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PillPack is a full-service pharmacy that claims to sort your medication by date and time and deliver them directly to your door. There are some strengths but also some drawbacks pertaining to customer service.

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PillPack Review - Is This Online Pharmacy Worth It?

By Anthony Dugarte, M.D., C.S.C.S

Updated on: Mar 25, 2020

What is PillPack?

PillPack from Amazon is an online pharmacy that works with your doctors to coordinate the delivery of your prescription medications straight to your door.

Nearly half of our population uses prescription medications. Filling your prescription often includes multiple phone calls, missed school or work, doctor appointments, and trips to the pharmacy.

Can you imagine a world where you can avoid much of the extra work getting your medications often entails? PillPack can.

Their methods are pretty straight-forward:

  1. They coordinate with your doctors and insurance providers to obtain your prescriptions.
  2. For your convenience, they organize your pills by the date and time you must take them.
  3. Lastly, they deliver your pills to your door.

The idea is that PillPack does the heavy lifting so you can get back to your life.

In this article, we’ll review how to sign up, the services, and the cost to help you determine if PillPack is what you need to manage your prescription medications.

Getting Started With PillPack

PillPack seems to make signing-up simple.

Getting started is accomplished in a few easy steps - here’s what you’ll need:

  1. Your medication list
  2. Your doctors’ contact information
  3. Your insurance provider contact information
  4. Your payment method

That’s really it. Pretty painless, right? After you provide this info, simply sit back and relax while PillPack gets to work.

In the first 2-weeks after you sign-up, PillPack works as the facilitator between your doctors and an insurance company. Once these details are ironed out, they schedule your first shipment.

PillPack’s Services

While PillPack’s methods are relatively easy to understand, there’s actually much more going on behind the scenes.

Here, you can read about the steps PillPack takes to ensure your satisfaction.


Whereas traditional pharmacies were designed to dispense single medications, nearly a quarter of those taking prescription drugs use 3 or more.

For those that fall into this category, managing their medications can be challenging and potentially dangerous.

PillPack limits your risk by delivering your medications organized by the day and time you are directed to take them. A pharmacist checks every single packet for accuracy and reviews your medication list to ensure there are no dangerous drug interactions.

In addition to your prescription medications, dietary supplements, and over the counter medications are also available through PillPack.


PillPack coordinates shipping based on your prescriptions and doctors’ instructions. Though you may have 90-day refills, your medications are filled on a 30-day cycle.

Refills are automated and will arrive before you run out.


PillPack support is available, both day and night, through various means of communication. You can call 855-745-5725, email hello@pillpack.co, or reach out through the app.

Also, there is always a 2-way line of communication with PillPack. Each month, they send you a detailed list of your prescriptions that includes images of each pill and dosing instructions.

What Do These Services Cost?

So far, it may seem like all this is too good to be true. As we haven't discussed the cost yet, the catch must be pricey shipping charges or hidden fees, right?

According to PillPack’s website, there is no catch. Both their services and shipping costs are always free. Also, they work with most insurance plans - call support to check your coverage.

Thus, your responsibilities include only insurance copays and any out-of-pocket expenses that your insurance doesn’t cover.

If you opt to include any vitamins or over the counter medications with your prescriptions, simply pay market prices - no up-charges or convenience fees.

Payment options are flexible; you can edit account information from any device at your convenience.

You can choose to use a debit or credit card, pay directly from a bank account, or cover the cost with a health savings account.

PillPack also allows you to select a billing date or simply pay when your medications are delivered.

Are There Any Alternatives?

While online pharmacies do seem to be a relatively new phenomenon, PillPack does have a few competitors.

Some well-known retailers are cashing-in on this model by adding delivery options to their pharmacy services.

CVS is one example. You now have the option to log in online or through their mobile app to manage prescriptions, schedule delivery, and also add any other items available from their store to your order.

Most locations offer 1-2 day delivery, though some accommodate same day service as well. They limit delivery to medications that are not considered controlled substances and those that do not require refrigeration.

While delivery charges can vary by location, your insurance may cover these fees.

CVS may not be able to ship some medications, and you are likely to incur shipping costs, but being able to add other necessities available in their stores is convenient.

The Bottom Line

While PillPack seems to offer a great deal of convenience, users do not seem to find value in their services.

At HighYA, 81 users rated PillPack 2 out of 5-stars on average. Over 65% of users assigned a 1-star rating.

These negative reviews seem to revolve around poor customer services, misinformation provided to doctors, mistakes made in prescription packaging, and delivery issues.

It is challenging to recommend this company when users seem to consistently report issues with the pillars of PillPack’s services.

While the upside is the convenience PillPack claims to offer, the downside appears to be more hassle than it takes to fill prescriptions in the first place.

If you’re looking for a delivery service, going with an established company like CVS may be a better option until it is clear that PillPack has made a concerted effort to address the complaints of its users.

Customer Reviews

1.9 Stars out of 107 Reviews
5 Star:15% 4 Star:3% 3 Star:2% 2 Star:8% 1 Star:69%
21% Recommend This Company
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Posted on Jul 15, 2023

Ripoff company. Sending prescriptions 30 days instead of 90 days supply.

By Rita V., New Jersey, Verified Reviewer

This is a ripoff company. They are sending prescriptions for 30 days even though it is written 90 days, so they can collect the co-pay 3 times. You have to call so many times and they keep transferring different people, and they don't have answers and will tell you that there is nothing they can do to correct the problem.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Worst company to deal with customer service

They don't accept their mistakes and penalized customer

Have to call and waiting time is longer so people don't call them

Posted on Feb 18, 2023

Out of medication

By Amy B. , West Richland, WA

PillPack runs out of medication regularly and instead of having a live person call they have bots call, which most people get too many of these too often and don't wait for the entire message to play out or hold on the line. Doesn't matter anyway, as they don't have the medication so then they need to transfer it and this defeats the purpose of the service in the first place. Bottom line, the service sounds like a great idea, but they need to get a hold of suppliers if they want it to be successful. And better customer service would be a must-add item in my book also.

Length of Use: 2+ years

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Out of medication regularly

Lack of customer service reps

Hard to get prescriptions sent to local pharmacies

Posted on Feb 17, 2023

Poor customer care and will put your health in danger

By Nick B., Coconut Creek, FL, Verified Reviewer

My customer experience with PillPack has gone from "excellent" 2 years ago, to "extremely poor" in February 2023.

About 30 days ago, I called PillPack to get a 3-day supply of 2 meds for my 85-year-old mother, who was missing those meds. I was told by the agent that the best thing for me to do was to have them transfer my mother's prescriptions to a local pharmacy, have the 3 meds filled locally, and then they would transfer the prescriptions back into PillPack.

To my surprise, in February, we only received 1 of the 8 meds from PillPack. When I called in to inquire why only 1, I was told that the prescriptions were not transferred back into them. I also informed the agent that my mother will run out of meds on 2/10. That was on 2/6. I was informed by the agent that they would initiate the request to have my mother's meds transferred back into them, but it was also suggested that I contact the local pharmacy to request the same, as a backup — which I did and was assured that they would do as requested.

Well, on 2/8, I have not heard from PillPack, so I made another call to them. I was told by another agent that they had requested the transfer from the local pharmacy, but still had not received it. They assured me that once they do, they will process my mother's meds so that she will have them in time.

On 2/10, still not hearing from PillPack. I made another call to PillPack to get a status. I was told by yet another agent that they made the max number of calls to the local pharmacy and they did not receive the meds transferred back. I asked how many attempts constitute max and was told 2. I then asked if they had a problem with filling the prescription, why didn't someone give me a call. I was told that it was listed in the system and they were waiting for me to call back in. I raised the point that for something as critical as prescriptions, you don't see the need to be proactive and reach out to the customer. I was told that they were extremely busy that week, so they didn't have time to call.

I requested an escalation to a supervisor and was initially told that it will take 24–48 hours for a manager to call me back. When I refused to accept that, a supervisor eventually came on the line, only to be told the same thing, that they had reached the max number of outcalls to the local pharmacy and there was nothing else that they could do. I explained the severity of my mother's illness and the need for her to have her medication, of which she is completely out of. I requested another escalation to another manager. The 2nd escalation manager continued with the company line that they have made the maximum number of calls to the local pharmacy, and if I wanted to get the prescriptions filled, then I should get them filled locally because it is not possible for PillPack to fill the prescriptions and get them out to my mother in time.

Bottom line, no one is willing to take ownership at this company. If one agent provides erroneous information and you follow their advice, no one else in the company is willing to own the problem, but rather points to the problem being that the initial agent provided bad information.

Highly recommend that you stay away from this company if you are truly in need of your medications.

Length of Use: 2+ years

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

Nice packaging of the medications.

Medications came in the mail, so no need to physically go the the pharmacy.

If there is a change in your medications, they cannot get you the new meds.

They promise a 24-hour delivery, but that is false!

Every agent you speak with on the phone will give you a different story and then they will just point the finger at the other agents. No problem ownership at all!

Posted on Nov 15, 2022

Strike three, you’re out

By Melissa A., Birmingham, AL, Verified Reviewer

Where to begin with this review? First off, I will say that regular pill prescriptions were delivered fine, but the packaging is wasteful and the packaging for injectables is extraordinarily wasteful. If you have a medication listed as “take as necessary” be prepared to wait and wait and get hassled and have to follow up over and over again to get the meds issued.

They’ll cancel your medications without warning which is always fun, especially if it’s a life-saving medication.

They’ll only do a 30-day issuance of a medication so if your doctor prescribes a 90-day supply, PillPack charges you 3 times for the copay, which would only be charged once at a regular pharmacy.

They can’t handle different doctors from the same practice prescribing refills without going through a billion extra steps and hassling both the customer and the doctors.

And heaven forbid that you catch Covid, I’ve been waiting for 2 months for them to send a simple inhaler and a bottle of Mucinex. Ridiculous.

Length of Use: 1–2 years

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

Set it and forget it for basic drugs.

Daily packs make remembering to take prescriptions easy.

Poor communication.

Bad copay skimming for profit.

Inability to accept and integrate new prescriptions in a timely manner.

Posted on Nov 14, 2022

Terrible company

By Kayla S., Erie, PA, Verified Reviewer

Poor service, pharmacist didn’t really care whether I got my medications on time! I had to stretch my medications for my tumor, which is growing around my carotid artery! I only got one package from them and I would never do it again. I am moving on to another company. Don’t waste your time or you’re gonna be sorry.

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Don’t get meds on time

Slow turn around 48 to 72 hours on one time fill meds

Terrible customer service

Pharmacist don’t care

Posted on Sep 23, 2022

Convenient and fast

By Leon W., Perth, Western Australia, Australia, Verified Reviewer

I was very impressed with the service. The prescription arrived just when I wanted it. The delivery guy was extremely polite. I also have received timely reminders for reorders.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Speed of delivery


That I didn't know about it earlier

Posted on Jun 27, 2022

Horrible experiences, AVOID

By Nora I. , California

I’d give PillPack 0 stars if possible. Had to call 4 times in the past 5 days to get my manufacturers discount and they still forget to apply it, copay goes up for no reason, shipments don’t go out on time despite being promised delivery in 2 days. Plus I have to call every month to get my refill (auto refill does not work). Horrible!

Length of Use: 1–2 years

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Bad customer service

Makes false promises on delivery time, copays

Malfunctioning auto refill function

Payments fail despite having multiple cards on file

Posted on Jun 16, 2022

More trouble than it’s worth

By Frank N., Falls Church, VA, Verified Reviewer

More trouble than it’s worth. I had PillPack for two years but I encountered problems almost every month that required me to call them. I spent numerous hours or more talking to Customer Service and the doctor’s office to resolve problems caused by PillPack. Most problems are caused by inexperienced customer service staff. Communication problem between the front and the back office. I am now back to my local pharmacy and am very happy with them.

Length of Use: 1–2 years

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

Med comes in daily package, saving time to sort and place in daily box

Inexperienced staff

Posted on Jun 4, 2022

Prompt delivery and great customer service

By Steven J., Burton, MI, Verified Reviewer

I have had PillPack for around 5 years. They have always been prompt in delivery. Accurate and let me know if prices have gone up. The ease of having my pills prepackaged daily means a time saver and accurate taking. No forgetting if I took my 8:00 or 6:00 pills. No hassle of setting up my weekly pillboxes.

I do not care for the 30-day limit versus the 90-day supply. It does increase my cost somewhat.

Length of Use: 2+ years

Bottom Line: Yes, I would recommend this to a friend

Pros and Cons

Customer service

Prepackaged daily doses

On-time delivery

Lack of getting 90-day supply in prepackaged

Posted on May 6, 2022


By Laura L., Randolph, NJ, Verified Reviewer

My physician writes a 90-day prescription. The first time, the prescription is filled as written. Refill arrives, only a 30-day supply. My physician was never contacted to change the order, I did not make the change. Contacted PillPack, their answer – their policy will not allow 90-day prescriptions of this medication because of the opioid crisis. This is not an opioid!

Length of Use: 3–6 months

Bottom Line: No, I would not recommend this to a friend

Pros and Cons



Customer service

Posted on Apr 6, 2022


By Tamara A. , Seattle, WA

I take a heart medication, taken out of the pack without my knowledge, no one contacted me to let me know I was out of prescription, just stopped sending it!

Length of Use: 1–2 years

Bottom Line: No, I would not recommend this to a friend

Pros and Cons

No “pros” were specified in this review

Hard to use

Always get something wrong

Stop meds without notifying anyone

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