obtain a prescription for oral medication to treat Rosacea (redness on my face). The "consultation" I received was horrible and a script was put in for a topical medication, which was not what I asked for since those medications have not helped me in the past. On top of that, I have bought the exact same thing online for $15 before, no script needed. No one cared, and I began having to research on MY OWN, possible Rosasea medications, which I feel like I shouldn't have to do. When I recommended a medication (topical, again hasn't worked for me but I was doing all the work for them at this point), they told me they couldn't ship it to me. I choose Nurx because of home delivery convenience. I cannot go to a pharmacy in person. I expressed this and never received a reply. Basically they took my $40 and left the chat. 2 weeks later I ask for a refund and they deny it, because I received a "consultation" but that consultation (if you can even call a few sentences in a chat box a consultation), was subpar. It offered zero help. They ignored every request and ignored everything I told them hasn't worked for me. The doctors feel like they copy paste replies and never read what the patient is typing
Business response
05/28/2024
Hi Ciera!
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
05/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Nurx has deceptive pricing advertising and charging practices.Tretinoin .1% cream is listed as $30 for a 45g tube, which is similar to what is charged other places. However I was charged $90 for one tube, plus$30 for the consult (me answering a questionnaire and taking selfies to send in) plus $3 service fee.They took all this out of my account under the guise of temporary authorization when in actuality they had no intention of returning the extra $60. I was ignored for days while I message, emailed, and called, until finally I incurred an overdraft charge from auto pay bills. And then when I finally reached ****** being I was told that $90 is their going rate for one 45 tube of .1% tretinoin. Three times the rate any other place charges, and contrary to what their lying online ads say.Steer clear, they are theives.Business response
05/25/2024
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.
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
05/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In reviewing my health benefits my insurance Aetna informed me that they cover nurx and if I filed the claims for the birth control I paid for out of pocket they would reimburse me. However they needed info on the prescription receipts that nurx is unwilling to supply to them or me . Thats $400 the insurance is willing to reimburse that nurx offers me $45 to just ignore . I dont understand how nurx does not have the information needed for the claims when they are supposed to work with insurance companies and would have to provide anyway . I am not getting any help escalating this to get help either . Can someone please help me so my insurance can process my claimsBusiness response
05/25/2024
Hi Swathi!
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
05/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company attempted to scam me out of $25, did not complete the service requested had to dispute with my bank to get the money back, then requested for the account and payment on file to be removed, got a message back saying this was completed months later the account is still active and the payment method has not been removed, requested again and they feigned ignorance and refused to do so. Beware of this company it is a complete scam and they are keeping the information to sell!Business response
05/15/2024
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
05/15/2024
Complaint: 21675913
I am rejecting this response because: no contact has been attempted, I simply want my account deleted.
Sincerely,
*************************Business response
05/17/2024
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
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/26/24 I was charged $40 for Melasmal Consultation; 3/27/24 I was charged $90 for 3 month supply of Hydroquinone 4%; 3/28/24 I was charged $3.00 for Melasma Medical Support. I've used Hydroquinone 4% since 2020 when OTC Hydroquinone products were removed from the ****et. Prior to NURX, I filled prescriptions at local pharmacy for $30/month for *****g tube. When I discovered NURX offered the identical cream for $90/ 3 months, I uploaded photos and paid $133.00 for prescription to be shipped. After my credit card was charged I did not automatically receive a receipt. After multiple requests I received a receipt which indicates "insurance" under Payment Method even though I'm uninsured. On 4/2/24 I received 1 tube of *****g Hydroquinone. On 5/2/24 as I was nearing the end of the cream, I contacted NURX to find out when I could expect to receive my 2nd month tube. On 5/3/24 the reply was: "Thanks for reaching out. We apologize for the confusion. The cost of Hydroquinone 4% Cream is $90 for *****g tube, good for 3 month's supply. Please let us know if you have any additional questions or concerns!" I responded 10 minutes later asking for the formulary justifying one tube being a 3 month supply because based on my experience it is a 1 month supply. On 5/6/24, RN from NURX's Dermatology Team replied: "Our providers do not add refills to the Hydroquinone prescription as the tube sent to you is enough of a supply to last for 12 week course. We will also check in with you around the 8-10 week **** and can make any necessary changes, if needed." NURX takes a "one size fits all" approach to treating Melasma. I should not have to wait 2 months for someone to "check in" when I need for continued use of a topical cream I have used for years. NURX did not provide formulary because *****g Hydroquinone is not a 3 month supply. I was charged $90 for 1 tube for which I normally pay $30. NURX does not provide upfront price transparency and does not give you your prescription.Business response
05/15/2024
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
05/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company charged me $143 for a month of birth control stating my insurance no longer covers my birth control. I was in a pinch and paid but explored other options afterwards. I was able to get my birth control- the EXACT same one for FREE through a different company. Apparently my insurance completely covers my birth control. So Nurx lied.Business response
05/15/2024
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
05/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The business sent me a prescription that was not on automatic refill. When I asked why it was sent to me, all they said was it was too late to do anything because it already shipped. They did not attempt to resolve anything.Business response
05/09/2024
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
05/10/2024
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
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
After a horrible experience with my previous gynaecologist I switched to nurx two years ago and I was extremely happy with the service. They handled EVERYTHING from billing my insurance and sending my prescription out promptly. Fast forward to September of last year, my prescription changed and I was ok with it because I trusted the doctor and I was promised I would continue to not have a period while taking this new prescription. That blind trust came back and bit me in the a** on April 21 when I had cramping so severe that I thought I was gonna end up in the emergency room. Thankfully that didn't happen. I message the doctor and explain what happened and how this was the third time I had gotten my period since switching and that I wasn't happy with it anymore and I wanted to switch back to my old prescription. Over the course of four days the doctor refused to let me switch and gave me no other alternatives. She ended up canceling my service.I have a right to make my own decisions for my health but this doctor had already made up her mind that my rights don't exist and decided to go on a power trip. My body, my choice!Business response
05/01/2024
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
05/01/2024
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, although I fully expect to be disappointed again.
Sincerely,
*************************Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been using the NURX app for over 3 years now to get my reproductive medicines to help with my PCOS. Im about to move to *******, so on 3/28/24, I sent a message to NURX through their app explaining that on 4/23/24 I will be moving to ******* and needed to fill my prescription early and asked how much it would cost as a cash pay patient. The NURX rep have the prices for Spironolactone and Norethindrone, the two prescriptions I had, and asked if I wanted both. I told the rep, in writing, I only wanted the Norethindrone. I let them know I was updating my card info for the payment. Then on 4/9/24, I get a message that they were preparing my medication and it would be charged to my old card number. I realized my new card number was uploaded, but didnt attach to my request. So I let them know I fixed it. They sent a message back the same day confirming that it was updated. On 4/13/24, they informed me that theyre waiting on my response. I advised I wasnt aware I needed to response since they were confirming what I said. At this point, it was 10 days before I was leaving, so I asked when it would be shipped. On 4/14/24 they told me they were processing it at their pharmacy. On 4/15/24, I got a message confirming that an order for Spironolactone was shipped and charged to my card. I advised them I didnt authorize that transaction and only asked for the Norethindrone. I sent them a screenshot of the earlier message confirming that. They informed me they couldnt refund me and I couldnt return the item. On 4/16/24 I told them After my Norethindrone ships, I want all my prescriptions cancelled. They asked why I wanted to cancel. I reiterated that I was moving to *******. Then the sent a confirmation that my prescriptions were cancelled. So I asked if the Norethindrone was shipped. On 4/17/24, I was informed they cancelled my pending order for ************* and was being credited back the charge. It now wont get here before I leave. I take this to help prevent cancer too.Business response
04/18/2024
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
04/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Since there is no automated cancelation process on the website, I used the messaging feature to inform Nurx that I wanted to cancel my subscription and close my account. I was charged again a few weeks later, but my messages somehow vanished from the message portal. I then sent multiple emails to the ********************************** email account so I would have a record of my cancelation request. A representative confirmed my subscription had been canceled in January, but I received a new charge to my credit card in April. When I inquired about why I had been charged again, I was informed that "only my mental health subscription was canceled" and there was no record of any request to cancel my other prescriptions. My messages very clearly and unequivocally indicated a desire to close my Nurx account completely. Now I am wondering if I need to cancel my credit card so this company will stop taking money from me.Business response
04/10/2024
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
04/10/2024
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,
*****************************
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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.