ComplaintsforImprimisRx

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a prescription for a custom blended eye drop that I have set up on auto refill. I order 3 bottles at a time to get a bit of savings. When they come in, I put them into a drawer and each month when I need a new bottle, I simply grab one. Oftentimes, since orders are shipped earlier than needed, I can have bottles from overlapping shipments. On 7/6/24, I opened the only remaining bottle I had. And the bottle doesn't work. I'm squeezing as hard as I can and only the tiniest droplet comes out and it's not a full dose. So I chatted with Imprimis on 7/8/24 to get a replacement. The rep opened a claim for me and it was later rejected because they only do replacements for 90 days. They never explained that each bottle has a specific lot # and expiration date, otherwise I would have watched more closely what bottle I was using. I'm not asking for a refund. I simply want a functioning bottle of medication that I've already paid them for and haven't fully received. I pay $159 when I get 3 bottles, otherwise it's $59 each bottle when bought separately.

  Business response

  07/12/2024

  Good afternoon, 

  Upon receiving this request, I went and had my replacement team look over this with me. The replacement request was denied because the order is outside of the 90 day replacement window.  This order the patient is requesting a replacement for is from approximately 7 months ago. Due to the time frame of this order being well beyond our 90 day window, we will not be able to replace nor refund. 

  Thank you. 

  Customer response

  07/12/2024

  I have been a customer for some time now. I have put up with billing issues and the companys inability to ship my medication on time. But *** continued to order and have even put my prescription back on auto fill. The company can see my order history and that I order from them regularly and have even had an order shipped after the one that I was inquiring about. You did not explain that each bottle has a different lot number and expiration date. If I had known this, I would have been sure to use them in the order in which they came. I paid you for something that I have not received. Its fraudulent.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I unfortunately have dry eye and was prescribed very expensive eyedrops from Imprimis RX. The eye drops helped, and worked really well to the point I did not need to use them for a few months. Now my dry eye is back. When I purchased the eye drops originally, they came in a pack of 4. I used 3 of the bottled earlier this year. Last week when I tried to use the 4th bottle, it is not dispensing drops. I can hear and feel the liquid inside, but the bottle is defective. The drops are not expired and are still good to use. I called the company to ask for an exchange so I can use the last bottle I paid for. I offered to send back the defective bottle in exchange for one that works but was denied. I was told it has been too long since I filled my prescription and they cannot help. I paid $160 for these drops and unfortunately cannot use them even though they are not expired. I am seeking help in getting a functioning bottle so I can use the last of my drops. The product is quite expensive and is not working. As a customer service professional, I am appalled at the way this is being handled. This is a poor business practice. If the item was expired I could see why they would not be willing to help. But here I am with a valid product that does not work.

  Business response

  06/12/2024

  Good Morning, 

  I have received your message in regards to patient ***********************. Upon doing some research of her account it appears that she ordered from us in July of 2023 (this was her very first order) and she purchased 3 bottles for a total of $******. She requested refill order in September for another 3 bottles ($******). ****** received an automatic order in December for 3 bottles (******) she called in stating she did not request automatic refill and requested to be refunded. She was refunded the full $****** on 12/15/2023. Patient then called in on 6/10 requesting a replacement for her order that she placed in September. The representative that she spoke with asked her several times to confirm that it was that order. Representative then went on to explain our replacement window of 90 days and at this point she was up to 270 days from when the order was placed. The order was also confirmed to be expiring next month. The order does expire on 7/11/2024. Representative asked the patient why she is still using a bottle from so far back and the patient stated that she uses less than everyday. Representative informed the patient that she may want to have her doctor rewrite the script according to how she uses the drops. Patient stated she just noticed the bottle was not working on Friday June 7, 2024. This replacement denial will stand due to the window time frame. In regards, the order in December would not prompt a replacement either. We only offer a refund or replacement on orders. 

  Customer response

  06/17/2024

  The response from ImpimisRX is disappointing. I have medication that I cannot use because the bottle is defective. The prescription is still valid on these drops yet I am unable to utilize them. Should the prescription be expired I would never call to try and resolve this. This situation is unfortunate, and I am saddened to be out of this money due to a defective bottle. Needless to say, myself nor my family will not be filling any prescriptions here again. I do not trust the products to be on par with the price that is being charged. 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  COMPLAINT: business charged my credit card multiple times for unauthorized prescription refills after I called business twice and told them to CEASE sending me refills of my prescription. DETAILS: Business is a mail order pharmacy.Business has a policy of automatically refilling prescriptions. After business refilled my prescription once, I called business and told them to STOP refilling my prescription. They promised they would stop. After that phone call, business AGAIN refilled my prescription and charged me. I then called business YET AGAIN, and spoke to ***** who said there had been a mix up, and it was their error, and they would fix the problem, refund me the money, and would CEASE TO REFILL MY PRESCRIPTION. Since that 2nd phone call, business has TWICE REFILLED MY PRESCRIPTION and charged my credit card. Because the credit card is a Flexible Spending Health Card, I am unable to dispute transactions as I normally would with other credit cards. Therefore, I am requesting the business REFUND ME THE THREE UNLAWFUL CHARGES OF $54 PER PRESCRIPTION, FOR A TOTAL OF $162.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I did not like this company to begin with. I was not sure I wanted to do this treatment which the doctor briefly mentioned. I needed time to think about it, but they aggressively robo-called me like several times per day actually even after signing up. I really felt like they are worse than the famous car warranty robo-callers. Anyway, even without time to think about it they kind of force me to signup by annoying me until I sign up. Okay, fine I signed up. However, they charged me every 3 weeks (already x 3) even though they initially stated that my medication will be sent every 30 days. I called the agent and told me that I wanted to cancel it and refund for the third one because it was charged way too early and I didn't get the medication. The agent told me that they had to charge 1 week early because of the shipping can take a week and cannot refund. Okay,,, here is the math. Even if the shipping takes a week, you still charge me every 30 days not every 3 weeks because shipping takes a week every time you send me medication. Every 3 weeks means you send me the medication every 3 weeks not 30 days or 4 weeks. I didn't get refund because I didn't want to waste my time to teach the agent the math question. I highly recommend others not to be engaged with their WRONG AUTOMATIC PAYMENT SUBSCRIPTION + NEVER PAID BY INSURANCE + ROBO-CALLS UNTIL YOU SIGN UP. I am going to avoid the optometrist who kind of scammed me into this.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  01/04/2022 intial contact order by doctor. Told two permission for the second charge. I don't need shem it was a one time charge. They have continued to charge without permission. This the second charge. There is no permission for this charge. I can't reach them by phone. I want his charge reversed.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January 4th I received an invoice from imprimis RX stating a **** and that my RX was on its way. I never ordered an rx from them in recent times. I immediately answered the email saying, wait, I didnt order this, please stop this order and figure out why youre charging me without my permission. They never responded to my email. Several days later I got the drops in the mail. I called and said I didnt order this, I need to be reimbursed. ***** investigates and says that I was signed up for auto pay for years? No idea. But hadnt been getting rx since I had run out of rx. Apparently my doc sent them a refill auth at their request and they billed and sent this. I know I asked not to be billed by auto pay previously but they claim I did not saying someone would have noted it. In actuality, I specifically said I didnt want auto pay due to a previous issue where they wouldnt warranty a malfunctioning bottle because it was more than 60 days old. They are taking liberties and sending unauthorized rx drops and are now refusing to refund my money. $118.

  Business response

  01/13/2022

  Hello, we will be refunding the patient $118 and calling and emailing her now.

   

  during our research:

  3/31/2020 First order shipped
  9/9/2020 Pt called to ship 2nd order Enrolled in AR
  12/4/2020 Shipped AR order
  2/23/21 Shipped AR order
  2/28/2020 RX expired, therefore, no more AR orders were sent
  9/28/21 Pt notified us she had 2 clogged bottles. Shipped replacement
  Because the previous RX was already expired, we had to request a new RX to send the replacement. Received new RX.
  11/11/21 Pt ordered refill via chat
  Since the patient was previously enrolled in AR(Autorefilled), the shipment was automatically sent again, however, upon reviewing the chat, the patient did not agree to AR(autorefill)
  1/3/22 Shipped AR Order
  This order will be refunded $118 since the patient did not agree to AR(autorefill). Ill take care of this now.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩