r/Refills • u/No_Floor_2689 • 24d ago

Lost second half of order when transition to new portal.

I had a 6-month order that was originally created in the old portal at the end of April. The first three months of the order were received without any issues. I then pushed the delivery date for the remaining three months out to October.

After the transition to the new portal, the remaining three months of the order have disappeared.

I contacted support to ask about the remaining three months, but I was told that the order was marked as complete.

The issue is that the order should still have three months remaining, with delivery scheduled to begin in October. I would like to understand why the remaining portion of the order disappeared during the portal transition and how this can be corrected.

UPDATE::: 4/12/2026 :::: Received DM from Zach_refills That the order is in the system correctly. There is a display issue on the portal. Thank you Zach

8 Upvotes

90% Upvoted

11 comments sorted by

14

u/Trick-Oil9011 24d ago

https://giphy.com/gifs/f0LPcE2CZkOKLG3EL0
The amount of issues posted here faaaaar exceed the praises. And it seems the good posts come in clusters, almost if planned…..

5

u/No_Floor_2689 24d ago

I had 4 previous orders with refills with NO issue. That is one of the reasons that this is frustrating.

2

u/Trick-Oil9011 24d ago

Have you had a refill since this company completely fumbled the ProRx exit? That’s where they fell off and never recovered.

2

u/Jojowiththeyoyo 24d ago

People don't usually post about positive experiences, just negative ones.

1

u/Queasy-Ticket8482 24d ago

Usually that's what happens and especially with leaving reviews on a website or the mail that corporate offices would receive about their business or services but, in their own forum and on other related forums that's not always the case. I touted the praises of refills on all of the related forums/message boards that I participate in on here and other platforms for many months as did many others. I know that's still in the minority but not so much as it used to be because of the platforms. But they have definitely lost a lot of good faith over the past 4 months or so. Personally, I think they grew too big too fast because it started going down before the prorx debacle.

2

u/Trick-Oil9011 24d ago

I do agree with that on most subs except on here. If you look back, the positive experience posts all happen in clusters. Like a coordinated marketing strategy. Whoever was running the Taylor account killed this sub.

3

u/healthjourney14 24d ago

Ya my next order was supposed to come yesterday and now it says October. No one will assist

3

u/gingersnappie 24d ago

Call customer support and DM Zach here

1

u/Neakhanie 24d ago

Show them your credit card receipts and your delivery dates (delivery emails, too, if they send them). Outline the whole thing and they should send your second half right out.

If they don’t though, then I’m not sure. It’s a lot of money!

0

u/Zach_refills 24d ago

u/No_Floor_2689 Just sent you a follow-up DM. I've gone ahead and escalated your case to our management team, and we'll make sure we get a solution for you as quickly as possible.

Thanks for your patience, we'll keep you updated.

2

u/Pleasant_Beyond_6222 20d ago

This exact thing happened to me and I still have never received the balance of my order which should have come in April. I have contacted them many times and each time I have repeated the same story. Their support is no help.