Holly G.
Getting a hold of your nurse or customer support is miserable.
No complaints about the actual product. I was on a compounded tirzepatide and niacinimide 3 month plan. The initial wait for the medicine was awful. This was a LONG process and I was trying to switch to them from a different provider so I ran out of one medicine waiting for the other. I ordered on August 17th, the doctor reviewed my chart and approved my prescription via chat message on August 19th, it finally shipped on September 3rd and I got it a few days after that. I had a horrendous time getting in touch with the nurse team. They give you a messaging platform to use, double messaging supposedly resets you in the queue, and the only phone number for thin is an AI virtual agent. I tried messaging them with a question on September 15th, they responded on the 19th apologizing for not responding and said they’d send a nurse to reply soon, but never replied at all. On October 11th I sent them a message with pictures of a full body rash and asked them if the tirzepatide was causing it. They responded on October 13th and told me to take a two week break from it to test if it was caused by the tirzepatide and when I asked if the medicine would still be good to use after the two weeks they never responded AGAIN. Then on November 9th I asked about refilling my prescription, and sent another message on the 13th and neither have been responded to. I received no renewal email, no responses to my messages, they removed my formula (the one with niacinimide) from their website without any notice, and gave me no tapering plan. There is no one for me to call and no one is replying to my messages on the app. I tried emailing customer service but honestly this company is officially a no for me.
Response from Anava HealthNov 19, 2025
Thank you for taking the time to share your experience. We’re glad you had no concerns with the medication itself, though we’re truly sorry to hear that parts of the process felt frustrating. We’d like to provide clarification for context: Prescription Fulfillment Timing The prescription was approved and processed within the standard timeframe provided at the time of your order. We fully understand how delays can be inconvenient, particularly when switching providers, and we’re actively working to continue improving turnaround consistency. Communication & Messaging Etiquette Our clinical messaging platform processes conversations in the order they’re received to ensure equitable patient support. When multiple messages are sent close together, it may inadvertently re-order the thread, occasionally causing response delays. That said, we recognize how important timely communication is and we are enhancing our workflow to better support high-volume days. Formulation Change (Niacinamide to B6) The compounded tirzepatide plus niacinamide formulation was temporarily paused by our pharmacy partner due to nationwide compounding adjustments. It was replaced with an equivalent B6-based option. Because this is a vitamin-based additive and not an active hormone or controlled pharmaceutical agent, no tapering or transition protocol is required when switching between the two. Clinical Safety Concerns Any clinical concerns submitted are always reviewed by licensed providers, and when appropriate, patients are advised under evidence-based guidance. We’re confident that the recommendations provided were clinically appropriate based on the information available at that time. We take your feedback seriously and will continue implementing improvements based on experiences like yours. Our goal has always been to provide safe, compliant, and concierge-level care — and we regret if aspects of your process didn’t fully reflect that commitment. If you would like to further review your case in a private and HIPAA-compliant setting, our team would be happy to connect. Wishing you the very best on your health journey, —The Anava Health Clinical Team