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Review summary

Created with AI, based on recent reviews

Looking at 276 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the staff for their knowledge, helpfulness, and professional yet compassionate approach, making interactions comfortable and non-judgmental. The service is frequently described as easy, smooth, and efficient, with many appreciating the streamlined process from consultation to delivery. People also highlight the excellent customer service, noting the team's responsiveness and ability to address concerns effectively. However, some customers experienced issues with the delivery service, including delayed medications and prescriptions being sent to incorrect locations. A few also reported difficulties with insurance handling, stating that the company did not effectively manage their insurance claims or verify network compatibility before appointments.

What people talk about most

Staff

Customers consistently note positive experiences with staff, highlighting their professionalism, knowledge,... See more

Service

Reviewers highlight positive aspects of service, praising its ease, efficiency, and accessibility. Many... See more

User experience

People report positive experiences with user experience. Customers consistently praise the ease of use and... See more

Customer service

Users describe positive interactions with customer service. Many reviewers found the staff easy to talk to,... See more

Delivery service

Clients share ambiguous opinions on delivery service. Many customers praise the quick and efficient delivery... See more

Reviews shaping this summary

Rated 5 out of 5 stars

Working with Freddie has been such a breeze! From the time I filled out the online application to getting my first prescription, everything went smoothly. The staff are incredibly knowledgeable, carin... See more

Company replied

Rated 5 out of 5 stars

Very neutral, patient oriented professionals. Easy to talk to, and get all possible questions answered. Zero embarrassment, very comfortable to talk to, and communicate any of your concerns. I wa... See more

Company replied

Rated 5 out of 5 stars

I am just starting again to take PrEP after more than a year. I totally forgot to make a review before. Their medical team / customer service are always on top! They were approachable and knowledgab... See more

Company replied

Rated 5 out of 5 stars

Freddie is the absolute best. They treat you with kindness and as a human. I appreciate that it truly is DISCREET. Conversations about sexual health can feel heavy and judgmental, but this didn't. I'v... See more

Company replied


Company details

  1. Specialized Clinic
  2. Free Clinic

Written by the company

Freddie provides easy and inclusive PrEP services to LGBTQ2S+ communities in Canada and the United States. Freddie's providers make sure you can access PrEP for free, or at lower cost, and get PrEP delivered to your door.


Contact info

4.8

Excellent

TrustScore 5 out of 5

474 reviews

5-star
4-star
3-star
2-star
1-star

Replied to 85% of negative reviews

Typically replies within 1 week

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Rated 5 out of 5 stars

As soon as l was called my name to be…

As soon as l was called my name to be taken blood at Lifelabs it was so fast and painless.
They are very friendly and professional

March 6, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing this! We’re glad the lab visit felt quick, comfortable, and professional, and that you had a positive experience.

Rated 1 out of 5 stars

Ive had nothing but issues

Ive had nothing but issues. They don't send my results i have to ask for them. My meds are late. It's days before anyone responds to messages. They sent my prescription to my old pharmacy after i already sent them the new info. Now im 5 days from having no meds and 4 emails later im still waiting for a response.

March 10, 2026
Unprompted review
Freddie logo

Reply from Freddie

We’re sorry to hear about your experience and the delays you’ve encountered, that’s not the level of service we aim to provide. Please reach out to our support team with your details so we can look into this directly and help resolve the situation as quickly as possible.

Rated 5 out of 5 stars

These are some great people to have on…

These are some great people to have by your side they’re very understanding and helpful people.

March 18, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind words! We’re glad you’ve felt supported and that the team has been helpful and understanding.

Rated 5 out of 5 stars

Wonderful experience!

David, the clinician I spoke with, was amazing! He provided me with all the pertinent information, ensuring that I was understanding the information throughout our chat. He answered all my questions and helped me to make an informed decision that will benefit my overall health. Highly recommend!

March 19, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the thoughtful review! We’re so glad David made you feel informed and supported throughout your visit. We’ll be sure to pass along your kind words, and we really appreciate the recommendation.

Rated 5 out of 5 stars

my prep provider was so kind and…

my prep provider was so kind and intelligent made me feel welcomed 😊

March 17, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind feedback! We’re so glad your provider made you feel welcome and supported.

Rated 5 out of 5 stars

Seamless Experience

The entire process, from scheduling to the telehealth appointment, was easy and efficient! The N.P. I saw was very kind, resourceful and made sure any questions I had were answered.

March 17, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing this! We’re glad the process felt seamless and efficient, and that your NP provided kind, thorough support throughout.

Rated 5 out of 5 stars

The nurse that I interacted with was…

The nurse that I interacted with was very professional and compassionate. The portal service was excellent.

March 15, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind feedback. We’re glad you had a positive experience with the nurse and found the portal easy to use.

Rated 5 out of 5 stars

McKenzie was a doll calling today

McKenzie was a doll calling today. She was able to assist in getting me the prescriptions I was looking for an assured my health was the number one priority as well. I was able to schedule the appointment in less than 24 hours and it only took about five minutes for the appointment which is done in the comfort of my through a video chat. McKenzie made me feel comfortable no judgment and understood my needs. I would recommend this to anybody and everybody.

March 14, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing this! We’re so glad McKenzie made you feel comfortable and supported, and that the process was quick and easy for you. We’ll be sure to pass along your kind words, and we truly appreciate the recommendation.

Rated 5 out of 5 stars

My appointment

I had my appointment this morning with a freddie nurse and i must say, although daunting to be open and honest about my sexual practices, it was a overall pleasant experience. Easy, loving, thorough.

March 12, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing this. We’re glad your appointment felt supportive and comfortable, and that the experience was thorough and positive.

Rated 5 out of 5 stars

Excellent staff!

Fast and easy my clinician was excellent and made sure I understood exactly what everything was that I needed to know before jumping into anything specifically

March 11, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind feedback! We’re glad the process felt fast and easy, and that your clinician took the time to make sure everything was clear before moving forward.

Rated 5 out of 5 stars

Excellent Staff

This company is company provides excellent customer care throughout the entire process from setting up your labs, to medication refills. And most is done virtually which is convenient for clients !

February 25, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind feedback! We’re glad the process from labs to refills, felt smooth and convenient, and we appreciate you taking the time to share your experience.

Rated 5 out of 5 stars

Awesome employees and an all around…

Awesome employees and an all around great service and care provider!

February 25, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind words! We’re so glad you had a great experience with the team and appreciate you taking the time to share it.

Rated 5 out of 5 stars

Staff are professional and take the…

Staff are professional and take the time to explain everything about the program, meds and what to expect.

February 11, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the thoughtful feedback. We’re glad the team took the time to explain everything clearly and help you feel informed about the process and what to expect.

Rated 5 out of 5 stars

It's a very simple application except…

It's a very simple application except that it's quite expensive

February 13, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for your feedback. We’re glad you found the process simple, and we appreciate you sharing your thoughts about the cost.

Rated 5 out of 5 stars

Care Team is amazing!

James (NP) was amazing. He was kind, patient with my questions, and knowledgeable when it came to PrEP, DoxyPEP, and general information about HIV transmission.

March 5, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing this! We’re glad you had such a positive experience and that James was able to answer your questions with care and clarity.

Rated 5 out of 5 stars

The NP was amazing

The NP was amazing. Answered all of my questions and was so knowledgeable.

March 5, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for the kind words! We’re glad your NP was able to answer all your questions and provide knowledgeable support.

Rated 2 out of 5 stars

Easy, until it comes to getting your medication.

Very Similar to Mistr if you're familiar with them.

The process was really easy. Online doc consultation, at home sti testing kit (or you can go in to an office for it). They got and posted my results and said the doc approved my subscription. But after that, nothing. It's been a month now and despite contacting them multiple times I have heard nothing on how to get my medication. I've given up and gone back to Mistr. Which is also has issues getting your medication to you, but at least they respond when you contact them.

February 3, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing your experience, we’re sorry to hear about the frustration this caused and we apologize for the gap in communication. Once we were notified by the partner pharmacy, your prescription transfer was completed the same day. When prescriptions are filled through non-partner pharmacies, we unfortunately have limited visibility into their communication timelines with patients, but we recognize how important clear updates are and are working to improve this moving forward. We appreciate your feedback.

Rated 1 out of 5 stars

use MISTR or local clinics

use MISTR or local clinics

their response is super slow, their phone line does not work and only accept voice mail that they don't return. Their administration is very inefficient.

Use alternative options. they provide the same service without the frustration Go Freddie put you through

March 1, 2026
Unprompted review
Freddie logo

Reply from Freddie

We’re sorry to hear about your experience and the frustration with communication. We’re actively working to improve our phone system and support response times. If you’d like, please reach out to our team so we can look into this further and try to help.

Rated 5 out of 5 stars

The practitioner was very courteous

The practitioner was very courteous, professional and easy to talk with. I felt comfortable chatting and discussing my health issues.

March 2, 2026
Unprompted review
Freddie logo

Reply from Freddie

Thank you for sharing this. We’re glad you felt comfortable and supported during your visit, that’s exactly the kind of experience we strive to provide.

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