Capsule Avis 

Someone from Capsule called me to confirm my order of 3 meds instead of 2. I confirmed 3 medications. They delivered 2. The delivery times are a bit inconvenient also. They are not every hour like you see in the commercial.
I messaged them about the missing medication. No response. Consequently I had to order from my other pharmacy and refill it. It became a waste of time.
A month later, they now have refilled 2 of my prescriptions without my approval. They didn't do the 3rd one. They didn't even notify me the prescriptions were ready. The medications have been sitting there for a week. I called my pharmacy. They had to call Capsule to cancel the orders.

CAPSULE PEOPLE - WHAT ARE YOU DOING?

No response. Poor execution all the way around.

Just another tech company with "glitches" that affect performance - Like not being able to actually deliver the prescribed medication when promised. Difference here is when they screw up the cost is not a missed burrito for dinner, but an actual negative impact to your health!! Good luck trying to reach someone - they're "closed". Let's leave the important stuff, like delivering medications that impact people's health, to real companies that do this for a living. Would give zero stars if I could.

Horrible service, stay away

I received a text when I arrived for a doctor's apointment telling me I have to opt OUT of having my pharmacy changed to "Capsule". If you don't do that in time, you get a second message telling you that your pharmacy has been updated. Shoddy business practices to have to opt out of something I didn't ask for, nor want, to begin with.

Keep confirming and then canceling my orders last minute (1 hour before scheduled delivery) due to drug is out of stock. They reschedule delivery and cancel again last minute. I'm out of my medication and could have gone somewhere else if they would just communicate. They also implemented a sneaky Tip policy and adding an $5.00 automatically to the payment.

It's just uber for pharmacies, so you're paying over the odds for the prescriptions from local pharmacies that you probably wouldn't bother with otherwise.

I used to love capsule and would recommend it to everyone I knew, BUT NO MORE!

Here are the last three things they did to mess up my last three orders.

1. I needed a medication refill for an upcoming trip. I schedule the delivery a week in advance of my trip because I knew capsule had slowed down a bit recently. Who knew even a week wouldn’t be enough time + I never got the medication. Capsule allowed me to place an order for two days later. Hours before my delivery is supposed to come, they cancel and say they don’t have the medication in stock?? I ask when they will have it and they say they have no clue. Frustrated, I ask for them to transfer it to another pharmacy. I transfer it to a cvs and they say I now have to pay the out of pocket price because capsule already ran my insurance for it and since it’s a controlled substance it can only be filed for insurance every 30 days. So not only did I not get the medication before my trip, I’m still waiting on it since it costs so much without insurance.

2. I have another trip coming up and it requires malaria medication. My doctor sent the prescription and then my travel dates changed which meant I needed more medication. I asked capsule what I should do. 1) ask my doctor for a new prescription or 2) place the first order for 16 pills and then the second for 2 pills. Stunningly they said option 2 and stood by it despite my questioning. I ordered the 16 pills and then went to order the 2. Of course it wouldn’t allow them to be delivered at the same time but even worse, they charged me $15 for the extra two pills??? And the 16 pills were only $20. Unimaginably frustrating. I will concede that they apologized and offered me a half price override, but I still paid a markup for their mistake.

3. I placed an order for antibiotics (which you need to take soon after being prescribed). Luckily, there was a rare same day delivery window. When the delivery window came, I checked the app. They RESCHEDULED my delivery for 24 hours later without notice?? I messaged them and they said the medication was out of stock so they moved it to the next available delivery window, and refused to make an exception to deliver it in the earlier window. If I had known this would happen, I would have gone to pick it up. But of course I don’t learn about it until they have closed and it’s no longer possible to pick it up (at 5 pm I might add).

If you’ve read this far thanks for listening, and I’m sorry you’ve stumbled upon what has become the worst pharmacy. Fool me once, shame on you; fool me twice, shame on me. Fool me three times…✌🏾

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.

Selected delivery window two days in advance. Capsule was still unable to deliver my necessary medications. Waited all morning, no delivery, no justifiable excuse. Capsule was unwilling to do anything for me to make up for the inconvenience. All Capsule told me was I had to reschedule, and wait again. No accountability. Closing my account

Capsule is an excellent modern pharmacy solution. The delivery is always fast and reliable. Staff is above and beyond helpful and friendly. I recommend them to my patients and use them myself. Love using the app, the support chat saves so much time!

These people should be shut down. Neither the app nor the website work. Expect me to wait all day for my antibiotic and Don’t answer their chats, support opens late and cannot get their prescriptions out for 8 hours!

I usually do not leave complaints on public forums, but I feel compelled to warn others about serious problems with this pharmacy that may effect your health. If you are on maintenance medication, this pharmacy will not consistently honor your prescriptions or reliably make deliveries in a timely manner. This can leave the customer impaired or result in hospitalization. In my opinion, the worst part is their outstandingly polite customer service. They have been so sweet on the phone every single month when there are week long delays (among a myriad other problems like incorrect prescription information on their website, deliveries they claim to have made but never did). Their packaging advertisement even states "we care" and "hello dear" - this comes off as an obvious marketing ploy if you are actively hurting people. They will admit to their error, but then tell your insurance company you lost your pills so they'll cover a new batch or blame your doctor for not providing the right information. I'm a customer of more than three years, so the first few times I suffered through it and moved on, but now I'm on the phone with them every single month since November 2022. It may be convenient to receive your medication by delivery and schedule online, but at what cost? I've sadly decided to leave - their amazing reps and marketing has kept me for long enough.

I have been getting medications from this company for several months with no problems. Last week I could not get into my account. Called them and was told they were having an issue wiht my account, so they took my order over the phone. Set the delivery for the next day. Never showed up. 2 hours later got a text saying that they were still having computer issues with my account. Delivery was rescheduled for the following day-Agian, no show. When I called, told that my account had been deactivated (no explaination as to why) and they did have it fixed, Scheduled third delivery. Again todya , no show-no communication! I called 1 hour after the delivery window closed and was told "Your order is in limbo for some reason. It will not be coming today either. Do you want to reschedule?" After 3 no shows and 2 no respnses to texts-NO! Told them to cancel my order, refund my card and I would have my meds transferred elsewhere.

It was great before they expanded outside of NYC. I have used Capsule for a number of years. They use to have amazing communication but all of that is a thing of the past. The customer service has declined they do not communicate with you until after your delivery time to tell you that they are unable to deliver today if they even communicate anything with you. They have zero professionalism with regard to getting medication to you in a timely fashion and zero care for your health. While they are a pharmacy they are massively a logistics company. They can't deliver which makes them useless recently.

Capsul is good for long term meds but is not the place to get immediate needed prescriptions.
The attitude of the Atlanta (peachtree st) staff when you pick up meds vs. having delivered is very poor. They treat customers as an interference. CVS people treat you with respect

DO NOT USE THIS COMPANY ANYMORE. ISSUES WITH LOGISTICS, HORRIBLE TIME WAIT WITH COSTUMER SERVICE WHEN THEY OFTEN JUST DON'T WANT TO HELP AND ARE RUDE, AN APP THAT SEEMS TO HAVE BEEN BUILD BY KIDS AS IT NEVER WORKS AND A CHAT ROOM THAT RESPONDS THREE DAYS LATER. SAVE YOURSELF SOMETIME AND GO SOMEWHERE ELSE.

Horrible! Pure customer service!

They used to be great. Their level of ethics and responsibility are no longer existent. They are evasive, non responsive and irresponsible. I had surgery in August, ordered meds 3 days ahead of time and they were never delivered nor did I get a response regarding the same. I am going through a facial palsy caused by cranial nerve damage and severe head pain for 3 days and my medication is still not delivered! No response on the phone you will hold for ever no response to text seconds after they text me last minute that my order is not being delivered. They redirect you to chat with an expert on an app that no one monitors. In fact, I sent a message on August 1 which is still sitting there unanswered let alone the 4 messages I sent last night A glitch in the system and sorry for your inconvenience are not acceptable particularly after 3 messages stating that my order is on the way! There is no glitch there is just no one paying attention! I finally heard from Rosa who is ensuring my order gets delivered today. So you see Rosa was actually wanting to do her job and responded quickly even following up with a phone call. Everyone there needs to be more like Rosa. However important to mention that because this cannot and should not be happening folks need to stick to a pharmacy where they can pick up their meds on time and when they are needed not 2-3 days after an illness. I am no longer confident in neither recommending nor further utilizing capsule services. It was great while it lasted, unfortunately the level of responsiveness was short lived with this company. I noticed everything began to go down hill with this company when they changed locations.

They accepted my order and then texted me to sayt medication was out of stock and changed the delivery time. The next day I waited for the delivery and contacted them to inquire about the status. According to them, the meds didn’t arrive and I needed to wait until Monday. They claimed there was a shortage of the medicine. The customer service rep I spoke to was super rude. I told her that I’d like to transfer my prescription to another pharmacy and she told me to have them call over to transfer. I contacted Costco and the pharmacist tried calling several times for an hour and Capsule never answered. I filed a complaint with the State regulators over pharmacies.

Capsule used to be easy and a pleasure to use. It was friendly, efficient & convenient. Now it's a disaster. You're stuck on hold on the phone for over an hour. You send a chat message, and you wait over an hour for a reply. Then, some of the time, they give you the wrong information. What a mess. So disappointing.