WillowReviews of startwillow.com

Very poor customer experience. I can’t get a response from the doctor or customer care on my refill; given that these are prescribed medications, this is very irresponsible. I will be filing additional complaints.

Recently, I was not charge ahead due to my card issue for a refill. I reached out to customer service to get my refill ordered and immediately within 2 hours, an agent reached out to charge me. However, I had concerns about the delay order message posted on the website about the timeline or estimated delivery. I have now received the tracking for my medication. I’d like to note that customer service could be more responsive and there should be more status update on the progress of the medication. Update: I have received tracking number for my order and it is arriving over night. Overall, shipping is very fast but could improve on the customer service.

Medication way too weak. Does not work at all. Waiting to hear from customer service. Hopefully it will be resolved. Picked the medication by pill. Cannot even feel a slight difference. Tried taking 2 at the same time. Still no improvement.

I had high hopes for Willow, but the lack of basic support is unacceptable. I reached out four times over nearly two weeks to request a simple delay in medication delivery due to travel—something time-sensitive and important since the medication requires refrigeration. Despite my clear and repeated emails, I received no meaningful response. Today I was notified that my medication is being prepared anyway, completely disregarding my situation. If this is the kind of attention and care they give to patients, I cannot recommend this program to anyone. Very disappointing experience.

I was charged $299 for two medications and I only received one that cost $30. Email from Willow said call number that came with prescription, the Pharmacy, they told me I need to call Willow. Trying to get someone to tell me where the $269 medication is and when I’ll receive it.

Updated review -- Willow has gotten even worse. After my previous negative experience, willow finally refunded the duplicated payment. Now I am waiting for my refill, which the doctor only ordered after I inquired on the 24th. I am on the sublingual tablets and as of tomorrow, I will be out of my medication. What's the point of treatment if it's stop and go? My doctor is ignoring me, CS is ignoring me. DO NOT use willow. I cannot believe they have continue to advertise on socials when they can't even deliver to existing patients. What a joke of a company.

Absolutely horrible customer service. Charged my card at the beginning of April, said there was a delay but it would ship soon then nothing. They will not answer email then when they do its a canned response (like a pat on the head). Still no product. Then another email to say they were going to charge my card in 2 days for the next shipment. I dont have the first one. I emailed them again and no answer.

Absolute worst experience imaginable. First month was seamless and then all hell ensued. This is my third week without any medication! Willow charged my card end of March and that prescription never arrived. Now they've charged my card again for the third round and still no medication, no real communication, can't get my meds or anyone to call or email me back. My doctor said since this much time has passed, that now I need to go backwards and stay at 25units whenever it does arrive! I am supposed to be injecting 50units/week 7 tomorrow, and bc of Willow/Empower fulfillment issues, now it's as if I never completed the entire first month at all. Complete and utter waste of time and money. Not to mention the mental anguish and stress involved with dealing with this company. Our health, our bodies, are being treated as if we're ordering vitamins. We should all be reimbursed every dime they've taken and/or sent our meds immediately overnight with some sort of compensation. Several friends are leaving the Willow program entirely. I've only stayed because they've charged me for unsent medication and I've worked with Dr Green at Winona. However, going on three weeks without any medication, without any communication aside from standard cut and paste PR verbiage filled replies (all orders will be shipped April 21st ... a brief gap in medication will not prevent progress), and completely destroying my progress on this journey is absolutely asinine. MAY 2, 2025 UPDATE | RESPONSE TO WILLOW I’ve contacted the Customer Care Team over a dozen times. The first few emails were replied to with static general sweeping statements and false promises. eg all orders will be shipped out April 21st, your UPS tracking number will arrive shortly, etc.
 All my other email requests have been ignored. And I was on hold at Empower Pharmacy for over an hour until it disconnected. The only saving grace at Willow is my doctor. The only person who responds to me.
 She has had to pause my refills as I’ve been charged twice now for meds that have never been sent. Shockingly, I’m in week three of being forced to stop my injections. Making month one null and void and a complete waste of time, nausea, headaches, hope and money. There is no other way of reaching anyone at Willow. Even the notice regarding Empower Pharmacy fulfillment issues has now disappeared from the Willow messenger system. Please let all of us know: who to immediately contact, how and when our orders will be filled. Most of us should be compensated for the months wasted, money taken, so on and so forth.