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:04/10/2025

  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.

  I ordered my 2nd shipment from Mochi. It said I would receive my shipment within 14 days. I ordered it on March 26 and it said it was processed. Now I can find any record of that transaction. It has disappeared. On March 27th I was charged $99 from Mochi for the medication. I have not received it yet and now it says my next shipment will be April 27. I called customer service and no obe picked up for over an hour. I also tried to reach out in the patient portal and no one responded. This is poor customer service. I want my medication and I want a refund for not having it for 2 weeks ( so far). Thank you!

  Business Response

  Date: 04/19/2025

  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: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 paid a total of $138 ($39 + $99) on March 12, 2025, for my first month of service. According to both the advertisement and communication from the care team, I was supposed to receive my medication within two weeks. That did not happen.I initially attempted to cancel the order and request a refund, but after receiving a public apology email from the company, I decided to give the brand a second chance. I was informed that my prescription was being transferred to a new pharmacy. However, it has now been over two weeks since that update, and I still have not received the medication.I have reached out multiple times with no response. The customer service line is also not accepting calls, leaving me with no way to get ************* this point, it feels like this company is engaging in deceptive practicestaking money from customers without delivering the promised service or providing any resolution or communication.I am requesting a full refund immediately.

  Business Response

  Date: 04/19/2025

  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 sent Mochi several messages through their app, via online portal, these messages have gone on, ignored.I started Mochi in April of 2024, and I loved them. However, the last 2 months have been beyond disappointing. I cant get ahold of a single person who works for Mochi to help me. At this point, I would like to receive a full refund for the charges incurring over the last two months considering 0 service was provided.On February 10th I was charged 99 dollars, this was for the LAST and only vial of medication I have received.On February 21st I was charged 399 dollars for the 6 month renewal membership fee. On March 10th I was charged 59 dollars. On April 3rd I was charged 99 dollars. This is a total of 656 dollars since February 10th and I have only been shipped on vial of medication.I would like to be refunded for the 399 dollar membership fee, the 59 dollar charge on March 10th, and the 99 dollar charge on April 3rd.

  Business Response

  Date: 04/19/2025

  Hi Mariah, 
  
  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:Billing 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 signed up for Mochi Health on April 3rd. I was required to pay a subscription before I could get any more details about the services. I paid $199 for a three month subscription. When I gained access to Mochi, I continually ran into errors trying to enter my information into the website. I was unable to successfully submit a request and therefore could not get any assistance with it. I cancelled my subscription on April 5th, but I was not able to get any refund, even though I did not end up receiving ANY services that were promised from the subscription. I would like a full refund. Additionally, when I cancelled the three month subscription, Mochi cancelled my planned appointments with their providers, even though those appointments would have been within the three month period that I already paid for!! I want a full refund. To charge me even for one month would be fraudulent as Mochi took my money and provided me with zero services

  Business Response

  Date: 04/19/2025

  Hi *********, 
  
  Hope this finds you well. We sincerely apologize for your recent experience with Mochi. Rest assured, we've refunded your account in full. Please allow 3-5 business days for processing. We appreciate your patience and understanding. 
  
  Best regards,
  The Mochi Team 

  Customer Answer

  Date: 04/20/2025

  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:04/10/2025

  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 signed up for the service February 26, 2025. And was not able to get an appointment until MARCH 21ST 2025. I had my appointment with a healthcare provider from Mochi Health. I was approved for a medication. It was supposed to be processed on March 21st 2025. I have been calling customer support and have not been able to speak to anyone. I am currently on hold again with Mochi customer care for 52 minutes and still have not been able to speak to anyone. This is my 4th attempt to call for support on my order. I have already been charged $158.00 for the monthly subscription to their service as well as $199.00 for the medication itself. I have no answers as to where my prescription is and they are going to bill me again for another month of service and another month of medication. I want my subscription canceled and a full refund or all charges. This is extremely unprofessional for a company.

  Business Response

  Date: 04/19/2025

  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:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered my medication a month ago and have not received within the up to 14 days after prescription is sent to the Pharmacy. Have sent multiple requests through the Mochi portal that either go unanswered or receive a scripted response indicating that the prescription was sent to the pharmacy. Contacted the Pharmacy on 4/7/2025 and was advised that the prescription could not be filled yet because its pending a provider verification update. Have made multiple phone calls to Mochi compound team each call with over an hour wait time. Requested refund of prescription that could not be filled by the pharmacy because Mochi failed to provide the information needed and refund of the subscription fee I was charged since Mochi did not fulfill the services promised. I was advised on 4/7/2025 that a refund of both the medication and subscription will be issued and I would get confirmation email the next day 4/8/2025. I have received no refund or email and have spent numerous hours on hold waiting to speak to a Mochi representative at this point I have lost trust that this company will do the right thing and reimburse me for services they were unable to fulfill. I have already missed a dose of my medication and Im looking elsewhere to continue my treatment since Mochi has failed to deliver the the services they offered to provide. At this point Im just looking to get a refund and move on. Thank you

  Business Response

  Date: 04/19/2025

  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: 04/20/2025

   
  Complaint: 23186881
  
  I am rejecting this response because:

  You agreed to cancel prescription sent to the pharmacy and process a refund of both the medication and subscription. As you should if you were a reputable company. You are not in compliance with *** regulations which indicate that Sellers have to ship your order within the time they (or their ads) say. If theres a delay shipping your order, the seller has to tell you and give you the choice of either agreeing to the delay or canceling your order for a full refund. 
  ************************************************************************************************************. I will get refunded I know my consumer rights and you better believe I will further pursue this! 
  Your customer support team would not be so overwhelmed with high call volumes and inquiries if you would just do the right thing and reimburse your patients for services and product you are not able to deliver in a timely manner! 

   

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

  Business Response

  Date: 04/27/2025

  Thank you for your response. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23186881
  
  I am rejecting this response because: Mochi Health agreed to process cancellation and refund on 4/7/2025. I was advised by **** from Mochi Health compounded team that the calls get recorded so Im sure this is easy to confirm. I also sent request in writing to cancel the order and process refund on 4/7/2025. On this date it was past the 14 days Mochi had indicated it would take to receive my medication. This is medication not a pair of new shoes Im just impatient to receive. Mochi you did not deliver the medication you charged me for within the timeframe you had indicated I am well within my consumer rights to request cancellation and refund which you agreed to and now you refuse. You should not be trusted. You need to do better! 
  
  Sincerely,
  
  ******* ******

• 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.

  Mochi Health was a company offering compound GLP1 pharmaceuticals. As you are aware, the *** has reclassified ******* and WeGovy as no longer in a shortage. So these compounding pharmacies were supposed to stop compounding them. Mochi has lied to customers telling them that there is nothing wrong and they arent planning on stopping operations, continuing to collect money from customers. They are charging customers for medications they are unable to deliver and arent giving refunds. Their customer service is non-existent and you can never get a response. On 3/23/2025 I was charged $99 for compounded *********** that I have never received. Ive attempted to contact Mochi numerous times for a refund without success. Talking to others online, they have done this to hundreds if not thousands of customers, accepting money for medications that they cannot fill. They also continued to charge me the monthly fee of $79 while all of their doctors/providers were fleeing the company and their pharmacies were either being shut down or hit with litigation. Again, the whole time Mochi would send emails stating that everything was fine, nothing to worry, they would continue business as normal.Mochi needs to be held accountable for this.

  Business Response

  Date: 04/19/2025

  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: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.

  MOCHI Health has not responded to requests for medication delivery despite continuing to charge my account. They do not pick up the phone on the customer support line, nor return calls. I would like to know if the company is honoring it's obligation to deliver medications, if not it needs to stop charging fees and refills.Communication to Mochi on Wednesday, April 2nd:****** ******* 1 week ago Hello, I have not received my medication for February or March order. Can you please tell me when I will receive the February shipment as it is one month overdue and I cannot find any information on why it has not been delivered. Same for March. If you are not completing orders any longer you have duty to notify your customers and stop charging our cards. I waited on hold on the phone for over 30 minutes just to be disconnected. If I don't get a proper response I will be filing a complaint with the BBB and notify my credit card of fraudulent charges by Mochi Health.

  Business Response

  Date: 04/19/2025

  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 24, 2025 Tirzepatide $199.00
  Mar 24, 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
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23186529
  
  I am rejecting this response because:  The issue is still pending resolution.  Once resolved I will close case.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/27/2025

  Hi ******,
  
  Thank you for your response. Our team is reviewing your case. 
  
  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 researched Mochi Health and sounded like a good company to team up with to better my health. However, after taking my $79 monthly fee and after my appointment another $199 for my medication that had been prescribed, I have waited beyond my allotted time I was told to expect my medication with no medication. No updates to my multiple attempts via phone call and messages to Mochi. If unable to provide my medication within a week from today, I will ant a full refund of both the $79 membership fee and the $199 taken for the medication.

  Business Response

  Date: 04/19/2025

  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 signed up for mochi health to receive weight loss medication and a diet plan from a nutritionist. After the initial sign up fee of 159 I was assigned a physician to talk to that day to prescribe me the medication over a video chat, and later a nutritionist for a diet plan. I was cancelled on by the nutritionist and when I made a new appointment I was cancelled again. I waited 3 weeks and finally asked for a refund with no response on the online portal. I got through after being on hold for almost an hour and was told other people have to authorize my refund and I will be receiving a call back in the next 48 hours. I did receive a call back and this person once again told me my refund would have to be approved by someone else. I've received no medication, no diet plan, and now they have failed to reply to me in the online portal and I can't get ahold of anyone to "process" my refund.

  Business Response

  Date: 04/19/2025

  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