Kelsey L.
Second review because you should be shut down
I’m writing a second review because this company never fails to disappoint me. They should be shut down and I’m sick of seeing “customer service” replying to the reviews as if they’re really seeking to improve. Predatory, scam behavior, late deliveries, you CANNOT access your receipts without contacting customer service (and that takes about two weeks), and now the subscription payment of $13/month is required. They say you can return to the free service, but why do I first have to agree to the payment?? That’s so scammy! This company treats women’s heath like it’s no biggie. Going to Nurx byeeeee.
Response from Twentyeight HealthAug 30, 2024
Hi Kelsey, Thank you for sharing your experience. My name is Kelsey and I'm a member of the Escalations Department here at Twentyeight Health. I'm sorry to hear that you have not had a positive experience with our service. Our team is committed to learning from user feedback as we continue to evolve, which is why we read and respond to every review — both negative and positive. I've reviewed your concerns and hope I can provide a bit more context as well as follow-up to best assist, if possible. While we experienced unprecedentedly high volume in 2023, our Care Team now strives to provide accurate, prompt support typically within 1-2 business days. While order history is available via your dashboard, itemized receipts are not — but our Team is glad to process these and they should have the same turnaround time, within 1-2 business day. Regarding the monthly subscription fee, I can clarify that the only time you'd need to pay $12.99 before accessing the $0/month Basic Care Plan is if your prescription is up for renewal, as renewal is not included on the $0/month plan. This fee covers the cost of the provider reviewing your request and writing your prescription. This actually makes renewal lower cost than our previous annual evaluation fee of $26. I hope this helps clarify things. It's our goal to be as transparent as possible, especially regarding the costs associated with our service. I truly apologize for any confusion or undue stress. I've reached out to you via Trustpilot to gather a bit more information in the hopes of further assisting and ensuring your concerns have been fully resolved. Sincerely, Kelsey (she/her)