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Nurx
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 625 total complaints in the last 3 years.
  • 147 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 check in regarding my treatment in August. A nurx provider contacted me on 8/19. I did not answer immediately, but when I did, I answered the providers questions and advised her on how I wanted to approach treatment based on the suggestions she made. I got a response from another NURX employee on 9/27 that made it clear that the person who responded didnt read the prior conversation. They did not submit the prescription I asked for, the one that the medical provider suggested (*********). They advised me that they submitted refills for everything I was already taking, and never sent the ********* prescription over, even after I asked for it. They did not address my concern, offer to check with the provider, or send the prescription over. I sent multiple follow up messages expressing my frustration. I got very generic responses that feel AI generated. Theres no way that those responses were from real people, and if they were - Ive lost all faith in NURX. It seems like no one reads prior messages to understand whats going on and no one communicates. Im sick of the generic responses and just want someone to address my needs. Im paying for a service that isnt delivering and Im on the verge of looking for a competitor to go through

    Business Response

    Date: 11/05/2024

    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:10/30/2024

    Type:Product Issues
    Status:
    Answered
    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 overcharged twice by Nurx. Not only do they have shady tactics and contradict themselves but they make it impossible to see your past payment receipts.Most recently, my prescription was paused because they were suggesting I add on other products for skincare. I responded that I did not want to add on other products, I just wanted to continue with my regular prescription. I asked for them to confirm the price with me BEFORE shipping as I did not want to move forward if the price had changed from my first month of $10. Instead, they charged my card $62.72 (two charges of $52.72 + $10) and shipped the product. I immediately asked them to cancel the shipment and refund the payment. Their customer service *** told me that they always message for approval if the charge is over $30. No, they did not message me for approval or I would have declined. They also let me know that because they didnt receive a notice from me about changes to my subscription, it was my fault. But I did message them well in advance of the 48 hours, my subscription was paused while we were messaging so there was no need to process it.I am so disappointed by their lack of customer service and shady practices. I asked for a refund and they refused to fix their error and lack of communication. I would have continued a relationship with this company but now I know they only care about swindling.

    Business Response

    Date: 11/05/2024

    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:10/29/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Subject: ************************************************* from NURX Online Platform Dear Better Business Bureau,I am writing to file a formal complaint regarding a disappointing experience I had with the NURX platform. I paid $65.00 for an online consultation with Dr. ****** **** to receive a prescription for a urinary tract infection (UTI), and the service did not meet my expectations for responsiveness or appropriate care.During the intake questionnaire, I noted that the antibiotic ****** has been the only medication effective for my UTIs, after previously trying three other medications unsuccessfully. Dr. **** initially contacted me for clarification on when my last UTI occurred, and before I could reply with this information (only moments later), I received a notification from my pharmacy indicating that a prescription for Macrobida medication that I had previously indicated was ineffectivehad already been filled.This experience left me feeling dissatisfied, as it demonstrated a lack of attention to my medical history and specific needs. I have contacted the provider to either amend the prescription to ******, as initially requested, or to issue a refund so I can seek alternative care, but I have yet to receive a satisfactory resolution and I now have to pay another provider for the same service.Given this experience, I respectfully ask that the BBB investigate this matter to help prevent similar experiences for others seeking online healthcare services.Thank you for your attention to this complaint. I look forward to your guidance on how best to resolve this issue.Sincerely,***** *******

    Business Response

    Date: 10/30/2024


    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: 10/30/2024

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/29/2024

    Type:Delivery Issues
    Status:
    Answered
    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 October 29th 2024 they charged my card 8 times for $63 which they were only supposed to charge 1 time. They have not resolved this issue

    Business Response

    Date: 11/05/2024

    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. Can you send us a message in the app, so we can further assist you?

    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:10/28/2024

    Type:Product Issues
    Status:
    Answered
    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 paid for a request for care through Nurx. They charged me the consultation fee and then closed out the request with no other action.

    Business Response

    Date: 10/29/2024


    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:10/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 10/14/24 Nurx submitted a claim to my insurance. Billed me $80 copay and $3 fee, stating that my insurance had an $80 copay. Ive submitted proof this is not the case. They refuse to refund the money and have fraudulently charged me.

    Business Response

    Date: 10/22/2024

    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: 10/22/2024

    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.

    Sincerely,

    ******* ****

  • Initial Complaint

    Date:10/12/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 had terrible issues with Nurx. First it took several days for them to approve my prescription, and when asked about timeframes, I was never given an answer. Then, they ship my prescription, and then, **** notifies me that the return to sender had been processed - when no delivery attempt was EVER made to my home. I have tried contacting Nurx through their customer service, which is a paid service, advertised as unlimited on demand service. Sometimes it takes well over 24 hours, and at this point, I have been without my prescription for five days, with no idea as to when it will be shipped out again or if it will. Nurx charged $48 and I have not received any help regarding my prescription issues, and I have been attempting to contact Nurx daily - sometimes multiple messages in a day, and no one is responding with any answers. On occasion, someone will respond, I will respond within the hour, and no one gets back to me. I requested this prescription on September 30. It is now October 12, and I have yet to receive any services that I paid for.

    Business Response

    Date: 10/17/2024

    Hi Audriana!
    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. It’s our goal to offer the best service and we hope to serve you again in the near future.  
    Thank you, 

    Lolita Sanders
    Director of Customer Experience, Nurx 
    [email protected]

    Customer Answer

    Date: 10/17/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 22415821, and find that this resolution is satisfactory to me.

    Sincerely,

    Audriana Wells

  • Initial Complaint

    Date:10/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 10/1 i spoke with someone from nurx and asked that i only be prescribed one product due to the cost and my insurance not covering the others. I received a reply on 10/2 and then not again until 10/8. Neither reply address my concern. On 10/9 i messaged again after seeing the charge for all three items after I only wanted one, the charge for one should have been around $60 but my card was charged $125. I asked to be refunded, offered to return the items i did not request, and reminded the agent that I, in writing, requested only one of the products. I was told I was being hostile and that my refund would "more than likely not be granted".

    Business Response

    Date: 10/17/2024

    Hi Ashlee!
    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:10/05/2024

    Type:Product Issues
    Status:
    Resolved
    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 was on a prescription from Nurx that was being refilled every 84 days. They stated that I would have my initial prescription plus 4 refills. This means I should be charged 5 times. I contacted them after I was just charged again when I no longer have any refills left. Then after checking my account, I found I have been charged 7 times already. Firstly, they don't mention the support fee up front. Secondly, I was told it was going to be charged in cadence with my prescription refills (every 84 days.) When I told them I was charged 7 times instead of 5, they told me it was to cover unlimited access, which is not what I was initially told. They also said the support fee is non-refundable. This is not an appropriate solution to my issue as I have been charged more frequently than they said I would be.

    Business Response

    Date: 10/08/2024

    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: 10/10/2024

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/02/2024

    Type:Product Issues
    Status:
    Resolved
    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 sent a message that a prescription refill would be filled. I messaged back immediately and asked them to cancel. I've sent multiple messages and attempted to reach out in different ways, and my messages are being ignored. They proceeded to ship the prescription, and, again, I sent them more messages asking them NOT to ship. A day later, I got a tracking number. I keep reaching out to them and I get an automated response. I need this cancelled.

    Business Response

    Date: 10/07/2024

    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: 10/08/2024

    Better Business Bureau:

    Nurx reached out to me in response to the complaint and refunded my money. Thank you for your help.  

    Sincerely,

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

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