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:04/11/2025

  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 had been using Mochi for over a year and spring of 2024 they switched to ****************, a pharmacy they were exclusively working with and they added b-12 to the shot. The first 6 months or so I lost about 10lbs a month as intended. Once they switched pharmacies though it stopped working. I was no longer losing weight, simply maintaining. No matter how well I ate, how much I worked out I could not lose anymore weight. They uppsed the dose as high as they could, I was promised they could send more medication to take more per shot, that never actually happened and they ignored me asking any further. I was constantly told to eat better and ensure I'm being active. That did not help. It took 6 months to lose 10 lbs and that is not how it was working before. My sister who referred me had stopped taking it for a few months and recently started again. She too was have bo results, no change to her food noise or appetite. I have also been experiencing increased food noise and obvious signs the medication was not working the same. I was simply told to take an additional medication with it, and that did nothing. After finally doing hours of research I found that tons of people had the same complaints and their pharmacy recently had its licensing revoked due to improper techniques, improperly trained techs, not using a sterile environment etc. A lot of people were feeling like the medication was watered down, not as effective and can't trust that they were getting the promised medication. I reached out to them approx 3/26/25 to ask if they would be taking steps to make this right or use a new pharmacy and I was ignored. I reached out 4/2/25 asking again for more information and a refund of the last month, if not 6 months since the medication was clearly tainted since it did not work after this new pharmacy was involved. They ignored me, I even warned I would start payment disputes and reporting them anywhere I could, they archived the messages. No intention of fixing this.

  Business Response

  Date: 04/20/2025

  Hi ********,
  
  Hope this finds you well. We are truly sorry for the medication delays and the communication issues you've encountered. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible. We are working diligently to ensure that your medication arrives as soon as possible.
  After reviewing your account, we can confirm that you've disputed the following charges:
  

  Mar 15, 2025 Mochi Health Subscription $79.00
  Feb 06, 2025 *********** $99.00
  Feb 02, 2025 Mochi Health Subscription $79.00
  Jan 09, 2025 *********** $99.00
  Jan 02, 2025 Mochi Health Subscription $79.00
  Dec 13, 2024 *********** $99.00
  Dec 02, 2024 Mochi Health Subscription $79.00
  Nov 07, 2024 *********** $99.00
  Nov 02, 2024 Mochi Health Subscription $79.00
  Oct 09, 2024 *********** $99.00
  Oct 02, 2024 Mochi Health Subscription $79.00
  Sep 09, 2024 *********** $99.00
  Sep 02, 2024 Mochi Health Subscription $79.00
  
  Our team is working with your bank on a resolution of your disputed charges. You will be notified when this is resolved. Thank you for your patience with this matter.
  
  Best regards,
  The Mochi Team
  

  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23191494
  
  I am rejecting this response because:

  It's very clear that they did not read the entire complaint, and if they did they have no intention on taking responsibility for sending out bad/watered down medication from a pharmacy owned by the husband of the owner of Mochi. My main complaint is that I paid for a product that if it had been the product as described would have resulted in weightloss. Their product after switching to their own pharmacy no longer had those effects. I made many complaints, was promised higher units per dose and then never received that. I was gaslit into continuing to spend money on a product they knew was low quality at best. I truly hope they are going to make this right and actually refund me the money requested, taking advantage of people is abhorrent. They then refused to communicate when I brought up concerns about them losing their licensing and the issues that caused that to happen. The medication stopped working when they switched to their own pharmacy and they refuse to do anything about that. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/28/2025

  Thank you for your response. Our team is reviewing your rejection. 
  
  Best regards,
  The Mochi Team

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23191494
  
  I am rejecting this response because:

  Now the company who created the medication used by mochi is suing them for their despicable practices. They are now being accused of not only selling watered down medication that is not up to the *** standard, hence their licensing in ********** being revoked, but they weren't even using human grade materials when compounding the medication. It is further proof that supports my claims, the medication was not as described and mochi knew it. They were and still are incredibly deceptive and immoral. I will not give up on this, they need to do the right thing and refund the money I have requested and make it right for everyone they robbed. 

  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/11/2025

  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 February 19th I paid a total of $178 - $79 for a monthly subscription and $99 for medication that usually in the past arrived within 14 business days. This time it did not. I waited patiently for 3 weeks and finally decided to call Mochi to inquire about the delay. I was told that the pharmacy they use was no longer filling the prescriptions and was rerouted to another pharmacy. On March 19th still no medication. I then needed to purchase another months subscription of $79 to access my patient portal to contact the provider. I did so, and called and messaged again. I was told my prescription was being processed and should arrive within 14 business days. Unfortunately it did not. On April 5th I contacted Mochi and asked for a full refund and to cancel my prescription. I was told by a kind customer service *** that they would process this request and my refund should be issued in 3-5 business days. Again sadly no refund for all 3 charges totaling $257. I finally decided to dispute the charges through by ****. It is absurd to have waited almost 2 months for a service/goods with no communication on their end at all. I will not be going back to Mochi and will find another weight loss medication company.

  Business Response

  Date: 04/20/2025

  Hi *******, 
  
  Hope this finds you well. We are truly sorry for the medication delays and the communication issues you've encountered. Due to recent pharmacy changes, we are experiencing record high volumes, and our teams are working around the clock to support our patients as quickly as possible. We are working diligently to ensure that your medication arrives as soon as possible.
  
  After reviewing your account, we can confirm that you've disputed the following charges:
  Mar 21, 2025 Mochi Health Subscription $79.00
  Feb 19, 2025 *********** $99.00 
  Feb 19, 2025 Mochi Health Subscription $79.00
  
  Our team is working with your bank on a resolution of your disputed charges. You will be notified when this is resolved. Thank you for your patience with this matter.
  
  Best regards,
  The Mochi Team
  

• Initial Complaint

  Date:04/11/2025

  Type:Product 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.

  I am very frustrated with this company. They charged me twice for medication that I didn't received. They kept saying about the pharmacies issue and deliveries. But I will get my medication soon, notices they charged me again within a week. I tried to contact them thru the website, calling them and be on Hold an hour at a time and got no where. Then they send me a request to to refill my prescription again and wanted to charge my card!!! That it! I just want cancel and get a refund of $198 that they took from me. I send a message to get a refund and they achieve my messages!!! I am not happy at all and many people are feeling way.

  Business Response

  Date: 04/20/2025

  Hi ******, 
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team
  
  

  Customer Answer

  Date: 04/26/2025

  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:04/11/2025

  Type:Customer Service 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 using Mochi Health in November of 2024. At first the medicine was delivered within a couple of weeks of the company accepting my payment. This was acceptable for me. The medicine has been working well and I have lost a good amount of weight with the products. My complaint is concerning the last few months. In February my medicine was delivered a week late. Not optimal but also not a huge deal. I missed my dosage of *********** by 7 days. Then on March 9th they took out my $99 payment and I have yet to receive that order. On April 9th they took out another $59 because I unfortunately referred someone to them so they gave me $40 off. I have now been without my medication since Monday 4/7/25. I am now cancelling my subscription with Mochi health. All I am asking for is the 2 month supply of medication that I have already paid for. If I receive that over the next few days then I will be satisfied and move on. If not then I would like my $158 back.

  Business Response

  Date: 04/20/2025

  Hi ****,
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.

  Best regards,
  The Mochi Team
  

  
  

• Initial Complaint

  Date:04/11/2025

  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 joined mochi a couple months ago. Had a telehealth appointment with a provider and was prescribed a medication. Mochi has charged me for medications but they have not been delivered and they are no longer returning messages through their patient portal or answering customer service calls. I have been charged monthly but have been receiving terrible customer service. I was charged for my current round of medication on March 14th but still have not received the medication.

  Business Response

  Date: 04/20/2025

  Hi ******, 

  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team
  
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  Hi started with Mochi several months ago. Things were going great. The doctor and team responded quickly and all was well. I changed medications in Feb, as the initial medication was making me sick. That went fine, but shortly after they started having issues with their compounding pharmacy and had to switch. My medication normally shipped in just a few days but now I last ordered on March 27 and it still says it's shipping soon, 16 days later. My next dose is due Monday and this whole plan they created for me is going to be delayed bc they cannot get their stuff straight. They had no problem taking my $199 but are having a big problem getting my medication to me on time! I asked them to cancel it and refund me and was told they could do not that. An online search reveals that there are people who have been waiting even longer than me, so I don't imagine I'll be getting it any time soon. If I don't get a refund or my medication by Monday, when it is due, I plan to dispute with my bank. Also, on the instructions for the new medication I noticed it says to give 0.74 mLs, whereas I have always been told the dose is 0.5 mLs regardless of the strength. No one ever reached out and said hey your dose to inject is going to change. That's very sketchy! I have switched companies and ordered from another reputable company less than a week ago and am getting my medication today. Mochi started out as great but is now horrible and they do not respond to messages for several days. I'm giving them until Monday. If I don't have my medication, a refill, or at the very least a response from them with the exact day I can expect delivery, I plan to dispute the charge and will put this review everywhere I can find. It's wrong to treat people who trust you this way! And I'm also seeing ads online everywhere got them, trying to take on new clients when they can't even appease the current ones!

  Business Response

  Date: 04/20/2025

  Hi ******,
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23190528
  
  I am rejecting this response because:

  My last dose of medication was due on 4/14, so now it's a week late and I still have not received any notice of shipment. You say I can't get a refund because it's already been sent to the compounding pharmacy.  Is it just sitting there waiting? I requested the refill on 3/27... this is not a valid reason why you cannot cancel the prescription.  I have disputed this with my bank as well and they are looking into it.  You can't put someone on a treatment and, not deliver meds on time,  and expect everyone to be okay with that.  It's just not right!
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/27/2025

  Hi ******, 
  
  Our team is working with your bank on a resolution of your disputed charges. Until there is a resolution, we are unable to refund your account as the charges are locked during Stripe and your bank's review. ****** asks for a 30-day ***** period to review. You will be notified when this is resolved. 
  
  Best,
  The Mochi Team
  
  

• Initial Complaint

  Date:04/10/2025

  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.

  Paid money, did not receive product, customer service would not help, app and website worthless, without needed medication.

  Business Response

  Date: 04/20/2025

  Hi ***,
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team
  
  

• Initial Complaint

  Date:04/10/2025

  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 have paid 477$ for two months of medication I never received. **************** canceled my membership instead of refunding me when I asked about the reasoning behind them being 2 months or 61 days behind on sending my prescription to me. I feel as though it was inappropriate for the company to not respond to my direct messages to my care team, not take my phone calls, and not reimburse me since i did not receive my medication. I was able to perform a charge back for 199$ on 4/3/25 through my bank, but am still missing the remaining 278$.

  Business Response

  Date: 04/20/2025

  Hi *****, 
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23189832
  
  I am rejecting this response because:

  I received the medication and returned to sender. I would prefer a refund due to the recall notice I received as well.

  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/27/2025

  Thank you for your response. 
  
  ***************************************************************************************************************************************

• Initial Complaint

  Date:04/10/2025

  Type:Order 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 placed a refill request with Mochi Health for my 12.5 mg Tirzepatide. The order was processed on 3/26 and I havent heard anything since. My messages have gone unanswered and I am unable to get through when I call. My credit card was charged $199 for the medication along with $79 for the monthly subscription. I did receive an email that they would be crediting me the monthly subscription for their lack of transparency. I really dont want to cancel my subscription, I just want to know when Ill get the medication that I paid for 2 weeks ago.

  Business Response

  Date: 04/20/2025

  Hi ****, 
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.
  
  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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 have been using mochi health as a weight loss tool. I have paid the subscription fees and paid for and ordered **** a month ago. I have had no communication and meds haven't been delivered. This has happened the last 2 months and I have received excuses without results. I would like my meds. If not I would like a refund and I will take my business elsewhere.

  Business Response

  Date: 04/20/2025

  Hi ****, 
  
  We sincerely apologize for the delays in receiving your medication and not doing a better job communicating and providing better customer support. Due to recent changes in our pharmacy operations, were currently experiencing logistical challenges and an unprecedented volume of customer service inquiries. Please know that our teams are working around the clock to support our patients and expedite all shipments. We're doing everything we can to ensure your medication arrives as soon as possible.

  At this time, because your medication has already been sent to the pharmacy for fulfillment, we are unable to issue a refund.
  
  Best regards,
  The Mochi Team