shopfirstlinebenefits.comReviews of shopfirstlinebenefits.com

Experience health OTC is a complete mess! I’ve been waiting for my OTC items for over two months, I’ve called customer service numerous times, even spoke to a supervisor last week that promised me my package would be shipped via UPS the next day. It STILL is NOT here!!! So by the time I’m ALLOWED to ordered per the time restraints they give patients, I’ll hopefully have two packages. RIDICULOUS and UNACCEPTABLE!!! Y’all need to do better and especially a supervisor that obviously told me a complete LIE, which is very UNPROFESSIONAL!!!

Two orders have never been received, one from April of 2023 and now from July of 2023. I called to find out what was going on and was told that their computer system was down. I was directed to call back in “one minute, no, make that 10 minutes, no, 15 minutes” and they abruptly hung up. This was the rudest, most unprofessional customer service that I’ve ever dealt with. United Healthcare should be ashamed to be associated with them and called on the carpet for using them.

I ordered product on 2-08-2023. 2 items totaling $26 was not shipped, money taken off my OTC acct & they said product on back order. I called 2-22-2023, 3-24-2023, 5-2-2023, 6-2-2023 & 6-19-2023. On 6-19-2023 on a 1 hr & 49 min phone conversation, I was finally told I did not file a complain within the time parameters. Question: why didn't anyone on my phone calls do this? They say I will not get the product now because complaint was not filed within the time limit. Bottom line: Do not order from their catalog on line. Physically go to you store to purchase with the OTC card. Customer service is horrible!!!!

Called more than 3x regarding Curad Thigh High Stockings (#5758) 20-30 mmhg. They are listed 6x under the same #5758 with no size or color to choose from. Talked to Luvine (Phillipines) regarding poroduct and she indicated the product is not listed, Why is the OTC catalog different from what customer service has. Who updates on line OTC products. What's the need for OTC online if the items are different with customer service. Poor service, disorganized, out of stock and cheap products, mostly generic. Quite disatisfied consistently. Complete waste of time.

Like others, this company is handling OTC benefits for our UHC AARP plan. We placed an order on March 14. On May 22 we have still not received it. We called on May 2 and spoke with Jasmine in “escalation,” who assured us the order would be sent quickly. Still not having received our order, we called again on May 22, twice. The first time a representative named Ken disconnected us as he was supposedly connecting us to a supervisor. The second time Nyla (?) connected us to a supervisor named Deronda (?) who said that she could give us no further information except that someone should be contacting us by phone. We asked when. Deronda said these tickets are handled in 3-5 business days, but it's already been 3 weeks since the ticket was opened. We asked to speak to Deronda's supervisor. She said she would connect us, but then we were again disconnected. We are frustrated and very unhappy with the poor customer service of this company. Do they train representatives to disconnect persistent people on the phone?

This company is very incompetent. I couldn’t understand half of what they were saying due to non English speakers. First order was never processed and had to be reordered. The second order came 10 days later. They tell you your order will arrive within 5 to 8 days that is a lie. I thinkUHC should just give us all $50 quarterly and we can fulfill our own orders. I have never had a good experience with UHCAARP insurance company.3 It takes hours without resolution ever. It takes up so much time on their recorded messages and when you do talk to them they are also incompetent. My only recourse was to contact Medicare directly. Only then did I get satisfaction. It doesn’t surprise me that this company is just as incompetent.

This company is a OTC pharmacy benefits provider for a United Healthcare Medicare Advantage program. I have ordered several items that were defective or of poor quality. An insect repellant spray bottle leaked its contents while spraying, an anti-itch cream had gritty particles in it. A pedometer watch had a clasp that left abrasions on my wrist. The company does not allow refunds or exchanges, and customer support will not resolve any issues. I have complained to United Healthcare about this company, but they are still providing OTC products as a UHC benefit. FYI, FirstLineBenefits is changing thecompany name to Optum.

I ordered on April 3, 2023 and the website shows that it shipped out on the same date. It has not arrived as of April 23rd. The tracking# is bogus; it does not come up as valid. Customer service asked me to be patient for the order to arrive. I reviewed my history with previous orders, and this is an unusual span of time without delivery. I will continue reaching out to customer service.