Unique Physique caution

In November I paid for a consultation with a UP rep. She asked what dosage I was on; I said 7.5, and she said fine, let's get that ordered for you. I explained that I wanted to wait a bit because I have enough stock right now so I wanted to wait a couple months till my stock was depleted. She said fine.

Fast forward to today. I called to finally place my order. Now that it's several months and several stalls later, I'm on a higher dose: 12.5. I tried to place my order for 12.5, and they insisted they'd need to see a written script. There is no written script. I've been using a different telehealth company for nearly a year; they started me on 2.5 and told me to increase as needed. I've been increasing as needed and ordering as needed, without any communication about what dosage I'm on. So there is no script showing my current dosage. She also said that in my initial consultation they should have asked for a written script then. Well, they didn't. I was led to believe that they would send me whatever my stated current dosage was.

To everything I said, she replied "Gotcha" which made me think she was getting what I was saying. But "Gotcha" was always immediately followed by "It's just our protocol".

I said that at this point I'd like a refund for my consultation fee since I was given misinformation. She said I could only have a refund if I cancelled 24 hours in advance. For a consultation that happened months ago. She said they won't refund me just because I "can't get the dosage I want". I said the reason for the request is that I was given misinformation.

I asked to speak to someone higher up, and she said she already spoke to the COO and this was his final answer.

I pointed out that for the small price (to them) of a consultation refund, they could have engendered goodwill with good customer service. Instead they chose to alienate me over what to them is a very small dollar amount.