About this time last year, I was ecstatic about sharing information regarding PillPack.
PillPack basically takes your medications and puts them in timed packets you can just rip off a roll and take with you easily. I was excited about this while traveling so that I didn't have to take up a carry-on with my pill bottles.
At first, they were great with getting things set up. I enjoyed the freedom of being able to just rip a packet and go in order to travel more easily, etc.
Everything was going alright - until I needed to get a refill.
It took two weeks for them to get on top of the situation and, in the meantime, I was not updated on what was going on. I tried to send my specialist's information several times, sometimes as a photo simply because I have mobility/typing issues at times. Five different people emailed me over five days. They had the nerve to think the photo version of my specialist's information was a prescription and told me they could not accept it.
I groaned on social media and someone fixed it. I was cautious, but kept using them.
Then, recently, the situation happened again.
This time, only one person emailed me but I never heard back from them. It's been like 2-3 weeks and I've now not received my allergy medication in the last shipment I got. It may not matter to them, but I'm choking on mucous over here.
I just transferred my scripts to a local pharmacy and will be picking them up this week and abandoning PillPack. The irony was, during the transfer process, it only took an hour to get a reply from the same person verifying the transfer and canceling my account... when it took FIVE DAYS to get a reply from someone about one of my medications.
The biggest issue seems to be the utilization of a generic firstname.lastname@example.org email address for EVERYONE. This, combined with no singular person handling someone's scripts, leads to mass confusion and disorganization.
They may be great for people who don't have multiple chronic illnesses and need scripts on time, but for those of us in that category? Stay away.
Since I'm at Target all the time anyway, I'll be utilizing the new CVS at the Target by our apartment. One of the things I'm already liking is that their app allows me to request refills, shows me which medications are currently filled for pick-up, and even allows me to control T's scripts (note to self: have T sign up for a CVS account).
Hasta la pasta for now, PillPack. I hope that, one day, you can get the customer service issue pulled together for your clients. Personally, I don't know that I'll feel comfortable trying your services ever again.