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Business Profile

Dermatologist

Apostrophe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dermatologist.

Complaints

This profile includes complaints for Apostrophe's headquarters and its corporate-owned locations. To view all corporate locations, see

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Apostrophe has 2 locations, listed below.

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    • Apostrophe

      2269 Chestnut St. 523 San Francisco, CA 94123

    • Apostrophe

      787 Munras Ave Monterey, CA 93940-3128

    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 30 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      Type:Product Issues
      Status:
      Unanswered
      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 notified on March 12, 2025 that a refund was being issued to me from Apostrophe in the amount of $175, and being sent to an account that has been closed for at least a year. In my continued contact with Apostrophe, they continue to insist that they can only issue the refund to the closed account. They refuse to provide any alternate solutions. From my stance, this is theft. I fail to see how there is no workaround or process where a supervisor could approve the payment being sent to a different, open account.They continue to tell me to call the bank, which I have, and have now had two bank reps state that the refund would not be accepted to a closed account, and that the money would have been returned to the business.All I want is the return of the money to my current bank account. The business is closing in just a few days and they have drug this process out for almost a month and offered no alternate solutions, just "we can only send the money to the original payment method".Also, at one point my original help request had gone unanswered for 4-5 days after I had stated to them that I had called the bank and that the bank stated they could not do anything, so I send a separate help request titled "Formal Complaint". I have attached a screenshot of the business help chat main page, which used to show two help requests, but the separate request has been removed, presumably because no one ever responded to it. When I attempt to open the existing help chat, I'm given an error message.Also, I have included screenshots of the receipt from when the credits were purchased as well as some of them being used, resulting in the remaining amount owed back, as well as messages and the last follow-up message as proof that I am the owner of this account and the person the money is owed to.

    • Initial Complaint

      Date:03/28/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 am owed a refund for their services have closed down. I paid 150 for three months and only received one month of treatment

    • Initial Complaint

      Date:03/26/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 not notified of Apotrophe's sudden and abrupt closing. I found out through happenstance on a social media post on Instagram. This is a pharmacy and I have been relying on getting my medication on them for a very long time. To not even notify their customers through email or regular mail is a shameful practice and a bad business practice. I understand that business, His and Hers, bought Apostrophe and I didn't receive any notification of any kind from them either. This is incredibly disappointing and now I need to search for a way to get this prescription I have relied on for years filled. With very little notice. A pharmacy should have more respect for their customers than this. View their Instagram page for comment left by other customers with the same complaint.

    • Initial Complaint

      Date:03/13/2025

      Type:Sales and Advertising 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 was wrongfully charged before I even had a chat with a doctor or was given a prescription. I was on the website trying to get a medication for my acne. While i was making the account and answering questions it asked for a ****** account and charged my account right away before I even excepted a charge. I never received any medication or a prescription to anything. The website doesn't let me even login as my account was never fully made. I would like my money back as I never received anything or spoke with a doctor. You need to make it clear while signing up that you are automatically charged before rendering of services of any kind !

      Business Response

      Date: 03/18/2025

      Hello ******,

      Thank you for coming to our website for your skincare journey.  If you would have done a password reset, you could have logged in and seen the Doctor requested photos of your skin, which they do require before prescribing, as stated during your consultation.  

      You are charged during the consultation process and the $75.00 is applied towards the medication which is prescribed.   Since you did not finish your consultation, I have refunded your $75.00.   You should see the refund within 3-5 business days. 

      In the future, this could have easily been resolved if you would have emailed through your account or to our customer service email.  I do not see any contacts from you at all.

       

       

    • Initial Complaint

      Date:03/11/2025

      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 2/27/2025 I set up an Apostrophe account. I paid for a 3 month supply of ************** ($48) and ********* ($75) . I received my package on 3/7/25 the same day Apostrophe sent an email that they were shutting down, effective immediately. I set up a treatment plan under the assumption of continued care, had I been advised Apostrophe would not be able to uphold their end of the treatment plan I would not have initiated their services.

      Business Response

      Date: 03/12/2025

      Hello,

      As you heard, our services are transitioning to Hims and Hers.

      We understand that this change is unexpected, and we have guided our patients on how to transfer prescriptions and If youre interested in exploring Hers Skincare, how to begin that journey. 

      At this time, we will not be processing refunds for treatment received. 



      Customer Answer

      Date: 03/13/2025

       
      Complaint: 23051293

      I am rejecting this response because: you accepted new patients and started new treatment plans with the knowledge that you could not provide continued care as you were transitioning platforms. Customers, especially new customers, should have been made aware of this planned transition so they could consider other platforms or routes that could provide continued care.

      Sincerely,

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

    • Initial Complaint

      Date:03/06/2025

      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 have been subscribed to Apostrophe for over a year, in which time the ************* + ********** formula was prescribed to me and is the ONLY thing I have ever tried that actually reduced the severity of my rosacea. I paid $20 on 4/2 for their online followup a required cost in order to be able to renew and re-order the next refill of my prescriptions. Its now 4/6 and they have abruptly cancelled half of my order and announced they permanently discontinued the ************* + ********** formula. They have provided no alternative option for continuing treatment, and the only way I can be re-evaluated is to pay another $20 for another virtual followup, which Apostrophe should 100% be offering for free for consumers affected by their abrupt and damaging decision!In addition, they initiated a cancellation of my other auto-refills without my knowledge, which would have provided discounts on current and future formula medications. I did not consent to this cancellation.

      Business Response

      Date: 03/10/2025

      Hello,

      Due to the nature of the closure, we had already processed a refund of your shipment, as well as the consultation fee.  You should have received separate emails confirming these.  I have also resent them coming directly from Stripe. 

      Our services are transitioning to Hims and Hers. We understand that this change is unexpected, and we appreciate you reaching out. Apostrophe is no longer offering services as we transition to exclusively providing Hims & Hers Skincare. This decision was made to provide high-quality skincare solutions to our customers.

      If youre interested in exploring Hims & Hers Skincare, kindly click on the link below to begin. 
      Hims: ******************************
      Hers: *********************************

      For those customer who have compound formulas, ITC Pharmacy may be able to fill your current compounded topical treatment. Their phone number is **************.

      If you have any questions or need any assistance with your Apostrophe account or prescriptions, were happy to help.  

       

       

    • Initial Complaint

      Date:03/06/2025

      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 signed up to get a consultation and my appointment was denied by the provider but i was still charged almost $100. Since i was denied id like a refund back! Please!!!

      Business Response

      Date: 03/10/2025

      Hello,

      In review if your account, I do see you went through a consultation and at the time, we do not treat in ***  If we are unable to treat, we do refund our customers.

      You were refunded on March 7, 2025.  I have emailed you a receipt of your refund.

       

      Thank you

       

       

    • Initial Complaint

      Date:01/24/2025

      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 submitted a follow-up requesting ************ ONLY on 1/18/2025. I explicitly said in the follow-up that I would not need more ********* since I just got a bottle shipped to me in December 2024, which is supposed to last until at least end of February/March. Thus, my ********* auto fill should not have been until February/march.After the 1/18/2025 follow-up, I got an email saying my prescription was ready and I noticed that another bottle of ********* was added along with the ************...I checked out with the ************ only on 1/20/2025 and deleted the *********. I then sent a message the same day (1/20/2025 3:33pm) saying I don't need the ********* and explicitly said I wanted to cancel it and told you guys not to ship ***** the time the care team got back to me, they said it had already been processed and shipped...I did not consent to this purchase. My ********* auto-fill date was not supposed to be until February/March (as mentioned above I already had a bottle from December 2024), I did not consent for the autofill date to change to January.I explicitly told Apostrophe that I did not want the extra ********* prescription. They should not have charged my card 75$ for a medication I refused. I want a full refund.

      Business Response

      Date: 01/27/2025

      Hello ****

      In review of your account, all cancellations are processed by the customer through their account, which require 48 hour notice, as stated on our website.  

      I do see that your order on Jan 21, 2025 was not cancelled prior to shipping.  You submitted an email to our Care support on Jan 20, 2025 requesting to cancel and they responded with instructions on how to do so, if it was available.  Your order was already processed, which is why your next fill date of April would have been the only one available to cancel. 

      Typically we do not refund for orders that were already dispensed just like a Pharmacy does not refund dispensed medication.   I have made an exception and refunded you.  I have also requested an email verifying the refund be emailed to you directly.

      Let me know if there is anything else we can do for you.

       

      Customer Answer

      Date: 01/27/2025

      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,

      **** Loc

    • Initial Complaint

      Date:01/19/2025

      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 was charged 75$ just to create my account, reading from everyone else I've found this is not normal, its only supposed to cost 20 dollars for a consultation then you are charged once you buy your prescription. I was charged 75 dollars and didnt even order any products, I have no subscription. Please refund me the money, I shouldnt have been charged this amount.

      Business Response

      Date: 01/23/2025

      Hello *****,

      In review of your account, I do see you provided all information for the Medical Consultation and were prescribed treatment for concerns.   We are a Telehealth platform and as you proceed through the website, we tell you at what point you will be charged.  You are not charged, until prescribed, which you were on January 18, 2025 for $75.00.

      In further review, I also see your Ssubscription medication has been canceled and you were refunded on January 20, 2025.  You should see that credit in 3-5 business days.

      I wish you well on your health journey.

       

    • Initial Complaint

      Date:12/30/2024

      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.
      I saw email saying my auto-refill order has been processed on 12/27/2024. I tried to contact customer support so they can cancel order because I don't need it and don't want it, haven't received answer since . I message them so they could cancel the order but havent got proper reply besides the automated reply. I've already canceled future auto-refills and I want to cancel processing order (order number 2093AB9eoLo ) and get full refund of $75.

      Business Response

      Date: 01/07/2025

      Hello Sandyha,

      I am truly sorry you are unhappy with the treatment you have received from Apostrophe.  

      While researching your account, you processed a self-cancellation, through your account on 12/27.  You were able to turn off the auto-renew feature on the account, for future shipments.  However, this was done the same day your shipment was generated.  You sent our ************* an email on 12/30 and we responded within 8 hours.

      As per our website, as well as the Terms and Conditions you agreed too, upon sign up, we require 48 hour notice prior to a shipment processing to cancel your order.  Since the order was already processed and shipped, we are unable to cancel, refund and we can't accept returns on dispensed medication. 

      Please accept our apologies for any inconvenience caused, and I am sorry that we are not able to assist you further with this request.

      .

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