They went above and beyond to ensure I had everything I needed, from my prescriptions to advice on over-the-counter treatments. The staff even checked in on me after a few days to see how I was feeli... See more
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Denise helped me with changing my address, placing an order, canceling that order, and making a new one through Single Care with total patience and a helpful spirit. She was knowledgeable and even ass... See more
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Lori, the customer service agent on chat, was amazing. Very patient, price matched where needed, and walked me through the process. My only issue is that GeniusRX's prices for the drug that I've gotte... See more
Company replied
Ordering is terrible. When reordering, it takes forever! Wait times are anywhere from a half hour and up just to make contact. Operators are hard to understand because of foreign accents. Online o... See more
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Company details
Written by the company
GeniusRx is a full-service digital pharmacy designed to make consumer access to medicine and clinical services simple, intuitive, and personal through cost-informed decision making. Bringing together unparalleled industry expertise, infrastructure, and digital innovation, GeniusRx is using technology to disrupt pharmacy services at scale. The company’s offering includes a virtual pharmacy program to benefit the underserved and underinsured; Pharmacy dispensing and fulfillment services including multi-dose medication packaging and same-day delivery; real-time pharmacy chat and clinical support services; and a consumer health and wellness dashboard that delivers Rx price intelligence and other meaningful pharmacy insights. Visit www.geniusrx.com for more information.
Contact info
United States
- geniusrx.com
4.0
Great
4K reviews
Dangerously Unreliable, Ironic Name
I've used GeniusRx for a couple months and there are always glitches. You'll notice trends in their replies that they say they're experiencing issues that are unusual for them, but they're really not unusual. The other theme you'll notice in there replies here and on Better Business Bureau is that they like to turn it back on the patients and blame us, saying they did everything they were supposed to and that the patient, doctor, etc didn't follow up properly. The first time I filled a prescription with them their online service was down and I had to call to fill. No biggie. The next two arrived without any issues. Oh man, the 4th time I tried to refill. Wow. I went to check on my patient portal when I hadn't heard anything for a few days after sending the request. They had cancelled my order with the reason being "patient cancelled". No email follow up of any kind. I thought it was a glitch so I reordered. I contact my provider and a nurse there spends 50 minutes of her day getting ahold of someone at GeniusRx to confirm that there isn't anything missing. They confirm. I check the portal and again, "patient cancelled". I send GeniusRx an email and several days later they reply, stating that it's my doctor's fault because they've reached out to them "several times" to request a new prescription. Nowhere on their site or in the cancellation reason was this even mentioned as the reason for the delay. At this point I've been 18 days without my medication. If you're taking medication for fun and don't care if/when it arrives, this service is for you!
August 16, 2022
Unprompted review
Reply from Geniusrx
Hi BD! Thank you for your honest feedback and we apologize that you did not have a good experience with us. I have sent you a request for more information so that we can look into your specific order. I would like to request that you review our Policy and Procedure tab on the website under About. This outlines the process in which we make outreach to your Prescriber and/or notify patients regarding denials or no responses we receive. We will gladly look further into your specific information once we receive more details from you and will be happy to share that information directly with you. Again, thank you for your feedback and we apologize for any inconveniences that have been caused.
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DO NOT USE
If it was possible, I would leave a 0 Star Review. After multiple attempts by me and my physician, my prescriptions were never filled. The prescriptions were asked to be filled on July 9, 2022 and they have not been filled as of today, August 15, 2022. I even escalated the call to a supervisor, and after an hour's wait, I was told they would ship last week but never did. The supervisor told me that their staff has been reduced by 75% and that if he was me, he would have the prescriptions filled somewhere else. Do not waste your time, especially if the medicine is detrimental to your health.
August 15, 2022
Unprompted review
Reply from Geniusrx
Hi Rex! Thank you for your feedback. I do see here that we have shipments on 8/11/22 and 8/12/22 that are out for delivery. I also see that we did not hear back from your Prescriber for the orders from July. We do apologize for this and I would urge you to review our Policy and Procedure tab under About on our website. It outlines the process of how many outreaches are made to your Prescriber to obtain your prescriptions, our SLA times, etc. This is critical information to know when placing your order with GeniusRx. I will also send you tracking information and more detailed information regarding your shipments from 8/11/22 and 8/12/22. Again, thank you for your feedback and for using GeniusRx!
Ordering difficult at best!
Ordering is terrible. When reordering, it takes forever! Wait times are anywhere from a half hour and up just to make contact. Operators are hard to understand because of foreign accents. Online ordering needs to be made easier and streamlined so you don't need to speak to anyone. Prices are excellent but not worth the hassle. Very unhappy!
August 15, 2022
Unprompted review
Reply from Geniusrx
Hi Tim! Thank you for your honest feedback and we are sorry to hear you did not have a good experience with GeniusRx. Our team has been built of many different walks of life, a super diverse and highly trained team that always has our patient's care at their forefront. It is one of the many reasons why working at GeniusRx is so great! I have sent you a request for more information so that we can investigate your specific order details. We are looking forward to hearing from you!
You have serious problems with your…ordering procedures.
You have serious problems with your ordering system, from my point of view.
If I try to place an order, even for a refill, I'm switched to a telephone operator. Unless, I place my call at 8:00 AM, wait times of an hour or more are customary. In the current stage of technology, this is unacceptable. A customer should just submit the prescription refill number. If there any problems with filling the order, you could request any required information by email, or a phone call.
The act of submitting the refill request could acknowledge payment with information on file, shipping information and health status from previous encounters.
Ordering a refill from GeniusRx, should not be any more difficult than making a purchase on Ebay or Amazon.
August 11, 2022
Unprompted review
Reply from Geniusrx
Hi Leonard! Thank you for your honest feedback. We do acknowledge the hardships patients are currently faced when trying to order a refill online. Our Pharmacy Operations and Technology team having been working nonstop to get a resolution for this. Due to some system enhancements, we have seen a higher than normal call volume. Which has unfortunately resulted in a longer than normal hold time. We do apologize for this inconvenience. We appreciate your feedback and will be sure to share this with our management team. Our commitment is to always strive to provide the best Pharmacy services for our patients. We are continually looking at better ways to create a efficient, reliable, and dependable experience. We hope you will come back in the future and see that GeniusRx is able to provide you with 5-star service on your next visit.
Donna was fantastic
Donna was fantastic! Took the time to find my script (it had a different first name) and placed my order for me. She took the time and extremely nice during the whole process.
August 11, 2022
Unprompted review
Reply from Geniusrx
Hi Tina! Thank you for your positive feedback. We will share this with Donna who assisted you. We agree, she is a stellar employee! We look forward to providing you with another 5-star experience soon.
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Today's service was excellent
Today's service was excellent, with a rep that cared. That has usually been the case, though it wasn't leading up to this. Today's service person fixed the issues caused by the last person.
August 10, 2022
Unprompted review
Reply from Geniusrx
Hi Allan! Thank you for your positive feedback. We will share this with the agent that assisted you. We look forward to providing you with another 5-star experience soon!
You didnt look into what was wrong
You didnt look into what was wrong with my order. You just sent an email that made no sense. I have had trouble with yall the past month.
August 2, 2022
Unprompted review
Reply from Geniusrx
Hi Angie! We just sent you a request for more details, so we can look into your order inquiry to help answer any questions that you feel were not addressed. We look forward to hearing back from you soon!
Long wait, good results
I called to inquire about getting my prescription refilled as the website is not clear on how to do that. Aside from waiting on hold for over 20 minutes, my call went well. The woman who helped me was kind and courteous. I obtained the information I needed.
July 29, 2022
Unprompted review
Reply from Geniusrx
Hi! Thank you for your review. We will share you positive feedback with the representative that assisted you. Regarding the long hold times, we do sincerely apologize for this. We have been experiencing some technology issues with our website which has significantly increased our call volume. Our team is working around the clock to fix these issues and help get our call volumes back to normal. Our website does have step-by-step instructions on how to create a web order, it can be found on the "How to Order" tab on our homepage. We hope that you continue to use GeniusRx as your Pharmacy of choice. We look forward to providing 5-star service on your next visit. Thank you for your feedback and using our services!
I have been using Genius RX for a…
I have been using Genius RX for a couple of years. I have always received the medications that I ordered, and believe their pricing to be competitive. However, if you do use them, expect to call your doctor every time you order, unless you have a refill and prescription number. Sometimes they do not process the order even if you call your doctor,which then requires calling again to update the order. Even when the order is processed, it sometimes then again takes days to fulfill the order,and then again several days to receive the order in the mail. While the service works, expect often to spend (waste?) a lot of time on the phone being on hold, chats that dont work, and long delays in getting orders filled. I would suggest ordering your medications at least two weeks in advance before you run out to be reasonably sure that you will not run out before you need a refill.
July 29, 2022
Unprompted review
Reply from Geniusrx
Hi David! Thank you for your review. Firstly, we would like to Thank You for being a returning customer - we truly appreciate your support over the years. Regarding the long hold times, we do sincerely apologize for this. We have been experiencing some technology issues with our website which has significantly increased our call volume. Our team is working around the clock to fix these issues and help get our call volumes back to normal. Also, regarding the need to contact your Prescriber multiple times, we unfortunately have had some Pharmacy law changes where we do need further information for refills and New Prescriptions for specific drug classes. For these instances we do require Prescriber outreach to clarify certain prescriptions to ensure we are processing them to the state and federal law requirements. We acknowledge this slows down the processing time and does create delays for our customers and we do apologize for that. We hope that you continue to use GeniusRx as your Pharmacy of choice. We look forward to providing 5-star service on your next visit. Thank you for your feedback and using our services!
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Customer service rep was very helpful
Customer service rep was very helpful. Wait time on hold until I was connected to a representative was excessive and unacceptable.
July 27, 2022
Unprompted review
Reply from Geniusrx
Hi Tom! Thank you for your review. We will share you positive feedback with the representative that assisted you. Regarding the long hold times, we do sincerely apologize for this. We have been experiencing some technology issues with our website which has significantly increased our call volume. Our team is working around the clock to fix these issues and help get our call volumes back to normal. We hope that you continue to use GeniusRx as your Pharmacy of choice. We look forward to providing 5-star service on your next visit. Thank you for your feedback and using our services!
Had a little problem with my order
Had a little problem with my order, but this person was very helpful and said she would get my prescription right out in the next day or two.
July 27, 2022
Unprompted review
Reply from Geniusrx
Hi Bob! Thank you for your positive feedback. We will share this with the agent that assisted you. We also believe our agents are wonderful and highly skilled in their field. We look forward to providing you with another 5-star experience soon!
Absolutely no communication and got…
Absolutely no communication and got left without medication.
July 26, 2022
Unprompted review
Reply from Geniusrx
Hi Ryan! We reached out to you so you could provide us with some more details on how we can better assist you. Please respond at your convenience. Thank you for your feedback!
Very good savings
July 26, 2022
Unprompted review
Reply from Geniusrx
Hi John! Thank you for your positive feedback. We try our very best to offer the lowest cost medications in the mail order market space. Sometimes as the market fluctuates price do vary based on manufacturer changes. However, our Pharmacy is constantly reviewing this data helping to keep the lowest prices available for our customers. We appreciate your feedback and look forward to providing you another 5-star experience soon. Thank you for using GeniusRx!
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When it works, nice... but refills are difficult
When it works, its great. When it doesnt... well, it doesnt. The first go around, I got my scripts just fine. When I called, someone answered, even if it was a short hold. The chat on the website worked, and email response was pretty quick.
Now I am ready to refill, and the phone line just goes nowhere. Never got a call back even though I scheduled one, and the live chat brings up a window that no one responds to.
If the business closes, then have the phone lines indicate that. The recording states they are open from 9am to 5pm. What Time Zone?! That's very relevant!
If I opt to use the chat, and the business is closed, it should indicate that!
The website is clunky when it comes to re-ordering. Its like starting all over again. Search for your medicine, add to your cart, and THEN its asks "Oh is this a refil? If so, enter the Rx#" W T F? Why don't you just show me a list of my active scripts and select the ones I want refilled! Not very "state of the art".
These are all things that can easily be improved. When you do get ahold of someone, they are usually extremely helpful. I hope to see things improve or I will have to move on to another similar service.
Update:
So it was nice to see a response from GRx. I would say, if you are going to disable services on your website, THEN MAKE THAT KNOWN ON THE WEBSITE! Have a banner across the top that states "DUE TO INCREASED VOLUME, CHAT IS TEMPORAIRLY UNAVAILABLE"
I get, just make it known to your customers what is going on rather than just upsetting them.
July 25, 2022
Unprompted review
Reply from Geniusrx
Hello Dave! We appreciate your honesty and your feedback. We are going through some technology enhancements to provide better service for our patients. We acknowledge the hardships you have faced trying to get your order placed and we do sincerely apologize for this. Our hours of Operation are Monday - Friday 8am - 5pm EST and Saturday's are 9am - 5pm EST. Due to some technology enhancements we are undergoing, we have seen a large increase in call volume, our technicians and Pharmacist's are working nonstop to answer calls and emails at this time. We are hoping to remedy these issues very soon and get back to regular call volume so we can assist our patient's calling in ASAP. We have temporarily disabled out chat option to help alleviate staff to answer emails and calls in a more timely manner. We acknowledge this inconvenience as well, we do apologize. We hope that you will continue to use GeniusRx for your Pharmacy services. We hope that on your next visit we can provide you we will a better experience. Again, thank you for your feedback. Your concerns have been raised to management, our Operations team, and our Technology team for further review. **Update: we have updated our website to inform patients that we are experiencing higher than normal call volume, our hours of operation are listed as EST time on our about page, and our live web chat function has been removed. Thank you again for your feedback!
Continued Problems Getting my Orders. I continue to have trouble getting my…
I continue to have trouble getting my orders. I place them and then am not receiving them. I have to follow up. This was a good option for me when it was Mail My Prescriptions but it has become problematic.
July 25, 2022
Unprompted review
Reply from Geniusrx
Hi Anna! We apologize that you have had issues placing your orders. We acknowledge we are experiencing some issues with patients placing orders via the website due to some technology enhancements we are currently undergoing. At the current time we are requesting patients that have these troubles to please call into our call center and one of our highly skilled and trained agents will get your order placed ASAP. Our technology and Pharmacy teams are working around the clock to remedy these issues and hope to have it all fixed in the very near future. We hope you continue to use GeniusRx for your Pharmacy needs. Thank you again for your feedback, it has been brought up to our management, Operations, and Pharmacy teams.
Had problems but good service
For the most part, Genius Rx has been very good. The people on the phone have been most helpful with problems I've had. The first problem I had was a dosing issue, but we got it corrected. The second problem I had was with their website. I could not order from their site it keep coming up with errors. I did the online chat and that didn't work. So, I sent an email and never got a response. I called and it said it was an hour long wait time, I didn't feel like waiting so I called a couple times over the next couple days at different times and was able to get a 10 min wait time. The person on the phone apologized for all the problems and was able to get my ordered filled.
July 24, 2022
Unprompted review
Reply from Geniusrx
Hello Rob! Thank you for your feedback and for using GeniusRx! We love to hear our agents being praised for their hard work. We will share your feedback with the agent who helped you. We do apologize for the long hold times we have been experiencing. Due to some technology enhancements we are currently undergoing, our call center has been receiving an abnormally high call volume. Our team is working around the clock to address these issues. We appreciate you taking the time to review our Pharmacy. We look forward to providing you with 5-star service on your next visit!
The person who helped me was very good…
The person who helped me was very good and got my order in.
However, the call back feature on your service was not working and I had to be on hold for 20 minutes!
July 23, 2022
Unprompted review
Reply from Geniusrx
Hello Susan! Thank you for your feedback and for using GeniusRx! We love to hear our agents being praised for their hard work. We will share your feedback with the agent who helped you. We do apologize that you did not receive a good experience with our callback feature and we will be looking into what occurred. Due to some technology enhancements we are currently undergoing, our call center has been receiving an abnormally high call volume. Our team is working around the clock to address these issues. We appreciate you taking the time to review our Pharmacy. We look forward to providing you with 5-star service on your next visit!
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Great Customer Service
When I couldn't get the website to follow through with my medication orders, I called and talked with Donna. She helped place the orders in a very professional manner.
July 22, 2022
Unprompted review
Reply from Geniusrx
Hello Lesleigh! Thank you for your feedback and for using GeniusRx! We love to hear our agents being praised for their hard work. We will share your feedback with Donna. Our team also thinks she is a stellar agent! We appreciate you taking the time to review our Pharmacy. We look forward to providing you with 5-star service on your next visit!
Customer Service
I could not access a refill for my medication online so called Customer Service. The lady who helped me was very kind and polite and was quickly successful in taking care of my problem.
July 22, 2022
Unprompted review
Reply from Geniusrx
Hello Stella! Thank you for your feedback and for using GeniusRx! We love to hear our agents being praised for their hard work. We will share your feedback with the agent that assisted you. We appreciate you taking the time to review our Pharmacy. We look forward to providing you with 5-star service on your next visit!
Had to wait 20 or 30 minutes on hold
Had to wait 20 or 30 minutes on hold, but once the assistant took my call, she was extremely courteous and helpful.
July 20, 2022
Unprompted review
Reply from Geniusrx
Hello Philip! Thank you for providing us with such positive feedback. Your kind words will be shared with the representative that assisted you. We are looking forward to trying to obtain 5-star service on your next visit with us. Thank you for choosing GeniusRx!
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