PillPack

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

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

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

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

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

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

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

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

PillPack used to communicate well, but has dramatically gone downhill. Whenever I email them it is several days before I get a response. They send me an email on Saturday for Tuesday's shipment. If I need to make a change, it doesn't get done. It takes a lot of work for them to get the packaging done correctly.

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

I have just signed up. I am hoping that they have gotten all the bugs out of their system. The reviews above have more negatives than positives. Signing up was a pain. The person who helped me seems to be in deft or in another world. I am going to try them for myself and see if things work out. If not, I will cancel.

Wish me luck.

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

The one thing I do like about the service is their prices. Being on many medications and also being on disability, lower prices are very helpful. However, the following are the problems I've dealt with since signing up with PillPack. After dismissing drugs for two months via customer service, I still received the medication and had to pay for them. One week I received my medications three days late another week I received a medication in a packet and I that I had no idea what it was (thank goodness I know what I take).

What if someone else receives the wrong drug unknowingly, then they took a double payment. I requested a refund nine days ago and customer service assured me they would put a rush on it. Nope, I went on my dashboard today and now it says that my debit card failed and that I needed to enter the correct information. Nothing about my debit card has changed in the last five months. They've always been timely returning my calls, they've also responded to my emails, but I don't think the departments work together smoothly. All I know is right now I don't have my refund and can't put gas in my car, buy groceries, etc. There are too many hoops to jump through.

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