PillPack.com is the online home of PillPack, a website which describes themselves as a full service, online pharmacy which provides users with a better, simpler, and safer pharmaceutical experience.
How Does It Work?
PillPack.com says that their goal is to help people simplify what can sometimes be the complicated process of keeping track of their medications – when they need to be refilled, at what times and in what dosages they need to be taken, and in what combinations they can be safely taken.
Once you transfer your service to their company, your current medications will all be confirmed with your doctor, and your prescriptions will be sent directly to your door every two weeks, pre-sorted into sealed packages and labeled with the medications they contain, pictures identifying the pills, and the day and time you are supposed to take them.
Whenever it is time for your prescriptions to be refilled, PillPack will contact both your doctors and your insurance company until the prescription has been successfully refilled.
PillPack promises that they charge no extra costs outside of your traditional monthly co-pays, and they say there will never be any charges for shipping or for the access you have to their team of pharmacists for questions and assistance.
The website does not mention any Refund Policy, because they do not charge any fees for their services and pharmaceuticals are non-refundable items, since there is too much danger of tampering with such an important product.
Customer Service Contact Info
Customers who would like to contact Customer Service with any questions, concerns, or complaints can do so by phone at 855-745-5725 or by email at [email protected]
This service seems very well liked and well regarded by various publications and third party reviewers, though it may not yet be available in every state in the US – interested customers may need to check on whether or not this service has reached their place of residence yet.
Competitors and Alternatives?
While most drugstores like Walgreens and CVS and big box stores like CostCo and Sam’s Club all have traditional pharmaceutical counters and offerings, this new service seems fairly unique for their specific offerings.
If you have any experience with this company or their products, please leave your PillPack reviews below.
15 ‘PillPack’ Reviews
The idea behind Pill Pack is too good to be true--and it definitely is NOT true. I am a caregiver for two family members with complicated medicine regimens and I called to check it out. These phone reps would be great at car sales because they promise you the moon and then don't deliver. They assured me that it was free shipping, EXACTLY the same co-pays, and they provided this service to make the world a better place. What they did NOT tell me is that they are considered a "non-preferred" pharmacy by the insurance companies. Turns out, it costs a LOT MORE to use them than the mail-order pharmacies normally used.
I SPECIFICALLY told them NOT to send anything until all the prescriptions were gathered together because we had plenty of meds on hand. My thinking was that I wanted every pill needed at a certain time packaged together to make it easy for the patient. What they did, however, was go ahead and send what they could immediately WHEN I SPECIFICALLY TOLD THEM NOT TO. Doing it this way would leave multiple little packages that would confuse the patient and negate the convenience of the service.
Don't trust them on over-the-counter pills either. I had told them to use a probiotic ONCE a day. They sent TWO 250 mg pills TWICE a day. That would not have been good for an 85-year-old woman. Also, a two week supply of the probiotic they chose would have cost me $105.00. The costs of this service was quickly adding up.
It's been a month now and they are still trying to charge me for things, then when I spend hours complaining they say "It won't happen again." They've said that several times. I am having to get all new prescriptions from my doctor to transfer prescriptions back to the original mail-order pharmacy. It's been exhausting.
When I got the last Invoice, weeks after I cancelled the service, I asked them to remove my credit card number from their records so I wouldn't have to be watching for charges. They said they had to keep it for seven years! Guess I'll be watching over my shoulder for a long time.
The wife and I take a lot of medication and over the counter meds, but our prescriptions include, Ritalin, Vicodin, Xanax and they don't fill any controlled medications so what's the point? so I would get it and only half of our prescriptions filled in a pack and I still would have to go to a regular pharmacy to get the rest filled when this is suppose to eliminate the need to go to the pharmacy and not have to deal with lines, rude people etc; so you have not eliminated anything so what really is the point of paying for only half of your meds here?? I don't see any point whatsoever!! I would give 0 stars but you can't!!
Terrible service - they deleted my prescriptions from their database, causing me to run out of a prescription that requires daily use. Yet I gave them another chance... only to have them still get my medications incorrect or to not have them provided in the same packets for the same time. My meds are simple, I take 5 pills a day - same time, same pills every day. And yet they could not get it right. I worked with them for 2 months and still not correct. The final straw was that they billed me incorrectly and when I said something, they told me I was wrong. I stood my ground and now they state that yes, I am correct, but they have not apologized or offered to fix it. They only said they updated the information in their system so it will not occur again. Ridiculous. Don't do it... the convenience would be great but its not worth all the hassle.
It's a great idea and if they ever work out the bugs and get the customer service worked out, it might be great, until then, it's more trouble and hassle than its worth.
If they don't get the information they need from the doctor or your insurance company, they just go ahead and ship pills and bill you as a cash patient. Prompting many phone calls with REALLY REALL long on-hold times.
The worst part about it, is that the promote themselves as a retail pharmacy (versus a mail-order pharmacy), so they will only ship a max of 30 day supplies. So, my insurance, like many, will deny the claims because they expect 90 days supplies from mail order pharmacies (which this mail order pharmacy says they are not). Silly.
Finally, their website is a design failure and is more confusing than helpful, prompting, you guessed, it more phone calls, and more long on-hold times.
Like I said, it's a great idea, but they are a long long way from getting it right. I have cancelled my shipments.
The service is good in concept, but the billing is very confusing. First my wife had a critical shipment missed a few times, and then when I tried to cancel, they kept charging me for $20 here and there saying it related to previous shipments. The support team was not very knowledgable and the customer certainly did not come first. It was only a small sum of money overall, but it is very frustrating that they would not take responsibility for something that they did not execute correctly. Be very cautious and stay on top of the billing.
I have been a client of Pillpack for several months now and at first it was the best thing since, well, sliced bread. Easy to do things online, medications always accurate and on time, billing always correct.... but that all is slipping away now - October 2015.
My last 2 shipments were lacking 2 critical medications. Upon contacting Pillpack (after a 25 minute hold for an online chat), I was told they didn't receive confirmation from the Doctor. I agreed to call the DOc and make sure he would respond - which he did. Next box shows up and guess what, still no medications.
I call Pillpack and tell them to HOLD my next shipment until they resolve the issue and if there is a problem to CALL ME FIRST. What do they do? They send it out again with no further contact.
Additionally, I just checked online and they billed me personally 3.5 times higher for a specific medication than the combined amount they billed for my co-pay and the insurance company paid 2 weeks ago! Their customer service rep said they have nothing to do with what the insurance company pays or not - but it is clear they are gouging me for 3.5 times the amount they received last month for the same medication!
If you plan to use Pillpack or are using Pillpack, CHECK EVERY BILL IMMEDIATELY so you do not get overcharged.
Their phone customer service people need more training and their billing people need to be more responsible.
Their rating went from A+ to D- with me.
Yes, I can verify everything said here.
Thanks for reading.
I am a distracted mom of two that needs to take 4.5 pills each day - and some of them are for depression. It's only once a day, but I was terrible about taking them. Part of the problem is I'd forget until it was time to run out the door to get my ADHD son to school on time. The two or three minutes it took each morning to open the two bottles, break a pill in half or find a previously broken one, dropping pills (I am not a morning person!), etc was just too time consuming....and then I'd give up and just not take them for a while. It has been a recurring cycle for years. I'd use one of those pill minder things but I'd get out of the habit of filling it or drop it and they'd all come spilling out.
Then, enter PillPack. I found them because an ad popped up on my Facebook. I was leery but it had great reviews on PCMag and other sites. I gave it a try. I am on my third box and I've only forgotten my pills one day. Each box is cute and I'm trying to think of something creative to do with them. The magic however is that the pills come in little baggies - everything I am supposed to take for that day. Even the half pills! The baggies are labeled with the date (and time) that I am supposed to take them. They tear off one by one. The empty torn bag is proof that I did remember to take them. On those late frazzled mornings, I tear one off and slip it in my pocket. The price is awesome - my copays are the same as before. My mom is on TriCare and her copays are actually less with PillPack! I would even be willing to pay more, it's that amazing. The convenience of the pill packs have basically helped my pills to do their work....the depression is held at bay. I am smiling again and so much less stressed.
One more point...on Tuesday I got an email from PillPack saying that my doctor insisted that I personally call in for my refills to the office. Pillpack normally will take care of this on their own but my doctor's office was being stubborn. I was rather frazzled because I only had one pillpack left! I called the Doctor and didn't get a call back. However, PillPack must have. My new box was on my porch the next afternoon and I never missed a dose. This took no additional action for me besides calling my doctor's office! They had paid the extra for over night shipping! When I've called, I've talked to the nicest people. They have awesome customer service.
I cannot stress enough how awesome these are!!!