We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Health Care

Mochi Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Care.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 816 total complaints in the last 3 years.
  • 807 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:04/19/2025

    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.
    Mochi charged my card but never delivered my medication. I have been calling and sending messages for weeks. No help so far. They say they are working on it. Nothing

    Business Response

    Date: 04/28/2025

    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:04/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged $79 for a membership fee that was supposed to be waived due to poor customer service. No one is responding to my messages about my prescription never being sent and there isnt any tracking information. Ive been charged for another refill and no one is responding to my requests for updates on the medication that never arrived and the current refill that should not have been made. The refills cost $99 each. Ive tried calling customer service and no one picks up. Ive been on hold for 2 hours. This is unprofessional and feels like a scam. The total cost I want reimbursed is $277. I want to know if my medication is arriving. If not, I want a refund for

    Business Response

    Date: 04/28/2025

    Hi Mia, 

    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: 04/29/2025

    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 in regards to the medication. I finally received that but they have not refunded the $79 they stated would happen. 

    Sincerely,

    *** ******

  • Initial Complaint

    Date:04/19/2025

    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 signed up for Mochi in March and they were supposed to send my medicine in 14 days and that did not happen. They will not respond to messages sent on their app or website and no one will answer their phone. I would like a refund of the two months and the one medicine purchase.

    Business Response

    Date: 04/28/2025

    *******,

    We hope this finds you well. We sincerely apologize for the overall experience we've provided. 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.

    After reviewing your account, we can confirm that your March order was delivered to you on April 24, 2025. Additionally, your April order is currently in process of fulfillment with Empower pharmacy as well. Thank you for your continued patience with us.

    Best regards,
    The Mochi Team

    Customer Answer

    Date: 05/02/2025

    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:04/18/2025

    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.
    Have not received march or April prescriptions. No response to messages. Was on hold for 2+. Hours. This was a great company and now turned to ********** Lies is all I hear and still recruiting new customers and they cant take care of current customers. Time to switch.

    Business Response

    Date: 04/28/2025

    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.

    Best regards,
    The Mochi Team

  • Initial Complaint

    Date:04/18/2025

    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 have purchased a subscription for Mochi Health for a medication subscription, every month and then in order to obtain, I have a subscription for the doctor. I tried to cancel my subscriptions and obtain a refund, however they went ahead and processed my orders and charged me and none respond to any messages and its over 3 hours on hold

    Business Response

    Date: 04/28/2025

    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. 

    After reviewing your account, we can confirm that our team has been in contact with you. 

    Best regards,
    The Mochi Team

  • Initial Complaint

    Date:04/18/2025

    Type:Sales and Advertising 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 had been with Mochi since 11/2/24 and I was a happy customer until recently when it was discovered that the pharmacy they were working with, and later came to find out was owned by the same people, had voluntarily shut down due to several issues with the medicine they were providing customers. The last batch of *********** that I was provided had zero effect on me, despite being at the highest dose provided. They ensured the customers that medicine received before a certain date wasnt effected, but in my opinion, that wasnt the case and I think they were trying to cover their own backsides. Anyway, despite the recent issues with the pharmacy and the potency issue with my prescription, I decided to stay with them and trust that the new pharmacy would come through. I also decided to switch medications in attempt to continue the great success I had with the previous medication. I initiated a prescription change on March 23rd. They automatically take $199 out of your account to initiate the process. It took a few days for the provider to respond back to me, but she eventually processed the medication. There was an extreme lack of communication from Mochi immediately after the money was taken. They didnt communicate any additional about the new pharmacy, Mochi would not respond to messages on their internal service, when you called them, you would wait for hours. The one time I got a hole of someone, they told me my medication was sent to the pharmacy, but thats the only communication from them and never heard from them again. It wasnt until April 13th that I finally got a message that the medication was shipping. I had already missed my next dose and switched companies so I could stay on my program. Its a shame because Mochi had a great thing going but they were dishonest with their customers and lacked communication during every step of the way.

    Business Response

    Date: 04/28/2025

    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. 

    Upon reviewing your account, we can confirm that the following charges have been disputed:
    Mar 21, 2025 Tirzepatide $199.00

    Our team is actively working with your bank to resolve the matter, and you will be notified as soon as a resolution has been reached. We truly appreciate your patience and understanding during this time.

    Best regards,
    The Mochi Team

    Customer Answer

    Date: 04/29/2025

    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,

    Rob 

  • Initial Complaint

    Date:04/18/2025

    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 first became a member of Mochi Health on 4/29/2024. After not seeing results with ***********, I canceled my membership. On 3/14/2025, I reinstated my membership with a 3-month plan ($199) and a 3-month prescription ($596) to try a different weight loss medication.I followed up about tracking information for the new medication on 3/21, 3/24, and 3/25, but only received a response on 3/26 and it did not include any clear information about the shipment. I continued following up on 4/4, 4/6, and 4/7, stating that if I did not receive the first month of medication during the 3-month subscription period, I would be requesting a refund for both the membership and the ************* one responded to those messages, but the medication finally arrived on 4/14 a full month into the subscription period. I reached out again to my provider on 4/14 and 4/18, and also contacted customer support on 4/15 and 4/18, requesting a refund for the first month of both membership and medication due to services not being rendered during that ******* of now, I have still not received any response. Additionally, Ive been notified that Im being charged again for another 3-month cycle, even though I have only received one vial of ************* this point, I am requesting a full refund for the membership and any medication charges, as services and products were not delivered in a timely or communicative manner. If that cannot be honored, I am willing to cover the cost of the one vial I received, but I do not believe I should be responsible for the full 3-month membership or the additional two months of medication that were not provided. I have exhausted all reasonable attempts to resolve this directly with the company, but their customer service has been unresponsive.

    Business Response

    Date: 04/28/2025

    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:04/18/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged $99 for a refill that I never received. I have reached out to them on multiple occasions via their mobile app with no replies. I've called them but it's a 3hr. Wait. I would like a refund.

    Business Response

    Date: 04/28/2025

    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: 04/29/2025

    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:04/18/2025

    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 saw mochi ** the beginning of march my medication for ******* which they gave me the generic kind I never received it going on month everytime I call its excuse to why they shipped it somewhere else they are liars dont do business the right way they took money out my account just to not give me my medication I want refund

    Business Response

    Date: 04/28/2025

    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:04/18/2025

    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 was charged for medication and have not received it. I have tried reaching out on 3 separate occasions via the patient portal with no response or no resolution. I have tried calling multiple times. One call including staying on hold for over an hour. I was unable to reach anyone with each call.

    Business Response

    Date: 04/27/2025

    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

Mochi Health is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.