RefillsReviews of refills.com

Terrible experience. I placed my order and have been unable to get a hold of anyone about an update for over a week. It took them 30 seconds to take hundreds of dollars but a week to give me any kind of response. Do not use this company, they do not care about their clients. This is a scam.

Buyer beware when dealing with the company calling itself Refills.com, which lists a business address of 1401 Pennsylvania Ave, Wilmington, DE 19806. After receiving their tirzepatide medication, I became extremely ill. I attempted to contact the company multiple times through every method they provide—phone, email, and website chat—but received no response whatsoever. In addition to their listed contact methods, I previously received text messages from several individuals associated with the company, including a representative named Grace who sent promotional messages encouraging me to purchase their products, and a message from Andrew Sakla, who was identified as the prescribing doctor. All of the following text numbers are now disconnected: 561-726-6419 415-347-6964 646-461-4964 (listed as Dr. Andrew Sakla) This is extremely concerning, especially for a company providing prescription medication. Further, it would have been beneficial to be able to communicate with Dr. Sakla regarding how sick this medication made me! Another issue is that my credit card statement lists only REFILLS HEALTH as the merchant name and provides no customer service phone number alongside the charge. The company appears to rely heavily on text messaging to communicate things like shipment notifications and doctor approvals and then cancel the phone numbers. They also send no communications via email which I believe is intentional. When I attempted to contact them directly, emails sent to support AT refills.com received no reply. Phone calls to 888-458-5061 go unanswered. The recording simply states that all agents are busy and asks you to leave a name and number. I have left multiple messages and have never received a return call. Any messages send to their website “chat” feature also go unanswered. I have carefully documented each attempt to contact them, including the times and dates of my messages and chat requests. Despite numerous attempts, I have received zero response. To make matters worse, there is no way to cancel the auto-shipment subscription through the account settings, which leaves customers vulnerable to future charges. Because I could not reach anyone at the company, I had to contact my credit card company to block future auto-shipments, as I was concerned about another $600 charge for a product I cannot use. If you choose to do business with this company, you do so at your own risk. My best advice: Try contacting them yourself prior to purchasing anything! Because of these issues, I plan to file a formal complaint with the Better Business Bureau.

My GLP1 medication arrived with a refrigerate upon receipt neon sticker, was lost in transit for 7 days. Placed on: Feb 26th, 2026, shipped 3/2 and arrived 3/9 (7 days “refrigerated”. I sent multiple emails, left voicemails to their support number and texted the number associated with Grace who had given me a promo code initially. I received one email response (below) and no responses from support or doctor on the app and no callbacks. I asked for a replacement shipment or refund and they said my situation didn’t qualify as this refrigerated medicine is “stable” in transit at temperatures up to 86 degrees. They also provided a pretty sketchy note from a 3rd party saying no need to worry, it just makes it expire twice as fast. I’m personally not comfortable injecting medication that has been stuck in Miami, FL in unknown heat conditions. Spend the extra money and use HERS. Their email response: For your refrigerated GLP-1 prescription, the medication is generally stable in transit for up to 56 days at temperatures as high as 86°F (30°C). Because of this, a 5-day shipping delay doesn't automatically qualify the order for a free replacement or refund, as long as the medication arrives intact, not frozen, and undamaged. If your package arrives damaged, leaking, broken, or frozen, please don’t use it. In that case, reach out with photos, and we’ll review it under our damaged shipment policy: Medication Safety and Handling. Generally, refunds aren’t issued once an order is in fulfillment, and there isn’t a specific guarantee for a full refund if a replacement isn’t possible solely due to shipping delays. If you’d like your situation reviewed for a possible exception, you can reply to this message or connect through your patient portal with your order number, reason for the request, and details. Approved refunds usually appear in 3–5 business days (Understanding Refunds and Disputes). Once your medication is delivered, please refrigerate it as soon as possible and continue to follow the label’s expiration or Beyond-Use Date. You can track your shipment status (unable to have link). If your shipment ends up lost or misdelivered, you’ll need to check delivery locations, contact FedEx, and provide any documentation. We’ll help set up a replacement if the package can’t be recovered. UPDATE 3/12: After the response on trustpilot I received the following email from supportATrefills.com. I will say they have not provided any updates or additional information in the 24-48 hour window the references. I will update the review as things progress. 3/9/2026 Email: We want to sincerely apologize for the delay with your recent shipment. Due to an unexpected disruption at a FedEx transit hub, your order was held longer than expected, and we understand how frustrating and concerning that is — especially with temperature-sensitive medication. We want you to know that we are currently processing a reshipment for you at no additional cost. Once your new shipment is on its way (within the next 24-48 hours), you will receive tracking updates so you can follow its progress every step of the way. Your health and trust mean everything to us, and we truly appreciate your patience and your business. If you have any questions in the meantime, please don't hesitate to reach out to our support team. Thank you for being a valued Refills customer. Warm regards, The Refills Team

Their competitive pricing was great. Provider approved plan within 8 hours and order was sent to pharmacy. However the processing time at the pharmacy took a few days! So I received my order via FedEx express 6 days after placing order. Getting provider or customer service to respond ONCE to a question or comment consistently took 4-5 days. I cancelled my plan over it. I was going to renew since all other plans were incredibly high (thank you tax season) but I could not renew using the button nor could I get anyone to process the payment as they had stated could be done. Forget about trying to call them, it’s the same issue. It’s a pay and leave them alone kind of business so manage your expectations.

2.24 - doctor messaged in portal of prescription approved crickets 2.27 - sent customer support requesting update - no response 3.02 - Shipment information sent to FedEx 3.03 - FedEx picked up 3.03 - At local FedEx facility MIAMI, FL - its hot in Miami 3.05 - sent another customer support requesting update - no response 3.05 - sent doctor a message - no response 3.06 - no phone number to call? It's still sitting in Miami, nothing from customer support. the medication should be stored in a refrigerator at 36°F to 46°F (2°C to 8°C) to maintain potency, stability, and effectiveness. I'm not injecting anything in to my body that's been sitting in 80 degree Miami weather or 5 days. Save yourself a headache and go with another provider.

This is my second month with this company. They never respond to chat in a timely manner. Last time medicine was late. This time medicine was shipped by 2 day FedEx residential no weekend delivery and keeps getting stuck in Miami. I received confirmation that it was way for delivery Wednesday. It has been sitting in Miami. Was to take my medicine Weds. night its now Friday still no medicine and still showing in Miami. This company is quick to take your money, but does not timely respond to concerns or returns calls. I haven't even received the last order and now 10 day later they want to charge me for the next shipment. What the hell. It is not worth the stress when you're expecting something promised and company does not deliver. Check the background for where they get meds as well is it really safe to put into your body. Tried to call again and phone is not working, seriously. Buyer beware price is only one part of this equation. If your looking for communication, follow-up, reliability, timely i am afraid this is not the company. I have experience it all.

They are quick to take your payment & then ghost you when you use the chat feature and calling just ends in a voicemail that likely will not be listened to. It does not take 6 days from FEDEX tracker saying “shipping label printed “ and then no update. I used RO originally and they were WONDERFUL. I am about to cut my loss and go back to RO and spend an extra $200 a month on their membership fees and get their quick delivery and great communication. I don’t want to inject something into my body from a company who won’t answer my calls or even respond to a chat of something we’re to go wrong?!

At first they were great and responsive…. Then my second shipment was late AND the wrong dosage. I cannot get a hold of customer service to save my life. So I had to cancel with them and move on