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:10/13/2022

  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 called REX MD twice and they told me both times my order was going to be shipped after 48 hours. I also told them on the second call that i was going to cancel my first order if it does not get shipped during that time. After 48 hours and i looked online and still not get notice of order shipment i cancelled the order. It's been a week and refund still has not gotten processed. I logged in online and order is just on hold status and not cancelled. They immediately charge you for the order without being shipped but it takes a long time for them to process refunds.

  Business Response

  Date: 10/20/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***********************, first ordered a prescription Rex MD product on September 21, 2022.  Unfortunately, shipment was delayed due to transition issues with our fulfillment pharmacy.      
  
  As a courtesy, we have refunded ************** for the cost of his order.  It may take up to 10 days for the refund to appear in *** ****** credit card account.
  
  Given this refund, we consider this complaint to be closed.  
  
  Rex MD

  Customer Answer

  Date: 10/22/2022

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

• Initial Complaint

  Date:10/06/2022

  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 am on "automatic delivery" through RexMD for one of their products. The "shipment date" was supposed to be September 27, 2022. They charged my credit card and never shipped the product! I want a refund and a subscription cancellation, or fulfill my order!

  Business Response

  Date: 10/20/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *******************, first ordered a prescription Rex MD product on January 21, 2022, and he made several subsequent purchases during 2022.  *** ****** most recent order, on September 28, 2022, did not ship because his prescription required renewal.    
  
  We contacted **************, and, based on the information he gave, his prescription was renewed.  We subsequently shipped him the product ordered on September 28, and that shipment has now been delivered.    
  
  Given this prescription renewal and shipment of product, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:09/22/2022

  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.

  September 15,2022 *********** charged me $153.00 for medication they refuse to ship due to the prescription being expired and are refusing to refund the money because according to them all sales are final The sale is not complete until the product that was paid for is shipped They charged my credit card knowing that they werent going to ship the medication

  Business Response

  Date: 09/27/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *******************************, first ordered a prescription Rex MD product on September 14, 2021, and made several subsequent orders.  The most recent order occurred on September 14, 2022; however, *** ********* prescription expired on September 16, 2022.  We sent ******************** emails prior to September 16 notifying him of the upcoming expiration of his prescription.  Shipment of the September 14 order required a prescription renewal.  
  
  On September 21, 2021, ******************** emailed us asking for a refund and subsequently seeking information about when the order would ship.  ******************** then emailed seeking an end to his subscription.  
  
  Given that his prescription was not renewed, we have refunded ******************** for the cost of his September 14 order.  It may take up to 10 days for the refund to appear in *** ********* credit card account.
  
  Given this refund, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:08/29/2022

  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.

  On 08/10/22 I ordered sixty 50 mg Generic ****** (Sildenafil) in the amount of $331.20. Their website advertises "We guarantee the lowest price per tablet on generic ******, Cialis, and Cialis Daily. Save up to 90% on generic ** medications compared to any telehealth provider - if you can find a lower price we will beat it. Guaranteed." and "Lowest price guaranteed" and many more references to the same. I could find nothing in the terms and agreements with stipulations to the price matching or reduction. *********** is a telehealth provider of Sildenafil. Through *********** the cost for the same would be $63.58. I provided the documentation of the competitors Telehealth price and requested a refund of the remainder. MedRx claimed they would not compare GoodRx. (Despite it being a telehealth provider)

  Business Response

  Date: 09/01/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***********************, first ordered a prescription Rex MD product on August 10, 2022.  On August 26, he called us and stated that the product did not work and asked for his subscription to be canceled, which we did.  
  
  **************** subsequently sent an email identifying a lower price for the Rex MD product from a third-party pharmacy discount program.  Although that entity is not comparable to us, as a one-time courtesy, we have refunded the difference in price from the price we charged and the price offered by the third-party pharmacy discount program identified by **************** in his email.  
  
  Given this refund and cancellation of *** ******* subscription going forward, we consider this complaint to be closed.  
  
  Rex MD

  Customer Answer

  Date: 09/06/2022

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

• Initial Complaint

  Date:08/25/2022

  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 purchased a product from them. It did not work. They called me to check in on me. I told them it did not work and that I wanted it cancelled ( they cannot dispute this if they look at their records.). Then they charged me again. They did NOT have my credit card number as I closed the card to make sure they did not charge me again. They FRAUDULENTLY got my new card number and charged me. Then they sent the product to an address that I do not live at. This is a HIPPA violation. Then they said I HAD to call to cancel. I did but they say they have no record. Then per the attached they say I cannot cancel online but per the ATTACHED that is the ONLY way to cancel. At every level this is a violation of several laws. All I want is the REFUND because not only did i NEVER GET THE PRODUCT , I am not capable of getting the product because they dont have my address.

  Business Response

  Date: 08/31/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***********************************, first ordered a prescription Rex MD product on January 31, 2022, and, on February 9, changed his second order date from July 31, 2022, to August 9, 2022.  On August 9, we attempted another order, pursuant to the subscription to which ********************** affirmatively agreed when first ordering (and which he had affirmatively altered on February 9).  We sent ********************** an email on August 4 reminding him of the upcoming order.  
  
  Although *** ********** credit card initially declined, the order went through on August 19, and the product was shipped to the address in *** ********** patient portal.  On August 22, after the product had shipped, ********************** changed his address in his patient portal.  ********************** complains that we sent the product to the wrong address, but he did not change his address until after the order had shipped.  Moreover, *** ********** address change is not credible, as he changed his address to the former corporate address of ************* the corporation to which Rex MD is affiliated.  Nevertheless, we have canceled *** ********** subscription going forward.  
  
  Given the cancellation of *** ********** subscription going forward, we consider this complaint to be closed.  
  
  Rex MD

  Customer Answer

  Date: 08/31/2022

  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 response from REXMD is false on a number of front.   First, I called one month after the original order.   They say they have no record of the call.  I called a second time and was told I could only cancel online.   Their website does not allow online cancellations.  So from Feb/Mar on they have been providing false information.  I closed my card so they would not fraudulently charge me. When they sent a TEXT telling me my card was not working that was because I closed the card.  My bank can verify this.   The say the card magically accepted it.  That would not be possible since I did not give them my new card number.  I moved on July 1, 2022.  Their response implies otherwise.  I put the REXMD parent address on the web site NOT as an afterthought or some clever way to change my address after the fact.  I was trying to prevent a HIPAA violation for the company and trying to prevent my private medical information going to someone else.   AGain, I can prove the move was done WELL BEFORE they sent the product.   I moved away and have no way to know if the product ever arrived by assume it did and if the goes to a lawsuit I will contact the person living at my old address and see if they received the product.  ********* it was delivered to another person.   I HAVE NEVER RECEIVED THE PRODUCT AND THUS CANNOT BE HELD LIABLE FOR THEIR MISTAKE.  Again, their response if filled withy falsehoods and I can prove my point and they cannot.  I have contacted an attorney and since they cannot prove their point and since I have never received the product and they never called me and they lied about not getting my original call, my attorney advises the law and provable facts are on my side.  There are two additional ******** consumer agencies that have been contacted.  I WILL NEVER LET THIS GO UNTIL IT IS REIMBURSED.

   

   

   

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

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

  Business Response

  Date: 09/16/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in further response to the above-referenced complaint.
  
  The customer, ***********************************, first ordered a prescription Rex MD product on January 31, 2022, and, on February 9, changed his second order date from July 31, 2022, to August 9, 2022.  On August 9, we attempted another order, pursuant to the subscription to which ********************** affirmatively agreed when first ordering (and which he had affirmatively altered on February 9).  We sent ********************** an email on August 4 reminding him of the upcoming order.  The order eventually went through, on August 19, and the product was shipped to the address in *** ********** patient portal.     
  
  We understand that ********************** attempted to a reach us to request a refund.  We have tried to reach ********************** but have been unsuccessful.  Nevertheless, as a courtesy, we have issued a refund for the cost of the August 19 order.
  
  Given this refund, we consider this complaint to be closed.
  
  Rex MD

  Customer Answer

  Date: 09/26/2022

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

• Initial Complaint

  Date:08/24/2022

  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.

  Order Date: July 27, 2022 Order Number: ******* Price was around ****** I had used a health savings card to pay for this product as they had the option at check out. I had received package and there was no invoice receipt inwhich I had to argue with them to get to turn in to health savings card. Now my health card supplier needs a copy of of prescription as per law to put with file and they absolutely refuse to provide it. . My health card is in jeopardy of being s*** down because of this.. all I need is a copy of the prescription to send to them and they are refusing

  Business Response

  Date: 08/31/2022

  Re:  Complaint ID #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *****************************, first ordered a prescription Rex MD product on July 27, 2022.  On August 23, 2022, ********************** called us asking for a copy of his prescription for his health savings card.  We mistakenly did not provide it to him.                
  
  We have sent *** ********** prescription to the email address that we have on file for him.  He should contact us if he does not receive it.     
  
  Given this provision of *** ********** prescription to him, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:08/17/2022

  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.

  On February 10th, 2022, I placed an order for prescription medication through the website RexMD. After placing my order, I was told that to be approved for the prescription I would have to have a doctor consultation over the phone, which was scheduled for February 14th. After speaking with the doctor, I was told that I was a candidate for the prescription and that it would be shipped to me. On February 16th, I received an email notification letting me know my medication had been shipped. That email did not mention that this prescription would be auto renewed every six months. I was never informed by the doctor after being told that I was approved for the prescription that I would be auto enrolled for future shipments of the prescription, nor did I receive any separate email notification stating these terms. Today, August 16th, I received a text at 2:24pm MT that "Hi ******, Your order has shipped" and I was provided with a tracking number. I also received an email notification today at 2:24pm MT stating the same thing. I immediately logged onto my RexMD account to cancel my prescription, but was unable to do so despite looking for options to cancel for close to an hour. At 3:31pm MT I called RexMD to cancel my order. I spoke with an associate who escalated my call to a floor supervisor named ******, however, ****** stated that the shipment had already been picked up and shipped and therefore she could do nothing for me. I explained that I had never been informed of an auto renewal, and was given no notice of a pending shipment, which I found to be an unethical business practice. She said I had agreed to this when signing up, so she would not refund me my money or cancel my order. She said she would cancel future orders, but I was stuck with this one. When I look at the shipping information, it states that the prescription was "picked up" at 2:16pm but that the shipment information was not sent to ***** until 2:29pm. The entire experience was unethical/misleading

  Business Response

  Date: 08/30/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***********************, first ordered a prescription Rex MD product on February 10, 2022, and on February 16, changed his second order date from August 10, 2022, to August 16, 2022.  On August 16 a subsequent order was made, pursuant to the subscription to which ************** affirmatively agreed when first ordering (and which he had affirmatively altered on February 16).       
  
  In response to *** ****** telephone call, we canceled his subscription going forward.  However, when he called, the August 16 order had already been sent out for shipment, and, also pursuant to the terms ************** affirmatively agreed, no returns or refunds are permitted for prescription drugs.    
  
  Given the cancellation of *** ****** subscription going forward, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:08/16/2022

  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 stopped payment for a order for August with my Apple card and requested this order be sent out in October 15, 2022. I made this change in their website. Later on August 15, 2022 they reran the a charge to my account and charged for this order for August. I did r authorize them to do this.

  Business Response

  Date: 08/25/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *************************, first ordered a prescription Rex MD product on April 12, 2022, and a subsequent order was made (pursuant to the subscription to which ****************** affirmatively agreed when first ordering) on May 14, 2022.  On June 8, 2022, ****************** logged into his customer portal and changed his next shipment, originally scheduled for June 14, 2022, for July.  On July 12, 2022, ****************** again changed his next shipment, this time until August 15, 2022. 
  
  The morning of August 15, ****************** was charged pursuant to his recurring subscription and the date change he had made in July.  That was the only charge made in August 2022, and the product was shipped to ****************** that day.  Later in the day on August 15, ****************** attempted to change his next shipment date several times.  Eventually, on August 16, he changed his next shipment date to September 2022.  Yet the product was charged on August 15 and shipped on August 16, and, pursuant to the terms to which ****************** affirmatively agreed, we do not accept returns or refunds relating to prescription drugs.  
  
  Pursuant to *** ******** complaint, we have canceled his subscription going forward.  Given this cancellation, we consider this complaint to be closed.  
  
  Rex MD

  Customer Answer

  Date: 08/25/2022

  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]

   This response from Rexmd is not correct. I made changes to Rexmd in their  website for my next shipment to be made on October 15, 2022 as I didnt need this because of a recent surgery.  I got a notification that Rexmd made a charge on my Apple Card the morning do August 15th  of which I stop payment on. I then went back to their website to see that they didnt change my shipment date I selected so I made the change again.  Later that afternoon of August 15th they charged my card again   I notified their rude representative through email of this and they refused to refund my money.  This company is a rip off and based on other reviews I am not the only one they have wronged   

   

   

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

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

  Business Response

  Date: 09/13/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in further response to the above-referenced complaint.
  
  The customer, *************************, first ordered a prescription Rex MD product on April 12, 2022, and a subsequent order was made (pursuant to the subscription to which ****************** affirmatively agreed when first ordering) on May 14, 2022.  Our records reflect that on June 8, 2022, ****************** logged into his customer portal and changed his next shipment, originally scheduled for June 14, 2022, for July.  Our records further reflect that on July 12, 2022, ****************** again changed his next shipment, this time until August 15, 2022. 
  
  On August 15, ****************** was charged pursuant to his recurring subscription and the date change that our records reflect that he had made in July.  That was the only charge made in August 2022, and the product was shipped to ****************** that day.  We apologize to the extent that our representative treated ****************** rudely in his communications with us, as we train our customer service representatives to handle all matters with professional courtesy.  
  
  As a courtesy, we have refunded the cost of the August 15 order to *******************  It may take up to 10 days for the refund to appear in *** ******** credit card statement.     
  
  Given this refund, we consider this complaint to be closed.  
  
  Rex MD

  Customer Answer

  Date: 09/28/2022

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

• Initial Complaint

  Date:08/03/2022

  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.

  On August 1, 2022, I attempted to make an order for my spouse, *******. He asked for my assistance with tbe online process and ordering.I entered his information as the patient, and my information for the shipping since the ** box is solely in my name. Upon completion of the charge and order, it asked for his ID and a photo of himself. But the system put my name instead of his even though I entered his name.I requested for the order to be cancelled because I needed to redo the order in his name.They canceled the order, but are now refusing to give me back my money even though I received no producr or prescription. They stated that it can only be refunded if rejected by the physician. This would have been rejected because females are not allowed, by law to receive prescriptions for male enhancement or ** drugs per law and the FDA.Not only was I charged $60 for a product I did not receive, they also charged me for an additional amounr for which was never made clear totalling $120.87, for no services received at all. I want my money back.Order # *******

  Business Response

  Date: 08/17/2022

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***********************, attempted to order a Rex MD product on August 1, 2022, on behalf of her husband.  ****************** apparently entered her husbands photo identification, but the product was ordered in ******************** name.  ****************** eventually called to cancel the order, but she had already been charged for it.  
  
  We have tried to contact ****************** to learn if she would want to put the order in her husbands name but have been unable to reach her.  Accordingly, as a courtesy, we are refunding the full price of ******************** order.  It may take up to 10 days for the refund to appear in ******************** credit card account.  
  
  If ****************** would like to reach us to place an order in her husbands name, she should call ************ and reference this response.  Otherwise, given this refund, we consider this complaint to be closed.
  
  Rex MD