Poor Website Design/Overall Experience
First and foremost, it is incredibly frustrating to contact customer service with a question only to be told that the system needs to verify your email address—when you already have to enter that same email address to log into your account. Where is the logic in that? The Care Team has also been disappointing. You explain the issue, they tell you they will escalate it, and then nothing happens. Crickets. There is very little follow-through, and it leaves you feeling as though your concerns simply disappear into the system. Even basic account management is unnecessarily difficult. Pausing a delivery because you are going to be out of town should be seamless. Nope. Changing a shipping address is difficult. I can understand there may be complications if you are moving to another state or traveling, but the process is still far harder than it needs to be. Turning off auto-renewal is another example. The website tells you that the change has been made, but when you reload the page, the same information is still there. Did it work? Did it not work? Why should a customer have to contact support just to find out? Lastly, the product itself has not worked particularly well for me. I have been on their GLP-1 program for 4½ months and have lost only about 6 pounds. While I have experienced a significant reduction in hunger, I have also dealt with heaviness, bloating, diarrhea, constipation, and significant bruising at the injection sites. For the amount of side effects I have experienced, I expected better results. My biggest issue is the overall customer experience. Their system is simply not designed well for handling questions, changes, or problems. The answers are often circular, the website leaves you unsure whether changes have actually been made, and when something requires escalation, there seems to be little follow-through. For a company providing an ongoing medical subscription, these things should be easy. Pausing a shipment, changing an address, managing auto-renewal, and getting a straightforward answer to a question are basic functions. They shouldn't require this much effort. I wanted this program to work. But between the minimal results, unpleasant side effects, inadequate follow-through from the Care Team, and a poorly designed website, the overall experience has been extremely disappointing.