Capsule, Washington DC

Tl;dr Stick to getting your prescriptions filled at CVS even though you hate it.

Finally decided to switch from CVS after hearing about Capsule only to have the same customer service experience disguised by a better app and a trendier logo.

My doctor sent over my prescriptions to Capsule during my appointment with him. I got the automatic notification from my PCP’s practice that the prescriptions had been sent and shortly after I received a cute little text from Capsule sayin they had received the prescriptions from my doctor and would be in touch within an hour. Many hours later, I followed up and was told to hang on for a few minutes while they checked into it. 12 hours later I followed up again and was told by Capsule that they had looked high and low had no prescriptions for me and that I should reach out to my doctor to make sure that they had sent the prescriptions and have the prescriptions sent again. So I did. Again, I received the notification from Capsule telling me they had received the prescriptions and to hold on for an “hour or two” while they got it filled and that they’d then begin coordinating delivery. 7 hours later, I hadn’t heard anything and let them
know that I was going into the day 3 of trying to have these medications filled only to be told they didn’t have the medications and had no idea when they’d be back in stock.

A pharmacy being out a medication isn’t the end of the world. What’s frustrating is being strung along for no reason until 10pm on a Friday and having to wait until my doctor is back in the office the following week to have the prescriptions sent and (hopefully) filled by another pharmacy and not even getting a generic “sorry for the inconvenience” at any point in the process. Especially since their whole marketing shtick is that they coordinate with your prescriber and pharmacy to do all the work behind the scenes to get your prescriptions filled. Yet they couldn’t reach out to my provider to get a copy of the prescription they somehow lost? Okay.

I switched all my rx's over to Capsule. The service is excellent. The pharmacy always calls if there is an insurance issue or to check if the cost is high to let me know what is going on. They deliver promptly and kindly. I have only had such ease and peace of mind since I made the switch. Good service, thoughtful, informed people from the pharmacist to the delivery personnel.

I really loved Capsule. They used to be great- quick, easy, reliable, seamless- but now there's massive issues including properly processing insurance and delivery. Plus it is next to impossible to get any form of customer service. It will take you hours or days to get a response whether you contact them by text, chat, phone, or a combination of the three.

I’ve been using them for a while. When they first opened up here in DC, the service was great. However, now there are a extremely long wait times when reaching them by phone, 3 hour waits for a response on text or messaging in the app, and no context provided when there is an issue with your order.

I promise this is the best pharmacy ever. They are really here how u need them and more. Thanku God for them

I transferred our family to Capsule a few months ago and it is sooooo much better than going to Walgreens. App is so easy and they chat with you right away if you have a question. I love the delivery to our house and also that they remind you when you need to refill. Amanda went out of her way to deliver my medicine to a close by address so that we could visit our mother in law who just got out of the hospital. Def 5 stars!

Usual pharmacy issues behind a polished app. Stopped accepting a valid voucher half way through treatment and are being slow and painful in getting it transferred.

Capsule has been amazing for me and my family. I have had surgery that required prescriptions, had regular prescriptions and my daughter’s filled by them and it’s been seamless. The interactions with the pharmacist have been quick and helpful, and delivery is same or next day and free. Previously we had nightmare experiences at various DC CVS locations, and I’m so happy we found Capsule. Just tell your doc to search for it and send your script there!

Capsule has gone about and beyond to accommodate me. I have been telling all of my friends about their amazing service. My driver was at my house so quickly! Can't say enough great things about them.

They are fantastic, love how genuinely helpful everyone is and the delivery is always on time in the selected window!

I signed up for Capsule based on raving reviews from multiple neighbors and am so happy I did. Creating an account and moving prescriptions for me, my husband and two kids took less than 15mins and I’m excited to never have to wait on hold or in line at CVS again! We got our first refill delivered yesterday and all went smoothly. I could select a 2hr time window in the evening when I was sure someone would be home, and we got a reminder text and another when the delivery was almost there. If a kid was sleeping, I could have asked them not to ring the doorbell. The company is super communicative with text messages, and read my responses and respond to them too. Why have I wasted so much time going to pharmacies that said they had my refill but then did not after I went there and waited in line? We have family in Baltimore and I was super excited that their zip code is covered too.

Capsule always goes above and beyond to provide exceptional customer service. They helped me troubleshoot a prescription issue today, further confirming my dedication as a client. The client service representatives are always so nice and answer the phone without without having to go through a million automatic prompts.

Huge fan of capsule! They handled all my new insurance plan phone calls to ensure I could refill my meds. Huge fan.

Cannot express how great this service is! Being able to easily request a refill of my prescriptions on the app and having Capsule contact my doctor is amazing. Also, having the prescription delivered to my home address the same day is so helpful!

Best thing to ever happen to the pharmacy industry. No more waiting on line at CVS or paying for their delivery service. The app is super easy to use, customer service is amazing, and you can refill in an instant! Life-changer

I’m extremely impressed and grateful for the amazing service and care I received from my dealings with Capsule. I had an issue with a medication that ran out unexpectedly and I had no more refills available. They understood my urgency and helped me contact with MD all day long until we were able to get a hold of them. We didn’t get the refill until later in the day but they were able to still get it to me that night. It’s rare to have such great service in healthcare these days. Thank you Capsule!

The entire Capsule experience has been outstanding! From the prompt acknowledgements and replies, the incredible staff, the personable delivery team - absolutely incredible. After years of insurance forcing me to use their mail order or the horrid service at a brick and mortar, it’s so refreshing to be treated well. I recommend them to many people and will continue to do so.

I’ve been using Capsule for a few months now and I love it. Their customer service is outstanding, and no matter how many questions I ask they promptly reply. I even was able to use them on vacation when I found I’d left medication I needed at home. There was a Capsule in the area and it was super easy to get my scrip filled though I was out of town. Probably the only con is that they don’t currently work with Good Rx but most of my meds are generics so it’s not a dealbreaker for me. Still, something to be mindful of.