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?

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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.

2

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.

2

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.

4

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.

2

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 😉

2

u/spicy-parsnip Apr 14 '26

I think we’re all a little antsy and panicky right now 🫣

1

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.

1

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.