They have gone DOWNHILL!!
They have gone DOWNHILL!!They had been reliable in the past but not anymore!!!I ordered last week but they didn’t contact my vet for 2 days! I had to waste my time calling over and over asking for status.They finally contacted my vet and apologized for the delay, then said they shipped overnight but still haven’t received my order AND No email confirmation No tracking infoMy dog has been without her medication for almost a week bc of their incompetence.I called again , still no medication has been delivered.I will not use them again
NS
I cannot say enough wonderful things…
I cannot say enough wonderful things about Tiffany T., Senior Customer Service Representative at 1-800-PetMeds.We recently ordered two bags of prescription dog food for our dog who has severe food allergies. When the package didn’t arrive within the expected timeframe, I logged into our account and saw that the tracking information showed the shipment was missing. Given that this is prescription food and not something we can just substitute, this was extremely stressful.Initially, I attempted to resolve the issue via online chat, but was told the case would need to be elevated to a supervisor and that someone would contact me within two hours. Unfortunately, I never heard back the next day.When I called, I had the absolute fortune of being connected with Tiffany. From the very beginning, she understood the seriousness of the situation and treated it with urgency and compassion. She went out of her way to escalate the case immediately and personally followed up with me multiple times throughout the day to provide updates — something that is incredibly rare in customer service today.Most importantly, Tiffany arranged for a complimentary bag of food to be next-day shipped so that my baby would not go without her prescription diet. That level of care meant the world to us. She didn’t stop there — she even followed up the next day to confirm that the delivery arrived safely.Tiffany’s professionalism, empathy, and proactive communication completely turned around what started as a very stressful experience. She is truly an asset to your company and represents the very best of what customer service should be.Thank you, Tiffany, for going above and beyond for our family and our sweet girl!
Wendi Mulligan
They canceled my orders and told me…
They canceled my orders and told me they do not know why they are being canceled. What a joke. Waste of time never do business with them.
Hasan Can Inci
Totally Unreliable
My vet said that he would work with Pet Meds to supply two of my dogs their important medications at a discount price. I signed up for Autoship and have received two orders from them with another one pending and each and every one has been a complete nightmare! Both dogs would have ended up with NO meds for several days except that I had to make emergency trips to my vet to pick up meds to tide me over until the order arrived. They are impossible to contact and according to my vet (who I trust completely) they are not contacted until at least a week after the meds run out! They also use the US postal service to ship their orders which is completely unreliable-tack on another three weeks of waiting for the meds because of it! Update! I tried to do a chat with this company and got a message that they were unavailable. I then tried to text them, since they said that was a method of contact. A message was sent almost two weeks ago with no response. I spoke to my vet yesterday and they said that they gave authorization LAST WEEK but the company never changed the status of the order!!!
Lindy
Order cancelled for no reason
I placed an order online on 1/26 and when i checked on the order status on 1/29 it showed that my order had been cancelled. No particular reason given, just said "there was an issue with this order". No email notification sent, so far the funds have not been sent back to my giftcard yet that I used for this order. Wasted me a few days now I have to order cat food urgently from somewhere else. Will not recommend this place. BAD EXPERIENCE.
Jacqueline Smith
Critical Medication...
Critical Medication...My dog was given a 2 week supply of a critical medicatoin by our vet. Once we determined that the medication was effective 7 days I ordered the medication from Pet Meds. Believing that 7 days might be cutting it tight I PAID FOR AN EXPEDITED ORDER. After 4 days they still had not contacted my vet to verify the prescription. I ended up having to get another 5 days from my vet. Their office is only a few miles from my office so inconvenient but no big deal. I called pet meds and spoke to a customer service agent that said she would expedite and send one day shipping no charge. That was on Monday the 19th. I just tracked my package and it will not be here until the 26th. I will now need to get the prescription filled at my local pharamcy which is what I should have done in the first place. This is an extra hit to my budget (double paying for the medication) and a major inconvenience in my schedule. I will NEVER use this company again for medication of a critical nature.
K Guthrie
1 Star
1 Star - Terrible Service, Misleading Tracking, and Zero AccountabilityOrdered two bags of Purina Pro Plan food on January 10th (one Senior, one Puppy) with a promised delivery of 3-5 business days. It's now January 20th - 10 days later.Here's where it gets absurd: I received a tracking number showing "Shipment 2 of 2" - which any reasonable person would interpret as both bags being in that shipment. After 6 business days, only the Senior formula arrived. When I contacted customer service about the missing Puppy formula, they now claim it was supposed to be two separate shipments and the Puppy bag hasn't even shipped yet.So let me get this straight:You labeled it "2 of 2" but only sent one bagYou're now well past your own 3-5 day promiseThe Puppy formula still hasn't shipped after 10 daysAnd your customer service has ZERO understanding of why this is a problemThe cherry on top? When I complained about the delay, they blamed it on "yesterday being a weekend day" - as if that explains why my order is DAYS past your promised delivery window and you sent misleading tracking information.I have dogs that need their specific food formulas. Your shipping timeframes are clearly meaningless, your tracking information is misleading at best, and your customer service refuses to take responsibility for your failures.Save yourself the headache and order from Chewy or anywhere else that actually delivers what they promise when they promise it. PetMeds clearly doesn't value their customers' time or trust.Would not recommend. Will not order again.
Tor Killi
I had to cancel my first order
I had to cancel my first order, because it was taking too long and my dog eats a special diet. They claimed my vet only approved one case of dog food, but I doubt that's true as my dog has been on this diet for over a year. Then after I got my food from my regular retailer who btw is great, I replaced my order with PetMeds and to be honest, it was because they had a great offer on first orders. This took reauthorization from my vet??? And when it finally shipped, it's now who knows where and UPS states I'm not getting it for 10 days? This is prescription food?? I can't keep waiting for it. This has left a terrible impression for me with petMeds and their wait time for calling is long. They apparently do not even have a warehouse where they stock any products, even food. They send the order out so basically they are just a middle man.
Tamarak
Absolutely terrible
Absolutely terrible. Don't order if it's anything important. They take their sweet ol time handling everything and staff has no remorse about issues when they come up. Absolutely avoid this company like the plague. Still waiting on my pets insulin despite offering 10 days ago. (I went and bought insulin locally, as the dumb vet wasn't able to tell us where to go)
Daniel Fuerst
17 days later, and order never shipped
I placed an order 17 days ago and it's never shipped. I contacted them via email 7 days ago to check on the status of my order O78311693 and they never responded. 3 days ago, I sent them another email asking them to cancel my order because I had to end up buying the products somewhere else. They have yet to respond to any of my emails – what a poor experience; I'll never order from them again.
Balkanista
Avoid at all costs
Do NOT use this company. I ordered medication for my pet on November 19th. By December 5th the medication was just being sent to the compound pharmacy which I was told is an additional 3-5 days. I called 5 times to cancel my order. PetMeds still put a hold on my bank account after I canceled the order. It’s been pending for 6 days now and I don’t have any access to my money. I utilized another pharmacy and my order was approved and shipped in two days. It was also significantly cheaper than PetMeds. Edit after their response:I called and requested that my order be cancelled on 12/4. This is the issue. I called again on 12/5 and then "mysteriously" they charged my card. I called again on 12/11 because my money had not been refunded and I was told that it was cancelled on 12/8 which is not accurate. If you take recordings of customer service calls, please listen to them!I would also like to add that the pharmacy tech called me and asked me about the mg of a prescription. I told them I'm not the veterinarian, I'm the client. This just shows how disorganized this company is...
Alex
No live help over chat or the phone
No live help over chat or the phone. Placed an order on Thursday and have no clue if it is actually being processed or not. Got an automated message saying they contacted our veterinary to check on the prescription but no updates since then on the prescription check being completed or not.Waiting for over 20 minutes on the phone and just saw other reviewers here complaining about no live help being provided.
Luciano Oliveira
When my dog died I called to get a…
When my dog died I called to get a refund on the medications purchased. While they did refund for one of the medications they didn't on the second medication. When I called I was assured that someone would call back. I never received a call. Either they don't train their people or lie to get you off the phone. When I get another pet I will not trust them again.
Gertman
I ordered medication on 10/14
I ordered medication on 10/14. Got lost in the mail. 40 minute wait to talk to a customer-service rep who talked over me. Truly frustrating experience. I also experienced problems trying to change my address after I moved. I changed my address multiple times online and it never went through, so I had to create a new account. Chewy is a much better service. I usually use 800PetMeds when they offer a less expensive price but the poor customer service is a dealbreaker. It's really, really bad.
Ragan Fox
Lack of live agents working to help…
Lack of live agents working to help customers. Tried several times each sitting on the phone for over a hour trying to get a person on the phone. Listening over and over how therr experiencing a hi call volume. On line chat option has no agent available either. This during normal buisness hours. I am completely disgusted wasting so much time to talk to someone
Michelle Braudrick
The prescription followup is not…
The prescription followup is not existence. It took me 30 mins on the phone to cancel my order and get a refund. At this point I'll let my vet to order it using there pharmacy.
Robert Schimenti
Awful.
Awful.From the moment I ordered, NOTHING is or has gone as I was told it would. Including the product, for which I paid to have overnighted, took a few days longer to arrive for a VERY sick animal. And then somehow I was put on auto ship. And now, over a week later and several phone calls later, I still do not have the overnight credit I was promised. And UPS, the shipper, is clueless. STAY AWAY.
Caroline Jones
PetMeds used to be great; now they're not
PetMeds used to be great. Their service was fast and their customer service was responsive, courteous and knowledgeable. Now, none of those things are true. A few months ago we placed several orders for food/treats and they took weeks to ship out. On one item, we canceled because it never shipped. Following that we placed several orders for perishable goods and multiple times they sat in the warehouse all day, were shipped saver overnight (which resulted in shipping times of 1.5-4 days) and were not properly packed to ensure they would remain cold (a couple ice packs in polyethylene foam - the kind used to protect TV screens during shipment). The last straw, however, was an Rx that was completely botched. They entered the approval for a similar but different item and then linked it to someone else's account. It took a week to get the issue resolved and they simply kept insisting they didn't make an error. In fact, even after they corrected it, they never apologized or acknowledged that they made an error. We will never order from this incredibly incompetent outfit ever again.
Steve
Personable service from real people!
I appreciated that there was a callback so I didn't have to wait on hold for 10 minutes. The representative I spoke with was kind and knowledgeable and took care of what I needed.
Carly Kuhn
Cindy was so helpful to me!
Cindy was so helpful to me! Thank you Cindy!
Lisa
