Julie
Very inconsistent with charge dates and poor customer service response
My name is Julie Moore (buyer) and I am requesting a full refund in the amount of $297 for the transaction with IVY RX PLLC (seller) that took place on July 7, 2026. I sent a request to have this order canceled at 7:44am and only received an automated response saying that my inquiry was under review. I also called and spoke to a customer service representative at 11:24am to have this order canceled and spoke with Carl, who said he placed the request, but then received an email from him at 2:04pm saying that the order could not be canceled. The order information was not sent to FEDEX until 10:17am and was not picked up until 2:11pm, so there was plenty of time for this order to have been canceled and the $297 refunded to me. On May 16, 2026, I also went onto the website to manage my next shipment and asked for the June 2026 shipment to be paused, but that did not take place either. When I called again later this afternoon to the customer support line to cancel my whole account with Ivy RX after receiving the email from Carl, I was informed by the rep that I could have gone online to pause my shipment, and when I mentioned that I had done this in May for Junes shipment but was billed anyways, she told me that they are aware of issues of this happening on the website and app, and that they were trying to get this resolved, so then in the meantime, I should have called instead. This completely contradicts what she had just told me of being able to go online to pause shipments and if it is a known issue, this should not even be offered on the website or app. Every month, the charges come out at different times, which makes it extremely difficult to account for the expenses or budget for it and there is no consistency.
Response from Ivy RxJul 8, 2026
Thank you for taking the time to share your feedback, Julie. We sincerely apologize for the frustration and inconvenience you experienced regarding the cancellation request, communication, and billing concerns. We understand how important timely updates and accurate account management are, especially when it involves charges and shipment requests. Your concerns regarding the inconsistent communication and experience with the cancellation and pause requests have been noted. Someone from our team will be reaching out to you shortly to review your account, address your concerns, and assist with your refund request. We appreciate your patience and the opportunity to look into this further.