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Business Profile

Pharmacy

Capsule

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

This profile includes complaints for Capsule's headquarters and its corporate-owned locations. To view all corporate locations, see

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Capsule has 6 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/19/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday May 5, 2023 Capsule Pharmacy sent me a text message at 5:09pm stating that my order was delivered (a medical prescription). Upon checking I realized that my prescription had in fact not been delivered to my address. I reached out to Capsule on May 10, ************************************* have any proof of delivery and they stated they do not. I informed them that my prescription was not delivered to the address they have on file and they stated they would look into it. After a short time I received a message back stating "According to the courier, he said he left the order on a brick wall in front of Hoagie House Delicatessen Grocery." I was taken aback to hear that they would leave a prescription drug outside on a "brick wall" and their courier found that to be an acceptable place to leave something that also had my personal information it. I verified with Capsule the address they have on file for me was correct so there was no reason that my prescription should have been left at a completely different address, outside. Capsule repeatedly sent me messages stating they would follow within 24 hours and multiple times they did not follow up and I had to reach out to them again to ask for a follow up. I have contacted Capsule via phone, their app, and text message on the following dates:5/10/23 5/14/23 5/16/23 5/18/23 5/19/23 On Tuesday 5/16/23 I spoke to a Capsule representative on the phone and they stated that they would redeliver my prescription on Wednesday 5/17/23 between the hours of 4pm-7pm and they did not and also did not contact me with any updates.

    • Initial Complaint

      Date:04/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over the last 18 months I have had issues with Capsule deliveries. Where they continually lie and misrepresent the time of delivery for orders with little to poor communication OR the order is delivered more than ***** minutes later than the promised time window. I have had orders moved by several days because they "did not receive a response" until I called, after I had messaged them via text and app which is the normal method of communication. They also continually move delivery windows without consent. The most recent being that I had a medicine delivery for ****pm that I received notice at 10:52am it was moved to 2-4pm, it was not packed for that delivery window. I called, texted, and messaged when I found out that it was because one medicine was not available--the call which ended at 11:36am was the only place that confirmed that the orders would then be on separate days and the remaining 2 medicines would be delivered between 2-4pm. The packing time for that delivery is 12:30pm. This means from when I put in my delivery time at 9:34am that the two medicines had more than enough time to be packed for the ****pm order. There is no reason that they can give it should have been moved to 4-6pm without my consent. There were 3 hours to pack and send out this medication in the first delay of time period. When I called they tried to excuse it with "you didn't confirm" however I had confirmed on the phone, via chat, and text. All before 11:30am.

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I desperately needed a medication to treat a serious eye infection.Initially, Capsule allowed me to pick a delivery data for Monday, March 20th, 2023. Later that day, that was moved to Tuesday, March 21th. 2023 Only to be followed a day later, Wednesday, March 22nd, 2023, by a text message telling me that did not in fact have the medication in stock and had no date on when it would be back in stock.This is a overpromise with potential serious consequences. The medication is needed to prevent/reduce potential scarring in my eye that will result in vision loss, loss of income and emotional anguise. If I had known Capsule had overpromised the medication, I would have saved valuable time seeking out an alternative way to the obtain the medication. Now, their overpromising has cost me two days during which I still have the infection, and the risk of scarring has only increased.

    • Initial Complaint

      Date:03/17/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Capsule continues to cancel my order for Pregabalin, a nerve-pain medication, because they are "out of stock" and will not transfer it out to another pharmacy because it is a controlled substance. After many text conversations with pharmacists and managers, I am still without my medication 3 days later. I am disabled, on Social Security, and am living with a chronic pain condition. I have paid $15 for copays for deliveries that haven't arrived. Because of Capsule's negligence, I have missed work and around $500 in wages.

      Customer Answer

      Date: 04/11/2023

      Better Business Bureau:

      At this time, I have not been contacted by Capsule regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:03/14/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Capsule Pharmacy has been delivering my medication without issue since July. Today, I received a text that they could not service my home address any longer. When I asked why, I was not given any type of answer except if I had another address or a friends address to use instead. First off, there has never been a single issue with delivering my medication to my home address. I am the one who signed for it every single time. Second, its shady and deceptive when you do not provide an answer for a single question. I really wouldnt trust them with your medication. You may get dropped randomly as well.

    • Initial Complaint

      Date:01/31/2023

      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 went to a City MD yesterday, and they said yesterday they would send my prescription to a *********** pharmacy near where I currently am staying. However, I got a text message from Capsule saying they had my prescription. I called City MD, and they confirmed they sent my prescription to ***********. I called ***********'s pharmacy, and they said Capsule filled my prescription so they couldn't. They said that Capsule also already billed my insurance. They said I needed to call Capsule and have them cancel it/reverse the bill. I tried reaching Capsule via phone call, text, as well as chat. However, after a very long wait, no one replied to my chat or texts and I was on hold for an extremely long time. I also emailed them. I don't understand why they filled the prescription when it was sent to ***********, and they are impossible to reach. I also have had frustrating experiences with Capsule in the past where they have inundated me with phone calls, not communicated well internally, showed up late, and not been able to fill prescriptions in a timely manner. That is why I have opted to use a different pharmacy. I am very upset that they are impossible to get a hold of and also that they did this. I want them to resolve this matter immediately so I can get my prescription from my current pharmacy.

      Customer Answer

      Date: 02/01/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on Friday 9/20 I scheduled delivery for Monday 9/23. This was the earliest available time, I would have chosen a weekend delivery but I was told all the slots were full. On Monday afternoon, ten minutes before the two-hour window started I received a text that it was canceled.I waited three hours before anyone responded to tell me "by the time it was packed up, it was too late to make the delivery vehicle".On the Capsule app, there is a prompt to "reschedule delivery" however you have to have someone on the other end actually do that for you, so there is no way to reschedule. I tried calling, three and a half hours later I finally got someone to answer the phone. I have already gone two days without one medication, by the morning I will have a splitting headache and nausea. And I have no confidence it will be delivered tomorrow evening.

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today I received numerous phone calls from someone who had charges attempted on his debit card (all were declined) from this pharmacy via cash app and my company's phone number and address were used. Hackers are using this pharmacy to attack other businesses. I had to call this person back to see what was going on, the first phone number hackers tried to use was my company's old phone number (which now belongs to a clothing company that has a similar name as this pharmacy) for the transaction under this company's name, the second phone number used under this company's name is my cell phone and I had to call my banks, the company using my company's old phone number, the *** and other authorities to protect my business from being on the hook for fraud under this company's name using my business information. Everyone must be aware of this and this company has not made any statement about this and might not be aware of the fact that their name is being used in an attempt to destroy others' (in unrelated industries') businesses. The *** was not happy about this to say the least. Please inform this company that all of the above is going on under their name and have them swiftly address it because I refuse to let their cyber negligence impact my company, it's reputation and my reputation. I also refuse to let their name get dragged through the mud due to their cyber negligence as well. As a business owner all I'd like is for all of us to succeed and when nonsense like the aforementioned occurs for the appropriate parties (such as you, the *** & this company) to be aware of it and take the necessary actions to prevent anything like this from happening again.Thank you for what you do and for bringing this to their attention.

      Customer Answer

      Date: 02/02/2023

      Better Business Bureau:

      At this time, I have not been contacted by Capsule regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:12/27/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have my medication delivered through capsule pharmacy, I am on 2 psychiatric medications that I get delivered monthly. On Wednesday, December 21st, 2022, they were unable to deliver my medication so I rescheduled it for the next day, the 22nd. Again my medication was unable to be delivered. I tried to have it delivered the next day, Friday the 23rd. I was told over the phone that they rescheduled it for ****pm delivery. I checked my account, they put it for 4-6pm delivery instead. I was going out of town so I could not have it delivered that late, so I canceled the delivery. On the 26th I call to rescheduled, I call for an hour..no response. I messaged on Instagram, no response. I messaged in the app, no response. Someone finally calls me back and tells me they've rescheduled it. I check in the app, today 12/27 and it was never rescheduled, i scheduled delivery myself. Because of their inability to deliver medication I have been suffering from withdrawal symptoms that have cause me to miss 2 days of work. It's a pharmacy, they should have people there to answer questions about medication...they have no one even to pick up the phones.

    • Initial Complaint

      Date:12/01/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 11/29 and selected a 2 hour delivery window on 11/30 between 2 PM and 4 PM. The did not show up (second time this month, first time was on 11/20), so I contacted capsule via chat asking for next steps. They did not respond but a driver showed up 45 min later when I had already left the house.It took them 18 hours to get in touch with me to reschedule after missing the delivery. This is critical medication that I have already paid for and not received. They also changed the "date order received" on my payment receipt from 11/29 to tomorrow, 12/2 which is obviously not possible as I am writing this on 12/1. This feels fraudulent - the delivery was supposed to happen yesterday, 11/30.

    Capsule is NOT a BBB Accredited Business.

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