Update: Rocky Health reached out promptly after my initial review, making a genuine effort to resolve the situation. They offered me a choice between a partial refund or resending the package through a different courier. Not wanting to bear the cost of a damaged shipment, I accepted the replacement and arranged for my future prescriptions to be faxed directly to my local pharmacy for added convenience.
Their customer service has been responsive and helpful overall. For those in Western Canada, I would recommend considering the local pharmacy option to avoid potential shipping issues. I haven’t received the replacement product yet, so I can’t speak to the quality of the medication, but I’m hopeful for a smooth experience moving forward.
Original:
I recently tried Rocky as a new customer, drawn in by the convenience and accessibility of their services. Unfortunately, my experience has fallen well below expectations, leaving me with concerns about the company’s commitment to patient safety and customer satisfaction..
Upon receiving my first order, I found my medication had been tampered with or damaged, raising serious safety concerns. As instructed, I reached out to customer service immediately (within minutes and provided photos), hoping for a quick and empathetic resolution. Instead, I was met with rigid policies that offered no option for a refund, despite the damaged product and my willingness to pick up a replacement locally. I understand that medications cannot be returned due to pharmacy regulations, but I am left wondering why a refund is not possible in this situation, especially given that the safety of the medication was compromised during shipment.
This experience has left me questioning Rocky’s ability to prioritize patient safety and well-being. When medications arrive damaged or tampered with, a company should be prepared to offer a satisfactory resolution to put their customers at ease. The only options offered were another shipment (which doesn’t fully resolve my concerns given my initial experience) or a fax of my prescription - without a refund - leaving me to cover the cost of an additional product (losing $240) for raising safety concerns.
While their customer service representatives were polite, I felt that the response lacked the flexibility and understanding that would be expected in situations involving medication safety. As a new customer, I had hoped Rocky would demonstrate a high standard of care and concern for my experience.
I’m sharing this review in the hope that Rocky will reconsider its approach to resolving issues of this nature. I would also advise potential customers to weigh the risks associated with cross-country medication shipments carefully and to seek clarity on refund policies before committing to an order.
Final Thoughts: My experience with Rocky has been disappointing, and I would be hesitant to recommend their service to others until they take steps to improve their policies around customer safety and satisfaction.
