Many Americans seeking popular weight-loss drugs like GLP-1s online are falling victim to scams, facing unexpected charges and difficulty obtaining refunds. These issues arise from a booming telehealth sector where some companies employ deceptive practices, leaving consumers frustrated and out of pocket.
Online pharmacies advertising GLP-1s and other prescription weight-loss medications at attractive prices have become ubiquitous, often featured in commercials with celebrities. This sector is experiencing massive growth, with an estimated 11% of users getting their medications from online telehealth services, projecting a 24% annual growth rate and a market potentially reaching $150 billion in five years. However, this rapid expansion has also created an environment where not all providers operate ethically.
Consumers report signing up for services, paying a membership fee, and then being hit with substantial charges for medications they didn't request. These drugs are often shipped immediately, making cancellations or returns difficult, with companies citing vague privacy or supply chain concerns. Attempts to resolve these issues are frequently met with unhelpful customer service and managers unavailable for discussion, leaving patients stuck with unwanted and expensive prescriptions.
The author experienced this firsthand with a service called FitRx (also known as Zealthy, Inc.). After paying a membership fee for a compounded Zepbound, they were charged $866 for a three-month supply of tirzepatide vials, which they neither asked for nor needed, without any insurance verification. Despite efforts to cancel, the company cited a policy against refunds after shipping labels were printed, even though the shipper confirmed a pre-shipment cancellation was possible. The delivery was ultimately refused and returned.
Similar stories are emerging from other users. Shane Albert reported being misled about pricing and experiencing significant delays in medication delivery, leading to weight regain. Nicole Butler’s Zepbound supply was left unrefrigerated in the heat, potentially spoiling the medication, with no refund offered. Sarah Harris claims she was defrauded of over $1,500, receiving tracking numbers for shipments that never arrived and facing difficulties canceling her membership.
Zealthy's CEO, Kyle Robertson, and the company's legal representatives did not respond to requests for comment. Notably, Robertson and some of his previous companies, including Cerebral, have faced legal action from the Department of Justice and the Federal Trade Commission for deceptive cancellation practices. The DOJ has recently sought to freeze Zealthy's assets, citing systemic improper and dangerous telemedical practices that have harmed tens of thousands of patients. The FTC is also considering new rules regarding "negative option" marketing, a practice where consumer consent is implied by inaction, which is common in telehealth services.
Experts like attorney Christopher Maniscalco highlight concerns about consent, pricing transparency, and the validity of telehealth encounters based solely on patient surveys. Social media influencers and consumer advocacy groups are warning others to thoroughly research telehealth companies. The author's own experience, where Zealthy eventually refunded their $866 after being approached as a reporter, suggests a potential disparity in how issues are handled when external scrutiny is involved. As Shane Albert warns, consumers often feel paralyzed, having already surrendered their money, hope, and medication to these companies.
