Complaints

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:06/09/2025

  Type:Service or Repair 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 paid sesame *** upfront for 3 months worth of medication, I had to pay 3 months in advance to get my semiglutide medication at the price offered, I notified sesame 2 weeks in advance before my medication was due to be shipped out and let them know that I would be working out of state and notified them of the shipping address they needed to ship the medicine too dur to me working out of state, I also notified the doctor that I would need my medication shipped to a different address other than my home address, i also changed my shipping address on their website.Even with 2 weeks notification to sesame *** and the doctor they still shipped the medication to my home address not to the address where I would be working out of state as I had previously requested, I have tried and tried and tried to get sesame to resolve this issue having spoken with several customer service **** and a manager for ********************** and they still cannot resolve this issue even though I paid up front for this medication, all I keep getting is a run around with sesame ***.

  

  Business Response

  Date: 06/10/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

• Initial Complaint

  Date:06/08/2025

  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.

  6/6/2025 To Whom It May Concern,I am filing a complaint against Sesame for false and misleading advertising.Sesame advertised a $99/month plan which, according to their wording, "includes ongoing care, access to ***** medication and more, as low as $99/month." There was no visible fine print or disclaimer as you can see below. Based on this, I reasonably believed that ***** medication was included in the advertised price.After signing up, I discovered the medication was not included. When I politely requested a refund, Sesame refused.I am seeking a full refund due to the misleading nature of the advertisement. I have attached a screenshot of the ad as it appeared on Sesames website. All I want is a refund and to be done with this at this level. Thank you for your assistance in resolving this matter.

  Customer Answer

  Date: 06/17/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising 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.

  On APril 20, 2025 I met with one of their providers for the weighloss program. *** provider continuously entered the script wrong. There was an $800 cost difference in the wrong script they entered and Sesame customer service said can't I just go with it because it'll get resolved this way. No matter how many calls and emails I made to them about the script and calls to *** ***** confirming they did not properly enter the script, they took 3 weeks to resolve it. Had I not changed to a different provider, I would have been without these meds for over 3 weeks, which defeats the purrpose of starting this medication (Zepbound). Not only would they not refund me $89 for the botched visit, they did not cancel my "membeship" and charged me another $89. Terrible company that dropped the ball in successfully entering a weightloss script for me. I will not be using their services ever again. Which is a shame, for $89 they didn't want to refund me, they lost a customer as I worked with one of their providers for a different health concern... so too bad on them for not understanding the value of a customer.

  

  Business Response

  Date: 05/29/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ******************************************************************** or **************.

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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.

  Where do i even start. Sesame is the worst business of all times. Poor communication poor customer service, i dont understand their English, they have very little knowledge about their company to not at all. This company has caused me mental and emotional distress that gave me almost panic attacks. They take my money and disappear. I keep calling them asking where my order is and each representative gives me a totally different answer. I had been saving to do pre order for 3 months because sesame said they will be discontinuing their compounded *********** so i saved almost $747 and booked my appointment on april 29 , they charged me 249 at that time and wouldnt send me my order until i had called like 7 times then they sent me. So i asked them i thought you guys would charge me at once because that was the pre order deal but then the customer service says oh no this was not pre order deal, this was your regular prescription order , where i thought since i paid 249 they might charge me for other 2 later but they said no and gave me all bs and said you have to do it again so i went ahead and paid full amount 747 and then they call me back to say i have to pay another 249 in order to get my 3 month pre order THAT WAS ALREADY PAID FOR . They said i have to pay more to keep this pre order active. I said nobody told me this information. This is a new information. Nobody communicated this with me so I dont wanna keep paying more and more. The surprise charges so give me my refund back so i got my refund back but that last 249 was already charged so i asked but then again i didnt get that order. It was charged on may 9 2025 and today is may ******************************************************************************************************************************************************************** extremely stressed where i feel like i am gonna have panic attacks because they might disappear with my money or dont refund me. This is the ****** business ever

  

  Business Response

  Date: 05/23/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

• Initial Complaint

  Date:05/06/2025

  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 paid for a weight loss management plan renewal on April 24, 2025. This is supposed to include a compounded version of the medication. For the first two months, the plan renewed, I was sent my four doses for the month, and had a follow-up with my provider. This month, they renewed, my provider was not responding to my messages and she never sent my next prescription. So the company took my money and did not give me what the plan included.

  

  Business Response

  Date: 05/22/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

• Initial Complaint

  Date:05/05/2025

  Type:Delivery 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.

  On April 13, 2025 I was charged for medication that never shipped to me. I have been on the phone with *********** customer care every day for 3 weeks. No resolution, no meds to date.

  

  Business Response

  Date: 05/05/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The company has not issued me a refund and I never received the medication. So nothing has been resolved. I have disputed the charge with my credit card company hoping to get my money back.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been 

  They did nothing to resolve. I disputed the charge with my credit card. I effectively was abruptly removed from access to my medication. They offer nothing but empty apologies. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  

  Business Response

  Date: 06/30/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and recommend reaching out to us directly.

• Initial Complaint

  Date:04/27/2025

  Type:Order 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 paid $69.00 for a televisit from an ********************* at 2:00. NO ONE EVER CALLED

  

  Business Response

  Date: 04/30/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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.

  Sesame is an online healthcare provider that utilizes a "subscription" model for the provision of its healthcare services, which, as in my case, can include getting you in touch with a doctor that can prescribe various types of medications. I created an account on the site and paid the $89 fee in February so that one of their affiliated doctors could virtually meet with me and prescribe medication. I take no issues with that charge, or the services rendered in connection with that original meeting.However, in the course of my treatment, and after consulting with my local-based general practitioner, I decided to have my local doctor begin treating and prescribing my condition. I then received an email that said my "subscription" had been renewed. Upon receiving that email, I visited the website, initiated a chat session with Sesame customer service, and messaged the treating physician that I would not be receiving any subsequent treatment and that it would instead be handled by my local doctor. I promptly requested a refund since no additional services were rendered. When visiting the very convoluted site (which is by design), I could not find any place to cancel my "subscription", and, in fact, my "Membership" said I was in the "FREE" tier (picture included). Sesame has summarily rejected my refund request even though they never rendered any further medical care and I informed them that I would be receiving treatment from my local general practitioner. As a provider of medical services, a company cannot operate in this manner and charge patients for services never rendered. I would like my $89 payment refunded immediately.

  

  Business Response

  Date: 04/09/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The bottom line here is that you charged me for medical services that were never rendered, in addition to deliberately making your website confusing to navigate to actually cancel the purported "subscription". In addition the subscription is for the provision of medical services--which, in my case were charged but never rendered. I will only accept refund of the money that you owe me.

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

  

  Business Response

  Date: 05/05/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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.

  On February 11, 2025, I paid a one time fee on the sesame website to see a doctor to obtain a mental health prescription. I paid $75 total and did not sign up for any subscription, subsequent visits, renewals, or anything of that sort. On march 6, 2025 I found on my credit card statement that sesame had charged my credit card without my consent for $79 and had emailed me a receipt for $75 for a prescription renewal. The last the doctor had told me he wanted me to make another appointment with him and then discuss how the medication was working, if there any side effects, and if the dosage needed to be increased or decreased. I had yet to make that appointment when sesame charged me for a prescription renewal without my knowledge or consent. This seems grossly irresponsible of sesame, not only to charge me without my consent or authorization, but to renew a prescription without even talking to me about if the medication was having any side effects, if the medication was working, and if my dosage needed to be adjusted. I called customer service and they said they were unable to refund me for the illicit and unauthorized charge.

  

  Business Response

  Date: 03/07/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.
  
  

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Sesame only refunded me $13.50, not the $79 they charged without authorization. I told them they did not give me a full refund, and they said that is all theyre willing to refund me (attached).

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Customer Answer

  Date: 04/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I want my refundI never signed up for their subscription service, I never made the appointment they charged me for, I never authorized them to charge my card. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Customer Answer

  Date: 04/11/2025

  I told sesame they only refunded me $13.50 of the $79 they charged me without my permission, and they said $13.50 is all they were willing to refund me (see attachment).

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair 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 paid for an evaluation with dermatology nurse practitioner. We had the evaluation and a medication was prescribed. The provider sent the wrong formulation of the medication (cost over $800). I reached out multiple times to have this corrected (correct formulation is $20). I had no response. I reached out to customer service who told me theres nothing to do and suggested another (paid) visit.

  

  Business Response

  Date: 03/05/2025

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and will be reaching out to you soon to assist.