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Has anyone dealt with which vendor should i go with? side-by-side comparison?

andrew_nyc Wed, Jun 26, 2024 at 9:46 AM 12 replies 2,095 viewsPage 1 of 3

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andrew_nyc

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Apr 2024

New York, NY

Jun 26, 2024 at 9:46 AM#1

I've been tracking vendor response times for the past 3 months because I got fed up with waiting days for simple answers. Here's my data from actual timed interactions (email unless noted): | Vendor | Avg Response | Method | Sample Size | |--------|-------------|--------|-------------| | EmPower | 1.8 hours | Email | 7 inquiries | | NuVita | 3.2 hours | Email | 4 inquiries | | Precision Peptides Rx | 6.4 hours | Email | 5 inquiries | | SynapseRx | 14.2 hours | Email | 6 inquiries | | Hallandale | 28.6 hours | Email | 5 inquiries | | SkywayCompound | 52.3 hours | Email | 3 inquiries | EmPower also has a phone line that picks up within 5 minutes during business hours (tested 4 times). NuVita has a chat widget on their site that's actually staffed during business hours — response in under 10 minutes. Hallandale and Skyway are genuinely painful. Multiple follow-up emails needed.

23 18Dr.KarenChen, Dr.NateNeph, PharmD_Rodriguez and 20 others

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kate.chem

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Jun 26, 2024 at 11:17 AM#2

This is great data and roughly matches my experience. I'd add that EmPower's after-hours responses are also fast — I've emailed at 10pm and gotten a response by 7am the next morning. Their weekend coverage is also surprisingly good; I got a reply on a Saturday within 3 hours once about a shipping concern. One thing I'll say in Precision Peptides Rx's defense: their responses are slow-ish but EXTREMELY thorough. When I asked about their compounding process I got a detailed 500-word email from their head pharmacist explaining their QC procedures, testing protocols, and storage conditions. Quality over speed in that case.

22 17VanRx_Mike, steve_okc, dave_SLC and 19 others

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COA_Karl

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Pennsylvania

Jun 26, 2024 at 12:48 PM#3

Hallandale's response time is even worse than your data suggests in my experience. I once waited 5 days for a response about a missing order. FIVE DAYS. When they finally replied it was a one-sentence "your order has shipped" with no tracking number. I had to follow up again to get the tracking. Their phone system is a nightmare too — automated menu that loops you back to the beginning, hold times over 30 minutes, and I've been disconnected twice after waiting.

21 16hyun_seoul, jim_asheville, matt_MKE and 18 others

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CryptoCarl

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May 2024

Arizona

Jun 26, 2024 at 2:19 PM#4

This is the kind of practical information that's hard to find anywhere else. Response time matters a lot to me because I'm new to this and I have questions frequently. Does anyone know if any vendors have dedicated onboarding support for new customers? Like a contact person you can reach out to with dosing questions or reconstitution help?

20 15BethLabQueen, ChrisMacros, KetoKyle and 17 others

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COA_Karl

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Jan 2024

Pennsylvania

Jun 26, 2024 at 11:09 PM#5

EmPower assigns you a "patient care coordinator" after your first order. Mine is named Rachel and she responds to texts (they gave me a direct line). She's helped me with dosing schedule questions and even called my prescriber once to sort out a refill issue. That level of service is rare. NuVita has a pharmacist Q&A email that's specifically for clinical questions — separate from their order support inbox. Turnaround is usually same-day. Most other vendors just have general customer service that handles everything.

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Has anyone dealt with which vendor should i go with? side-by-side comparison?

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