I am submitting this complaint regarding my experience with Brello.
On January 9, 2026, I placed a $499 order for prescription medication. Within days of ordering, I confirmed in writing the correct serviceable shipping address. The company replied confirming shipment would go to that address.
Despite this written confirmation, the order remained in “Preparing Prescription” status for weeks. I sent follow-up messages requesting an ETA and received no meaningful updates. Given the time-sensitive nature of prescription medication, the lack of communication was concerning and unacceptable.
On February 3, after extended non-response and no shipment, I initiated a credit card dispute. The following day, the order was suddenly shipped overnight and delivered shortly thereafter.
After delivery, Brello provided a written explanation claiming the delay occurred because I did not provide a serviceable address until February 3. This statement directly contradicts their earlier written confirmation acknowledging the correct address weeks prior.
The issue is not that the package eventually arrived. The issue is prolonged non-responsiveness, delayed fulfillment, and an explanation that conflicts with their own documented messages.
The proposed resolution required returning temperature-sensitive refrigerated medication, which raises obvious chain-of-custody concerns.
Consumers deserve accurate communication and timely fulfillment, especially when it involves prescription medication. My experience reflected significant operational disorganization and inconsistent internal documentation.
I hope the company reviews its internal communication and order processing systems so future customers do not experience similar delays and contradictory explanations.
It turns out to be the best way to get them to act fast vs being ignored, is to dispute your credit card and in my experience, they’ll get it to you the next day. After that, definitely cancel it’s not worth it. There’s much better at the same price out there who are good businesses.
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Brello Health provides access to trusted medical providers and compounded medications. We believe in building a community of people who want the best for themselves and those they love. Thank you for being a part of the Brello family. We’re always here to help.
