Capsule Pharmacy 12+

We did have an issue where prescriptions were marked delivered when they had not been and it was a bit frustrating having to wait to get it resolved. I was really worried bc the meds were controlled substances and I knew it would be hard to get a new prescription for them. HOWEVER, I had a call from the pharmacist the next day, which was a Sunday and she was very apologetic and promised me she would contact my doctor and insurance to have the prescriptions transferred to Walgreens. There was no need because what looked like my neighbor dropped them off so they must have accidentally been delivered to the wrong house. That happens a lot with Uber eats and door dash so really it’s not that out of the realm of possibilities. I would only suggest making sure you give yourself a few days just in case there is an issue so you don’t go without your medication. These things can happen, I’ve often received packages that weren’t mine. Despite this little hiccup, I still rated them a 5 star because the issue was resolved within 24 hours and they included stickers in the bag which my 2 year old loved!!

This pharmacy was so amazing and we recommended them to anyone who would listen. But unfortunately, we’re telling people the opposite. The last order we made we had to wait for 2 days. My husband was without important meds until then because we couldn’t get the pharmacy changed any sooner than the supposed delivery time slot. It was supposed to be delivered no later than 3pm on Sunday. When 4:00pm rolled around and not even a message was sent, I had to call. The person told me that my order was forgotten at the pharmacy and the location is now closed so we won’t be able to do anything. They did nothing to try and make the delivery urgent or any easier for us. They said to either reschedule or come pick it up. We asked that if the issue wasn’t because we weren’t home, why can’t we be made a priority delivery for next day? They didn’t respond. They said someone would call me and help me out because none of the available delivery windows worked. It’s now Wednesday afternoon and I again had to be the one to reach out. They are having the same attitude and now that I’m asking that the prescription be transferred, they’re again not making it any easier on me. They want me to call the new pharmacy to have them call capsule to get it going. That’s about an hour+ of wait time! I’ve already sent them the phone number and address. We will never be using this service again and will tell everyone that will listen to never use them either.

I’ve been using Capsule for over a year now and on the whole I’m pretty pleased. In general it’s nicer than braving the pharmacy. I used to not mind pharmacies, but the lines have been getting worse and worse since the pandemic and I’m glad Capsule helps me avoid it. I also think the customer service is great - they have solid response times and knowledgeable people answering, and you can just text them. I also take a medication that is fairly rare and I really appreciate that they have it in stock. Now for the deductions: Deducting 1 star because Capsule used to be great at same day delivery (like as in if you used the app at 9am you could at least get a delivery that same day at 5pm or 7pm). That is no longer the case. For this to be a true pharmacy replacement I think it needs that. After all, I could get that with the real pharmacy. Second deduction is because, I kid you not, one of my recent deliveries had a pill in the canister that was not like the other ones. That kind of freaked me out. Fortunately it was obviously not my medication so I just tossed it, but it made me worry about their quality control.

Update: they added tipping in the app which to me is a downside. I thought the delivery was supposed to be free? If this is another tipping situation then it isn’t free. I’m just gonna go back to CVS.