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:09/29/2023

  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 medications and paid for expedited shipping on 9/15. They arrived in a timely manner but when I opened the package, the medications were not usable. The blister packs were damaged - most were popped and the medication was exposed or smashed.. Now, I am sure the delivery company might have something to do with this. Perhaps weather related? Or it fell on the ground and was damaged? Either way, it is impossible to reach someone at the company. I submitted a message to Cost Plus Drugs and I received an automated email saying "Thank you so much for your email to Cost Plus Drugs. Sorry we can't respond personally to every email, but this is the only way we can be the low cost provider of drugs" along with unrelated information. I replied to that email on 9/21 and still have not heard back. I included photos for their reference and asked if I could receive a replacement or a refund. No response. I appreciate the mission of this company but there is zero customer service. Seems like it's based on pure luck. If you get your meds, lucky you. If you don't, you took a risk. It's crazy that they put people in a position to never get the meds they need - what if someone needs their medication right away and can't reach the company for a remedy or another order to be sent out asap?

  Business Response

  Date: 10/02/2023

  We are sorry to hear about the issue with your order. Our customer support number can be found on all prescription labels if you prefer to reach out by phone. I will reach out to you by email now to see how we can resolve this and get you a replacement or refund. Look out for an email from ***********************

• Initial Complaint

  Date:09/12/2023

  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 $350.30 for my prescriptions, I was shorted $158.86 in prescription, I was shorted : 90 pills of the Brenzavvy, 90 pills of Fenofibrate, 180 pills of Metformin. I have contacted them several times and just keep getting told they are being expedited, that the pharmacy shorted us and it would be corrected, now I am getting told they do not know why they are being not shipped. When we recieved our order on Aug, 30th, we called them on Aug, 31st and was told then by the manager of the customer service that they would be expedited with in 2 to 3 days. I paid for my prescription, I would like the rest of my prescriptions that I paid for.

  Business Response

  Date: 09/13/2023

  Hi ***,
  
  I am sorry to hear about your experience. We are working on getting the remainder of your order shipped out with next day shipping. A member of our team will be reaching out to discuss as well.
  
  If you ever need assistance in the future please send an email to ********************** and we would be happy to assist.

  Customer Answer

  Date: 09/13/2023

  I am rejecting this response because:   We have been talking to them on a daily basis for almost 2 weeks and been getting the same answer.  We talked to ******* this morning (9-13-2023) which is a manager of ***************** and she basically she told us that there was nothing she could do and they were working on it.  She said she would call us back today with the tracking and as of 4:52 pm cst, We have NOT heard a word!!!  ***** and **** (both managers that we have spoken with) and they both have told us they are being shipped.  And now they won't even speak to us.  I'm sorry if you look at it from our side, all they do is LIE.  But yes I would still like the rest of my prescriptions. 

  Business Response

  Date: 09/13/2023

  You order has shipped with tracking information here: ********************************************************************
  
  This will update with a scan by tomorrow and should also be arriving tomorrow.

  Customer Answer

  Date: 09/14/2023

  I have received the rest of my order of prescriptions, I want to Thank You for your help as I do not think I would have received them without your help.

  I just hope it does not happen again in 5 months when I have to reorder.

  Mark Cuban Cost Plus Drug Company needs alot of work if they are going to succeed in being a business. 

  Business Response

  Date: 10/24/2023

  I am sorry to hear about your order issues. My team let me know this was cancelled because there were not refills remaining on the medications in your order. We will need your prescriber to submit new prescriptions for these before an order can be processed.
  
  If you ever need assistance or have questions please reach out to ********************** and we would be happy to help.
  

  Customer Answer

  Date: 10/24/2023

  I am rejecting this response because:   That was the original order placed back in August, that was shorted and I had to get BBB involved to get the rest of that order, The complaint that I just filed was for the refills of 3 of the drugs, but now Mark Cuban Cost Plus Drug Company says I have no refills and canceled my order and refunded my Credit Card, this company is a joke, and needs to be banned from being a phramacy. You can close the case as there is nothing else that can be done. My doctor will write a new prescription in a couple months so I will probably be back, as I know I will have issues with them again. Whats bad is they are the only pharmacy that has that drug!

• Initial Complaint

  Date:09/11/2023

  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.

  I have had a prescription filled for the past 9 months, but I am now unable to get a refill. The website said no refills available because they said they sent a 90 day supply. I have always received a 30 day supply, the prescription was for a 30 day supply. I have requested assistance 4 times over a month, most recently trying to call. There is no response and I am running out of medication. They say someone will be in touch regarding email requests, but I have only gotten one auto-email. I can't speak with a pharmacist either. I am worried about getting this filled before I run out.

  Business Response

  Date: 09/12/2023

  Hi *****,
  
  I am sorry to hear about your experience. I had our team look in to your account and they said you should be able to place your order. Both prescriptions are showing as a 30 day supply. I will reach out to you by email now so you have a direct line of contact.
  
  *****

  Customer Answer

  Date: 09/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/28/2023

  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 much needed blood pressure medication EIGHT days ago and it still has not shipped. This is the second, but the worst time, I have had this problem. I NEED my medication, I take FOUR ** pills a day and am now OUT of one of them and about to be out of another in two days while they sit on my order. Maybe if I just needed vitamins this would not be a problem, but they are in the business of providing people with pprescription medication and taking this long can put people's lives in danger.

  Business Response

  Date: 08/28/2023

  Hi ******,
  
  I apologize for the delay on this. Orders are currently shipping in 5-7 business days as we bring on a new pharmacy fulfillment partner to support an unexpected increase in demand. We are doing our best to communicate these delays on our website, but I will reach out to the team and see how we can better inform our customers of this temporary delay moving forward.
  
  We should be back to our normal order fulfillment times soon (1-3 business days).
  
  It looks like your order has shipped and is waiting for a scan. This should update with a scan and eta in the next ***** hours: **********************************************************************************************************************************************************************************
  
  Please send us an email if you have any questions. **********************

• Initial Complaint

  Date:06/05/2023

  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 love this service. Being on ******** with a drug plan that has deductibles on any drugs in Tier 2 and up. I received my perscription and was notified of each move. It would have cost me $130 thru my insurance which is also mailorder service- but thru this service it was $18!!!! Getting ready to send off for meds for my hubs. Just wanted something positive on here.

  Business Response

  Date: 06/06/2023

  Thank you so much for the kind words and your support of Cost Plus Drugs!

• Initial Complaint

  Date:05/02/2023

  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.

  Went to my doctor last week and they sent over 3 prescriptions. I have confirmed with them that these were sent over.My Clobetasol Propionate Lotion (bottle of liquid) is missing. Not there at all list on my prescriptions. Sent in last week at the same time as everything else. Also, My betamethasone shows only 3 refills. You marked my existing prescription that had 3 refills left as EXPIRED. It was not expired, I should have 6 refills now. Same issue with my Clobetasol Propionate tubes. I had 2 refills remaining and you marked them as EXPIRED and they are not!!! I should have 5 refills left. This is a complete disaster! I have not had this issue with any other pharmacy in all of my years of using these prescriptions.Also, twice now I have received my tubes of medication in envelopes that were completely crushed. The tubes were damaged with the cream leaking out. There is no way to speak to someone about this. I just ate the cost because it's cheaper than everyone else and needed to start using the medication.

  Business Response

  Date: 05/02/2023

  Hi *******. I am so sorry to hear about your multiple issues. 

  Unfortunately we do not carry Clobetasol Solution (Bottle of Liquid), which is why you are not able to see that prescription in your account. 

  I am looking into the issues with your other two prescriptions being marked as expired and will send you an update by email. 

  Customer Answer

  Date: 05/08/2023

  Screen shot that shows prescription is carried.

  Customer Answer

  Date: 05/08/2023

  I am rejecting this response because:   Attached is a screenshot that from Cost Plus Drugs website that shows them saying they do carry this prescription. On the day I went to the doctor I even printed this page out and gave it to them to make sure they matched what is carried. Still on the website, as this screenshot is dated today.

  Business Response

  Date: 05/16/2023

  Hello, 

  We carry the following forms of this medication: Can of Foam, Lotion, Tube of Cream, Tube of Gel, Tube of Ointment. 

  We do not carry this medication in a solution form. Unfortunately, your prescription is for the solution form which we do not carry. 

  Customer Answer

  Date: 06/06/2023

  This was marked closed, but the business has not in any way addressed my refills situation. It still remains the same. (below)

  Went to my doctor last week and they sent over 3 prescriptions. I have confirmed with them that these were sent over. My betamethasone shows only 3 refills. You marked my existing prescription that had 3 refills left as EXPIRED. It was not expired, I should have 6 refills now. Same issue with my Clobetasol Propionate tubes. I had 2 refills remaining and you marked them as EXPIRED and they are not!!! I should have 5 refills left. This is a complete disaster! I have not had this issue with any other pharmacy in all of my years of using these prescriptions. Also, twice now I have received my tubes of medication in envelopes that were completely crushed. The tubes were damaged with the cream leaking out. There is no way to speak to someone about this. I just ate the cost because it's cheaper than everyone else and needed to start using the medication.

  Business Response

  Date: 07/12/2023

  ******* was able to place an order successfully, and all prescriptions are showing in account.
  
  Reached out directly via email if she needs to contact us in the future, and also provided our customer support number.

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service 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.

  You were sent a prescription to fill for blood pressure. Someone entered it as 1/2 pill per day and said it would last 9 months. It was a prescription for 1 1/2 pills per day for 90 days. Then they changed it on my account but never shipped it and still says not available till the 9 months are up. Now I'm out of medication because someone there cant read or count and they won't respond to my inquiries. They are a sorry bunch of people with NO customer service.

  Business Response

  Date: 04/11/2023

  Hi *******, 

  I'm so sorry to hear about this issue. We are looking into it now and will get it resolved as quickly as possible so you can place your next order. Someone from our team will reach out once the issue is resolved. 

  Best,

  ****

  Customer Answer

  Date: 04/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service 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.

  1) i* is impossible *o speak *o a live person 2)adver*ised price was no* wha* *hey charged me (15 vs 54$) reques*s why were never answered 3)received email 2 days la*er *ha* *hey are ou* of s*ock. *hey will *ry for 5 more days and if *hey don * have i* i am on my own 4)so far only nega*ive commen*s abou* *his new pharmacy

  Business Response

  Date: 02/03/2023

  Hi **** - I'm sorry that you've had so many issues.
  
  We do have to do everything we can to keep our prices low, which means that at times of high demand our phone lines can get very busy. I do apologize for that.
  
  Our pricing on the website is always what you will be charged for the specific quantity listed. Please make sure to check the correct options in our "Price Calculator" section based on your prescription from your doctor. In this case I can see on our end that you were charged the correct amount.
  
  Unfortunately your specific medication is on backorder from the supplier. We expect to have it back in stock by next week when we receive a new shipment.
  
  I do apologize for your negative experience and would be happy to help you personally with your next order. My email address is **********************
  
  Best,
  *******************
  Chief of Staff

  Customer Answer

  Date: 02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  well if you see the price listed on your website and the amount you charged me you will see the difference. also you do understand that people need their medication on a continuing basis without lapses in order not to cause damages to one s health. this is detrimental to one s health and might have ramifications. i have never heard of a pharmacy that won t answer the phone. you can contact me at ***********

• Initial Complaint

  Date:12/20/2022

  Type:Product 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 for a medication on ~11/6/2022 and was charged $35. I was quickly notified via email the medication was no longer available and a refund would be issued asap. A partial refund of $14.70 was processed on 11/16/2022, but the remaining refund has not been processed and no response or reason has been given. I've attempted via email to resolve this several times and only receive an automated response that I'll be contacted within 24 hours and never once have I received a response. I really wanted this company to be all they said they could be, as my medications are expensive, but this is a terrible first experience. Especially since I'm the guinea pig trialing this company for multiple friends and family members. Not at all the smooth ordering experience I expected from a Mark Cuban company.

  Business Response

  Date: 03/15/2023

  Business Response /* (1000, 6, 2022/12/24) */ Contact Name and Title: Ryan K******************* Contact Email: ********************** Cost Plus Drugs has contacted the user via email to resolve issue. Consumer Response /* (2000, 8, 2022/12/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/21/2022

  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 a prescription and paid for expedited shipping on 9/12 and it was confirmed on 9/12. The latest it was to arrive was 9/15. I tried to contact support many times when it did not arrive, receiving only automated responses. I received a ship notice on 9/19 that it should arrive 9/20. The prescription did not arrive on 9/20. If it does arrive, at all, I would like my expedited shipping refunded. I should note, this did cause me to miss my prescription and I've had symptoms as a result.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/25) */ Contact Name and Title: Ryan K****, Chief of Staf Contact Email: [email protected] Hi *******! I'm so sorry to hear that your order was delayed. Typically our orders do take 2-3 business days to ship out after being placed, but I know that our communication around this has not been the best. We're working to improve this on our website now. In the meantime, if you could send your email address and date of birth to [email protected], I can look into this further and see how we can help. Best, Ryan