Refills Reviews 674

My GLP1 medication arrived with a refrigerate upon receipt neon sticker, was lost in transit for 7 days. Placed on: Feb 26th, 2026, shipped 3/2 and arrived 3/9 (7 days “refrigerated”. I sent multiple emails, left voicemails to their support number and texted the number associated with Grace who had given me a promo code initially. I received one email response (below) and no responses from support or doctor on the app and no callbacks.
I asked for a replacement shipment or refund and they said my situation didn’t qualify as this refrigerated medicine is “stable” in transit at temperatures up to 86 degrees. They also provided a pretty sketchy note from a 3rd party saying no need to worry, it just makes it expire twice as fast. I’m personally not comfortable injecting medication that has been stuck in Miami, FL in unknown heat conditions.

Spend the extra money and use HERS.

Their email response:
For your refrigerated GLP-1 prescription, the medication is generally stable in transit for up to 56 days at temperatures as high as 86°F (30°C). Because of this, a 5-day shipping delay doesn't automatically qualify the order for a free replacement or refund, as long as the medication arrives intact, not frozen, and undamaged. If your package arrives damaged, leaking, broken, or frozen, please don’t use it. In that case, reach out with photos, and we’ll review it under our damaged shipment policy: Medication Safety and Handling.

Generally, refunds aren’t issued once an order is in fulfillment, and there isn’t a specific guarantee for a full refund if a replacement isn’t possible solely due to shipping delays. If you’d like your situation reviewed for a possible exception, you can reply to this message or connect through your patient portal with your order number, reason for the request, and details. Approved refunds usually appear in 3–5 business days (Understanding Refunds and Disputes).

Once your medication is delivered, please refrigerate it as soon as possible and continue to follow the label’s expiration or Beyond-Use Date. You can track your shipment status (unable to have link). If your shipment ends up lost or misdelivered, you’ll need to check delivery locations, contact FedEx, and provide any documentation. We’ll help set up a replacement if the package can’t be recovered.

UPDATE 3/12:
After the response on trustpilot I received the following email from supportATrefills.com. I will say they have not provided any updates or additional information in the 24-48 hour window the references. I will update the review as things progress.
3/9/2026 Email:
We want to sincerely apologize for the delay with your recent shipment. Due to an unexpected disruption at a FedEx transit hub, your order was held longer than expected, and we understand how frustrating and concerning that is — especially with temperature-sensitive medication.

We want you to know that we are currently processing a reshipment for you at no additional cost. Once your new shipment is on its way (within the next 24-48 hours), you will receive tracking updates so you can follow its progress every step of the way.

Your health and trust mean everything to us, and we truly appreciate your patience and your business. If you have any questions in the meantime, please don't hesitate to reach out to our support team.

Thank you for being a valued Refills customer.

Warm regards,
The Refills Team

Their competitive pricing was great. Provider approved plan within 8 hours and order was sent to pharmacy. However the processing time at the pharmacy took a few days! So I received my order via FedEx express 6 days after placing order. Getting provider or customer service to respond ONCE to a question or comment consistently took 4-5 days. I cancelled my plan over it. I was going to renew since all other plans were incredibly high (thank you tax season) but I could not renew using the button nor could I get anyone to process the payment as they had stated could be done. Forget about trying to call them, it’s the same issue. It’s a pay and leave them alone kind of business so manage your expectations.

2.24 - doctor messaged in portal of prescription approved
crickets
2.27 - sent customer support requesting update - no response
3.02 - Shipment information sent to FedEx
3.03 - FedEx picked up
3.03 - At local FedEx facility MIAMI, FL - its hot in Miami
3.05 - sent another customer support requesting update - no response
3.05 - sent doctor a message - no response
3.06 - no phone number to call? It's still sitting in Miami, nothing from customer support.

the medication should be stored in a refrigerator at 36°F to 46°F (2°C to 8°C) to maintain potency, stability, and effectiveness.

I'm not injecting anything in to my body that's been sitting in 80 degree Miami weather or 5 days.

Save yourself a headache and go with another provider.

This is my second month with this company. They never respond to chat in a timely manner. Last time medicine was late. This time medicine was shipped by 2 day FedEx residential no weekend delivery and keeps getting stuck in Miami. I received confirmation that it was way for delivery Wednesday. It has been sitting in Miami. Was to take my medicine Weds. night its now Friday still no medicine and still showing in Miami. This company is quick to take your money, but does not timely respond to concerns or returns calls. I haven't even received the last order and now 10 day later they want to charge me for the next shipment. What the hell. It is not worth the stress when you're expecting something promised and company does not deliver. Check the background for where they get meds as well is it really safe to put into your body. Tried to call again and phone is not working, seriously.
Buyer beware price is only one part of this equation. If your looking for communication, follow-up, reliability, timely i am afraid this is not the company. I have experience it all.

I’ve been with refills.com since October 2025. They have been quick to process my meds and very communicative regarding shipping, even with the weather delays. I plan to keep using them for the foreseeable future!

Refills is great. I have had nothing but positive experiences with them. From the competitive pricing to the individualized treatment plan you get from your doctor. The communication has been top notch. Cuatimer service is so easy to get in touch with and prompt to respond. I love that I can have a one on one chat with my doctor whenever I have a question or concern.
My orders have always been sent to the pharmacy on time and received within 2 or 3 days.
I highly recommend refills.

Been using Refills for well over a year. Best prices every time I need a refill (😁). Far better than self-pay for less tirzepatide. Have experienced everything from shipping delays, and longer processing times at peak occasions and I have always received my orders with no issue. Pro tip: always order BEFORE you run out of what you have on hand. Intake and the initial process was extremely easy. I'm looking forward to Refills being my one stop shop.

I gave Refills a try after doing a deep dive all over the interwebs. I haven't been with them long (>2months), but I must say, I've been pleased with the following:
1.) Unbeatable price for Tirzepatide *ask for best price deals
2.) Fast shipping & accurate tracking
3.) Access to a client portal
4.) Eric! Other reps have been helpful, but Eric feels like my personal assistant. He is quick to respond, respectful and answers any/all questions in a friendly, professional manner.
Note: The low ratings may be due to the impact on shipping during the winter storms.

Very simple system to get the needed products. Medical support is great. Was having problems initially with shipping. But I put that on FedEx as they are the worst company on the planet. However, Refills quickly jumped in and fixed the situation and got me on track quickly.

My experience so far has been excellent…… Eric has been very helpful …he is now point of contact if I have any questions … very pleased that I chose refills.com.. definitely recommend… thank you Eric !!!

They are quick to take your payment & then ghost you when you use the chat feature and calling just ends in a voicemail that likely will not be listened to. It does not take 6 days from FEDEX tracker saying “shipping label printed “ and then no update. I used RO originally and they were WONDERFUL. I am about to cut my loss and go back to RO and spend an extra $200 a month on their membership fees and get their quick delivery and great communication. I don’t want to inject something into my body from a company who won’t answer my calls or even respond to a chat of something we’re to go wrong?!

Intake was easy and fast but it's been a week and I still haven't gotten my medication Or even an update on shipping despite multiple messages sent through the chat- shipping info is stuck at "shipping info sent to FedEx." I called customer service and right away said all agents were busy. I am feeling scammed- was charged hundred of dollars but am receiving extremely poor customer service along with no medication.

*3/16/26 UPDATE*
After this original review, an actual human team member reached out to me directly in effort to address my concerns- which in this day and age is practically a miracle! Their communication was prompt and friendly. After a few more days they ended up sending me a new shipment for free after it was delayed even more due to an issue at Fed Ex, which arrived within 2 days. It was well-packed. I've only taken 2 doses but so far I am happy with the mediation. At this point I'm changing my review from 1 to 4 stars and will try them again in the future.

I have been working directly with Taylor at Refills.com throughout my journey. She has been amazing and the product and service has been exceptional. I will and have referred others to Refills.com.

Caroline helped make the sign up process so easy and my prescription was approved so fast by Dr. Patel! Very pleased with the service so far.

I had a great experience with Refills, communication was always quick and proactive, and their pricing can’t be beat. Please disregard the wave of poor reviews, the company shouldn’t be blamed for a winter storm delivering shipping, especially when they provided near constant updates on status and did everything in their power to keep schedules

Have had a great experience at refills. They have honored their pricing specials and inform you how to get cheaper cost. Responsive via text and quick!

Super easy and convenient process and really nice company to work with! No issues for me on shipping or otherwise and the staff are super responsive to any questions or issue! Great prices too

At first they were great and responsive…. Then my second shipment was late AND the wrong dosage. I cannot get a hold of customer service to save my life. So I had to cancel with them and move on

I’ve gone with many different Telehealth services for Tirzepatide, as have my friends. What sets refills apart is not only the financial advantage, but the customer service. Every time i’ve reached out for help, (not very often btw) i’ve spoken to a real person and i’ve had real conversations. The reddit community is also fantastic. Please don’t let a few negative reviews due to weather logistics steer you from giving this company a chance. Im an incredibly satisfied customer, as are about 4 other of my friends, all of which have switched to refills.com. Not to mention this tirz FEELS better. Maybe that’s a placebo feeling, but all of my friends have said the same thing. It arrives COLD every shipment. This probably sounds like they’re paying me to make this LOL I swear they aren’t, i work in the service industry and understand the importance of supporting a brand that you support LOUDLY. I am near the end of my Tirz journey, losing 31% of body mass. I wish I had them from the beginning. If you are thinking of switching providers or starting your journey here, I cannot recommend them enough.