MISTR Avis 

The whole process was easygoing and simple, easier than I thought and the video call was short, (verified i had no allergies), the pills arrived 3 days later. Thanks for not making this experience traumatizing. Will recommend.

Having your prescriptions mailed to you is nice. However, Mistr has a long way to go in terms of their communication, or lack thereof. In my experience, it’s a fairly safe bet that you will likely have a lapse in your prescriptions. If you aren’t extremely diligent, it’s almost a guarantee. Mistr fails when it comes to renewing prescriptions ahead of time and communicating to you that something is needed. Even when you provide the requested information, things may get missed, and you end up in this cyclicle chat conversation with the support team in which you have to provide the same information over and over. It’s like they never read any of your prior replies and you’re starting over from scratch with each chat message. This wastes so much time without coming to any real solutions. Needless to say it’s very frustrating! I could go on, but I think I e said enough.

I was wrong to free wearing the normal swimwear (swim trunks for guys) NOT pay to buy the swim briefs is made the royal blue.

Customer service sucks!!!! Rude!!!

Easy, efficient, highly reliable medication service helps me stay on my prescriptions without interruption. Super grateful Mistr exists.

I have been using Mitr for about 5 months now. It has been a really bad exerience that has caused a lot of anxiety and stress. They are not reliable and frankly I don't think they care or are even trying very hard to pay attention. The make a massive amount of money because of government subsidies and grants. Those are extremely necessary and I am not knocking that, but it means that the employees at Mistr have no real incentive for customer support. Most of the people utilizing Mistr don't pay them, so what do they care if the person needs help. I think they treat patients like the patients need Mistr more than Mistr needs the patients. Probably true to an extent.

For my last couple of orders I was sent multiple, 4 different notifications saying my shipment was confirmed and would be sent. I got several texts asking if my address was current and it was being sent. It never was. I would go back after getting a notice that said you'll be able to track your meds after two days. On the third day I reached out and asked if it was coming. I was told it was. Then it didn't. It was like that for weeks. I was only following up on what Mistr told me, but by the third time, all they said is "You can call the pharmacy "and gave me a number. That is not the kind of service expressed on Mistr's site. They call it a seamless process. It is not. I then moved and my insurance changed. Eventually it got so bad trying to use Mistr that I had to reach out to Gilead myself and sort out what Mistr said it did, but did not. Then when I reached back out and basically said, don't worry using AI and Googling, I did your job for you, all they said is ok here's the pharmacy's number you can find out if they'll send it. I'm blown away. I would give zero stars if I could.

I think they are taking advantage of the queer community with a bait and switch kind of service. For anyone looking, Planned Parenthood will help get you on Prep. Many states have their own programs and teleheath services that can do the same type of things Mistr can do, they're just not blasting ads on Grindr. I say this because when you're promised something regarding a medication that feels very important and necessary, there needs to be a level of professionalism and communication. I would call my experience using Mistr a frightening one.

The whole process is online, very easy, convenient and fast. The blood testing couldn’t be simpler and everything is send via mail, that is already paid for. I haven’t had to spend any money at all and my meds get delivered to my door! Highly recommend this service.

To have a service like this available is amazing and I’ve had no problems using it for the last few years

They have a "chat-style" messaging system, and whenever you message them your message goes into a queue for a random agent to grab and reply. Every single agent doesn't even bother to read the chat history, not even the last sent message to familiarize themselves with your inquiry then just give you am irrelevant time-wasting message. It's *painful* getting information on your own account.

SO FRUSTRATING. NOT recommending this to my friends any longer.

I relied on MISTR for PrEP, a medication where continuity matters, and this experience has been incredibly frustrating and honestly unacceptable.

On April 30, I received a text asking me to confirm my shipping address for my refill, which I did. After that, nothing—no shipping confirmation, no tracking, no indication there was any issue with my prescription.

As I was packing for a trip the following week and organizing my medications, I realized I was nearly out and had no backup bottle. I checked my account and messages and discovered the refill had never shipped.

That’s when the chaos started.

I reached out to both MISTR support and the pharmacy, and instead of getting a clear answer, I received completely conflicting information.

On May 7, MISTR support explicitly told me I still had 1 refill remaining and that I simply needed to confirm my address so the order could be processed—which I immediately did. Later, when I followed up again on May 11, I was told my order had been confirmed and would ship within 24 hours.

Then on May 14, after asking for shipping confirmation because nothing had arrived, I was suddenly told the opposite: that my refill notification had been sent “by mistake,” my labs were too old, and they could no longer process the refill.

Meanwhile, the pharmacy had already told me as early as May 1 that I needed to retest, but instead of ensuring that happened immediately, I was bounced between departments with no coordinated action and no urgency.

The most frustrating part is that I repeatedly raised concerns before I ran out of medication, but no one took ownership of resolving the issue. Instead, I got contradictory answers from different representatives, false assurances that medication was shipping, and zero proactive communication.

PrEP is preventative medication—not something you can casually interrupt for weeks while departments figure out internal miscommunication.

Because of this breakdown, I’m now facing potentially weeks without medication while waiting for a test kit to be mailed, completed, returned, processed, and a refill finally approved.

At this point, I’ve lost confidence in MISTR’s ability to reliably manage something as important as preventative healthcare. Access to PrEP requires consistency, accuracy, and urgency when issues arise—and this experience demonstrated the opposite. I’m now actively considering alternative providers because I no longer feel comfortable relying on a service that has handled my care this poorly.

Mistakes happen. But when healthcare access is involved, poor communication, lack of coordination, and misinformation are unacceptable.

I expected better from a service handling something this important.

I always have nothing but good things to say about Mistr. When I have a question about something, I message them via my profile on the website and get a response usually within 24 hours. When it’s time to get my medication refilled, they send a message asking if it’s okay to send it and after I reply I usually receive my prescription with 1-2 days since I live in California. I love Mistr. It’s fast, simple, and easy to use.

Communication with doctors and pharmacy it’s bad. Been going back and forth for the last 3 months to the point that prescription expired and had to start all over again.

Overall good service. However, I’m disappointed that they won’t fill 90-day prescriptions for PrEP even when my insurance allows it. They said it’s not possible unless insurance requires it or you're traveling overseas. Not the most efficient or convenient for people who travel a lot domestically.

Best company in the world! Free prep medicine and free STD testing at home. Amazing company

I had a very frustrating experience with Mistr’s HIV PrEP service. I needed a prior authorization (PA) for my medication, and unfortunately Dr. Teet, customer support, and the pharmacy never seemed to be on the same page. Communication between the different parts of their system was extremely poor, and no one was able to coordinate what needed to be done to actually get my medication approved and filled.

I spent a lot of time going back and forth without any real progress. Instead of helping resolve the issue, it felt like I was being bounced between departments. Because of the lack of communication and coordination, I ultimately had to cancel my account.

At this point, I’ve scheduled an appointment at an in-person clinic here in Memphis, Tennessee because I wasn’t able to get the help I needed through the telehealth system. Based on my experience, the online PrEP service through Mistr doesn’t communicate well between their doctor, pharmacy, and support staff, especially when insurance issues like prior authorizations are involved. I hope they improve their system because patients shouldn’t have to struggle this much just to try to access PrEP medication.

They are always on time and will remind you when to received it

A good experience overall; convenient at home testing and Prep received via mail. No complaints!

Everything went smooth for both me and my husband--testing, mailing, etc. He received his prep with NO problem. However, they told me that "my insurance" will not allow them to fill the script at their pharmacy, so I have to get it at my pharmacy. Fine. They send it to CVS and ask me to get a Gilead card for co-pay. Except Gilead says I'm NOT eligible for that. So I'm still trying to find a way to get my meds. The frustrating thing is: MY HUSBAND AND I HAVE THE EXACT SAME INSURANCE. Why is he getting Prep from Mistr and I can't????? Something is definitely fishy here.

Easy to use. At home test kits are simple to follow. Customer service is prompt and professional. Meds are shipped quickly and discreetly. Plus it’s free!

Truly a terrible experience. Tests do not match the instructions they provide (and differ from what is online). Communication is incorrect— received communication that my tests were invalid and further would be needed; only to later be sent my test results.

Once my prescription was filled, they never would fax the needed info to my insurance. I spoke with FOUR individuals over the course of a week, including my doctor, and none would fax it. They said the onus is on my insurance for having the incorrect phone number. But would not provide me the phone number NOR would merely fax the information to the number I provided.

Extraordinarily poor service, zero customer service help for their own issues.