KPhill
No customer service response
I have used this company for some time and had no problem and had been happy even paid for a 6 month subscription however the last few orders have been late. Knowing we would be gone in July I ordered in June giving it a few weeks to get here. After checking several times on shipping it was significantly late again and soon realized it would not make it before we left. I asked that it not be sent until after we got home since it would not arrive on time. No one would be available to pick up the refrigerated medication, it’s 115 here and we were gone for a week. It was sent anyway, nearly a month after it was ordered. I tried many times to email, call, message with no response, being placed on hold or disconnected for the last 3 weeks. After a week of trying to resolve this since we got home I am now trying to get a refund and can’t get anyone to respond to any form of communication.
Response from EdenAug 6, 2025
Hi there, Thank you so much for taking the time to share your experience. We’re genuinely sorry to hear about the challenges you’ve encountered after being a valued member for so long. We understand how frustrating and disappointing it must be to have a shipment arrive late—especially when you planned ahead and clearly communicated your needs. Receiving refrigerated medication during a heatwave while away from home is understandably concerning, and the lack of timely support and communication only adds to that frustration. Please know this is not the experience we want any of our members to have, especially someone who has trusted us with their care over several months. To help get this resolved as quickly as possible, we encourage you to reach out directly to Susie at [email protected]. She will personally prioritize your case and work to find a resolution for you, including reviewing your request for a refund. We truly appreciate your patience and the opportunity to make this right. Warmly, Kelley