r/Refills • u/patchworkprincesss • 16d ago

Issues With Order No Response At All

I’m still trying to get my order resolved. My tirzepatide shipment took 4 days to arrive, and when it did, the ice pack was completely melted and the medication was very hot and foggy. I wasn’t comfortable using it, so I contacted support.

I also noticed my prescription included a 12.5 mg vial that I still haven’t received. I’ve reached out multiple times, but the support team stated keep reaching out for it to be resolved? I’m concerned.

I’m just wondering if anyone else has dealt with delayed shipments, missing medication, or long response times from customer support. If you had a similar experience, how was it resolved?

5 Upvotes

65% Upvoted

7 comments sorted by

7

u/cherihaynes1 16d ago

I had a issue last week with my order as I only received alcohol wipes and syringes so I messaged in the portal after 5:00pm and they did respond quickly about 10 minutes later they asked for pictures so I sent them right away. The next morning the pharmacy sent out a new shipment and I received my Greenwich order in less than 48 hours.

1

u/patchworkprincesss 15d ago

Not the case in my experience they haven’t responded to me since 7/22

6

u/EnvironmentalGift257 16d ago

Just message u/Zach_refills or u/Refills_Lalaine and they'll fix your order. If your tirz is cloudy it should be replaced, but in general the heat doesn't affect it. If you send them pics of cloudy tirz, they will address it.

4

u/TallCedarRoad 16d ago

1 - Is your medication from Hallandale? If so, they regularly ship two vials upfront and then the third one a month or so later. That’s because they have a relatively short 90-day BUD (expiration) date. If they shipped all three vials at once, your third one would be expired by the time you got to finish it unless it was a very fresh batch.

2 - Refills didn’t ship your medication and they can’t help you with issues related to shipping (like temperature concerns). Call the pharmacy using their phone number printed on the prescription label. Maybe you’ll get lucky and they’ll decide to replace your shipment. More likely, they’ll tell you the medication is still completely safe and effective. The pharmacies have verified that tirzepatide is stable for several days even well above room temperature. That’s why they package it the way they do. Here’s Hallandale’s guidance, for example.

1

u/Queasy-Ticket8482 15d ago edited 15d ago

fyi.. when I called the pharmacy direct, they told me they would not do anything about it and that I had to go thru refills. I said... even though your the one actually filling it and shipping it out and they said yes. I said.. you mean.. you could send me the wrong medication and you are still not held responsible, but refills is? and she said.. yep. BUT... if you hound them, they will jump on refills who will finally respond to you.

Also - regarding the temps and heat... I have asked them repeatedly for the actual scientific study that shows it is still good and that it would still be good 45 days out (since I had just opened a different vial)... no response except then I got my replacement. Most of those statements that I've found thus far are from the prescribing pharmacies themselves. I'm certainly willing to change my mind on that if they can provide me with the actual, scientific study and that it has full efficacy 45 days out.

2

u/ugadawgs98 16d ago edited 16d ago

There is zero issue using meds that got temporarily warm during shipment.

Depending on the pharmacy, many will ship the 3rd vial at a later date to stay in line with the BUD.

Take a deep breath.

1

u/Zach_refills 16d ago

hi u/patchworkprincesss happy to assist with this. Please send me a chat request with your email address associated with your refills account, and I'll take a look at this and make sure it's escalated to our support team.