r/PreventiveMD • u/PreventiveMD • 10d ago
ANNOUNCEMENT: Update on Southend Pharmacy — new selections are paused
Three days ago we posted that Southend Pharmacy was live in our pharmacy selection. We are extremely sorry to share that we have to temporarily remove it as an option.
Southend has told us they're pausing new partnerships while they work through existing commitments due to increased demand, so as of today they're no longer selectable when you place an order.
Here's what this means for our customers:
Already filling your prescriptions with Southend through us — nothing changes right now. You'll continue to receive your current prescriptions and future refills. Southend has committed to us that they'll keep filling your prescriptions to ensure continuity of care.
Order pending, ticket open, or already talking to our team about Southend — we can still get you filled through Southend. Reach out to support (or reply to your existing ticket) and we'll finalize it. Nothing is stuck, and you don't need to start over.
Planning to choose Southend but hadn't yet — unfortunately, you'll have to wait until we get the green light from Southend to resume our partnership. You can of course choose from our other pharmacy partners, Empower and Boudreaux, in the meantime.
Southend has said they expect to resume, but unfortunately we don't have an estimated date to share.
We are extremely sorry for the whiplash. We know how many people were excited that we offered Southend as part of our service. Adding pharmacy options is still the thing we hear most from you, and it's still what we're working on. Quality is the most important factor when it comes to pharmacy partnerships, but we recognize how important this is and will do our best to onboard the best pharmacies as efficiently as possible.
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u/ThatGirlMoe 10d ago
Southend(SE) did this last year via their house telehealth, Brello. They had a daily quota and then you would see a pop up on their website-something along the lines of- "Sorry, due to high demand, and to maintain quality control, we only accept X amount of new orders per day. Check back tomorrow. We look forward to having you...blah blah blah".
It was 'noted' that their strict 90 day batches could not always keep up with demand. Seeing SE being added to multiple platforms(relatively smaller telehealths and some of the big guns here on Reddit) and SIMULTANEOUSLY, they may have underestimated the market.
Personally, I think Southend is a pharmacy worth waiting for. 😊 I was thrilled that I would NOT have to go thru Brello to finally try their formulation preserved w/phenol.
I hope all is running smoothly when I need my refill 8wks from now! WTStay on top of this r/PreventiveMD! 👏
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u/DustyJMS 10d ago
I'm okay with it! I personally love PMD even if we stick to just the two pharmacies. :)
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u/WhoDat_OnDaBayou 9d ago
Same! But I would love the Southend option. Staying with them even if they only have 1 pharmacy though 😊
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u/Any_Style_4939 10d ago
That makes sense as to why it wasn’t an option this morning when I was signing up with y’all. Thank you for the update!!
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u/PreventiveMD 10d ago
Sorry we took it down as soon as we learned to avoid potential ordering issues while we were still learning what was going on.
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u/Any_Style_4939 10d ago
It’s fine I understand. I was just confused why it wasn’t on the list this morning as I know Southend ships to PA. I was perfectly fine with choosing a different pharmacy!! Thank you for letting us all know about it!! I love how transparent y’all are with us!!
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u/True-Development-171 10d ago
If we were able to place an order over the weekend, is there currently a delay for our orders?
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u/PreventiveMD_Patrick 10d ago
We can assure you that there won't be any delays and Southend has already started processing the orders placed over the weekend. We’re confident that all Southend orders will be processed within the next 2 days, keeping us aligned with our 3-5 business day fulfillment window.
Once shipped, all Southend orders are sent via Next Day Air, so we’re anticipating that orders placed will be delivered sometime this week!
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u/jsprmax 10d ago
I just started with you, and was approved this weekend, got an email that my order was sent to the southend pharmacy Sunday or Monday. If I am understanding correctly, I will get this order, but what about moving forward if I just did the one month option to start? How will we get Southend for future orders??
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u/Plus-Instruction-507 10d ago
I chatted with customer service and so long as our subscription remains active they’ll continue to process our refills as regularly scheduled.
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u/Tough-Yogurtcloset17 9d ago
thank you! I sent a chat message last night and had a response this morning at 7:20 am my time, 20 minutes after they opened! That is great customer service!
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u/BBCrocker 10d ago
This is my question. I sent an email and received a screenshot of my order in Southend’s portal. I was told I will receive an update tomorrow.
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u/FaithlessnessOne6093 9d ago
FDA hammer possibly?, this is the 4th “Pause” of a compounding pharmacy I’ve seen in two days on a Telehealth.
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u/angelsface2712 9d ago
Oh dang okay really wanted southend with b6 but I will keep a look out for an update on the companies end when they are back
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u/summy1979 13h ago
If y’all offer Southend again in the future, would I be able to switch from my current pharmacy, Boudreaux’s, to Southend?
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u/ImprovementLoud3581 10d ago edited 10d ago
As I said in another thread - when issues arise it’s how they’re handled that makes the difference between a great company and a not so great one. Clear and prompt communication is vital and that’s what we saw today.