Issues with GetRaven [Canada]
I signed up to get Ozempic recently with GetRaven and things were generally going well. Shipment showed up packed with freezer packs and the medication was doing its thing. Good times!
Cut to this month, and my pen was sent via Canada Post just before Canada Day. This made me a bit nervous as it seemed like the shipment would be stuck in transit for a day, but I assumed that the company probably thought of this and had taken precautions to ensure it was kept at the correct temperature, even if it got stalled due to the holiday.
The delivery came just after Canada Day and I got it directly from the postal worker at the door, so it didn't sit on my doorstep in the sun at all. The first thing I noted was that the package was warm to the touch. Not great. I opened it and the freezer packs were completely melted/warm like they had been sitting in a hot vehicle for a while.
I quickly Googled temperature ranges for Ozempic and what to do if it goes above 8°C. Found out that it's ok as long as it doesn't go above 30°C. However, the temperatures in my area had been over 30°C for a few days by that point, and if it was kept in a vehicle for the holiday, it likely got hotter than that inside. Based on this, it seemed very likely that it had been over 30°C during part of transit so I reached out to Support to tell them what happened and to see what they could do.
The response I got today basically said that the Ozempic had been shipped with freezer packs and it probably didn't exceed the 30°C limit, but if I *really wanted to* I could call their Pharmacy team. I called them and gave them the story again. The person I spoke to gave me the spiel about freezer packs and said that they couldn't prove that the pen had gone over 30°C during transit. They said that if it *had* exceeded that temp, as long as it wasn't cloudy the Ozempic wouldn't be dangerous to take. Just less effective.
I responded and asked if they were telling me I should take the medication that I had paid a fair bit of money for, even though they couldn't guarantee it would be effective given the circumstances. They got really defensive and said that they were just giving me information and options, but that if I was *really uncomfortable* they could ask Support to send me a new pen.
I responded that the whole reason I reached out to Support was because I strongly suspected that the pen had gotten above 30°C in transit and was concerned about taking it. They got defensive again and said that they didn't know what I had discussed with Support already. I explained that I wasn't trying to be a jerk, but felt like I was being bounced around from department to department.
Ultimately, they decided to send me a new pen and hopefully it'll be shipped correctly, but the whole experience has left a bad taste in my mouth and I think I'll probably end up canceling and going with a different service.
Has anyone else had issues like this with GetRaven or another telehealth provider? Are there any in Canada that don't ship with Canada Post? I don't want to have to argue with customer service to get meds that are shipped at the right temperature again!