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1-800-PetMeds

420 S Congress Ave STE 101, Delray Beach, Florida, United States, 33445-4693

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1-800-PetMeds Reviews (%countItem)

Prmises ovrnit ship if u ordr M-Thu.Ordrd Thur 1pm but it ws nt dlivered(now Sat)I ws told it wld take til Tues b/c vet sent in apprval 2 late Thu 8pm
promised overnight shipping 100 percent customer satisfaction. Promised overnight shipping for Thursday, I ordered Thursday at 1 pm. Got email confirmation for order
Order #: OXXXXXXXX
Customer #: XXXXXXXX

It is for insulin for my cat, Prozinc. Friday came, no insulin. Saturday, no insulin. I call and they say it will be shipped Tuesday. They refunded the overnight shipping fee after an argument. There is a 100 percent customer satisfaction guarantee. Now I have no way to get insulin for my cat.

Desired Outcome

I want the insulin and a refund.

1-800-PetMeds Response • Sep 20, 2019

Contact Name and Title: *** Sr CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com

Thank you for the opportunity to respond. The customer placed her order on Thursday, September 5th at 12:48 PM EST. The medication that she ordered requires a prescription from her veterinarian and is also refrigerated so must be sent *** Overnight for delivery of the medication to be cold the following business day. Because it was a first time order for this customer, we had to contact the veterinarian for them to authorize us to dispense the medication. The authorization was faxed from the vet that night at 8 pm after shipping had finished. The fax was processed on Friday, September 6th at 7:09 am. The customer called in asking why her order did not ship. The representative she spoke with did not show empathy nor explain proper procedure in order to help the customer come up with a plan for the weekend. We are very sorry. It was at this time, the customer was told the overnight shipping charge of $19.99 would be refunded.

On our website, under "Shipping Rates," we do ask our customers to note that *Prescription RX to please allow 1-2 days for vet approval." Due to *** Overnight delivery not counting Saturday and Sunday as business days, we are unable to ship refrigerated products on Friday because they would not be delivered until Monday, which is the next business day. Due to the untimely sequence of events regarding this order, this customer's medication did not ship out until Monday for Tuesday delivery.

We received this complaint on Wednesday, September 11th, which tracking shows the medication being delivered the previous day. Our Customer Care Manager attempted to reach the customer by phone and email on the same day that the complaint was received to ensure she received the medication and also offer reimbursement for medication that she had to pick up in order to tide her over to get her through until her order was delivered. Since we did not receive a response to the voice mail or a response to the email regarding additional expenses incurred, we have refunded the order in full in order to fulfill our 100% happy guarantee. We ask the customer to allow 3-5 business days for the refund to show up on her end.

We wish her and her pet(s) a happy and healthy future, and hope one day she will give us another chance to earn her business. If she does decide to order from us again, she can reference this complaint and receive $25 off of her next order on her next order.

They send me an email for reordering 2 prescriptions. I get a call a week after confirming the order and the pharmacist tells me that I am ordering 1 if them too early! How am I doing it too early when they are the ones sending me the reminder to order again? Then the pharmacist had me count the remaining pills I have. When he finds out I will need more in a week, he questions me about it like I am misusing my 18 year old dogs meds. My dog takes 1 peice of a pill every 8-12 hours (or as needed for pain). I have never been treated this way when ordering his medications elsewhere. The man or woman on phone was rude and unhelpful! I have cancelled the order with 1800petmeds and will happily get them filled through my vet again. They did not care one bit about losing a customer, nor did they try anything to correct the issue. I DO NOT recommend 1800petmeds for elderly animals that require medication to function!!! I will never order with them again for any animal I have due to the way they handled this refill (that they sent me an email saying it was time to order again)!! Terrible customer service!

I have been trying to exercise my privacy rights as listed on their privacy policy and the company ignores all emails related to privacy
I have attempted to exercise my privacy rights and I wrote to the email addresses listed in the company's privacy policy. Each time, my emails are completely ignored and no one even bothers to reply. My 1800Petmeds account which is registered under this email address: ***@opayq.com

I object to the sharing, selling or processing of my personal information for any marketing, advertising or personalisation purposes. I also object to my personal information being shared with all third-parties you share information with for marketing or advertising purposes.

No one should have to go through so much trouble to get their account and information deleted.

Desired Outcome

Please ask your IT department to purge and delete all data related to my name, address and email address, as well as phone numbers. I would like you to delete my account permanently, as well as all data linked to my orders, name, etc. I am a dual citizen of Canada and the EU (Italy). The new GDPR regulation in Europe gives all citizens more control over how companies process their data and gives them the right to "be forgotten". Also, please remove all addresses I have ever used from third party sharing or catalogues. I do not want to receive ANY promotional mail (catalogues, etc) or emails so please kindly remove the following addresses from your system: ***, *** XXXXX *** XXXXX ***, *** XXXXX ***, *** XXXXX Please confirm that my information will not be shared, processed or sold in the future and that my account and data has been purged, I had already called your company to get our address removed from your catalogue list a few weeks ago, but we are now receiving more catalogues under our billing information so it appears that only the shipping addresses were removed. We want ALL addresses removed. Again, ALL my data should be purged so this doesn't happen again. Thanks

1-800-PetMeds Response • Jun 07, 2019

We absolutely respect the privacy of our customers and do not share, process, or sell information. We are so sorry that your emails did not receive responses. We take that very seriously so we attempted to find those emails that went unanswered, but were unable to find where they came through from the email address provided. Again, we are so sorry and do not tolerate our customers not being serviced and not receiving responses. We worked directly with our IT department to ensure all of your personal data is purged from our system. Due to us being a publicly traded company/ pharmacy, we are subject to regular audits, therefore we cannot completely delete your order history. We did however, remove all personal information including name, address, phone number, and email address. The Sr. Customer Care Manager called customer directly to offer help with anything else, and left a voice mail with direct contact information. We have deleted all of the customer's personal information per her request so she will no longer receive any catalogs, mailings, or any other correspondence in the future.

Customer Response • Jun 10, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply.

You can find all the emails I have sent to your company with the following email: ***@startmail.com. I wrote to the three email addresses listed on your website and none of my concerns were ever addressed. Here are the three email addresses I sent emails to: ***@1800PetMeds.com, ***@1800petmeds.com and ***@1800petmeds.com

On May 28th 2019, I received the following response from your company: "Hello ***. We're eager to help. We are unable to locate your account based on the information you sent us. Please reply back with your Phone number on account, Order number, or Email address associated with your account so we may follow up with you immediately.We hope you and your furry friend are doing well today. We look forward to hearing from you soon. Thank you".

When I answered this response and provided the email address that my account had been registered under, I did not hear back. I'm not sure what the purpose of this question was if the answer was ignored completely.

Also, your current website does not have a privacy policy listed on it, which is very unusual and I am not sure if it's even legal not to have one clearly listed at the bottom of your website. If your company does not share, sell or process data, it should be clearly stated on your privacy policy.

In any event, thank you for deleting my data from your system. I appreciate it. Please make sure that all the addresses and names listed in my emails sent from ***@startmail.com are deleted. I am attaching screenshots of those emails below.

More and more people are becoming privacy conscious and not selling, sharing or processing data can give you an edge with the competition, but it should be clearly stated on your website in order to make this policy official.

Thanks

1-800-PetMeds Response • Jun 18, 2019

Thank you for allowing us a chance to correct this customer's issue. We are very appreciative that she provided her other email address because we were able to locate the emails that you sent to us. Normally when customers request to be unsubscribed, we remove them from receiving anything further and do not write back, so that is what the last representative that received her email did. She unsubscribed the customer, but she should have confirmed with her that her "information will not be shared, processed or sold for any other purpose other than the fulfillment of my orders" as she requested. I'm very sorry.

Our privacy policy is on our website is under www.petmeds.com then going to "Contact Us" https://www.1800petmeds.com/help.jsp. On that screen on the left hand side under "About Us," third link down is "Privacy Policy." When you click that, a pop up box comes up (as long as your pop up blocker is off) and takes you to https://www.1800petmeds.com/popup/privacy.htm.

The customer's personal information has remained purged from our system and she will not receive any further correspondence from 1800PetMeds. We wish her and her pet(s) a happy and healthy future, and hope one day she will give us another chance to earn her business. If she does decide to order from us again, she can reference this complaint and receive $25 off of her next order on her new account.

Customer Response • Jun 20, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for confirming that my data has been purged and deleted from your system. And thank you for confirming that my data will no longer be sold or shared with third parties and that I will no longer receive advertising in the mail.

In 3/18/2019 , I ordered a six month supply of heartguard for my dog that was priced at $35.78. I paid for it using a debit card.
On 3/23/19, $ 51.04 was deducted from my bank account. ( a huge difference in the price list and shipping)
I received information that my vet did not sign the prescription that she wrote. So I called the vet and gave Petmeds their fax number so the prescription could be signed and faxed back.
I followed up with Vet to ensure this was done.

I never received the merchandise.

Then in April while balancing my checking account, I noticed PetMeds deducted another $46.05 from my account using my debit card without my authorization.

I still had not received the heartguard medication.

I then contacted petmeds to cancel the order and refund all of my money immediately.

I am still checking with the bank to see that this is done.
Product_Or_Service: heartguard for dogs
Order_Number: XXXXXXXXX

Desired Outcome

Modification/discontinuance of What Petmeds advertises and what they deliver is very different. In addition, there is fraudulent billing practices without delivery of merchandise. And, billing twice (at 2 different prices) for items never delivered. Please contact the company concerning these matters.

1-800-PetMeds Response • May 22, 2019

On 3/18/19, Customer placed order for Triheart Plus. On 3/22/19, we received a written prescription in the mail for a different heartworm preventative called Interceptor Plus. A pharmacy technician left a voice mail message on the same day letting the customer know that we received a prescription for a different medication, but in addition to that, the veterinarian did not sign it. We called the vet and asked for them to make an exception this one time and give a verbal over the phone, and the vet declined. The technician advised the customer on voice mail that she can either contact the clinic herself or contact us back. When the order was changed from Triheart Plus to what was authorized, there was a price difference from $35.78 to $51.04. Although the order was put on hold, the customer's card was still authorized again.

The customer emailed 1800Petmeds on 4/9/19 that she still had not received her heartworm medication from 2 weeks ago and to send it or we would be reported as fraud. We replied that we were waiting on the vet to sign the prescription and for her to approve the order. The shipping charge was then removed on 4/9/19 which changed the order amount to $46.05, getting another authorization.

On 4/12/19 the customer emailed again regarding the 3 charges on her account. We responded that her order is still on hold pending her approval for the change of medication, and let her know that the new total on the order was $46.05. We should have this point called her so that we could call her bank to have the charges removed. Customer responded again that her bank is showing the withdrawals and to refund her immediately. At that point, the representative canceled the order.

On 4/14/19 the customer emailed again to refund immediately $51.04 from 3/23/19 and $35.78 from 4/12/19. Our representative responded that because the order was canceled on 4/12/19, those pending authorizations would fall off within 7-10 business days depending on her financial institution.

Customer was contacted by our Senior Customer Care Manager in order to rectify this. Two messages were left- one on 5/16/19 and one on 5/20/19 with direct information to be reached back. We are so sorry that we authorized her card multiple times and that we failed to offer an immediate solution of calling her bank for the funds to be released. Normally when an order is canceled, the funds are released back to the owner's account automatically within 7-10 business days. We confirmed with accounting and our IT department that the authorizations on her card were just authorizations and did not settle as an actual charge. On 5/22/19, the manager also emailed the customer directly letting her know we are so sorry about how her order was handled, let her know to contact us with help in anything further; and, we have applied a $25 merchandise credit to her account to use on any future order in the hopes of another chance of earning her business.

The company is not deleting my account as I have requested on several occasions.
I contacted the company several times, for 3 full days, to have my account deleted/closed. Each time I am told that my account is closed yet I can still login to the account and place an order. This is not okay. I get generic responses and nothing is being done to close my account. An account closure should also mean that I cannot login into the account and place an order. This is terrible customer service and really bad business.

Desired Outcome

I want my account closed for good!

1-800-PetMeds Response • Jan 17, 2019

We are truly sorry that the customer had to contact us numerous times to have her account deleted. Due to being a pharmacy, we cannot easily delete records but we had our IT department purge her account from our system so it no longer exists. She was emailed directly from management with a sincere apology and letting her know that none of her information exists in our system.

Customer Response • Jan 21, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
They finally completed my request after I submitted a Revdex.com complaint.

It has been 18 business days since I requested my refund. I still do not have my refund.
On Monday, Sept. 10, 2018, I placed an order for flea medicine for my dog. When I finally got the tracking information for my order for USPS, it showed that the box would be delivered by 8:00 pm on Friday, Sept. 14. The box did not come in on Friday. On Saturday, I went back to the USPS site and it now says that the order will be delivered by 8:00 pm on Monday Sept. I went to my vet and got 3 daily flea meds to hold me over to Monday. Since the box had not come in Monday afternoon, I picked up a 30-day flea med from my vet on the way home from work. And sure enough, the box did not come in by 8:00 pm. On Monday night at 9:00 pm, I called 1-800-petmeds and told him that I still did not get the box and whenever it did come in, I was sending the box back and wanted a refund because I had to purchase some flea medicine from my vet. The guy that I talked to suggested that I could keep the box and he would still refund my money, however, I told him that I would return it. I told him that there was a 100% Satisfaction Guaranteed and that I was definitely unsatisfied. He said that I would get a refund from 3 to 5 business days. He said to not open the box and return it to the Post Office and write "return to sender" on the box. The box did come in on Tuesday Sept. 18, however, I had already given my dog a 30-day flea med that I bought from my vet. Unfortunately, I had a bad flea problem with my dog and I could not take a chance on it not coming in again. On Wednesday, Sept. 19, I dropped the box off at the Post Office to be returned.
I called back on Friday, Sept. 28, because I still was not refunded my money, either by a refund to my bank account or a refund check. The person that I talked to said that it would take from 5 to 10 business days to get the refund. They said that I would have the refund by the following Tuesday.
On Wednesday, Oct. 3, I called back because I still didn't have my refund. This time, they checked my records and told me that since I had paid by check, they would have to print a refund check and mail it to me. I told them that I had set up payment on-line when I checked out for the order and it asked for a check number, so I entered a check number from my checkbook and then tore up the check to not use it. They said that the previous person that I talked to should have not said that it would take 5 to 10 business days to get the refund back from Sept. 17.
On Friday, Oct. 12, I called back and they said that the check was created and mailed on Oct. 3 and that the reason I haven't gotten my check yet was because Monday was a holiday and the mail was probably delayed because of the hurricane. So, I asked the woman if I should get the check by next Friday, Oct. 19 and she said she couldn't promise that it would.
My name is ***
My Customer # is XXXXXXX
My Order # is OXXXXXXXX
Total of Order was $104.99.

Desired Outcome

Since I was given some bad information and it was their fault that the refund check did not get created until Oct. 3, even though I requested the refund on Sept. 18 and it has been 18 business days, I think they should write me another check and send it to me Fed-Ex. This would guarantee for me to get the check and it will be trackable. Right now, they can not even prove that the check has been mailed or where it is. I think they at least owe me this.

1-800-PetMeds Response • Oct 19, 2018

Contact Name and Title: *** CS Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@1800petmeds.com
We are very sorry about the delay in the customer's refund. We are unsure why the refund check had not been received yet since it was mailed out on 10/3/18. Due to the delay, we issued a stop payment on that check, and re-issued another refund check in the amount of $104.99. We sent it FedEx overnight as he requested in the desired resolution. We called and confirmed the address he wanted it mailed to, and he provided his work address. The replacement check was delivered on 10/17/18 at 8:20am, and signed for by C. Hunt. We are very sorry about the delay in receiving the refund, and appreciate him allowing us to resolve this matter.

Customer Response • Oct 22, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
They responded to my complaint promptly. I suggested them sending me a check by FedEx to make sure that I got the check, and they did this. I got my check the following day.

completed an order from 1800petmeds.com and received a confirmation number. About two hours later I received an email that there was a issue with the
I completed an order from 1800petmeds.com and received a confirmation number. About two hours later I received an email that there was a issue with the order and they would not deliver until the issues is resolved. I attempted to contact this company several times and was told by Suzanne that they are not able to advise of the issue. No one there can advise of the issue. If they can not advise of the issue, how can it be corrected?

They refuse to ship an order and don't advise of the issue so that it can be corrected. *** and other companies don't have issues processing orders so why does 1800petmeds?

Desired Outcome

Correct your issue and deliver the order.

1-800-PetMeds Response • Aug 13, 2018

Thank you for the opportunity to explain what occurred on the consumer's order. We're sorry he felt the need to file a complaint, but our process is designed to protect consumers from potential fraud.

On the day in question, shortly after the order was placed, we sent the consumer an email asking that he contact us by telephone, and letting him know there was an issue with the payment. Had the consumer called as requested, we would have explained that, per our fraud protocol, since this was a first-time, large order, and his billing address was different than the shipping address, we needed to speak to him by telephone to get additional information. Instead of calling us as requested, the consumer first replied to the email and then, when advised once again that he needed to call, he cancelled the order and then attempted to place it again online.

Once again, based on our fraud protocol, the order did not go through, so he received another email requesting that he call. Once again, the consumer emailed us, stating that he did not have time to call. Next, he engaged in an online chat with one of our representatives who asked that he call, explaining that in cases such as this, we need to hear from the consumer before a suspected fraudulent order can be released. Instead, he once again indicated that he did not want to call and accused us of being a fraudulent company (which we obviously deny).

Shortly thereafter, the consumer placed the order for a third time, this time through PayPal. Due to our processing procedures through PayPal, this order would have gone through. However, the consumer once again canceled the order.

Upon receipt of this complaint, one of our Senior Customer Care Managers telephoned him but did not receive a response. She then contacted him by email, apologizing and explaining exactly what had happened. She also let him know that, since we were able finally to see that the shipping address was a confirmed address on PayPal, we would now be able fulfill the order. She also indicated that because of the inconvenience, we have issued him a $50 merchandise credit which he could apply to his order, should he choose to place the original order, or another one, again. As of the writing of this response, we have not heard back from the consumer.

Customer Response • Aug 21, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The company is rude. I "felt the need to file a complaint" because the company would not advise of the issue over email or live chat. I was working and could not call. Besides, do they know what I sound like? What is the difference from a phone call or advising with live chat or email or the issue as they don't know what I sound like. It was not like I was shipping to another country or State or even another City. I was shipping to a safe location just a few miles from the billing address due to packages being stolen from the billing address, I ship to another location. Had the live chat agent or email agent advised of the issue, I could have advised of this. To reiterate, 1800PetMeds does not know what I sound like so what is the difference for having a person call when fraud it suspected? I have shopped elsewhere and that company had no issues with processing the order.

1-800-PetMeds Response • Aug 27, 2018

Once again, we are sorry that the customer is upset with the way we handled his situation. As we explained, it had to do with a different billing and shipping address, on a first-time large order. Our fraud protocol is in place for the security of our customers as well as our own as a business. We in no way intended to inconvenience the customer and will certainly review the way the email and live chat was handled to better train our front line employees. We would like to point out that once we have established a ship-to address to a payment method for any customer, no further orders to that same address will be questioned.

We have had much success with the way our fraud protocol is set up, eliminating a high amount of potential fraud at the order stage. While no method is 100% foolproof, we believe that most customers in this situation appreciate the added layer of security, but since we strive to provide fast, easy, helpful service, we will continue to review the process as needed. As we indicated originally we applied a $50 merchandise credit and hope that the customer will try our service again.

contacts made to company being ignored & will not return original prescription
5/28 order placed
5/30 company needed script, so the original script was mailed to them
6/7 received email stating script not rec'd
6/7 emailed company letting them know script was mailed
6/8 no response from company
6/12 emailed company again to follow up
6/13 no response from company

Desired Outcome

if you are not going to fill my order, you must return my original script (as you know i cannot get a replacement script) unless you pay for a vet visit

1-800-PetMeds Response • Jun 26, 2018

Immediately upon receipt of this complaint, a Customer Care Manager reached out to the customer and stayed in communication until the matter was resolved. Unfortunately, we did not receive the mailed-in prescription but after communicating with this customer, we were able to get verbal authorization from his veterinarian to dispense the medication that was ordered. And it was shipped overnight to the customer at no charge. We are very sorry for the experience this customer had and hope that he will give us another chance to serve him. We have applied a $20 merchandise credit to his account. Again, we are very sorry for this customer's experience with our company.

Customer Response • Jun 28, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the credit!

Since I got my dog Roxy in November 2016, I have been giving her punctually, every month Heartgard. Purchased from this site.
Since I got my dog Roxy in November 2016, I have been giving her punctually, every month Heartgard Plus. For my surprise, she tested positive for Heartworm on March 2018.

Now my dog is sick and and I am paying out of my pocket for a very expensive treatment.

I had file my claim with this website 3 times already, and no resolution or responses.

I have gather all the evidence of my allegation.

Desired Outcome

I have been buying this bad medication since 2016, my dog still got infected and now I am paying an expensive treatment out of my pocket. Estimated medical cost at the end of the treatment $1,500 Want the company to cover the claim that was filed in March 2018.

1-800-PetMeds Response • Jun 14, 2018

We apologize for the delay in sending a reimbursement check to this customer. We did send a check to the customer by overnight mail that was scheduled for delivery on Saturday, June 9, 2018, although there was a problem with delivery by FedEx and it was not delivered until Monday, June 11, 2018. As of the writing of this response, the check has not been cashed We have to point out, however, that as of March, 2018, we were only supplied proof of actual costs in an amount much less than the amount listed in the complaint. And we did reimburse for those actual costs to date, and we also fully refunded for the products purchased. We do have a posted limit on reimbursement for heartworm ailments, which we have already exceeded with this check. However, if the customer would like to send in proof of more actual costs, we will review, although we cannot assure that we will be able to reimburse for more costs, since as already stated, we have already exceeded the posted limit. Once again, we are very sorry for the delay in sending the check. Shortly before the submission of this response, we received an email from the customer indicating that she does not intend to cash the check. We have already reached out to the customer to discuss her concerns and to ensure she is satisfied. We intend to work out all legitimate concerns with the customer. We are waiting for a call back from her.

Customer Response • Jun 21, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
We got reimbursement for the 2 initial invoices from Roxy's treatment. She is only half of the way on her treatment, but this company promised to reimburse for the next 2 dosis when we get billed.
Therefore, our office won't accept the response until all the actual costs are covered.

Customer Response • Jul 20, 2018

Good Afternoon,

I would like to inform you that we received the final payment from 1-800Petmeds. The complaint now can be closed.

Thank you so much for your intervention, without Revdex.com's help, we would be still trying to collect something from the said satisfaction Guaranteed.

1-800-PetMeds Response • Jul 20, 2018

We had already agreed to do this, and as of the writing of this response, FedEx has indicated that the check has been delivered to the requested address. Again, we apologize for the issues that led to this complaint.

Repeated issues causing delays in receipt of dog's medication.
Every time I order dog's medication from this company, I put my brother's name on the "shipped to" address because he's the owner of the dog and he's the name under which the vet has the dog's record. I only put my name on the order as the one paying for the medication. After I submit my order, my order gets changed to show my name as owner causing delays at the vet because they can't find dog's record. I was told to make sure that my brother's name was listed as dog's owner on my profile on their website, which I did. Less than 24 hours later, the name of owner has been changed on MY profile. I have contacted them regarding this issue of information on my orders and profile getting changed without my permission and they seem reluctant to fix the issue. I even asked to receive a copy of the authorization sent to vet to ensure that it was correct and was told I couldn't receive that, which I have requested and received in the past.

Desired Outcome

I want this company to fix the issue of changes being made to customers' orders/profile. If this issue continues, I would expect to receive some kind of credit for the delays I experience when ordering dog's medication, which he needs on a daily basis.

1-800-PetMeds Response • Jan 23, 2018

We are very sorry for this customer's issues. It is due to the fact that the account in our records was under her name, and the "pet owner" defaults to the account holder's name. So when we automatically sent requests for authorization, it listed her as the pet owner. In order to stop that from happening, the account holder has to be listed as her brother who is the pet owner, which we have done, and we apologize since our previous attempt to do that seems to have upset her.

There is no problem with this customer continuing to pay for the medications, as she wishes to do, but the account has to be in her brother's name whenever the order is for a prescription medication. That way, the request to the treating veterinarian will have the proper pet owner's name and that should prevent any further delays, assuming the veterinarian approves the request.

Again, we believe we have solved the issue by putting her brother's name on the account. Also, for this customer's inconvenience, we have placed a $20.00 merchandise credit on the account. We sincerely apologize for this problem.

Customer Response • Jan 25, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see any $20 credit on my account even after adding something to the cart and attempting to checkout. They need to be more clear about where the credit is online or tell the truth.

Customer Response • Feb 20, 2018

I was told that the issued had been resolved by adding my brother *** name to account. Today I submitted an order and everything was as it should be, correct name for owner of pet and total was 12.62. A short time later the name on account reverted back to the way it was before they added *** name and the total doubled. While on their chat with customer service, the second total doubled (12.62 to 32.62 then 60.62). They kept telling me to refresh my screen or sign out and back in but nothing changed. This has caused repeated issues with my vet office because of the incorrect name. They even suggested I cancel order and resubmit but that would mean they could take back the $20 credit that they gave me last month for all these issues that still exist.

1-800-PetMeds Response • Feb 28, 2018

Once again, we are sorry for this customer's issues. We honestly believed that we had fixed the issue. We have made further changes to the account, and put notes in it, prominently, so that anyone working it will know what should and should not be done. For the customer's information, the account MUST remain in her brother's name. There is no problem with her paying for the merchandise. We would note that the customer was able to use the $20 credit on the last order, and we would never take a credit back. We want to thank this customer for her patience as we attempted to figure out what had happened, and what we could do to hopefully fix the issue permanently. Once again, we believe we have remedied it. If the customer has any problems, she merely has to ask for a manager to be put on the line to help. We hope she will continue to give us the opportunity to be of service.

I sent a check for $166.43 to purchase a product. I cancelled my order. I requested a refund. They deny having the check but I have cancelled copy.
I placed an order online for flea medication for my dogs. I indicated I would send in payment and a hard prescription. I sent in a Rx for one of the dogs. The business called and said they could not accept the Rx. I called them and said to go ahead and cancel the order because it was taking too long. I requested a refund. They denied receiving payment although I repeatedly sent the cancelled check showing they had cashed it.

Desired Outcome

Full refund.

1-800-PetMeds Response

We are very sorry for this customer's experience with us. As soon as we received this complaint, a Customer Care Manager contacted her, but did not get a call back. We would point out that a refund check was sent, prior to our receipt of the complaint, and that as of yesterday, the check was cashed. We would also point out that several attempts were made to contact the customer, prior to her filing of this complaint. The issue was caused by the lack of a valid prescription for some of the medications ordered, which prevented us from shipping them. Also, one of our Customer Care Representatives failed to review the notes in the customer's record which indicated the issue, and she has been counseled. Again we are sorry for this customer's poor experience with us. We strive to provide exceptional service, something we did not accomplish here. We hope that the customer will give us another opportunity to be of service to her and her pets, and we have placed a merchandise credit in the amount of $25.00 toward her next possible order.

Customer Response

(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the efforts made but the discussion above is not entirely correct. I am letting it go and moving on to a different company.

1-800-PetMeds Response

With all due respect, we believe that our response is accurate. We are sorry that this customer does not agree, and we invite her to let us know what is not correct. We would like to keep her as a customer and would be more than willing to review our records again based on her comments.

Failure to honor price quoted
Have ordered same pet meds for my dog prior. Quoted 52.35 for a med for my pet to both my vet and to myself over web chat. This price was inaccurate after wasting almost 45 minutes of my time patrcia who claimed to be a manager put me on numerous holds and then told me her she couldn't help after the "mistake" and the price is what it is. Per bottle not for two. Nothing was offered for this . I want a call back from the corporate office and refused to let me speak to someone higher. This is why I will no longer shop 1800petmeds.

Desired Outcome

store credit for two bottles, corporate call back

1-800-PetMeds Response

We are very sorry for this customer's experience with our company. Immediately upon receipt of this complaint, one of our Customer Care Managers reached out and spoke to the customer, apologizing to him. She also gave him a merchandise credit in the amount of $52.35 for a future order. She gave him her direct contact information in case he wanted to deal with her directly. He indicated that he was satisfied. Again, we apologize for this customer's experience with us.

Customer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

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Address: 420 S Congress Ave STE 101, Delray Beach, Florida, United States, 33445-4693

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+1 (561) 526-4445
+1 (800) 600-8285

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