Isaac K.
Sesame is running a scam
I had a telehealth appointment with my doctor, who prescribed a medication that I later decided I wasn’t comfortable taking due to concerns about muscle mass loss being a common side effect. I requested a change, and the doctor kindly understood, writing me a new prescription right away. The doctor confirmed he sent customer support a ticket directly regarding the cancellation and I figured I would submit my own ticket to be safe too. The doctor was responsive and accommodating, and I appreciated that. However, my experience with Sesame's customer support has been a nightmare. After the doctor made the change, I placed an order for the correct medication which was an out-of-pocket expense for me. The next day, I received an email from customer support stating they had missed my support ticket in time, and the initial prescription had already been sent to the pharmacy. I understand the world is short staffed and overworked but customers should not be penalized when their staff can't read support tickets in a timely manner. I guess they didn't read the doctors ticket in time either which would have been sent before mine. I informed support that I had already confirmed the changes with my doctor and was not willing to pay for the initial prescription. The first customer support representative simply responded with "That is noted. Thank you". LOL very unprofessional. As someone with experience managing customer support, I expected better communication. I called in to speak with a manager since the first representative was probably in training. Unfortunately, I was denied a manager but was assured by a second representative that a refund was being processed since she also read the communications between my doctor. However, I would receive the refund details from another department in a separate email. While waiting for the refund details, I received a tracking notification for the new medication, only to learn that Sesame had requested the package be pulled back when it was already on the UPS truck in my city 'out for delivery'. An hour later, I finally received a response from Sesame stating they were unable to issue the refund because the initial medication had already been delivered. This was confusing, as I had clearly communicated the issue, my doctor had confirmed the change, and I had been told the refund was being processed. It was not my fault they continued to deliver the initial prescription I had declined. What didn’t make sense was that while they claimed they couldn't cancel the first medication, they had no issue halting the delivery of the second one, even after it had already been shipped. This back-and-forth and lack of clear communication made the entire process unnecessarily complicated and stressful. At this point, I have no choice but to dispute the entire charge with my bank, which only worsens the situation for Sesame. By failing to address their mistake and switch me to the correct subscription, they've lost out on future business from me—an ongoing $89 per month for at least 10 months ($890 in total). I’ve used Sesame several times in the past, at least 2-3 times a year whenever I’ve been sick. It’s unfortunate because the doctors have always been helpful and kind. However, their customer support has left me with no confidence in continuing to use their service. This is not just a lost transaction for them; it's a lost customer and a missed opportunity for revenue. Don’t they realize that there are plenty of other telehealth options we can turn to? The doctors were great, but sadly, the customer support experience was trash.
Response from SesameApr 7, 2025
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.