PillPack Reviews 336

They repeatedly email me telling me my doctor has denied refills and telling me to contact my doctor. When I call my doctor's office they tell me they have had no request for refills. They then refill the prescription and this happens again each time a prescription needs refilling. I have contracted them numerous times and confirmed the number. I am leaving Pillpack for this reason only.

Pillpack never sent me 60 days of medical supplies. Never use them. After calling they said we see you requests and have no idea why we did not send your life dependent medical supplies. They said we cannot send you the missed shipment because we have no accountability and don't care about your medical issues. Thanks Amazon.

I have called and used the live chat 4 times and I still don't have my prescription. I was promised on Tuesday that it would arrive today. When I checked back for the tracking I was told that the Indianapolis facility had "fallen behind" and that I could expect it by next Tuesday. When she asked if I had enough to last until then and I told her no, she said "sorry for the inconvenience."

Absolute horrendous customer service, they do not keep commitments, say they'll call you back and never do. They cannot demonstrate even basic competence to do the job they're being paid for, and I'd hate to see how inadequate their management team is. Express Scripts has most of the same problems, but compared to Pill Pack, Express Scripts is looking like a world class, customer-centric organization of top caliber. It's just that bad.

If I could give a zero i would. Do NOT sign up for this service. I signed up over a month ago and won't get my first prescriptions until.march 6. I had to make several calls before they got even half of the subscriptions right. They are saying I need pre authorization for pills I have been taking for 10 years. I asked for 90 day subscriptions and they only prescribed 30.i have had to go without blood pressure meds for weeks due to their incompentence. THIS IS A DANGEROUS SERVICE. It is a matter of time before they injure someone seriously

I am upset and angry. In advance of an extended trip, I ordered my medication in plenty of time to have it approved by my insurance. When my meds arrived today, they were not in packets. My entire reason for using PillPack is that I can get my meds in individual dose packs. The areas that I will be traveling have high humidity--Hawaii and Costa Rica--and pills cannot withstand that unless they are in airtight packages. I have been using PillPack for several years and have never had this happen. I have complained to the customer service agent and to a supervisor. I should have been informed that my meds would be sent in bottles and not in dose packs. I could have been sent two separate 30-day orders. Now, it is too late to change anything and PillPack has no remedy for this situation. I am very unhappy!

I just wanted to view my daughter's prior shipment (her physician somehow used Pillpack for fulfillment), but they require that you get something delivered in order to even sign up for an account. I ended up just filling in some vitamin D with a burner credit card. There was a place where you could tell them not to offer or ship the medication once signed up, so I immediately did that. And I paused the burner card in case they tried to subscribe me to something.

They signed a prescription themselves, billed me, and now they keep trying to bill me for additional months of vitamin D. It's failing because the burner card is paused, but customer service neither cancelled the subscription (despite saying they would) nor took a return of the vitamin D they already shipped. And they were rude! I'd recommend avoiding.

My customer experience with PillPack has gone from Excellent 2 years ago, to Extremely Poor February 2023. About 30 days ago, I called PillPack to get a 3 days supplies of 2 meds for my 85 y/o mothher, who was missing those meds. I was told by the Agent that the best thing for me to do was to have them transfer out my mother's prescriptions to a local pharmacy, have the 3 meds filled locally and then they would transfer the prescriptions back in to 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 in to 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 in to 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 called 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 into 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 and they did not receive the meds transferred back. I asked how many attempts constitute Max. I 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 and 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 reached the max number of outcalls to the local pharmacy and there was nothing else that they can 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.

My other half works for Amazon and they (Amazon) summarily moved all of my prescriptions (well most didn't make it) from Express Scripts without telling me. So far, I have been battling with Pillpack and RXAdvance for a month and they have still not got it right. Pillpack is a nightmare. DO NOT USEE!!!

I signed up with this company as it is supposed to be the cheapest with my insurance. I have had issues from day 1. They charged my card for 3 months supplies, then tried to say I didn't pay for 1 month so they only sent 2 months. That was a hassle. Then time to reorder in December, app said I couldn't until February. Called and they "fixed it." Then tried to order in January and the app said next date I could get it was March. Called and they fixed it again. Go to order yesterday and it now says April. Hello?? This is life or death here people. I'm not here to play games. Called and ordered and what do they do? Charge my credit card twice. I cannot win with this company. I will PAY MORE for a pharmacy that has it together.

My husband has been using PillPack for just a few months now and it's been a horrible experience.

He started using the OmniPod 5 system and there was information inside the kit to get his diabetic pods through PillPack. He signed right up since we've never had any issues with Amazon.

His last order was randomly canceled by Pill Pack because the copay went from $35 to $200 (which we knew was going to happen as we changed insurance). No one bothered to call to say the order had been canceled. When he called to find out what was going on and that we knew the copay was more PillPack set up his order again. Representatives from Pill Pack keep saying the order will be overnighted but then the expected arrival date keeps getting pushed back. The pods were supposed to be delivered today then Wednesday, February 1st now the new date is February 8th.

Does PillPack understand that Type 1 diabetes need their diabetes supplies to live? I don't think they do.

This is the worse service we have ever experienced. I have filed a complaint with the better business bureau and I reached out to Insult to make them aware of my experience and suggest PillPack not be promoted in the Omni Pod 5 kits as I don't want other diabetes to experience what we have gone though.

I will never Pill Pack again!

If you want a headache - pillpack is for you. Not in sync with reality. It will never work.

Though my PillPack experience may not illegal have been illegal, it was immoral. In December the cost of a medication went by $500! When I called to complain and inquire why, they said they would call me back to discuss why after the holiday. I told them that I could not afford the medicine on that call. They called and left me a voicemail on Dec.26th and when I did not respond, charged another $500 for January’s medicine, even though I told them in December that I did want and could not afford another $500 automatic withdrawal from my account. When I called to complain, the first response was “When you did not respond to our voicemail, we assumed you wanted the medicine.” Their second response was to check with my insurance company and see if they can reduce the cost. Meanwhile, I am out $1000 dollars for a prescription that usually would cost me $80. Runaway from PillPack as fast as you can! They will take advantage of you the first chance they get. I am clergy and everyone in my congregation will know about the poor service I received at PillPack.

Absolutely awful place, the idea sounds goo… But it’s an absolute train wreck. The techs have absolutely no clue what they’re doing. Both pharmacists I talked to were absolutely clueless on where my meds were. I’m amazed they haven’t killed anyone yet, between the not sending meds me cause they “thought I had enough” when they only gave me a 1/2 of a prescription AND the pure incompetence, are just a recipe for disaster. After reading other reviews I’ve come to the conclusion that it’s not me, and this company is just notoriously horrid. The absolute worst Amazon service I’ve ever seen.

Terrible selection of prescription drugs.

Transferred all of my meds to them this past fall thinking they would be more convenient. Just transferred my last med back to a local pharmacy. Pillpack consistently ships 30 day supplies ***every 45 days***. For critical medications people can’t go without. Their system is fundamentally broken. When I asked for a 90 day supply, I was told that my insurance will not approve (I’ve had my meds on 90 day supply on multiple prior pharmacies and had no trouble, so can only assume either my insurance doesn’t trust pillpack or they’re lying or their system is broken that way too). I had a med with them that I was told the manufacturer subsidy didn’t work, transferred to my local pharmacy and had no problem with the subsidy. Online customer service interactions take longer than driving to a local pharmacy, waiting in line, and driving home (usually at least 45 minutes - and they will disconnect you if you open another browser tab while waiting). I’ve had to reach out to them about the same med and talk to 3 separate people, 3 separate times, to get what I needed. This system is a total joke.
Don’t use them if you don’t want to have to spend 45 minutes begging to get your meds every single month.

I’ve have multiple issues since switching to PillPack a few months ago.

I work in healthcare and it’s concerning that the Pharmacy Techs cannot read diagnosis codes on prescriptions. Their representatives debated with me via phone and messaging for over 30 mins about a missing diagnosis code, that was present the entire time (last month).

The communication is horrible. They do not reach out to you or your provider if they suddenly decide not to fill a scrip, that they already confirmed shipping/arrival info with you on…and have previously filled. (Last two months)

They’ll also run meds through your insurance for PA, even if you are not using your insurance to fill the scrip. Which is absolutely ridiculous. I was given false information as to why this was done and when I knew the actual correct information regarding the manufacturer of the medication and countered back, the phone rep began stuttering and then completely changed the subject.
It wasn’t the reps fault, they’re only repeating the information they’re given but again, ridiculous.
Then I was told someone tried to call me on Saturday but couldn’t leave a voicemail. I ask why couldn’t they? My voicemail is working just fine. I checked my call logs and I had NO missed calls over the weekend. (Today)

I hope my review prevents others from having to deal with the frustration of this disjointed and unprofessional company.

I had pillpack for years before Amazon and they were great. As soon as Amazon took over I started having problems but I dealt with it. But these last couple months were absolutely horrible. One of the medications was out of stock, they didn't call, they didn't text, they didn't email me to find out how to handle this. (CVS would have called or text) They were just waiting for it to come in!! so if I wouldn't have called them my daughter would have never gone her medication. I got what was in there and had the one medication filled at CVS pharmacy. The next month I called them to see if they had the medication in, yes they did. They were going to ship it to me by the 4th. I said no the 4th is when her last day of medicine is I want it beforehand in case something happens. You can't wait until the last minute to send somebody's medicine. okay we'll have it to you by the 30th. The 30th comes no medicine. I call them up they dont know why it didn't ship just kept saying its in review. And with it being New Years they can't send it out any sooner than January 3rd. I lodged a formal complaint. My daughter has a seizure disorder and with one with one missed medication dose she will start having seizures. Plus she has pan-hypopituitary which is regulated by medicine. The supervisor promised me that it was in the works it would be shipped out on the 3rd and I would have it by the 4th. At 3:08pm on the 3rd I call pillpack. Her medicine was not shipped!!! Nobody knows why! And of course 3:00 was there cut for shipments. They had to send my scripts to CVS. They said 2 to 4 hours that they were putting it in as a priority transfer. I called pillpack at 6:30 they said they were being transferred now that it can take 2 to 4 hours that they were still another hour left on the clock. I called CVS the next morning and they did not have my scripts!!! I called pillpack again - it wasn't put in as a priority as they said it was. I had to have CVS call them to transfer my scripts becuase they couldnt even do that correctly. I repeatedly said my daughter is out of medicine as of the 4th - the apologized but i feel like nobody cared. If they did this wouldn't have happened!! I spoke to another supervisor and she just kept apologizing. Obviously there's nothing she can do. I was so angry. I told them this isn't amazon prime, it's not a pair of socks you're dealing with this is people's lives! There is a lot more to the story but this is the highlights. I am changing my shipments to CVS Simpledose. They need to communicate what is going on to their customers.

I have a prescription that indicated (via the PillPack website) it was to arrive on Monday 12/26/2022. It did not arrive. My credit card was charged for the shipment. When I called today 12/27/2022 I asked for the tracking number assuming it was delayed due to the weather.
I was told it was backordered and I should call around to local pharmacies to see if I could find the prescription.
Amazon - PillPack Pharmacy billed me, indicated that the shipment was about to arrive but the truth is they never shipped the product, they knew they didn't ship the product and they failed to notify me. This is a needed prescription.
Amazon - PillPack Pharmacy failed as a health care partner.

I was receiving monthly shipments of my Omnipod insulin pump, a rather critical piece of equipment for a Type 1 diabetic.

In December, no shipment arrived so I assumed a delay because of the holidays. I finally called PillPack and they informed me that they were skipping a shipment because a prior authorization was needed! So they just decided to not ship and did not bother to tell me?! This is not a placebo guys, I need this TO LIVE! They even tried telling me that the manufacturer should have informed me of the prior authorization. Really? Will not go with this service again.