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:11/27/2024

  Type:Service or Repair 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.

  Nurx charged me for $69 membership fee / continued care fee, but used my checking account debit card to auto deduct the $69 instead of the 2 authorized credit cards I have saved in profile. They were not authorized to use my checking account debit card, & in fact I had deleted this account as a payment method in my Nurx profile last year, so it should not have been used at all.

  

  Business Response

  Date: 12/04/2024

  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 Answer

  Date: 12/05/2024

  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. They have also processed the refund, & the funds are now available in my checking account.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want Nurx to cancel my subscription immediately. I asked them to cancel it (email and app message), and they have not done it nor there is an option on their site to cancel it. I don't want Nurx to ever charge again my payment method and cancel my subscription immediately. Medication is ALWAYS late. Poor service. My prescription with them is attached. I will seek treatment through a reliable physician. Thank you.

  

  Business Response

  Date: 11/26/2024

  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

  Date:11/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay a monthly fee for Nurx of $69 to access medical care and prescriptions. My prescription for a very important medication has been cancelled for the month of November, with no reply on their app about getting that prescription filled. I have messaged them three times over the past week, with not even an automatic response. I also attempted to call their number, and was disconnected all three times I called. I need this medication or else my health will be adversely affected, and I am disappointed that no one seems to care at Nurx.

  

  Business Response

  Date: 11/19/2024

  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

  Date:11/15/2024

  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.

  Here's the thing. I originally purchased short acting and emergency contraceptive pills (****) from Nurx. Then Nurx customer service talked to me and told me that my insurance didn't have the means to cover the cost, and then I told them I didn't need the emergency pill anymore, just the short-acting pill. The ridiculous thing is that they sent the emergency contraceptive anyway, and then they canceled it for me after I explained the situation to them. Here comes the worst thing, I recently received another chargeback for 159$ which is unbelievable, I went to my bill and somehow there was an additional order for eyelash growth. I never clicked in on this drug and never searched for it, yet the response I got from customer service was that it was in my cart. I never searched for anything about this medication at all, how did it end up in my cart? And let's take a step back, if it's in the cart, are they allowed to ship it without confirmation of the order and deduct the payment without authorization? That's just plain ridiculous!

  

  Business Response

  Date: 11/21/2024

  Hi Zhechen!
  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.  To better understand your concerns and work towards a resolution, please contact us through the app.
  
  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:11/14/2024

  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 submitted a med request with Nurx on Wednesday, 11/6. Now, over a week later, my request still had not been resolved. I was messaged back on Tuesday, 11/12, by the provider. I messaged back quickly with an answer that morning. Two days go by. In those two days I emailed Nurx customer support asking what was going on. I did not hear back. I emailed the next day requesting a new provider. I did not hear back. Today, Thursday, I messaged the provider and then called customer support. The first ****** I talked to kept interrupting me when I was explaining and would continue to talk while I was talking. She then told me I was being disrespectful and that the call was recorded. When I said it was wrong to put multiple days between responses she told me simply that providers have more than one patient. That is fine. I was also told they dont do refunds. What isnt fine is continuing to put multiple days between responses to resolve this request. Eventually, this *** hung up on me. I called back, the next lady told me the first one had technical difficulties. Thats a lie. I said this was unethical, asked for a refund and I was hung up on. The second *** told me I would get a refund. I do not feel I would get fair, unbiased care after inquiring multiple times, calling out the long wait times and then requesting a new provider. When I was told that I should expect a response in ***** hours, thats the MAXIMUM time I should be waiting. It shouldnt be the norm. If it is, cap the number of requests per day so they can be handled appropriately or hire more providers. Dont make a patient wait days in between responses and then treat them like theyre out of line for saying it isnt right. I was upset with the way I was being spoken over, told there was nothing she could do and the history of the last week in waiting. It is unethical and the process this is being done is not working. I had good experience with Nurx previously and this was so disappointing from every angle.

  

  Business Response

  Date: 11/18/2024

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

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22558987
  
  I am rejecting this response because:
  I still havent received a refund. 
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/21/2024

  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
  ******************************
  
  

• Initial Complaint

  Date:11/13/2024

  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 10/28/24 NURX charged me for a medical consultation fee. The medical consultation contained potentially harmful misinformation to my health. The provider was fixated on one issue but was not hearing my larger concerns. I have a history of Ovarian Cysts, which have almost killed me in the past. The provider wanted to switch my birth control and told me the new progestrin type would lower my risk for Ovarian Cysts. After doing my own research, I found the opposite to be true through several credible websites and through the opinion of other professionals. We were discussing ************* specifically and the provider never warned me that this pill actually INCREASES the risk of Ovarian Cysts, not lowers them. I made my concerns known several times but the provider was not efficiently acknowledging them. I believe if I would've taken the information they gave me at face value and moved forward with their treatment plan, I would've ended up back in the hospital, or worse. This is not a safe company to trust with your health. I want my money returned to me immediately.

  

  Business Response

  Date: 11/15/2024

  
  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 Answer

  Date: 11/15/2024

   
  Complaint: 22549591
  
  I am rejecting this response because:
  I have not received a refund. 
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 11/20/2024

  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.  
  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
  ******************************
  
  
  

• Initial Complaint

  Date:11/11/2024

  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.

  We put in a request for an telehealth appointment with **************************. We were charged $40 for an "upcoming" appointment. But no one ever got back to us regarding this appointment and the appointment was never completed. We keep asking to get an update and we get no response.

  

  Business Response

  Date: 11/13/2024

  Hi Lilah!
  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
  ******************************
  
  

• Initial Complaint

  Date:11/09/2024

  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.

  10/28 I placed my first order for face cream from Nurx. It was supposed to be delivered 11/1 and it never showed so I contacted informing them. They asked to redo the order which I approved but I advised if they were going to charge me again just to cancel and refund the original transaction. 11/8 they charged me again and HAVE NOT REPLIED TO ANY OF MY INQUIRIES. I want my money back and an apology for taking my money against my word.

  

  Business Response

  Date: 11/13/2024

  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

  Date:11/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted a provider once already and was told my account and credit card were closed and cleared, then 5 months later I've been randomly charged again out of the blue they did it once back in August as well, I've been fighting them to get my money back but I haven't gotten a single reply, I'm also currently deployed so I don't have much time to fight them further it's rather frustrating.

  

  Business Response

  Date: 11/11/2024

  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

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started om Nurx 8/30/24 for their mental health service. My first bottle of medication was shipped and received 9/13. This is the only time I ever received their mail order service. After that; providers took one full week to answer any question, resulting in me almost running out. A kind nurse sent a 30 day refill in to my local pharmacy on 10/9/24. Ever since then, providers again have taken a week to respond. My next refill that was for 11/4 went from processing to cancelled 3 times. I have told them multiple times to stop canceling and putting the medication on hold, although they continue to do this many times. I was charged $5.44 for medication that was processing, but has been cancelled. I now have 3 days left of medication. I only received the mail order once. There has been hardly any services rendered. I am constantly waiting 5-7 days for a response. Due to the slow response time, the medications are not refilled and sent out in time. I am seeking the $5.44 refund for medication that processed and was cancelled. I am also seeking the $69 most recent fee. Because no medication was given. I had to wait a week for every single response for a provider. This is abssolutely horrendous service. If they fail to give the 2 refunds, I will need to do a chargeback with my bank. Obviously I am seeking closing my account as well.

  

  Business Response

  Date: 11/07/2024

  
  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 Answer

  Date: 11/08/2024

   
  Complaint: 22515019
  
  I am rejecting this response because: I would like confirmation that I will not be charged the $69 fee. As no services and poor service was rendered over the last month. It took providers a week to answer me back. My medication went from processing to cancelled times because nobody could respond in a timely manner. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 11/12/2024

  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
  ******************************