Done.Reviews of donefirst.com

I had moved from a different state so wasn’t sure how to go about continuing my medication. The nurse practitioner was great and seemed that he put it through the system right away, tbh I don’t think it was him. I think the company itself isn’t qualified to get it through and don’t have enough support on the back end to actually get the medication sent to the pharmacy. The first pharmacy said that they didn’t accept Telehealth (after 3 days of waiting for it to be sent). The second pharmacy never even received the prescription. Total of 10 days with no results. My nurse practitioner replied right away and asks for pharmacy support but it’s quiet on their end. They’re out in leave, on break, or just don’t exist. I’ve asked for a refund and they’ve said “they’ll look into it”…great another 10 days of waiting.

I give Done a solid 2-Stars. The providers/clinicians are great when you do have appointments with them. I feel Done’s biggest opportunity (if they do wish to be successful) is customer service. Being able to manage and reply to customer needs is huge. As a client, I have had to continuously remain in contact and follow up with the Done team and connect them with whichever pharmacy needed. (I have had to change pharmacies 4 times since I have been with them.) It is next to impossible to speak with anyone in real time which makes navigating getting your prescription refilled or mitigating any pickup issues extremely trying. I feel I give Done 2-Stars because if you remain on top of everything as a customer you can get things achieved, but it is definitely a lopsided experience where you as the customer are doing most of the work for a service they are providing and you are paying for. I am rooting for you Done team! :) I truly hope that if you are unable to manage/satisfy your existing client base, look at that and the true fundamental issues with the feedback provided. Is it a systems issue? Is it a communication issue? Is it a staff shortage issue? Whatever it is, try to satisfy those needs first prior to taking on additional clients that will also have a sub par experience.

My experience started out well with them as I was able to get the prescription I needed. Later on, it got much worse. The main reason is because of their terrible customer support and the extremely delays in getting a response from them. Sometimes I would never get a response at all. I'd email jane, kustomer.test, hello, and their other contact forms and addresses. I was able to eventually get a response, but when I followed up, I never heard back. There was an issue with getting a copy of my medical records and I needed them urgently to help. Unfortunately, they failed to rise to the challenge for their $79/month paying customer. I've been trying to get a copy of my medical records, as required by law, and it has been a difficult process. The only reason I'm giving 2 stars is that the initial provider consultation and prescription was ultimately successful, but that was also a long process.

While the service is great for flexibility and cost, don't expect your provider to get back to you anytime soon. When I ran out of medication (yes there's a shortage, that's not the problem here), it took my provider 3 weeks to respond and change my pharmacy. I've continued using the service due to cost but keep your expectations low.

I initially had a great experience with DONE but things have drastically changed since the beginning of this year. I live in South Carolina and we are required now to have at least 1 In-Person appointment every 24 months with the provider. I did it back in February and have all the emails and proof of my appointment. A few weeks later I begin receiving emails to schedule an in-person appointment and it wasn’t a follow up, it read like it was going to be my first one. I think it’s a mistake so I reply that I already did. Done replies “thanks for letting us know” a week or so later I try to request a refill. The provider said I need to come in person and will need to do so every month starting in May. I’ve never heard this before because the emails I received said ONE IN-PERSON EVERY 24 MONTHS. I asked the provider for clarity and this is the same person who saw me in person the first time so I was really confused. No response. I’ve reached out to support who said my provider will reach back out to me in 24 hours, it’s been 3 days now. I loved this service initially but ever since the provider was switched it hasn’t been good at all.

*Edit - will adjust again after two months. After posting on social media, sending a thousand emails, and posting this review - I finally started getting help from their Support team. They kept up on their end with communication and followed up with me. They gave me a new provider and I was able to get a small refill until meeting with him. My experience with him went well and I appreciated that he told me the days he works and when I should put in a refill request to make sure I get it at the right time. The support agents that called me were also professional and listened to my very frustrating complaints. Keeping it at 2 stars for now because no one should have to experience what I did. If everything goes smoothly for 2 months, I'll update here and if everything goes smoothly for 5-6 months, I'll update again. DO NOT USE DONE. Please don’t waste your time or sanity and just go through referrals from your regular doctor. They’ve been stealing my money for months and canceled my appointments, wouldn’t answer my emails, and wouldn’t respond to my messages on the portal. When someone from the “escalation team” finally helped me they sent the prescription to the wrong pharmacy AGAIN after confirming both on the phone and email messages. I have been struggling for months.

!!! NOT WORTH THE HEADACHE !!! Easily, hands-down, the WORST customer service I have ever had the displeasure of interacting with. Unresponsive, unhelpful, and completely uncaring for you as a patient. I have been paying ~70 dollars a month, and it's been over 4 months since I've been able to actually get a prescription. $280 spent, and all I've gotten is this nightmare scenario of trying to find SOMEBODY who can I help me resolve the issues. I'm starting to realize I'm never going to get the help I need. And good luck getting any kind of refund when they completely drop the ball on you! Seriously, it's not worth it... UPDATE: So after months of frustration, this review was the key to getting some actual help sorting out my issues. Within the span of a few short exchanges, I got my issues sorted out, so I am back to having my medication... It would have been nice to avoid all this from the get-go... They gave me 2 options for compensation for my troubles. 2 months of not paying their monthly fee, or 20% refund of the last 3 months. Since the latter was a bit of a farce, I went with the 2 months. Since they offered me 20%, I'll return the offer, and add 1 star to my review.

I've used them for a year and a half and it's been...a journey. Back in 2021-22 it was fine, quick appointments when I remembered to schedule them, clinician was nice, all good. Then my clinician changed, I can't get the prescription that works, and the most recent appointment was "nope we can't go back to what worked, bye." I just canceled my membership. Thanks for the help but now I have to go through a real doctor. No longer with it with new rules about telehealth.