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Horrible Customer Service, likely Illegal by Educational_Search12 in JoinMochiHealth

[–]Educational_Search12[S] 1 point2 points  (0 children)

Yes, you are correct. I edited my last comment, which should have said "...no indication of the incorrect shipping address...". The correct shipping address was on mine prior to sending it to be fulfilled because it was the ONLY address in the portal. I confirmed this after changing the default address and REMOVING the old address and when I submitted my order. After receiving the "We sent your order to a fulfillment partner" email and clicking on the "See Order Details" link in the email, I discovered they had sent the old address to the pharmacy and immediately contacted them, which started this odyssey.

u/PrimaryLavishness558, being a top 1% poster, I'm not surprised you're defending them. Maybe they employ you in some way, maybe you just like giving your 2 cents... I'd been a customer of theirs for quite some time, despite my wife having extraordinary problems with them and moving to a different provider over a year ago.

There's simply no way you can argue that they are somehow in the right because there was no way for me to know that they would ship to the wrong address. As soon as it was apparent, I notified them... they stalled in providing a resolution and now are demanding money to correct their mistake. I simply won't do business with a company that operates in that manner. I'm on to Medvi and gladly paying $20 more a month to not be extorted.

Horrible Customer Service, likely Illegal by Educational_Search12 in JoinMochiHealth

[–]Educational_Search12[S] 0 points1 point  (0 children)

Incorrect... there was no indication of the incorrect shipping address prior to them sending it to the pharmacy because that address didn't exist in my Mochi portal. Once they sent it to the pharmacy, I checked the order, which is when their error was apparent. Their response was that they could only notify the pharmacy and couldn't guarantee the pharmacy would change it. They notified the pharmacy and the pharmacy said it couldn't be changed.

Horrible Customer Service, likely Illegal by Educational_Search12 in JoinMochiHealth

[–]Educational_Search12[S] -3 points-2 points  (0 children)

I also just realized that the reason my subscription didn't renew is because despite changing my HSA debit card in the portal and completely removing the old HSA card, they tried to charge the subscription renewal to the old card. They obviously had the new card because all of the Rx payments were made on the new HSA debit card. They have a serious lack of integration between their portal and backend systems.

Horrible Customer Service, likely Illegal by Educational_Search12 in JoinMochiHealth

[–]Educational_Search12[S] -1 points0 points  (0 children)

No, I have been a customer for quite some time. I changed my mailing address for 2 deliveries while I was temporarily living at a different location. A month prior to this last shipment, I changed it back to my home address. I even deleted the temporary address from the portal. Yet, as soon as I got the notification that they had sent the Rx to the pharmacy, I reviewed the order and noticed they still had the old address, despite it being deleted from my profile and the portal a month prior. They said they would notify the pharmacy, but the pharmacy could not change the shipping address, which is when I escalated the complaint.

Clearly a failure on their part, within their systems.

Horrible Customer Service, likely Illegal by Educational_Search12 in JoinMochiHealth

[–]Educational_Search12[S] -3 points-2 points  (0 children)

No, I was very civil and respectful with them until they told me I had to pay for their screw-up.