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Business Profile

Health and Medical Products

Wisp

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 20 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:03/28/2025

    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 looking into buying ************* due to heavy periods and went through the proper avenues on 03/26/2025. I was intending to use apple pay as that is an option. When I used the apple pay, I got an error message on my end and from the Wisp website. I was at work at the time, so i ended up closing out of the order and did not attempt to make a payment again. I then started receiving test messages and emails informing me my order is incomplete, I went back to my cart and I was again instructed to make a payment, which I did not attempt at that time or since. As far as I was made aware, the payment did not go through initially on 03/26/2025 due to the face ID. I then saw a charge on my bank account for ***** posted the following day on 03/27/2025. When I tried to see how I was charged, the website is requiring I upload my DL and I do not feel comfortable with that because as far as I know, I never made a purchase.

    Business Response

    Date: 04/08/2025

    Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding difficulties with an initial payment that did not go through properly, and then a charge that was posted after receiving notifications that the order was incomplete due to lack of identity verification.
    Wisp researched the complaint and found confirmation of the authorization hold on the customer's credit card, pending charges while we were waiting for the user to verify identity prior to fulfillment. We have voided the authorization hold on the card, and sent a copy of the refund receipt to the customer in confirmation.

    At this time, Wisp has addressed the customers concerns.

    Thank you,
     
    Wisp
    **********************************************************************

  • Initial Complaint

    Date:02/14/2025

    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.
    The website advertises prescription in 24 hours or less. I was on vacation trying to get immediate care- other companies offering the same treatment services refused my request, probably because they knew that the prescription would not go through on time. Communication was slow, unclear. I requested on Saturday, and I last received a text on Monday, which by then I was already headed back home, stating my order was cancelled. My agent asked for my new address but I didn't respond, assuming my order was cancelled, and there was no communication until today about a prescription I needed last week. Their refund request form is a ****** Doc. I respect the hustle but I overall think that this is bad business.

    Business Response

    Date: 02/17/2025

    RE: Complaint ID: ********

    Dear ******,
    Wisp **** (Wisp) is in receipt, as of 2/14/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding a delay in service outside of our service level agreement of 24 hours, and a lapse in communication before the service was rendered 4 days later.
    Wisp researched the complaint and found that we were at fault for not responding to the request in a timely manner, and for delays that followed. There was a drop in communication with the customer regarding a four day delay. 
    Regarding the request for a refund, the customer was initially denied, but after further review of the circumstances leading up to the request by the team supervisor, the refund was processed on 2/17/2025.
    At this time, Wisp has addressed the customers concerns and processed the refund requested.
    Thank you,

    Wisp
    **********************************************************************

    Customer Answer

    Date: 02/17/2025

    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,

    **** *****

  • Initial Complaint

    Date:02/11/2025

    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 waiting on my prescription for 3 days for a uti everytime I try to talk to someone they say it's in que to be sent to the pharmacy! They are taking people money and not giving the medication they ask u to pick!

    Business Response

    Date: 02/17/2025

    Better Business BureauDate [2/17/2025]
    RE: Complaint ID: ********

    Dear ******,
    Wisp **** (Wisp) is in receipt, as of 2/11/2025, of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding not receiving services requested.
    Wisp researched the complaint and found that the Wisp clinical team was in communication with the customer on February 9th and had asked the customer clarifying questions which were not answered until a second message was sent on February 10th. Services were rendered as requested on February 11th, 2025. 
    At this time, Wisp has addressed the customers concerns and confirmed compliance with our clinical procedures. The customer received the services they requested.
    Thank you,

    Wisp
    **********************************************************************

  • Initial Complaint

    Date:01/21/2025

    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 suffer from hormonal acne and decided to look for a very specific contraceptive pill called "***". I look up online places where I can purchased that specific pills and came across with hellowisp online site. I saw they have the pills that Im looking for and decided to do business with them. I place an order on Monday, January 13, 2025 for *** contraceptive for 3 months supply. I did cancel my subscription cause I dont wana get tied to it. But today Friday January ******* I received my packaged and it is a wrong brand name. I received Jasmiel which is not the pill I purchased and paid for. The receipt says I am paying for ***, not Jasmiel. Apparently this Jasmiel pill they sent me has alot of negative feedback and I am not going to used it. I contacted the support team and told me they do send generic versions of the said pill which was not clearly communicated with me. When I placed an order it says ***, my receipt says *** pills but I received Jasmiel pill. This is very misleading and a big false advertisment. I dont know if other customers have the same issues but I was just crushed when I received my package. Attached is my receipt and the photo of the item I received

    Business Response

    Date: 01/24/2025



    Better Business BureauDate 1/24/2025
    RE: Complaint ID: ********

    Dear ******,
    Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding receiving a different product than the one ordered on the website. 
    Wisp researched the complaint and found that the customer had placed an order for the product as described in the complaint. On our website, this product is named by the brand name with the term Generic. Further edits will be made to our website for better clarification. No message was received by the customer regarding this issue until this dispute was received.
    A full refund was processed for this customer on January 24, 2025.
    At this time, Wisp has addressed the customers concerns and confirmed compliance with our internal policies.
    Thank you,

    Wisp
    **********************************************************************

    Customer Answer

    Date: 01/25/2025

    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,

    ******* Du Jardin

  • Initial Complaint

    Date:01/19/2025

    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.
    Transaction date: 1/5/25 Amount paid: $99 Business committed to provide: Tri-******** Dispute and resolution from business: they substituted the medicine I ordered for a different brand called Tri-Estatylla. Their website says things like choose your meds and shop your current birth control. No where on their website, my checkout process, or my video call with the doctor, was I informed that they will substitute what I ordered. I paid $99 for Tri-******** and thats what I expected to receive. After several emails with Wisp, they said while their website allows you to browse medications, their pharmacy ultimately decides what medicine to fill. They said they wont accept a return or issue a refund.

    Business Response

    Date: 01/24/2025

    Better Business BureauDate 1/24/2025
    RE: Complaint ID: ********

    Dear ******,
    Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding receiving a different product than the one ordered on the website. 
    Wisp researched the complaint and found that the customer had placed an order for the product as described in the complaint. On our website, this product is named by the brand name with the term Generic. Messaging sent to the customer apologized for any misunderstanding and clarified that the prescription written will be for a generic version of the medication, with the exact brand subject to the pharmacys inventory availability. Further edits will be made to our website for better clarification.
    A full refund was processed for this customer on January 19, 2025.
    At this time, Wisp has addressed the customers concerns and confirmed compliance with our internal policies.
    Thank you,

    Wisp
    **********************************************************************

  • Initial Complaint

    Date:01/12/2025

    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 previously canceled a subscription to this company in July 2024. I have not logged in to this company or thought about this company for 6 months. I woke up today and realized that my subscription had been renewed without my knowledge and my credit card had been charged for 90 dollars. I have not taken any action that could lead this company to renew my subscription. They did this on their own accord.

    Business Response

    Date: 01/24/2025

    Better Business Bureau Date 1/24/2025
    RE: Complaint ID: ********

    Dear ******,
    Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding a disputed subscription renewal charge and a request for a refund.
    Wisp researched the complaint and found that the customer had placed an order and initiated two subscriptions in August 2023. These subscriptions were processed regularly through April 2024, then delayed until January 2025. Records indicate that the customer cancelled their subscription on January 13, 2025. No cancellation was initiated by the customer prior to that date, nor did we receive any notification from the customer until the subscription was already cancelled.
    A full refund was processed for this customer on January 13, 2025.
    At this time, Wisp has addressed the customers concerns and confirmed compliance with our internal policies.
    Thank you,

    Wisp
    **********************************************************************

  • Initial Complaint

    Date:01/02/2025

    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.
    On 12/24/31 I ordered medicine from wisp to which took hours to respond I emailed them I wanted to cancel the order then my card suddenly got charged ***** its been 5 business days I have yet to receive the credit back. I want an immediate credit not a stall tactic as they seem to be doing

  • Initial Complaint

    Date:12/17/2024

    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 did not recieve my medication on time. The website was incorrect, and sent it to a pharmacy that was closed very early that day. I ended up needing to get a prescription from somewhere else and will not need the one they sent late.I still would like to push for a refund on the account that there was no way of contacting customer service to recieve this medication on time, contrary to how it is advertised on your website.Also the website was clear that I would recieve it the same day. I was mislead into believing it was ready for pickup, and recieved a notice that it was ready. The website being inaccurate was not expected, and I drove out of my way to find out that they have not recieved the prescription and it was sent to a closed pharmacy.I would like to request a refund as I was mislead into believing that I could recieve this prescription the same day. I did not recieve any response when I tried calling or **************: ***** *** Phone number: ************ Date of Birth: ********** Address: **************************************************** Patient Number: ******* Refund Amount: $44.00 Card (last 4 digits) 9157

    Business Response

    Date: 12/23/2024

    Date [12/23/2024]
    RE: Complaint ID: [*******]

    Dear ******,
    Wisp **** (Wisp) is in receipt, as of 12/18/2024 of the Better Business Bureau complaint ID ******* filed by a customer.
    ********************** researched the complaint and found that the prescription was sent to the pharmacy of the patients choosing on 12/12/24. That pharmacy closed early for the day, and was unable to fulfill the prescription. A secondary pharmacy had not yet received a transfer of the prescription from the first pharmacy. The customer communicated with our support team between 12/14-12/20, and received a refund.
    Regarding the statement that our site states you will receive the medication same day, our website states that we will prescribe same day - meaning that we will send your prescription to a pharmacy for fulfillment if it is safe to prescribe over telemedicine. Unfortunately, we cannot control whether or not an unaffiliated pharmacy closed early and was unable to fulfill the request.
    Regarding the statement that they were misled to believe the prescription was ready for pickup, our messaging states: I recommend calling the pharmacy ahead of time to confirm your order is ready before heading over!
    Regarding the statement that there is no way to contact us on the site, there is a phone number, email address, and the means to communicate over Secure Message. The customer reached out on 12/14, and our team responded on 12/15. The customer also spoke with our team over email between 12/16-12/20.
    This was explained to the customer in response to an email received on 12/16/24. On 12/20/24, a refund was processed for the full amount as a courtesy.
    At this time, Wisp has addressed the customers concerns.
    Thank you,

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


  • Initial Complaint

    Date:11/21/2024

    Type:Service or Repair 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 requested a 12 month prescription with the discount offered. They advertised this. They come back. Day they cant do it. Offer 6 months. No discount. False advertising. And have NOT sent my meds and are not responding to me. They have my money and have not sent my meds nor corrected this mistake. They are falsely advertising 12 months and then when they cant fulfill it they wont give a discount and I have to pay full price. Its outrageous and they took my 163 and have not sent me my medication. Not my medicine will be late and. It here by Sunday which I needed and they wont respond.

  • Initial Complaint

    Date:11/03/2024

    Type:Order 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 went onto the website to get some medication as a part of a treatment plan. Doctors of this kind of issue are hundreds of miles away. They market themselves as convenient and affordable and I have found both to be false. Paid for the meds, sent a message to the doc. I have a disability to doesnt allow me to swallow pills. Doc responds back that to be able to change the med into a different form I then had to pay an additional $69 consultation fee. Its not a different med or manufacturer its just a different form. And for that they are holding discriminatory practices.

    Business Response

    Date: 11/20/2024


    Better Business Bureau Date 11/08/2024
    RE: Complaint ID: [Complaint ID #********]

    Dear ****** T,
    Wisp **** (Wisp) is in receipt, as of 11.08.2024 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding having to pay an additional fee to change the recommended medication for a treatment plan.
    Regarding the complaint that the Wisp team recommended an additional fee, Wisp confirms that different treatment options may result in different charges, however, the original charge of $39.00 was refunded on 11.2.2024.  An alternative method of treatment was prescribed on 11.5.2024 after the original charge was refunded.
    In conclusion, Wisp responded to the original request by voiding the charges for the original request, before providing an alternative method of treatment.
    At this time, Wisp has addressed the complaint and resolved the issue.
    Thank you,

    Wisp
    **********************************************************************

Wisp is NOT a BBB Accredited Business.

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