Stairway to Heaven

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[redacted] ,I am very sorry for the confusion over our processingHealthWarehouse will never place an order with a patients prior authorizationUnfortunately, the prescriptions we receive are often for products that the patient does not want, for name brand products which are much more expensive, or for incorrect quantities and dosagesAs advertised on our website and by our representatives, it is the patients responsibility to order their medication.In addition, we are prohibited from accepting any prescription medication backThis means we cannot accept a return on a prescription medicationIf we were to fill as the MD prescribed with customer approval, and the customer did not want it and/or could not afford it, then there is nothing that we could do to correct the issueThis is another reason why we will never place an order without patient authorization.That being said, we do offer an Automatic ReorderIt appears though, that when you placed your first few orders with us, you opted not to take advantage of our AutoReorder option If you are on automatic reorder, then you are authorizing us to fill the same product on a specific recurring schedule.I do see that once your order was place, it was shipped out within our processing timeThe order was placed for the product you had gotten every other time you ordered with usBut as you state, it was supposed to be for a new productThis was correct and shipped one time.We completely understand the needs of our patients, and this is exactly why we ask them to take control of their orderingThis allows you to get your medication when you need it, and at a price that you are agreeing to.I will personally pull the call logs for you and review your conversations with our staffRegardless of any issues on an order, you should be treated with the utmost respect, and your order should have been processed with urgency.I did check with one of the representatives you spoke with, and verified that they upgraded your shipment to Next Day Air services for freeThis was done manually (as the order was already in process), so the order will still reflect "Free Standard" as the shipping methodI will send you an email immediately confirming the correct tracking number and shipping method.If you would like to discuss any of this in more detail, please feel free to contact me directly at JD [redacted] @HealthWarehouse.com, or by phone at 1-800-748-ext ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I was contacted by Danielle from Health WareHouse in the Quality Assurance division; she was courteous and helpfulOne concern that I have as a customer is what are the ramifications of a complaint, if services are not provided correctly and I raise this to view, is the relationship between the business and me fractured?Danielle handled this complaint with such poise and understanding; I don't know if this would have occurred without the Revdex.com's assistanceI am very grateful for the Revdex.com and their continued support of consumers, in addition to businesses that treat their customers well Very Truly Yours, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] [redacted] of Health Warehouse spent some time following up on my complaint and reported her findings with great detail and I appreciate itUnfortunately she did not investigate or explain why Health Warehouse is having problems with losing prescriptions sent via faxMy doctor's office had confirmation that the prescriptions he faxed were transmitted properly to the Health Warehouse fax number providedYes, we checked the fax number several timesThere have been numerous complaints from other disgruntled customers for the same reason on several websites ie***, [redacted] , etc.***'s response indicates that Health Warehouse is looking for reasons to place blame on customers and doctors rather than investigating the same complaints they have been receiving over and overI urge Health Warehouse to look into why they are having so many problems losing prescriptions sent via fax and e-scribeThe proof is in the negative reviews by many customersI am not seeking any sort of compensation for my complaint, only that they correct the problems they are having, Regards, [redacted] ***

[I am willing to see what the comany has to offer At this time, I am not sure if it is resolved or not Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[redacted] ,I am incredibly sorry for the situation you were put throughThis was absolutely a mistake on our part and it will never happen againThat being said, you should have absolutely received an email of the cancellation and any other update on the orderWhen you did contact our team about the issue, they replaced the order and shipped it Next Day Air free of charge so that you would not be put through any further needless delaysOur Customer Relations Manager has reached out to you and left a message with her personal extension.If you have not yet, please give her a call at ###-###-#### (ext ***).Otherwise, it appears our team has also put an Internal Credit on your account so that your next order is 100% freeIt looks like you have taken advantage of the offer and currently have an order in processingI do want to mention that it is technically too soon to fill the order due to the 66% RegulationHowever, as soon as we can legally ship the order, it will be free of charge.This is absolutely not how we run our daily operations, and we never want any patient to go through this kind of treatmentWe hope that you will give us another chance to prove ourselves to youOur goal is to deliver a speedy, accurate, and affordable service, in addition to fantastic Customer Support

Dear Sir,I personally reached out, but perhaps I made an error with the numberIf this is the case, then I am very sorryWe absolutely want to discuss this with you and make sure everything is taken care of.Can you please email me directly at [redacted] @HealthWarehouse.com to confirm your contact information, alternatively, you can reach me at 1-800-748-ext ***.I will attempt the number on you account again within the next hour just to be sure it wasn't a mistake when dialing

Dear Sir,We will have someone contact you as soon as possible to discuss an appropriate solution.I am very sorry for the exhaustive delays, misinformation, and overall poor experienceThis is absolutely not how we intend to do business, and the necessary corrections are being taken to assure this does not happen again

[redacted] ,I want to first apologize for the service your received with your recent ordersI do see that both products have been filled for free and shipped Next Day Air via ***This was done yesterday when you spoke with our Customer Relations ManagerI am not sure if this complaint was done prior to the resolution, or after, but I can assure you that it has been taken care ofcording to the tracking information on the [redacted] package, everything is out for delivery right now (10/29/2015).Our Customer Support Supervisor was notified yesterday afternoon of the situation and is currently processing a Quality Assurance Investigation with our CQI (Committee for Quality Improvement)We do take these situations very seriously and will do everything in our power to assure this never happens again to any customerThis investigation can (and likely will) include work with our software engineers, as well as retraining and reprimand for all call center agents involved.Our CEO is not always available to take such a call, but that is where our Customer Support Supervisor steps inHe is the gentlemen that you left a voice message for and will contact you backHis name is [redacted] and he oversees all Customer Relations for our companyJust for your records, he can be reached by phone at [redacted] ***, or by email at [redacted] .You should still expect a call back from us, though it will likely be from the Customer Support Supervisor rather than our CEOIn the meantime, your order has already been fully refunded and the package should arrive today

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***,It looks like a little persuasion from you helped and my prescriptions are on their way! Please continue to fight for people who need an extra voice.Thanks so much.*** *** Yes, it doesI received the prescriptions yesterday, after waiting weeks and I paid the dollars to get them here in days. Thanks,*** ***

Hey ***,I'm incredibly sorry for the situation we put you inNot only was your order delayed, but you couldn't get in touch with our support team which adds undue stress to the situationFirst, I do have good news in that your order shipped out yesterday(1/23)You can track your priority
package with the following number: ***You can expect the package to arrive within the next couple daysI wish I could upgrade the shipping to get it to you faster, but it is already in transitHowever, to show you at least some form of compensation, and to add a little to my apology, I am refunding your entire order.We truly care about our patients, and that's why I won't make any excuse for the kind of service you receivedI hope that you will give us another chance with your next fill, but if you choose to move to another pharmacy, I completely understand.Our team is making the necessary adjustments here to assure you, nor any other customer, have an experience like this againWe are increasing our staff size, investing in new pharmacy robotics and software, as well and improving our website so that you have the kind of experience that you deserveAll these changes take time to implement, but I want you to know that we take situations like this very seriously, and are investing everything we can into solidifying industry leading service at wonderfully low prices.If you need anything else at all, please feel free to email me at JD***@HealthWarehouse.com

I am truly sorry for all of the issues you've experiencedMy name is Justin D*** and I am a Director here at HealthWarehouse.comI will be reaching out to you directly regarding this situation, and understand that you may not be available by phoneTherefore I will reach out via emailJust in
case, you can contact me directly at JD***@HealthWarehouse.com.You can expect to hear from me within the next hours as I investigate the situation and come up with a resolution you can be satisfied with.Again, I am very very sorry and will do everything in my power to make this right

Dr***,My name is *** *** and I am the Director of customer relations for our companyOne of my managers notified me of the issues you've experienced, and I wanted to personally apologize for this.I have begun review of your order to assure it ships immediately, with Next Day Air via
UPSYou will be refunded the $shipping you have paid.In addition, I will give you a call once I have your package completed to confirm that it is out the doorI also want to gather some more information from you about your experience so that I can make the appropriate change with my team to prevent such a situation from happening again.Again, I am incredibly sorryThis is not only an example of poor customer service, but it is a failure by us in delivering proper medical care to our patientWe take these situations very seriouslyCustomer Service is immensely important to our company, as is patient care.To be safe, my contact information is:***
*** *** *** I should be in contact with you this afternoon, as soon as your order is in the hands of UPS

***,Your original order was placed on July 2nd as you statedUnfortunately, due to Federal Law, we were not legally permitted to fill this order at that timeThe order fell under the "RTS" or "Refill Too Soon" regulationRTS Laws are put in place by both the DEA, NABP, and each individual
State Boards of Pharmacy.On 7/at 6:PM (Eastern Standard), you emailed us the following:"Cancel this order! it's taking too long & I found a more reliable companyI can transfer my prescription to and pick it up the same dayYour turnaround time is horrible & you've been delaying my prescriptions for months nowYou don't deserve my business."Our staff immediately canceled the order as requested.On 8/1, you called us back stating that you did not want the order canceledUnfortunately, this means we had to rebuild the order and start back overOur team requested that the pharmacy put a rush on the orderHowever, as listed on our website and during checkout, we are experiencing longer processing times than normalBecause your order was cancelled and had to be started over, our team could only try to get it rushed through.It looks like, as of 7:am, your order has actually shippedThis means it is already in the hands of the delivery service and is on it's way.I am incredibly sorry for all the issues you experienced, but this all comes back to the Laws and Regulations that we must abide by as a pharmacyOnly the prescribing physician can ever authorize an early fill on a Controlled SubstanceIf the patient has increased how much they are taking, or have a unique situation that causes them to run low on medication, then they would need to contact their prescribing physician to find a resolution.If you do wish to discuss this any further, please feel free to reach out to me directly at J***I am the Director of Customer Relations as well as a nationally licensed pharmacy technician through PTCB and the Kentucky State Board

The company has finally corrected the order and I have received my medications. We can close the complaint. *** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*As stated in the original response, a member of management would promptly call me; I have not received any calls or other correspondents from this company
Regards,
*** ***

***, I'm very sorry for any delay on your orderThe order did ship out on 5/and is currently at the *** ** sort facilityTypically, this means the package will be delivered within about hoursI'm going to look further into this situation thoughWe need to see what caused the delay,
and find out why you were promptly responded to when emailing usYou should hear from me within the next couple hours

***,I first want to apologize for any issues you have had with our companyWe always encourage that you speak with us directly if you have any questions or concerns, and recommend that you request a manager if you ever feel that our representatives are not handling the situation as you see
fit.Your first order with us (***) was placed on our website on Friday, December 18thFrom the date the order was placed up until December 29th, our pharmacy sent multiple requests to the physician's office for a prescriptionOn Tuesday, December 29th, we received your mailed in prescription and processed the order with itAt this point, we are able to begin our quoted 1-business day processing time (as explained by our representatives as well as on our website during order placement)However, we immediately noticed that you were ordering for a larger quantity than the physician had prescribedIn an effort to fill your order and ship it quickly, we updated the order to fill as prescribedYour order was shipped on Thursday, December 31stOur pharmacy received the legally necessary documentation, and had your order shipped within Business Days.We receive all faxes electronically in an effort to prevent "lost paperwork"I have gone back and reviewed all faxes received during this time frame, and we have no record of receiving anything from you physician's officeIn addition to faxing, we also offer Electronic Prescribing via *** software, and verbal authorization at 1-800-748-The physician can speak to a pharmacist directly, or leave the prescription information on our secure prescriber line.Your second order (***) was placed on January 20th, and as you mention, did ship lateWe quote 1-business days processing on all ordersThis order took business daysBecause we were days outside of our processing time, our staff shipped your order Next Day Air for freeThat is normally a cost of $The order was shipped on January 27th, and delivered on January 28th. It is worth mentioning that you selected Free Standard Shipping for this orderAs detailed online, Free Shipping is a 2-business day quote from ***This means that you could receive the package (when adding together processing and shipping times), anywhere from 3-business days after we have received both your order and prescriptionWe recommend all customers to plan for the potential business daysIf your order had shipped in the 1-days, you still may not have received it until the first week of February (Business days later)This does not excuse the business day delay on our end, but I hope it reinforces the need to order well enough in advance.Your third order (***) was placed on February 11thThis order was for a larger quantity than what your physician's office had prescribedYou indicated the physician would send in a new prescription, and told our team that he was faxing the prescriptionI did a search through faxes received in January and February, and we have never received any fax from your physician's officeThankfully, you requested that they call in the prescriptionOn February 19th at 2:PM our pharmacy received a call from your physician's office providing a new prescription that authorized the larger quantity you were orderingThey spoke directly with one of our pharmacists, who accepted the verbal prescription.Unfortunately, this means we received the necessary prescription on a Friday, just a few hours before pharmacy operations were closed for the weekendThe order was processed, and shipped on February 24th.I completely understand your frustration with these kinds of issuesHowever, if we do not receive a valid prescription on time, then we have no way of processing any given orderWe would love to continue business with you, but highly recommend that you place any order up to days in advanceIn addition, we recommend that you have your physician's off call, or mail in a prescription well before you need to fill itIf you plan well enough ahead, then you can enjoy our great prices, free shipping, and do not have to worry about running out of necessary medicationAs you can see with your second order (which was delayed by us), we are more than willing to expedite a shipment if there is ever an error on our side.Please feel free to discuss this with our management directlyWe are more than willing to review the orders with you, and of course, hear your side of the storyI'm sure there is information that I do not have, that you could provideAlso, I hope you understand that I am not blaming you or the physician's office for any of these difficultiesI am simply trying to provide thorough information which details the processing of your orders and any delays involved