ComplaintsforHealthwarehouse.com

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was notified yesterday, June 19, 2024, that HealthWarehouse had sent a shipment to the address that I vacated on April 8, 2024. I did not place this order. Also, I no longer live in the address to which they say they sent it. I moved from my *********** ** address to ******** ******** on April 8, 2024; ordering items in my name charging my bank account for a shipment that would arrive to an address in which I no longer reside certainly is a fraudulent act. I faxed HealthWarehouse about this error. I should not be forced to pay money for an order that I never placed that was shipped to an address in which I ceased to live more than two months ago.

  Business response

  06/24/2024

  I'm sorry for the issue here. It looks like on your last order with us AutoReorder was selected. Clearly this was in error so we've refunded the order. You should have received an email confirmation for the refund.
  

  In the future, if you ever need anything, please call us at ###-###-####. We have a full in-house call center staffed by licensed and registered Pharmacists and Pharmacy Technicians. Our fax line is primarily for physicians to send in prescriptions, so any customer request coming to us via Fax would have to be forwarded to the appropriate people and leaves room for delay in response. That's why it's best to contact support directly. Other options to reach support are [email protected], or by using the secure live chat on our website.

  I hope this resolves everything. If you ever need anything else just let us know. If you prefer to communicate via BBB, we're happy to oblige. We understand that it's more comforting to know a trusted 3rd party like the BBB is involved.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This morning 02/26/24 at 9:56 ET I called Healthwarehouse to ask about a pair of prescriptions that had been sent in my by health care provider on January 10, 2024. He had at my request asked that they be filled by manufacturer TEVA. Healthwarehouse told me they would need to get back to me because there might be an additional charge for using a specific manufacturer, so I couldn't place the order until they resolved that. For some time HealthWarehouse.com has been unable to provide clients the ability to find out online the status of new orders. I found out that was still the case this morning, and after changing my password was futile (was told it had expired), I called. The agent told me they had left a voice mail for me on January 15 and when I didn't call back they shelved the order. I then went and looked at my phone company's records of calls and then to make sure I also checked my second back up seldom used cell phone. The only calls I received on January 15 were from Apple Support! And no evidence of a call from Healthwarehouse on either phone line at any time after January 10. I asked them to please change their contact method to my email, which they already had, but they said it will be several more days of waiting just to let me pay for and formally order a prescription filed 47 days ago. I would like them to expedite this immediately, deliver by something more reliable and faster than the USPS (I can show prior issues w USPS though my carrier and I know each other by name and face and I'm not blaming him). And it is impossible to contact them -- I must have been just lucky at 9:56 because I've tried several times since, been put on hold, selected the "let us call you back" option, etc.

  Business response

  02/27/2024

  I'm incredibly sorry about all the confusion surrounding this and the delays and stress it's caused. I see that you are in contact with management and they are rushing your order (through processing and shipping).

  It appears that the big issues stems from our outbound caller ID. The ************** number we list on our website is not the number we make outbound calls from. Due to FCC and TCPA regulations, we do not make outbound calls from a toll free number and instead use our local line **************. We try to make sure caller ID lists as "HealthWarehouse", but don't have full control over how it's represented on various carriers and hardware. We're looking into ways to make it more clear that the *** is us, and not some spam call (if feels like nearly every call you get to a personal line these days is spam).

  Again, I'm really sorry about all of this. Your in good hands though and I'm confident the team will get you taken care of. If you need anything else at all, please call ************** and ask to speak with a manager, or send an email to **************************** (and account that's overseen by management).

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/12/23 I placed an order: 2 prescriptions of ******** generic-one for me ***** and one for ******, my husband. Also placed an order for 2 scripts of ********* for me ***** and one for ******, my husband. I have a vasodilation issue which requires this med for women who have it. On Dec. 26 I called and asked where the order is! I was told that all 4 scripts were held up because they had to have a reason for a woman to get *********! I asked WHY all the scripts were held up for one; WHY had I not been informed; WHY in two weeks were they unable to accomplish something so simple.? Simple because when I complained, they magically had the doctor give them a diagnosis within one day!!!! NOW! I placed those orders with more than enough time to get them before I ran out! The next day I called and told them that it was urgent as we were very low and I had none of the ********* for me. She said they had it in order and she would get it mailed out overnight! It's on the invoice overnight, but that package has hardly moved at all. TODAY IT'S IN **! TO DATE WE HAVE NO MEDS. Information: my husband has arthritis very badly and six joint replacements! He's in severe pain without the ********. So last week I called almost daily. Tuesday 1/2/24 I was told that they would have an emergency supply sent out overnight. I called Wed and was assured it would go out. Friday I called and was literally (lie) told that the supervisor told her that it was "out for delivery." That meant I should have it that day. Right? NOT! Saturday I called and was told that the script HAD NOT EVEN BEEN FILLED, THERE WAS NO POSTAL SERVICE AND IT WOULD GO OUT MONDAY! I.E., JAN 8, 24!!! I have been flagrantly lied to about this. 2 X? I have held on for service for up to 30 min. Obviously they see my number and don't want to deal with me again. Meanwhile, we are without meds, they have my money, and my husband is having a LOT OF PAIN! The issue I have is worse, too!

  Business response

  01/12/2024

  Hey *****,

  First and foremost, I'm so sorry. Brittany, our Customer Service Manager, tried calling you but wasn't able to get in touch. We're not sure if we have the wrong number or if there was some kind of misunderstanding. Additionally, Brittany tried refunding your order in full, but the card on file is declining the credit. You deserve the full refund you requested, so we really want to make sure you receive it. We are not sure why the card is rejecting the refund, but if that's not going to work we can also mail you a check. Alternatively, if you do want to give us another shot, we can apply the amount as internal credit that can be used on future orders.

  We want to make sure that A) you have received your order and B) that you receive a full refund.

  We failed you, and you rely on us for your healthcare. I won't make any excuses. After reviewing everything, we have to take accountability, improve, and do everything in our power to make this up to you. Please give Brittany a call at ###-###-####, or email **************************. Brittany is also sending you an email, so you can reply there or here if you prefer.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased the items on 10/27/23 and had not received the order by 11/11/23. I emailed the company on Nov. 6, 2023 concerning the order that had not been received. On Nov. 7, 2023, I received a response stating that the company would reach out to USPS and get back to me concerning the order status. As of 11/11/23, I had not received the order and had not received the response from the company concerning the order. I would appreciate a response from the business and a refund if the order cannot be filled.

  Business response

  11/13/2023

  Hey! I'm so sorry about all of this. We actually do have more product we're rushing in so that we can overnight it to you. We'll have management reach out today to make sure you 100% up to date, and to offer a real apology. While we can't control something like a lost package, there's no excuse for the poor communication and slow resolution. We'll get you taken care of though! In the meantime, if you need to reach out to management directly, please email [email protected], or give us a call at ###-###-#### and ask to speak with a manager.

  Customer response

  11/13/2023

  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. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed two orders with Healthwarehouse.com. One was on July 11th and the second was on July 12th. The orders were "in processing" until the day I cancelled them - which was July 31st. Below is the correspondence between me and the company. I was assured that I would be refunded within 24-48 hours. I'm still waiting. They also claimed that they couldn't connect with Kaiser to receive the prescriptions. Kaiser has a call back feature. I called and was able to get through. I feel that their website is misleading. It states that it takes up to 5 business days to connect with a pharmacy. I called and asked for an update a few times and they were not able to give me one. This is so disappointing. Kendra J.| 7/31/2023 4:49 PM Hello ******. Thank you for contacting ******************** I can definitely take care of getting this order canceled for you. Any funds being held will be released in 24-48 hours. Please feel free to let us know if there is anything else we can assist you with by responding to this email or by calling customer service directly at ###-###-#### option 1. Have a great day. ****** ******| 7/31/2023 2:54 PM Please cancel and refund my order. It's taken too long. I've called Kaiser a couple of times and was able to talk to someone there. When I reached out to your customer service team they advised me that Kaiser was having technical issues - not really what is going on. I just want to cancel my order and get a full refund. Thank you.

  Business response

  08/14/2023

  I'm so sorry for the delay in responding to you. There's absolutely no excuse for it. I'm having a member of our management reach out right away to make sure you were taken care of. My records show that both orders were cancelled on 7/31. These were Pending Authorizations with your Credit Card (or Debit Card) and the transaction was never completed by us. What usually happens with a Pending Auth is the bank that on your card the amount is held as "pending". So when we cancel the order, the "pending" transaction is simply removed. So if you review your statement, you should see that the pending transaction was removed, not that any amount was taken and refunded. I know this sounds a bit odd, but we handle things this way just in case we're unable to receive the legal requirements to fill an order. That's to say, we don't actually take your money until we are ready to ship your order.

  Regardless, you had a terrible experience, and if there is any lingering issue with your credit card we will definitely want to get to the bottom of it. So we will be in touch asap to make sure you're taken care of.

  Again, I'm really sorry about all of this. If you want to contact us directly, please email **************************** or call ###-###-#### and ask to speak with a manager.

  
  

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for my cholestrol medicine on 6/8/23. The company put the wrong address on the package and it got lost in the mail. I have called numerous times and after a month, they said they would re ship my prescription over night. After a few days, when I did not get it again, I called and they now say they need a new prescription. I explained that I never got the order and they should use the prescription they already have. They said again, they would ship it over night. Again , i did not get it after a week. It is now 2 months later without my cholestrol medicine and they are again saying that I need another prescription. This is my health they are messing with. I want my 90 day preciption over nighted to me immediately. Not a refund because they have my prescription and I can not get it filled somewhere else until I see the Dr again

  Business response

  08/14/2023

  I am incredibly sorry for the horrible service you've received, especially when you rely on us as an important part of your healthcare. There is simply no excuse. I've spoke to our management team about this and we will be in touch ASAP to make sure you're taken care of. Once we have you taken care of, we'll need to do an internal QA review to figure out how this happened and make the appropriate corrections.

  Again, I'm so sorry. If you'd like to reach out to management directly, please email [email protected], or call ###-###-#### and ask to speak with a manager regarding this BBB complaint (that assures you'll speak to someone who's already knowledgeable on this issue and is working to resolve it).

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  They keep making an empty promise. They said they would reship it over night. I checked on it and again they are waiting for another prescription from my Dr.  This is the 3rd time they said they are over nighting it to me but then it gets delayed for a presciption. The orginal prescription was shipped back to them and received by them on 8/10. They should be reshipping the same presciripton and not needing me to go to the Dr for a new one
  

  Your shipment
  **************************
    Delivered On
  Thursday, August 10 at 11:08 A.M. at Customer
  ___________________________________________________

  Tracking Number
  **************************
  Service
  
  UPS Mail Innovations® Expedited
  
  Shipment Weight
  0.1250 LBS
  Alternate Tracking Number(s)
  ******************
  Package ID
  *************
  Package Sequence Number
  ******************
  Shipped / Billed On
  06/07/2023
  ________________________________________________
  08/10/2023
  11:08 A.M. Delivered
  ********* **, United States
  08/10/2023
  6:25 A.M. Arrived at Post Office
  ********* **, United States
  
  
  Regards,
  
  ***** *******
  

  Business response

  08/18/2023

  It looks like the package should have been delivered this morning. We called and left a message for you. We'll try getting in touch again today. We'd love the opportunity to verify you have the package, and apologize for everything you've been through. If you need to speak with us directly, please give us a call at 1-800-748-7001. You can ask to speak with Seana who is the one that got everything corrected and the package delivered this morning. If you'd like to speak with anyone higher up in management, or with a pharmacist, please let us know.

  Customer response

  08/18/2023

  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. I have received my prescription this morning after waiting over 3 months for it
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SHAME on ****** ** for sending my Rx to Health Warehouse! SHAME on Health Warehouse for taking my money and NOT getting my meds to me! SHAME on the managers and shipping department for NOT taking responsibility and NOT resolving issues. EMILY, RHONDA, HOLLY, BRITTANY, I feel sorry for you having to work for such an IRRESPONSIBLE company. I'm an RVer traveling weekly and never had a problem with ****** ** getting me my meds, but since June 7, I've been trying to get my meds from Health Warehouse to no avail. First, they didn't call my doctor like they said they would to get the Rx quantity updated so they cancelled that 6/7 order. Then they put in an order on June 13 for the original quantity, but when it wasn't shipped by 6/20, they said a med was ordered too soon, but then they said that was an error because it wasn't a controlled med, so they finally shipped that order overnight 6/22 to the WRONG ADDRESS because one system was updated but the other system wasn't. Why do they have two different systems that don't communicate and no one has access to both systems??? Then Friday, Monday, and Tuesday I was told they would ship the meds overnight to the CORRECT address, but Wednesday they said the order hadn't even been placed until 6/27, THREE WEEKS after the original order was placed. If I don't receive my meds 6/29 at the *** ******* ** post office General Delivery, I will be filing a complaint with the USDA, etc etc etc. These are not trinkets or toys, but MEDICINE that people depend on for our very lives. Get your act together, Health Warehouse!

  Business response

  06/29/2023

  I'm incredibly sorry. There's simply no excuse for the failures here. We are a healthcare provider, not some generic online shop. I understand that our management was able to get you taken care of, but that doesn't take away from the initial errors that caused the delays. It puts your health at risk, lot's of additional stress... and all undeserved. I'm truly sorry. We are working as fast as possible to update our software and ensure critical issues like this don't happen again. If there's ever any way we can make this up to you, please let us know. You can always reach management directly at [email protected]. Otherwise, please feel free to contact the members of management you've been working with directly.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jan 27 I ordered 2 medications from this company and NEVER RECEIVED ANYTHING!! When contacting the company first their was no tracking number. When they finally gave me a number the shipping number, that company said that they used the US mail and therefore couldn't track it (how convenient). Healthwarehouse response was that it was delivered and someone in my household must have brought it in -I LIVE ALONE! As far as I see these people are CROOKS. I was warned not to buy medicine from the internet and I should have listened but the great rating you gave them gave me a false sense of security. I am very disappointed.

  Business response

  03/06/2023

  Hey Rita,

  I'm so sorry. I'm jumping on this now and we'll be in touch ASAP with a PROPER resolution. Meanwhile, if you want to preemptively reach out to us, you can reach management at ****************************, or call ************** and ask to speak with a manager.

   

  I'll get this taken care of!

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some generic Flonase on 10/6/22. I have been ordering this from HWH for 5 years and know exactly how to take it. But HWH held up my order for over 2 weeks, saying there was a "discrepency" between the directions for the Fluticasone (2 sprays per nostril 5 seconds apart) and the prescribing physician's directions (1 spray per nostril). Seems to me this is the kind of error that a human pharmacist would take care of quickly with one phone call, but not HWH. They instead kept me out of what I need to breathe for 2+ weeks, then (after 4 chat sessions and numerous phone calls to my doctor) when they do go to ship it, it can't be tracked. Now they say it got picked up at 6:30pm yesterday, but the tracking number they provide gives ZERO information, making me believe they just dropped the ball once again and my meds are sitting somewhere in their shipping department waiting to be noticed. Apparently, if there is anything out of the ordinary with a prescription, everything bogs down into bureaucracy and the inabilty for any one person to make a rational decision and stick by it. It is 17 days later and I still do not have my medication that I need to breathe, all thanks to HWH's bureaucracy. If you want real service, try someplace else.

  Business response

  10/24/2022

  Hey ***,

  I'm very very sorry. I won't make any excuses for the delays on this order, or the issues you've dealt with by not having your product on time. ********, a member of our management, tried reaching out this morning and will try contacting you again. We do want to make this right. Meanwhile, the package should be arriving today by 4:15pm. You can also call us back and ask to speak with ******** or any member of our management at ***************

  Business response

  10/31/2022

  ***,
  I understand your frustrations, and the gravity of the situation. We are in the process of a full overhaul to our pharmacy software and CRM which should significantly improve our quality assurance and SLA's. You're correct, we are dealing with people's health and there is no excuse for any error. I wish I could express this better, but no matter what we promise we're doing, or how seriously we're taking the situation, in the end the proof is in the pudding, not lip service. I hope you do give us another chance so we can prove that issues like these are being seriously addressed, not just for you, but for all our patients.

  We would love the opportunity to discuss this in more detail, not just the current order but the previous issues you've mentioned. We do a QA review on anything like this in an effort to improve. Whether it's human error or technical error, our goal is to fix the root issue. When we called you last, the goal is to ensure you have the medication you need (should have been delivered on 10/24) but to also review your entire experience so we can take the necessary actions to improve. Hopefully we can still talk, but I understand if you'd prefer not to. Regardless, we do have some more information with your most recent response and we'll dig into prior orders. If you would like to to call us, please ca** ************** and ask to speak with management. Otherwise, if it's easier to schedule a call, please email **************************** with the best time to contact you.

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *** ******

   

  Well good luck with cleaning up your mess.  I am not interested in participating in your cleanup for free; I have better ways to use my time.  You have enough information about the miserable job you people have done in getting me this medication in a timely fashion.  At this point I have no need nor desire to talk to anyone over there again.

  *** ******

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent for Pine Bros Cough Drops. They aren't easy to find for some reason. When the package arrived it contained an invoice for the cough drops but had diabetes test strips. Neither of us are diabetic. I immediately called Healthwarehouse. I explained my problem, the customer service rep took all the information and put it into their computer. She said I should talk to the manager about it. She said he would be concerned and she would send the info to him. Then I was transferred to his phone mail and I left a detailed message. He was supposed to call back. I have heard nothing over a week later. My wife has a problem with dry mouth and these are the only thing that really helps. This is really disturbing as this company seems to be the only place to get them. I just want the Pine Bros that I ordered along with a return shipment label for the useless test strips.

  Business response

  09/26/2022

  We'll be in touch right away. There's no excuse for the poor response time and lack of resolution, especially for an order like this. I'm very sorry, and I promise will make this up to you.

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

*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. ↩