"Sesame is running a scam"

I had a telehealth appointment with my doctor, who prescribed a medication that I later decided I wasn’t comfortable taking due to concerns about muscle mass loss being a common side effect. I requested a change, and the doctor kindly understood, writing me a new prescription right away. The doctor confirmed he sent customer support a ticket directly regarding the cancellation and I figured I would submit my own ticket to be safe too. The doctor was responsive and accommodating, and I appreciated that.

However, my experience with Sesame's customer support has been a nightmare. After the doctor made the change, I placed an order for the correct medication which was an out-of-pocket expense for me. The next day, I received an email from customer support stating they had missed my support ticket in time, and the initial prescription had already been sent to the pharmacy. I understand the world is short staffed and overworked but customers should not be penalized when their staff can't read support tickets in a timely manner. I guess they didn't read the doctors ticket in time either which would have been sent before mine. I informed support that I had already confirmed the changes with my doctor and was not willing to pay for the initial prescription.

The first customer support representative simply responded with "That is noted. Thank you". LOL very unprofessional. As someone with experience managing customer support, I expected better communication. I called in to speak with a manager since the first representative was probably in training. Unfortunately, I was denied a manager but was assured by a second representative that a refund was being processed since she also read the communications between my doctor. However, I would receive the refund details from another department in a separate email.

While waiting for the refund details, I received a tracking notification for the new medication, only to learn that Sesame had requested the package be pulled back when it was already on the UPS truck in my city 'out for delivery'. An hour later, I finally received a response from Sesame stating they were unable to issue the refund because the initial medication had already been delivered. This was confusing, as I had clearly communicated the issue, my doctor had confirmed the change, and I had been told the refund was being processed. It was not my fault they continued to deliver the initial prescription I had declined.

What didn’t make sense was that while they claimed they couldn't cancel the first medication, they had no issue halting the delivery of the second one, even after it had already been shipped. This back-and-forth and lack of clear communication made the entire process unnecessarily complicated and stressful.

At this point, I have no choice but to dispute the entire charge with my bank, which only worsens the situation for Sesame. By failing to address their mistake and switch me to the correct subscription, they've lost out on future business from me—an ongoing $89 per month for at least 10 months ($890 in total).

I’ve used Sesame several times in the past, at least 2-3 times a year whenever I’ve been sick. It’s unfortunate because the doctors have always been helpful and kind. However, their customer support has left me with no confidence in continuing to use their service. This is not just a lost transaction for them; it's a lost customer and a missed opportunity for revenue. Don’t they realize that there are plenty of other telehealth options we can turn to?

The doctors were great, but sadly, the customer support experience was trash.

"Efficient and accommodating "

Linda was great! I’m a NP as well and she listened and helped me formulate a plan for my medical issue. Her communication was great and made follow up with her flawless.

"Great Service"

Great Service

"Provders just disappear and they won't refund"

I was using them for weight loss meds. My provider just up and disappeared for longer than a month and they told me I needed to cancel my subscription and find a new provider, which I did. When I renewed, the new provider spent 2 minutes with me and said she renewed my prescription. The weight loss meds were never sent despite numerous calls to them. I asked for my money back but they refused. Either they aren't paying their providers or the prescribing pharmacy, or both, I don't know, but their customer service is non-existent.

"Charged without receiving care…"

Unfortunately I have been going back and forth with this company for over a month. Beware the auto charge your credit card monthly even if you don’t see a doctor. They will not contact me and I have tried over 8 times to reach a resolution . Charging for medical care you don’t receive is FRAUD . I have asked for the appointment since they charged me and they said no for me to resign up . Don’t use this company!

"Great doctor"

Great doctor, took care of my health needs. Will use again!

"The best there ever was"

The best there ever was, the best there is, and the best there ever will be.

"Easy"

Easy, fast and helpful! One less thing I have to do!

"Melissa is awesome"

Melissa is awesome. She is a great listener, very patient and caring.

"Best Doctor!"

I always look forward to my appointments. Dr. Chinedu Okeke is very professional, personable and truly cares about his patients. It was never easy finding a doctor who cares about their patients. Best doctor I have found since we lived in Florida. I am happy my search is over.