WillowReviews of startwillow.com

Update to inform everyone that Empower pharmacy (the pharmacy Willow uses to fill their prescriptions) is being SUED by Eli Lily—-the manufacturer of tirzepatide for selling KNOCK OFF versions of the popular weight loss medication. Google it!! Willow will take your money and then not respond to you for weeks. Non-existent customer service and support. It takes 6 business days to get a generic response from anyone——customer service AND correspondence from your Dr. If you need a delay in shipment for travel purposes it’s impossible to communicate that with anyone. Medications from their chosen pharmacy empower take FOREVER and several of my shipments were delayed for DAYS and the medication is shipped via 2 day shipping in a cooler box. Upon arrival (several days later) the medication was hot, ice packs were melted, and I had to reach out to Willow several times and it took over a week for someone to respond to my questions about the safety of my warm medications that were delayed en route. There are so many companies prescribing these medications I would avoid Willow for the extreme lack of any customer service and patient care and compassion.

Strongly recommend not using Willow as they are currently unable to supply medication on a regular, monthly basis. In my experience, I received my initial dose of a GLP1 quickly, but the pharmacy was not able to fill my second dose and Willow could not provide any information as to when I would receive the prescription. I finally had to cancel my order and change providers. The experience was extremely disappointing and a waste of time.

Update: It is now 06/04/2025. Willow has periodically reached out to me to say they are "investigating" the issue, but no actual progress on why my prescription has not been filled. I ordered at the end of April, and first the doctor "forgot" to send the prescription, then the pharmacy "lost" or "forgot" to fill it. It's now over a month later, and the have *charged me for a refill* despite the fact I never received my first prescription. I am convinced this company is run by two kids in a trench coat using AI to fake all the actual employees. The website implies you're getting the medicine directly from their in-house pharmacy when that's clearly not the case. Original Post: Very slow / poor customer response. I was approved for the medication almost 2 weeks ago, along with a message from the physician saying that my prescription had been sent to the pharmacy. My status then went into limbo, and despite reaching out to customer service multiple times, I have only had copy / paste answers from the FAQ or a canned "We are busy" type message with no concrete information of what is going on my prescription and when I can expect to receive it. I was approved for medication on May 1. Since then, my account has said my virtual visit is being reviewed (the step before the pharmacy processes your prescription) . I have written customer service multiple times. The first two times, I got a response literally copy and pasted from the FAQ. This last time, 12 days after, I got a response that my doctor never sent in the prescription - despite the online correspondence I had from the Willow doctor expressly stating the prescription had been sent in on May 1. If they knew it hadn't been sent in, why wasn't it checked on any of the times I asked about it 10 days prior? Further, after saying, "Your doctor hasn't submitted your prescription." They just...disappeared. If my doctor - who works for Willow - did not submit my prescription, and I can only contact them via Willow, what am I supposed to do about it? Shouldn't they be the ones following up in the system? It's such a weird feedback loop and it really feels like I'm just talking to an AI who is meant to confuse me indefinitely.

They will charge you multiple times. It's a fight to get your money back. After initial purchase it take months for any more. Medication is very weak and not formulated well. Not worth it. This company is a scam. Can't even post honest reviews in their Facebook group because they delete them.

I have been on since February. 1st month was fine-all other shipments have been late. My husband started and is on his 2nd month and never received his medication. They are not responding. I’m sure we will have to cancel and find another program. I want a refund for the charges and meds we have not received.

UPDATE!!! What a Joke - Email from my “Dr” after over a week of pushing for honest answers or even a reply Dr. Michael Lahey I heard back from patient services today, apparently the pharmacy cancelled the prescription because shortly after Dr. Teet submitted the prescription he resigned from Willow and is not active on the platform anymore. I can submit a prescription now and patient services is contacting the pharmacy to expedite it. Do you want me to submit it or do you want to cancel and get a refund? You This is the most BS excuse I’ve ever been given. Willow just needs to be more upfront with potential new patients if their pharmacy is not able to fulfill the orders and then they should not take our money. I do not want another order with no transparency and no communication so if you can resubmit it and actually tell me YOU have confirmation from Pharmacy then yes I’d like to proceed and have it expedited, which I believe is the very least you guys should be doing right now. I would also like it in writing that I will not be charged for this as customer care already told me that “to make things right they were refunding me my $300 that they took from me almost a month ago and neglected to provide service I paid for not communicate to me wtf happened. I have been messaging back-and-forth with you and customer service for almost 2 weeks now and this is the first I’ve heard of it is absolutely unacceptable to me that you guys weren’t able to dig this information up sooner. I called empower today got on their queue and received a call back in two hours. There’s no reason I should be able to do that and nobody from Willow was able to do so. Piss poor customer service that needs to be made right It has been three weeks and I still have not received my first order from the pharmacy and customer service has started ghosting me absolute garbage. Last email I received and now they no longer reply Hi Callie, Thank you for waiting. After reviewing your order, it looks like there was a glitch in our system, which unfortunately caused your first prescription not to be sent to the pharmacy and your first order not to be processed. This is absolutely not the standard we uphold, and I’m so sorry for the inconvenience this has caused you. ​ To make this right, we can offer two options: We can process a full refund since the pharmacy has not fulfilled the order. If you’d still like to receive your medication, we can have the pharmacy process your order now, and it will be shipped within 3-10 business days. Please let us know how you’d like to proceed, and we’ll do everything we can to make this right as quickly as possible. ​ Again, I deeply appreciate your patience and truly regret any frustration this has caused. ​ Please don’t hesitate to reach out with any further concerns—we’re here to help. Elizabeth Willow Patient Services

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.

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.