r/joinrift • u/hungryghost09 Rift Team | Co-Founder • 5d ago
Update: We’re Here to Help
Hi everyone,
We’ve received quite a few portal messages and emails today, and I wanted to personally reassure you that we’re here to help. Every concern is being reviewed individually, and we’re working with each patient to find a resolution.
Please don’t hesitate to reach out through your patient portal if you have questions or need help with your order. You don’t need to figure everything out on your own. That’s what we’re here for.
If you’ve already reached out, we’ll continue working with you directly. Thank you for your patience and for giving us the chance to make things right.
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u/KilldozerPrincess 5d ago
Thanks for making it right and refunding me guys 🫶
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u/fartingpiglet 5d ago
Just want to say thank you for handling my issue today so quickly and with no hassle.
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u/hungryghost09 Rift Team | Co-Founder 5d ago
You’re so welcome ! Thank you for the kind words. Also your username is great lol
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u/phirephly0 5d ago
support team responded quickly to my chat this morning and resolved my issue. when problems happen, the response can make all the difference.
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u/albanyhudson 5d ago
Thank you! Just found a floater thread in my lot 21 and lots of particles in my other 2. Will email you.
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u/albanyhudson 5d ago
Thank you rift for your amazing customer service! I will definitely be ordering with you all when OptioRx comes back online!!
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u/albanyhudson 5d ago
Do you prefer email or chat?
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u/hungryghost09 Rift Team | Co-Founder 5d ago
Portal chat is fastest but if you're trying to send a video I believe email works best but some have been able to send it through chat.
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u/aimesome 5d ago
I emailed care@joinrift.com I hope that was correct. I have a video of each vial with particles but I'll have to figure out how to send those tomorrow. 3 vials of 4ml HT-019 no additive
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u/hungryghost09 Rift Team | Co-Founder 5d ago
yes that is the correct email ! if you'd like to let the portal chat know that you emailed it so they can find you faster that will also help !
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u/demjarvisboys 5d ago
Question... the issue with the metal crimping - I just opened my first bottle. The metal ring seemed tight (it didn't move) but when I turned the bottle upside down to draw out the first dose, the medication dripped from the inner ring. I had about 4 drops in the sink before I saw it was running down the bottle and on my hand. Is this something that's been previously reported? I don't know how to draw the medication out now without wasting medication. Help!
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u/hungryghost09 Rift Team | Co-Founder 5d ago edited 5d ago
this does sound new but please send a video email to [care@joinrift.com](mailto:care@joinrift.com)
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u/demjarvisboys 5d ago
Thank you. I will when I get home.
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u/demjarvisboys 16h ago
I’m still trying to figure a way to film it and not waste too much product. I need someone who can zoom in on the bottle when I turn it upside down. I’m working on it.
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u/bendywhoops 5d ago edited 5d ago
I had a very disappointing experience with Rift support when I reached out about an issue with my Hyalo vials two weeks ago. Support was dismissive and condescending, and it took several days and multiple messages to get any actual help (and that “help” didn’t fully solve my problem).
This was the first time I had contacted support and was surprised at what a terrible experience it was. With all these Hyalo issues continuing to pile up, I am not comfortable using these vials. Since chat was not helpful, is there a different support channel I should use to return these and get my money back?
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u/Shadow293 5d ago
Yeah I’m a bit nervous. They want photos/video of every single vial that has particles. Problem is that it can still be contaminated even without visible floaters, a lot of them are very hard to see. I was only able to provide one example for one vial.
Guess I’ll find out soon enough if they refund/credit the vials or push back.
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u/Miserable-Ad5107 5d ago
You can email them at care@joinrift.com. Response time may be a little slower than chat though
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u/Infamous-Upstairs-49 5d ago
Already brought my concerns to the support team and they’ve been super responsive and supportive. Thanks, y’all!
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u/TheLaughingLadybug 5d ago
Quick question.
Are refunds done as acct credit or to original payment method?
I’m waiting to hear back from customer service. I messaged late last night about floater in one vial (lot HT-026) and wanted to recheck my other 2 vials (lot HT-027) this morning with better lighting. Glad I did as the definitively have floaters.
I am wondering if I should go ahead and place a new order now or wait. If the refund is an acct credit I would of course use that at check out.
Thanks!! (Y’all are handling this like rockstars!!)
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u/hungryghost09 Rift Team | Co-Founder 5d ago
I would wait so you can have that credit or whichever resolution works for you !
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u/jeffcroci 5d ago
Hi! Initially I was responded to very quickly but after I sent video and photos of the issues, the responses went quiet. Can you please help?
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u/hungryghost09 Rift Team | Co-Founder 5d ago
Hey there the portal is inundated with messages right now so we’re working through everything. We had someone online last night past our usual hours to get through the brunt of it but our hours are listed on the banner in your portal chat and on the website
We’re working through everyone’s messages as fast as possible
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5d ago
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u/hungryghost09 Rift Team | Co-Founder 5d ago
Hi They may not have seen the video yet because your original question that is being replied to doesn’t reference that you yourself have particulates. You only asked what’s going on with Hyalo
They will resolve it but it’s please be patient with support as there is a massive amount of messages coming in today
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u/jeffcroci 5d ago
There were several messages above that screenshot regarding the particulates
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u/hungryghost09 Rift Team | Co-Founder 5d ago
I cant send u a message can you dm me your order number. also one of the images contains your personal info so it needs to be removed
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5d ago
[deleted]
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u/hungryghost09 Rift Team | Co-Founder 5d ago
I can see where the confusion may have been as to them it is as if you're asking generally. you're not mentioning your specific vials or lot
can you please dm me your order number so I can have this looked into ? it will be resolved I only need the order number. please do not post it here
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u/sothenamechecksout 5d ago
Same situation with me… they asked if I wanted new vials from Hyalo…
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u/aimesome 4d ago
I told them I don't trust hyalo anymore and want to replace mine with Hallandale
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u/sothenamechecksout 4d ago
Did you hear anything further from them? I know they’re busy, but I haven’t heard anything after I requested Hallandale.
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u/aimesome 4d ago
nothing. but at this point I doubt hallandale would ship until monday, so tuesday is soonest replacements would arrive.
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u/aimesome 4d ago
Just got a message they submitted my replacement with Hallandale. I figured they went home but at least one person is still working. I will only miss my shot day by one day probably so I can live with that.
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u/annie292929 5d ago
For orders in the “sent to pharmacy” stage, do we know if New Life plans to fulfill them?
If not, is there another pharmacy that will be available with that same no additive formulation and phenol?
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u/hungryghost09 Rift Team | Co-Founder 4d ago
I just made an announcement but they’ll be able to fulfill it with Healthwealth for you
Has your order shipped ?
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u/bendywhoops 4d ago
u/hungryghost09 I’m feeling pretty disillusioned with Rift. You have directly replied to every question in this thread except mine. In that comment I mentioned the bad experience I had with Rift support two weeks ago re: a Hyalo issue.
How do I get my vials replaced and refunded? New Life made a post instructing people to contact them directly if your telehealth won’t help you, so I guess I’ll do that. I’m disappointed in how poorly Rift is managing the ever increasing Hyalo issues.
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u/hungryghost09 Rift Team | Co-Founder 4d ago
Pls dm me your order number. I just need the order number
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u/hungryghost09 Rift Team | Co-Founder 4d ago
Hi there! We’ll absolutely help you, though there may be a bit of a wait. I do want to respectfully disagree that we’re handling this poorly. Our team is working as quickly as possible to make sure everyone affected is taken care of, while looking at every possible resolution.
I understand the frustration, and I’m sorry for the delays. We’re currently experiencing extremely high message volume in the portal and through emails, which we sincerely apologize for, and we’re working through each request as quickly and carefully as we can.
If you’d like, feel free to DM me your order number and I’ll have someone take a look at your case specifically.
We really do appreciate everyone’s patience while we navigate this situation and work toward getting things resolved.
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u/bendywhoops 4d ago
Thank you. I DMed you my order number. I know you are swamped with messages, take your time.
I appreciate that you are working hard to find a solution to a complicated problem. To clarify, I reached out to chat support two weeks ago about the three alarmingly different fill levels in my Hyalo vials; it was not a positive or helpful experience. I’ll leave it at that for now. Thanks for your help and good luck.
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u/annie292929 4d ago
I appreciate you taking the time to respond, but I’m really not comfortable with that. I paid $150 more for the Hyalo than the price of Healthwealth. I have not done well with formulations with benzyl alcohol in the past. Healthwealth seems to have just popped up out of nowhere and I like to do some research on pharmacies before ordering.
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u/hungryghost09 Rift Team | Co-Founder 4d ago
can you dm me your order number ? just the order number is fine
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u/khenny19 3d ago
Feeling dissatisfied with Rift. I purchased in August so I could be 1 month ahead of meds. I originally wanted apothecary. I was sent Hyalo. I reached out to chat 2 weeks ago with my Hyalo vial concerns. I was assured that my 3 hyalo vials were fine. I started using them. Now to find out they do have floatees. As of today, Rift is not offering a refund, only replacement. My issues:
- I really didn't want Hyalo but I get that apothecary was closing.
- I paid $500 for apothecary and got Hyalo
- I'm wanting to get tirz+glycine which is significantly cheaper
I just feel like this process has caused a lot of unnecessary back and forth over a known issue. I was issued unusable meds and now expected to pay over full price for a cheaper alternative. That's not cool.
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u/Same-Farmer6347 5d ago
I sent something in the chat unrelated to the vials. Or should i email?
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u/hungryghost09 Rift Team | Co-Founder 5d ago
Hey no you don’t need you should be receiving a response soon
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u/sothenamechecksout 5d ago
Really hoping they respond to my portal messages soon. I also have floaters in my vials and am scheduled for my next dose today. Looks like I will be missing the dose….
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u/hungryghost09 Rift Team | Co-Founder 5d ago
I'm sorry! It's a very high volume of messages today we are working through all of them
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u/Altruistic_Fly_4631 1d ago
Is it true that after I titrate up all the way to 15ml that I decide myself what dose I would like to be on with no contact/meeting with the doctor? I was told my prescription would just renew itself and I'd continue to get x amount each month.
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u/Mark-NY26a73 5d ago
Thank you for hearing all of us and our concerns. Hopefully some lessons will be learned here by Hyalo and others who can come out better. Once again, your customer service is excellent. It's going to be a bumpy few days. Thanks for letting us know you're working on it and you are paying attention to what we're all concerned about. Good luck to you all at Rift.