ComplaintsforOrderly Meds

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was billed for 3 doses of medication that I did not request and cannot be safely used per the pharmacy that makes them. Please see the supporting document which has a letter clearly detailing what happened and why I am disputing this fraudulent charge. Thank you so much for your support.

  Business response

  11/14/2024

  Hi there, We addressed this complaint already. The customer checked-in early on Oct 31st, and proceed with the next payment which gave him the new dosing instructions for the medication. He did not have to check in to speak with us or ask any questions. The system asks all customers twice about proceeding with payment for the new dosing instructions, This customer proceed with payment. The customer came back on Nov 6th asking to cancel and refund, During the time between Oct 31st and Nov 6 the customer used the medication still with the new dosing that they paid for. We did a partial refund for the 8th dose the customer was missing in the vial which is *****. Thank you

  Customer response

  11/14/2024

  Complaint: 22540311
  
  I am rejecting this response because:

  You have obviously not read the dispute letter that I submitted. I have two issues that you did not address.

  I requested to cancel your service on November 6 which is a whole 9 days before the end of my first month. Please read my dispute form and address the complaint appropriately. My second issue that you did not address is that you are charging me for three doses of a medication that cannot be used. I called the pharmacy and they stated that the medication can only be safely used for 28 days after the vial has been first punctured. The extra three doses cannot be safely used. This is consistent with the guidelines from the *** & ****

  
  Please read my actual dispute form that I submitted to you and address the point about the unusable doses and the fact that I requested to cancel prior to the month is over.
  I am truly disappointed with your response. You have clearly failed to address the core issues outlined in my dispute.

  
  Unauthorized Charges: I explicitly canceled my subscription on November 6th, well before the end of my first month. This unauthorized charge for a second month's supply is unacceptable.

  
  Unusable Medication: You have charged me for three extra doses of medication that cannot be safely used, as confirmed by both the compounding pharmacy and the CDC/*** guidelines.

  
  I have provided ample evidence to support my claims,including the same screenshots and text messages you sent. I urge you to review my dispute form carefully and take immediate action to resolve these issues.
  
  Sincerely,
  
  ***** ******

  November 14, 2014

  Business response

  11/15/2024

  The customer checked-in early, and had to confirm to the payment twice before we accepted the payment for the new dosing, the customer knew this and still proceeded with the payment on Oct 31st. We addressed this issues already with the customer multiple times. The customer paid for the new dosing instructions which we sent to the customer. The screenshots show this. The vial that the customer paid for contains 7 doses of medication, the customer did not have to check-in and pay for the new dosing instructions, the customer could have simply cancelled the service when they wanted to. The customer did not do that, but instead proceeded to pay for the new dosing instruction for the last 3 doses in the vial that was shipped to the customer. Thank you. 

  Customer response

  11/15/2024

   
  Complaint: 22540311
  
  I am rejecting this response because:

  The business is literally avoiding responding to the fact that they are charging me for three doses that cannot be used per the compounding pharmacy (**********) who compounded it along with clear guidelines from the *** & The United States Pharmacopeia (usp) 797 which states that multiple use vials should not be used after 28 days from when they are first punctured. I put this in my original dispute document which they have obviously not read. This is in addition to the fact that today is finally a month after I first purchased the vial of medication which would be the actual only date that they should be able to charge me if I wanted to continue with them. To the business, I implore you to read the attached document called dispute.pdf where I clearly address this so that we can resolve this matter. The facts are clear, you charged me for a medication that cannot be used in weeks 5, 6 & 7 and also charged me for the second month even though I asked to cancel. Please stop avoiding the crux of the issue and read the document I sent you so that we may resolve this matter. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed and paid for an order of *********** on 9/19. My order was to be delivered but for whatever reason it never arrived; *** Ex states it was returned to orderly (i have a photo of the screenshot). I have attempted multiple times to contact the company regarding this and I have numerous text conversations that go no where. All I get is apologies and excuses. I want my money back. I do not want to do business with this company any longer. I am getting emails to check in and renew for my next dose, and Ive never gotten the first one! Phone calls are never returned.

  Business response

  10/24/2024

  The customer was Fuly refunded.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I asked and they responded yes via text that they would continue my current dose. As soon as they told me what dose was being prescribed I asked them to not send it. They said they'd ask the pharmacy. I attached a picture of the prescription. I was on 0.5mg for 5 weeks then, 0.75mg x3. They started me back at 0.5mg. This was not effective.

  Business response

  09/30/2024

  This has been handled and patient has been refunded fully. Thank you

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first ordered semaglutide from this company in May and paid $199.99 for what I was told was four weeks of medication. Apparently the pharmacy this medication came from would contain "3 additional doses" for a second month in the same vial but this apparently is pharmacy dependent and the fine print reads "you are only charged for your first month to start" which is very unclear. In June, four weeks later, I received a notice to refill (despite, apparently, the "three extra doses" in the vial I already had in my possession and therefore at least another three weeks of medication) and proceeded to get daily "time for your next prescription" emails. I therefore paid $249.00 for what I assumed would be a new vial of medication and was assured I was being charged a vial that would cover weeks "8-12" and, when I clarified, asking if I was paying for the doses for "next week" I was told "you are right...that will be for your next week's doses." However, it turns out there were never plans to send a second vial and I was billed instead for a vial I already had in my possession. This is extremely confusing and, even when I attempted to clarify, the responses clearly made it seem as if I was paying for a second vial that would be shipped to me shortly. This, it turns out, would not be the case since I was going to have to pay a third time to be provided with additional medication. The company's position, apparently, is that I should have to pay for medication I assumed was already paid in full since when I first placed the order but that, by their reasoning, contained more than four weeks of medication. This is blatantly deceptive. I would like a full refund of the money I paid and also would like to see their pricing policy clearly laid out so as not to trap other consumers.

  Business response

  07/26/2024

  Customer signed up for our sema starter program, This program is broken up into two vials which is explained to her during sign-up through emails and our medical team text messages. The first vial that is sent contains 7 doses or 7 weeks worth of medication. We charge per 4 doses.  We have patients check-in at week 4 to let us know how they are feeling on the medication. They chose if they want to incease the dose or stay at the same strength. We send new dosing instructions for weeks 5-7 these doses are still in the first vial that was sent. During Week 6- 7 of this we send check-in reminders to have the patient check-in to get the second vial of  medication. In this case the patient did not check-in for the second vial and wanted to cancel the service. So we cancelled her and gave her a refund for the 8 doses that we owe her. If she would have completed the program the patient would have had 12 doses of medicatoin over a 3 month span and 3 charges, but since the patient cancelled early she only got 7 doses of medication and was charged only $385.75. We refunded her for the 8 dose which was *****. Thank you

  Customer response

  07/26/2024

  I find the response convoluted and confusing.  It is true I received a very partial refund of $62.00.  However, I want to repeat that I attempted to clarify the pricing structure and believe I received contradictory and deceptive replies.  I also maintain that that there is nothing in even the fine print that adequately explains how billing will be handled and that I would be billed for a vial already in my possession that I assumed I had already paid for, in full.  I would strongly suggest the billing practices be made VERY clear right from the start and that all representatives, whether they are responding by email or text, be in a position to adequately explain and answer exactly what customers are paying for.

  Business response

  07/30/2024

  The customer is on our sema starter program. It is broken down into two vials. 1st first vial contains 7 doses (1-7) and second vial contain 5 (8-12) doses of medication. Totaling 12 doses over a 3 month span. The patient cancelled before the second vial was going to processed. 
  
  We are going to refund the customer for the 8th dose that is missing from the first vial. The cost per dose is *****.

  Customer response

  07/31/2024

   
  Complaint: 22043518
  
  I am rejecting this response because: this has already been done and does not address my issues with Orderly.  However, at this point I appear to be getting nowhere.  I have stated the concerns I felt deserved a thoughtful reply from Orderly and instead just get a repeat of what was previously stated.  At this point I appear to have little recourse, other than to make sure I do not use this company again and do not recommend it to anyone I know.
  
  Sincerely,
  
  *************************

  Business response

  07/31/2024

  The customer was told all the information during the sign up process and commuication through our medical team as well. We refunded the missing dose which is *****. This is stated on our home page under F/Q and along with the terms of agreement as well. Thank you

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Long story short their compounded semaglutide is water!! Insulin should have a distinct smell. Their product smells like absolutely nothing!! Not mention no real weight loss after 2 med increases. Waste of money! Pursuing a lawsuit. My vial of medication has been sent out for testing of ingredients. Waiting for those results and I have a lawyer thats taking my case.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hate to file a complaint with the BBB but this is my last attempt to go at any means necessary to try to get a response from OrderlyMeds since they don't answer their phone, respond to text, or respond to messages filed with their form online. My complaint is there is no way to get in touch with anyone to fix the issue that I got one vial in the mail when my dose had been increased and should have gotten 2 as stated on the envelope it came with. I attached pictures here.

  Business response

  06/19/2024

  The customer was confused about the Qt2 actually being the 2ML in the vial. We addressed the issue internal through messages. Sharing the screenshot now. Thank you

  Customer response

  06/19/2024

  Please cancel this compliant. I want to withdraw this complaint.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 5/26 I signed up for this service under the notion that if medication was not provided, Id be given a full refund. This was noted clearly at sign up. I finally discussed medication with a doctor on 5/29 and would NOT be prescribed the medication. *** asked on three occasions when Id be refunded, on multiple platforms and no one has responded. My account is showing I have a prescription on file; which I do not, nor has medication been sent to me.

  Business response

  06/18/2024

  Hi, Yes the patient signed up with on us 5/26, and once she signed she wanted to change medication. So we had to cancel the first prescription and follow up again with the new prescription and the medical team had to reach out again for this issue to resolved. Then the next time we heard from was on June 16th saying the medical team would not allow her to change her medication. We refunded her on 6/18 and its been completely refunded. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered compounded semaglutide from orderly meds. They billed me for my second month in 5/27. They dont answer their customer service phone number, respond to texts as they say they will, or reply to emails. I have no tracking info and no package. I CAN NOT get a hold of anyone at the company via any means as to if they will send or did send anything, but they gladly took my $249

  Business response

  06/14/2024

  Hi, our customer did not understand the instructions that were given to her with the medication that was delivered to her. We have messaged her about following the instructions properly. I will attach pictures with this as well. 
  The customer was misunderstanding the instructions that were given to her. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with OrderlyMeds on May 30th. I was charged $349 and didn't receive any kind of receipt. When I log into their "patient portal" it shows no payment history, just a button to sign up. I have tried calling, texting, emailing, filling out the website contact form, posting on their *************** emailing the **** every method possible for 7 days and have received no response. No idea where my money went.

  Business response

  06/13/2024

  Hi regarding this issue was resolved with commuication to the customer. There was misunderstanding and we made it right. I have attachment an screenshot of our conversation. He will changing his review of our company. thank you

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a payment of $399 on March 13th. A provider is supposed to reach out to approve in ***** hours. I hadnt heard anything for 4 days and started to reach out. The first employee I spoke to said that my phone number was incorrect and would help to switch it. He was very helpful and said someone would follow up. Nobody else followed up. I sent multiple texts over the next week asking for updates. Originally, texts were answered very timely, but then it was very obvious that I was being ignored. I asked for a refund for a couple days and got no response. I called on 5/24 to ask for a refund and was told it would just take a couple hours. It is 5/25 and I havent heard or seen anything.

  Business response

  06/05/2024

  The customer stated she wanted a refund on the 5/23, when the customer initially signed up they entered their cell phone incorrectly so we had no means of communicating with them.  They provided a working number on the 23rd and we're refunded on the 25th. 

   The refund was issued on the 5/25, the refund was completed on the 5/28. 

  Customer response

  06/05/2024

   
  Complaint: 21759620
  
  I am rejecting this response because: It is incorrect that they had no way to contact me. For 1, my email was used to sign up. I also began calling texting and emailing 5/17. Eventually, my texts became ignored. I never received email responses. I talked to a few people on the phone and nobody was able to help. Please do not write false information. 
  
  Sincerely,
  
  ***************************

  Business response

  06/14/2024

  Hi,  Looking over the text thread the customer requested a refund on the 23rd of May, ** issued the refund on 25th of May over the weekend. Our medical team Reached out on May 14th she alerted us that she has not heard from them  until May 22nd, but  ** also reached out to the customer on the May 21st stating the medical team has been trying to reach you as well. On May 21st she actually responded "Confirm" but was directed to answer the medical team not us they are different numbers. She requested a refund a day later on the 23rd and it was refunded on the 25th. Giving the medical team no time to response to her text messages directly to them. This was explained to her as well.  Thank you. 

  Customer response

  06/14/2024

   
  Complaint: 21759620
  
  I am rejecting this response because: Just take accountability for ignoring multiple messages until you received BBB complaint. 
  

*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. ↩