Complaints

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:04/10/2025

  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.

  Shipped less amount of drug than agreed upon. Did not ship phenyl and made excuses when confronted

  

  Business Response

  Date: 04/10/2025

  The patient enrolled in the Erectile Dysfunction **** treatment program with a prescription for QUADMIX and was appropriately charged for 5mL of medication. He received two vials, each containing 2.5mL, compounded and fulfilled by University Compounding Pharmacy, as shown in the images the patient provided.
  Additionally, the patient enrolled in the reversal (antidote) medication, PHENYL, which has been completed at *************** and is currently in transit via **** Tracking details were sent to the patient via SMS, with delivery scheduled for the end of day on 04/11/2025.
  The patient has received the QUADMIX medication and has been informed via SMS that the PHENYL shipment is on its way and was provided with the tracking information as well. The treatment specialist also offered to provide the pharmacy's direct contact information so the patient could speak with a pharmacist regarding the appearance of the medication. The pharmacist could best explain the process on how the medication is compounded and why it is a clear color.
  The patients order was placed on 04/02/2025. The first shipment was delivered via ***** on 04/09/2025, and the second is expected to arrive on 04/11/2025, making the total fulfillment time 9 days. This falls well within our standard processing timeframe of 714 business days, which begins once a completed medical intake form is received and order processing is initiated.
  

• Initial Complaint

  Date:06/06/2024

  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 medication from these guys and kept it in the freezer like their doctors suggested me to do. The vial started developing some deposits after a while. The vial was never even opened and i did not get to use the medication even once. When i contacted customer service, they said they will not replace it.

  

  Business Response

  Date: 07/29/2024

  To whom it may concern,
  Thank you for your patience as we address the patient's concern regarding order #******.
  The patient placed their order with us on November 29, 2023, and contacted us with their concern on June 6, 2024. The patient had been using another vial of the medication and had frozen a second vial, which is now reported to be cloudy after several months in the freezer.
  We consulted with AMBROSIA Pharmacy, the compounding pharmacy responsible for this medication. They confirmed that cloudiness in the solution is normal. However, the medication is only stable for six months, even when frozen. The vial in question was made on November 16, 2023, and dispensed on December 7, 2023, which means it was beyond its Beyond-Use Date (BUD) by the time the patient reported the issue.
  In accordance with the pharmacy's protocol, we requested that the patient submit pictures of the vial for a thorough review. Despite this, AMBROSIA Pharmacy has informed us that a replacement cannot be issued because the medication has exceeded its BUD.
  We understand the patient's concerns and regret that we are unable to offer a replacement under these circumstances. We remain committed to ensuring that all our customers are satisfied and are available to assist with any further questions or concerns.
  Thank you for your understanding.
  Best regards,
  *********************
  Customer Service Manager

• Initial Complaint

  Date:05/06/2024

  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.

  I ordered this medication online on March 27th. The guy called me right away to get some info. Je sent it to the doctor. It was supposed to be reviewed within 1-4 business days. It took 8. I had emailed the doctor so that could be the reson why it was received the next day. From there it was sent to the pharmacy to be filled and shipped. That was on April 9th. Today is May 5th. There policy is that once the doctor approves it then it takes 7-14 days to process and ship it. We are on business day 19 *** counting. I spoke with the company on May1st telling them what was going on. They assured me they would take care of it but they couldn't refund my money. They said we had to cancel prior to it being sent to the doctor and if it's already been shipped they can't do anything. I didn't realize I wanted to cancel it was back then. I wanted the medication at the time. Also. My medication had not shipped. I don't want it. They can keep it. I just want my money back. I feel like if they can break their policy rules on how many days things take then they can break the rules for what they can give a refund too.

  

  Business Response

  Date: 06/05/2024

  Hello,
  
  Thank you for reaching out to ** and bringing this concern to our attention. We apologize for the delay and any inconvenience the patient experienced with their order. It appears there was a system glitch which caused the delay in sending the patients prescription to the pharmacy causing a delay.
  We understand the patients frustration and want to assure you that we have reached out to Groupon and requested that they issue the patient a full refund for their order. They have confirmed with us that a refund was issued to the patient on May 9th, 2024.
  If the patient is still interested in receiving the medication, we would be happy to process a replacement order for them. Please let us know how they would like to proceed.
  Thank you for your patience and understanding.
  
  ****
  Customer Service Manager
  **********************

• Initial Complaint

  Date:10/26/2023

  Type:Sales and Advertising 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 company sends medicine to patients. I inquired about a subscription and I was never contacted by a doctor, nurse practitioner, etc. I was then charged for a subscription in July and I never received the item. In August, I was charged again after I canceled the subscription because I never received the item, and I had my credit card cancel the payment. Now, in September, I was charged again, no item received. I once again went online and requested the cancelation. Today, I was charged again, after I asked for a fourth time to cancel a subscription on an item I never received. At this point, I have been charged four times for an item I have never received.

  

  Business Response

  Date: 10/31/2023

  The patient has placed 4 orders since July 9, 2023.  Two of these orders were cancelled and not charged #****** and #****** both were an authorization hold, but released when the order was cancelled.  I have included the screen shot for this in the payment history.  The next order placed #****** is showing as delivered by *** tracking information has been provided for this.  Per our terms and conditions which has been attached as well we require up to 48 hours prior to renewal processing to cancel.  I have included the chat request to cancel which was received on October 25, 2023 at 11:54 a.m PST.  The subscription renewed on October 24, 2023 which would make this order unable to be cancelled.  The order has since been sent out with tracking:

  Your shipment
  1Z972W9F0334703436
  Estimated delivery
  Tomorrow, November 01 by 7:00 P.M.

• Initial Complaint

  Date:09/27/2023

  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.

  In august i ordered a single dose of medicine and was under the belief since i asked for a single dose after being asked if i want 2 that it was not a subscription service. I have since been charged with a second dose and theya are refusing to refund me the $399.

  

  Business Response

  Date: 09/28/2023

  This patient previously had an active subscription that she cancelled in April.  The chat transcript that the patient supplied shows that she acknowledged she was wanting to restart her subscription but for a one month supply.  I have attached our Terms and Conditions, the chat transcript as well as our Cancellation Policy.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20663619
  
  I am rejecting this response because when i spoke to a representative on the phone I specifically said I only wanted one dose *** was not told it was a subscription. I made this very clear. The chat was intentionally misleading as again I asked for a single dose not for a subscription. I told the representative on the phone I only wanted the single dose due to the high cost.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/28/2023

  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.

  Invigor Medical charged me $399.50 in July and August (total of $799.00) for two products that were never delivered. **************** agents did not return my emails and told me via online chat and on the telephone that they would take care of the situation including contact the pharmacy for an update, refund the products that never arrived, and cancel any upcoming orders until the original missing product was delivered, among multiple other statements. None of that has occurred and I have been contacting the company for over 3 weeks.

  

  Business Response

  Date: 09/04/2023

  The order for July was delivered I have attached the proof of delivery as well as the cancellation policy.  For the second order this is at the pharmacy in the being dispensed status.  The delivery time from when the order is sent to the pharmacy is **** days.  This was sent to the pharmacy on 08-23.  Per the terms and conditions once an order is sent to the pharmacy we are unable to cancel.  The patient chatted in on 08/26 3 days after script was received at the pharmacy.  We have cancelled the patients subscription no further orders will be charged or sent to the patient.

  Customer Answer

  Date: 09/20/2023

  Hello, 

  
  I would like to continue my dispute. The following is the timeline that clearly demonstrates the inadequacies of Invigor Medical in providing appropriate medical services:

  
  Order 1 - sufficient order process

  May 27th: Order summary sent to me via email

  June 1st: Order approved and billed (please note that NO telemedicine appointment was conducted by a health professional with me prior to prescribing the medication)

  June 6th: I received an email that the medication had been shipped from ************ in *********, **

  June 7th: Medication delivered WITH an emailed photo of the medication box left in our building

  
  Order 2 - sufficient order process

  June 24th: Order summary sent to me via email

  June 25th: Order approved and billed (once again, NO telemedicine appointment was conducted by a health professional, just a chat message asking if I had any questions)

  June 27th: I received an email that the medication had been shipped from ************ in *********

  June 28th: Medication delivered WITH an emailed photo of the medication box left in our building

  
  Order 3 - Billed but no delivery 

  July 22nd: Order summary sent via email to me

  July 25th: Order approved and billed (once again, NO telemedicine appointment was conducted by a health professional, just a chat message asking if I had any questions)

  August 4th: I contacted Invigor customer service online and stated that I did not receive a delivery and the customer service agent mentioned that it is fine to go 2 weeks without the medication and that I should contact customer service again if it wasn't delivered to cancel the order

  
  Order 4 - Billed again without delivery of orders 3 or 4

  August 19th: Order summary sent to me via email

  August 19th: I emailed Invigor medical customer service again and told them to cancel order 4 and order 3 since the medication from order 3 had not been delivered to my residence - no response from customer service 

  August 23rd: Order approved and billed (once again, NO telemedicine appointment was conducted by a health professional, just a chat message asking if I had any questions)

  
  August 23rd: Emailed the company again to request cancellation of orders 3 and 4 but no response from the company

  August 24th: Chatted with ******* from Invigor customer service online and he asked if I would like to cancel orders 3 and 4. I stated that I would like both canceled and reimbursed. 

  August 28th: Chatted online with Invigor customer service again requesting reimbursement and cancellation of orders 3 and 4. They apologized again and said that they would take care of it. 

  August 28th: Filed complaint with Better Business Bureau

  September 1st: Invigor medical email states that the pharmacy has the medication in the dispense potion of the filling process but that as of August 30th, it had not been filled yet. Interesting timing for Invigor Medical to finally attempt to fill and deliver the orders that they charged a customer for but never delivered.

  September 1st: I received an email from a different compounding pharmacy - ********************** - that one medication order was shipped. This is a different compounding pharmacy than orders 1 and 2. It's again interesting that a different pharmacy magically contacts me the day after I file a complaint and weeks after the first time I requested cancellation and reimbursement of the missing orders. 

  
  At no time did I receive a delivery of orders 3 or 4. Please note that the "delivery confirmation" image that Invigor Medical attached in the BBB messaging center is of one order and not two orders and additionally, there is no photo of the delivered package at my residence (although the delivery confirmations for orders 1 and 2 BOTH had photographic proof of delivery. Furthermore, Invigor Medical is conducting inappropriate practice of medicine since telemedicine appointments are not being conducted prior to prescribing prescription medications. 

  
  Please let me know what additional information I can provide. 

  
  Thank you. 

• Initial Complaint

  Date:08/17/2023

  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.

  Either mail me the product or refund $399.50

  

  Business Response

  Date: 09/04/2023

  Patients order was delivered on 08/25 to the front door.  I have attached the proof of delivery.  Patient also chatted in on 08/29 and was informed of the same information.  Patient did not state any complaints at that time.

• Initial Complaint

  Date:07/13/2023

  Type:Billing 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 was charged in ****** never received the product, after notification the company promises I would receive the product in the following month, **** and not be charged for the following month. They charged my account in ****** **** and end of **** all the while I only received one month's worth of product, then promised to close my account, and charged me again today! No refund.

  

  Business Response

  Date: 07/17/2023

  We have refunded the patient for two orders.  The processing time for these to show can be **** business days,  I have included a screen shot of the refunds.

• Initial Complaint

  Date:06/27/2023

  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.

  Invigor stated they 'verified' *** delivery of monthly medications to my home. The medications were not delivered. Subsequent attempts to reconcile this by requesting a replacement or refund has been met with resistance. I have been a customer for a few years, and a good one at that. I am out nearly $500. Unacceptable.

  

  Business Response

  Date: 07/12/2023

  Patient has been refunded due to supply shortage from the pharmacy.  I have spoken with the patient they are happy with this outcome,

   

  Thank you,

   

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

  Customer Service Manager

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

• Initial Complaint

  Date:06/01/2023

  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 attempted to purchase Semaglutide from Invigor Medical on May 19th. I then realized my family doctor would prescribe it so I contacted and cancelled the order. I then saw 2 orders for the med and spoke with them via their customer service chat and informed them to cancel. I wash charged $399.50 on May 22nd, even though no medication was ever sent. I then was told ***** hours I would receive my refund and they cancelled the order. I looked again on May 24th and both orders still showed active. I called again on 5/25 and informed them the orders are still active and no refund. They also cancelled another medication, Trimix, that I have ordered before and I never mentioned to them to cancel. They said they would take care of. On 6/1, still no refund so I called in and talked to a very rude lady who told me I would need to change my tone or she would hang up on me, which is company policy. I inquired again about my refund and she said she had no idea. I asked to speak to a supervisor and she said no and she would think about sending a message to have one contact me. I then told her I would be filing a complaint with BBB and she said do whatever you want. Worst customer service I have ever seen or heard.

  

  Business Response

  Date: 06/12/2023

  Patient was provided a credit on our website in the amount of $399.50 that he was able to use to purchase another medication that we offer.  Per our terms and conditions once the order is at the pharmacy patients are not able to cancel or receive a refund.  As an exception we were able to provide this this coupon for the patient.  I have added a copy of our terms and conditions that is available on our website.

  Customer Answer

  Date: 06/12/2023

   
  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.
  
  Sincerely,
  
  ***********************