Complaints

This profile includes complaints for Mark Cuban Cost Plus Drug Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mark Cuban Cost Plus Drug Company

  320 S Walton St Dallas, TX 75226-1972

• 

  Mark Cuban Cost Plus Drug Company

  3015 Taylor Street Dallas, TX 75226

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:03/18/2025

  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.

  I ordered medication needed to maintain my Organ Transplant. The medication has been in transit to next facility since March 1. The Medication cost $153. Without these meds I risk organ failure. I asked if a new shipment could be sent. They said the POost office needs to mark as Missing. I contacted and spoke with multiple people at the psot office and after multiple days of research they could not tell me when it would be delivered or mark as missing. Meanwhile I needed to purchase a gap fill of medication for $400 at a local CVS. If this is not resolved I will need to do the same for another $400, and I cannot get anyone on the phone from cost plus or a response from my inquires about status. $400 every two weeks for medication is not sustainable!

  Business Response

  Date: 03/18/2025

  Hi ********,

  I am sorry to hear about your delays with ***** I see you spoke with our support team on 3/10 about the order and requested you reach out once you have updates from ****. I will get a replacement out to you as I see this still has not had movement since then. I will escalate this with the team and reach out to your directly from ********************** as well so we can chat through there.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair 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.

  On Thursday March 6th and on Friday March 7th my doctor's office electronically sent in 10 prescriptions to this company to be filled. On March 11th they sent them in again. And only six were received I have called five times I have numerous cases that they keep closing without getting back to me or resolving the issue. I was given incorrect information by every customer service representative I spoke to. I don't understand what the problem is they told me they'd call my doctor then they said they don't do that . my doctor should call them is this a pharmacy or not? I need them to figure out why their system is not working properly and stop inconveniencing people. I have spent hours on this it should not be so hard.

  Business Response

  Date: 03/17/2025

  Hi ******,

  I am sorry to hear about your experience. I see your spoke with our support team and they were able to verify that the 4 prescriptions were not initially received. We have since received them, they have been added to your profile, and I see you were able to checkout with all 10 medications. If you ever need assistance you can reach out to our support line or email us directly at ***************************************.

  Customer Answer

  Date: 03/17/2025

  Please respond to /business with this .The support email and phone are useless. The ** sent the scripts 4x. I have spent two weeks chasing this with not one customer service *** getting back to me . Every support person told me something else . Then the kicker was your check out would not accept mt address on an existing account . It took 30 minutes . Multiple tries and ***eatedly adding the same info over and over again .  There are serious issues with your system and training . I will rethink refills. There are other options. Thank you

• Initial Complaint

  Date:02/06/2025

  Type:Delivery 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 placed an order on January 22nd for several of my medications and the order status still states "In Progress" today on February 6th. I have emailed the business and have not received a response on when the order should ship out. I do like the convenience of the service, but the Service Level is horrible and not acceptable and could put my life at risk if I don't receive my medicines on time.

  Business Response

  Date: 02/07/2025

  Hi ****,

  I am so sorry to hear about your order delay. I sent a note to our team on this and asked that they upgrade the shipping if it is not already through the process.
  
  In the meantime I have also asked our team to refund your shipping fee. This should be back in your account in 7-10 business days. I am going to reach out to you by email from ********************** so you have a direct line of communication and I can keep you updated.

  Customer Answer

  Date: 02/07/2025

  I have reviewed the business response and accept this resolution. Hopefully the order be processed and ship out soon. 

• Initial Complaint

  Date:02/06/2025

  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.

  I placed an order for medication refills on January 29. I received an immediate email confirmation telling me my order was received and should be fulfilled and shipped within the next 2 to 3 business days. I was out of town so I did not check the status until February 4, when I discovered that the order was still in process. I filled out the online contact form asking why my order had not been shipped yet when it was past the 2 to 3 business day ***** I received a standard email reply saying that they cannot respond to every individual email and that if I still need help after reading it to reply to the email explaining my issue. I did that, on February 4. On February 5, when I had not received a response, I replied again and asked why my order still had not been processed. Today is February 6th, and I still have not received a response my order still has not been processed. I am now about to run out of these medications and there is no way of contacting them other than replying to the email, which I have done several times or filling out their online contact form, which would just result in another standard response. Filing this complaint seems to be the only way I can get their attention.

  Business Response

  Date: 02/07/2025

  Hi *********,
  
  I am sorry to hear about your order experience. I sent a note to our team on this and asked that they upgrade the shipping if it is not already through the process.
  
  In the meantime I have also asked our team to refund your shipping fee. This should be back in your account in 7-10 business days. I will follow up with you by email from ********************** so I can stay in touch once I hear back from our team on this.

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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.

  My provider sent a prescription for a 30-day supply of my medication with 2 refills. I contacted support to request they update the quantity to avoid multiple orders, but received no response. Frustrated, I worked with my provider to resend the prescription for enough tablets in one fill. A week later, the pharmacy still hadnt updated the prescription. When I followed up with a message to check the order status, I received an auto-reply stating, We are sorry we cant respond personally to every email, but this is the only way we can be the low-cost provider of ******** make matters worse, my doctors office also emailed the pharmacy regarding the issue but received no reply either. I cannot understand how a pharmacy providing prescriptions to people can operate this way without acknowledging requests from both patients and healthcare providers. The lack of communication is absolutely unacceptable.

  Business Response

  Date: 01/10/2025

  I am sorry to hear about the delay with your prescription. I am not seeing any new prescriptions in your account. We recently changed information in electronic prescription systems so your prescriber may be submitting these through the previous system.
  
  Prescribers will still search for **** Cuban Cost Plus Drugs Company under mail order pharmacies with the updated information below.
  
  NCPDP ID #: *******
  NPI #: **********
  Address:
  ****************************************************************************
  Phone: ************
  
  If there are still issues submitting a prescription please have the prescriber reach out to our provider line at **************.
  
  I will get you this information by email as well from ********************** and can assist there further if needed.

  Customer Answer

  Date: 01/30/2025

  Please add:

   

  I am satisfied with the resolution. It took about 4 more days of back and forth but the prescription was located. The entire process took me approximately 3.5 weeks from prescription to door. If the medication savings are worth it and this timeline works, then Mark Cuban Pharmacy may be a good option. 

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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.

  Dear *********** am writing to file a formal complaint against Mark ********************** Cost Plus Drugs regarding a recent order I placed on 23 December 2024. As of today, 30 December 2024, I have not received any updates, and my order remains unfulfilled, despite the company's own stated timelines and policies.Upon placing the order, I received an order confirmation email that clearly indicated the following:- Please allow *********************************** my account profile.- Allow 2-3 business days for the pharmacy to process and fill the order.- Shipping would take an additional 5-7 ******* of today, no action has been taken on my order. It does not appear in my account profile, and I have not received any notification regarding the shipping status, despite the website explicitly stating that I would receive an email notification once my order shipped. Additionally, after I placed the order, a banner was posted on the website stating that "any orders placed after 12/24/24 will be shipped after January 8th." However, I placed my order on 23 December 2024, and it appears that no action has been taken to fulfill or ship it.I attempted to reach out to the company twice, once on 23 December 2024 and again on 28 December 2024, but I have not received any communication or response from the company. The case number that Cost Plus Drugs assigned me for these inquiries is *********** this point, I feel that the company has taken my payment and failed to take any action toward fulfilling my order. I am requesting that my order be completed as soon as possible or that I receive an appropriate resolution for the significant delay and lack of communication.I trust that the Better Business Bureau can help facilitate a resolution to this issue. Thank you for your time and attention to this matter.

  Business Response

  Date: 01/02/2025

  Hi *********,

  After an order is placed, it can take up to 3 business days (Monday through Friday) to ship. Standard shipping is typically 5-7 business days and expedited is 3-5 business days. You will be sent an email with tracking information once it is available. With the holidays you order was shipped on the 27th, but did not scan with **** until the 30th because of their holiday delays as well.
  
  I see the order was delivered to you today, and I apologize the shipping times did not meet your expectations. Tracking: ****************************************************************************
  
  If we can ever assist in the future please send us an email at ********************** and we would be happy to assist.

  Customer Answer

  Date: 01/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/23/2024

  Type:Delivery 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 have had multiple issues with this company including prescriptions that were indicated as "shipped" but did not actually ship for weeks after the purchase. There is an order from July 21, 2023 (order NPWER2M in their system) that still says "in progress" and was never transacted. I am not sure if I actually paid for that and never received the medication.Most recently, and most concerning, is that my provider sent in a request for a refill over one week ago and nothing on the website indicates an authorization was received from my doctor and nothing indicated that anything was set into motion to allow me to purchase the medication and have it shipped. The provider proved to me that he received confirmation from the refill authorization that he had provided to ******** Drugs. Also there is nobody to call and e-mails are not returned promptly, and when there is a response from somebody at customer service it is a "non-response response" indicating that they will look into things and would appreciate my patience.I am ready to pay full pharmacy prices for my maintenance medication as the service experience here for a prescription drug provider is unacceptable and concerning.

  Business Response

  Date: 11/26/2024

  Hi ****,

  I am sorry to hear about your recent experience with Cost Plus Drugs. We recently changed our information within electornic prescription systems, and your prescriber may have submitted this to our old NPI number. Our updated NPI information can be found on the 'Contact Doctor' page on *****************. Note that prescriptions can take 24 hours to be added to your account.

  If you ever need assistance by phone our customer support team can be reached at ************** - they accept calls Monday through Friday 6 AM - 6 PM Pacific Time. You can also reach out to us directly at ***************************************.

  I also had our team look in to your July order, and it looks like our system did not sync properly with **** when this order was delivered. They updated this to reflect in your account, but this will not cause any issues with processing an order on your account. Note that after an order is placed it can take 1-3 business days (M-F) to ship. Tracking information is emailed once it has it's first scan with **** or UPS.

  Again if you have any questions feel free to reach out to our support line or send us an email.

  Customer Answer

  Date: 11/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/13/2024

  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.

  Order placed on oct ************************* 5-7 days 11/12 no shipment of medications 11/12 told our order was not shipped due to new system but cost plus would next day air us emergency supply for 11/13 delivery 11/13 no tracking or email about order 11/13 called in to be told there was a problem with our order Cost plus offering no other option but to wait or for them to send it to a local pharmacy but cost plus unwilling to pay for the order and we need to pay for their mistake

  Business Response

  Date: 11/14/2024

  Hi ******,

  My team let me know they were able to reach you by phone yesterday and have been emailing your through today. I see the refund has been processed and your order is being handled. I apologize for the delay with your order, we are doing our best to look in to the error and make sure this does not happen again. If you ever need direct assistance please feel free to email me at ***************************************.

• Initial Complaint

  Date:11/12/2024

  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.

  -Transaction on November 6, 2024. -Charged $42.70 at 12 pm.-Havent received any order confirmation email. On my account under order status and past orders, there is no record of it. But on each of the 3 prescriptions I ordered it has a last fill date of November 6, 2024. So, I am unable to order again because it thinks they were just filled.-Emailed the company but the only email I received back stated that they are unable to reply to each individual message because thats how they keep costs ******. They keep their costs low by charging customers and then not filling their order. Criminal. It should be REQUIRED that there be a public phone number for customers to reach out, not just a private one for doctors. ESPECIALLY when its your medicine and ultimately your health theyre messing with.

  Business Response

  Date: 11/13/2024

  Hi ********,

  It looks like our system had an issue with sending out your tracking information. Your order was delivered yesterday, tracking here: ***************************************************************************

  Our customer support number is ************** and they accept calls Monday through Friday 6 AM - 6 PM Pacific Time. If you need any assistance you can also reach out to us at ********************** and we would be happy to help.

• Initial Complaint

  Date:10/15/2024

  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.

  This communist American hating son of a b.. wont deliver my prescription.

  Business Response

  Date: 10/16/2024

  Hi BBB team,

  This patient does not have any active orders with us currently and has not ordered since August. Let me know if you need any more information.

  Business Response

  Date: 10/31/2024

  Hi ****,
  
  Our team looked in to your account and see your order from 10/8 was verified by *** as delivered on 10/15. Your next refill date is for 11/2/2024 (half way through the day supply written by the prescriber). If you need any assistance please reach out to us at ***********************