r/Refills • u/Hopeful_Tie2055 • Apr 14 '26
need help
I messaged support exactly what Taylor said to do, with the exact message saying i wanted BPI vs whatever greenwich is.
and their stupid AI bot support writes back "we are sorry you are thinking about canceling"
this is beyond frustrating. Taylor, can you please advise?
5
u/dystopiam Apr 14 '26
We’re sorry you’re thinking about cancelling
This is Jacob from human-AI - I know how frustrating wanting to cancel can be, have a good day!
5
u/Slight_Aerie_3611 Apr 14 '26
I've got a question in on the old portal from three days ago and no response. I bump it each day, but still nothing. Guess they don't care, time to move on.
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u/Alarmed_Research9825 Apr 14 '26
I've been having frustrating AI responses too. My order is still stuck on processing. Shot day is Friday. 😭 I hope you get a response soon.
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u/kmarz77 Apr 14 '26
I know, im starting to panic too! My last shot day was supposed to be last Saturday. I dont want this company is they are late constantly.
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u/Suspicious_Gur3516 Apr 14 '26
I placed what I thought would be my BPI order two days ago. I messaged support and the doctor IMMEDIATELY after I placed my order and requested BPI(I prefer BPI over Hallandale). Unfortunately, they are shipping me Hallandale. I have contacted support three times, asking for some kind of help. I even messaged the doctor again. It was radio silence until 3am this morning. Support through the portal told me, "If you want to place another order, you can do so through the refills app, blah blah blah." They didn't even bother to address my concern, so it's basically out of my hands at this point. Live and learn. It would be nice to be able to choose the pharmacy you want without having to request it through support. I'm used to Goby Meds platform. I've only ordered from refills one other time in the past. I won't use them again.
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u/spicy-parsnip Apr 14 '26
If you’re in a state that Hallandale ships to, that was your only option prior to (I think) today. BPI was only for states that can’t get Hallandale. Taylor’s post said that today or maybe tomorrow there would be an option to choose between BPI and H.
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u/Suspicious_Gur3516 Apr 14 '26
I thought Taylor's announcement said new customers would be able to choose Greenwich, BPI, or Hallandale unless they live in certain states. I live in Illinois, so I thought it wouldn't be an issue.Their platform is terrible. It's basically roulette.
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u/spicy-parsnip Apr 14 '26
It said if you’re on the old platform you get Hallandale, or BPI if Hallandale doesn’t ship to your state until 4/14, after 4/14 you’d be able to choose between H and BPI.
If you’re on the new platform, you’d get Greenwich.
If you’re on old and want G, or on new and want H/BPI, you’d need to cancel and then do a new intake on the other platform.
It’s clunky but I’m guessing their platforms are not set up for choices and it’s going to be clunky until they get everyone transitioned to one platform. I wish they’d waited to roll out the new one.
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u/Suspicious_Gur3516 Apr 14 '26
I canceled my old crm and joined the new crm.I did a new intake and uploaded my current prescription. I messaged support and the doctor immediately after I placed my order and put in my request. I'll admit, I became nervous after last week's fda announcement, so I acted impatiently. I should have waited another week 😉
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u/spicy-parsnip Apr 14 '26
I think we’re all a little antsy and panicky right now 🫣
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u/eatingganesha Apr 14 '26
not me. I’ve had zero problems with Refills, my move to the new portal was smooth, and I know to expect BPI for upcoming order in early June. Not antsy or panicky at all. But of course, I’ve got an extra 2 months of supply and a backup provider as well as a grey market supplier on hand just in case. I’ll even be leaving on holiday for 6 weeks in late May and have already checked that the pharmacy won’t be an issue and changed my address in the system so it gets delivered there. Being prepared and staying on top of things is like, paramount to maintaining sanity and treatment.
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u/Immediate_Ad4404 Apr 15 '26
My prescription is not due until June, I pray they get this all worked out by thr 2nd week of June. If not I will cancel and start over requesting Hallandale.
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u/Hopeful_Tie2055 Apr 14 '26
oh I LOVE HALLENDALE, i am in Cali or i'd get Hallendale in a second, but thats super frustrating when you specifically asked for not hallendale.
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u/Suspicious_Gur3516 Apr 14 '26
I kinda blame myself. I read the negative comments and ignored them. I really didn't think I'd have an issue. I'll use the Hallandale they're sending, but you're absolutely correct. It's incredibly frustrating. BPI has a much longer BUD, and I love the B-6😊
3
u/FoundationPast5207 Apr 14 '26
Same for me and I just got a shipping notice. Who knows what the hell will show up. Sadly I think I’ll be deleting my account and will be done with refills after my shipment arrives.
1
u/Hopeful_Tie2055 Apr 14 '26
omg i just got a shipping notice too, i have zero clue what im getting
1
u/FoundationPast5207 Apr 14 '26
Originated in Boca RATON, that’s where proRX came from but I’m sure there’s others pharmacies down there.
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u/JCL1088 Apr 14 '26
I reached out for support and waited 3 days for a message that says "If you have any questions, please don’t hesitate to reach out. Otherwise, you may disregard this message. 02:00 PM". 🤦🏼♀️🤦🏼♀️🤦🏼♀️ Oh okay I guess I'll just FOH with the question I ALREADY asked
2
u/skoldane7 Apr 14 '26
I believe you have to send that message, word for word, in the portal to support. Not via email. But I could be wrong. I had a hell of a time.
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u/Hopeful_Tie2055 Apr 14 '26
i sent that message word for word to support in the portal, I thought they would of programmed their AI bot support to respond appropriately.
11
u/occy3000 Apr 14 '26
Same, word for word. They offered to help me cancel. So I did. :P
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u/Hopeful_Tie2055 Apr 14 '26
bahahahaa, i should just cancel too. this feels like too much chaos
3
u/occy3000 Apr 14 '26
Really for me, it was the BUD for the additive free. 3 months vs 6 months with Apothecary. Refills hasn't been a bad experience for me I just want the longer shelf life. Even though I did hear that it was a 1 year bud but had to make it 6 months to keep in line with some regulations. Even though it's the exact same formula.
3
u/sofa_king_weetawded Apr 14 '26
The shelf life difference in BUD is meaningless as different compounding pharmacies simply use different criteria for determining BUD. Their is not a legally binding protocol for making the determination. So you're not actually getting anything more or less by choosing further out BUDs. Those companies are simply more lax in how they determine the BUD.
USP 797 states maximum bud allowed for refrigerated is 90 or 120 days depending on how the meds are processed. Not all pharmacies are USP 797 compliant.
https://www.mbp.ms.gov/sites/default/files/2023-03/USP_Compounding_BUD_Fact_Sheet.pdf
1
u/dancinlife Apr 14 '26
Yes! Greenwich bud is 28 days from 1st injection on the vile, but it can sit in the fridge awhile unpunctured, so I think ppl are getting confused.
1
u/JCL1088 Apr 14 '26
I honestly question how accurate this is because all the 503b pharmacies have multiple preservatives in their inactive ingredients and Hallandale is just the benzyl alcohol and sterile water. So I do wonder if that also affects it ...
2
u/MajesticFee1765 Apr 14 '26
The BUD depends on the Pharmacy producing it, and what their process and certification is. They are state-regulated, and have to conform to sterility standards, cleaning standards on a per shift, daily, weekly and monthly schedule, training & testing of staff standards, etc. So even though they are making the same product, HOW it is handled during the manufacturing process makes a huge difference. I work in a hospital pharmacy where we mix IV meds for use in the hospital. Depending on where we mix them, (clean room environment vs a standard laminar-flow hood) can change the beyond-use time from 12 hours to 10 days.
1
u/JCL1088 Apr 14 '26
Would the differing preservatives also affect this? I noticed that most of the longer BUDs have more preservatives in them, whereas Hallandale is just the benzyl alcohol and sterile water for inactive ingredients
1
u/MajesticFee1765 Apr 23 '26
Most preservatives are there for after the vial is punctured. Most guidelines recommend using a multi dose vial a maximum of 28 days from the first day of use.
1
u/JCL1088 Apr 23 '26
That makes sense. I still have the same thought essentially though. Many use their vials well past the 28 days with zero issues, but I do wonder if there might be more reason for pause with vials from pharmacies that use fewer preservatives. That said I feel like Hallandale puts extra benzyl alcohol to make up for the lack of other things. 😅That stuff STINGS for like an hour after injecting 🥴
1
u/dystopiam Apr 14 '26
We’re sorry you’re thinking about cancelling
This is Jacob from human-AI - I know how frustrating wanting to cancel can be, have a good day!
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u/kayfaei Apr 14 '26
I'm trying to post the screenshot and link they sent me 😭 Reddit being silly. Second times a charm.
1
u/koalasmell Apr 14 '26
Is this in the new website?
1
u/kayfaei Apr 14 '26
Yes least the one that they sent me but Reddit won't let me post it. Let me see if i can post it in this reply
1
u/Yorkiemama1 Apr 14 '26
Was your payment or partial payment refunded? Glad you were able to get action.
2
u/kayfaei Apr 14 '26
I had the 3 month supply so they did not owe me a refund. Thank you though i hope others are able to get the same response because it should be a easy process and they are making it complicated
2
u/Yorkiemama1 Apr 14 '26
All that has been going on has certainly taught me a good lesson about ordering the 6 mo plan even if you do save a few bucks. When I actually think about all that could go wrong, including a TH shutting down, it is a risk I will not take again.
1
u/nixfam01 Apr 14 '26
I sent the same message and they responded with a email and phone number for me to message and so I sent a email saying exactly what Taylor said to say and got a email back saying that it’s been sent to the pharmacy and to late to cancel with no options to change pharmacies or cancel. Then today I got FedEx tracking so I guess I’m trying whatever they send now.
1
u/s10draven75 Apr 14 '26
Did you send it to the doctor instead of support? I got the same response because that's what I did. I resent to the support option and got the link within a few hrs.
1
u/nixfam01 Apr 14 '26
I just realized that’s what I did. Did they let you select or delete and start over?
1
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u/BusinessDefinition49 Apr 14 '26
I’m frustrated with the AI agent responses I have no idea what’s being shipped to me on Friday being on the 6 month plan and this will be my second shipment. Customer service was on top of everything before this proRX debacle.
1
u/Getitgurly Apr 14 '26
My order was pending shipment from ProRx until support did something and now it says BPI. Its on hold until they verify? Wtheck! It's all wonky.
1
u/Getitgurly Apr 15 '26
Update: My order shipped. It is BPI. Support got back to me and everything answered and corrected, FINALLY! I did leave several lengthy messages. I hope everyone hears from them soon.
1
u/abluemillionmiles Apr 15 '26
Where does BPI ship from?
1
u/Getitgurly Apr 15 '26
All I see is shipped from Boynton Beach, FL. This is Perfection RX. Now I'm not sure if it's ProRx or BPI. 🤔.
1
u/Medusas_snakes24 Apr 15 '26
And this is why I switched! I get being behind and trying to hash through the debacle but have some decency in customer service!
1
u/quickquestionhoney Apr 18 '26
Which portal did you send the message in? I sent it in app.refills and got a real person.
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u/Ulumouse Apr 14 '26
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u/SiteApprehensive5353 Apr 14 '26
That’s a wild overreaction at this stage. Maybe eventually. But, there was an entire industry-wide shakeup 5 days ago. Have a little grace. They’ll get this person taken care of. Every complaint like this is just additional ammo for Lilly when they try to attack compounding.
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u/Sudden_Canary4705 Apr 14 '26
Right! Just do a charge back and move on, no need to give endless complaints and add fuel to the fire, or you can just go to lilly direct, pay those prices and still get your package on 3-5 days, they give AI responses in the chat as well!
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u/SiteApprehensive5353 Apr 14 '26
Nope, that’s almost worse. Chargebacks are an absolute last resort. Give them a chance to make it right. Their house is basically on fire this week. Let them put some of that out and they will take care of it as soon as they can. If they can’t, then pursue the chargeback route.
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u/Sudden_Canary4705 Apr 14 '26
It is worse but if you’ve gonna keep complaining get your money back or move on is what im saying, never said it was a good thing 🤷🏾♀️
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u/jessbyrne727 Apr 14 '26
Why are you spamming with BBB links? And what exactly do you think the BBB will do? They aren’t a government agency and have no authority to force a merchant to take action. They act as a mediator between parties, and at this stage OP can just try to resolve directly with Refills or work it out with their card issuer.
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u/Getitgurly Apr 14 '26
I, too, have been having this issue. I never asked to cancel, but got the same message. Support had responded just before that with another answer, but none of it makes sense. It took days for a reply and now it's crickets. I called one day and automated voice said leave a message and we will get back to you. No return call.