Complaints

This profile includes complaints for Healthwarehouse.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Healthwarehouse.com

  7107 Industrial Rd Florence, KY 41042-2979

  
• 

  Healthwarehouse.com, Inc.

  1085 Gulf of Mexico Dr Longboat Key, FL 34228

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent for Pine Bros Cough Drops. They aren't easy to find for some reason.
  When the package arrived it contained an invoice for the cough drops but had diabetes test strips. Neither of us are diabetic.
  I immediately called Healthwarehouse. I explained my problem, the customer service rep took all the information and put it into their computer. She said I should talk to the manager about it.
  She said he would be concerned and she would send the info to him.
  Then I was transferred to his phone mail and I left a detailed message. He was supposed to call back.
  I have heard nothing over a week later. My wife has a problem with dry mouth and these are the only thing that really helps.
  This is really disturbing as this company seems to be the only place to get them.
  I just want the Pine Bros that I ordered along with a return shipment label for the useless test strips.

  Business Response

  Date: 09/26/2022

  We'll be in touch right away. There's no excuse for the poor response time and lack of resolution, especially for an order like this. I'm very sorry, and I promise will make this up to you.

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered products online from HealthWarehouse.com on 8/24/2022, and paid extra for USPS priority shipping. I emailed them on the 27th to ask when the products would ship, and received an automated response on the 27th. On the 30th I received an email:
  "Hello, Thank you for contacting Healthwarehouse.com.
  
  We have a standard 1 to 5 business day processing time which does not include shipping time. I am sorry for the inconvenience. Your order should be getting shipped out within the next couple of days. If you have any questions, please let us know. We can be reached at ###-###-#### option 1."
  
  Later that day (the 30th) I received the following email:
  "Ticket #******:Fw: HealthWarehouse.com: New Order # *********
  Your order has been flagged by our system for verification. Please send in a copy of the front & back of your credit card along with a copy of your ID. The ID needs to match the credit card. If you would like to you can cover all but the last 4 digits of the credit card number and you can cover your license # and date of birth on your id. We need to see the last 4 digits only to verify the credit card. You can send them to [email protected]. We will need this to be provided before we can continue processing your order. If documentation is not provided your order will be canceled in approximately 48 business hours.
  With best regards,
  Nicca C******* HealthWarehouse.com Customer Support.
  WEB: https://www.healthwarehouse.com
  7107 Industrial Rd., Florence KY, 41042
  TEL: ###-###-#### FAX: ###-###-####"
  
  I was shocked and sent the following email:
  Please cancel my order immediately. You cannot legally ask for my license # and date of birth; doing so would enable identity theft.
  ********* ****
  
  I also called them and had them cancelled the order.
  
  My order was cancelled but I have not received a refund. The total amount is $145.24

  Business Response

  Date: 09/12/2022

  Hey *********,

  We'll have a manager in touch with you ASAP to make sure you're taken care of. The $145.24 transaction was voided on 8/30/22 at 1:56pm, so you should definitely have seen the charge drop off by now. Meanwhile, we are also working with our Accounting team to improve our fraud prevention and verification processes. I agree that the current process is antiquated and is not customer friendly. We will be in touch very soon (if we haven't already by the time you read this) but if you'd like to contact our management directly, you can call ###-###-####, or email [email protected].

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **PLEASE SEE SUPPORTING DOCUMENT FOR ENTIRETY OF COMPLAINT. I DID NOT HAVE ENOUGH SPACE HERE TO LIST ALL INFORMATION**

  Business Response

  Date: 09/07/2022

  I'm so sorry for everything you've gone through with this order. There's simply no excuse. As soon as I read your BBB complaint I notified pharmacy management. If you have not already been contacted, you will be very soon.

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. David T*** personally reached out to me and offered excellent solutions to the problems that were made, as well as a personal and formal apology. 
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:08/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a text message on august 15th 2022 saying my order had shipped along with a tracking number. It is now august 23rd and still have no medication and no updates. The tracking information still states usps has not received the product. I have reached out By email several times to no avail. I’d like my product asap or a refund!!!!!

  Business Response

  Date: 08/24/2022

  Hey *******,

  I will refund your order immediately. We don't know what's taking so long with delivery of the order, but expect that it will still be arrive. You can keep it free of charge as a little compensation for the delays. Whether the delays are in our pharmacy, or with the delivery service, there's no excuse and we must take accountability. If you don't want the product, need us to transfer a script or explain the situation to your provider, please let us know and we will do so.

  A manager will also be reaching out directly to make sure you're taken care of.

  I am very sorry for all of this. I know it must seem like we're trying to pull a fast one and making things up, but I promise you we shipped your order on 8/15. We'll be investigating further with delivery service as part of our quality assurance, but we need to first make sure that you have everything you need, even if it means you have to get the product from another pharmacy.

  We'll be in touch soon.

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******

  They made the situation right and have been very pleasant to to talk to while handling my situation. I would like my complaint removed if possible.