New C.
Great service until a shipping delay exposed a major lack of patient care
I have been a happy patient for 7 months with Winona and everything was great up until this point, which makes leaving very disappointing. Recently, my medication refill was delayed in transit, causing me to run completely out of my hormone replacement therapy. While the customer service team was very nice, their hands seemed tied by rigid policies. They couldn't offer any immediate solution or backup plan, and basically just told me to wait 5 days to see if the tracking updated. The ultimate reason I am canceling my account and giving 3 stars is the shocking response from my assigned Winona doctor. When I messaged her to let her know I was entirely out of medication and experiencing a return of symptoms, she was completely dismissive. She told me she had 'no control' over shipping and that there 'wasn't much she could do.' Abruptly stopping HRT cold turkey is a medical issue, not just a retail delivery issue. For a prescribing physician to show zero patient care or clinical accountability during a logistical failure is unacceptable. While Winona did process a full refund immediately when I demanded to cancel, I cannot stay with a medical platform that abandons its patients when shipping fails. I am moving my care to another platform.
Response from By WinonaOct 21, 2026
Thank you for sharing your feedback. We’re sorry to hear that a shipping delay disrupted your treatment and left you feeling unsupported during a frustrating experience. We understand how concerning it can be to run out of medication and experience returning symptoms while waiting for a refill. While shipping delays are outside our direct control, we recognize the importance of clear communication, compassionate support, and helping patients understand their options when unexpected issues arise. We’re disappointed to hear that your communication with your doctor did not leave you feeling heard or supported, as that is not the experience we want our patients to have. We’re glad our team was able to process your refund, but we’re sorry that this experience led you to leave Winona after seven months. We appreciate the time you spent with us and your honest feedback, which helps us identify areas where we can improve the patient experience.