Zappy HealthReviews of zappyhealth.com

Response from Zappy HealthOct 30, 2024

Shamira, we need to clarify several inaccuracies in your review. Your consultation took place at 1 pm, and the link was sent to you promptly by 3 pm. There was indeed a minor issue with the invoice, but it was addressed by 5 pm the same day. This quick resolution does not align with your claim of 'multiple attempts' or the insinuation of extensive delays. Additionally, our stated timeline of 7 to 10 business days is in place due to recent issues affecting pharmacy processing times. Despite this, you reached out to us on day 4 and requested a cancellation, well within the expected timeframe. It's important that the facts are represented accurately, and unfortunately, your review does not reflect the reality of the situation.

Response from Zappy HealthOct 30, 2024

Dear Amy, our apologies. We actually have multiple forums and avenues for you to contact our customer service, including the customer service chat, our live forum, our email, our phone line. We however totally agree with you about the order delay, and this is really beyond our control, but frustrating nevertheless

Response from Zappy HealthOct 23, 2024

Thank you for taking the time to share your experience. We sincerely apologize for the delay you experienced with the shipping of your order. As you were made aware on a daily basis, that delay was due to two large hurricanes, events that are of course beyond our control. Yet, we understand how frustrating it must have been to wait longer than expected, and we take full responsibility for any confusion caused. Regarding the tracking number, we want to clarify that the number provided was correct, but it was for FedEx, not UPS. We apologized for this human error and not making that clear initially, which understandably led to confusion. And as we discussed with you this morning over the phone and updated you, as of two days ago, your order was shipped, and according to the FedEx tracking information, it is scheduled for delivery today. We are certainly not after your money. However, because the package had already shipped and was soon to be in your possession, we could not cancel the order. But as a gesture of gratitude, we had issued a substantial discount to you to make up for your experience. We deeply appreciate your patience and understand your concerns. If you have any further questions or concerns, feel free to reach out directly, and we will make sure you are taken care of promptly. Thank you again for giving us the opportunity to resolve this situation.

Response from Zappy HealthOct 24, 2024

Thank you for sharing your feedback with us. We genuinely care about every patient’s experience and want to address your concerns thoroughly. First, we’ve requested more information because, after reviewing our records, we haven't been able to identify a single individual that matches the details you provided. It’s extremely important to us to make sure no one feels overlooked, and we’d like to understand more about your situation so we can resolve this properly. Regarding your comment about being blocked from contacting our service, we want to clarify that we have not blocked any customers. Instead, we recently transitioned to a new customer service platform that is more robust and features live agents to better meet your needs. This change was made with the goal of enhancing our service quality, and we provided several notifications beforehand to ensure our customers were aware of the transition. It’s possible that this switch may have caused some temporary communication challenges, for which we sincerely apologize. Our intention is always to provide prompt and supportive care, and we’re deeply sorry if your initial interaction felt anything less than that. Your experience matters to us, and we want to make this right. Please reach out again through our updated support channels, and we’ll be happy to assist you directly and resolve any remaining issues, including the delivery of your medication. We look forward to hearing from you and appreciate your patience as we work to make sure your needs are fully addressed.

Response from Zappy HealthOct 21, 2024

We sincerely regret to hear about your experience and appreciate you taking the time to provide feedback. It is important to us that we address the concerns you've raised in your review comprehensively. Our records indicate that your interaction with our customer service involved a single query (you sent us only one sentence), which was promptly and extensively answered by our support team. It is important to note that at this point, you are not registered as a Zappy customer and your question is exploratory, which limited the scope of assistance we could offer. Despite this, we strive to provide detailed and helpful information to all inquiries. Following our initial comprehensive response, we made multiple attempts to further engage and ensure all your potential questions were addressed. Our team reached out to you six times, split between messages and phone calls, in an effort to provide you with every opportunity to express any further queries or concerns. Each message contained detailed answers and explanations to help you fully understand our services. Unfortunately, there was no follow-up from your side in the chat or through other communication channels. In the spirit of transparency, we also shared this response with you for review before posting it publicly, as we want to provide you with an opportunity to respond and clarify any potential misunderstandings. This made it our seventh attempt to contact you, again with no response. We want to ensure that we’ve fully addressed your concerns and invite you to reach out directly if there is any additional feedback or if we can assist you further. We are committed to providing the best possible service, and your feedback is vital in helping us improve. Please feel free to get in touch at your convenience so we can resolve any lingering concerns.

Response from Zappy HealthOct 15, 2024

Dear Julisa, We’re truly sorry to hear about your experience and appreciate the opportunity to address your concerns. However, we believe there may be a misunderstanding regarding the service you selected, and that your review is very misleading, despite multiple clarifications and multiple attempts at contacting you. You opted for our "No Video, No In-Person" consultation, and we fully delivered on that service as outlined. This option is designed for convenience, allowing you to receive a personalized plan without the need for live interaction. We do offer a video consultation service, which is clearly displayed on our website, but that was not the service you initially selected. Once you informed us of your dissatisfaction, we promptly shared screenshots of your order to help clarify the situation. Additionally, we offered to upgrade your consultation to the video option at no extra cost, despite it not being the original service you chose. Unfortunately, despite our multiple efforts to reach you and resolve this matter, we were unable to successfully connect. We value your feedback and are always committed to improving our services. If you’re still interested in moving forward with the video consultation, we would be more than happy to assist.

Response from Zappy HealthOct 13, 2024

Dear Marta, we are sorry that you felt you had a rushed experience. We would like to clarify that we ask for a grace period of 15 min in the event our team needed more time with a previous member. Our records show that the time allocated to your visit was ~20 min and that your invoice was taken care of and paid before you placed your review. We are frankly a bit surprised by your version of the events, but we will aim to improve our service based on your feedback. Thank you very much

Response from Zappy HealthSep 11, 2024

Dear Martha, thank you for your feedback and sorry for your experience. We could not find a profile that fits you in our system (maybe an error on our end) Our customer service, which is publicly listed on our website has a response time of less than one minute so we are surprised by your experience. And we do not refer to our team as "health consultants" in any scenario. We have requested further information on your experience