Complaints
This profile includes complaints for OSRX, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/12/2025
Type: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 had eye surgery yesterday. My eye doctor's office contracts with OSRX to send out drops that are necessary to use on eyes before surgery and after. They cost me $20. This order did not arrive until today and I had to go to the pharmacy yesterday to get other drops. I want to return this package UNOPENED, UNUSED, as I no longer need it as it came a day too late. The company refuses to take it back or provide me with a refund.
Business Response
Date: 02/13/2025
The patients order was received on 02/04, the patient confirmed their order online on 02/05 and went with **** shipping. On our online confirmation, it does alert patients that **** shipping can be anywhere from 3-7 business days. The order was delivered to the patients mailbox on 02/12. The order was delivered within the 3-7 business days so our protocol here would be to not refund the patient. Also, since this is prescription medication, we cannot take it back.Customer Answer
Date: 02/13/2025
Complaint: 22934221
I am rejecting this response because: Please ensure OSRX is informed that COA is distributing my complaint amongst the decision makers.The fact that it is prescription is not valid. The package that the drops came in remains unopened, as does whatever is inside, assuming eye drops. The onus is on OSRX to ensure drops arrive in time and clearly they didn't take that responsibility seriously enough. Probably saved a couple of bucks by doing cheaper shipping.
Sincerely,
**** ******Initial Complaint
Date:03/15/2024
Type: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 bought an eyedrop prescription with this pharmacy which sent me an incomplete claim form to be sent to my health insurance company. I sent several e-mails requesting a corrected claim form or merely providing the missing information (Prescriber's Name, NABP # and State ID #) but they all have been ignored.Business Response
Date: 03/18/2024
After reviewing this patients account, we had mailed multiple claim forms to the patient at each request. I called the patient this morning and spoke with her and her son to verify the forms were received and they were. The forms were sent on 03/06, 03/11, and again on 03/12. When speaking with the son, he stated they needed a license number as well as the name of the pharmacist that signed the form and this information was verbally provided. The patient did not need anything else at this time and the issue was resolved.
Customer Answer
Date: 03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution is satisfactory to me.The facts stated by business are not totally accurate but I now have the information I need.
Sincerely,
*************************
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