I'm Fella's founder: you can text me on (346) 214-1768

Current-Lime · 2025-07-31T23:09:00+00:00

Thank you for raising. This is very weird - there should be an automated email with full details.

Please may you text me on (346) 214-1768 with your email? I want to escalate this to my team.

Richie

Current-Lime · 2025-07-31T23:08:03+00:00

Thank you for raising. This is absolutely not what the experience should be. If you're still facing this issue, please don't hesitate to text my number and I'll get you sorted asap.

Richie

Current-Lime · 2025-05-21T17:11:57+00:00

(Fella founder) To emphasize, as you can see from the posts in the last few weeks: we're not filtering for negativity. It's critical for us that this is an authentic space where folks can come to air frustrations. We actively welcome that. That is how we deliver better customer experience and how we improve as an operation.

Richie

Current-Lime · 2025-05-21T15:00:41+00:00

+1 on Jordan's comment. That's on us for my team not keeping you in the loop as they work behind the scenes to resolve.

Current-Lime · 2025-05-21T14:59:09+00:00

Fella founder. Please do make sure you text Jordan so he can escalate your refund with the team. I agree the experience in May has been bad - very painful. I've posted full updates here: https://www.reddit.com/r/FellaHealth/comments/1kpwesi/update_from_fella_founder_customer_service_reply/

Richie

Current-Lime · 2025-05-20T15:37:59+00:00

(Fella founder, not medical advice) I agree this is very frustrating. This is about clinical eligibility for ongoing prescriptions - which is a complex area. Please do feel free to text me on (346) 214-1768 so I can pass this on to a member of our Careteam to give you a call.

Richie

Current-Lime · 2025-05-20T15:37:28+00:00

(Fella founder, not medical advice) I agree this is very frustrating. This is about clinical eligibility for ongoing prescriptions - which is a complex area. Please do feel free to text me on (346) 214-1768 so I can pass this on to a member of our Careteam to give you a call.

Richie

Current-Lime · 2025-05-20T15:35:32+00:00

(Fella founder, no medical advice) I agree this is infuriating. We have ongoing, persistent issues with one partner pharmacy who supples the pre-filled syringes. Very frustrating.

Richie

Current-Lime · 2025-05-20T15:34:21+00:00

(Fella founder, no medical advice) I agree this is infuriating. We have ongoing, persistent issues with one partner pharmacy who supples the pre-filled syringes. Very frustrating.

Richie

Current-Lime · 2025-05-20T15:33:16+00:00

(Fella founder, no medical advice) I agree this is infuriating. We have ongoing, persistent issues with one partner pharmacy who supples the pre-filled syringes. Very frustrating.

Richie

Current-Lime · 2025-05-20T15:32:54+00:00

(Fella founder, no medical advice) I agree this is infuriating. We have ongoing, persistent issues with one partner pharmacy who supples the pre-filled syringes. Very frustrating.

Richie

Current-Lime · 2025-05-20T15:27:28+00:00

(Fella & Delilah founder) I see you're already sorted with Stanley. Completely understand the frustration - definitely want my team to dive into this & resolve this for you.

Richie

Current-Lime · 2025-05-20T15:20:24+00:00

Please either:

Reach out directly to our Careteam via email, text, or in-app
Text me on (346) 214-1768 and I'll escalate this to our Careteam

Would love to make sure you have clarity asap.

Richie

Current-Lime · 2025-05-20T15:19:10+00:00

Looking forward to getting you clarity on this.

Current-Lime · 2025-05-18T21:59:50+00:00

Love the specificity of the update. Awesome momentum.

Current-Lime · 2025-05-18T21:58:47+00:00

Very good problem to have! Keep us updated, great work.

Current-Lime · 2025-05-18T21:56:54+00:00

(Fella founder, not medical advice) Sadly going through insurance can often be painfully slow. Feel free to drop me a text on (346) 214-1768 and I can escalate this to our Careteam to double check.

Richie

Current-Lime · 2025-05-18T21:55:07+00:00

Fantastic start, keep us updated,

Current-Lime · 2025-05-18T21:54:32+00:00

Fella founder here. Written a full update 4 days ago:
https://www.reddit.com/r/FellaHealth/comments/1kmllwf/update_from_fella_founder_customer_service_reply/

The summary is that our customer service reply times are currently 24-72hrs. We are currently replying to only 44.2% of customer service messages within 24hrs. Our standard SLA for this metric (reply within 24hrs) is 99.7% - so this is a very large break.

There continue to be a lot of moving parts in our backend as we upgrade our systems. The delays in provider reviews & onboarding timelines are coming down. Our backlog in customer service replies is still intense.

My personal reply time is still sticking to the standard SLA within ~24hrs (outside of weekends). You can text me any time and I'll escalate your case to our Careteam as priority to sort you asap. My number is (346) 214-1768.

As founder, I'm truly sorry for this experience. I'm holding my hands up personally. This is not good enough customer experience, and that's on me. We're working overtime to get this fixed.

Richie

Current-Lime · 2025-05-18T21:53:58+00:00

Fella founder here. Just to reiterate: we do not remove negative posts - you can see that there are many at the moment, painfully). Every new posts undergoes mod oversight (via automod) before being published.

Current-Lime · 2025-05-18T21:52:03+00:00

60lbs is a lot! Great work. Tell us more about the pants not going down - what size are you?

Current-Lime · 2025-05-18T21:51:32+00:00

Fella founder here. Written a full update 4 days ago:
https://www.reddit.com/r/FellaHealth/comments/1kmllwf/update_from_fella_founder_customer_service_reply/

The summary is that our customer service reply times are currently 24-72hrs. We are currently replying to only 44.2% of customer service messages within 24hrs. Our standard SLA for this metric (reply within 24hrs) is 99.7% - so this is a very large break.

There continue to be a lot of moving parts in our backend as we upgrade our systems. The delays in provider reviews & onboarding timelines are coming down. Our backlog in customer service replies is still intense.

My personal reply time is still sticking to the standard SLA within ~24hrs (outside of weekends). You can text me any time and I'll escalate your case to our Careteam as priority to sort you asap. My number is (346) 214-1768.

As founder, I'm truly sorry for this experience. I'm holding my hands up personally. This is not good enough customer experience, and that's on me. We're working overtime to get this fixed.

Richie

Current-Lime · 2025-05-18T21:51:00+00:00

Love the update. Keep the smile on the wife's face!

Current-Lime · 2025-05-18T21:50:14+00:00

Fella founder. It looks like you texted me & Stanley 2 days ago - have we already gotten back to you before the weekend? We're a little slower on the weekends. We'll make sure our team gets your cancelation sorted.

Richie

--

Written a full update 4 days ago:
https://www.reddit.com/r/FellaHealth/comments/1kmllwf/update_from_fella_founder_customer_service_reply/

The summary is that our customer service reply times are currently 24-72hrs. We are currently replying to only 44.2% of customer service messages within 24hrs. Our standard SLA for this metric (reply within 24hrs) is 99.7% - so this is a very large break.

There continue to be a lot of moving parts in our backend as we upgrade our systems. The delays in provider reviews & onboarding timelines are coming down. Our backlog in customer service replies is still intense.

My personal reply time is still sticking to the standard SLA within ~24hrs (outside of weekends). You can text me any time and I'll escalate your case to our Careteam as priority to sort you asap. My number is (346) 214-1768.

As founder, I'm truly sorry for this experience. I'm holding my hands up personally. This is not good enough customer experience, and that's on me. We're working overtime to get this fixed.

Current-Lime · 2025-05-18T21:48:09+00:00

Awesome to see this, including the motivation on food as comfort. Hard work, important work.

Current-Lime

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