1. #1

    Delays with Defy refill process

    Sorry but I have to vent. As much as Defy gets praised they should also be criticized on their shortcomings. This is the third time I order refills and have to wait more than a week for delivery despite me paying overnight shipping. Their email clearly says to wait 24-72 hours for pharmacy to compound but this is false. Defy usually takes two days to even send the script to the pharmacy. Furthermore they fail to tell you “overnight” shipping doesn’t include weekends. In my case I order Monday morning and script gets filled Friday and set to ship but will sit at fedex for the weekend as the “overnight” service used doesn’t deliver on weekends. I mean really? 30.00 for overnight and no weekend delivery? USPS will deliver much cheaper and does weekends.
    I searched this forum and have read multiple posts regarding their delay. If that is the way it is, fine, but do not mislead your customers with the 24-72 hour window as it has never happened in my time being a patient except for true fist time I started with them a year ago and that took longer than what is stated.
    With all this said, I will say that Defy does offer a great service and they have given me credit for my troubles but also stated that it wouldn’t happen again. I think they should make it clear that you will receive your meds in a week or more after ordering. I can’t think of any other medical practice where you have to wait one week or more for scripts unless they are out of stock.
    Ok im done venting. Thanks for reading.

    Last edited by Dr Justin Saya, MD; 01-14-2018 at 07:22 PM.

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  3. #2
    That has happened to me as well. I refuse to pay for anything other than ground shipping now.

  4. #3
    So how long does that take now, a month? Lol.

  5. #4
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    Are you having to stop treatment cold turkey do to running out of medicine do to the wait? I would assume Defy would start the process of getting the refills out long before you run out of medicine.

  6. #5
    At the moment yes due to life and financial circumstances I couldn’t refill until 1 week When I was out. But that is my problem and only blame myself. My gripe is in the false advertisement of refills taking 2-3 business days to be fulfilled when in actuality it takes a week or more. I’m not the only one. I’ve done my research and maybe they should re-word their fulfillment policy. And I forgot to mention they have a priority shipping for 32.00 which I was never made aware of and honestly don’t know what it actually prioritizes.

  7. #6
    I always think but rarely say it out loud that if you're going to have a problem at Defy it's never going to be the medical staff/care, it will be the front office staff. For me its moved past a point of the occasional screw up, I'm about 50/50 on getting things right the first time that doesn't require me kicking things up the chain to get fixed that shouldn't have been broken in the first place.

    I do not like the new refill ordering system.

  8. #7
    Thanks for your insight Vince. I actually do not like complaining but sometimes it is warranted. In general their service is great as I have referred many patients to them. But I think that we as a customer should have some input too as to where they can improve. I guess it’s just due to their success but that can be detrimental in the long run.

  9. #8
    Junior Member stevep's Avatar
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    I'm another that only does ground shipping with Defy. In my experience why pay more for about the same delivery time. I don't receive anything that needs to remain cold during shipment.

    And, I"m not a fan of their refill URL either. I'd like to see a place to add remarks on an order form for the staff if I have questions or directions.

  10. #9
    Quote Originally Posted by stevep View Post
    I'm another that only does ground shipping with Defy. In my experience why pay more for about the same delivery time. I don't receive anything that needs to remain cold during shipment.

    And, I"m not a fan of their refill URL either. I'd like to see a place to add remarks on an order form for the staff if I have questions or directions.
    What I don't like is its say Anastrozole and it'll show just a range of dose and price such as ".10 - .25mg = $1 per capsule", something like that. Im to the point that I just don't trust that they'll read my chart and know that I should be getting .25mg and not send me a different dose.

    The old patient portal was pretty good, it had my specific dose listed and just click "refill"...DONE.

  11. #10
    Hopefully with our comments they will fix this issue.

  12. #11
    These experiences mirror mine as well. "Next day shipping" always takes a week or more since, as stated, the order sits at Defy for a while, then goes to the pharmacy where it sites for awhile, etc...then it ships so you are looking at best-case scenario of a week, worst case 8-12 business days. The new ordering system is a mess too, unfortunately. showing the price per pill for a fixed dose, that may not be the dose you have scripted is just goofy.

  13. #12
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    Oh wow, I'm glad I checked the forum and found this thread today. I am very close to being a patient with Defy. I have completed my labs and stuff, last step is the initial consultation with the Dr. Seeing how there is a delay in shipping do they let you order your prescription early so that it will arrive in time?

  14. #13
    Moderator Vince's Avatar
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    Quote Originally Posted by Mrfrieze View Post
    Oh wow, I'm glad I checked the forum and found this thread today. I am very close to being a patient with Defy. I have completed my labs and stuff, last step is the initial consultation with the Dr. Seeing how there is a delay in shipping do they let you order your prescription early so that it will arrive in time?
    I've been a patient of defy medical for over 3 years now, I've never ran out of any testosterone or HCG yet. They do send you a reminder and voicemail to remind you to order your meds. I usually marked out on my calendar the next date I need to order meds and call them on that day.
    I am not a medical practitioner. Any suggestions I provide are not medical recommendations and are just my opinions. Please consult with your physician on any matters concerning your health.

  15. #14
    Do you pay extra for the overnight shipping? Can they, at least, give you a credit for the shipping since it didn't come fast enough?

  16. #15
    Quote Originally Posted by Henry View Post
    Do you pay extra for the overnight shipping? Can they, at least, give you a credit for the shipping since it didn't come fast enough?
    Yes, I pay $30.00 for overnight shipping. BUT, if is ships on a Friday it will not get delivered until Monday. That is not overnight shipping.
    They gave me a credit the fist time this happened when it took 2 weeks.

  17. #16
    To be fair when we talk about overnight, doesn't mean, overnight. Typical Saturday delivery you pay another fee for that one and UPS/FedEx that these pharmacies use will not deliver on a Sun no matter how much you pay so knocking on that really isn't quite fair. Overnight everywhere always has meant business days not weekends. I do 100% agree that we could get better, and cheaper service with USPS small flat rate boxes ($8???) that do deliver on Saturday and even Sun in some circumstances (I get amazon USPS deliveries on Sunday sometimes). Also spot on about the delay on order from the clinic to the pharmacy to be shipped.

  18. #17
    Moderator Vince's Avatar
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    In my three years with defy medical I've never used overnight shipping, I've only use ground shipping. Like others have posted.
    I am not a medical practitioner. Any suggestions I provide are not medical recommendations and are just my opinions. Please consult with your physician on any matters concerning your health.

  19. #18
    Junior Member stevep's Avatar
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    Quote Originally Posted by Mrfrieze View Post
    Oh wow, I'm glad I checked the forum and found this thread today. I am very close to being a patient with Defy. I have completed my labs and stuff, last step is the initial consultation with the Dr. Seeing how there is a delay in shipping do they let you order your prescription early so that it will arrive in time?
    I get my HCG and AI from Defy, and yes they will let you order early (at least these two items) so you have it in time.

    Unlike my Test E I get from my PCP. With my Testosterone refills I either have to be out or only have one dose left before my pharmacy will refill it. They are local so that's not a big deal. I was told this is due to it being a Schedule 3 drug.

  20. #19
    Quote Originally Posted by Vince Carter View Post
    To be fair when we talk about overnight, doesn't mean, overnight. Typical Saturday delivery you pay another fee for that one and UPS/FedEx that these pharmacies use will not deliver on a Sun no matter how much you pay so knocking on that really isn't quite fair. Overnight everywhere always has meant business days not weekends. I do 100% agree that we could get better, and cheaper service with USPS small flat rate boxes ($8???) that do deliver on Saturday and even Sun in some circumstances (I get amazon USPS deliveries on Sunday sometimes). Also spot on about the delay on order from the clinic to the pharmacy to be shipped.
    Well from my experience overnight, next day etc means just that. I understand not on Sunday but Saturday? I get deliveries from Fed Ex on Saturday’s and I get deleiveries on Sunday from USPS. I would’ve gladly paid more for a Saturday delivery but I expected the refill to be fulfilled by Thursday. Do t understand why it took 2 days to get to pharmacy. This is where my gripe is as Defy states 24-72 hours for pharmacy to compound. They should also include that they also take 48 hours to send to the pharmacy.

  21. #20
    Quote Originally Posted by swellco View Post
    Yes, I pay $30.00 for overnight shipping. BUT, if is ships on a Friday it will not get delivered until Monday. That is not overnight shipping.
    They gave me a credit the fist time this happened when it took 2 weeks.
    Like Vince Carter said, overnight ! = next day. It has always meant next business day, and that is more UPS/FedEx than it is Defy or the pharmacy.

    https://www.ups.com/us/en/shipping/s...-delivery.page

  22. #21
    Quote Originally Posted by johndoesmith View Post
    Like Vince Carter said, overnight ! = next day. It has always meant next business day, and that is more UPS/FedEx than it is Defy or the pharmacy.

    https://www.ups.com/us/en/shipping/s...-delivery.page
    I am not familiar in shipping lingo. How is one to assume overnight = next day = next business day? It would be less confusing if worded 'next business day' for the laymen as mysef.

  23. #22
    Quote Originally Posted by swellco View Post
    I am not familiar in shipping lingo. How is one to assume overnight = next day = next business day? It would be less confusing if worded 'next business day' for the laymen as mysef.
    There is no "shipping lingo". I mean, it is rather common to not include weekends for all things involving businesses such as bank transfers, insurance claims and responses from companies.

  24. #23
    Quote Originally Posted by stevep View Post
    I get my HCG and AI from Defy, and yes they will let you order early (at least these two items) so you have it in time.

    This is good to know....

    Does this refill process take less time if you get the prescription from Defy for your Test. and have it filled locally?????

  25. #24
    Junior Member stevep's Avatar
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    Quote Originally Posted by gymrat350 View Post
    This is good to know....

    Does this refill process take less time if you get the prescription from Defy for your Test. and have it filled locally?????
    Since my local PCP will prescribe my Test I use him since it is covered 100% on my insurance. If he would prescribe my HCG and AI I'd do that too and not pay Defy out-of-pocket, but he won't. Hence me using Defy for these two items.

    There are guys on here that get their testosterone from Defy, maybe they will speak to their experience on the timing of ordering it.

    From my understanding, unless you live in Florida Defy can't provide your a RX across state lines to be filled out-of-state. Again, that is my understanding, but I could be wrong.

    When you have your consultation with Defy, ask them what the policies are for ordering. They have nothing to hide and are very up front. Bottom line they want you to be successful. I'm glad I found this place which led me to Defy. It has improved my physical and overall well being a 100%.

  26. #25
    The issue IMO is their recent change to this "shopping cart" style ordering system. The first issue is that you have to make sure to select the correct med or blood test...there is no front-end validation that you are selecting the right item unless you call prior and get the item numbers (which defeats the purpose of self-serving through the website). Then once the order is placed it seems to sit until someone looks at it on the backend and manually compares what you ordered against your chart to ensure accuracy, at which point the order is then placed with the pharmacy.

    Prior, either logging into the patient portal and selecting "refill" next to a medication in my profile or a quick phone call to refill meds and I'd see a receipt that day and a shipping notification within 24-48 hours.

    A quick fix is just to call and place your order with one of the staff members.

    Hoping they will iron out the kinks with this process, but IMO, a generic shopping cart script running on a website is not a good replacement for an EMR/practice management system with a solid patient portal.

  27. #26
    Constructive criticism is always welcome and valued. In fact, most of our medical training and residency experience is built on constructive criticism as an educational tool (although I know this isn't criticism of our medical care, but more the logistics).

    Main point here is that the shopping cart is a new endeavor designed to (hopefully and ultimately) create more convenience for patients and offer an additional avenue for requesting necessary medical supplies, labs, etc. As with any new endeavor, there have been some bumps in the road and every bump presents an opportunity for improvement. We've continued to take patient input into consideration and, consequently, the cart option is an ever-evolving function.

    As stated in the thread, the cart is an additional option but not intended to replace the most DIRECT reordering option, which is to call and speak directly to a staff member (in which case they will do a live cross-check of all of the details with the patient's chart and submit the order at the time of the call - which will then be signed by physician within 24hrs).

    As also stated, unfortunately we have no control over the pharmacy lag time in dispensing the medications (once the order is sent to them) or the shipping times/carriers as those are arranged by the pharmacy. We are currently going to work on changing the shipping terms that the pharmacy uses, however, to lessen the chances of misinterpretations.

    On our end, some of the lag that is being ironed out with the cart relates to the order coming through, then needing to be cross-checked by staff for accuracy, refill timing, etc...then needing to be submitted to physician for final review/signing, then being sent to pharmacy. Based on feedback and our own brainstorming there are several adjustments forthcoming to improve efficiency in some of these areas. Most RXs are submitted to the pharmacy (i.e. having gone through all of these steps) within 24-48hrs (rarely up to 72hrs) of being sent through the cart.

    Again thanks to all for constructive feedback as we continually strive to improve our patients' experience.

    ADDENDUM: Nelson understandably wants to keep the discussion on ExcelMale medically-oriented and has consequently locked the thread. Please direct any further customer service questions directly to the office.
    Last edited by Dr Justin Saya, MD; 01-15-2018 at 10:56 AM.

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