This is my first order with this horrible company and my last order. I bought a product at California pet Pharmacy. First order. They did not tell me they were taking out an authorization charge which was deducted from my bank account in addition to the payment. Both same amounts. I called and their customer service is rude and with the attitude of "we could care less about your problem" CS lied to me and told me that the authorization charge amount should not be taken out of my account. But it was and my account was overdrawn. The bank even told me it was taken out.
ID: [redacted] February 28, To Whom it May Concern: In response to ID number [redacted] , since the client informed us that she has not received the package even though the tracking is marked delivered, we have filed a case with USPS and they will set up an investigationA USPS representative will be contacting the client within the next 24-business hours with more informationSince the order was never cancelled, it was still pending so we continued with the orderAfter receiving the authorization from the veterinarian, we charged the client, filled and shipped the medicationThe client attached our FAQ that mentions how clients will “receive the product in 24-business hours.” We were not able to open the attachment but no where on our FAQs page does it say clients would “receive the product in 24-business hours.” The only question in our FAQs page that the client may be referring to is FAQ #3: “How quickly will my order ship from your facility?” with the answer “...Rx orders generally ship - business hours after we receive the authorization for the Rx item(s).” The order was authorized on February 21, (Tuesday) and shipped within 24-business hours on February 22, (Wednesday)This processing period is advertised on our website and is also attachedThe order was processed and shipped within the time frameThe client also states that she did not remember the name of the pharmacy that she ordered from and yet in her first response she specifically states the day she placed the order and how she called her vet’s office to ask if we had contacted them, showing us she is aware of which pharmacy she had purchased fromWe cannot be held reliable to how the client “assumed whomever [she] ordered it through, the website didn’t work and it didn’t go through.” The client also states that she “made an effort to cancel” the order but the only way an order is cancelled is if the client calls or emails us to cancel itThe client did not contact us to cancel the order, so the order was fulfilled and shippedKind Regards, Customer Service California Pet Pharmacy [redacted]
Complaint: [redacted] I am rejecting this response because: I first, continue to have NOT received this productSecondly, your website says you care about healthy pets, yet I placed this order with you days ago and still have not received the medication, but was chargedI'm enclosing your own FAQ's that says I would receive the product in 24-business hours which is so misleading on your part.Trust me, I would have cancelled the order, had I remembered what online service I purchased it through...I had no email to reference and no charge on my account to get the name I assumed whomever I ordered it through, the website didn't work and it didn't go through I did make an effort to cancel but with nothing to reference, it's impossible as there are multiple online pharmacies I just can't believe I chose the one who truly didn't have a sense of urgency around my pet's prescription Thankfully it wasn't life-threatening If I need to contact my lawyer, I will It's about principle now [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/08/28) */ Hello, thank you for contacting California Pet PharmacyIn regards to case#XXXXXXXX I have further investigated your claim and apologize for the inconvenience you have experience using our companyWe do strongly implement our Inclement Weather Policy that states: "If you live in a region that exhibits extreme hot or cold temperatures we recommend you choose the express overnight shipping methodCalifornia Pet Pharmacy is not responsible if the content(s) of your package undergo inclement weather as this is out of our controlIt is the client's responsibility to consider current weather conditions when ordering medications." This policy is posted on our website under our "Shipping Information"I completely agree that freezer bubble wrap would be a great solution to this problem, but that additional packaging would increase shipping cost dramaticallyOf course as you may have noticed, our pricing is very competitive compared to other Vet-Vipps accredited online pharmacy's and we do understand that several of our clients live on a fixed incomeSo with that said we do try our best to provide the lowest rates for shipping; trying to help our clients save wherever they canIn conclusion the only way to insure your package and avoid any other future mishaps is to pay out the cost for another form of shipmentAlso per FDA regulations we may not do returns on perception items; this policy is also posted on our websiteAgain, we do apologize for the inconvenience this has caused you Kind Regards, Customer Service Rep California Pet Pharmacy "Healthy Pets are Happy Pets" www.californiapetpharmacy.com telXXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate California Pet pharmacy responding, I feel that if they truly have their customers interest at heart, instead of directing them to a weather policy website, their reps could just inform them that through regular mail, the meds will most probably arrive hot and therefore unusableIf I had been informed of the options I could choose, I'm sure I would have opted for a viable oneHow many customers are really going to go and read their lengthy policyI'm sure their reps are acquainted with it and could take a minute to inform us Final Consumer Response / [redacted] (3000, 12, 2015/09/04) */ I previously thought I could have the meds delivered to my wife's place of employment, but she informed me that they are not allowed to do thatThis wouldn't be an issue if Califormia Pet Pharmacy had been up front with me and informed me that in all probability the heart meds would be hot knowing I lived in the [redacted] areaI would gladly had informed the rep that the temperature was at degreesShe, instead, said I should have read their weather policy.I would have opted not to buy the meds until the temperature here had dropped considerablyI know that making a sale is important to them, but losing a customer is notI strongly feel that Pet's management should direct their reps to practice transparency by informing their customers that the meds will be rendered useless if they arrive in the hot mail box during extremely hot daysI had just ordered some cupcakes from New York and they arrived cool because they were wrapped in frozen bubble wrapI would probably opted to do the same for the meds, but I was never give that choice
Complaint: [redacted] I am rejecting this response because: It says qty - which was interpreted by me the consumer as 1qty of the month supply and also 20mg per tablet also interpreted by me the consumer that the per tablet was the mg per tablet not the price (see photo below as a screenshot from your website)In addition when I spoke to the manufacturer and reported you to them they stated the month supply box was not to be opened and sold individually and that was illegalThey stated they don't even sell the product to your pharmacy and you receive it in an illegal means thru a 3rd party Sincerely, [redacted] ***
February 27, To Whom it May Concern: In response to ID number [redacted] , the client placed her order on February 6, The client never contacted us afterward to let us know that she would like to cancel her order and use a different online pharmacy insteadAt any time after the order was placed and before the order had shipped, the client could have emailed or called us to inform us to cancel her order and we would have easily done soThe client is aware that she had placed the order, so she should have known that there was an order pending with us even if she had placed an order with a different pharmacyOrders do not just disappear after being placed, they are either fulfilled or cancelledAt no time did the client reach out to cancel the order so we continued to reach out to the veterinarian’s office and fulfill her order The client mentions that we did not call her veterinarian during the next business dayOur website states that we contact vets “within business hours of the order being placed” (Delivery Turn-Around Time attached)On February 7, we contacted her veterinarian via faxThe veterinarian was contacted a total of three times before receiving the authorization on February 21, The veterinarian may not have received the original fax that was sent, but on February 21, they received, approved, and faxed back the prescription, thus giving us authorization to dispense the medication to the client The item the client ordered, Optimmune 3.5g (not Optixcare Plus; original invoice attached) is a prescription itemThe client received the item on February 25, at 11:57am, as seen on the tracking informationThe client would like for us to accept a return but as stated on our website and also attached (Return Policy), we do not accept returns on prescription medications due to FDA regulationsTherefore, we would not be able to satisfy the client’s desired settlementThe client was made aware of this when she called us on February 23, We suggest to the client to keep the medication, because the veterinarian has prescribed it to her pet (even after prescribing the one from the other pharmacy), so the pet may continue to need it after the first tube is finishedKind Regards, Customer Service California Pet Pharmacy [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ We sent the clients two emails informing her that the order was on back-order and asking whether she wanted to hold the order or cancel and refund itHer first response was it hold it and the second was to cancel itWe cancelled and credited the client's order on 4/14/ Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolut lieThey never let me know that the items were unavailable until I tried to call them twice after more than weeks of nothing and after I send them two emailsTheir final response was: The items are on "slight" back orderI also never told them to hold the order, I cancelled it right awayI got credited, but lost about 1/weeks which was a pain in the ***This company is very unreliable, no honest people there
Complaint: [redacted] I am rejecting this response because:They are still plain wrongCommon sense dictates they are just wrongI did not input an old address for shipping and then turn around and input my correct address for billingPlease! Who would do that? It's beyond ridiculous for them to suggest that is what happenedThey admit that they had to have visa intercede because the addresses did not match when they went to charge me for the orderCase closed! They are absolutely 100% responsible for their screw up and need to be held accountable and refund my money COMMON SENSE PEOPLE, COMMON SENSE!!!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We have tried contacting the client in regards to their orderWe would like to resolve the issue by crediting the client the cents for postage and provide the client with free priority shipping on the following orderOnce we have the client contact us with payment information we will be more than happy to issue a credit Kind Regards, Customer Service Department California Pet Pharmacy "Healthy Pets Are Happy Pets!" www.californiapetpharmacy.com telXXX-XXX-XXXX Complaint Response Date bumped because: Holiday
Complaint: [redacted] I am rejecting this response because: I was not harrassing them, I was being proactive and following up on an important medication that was needed to treat my petThey cancelled and refunded my order delaying treatment for my animal because they were upset about me posting negative feedbackIf I had let them handle it it probably would've been weeks before receiving the medicationI was trying to make sure my pets medication would go out as soon as possibleI was not rude, I was factual in my calls to reps, and also in my reviewsI did not post profanityMy feedback was word for word what occurred and what I had experiencedThey are assuming that I could've gotten this medication locallyNoMy vet couldn't order it in their portal, it wasnt stock, I called over local pharmacies and had to go the online route which, I was already anticipating a delay with shipping which is why I paid extra for shippingThey weren't empatheticThey were rude hust like in this reply saying that it's not dog toys it's medsExactlyIsn't a medication for treatment more important? They didn't like the negative feedback and me sharing it with buyers that should beware so they took it out on my animal and cancelled my order and delayed medical treatment for my animal because of negative feedback which is unethicalI didn't hang up on anyone, I answered their questions, I made the calls back and fourthThe customer did all the work beteeen the pharmacy and the vetThat's not rightMy vet has even mentioned how unsatisfactory this pharmacy isI surely can't be the only one with a rating of an F with the Revdex.com.Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me because I don't have the time and energy to keep this back and fourth battle goingThe pharmacy called to confirm I still wanted my order, I confirmed I did, and because I updated my feedback and said it was "laughable" because I was told previously by a CSR that they receive 100s of orders a day, and they don't have time to call the vet but yet they had time to call me to confirm I still wanted my orderI mentioned 1800petmeds in my review as an alternative pharmacy for potential customers to go through as I have never received good customer service from this business and that is what is most frustrating with this situationEven in the response with the Revdex.com they're assuming I could've gotten the med locally, and then saying they're not shipping dog toys? They are the rudest company that I've ever dealt withI received the medication with another online pharmacy within business days total without paying expedited shipping and they were nothing but professional and offered great customer serviceIt's no wonder california pet pharmacy has an F rating and Petmart pharmacy has an A ratingSincerely, [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/10/16) */ Hello, And thank you for contacting us about your orderIn regards to your dispute we do apologize for the inconvenience you have experienced using our companyIt does seem like you did contact us about your medication being a "little rough" and indicated you had already unpackaged the medicationAlthough the chews might be a little rough, it doesn't mean they would be ineffectiveBecause the medication had already been opened and used we wouldn't be able to do any kind of exchangeNormally the chewable are not gummy so they do tend to be a little irregular in textureIt also seems like you had contacted us about the medication being "rock hard" three months after it had already been received by you, so that may have been caused by not storing the medication properlyAgain we apologize for the inconvenience Kind Regards, Customer Service Rep California Pet Pharmacy "Healthy Pets Are Happy Pets!" www.californiapetpharmacy.com
Complaint: [redacted] I am rejecting this response because: I was not aware of the pharmacy I chose...I called my Vet to see if ANY PHARMACY had called them...My VET CLEARLY STATED THAT NO PHARMACY HAD CONTACTED THEMI can provide proof of this I know when I placed the order because it was the same day as my VET APPOINTMENTWhat I didn't have is the information from the pharmacy I chose If this pharmacy would have SENT ME ANY COMMUNICATION, I would have known this information Sincerely, [redacted]
August 2, 2017To Whom it May Concern:In response to ID number [redacted] , the client can say all she wants in what she thinks she was doing but that doesn’t change how the company was harassed and attackedThis is why we could not dispense medication to herWe did not want to continue this relationship with Mrs [redacted] since she harassed and attacked usMrs [redacted] did NOT post any profanity or use it in her conversations with our representativesWe never accused her of thatHowever, she did give our CSRs attitude and you can see from her review of us, she was unhappy because we processed her Rx order in hours, even though it was in our time frameAdditionally, her husband was the one who used profanity and left a voice message with profane and foul languageOnce again, Mrs [redacted] can say all she wants in how she doesn’t think she was rude to our representatives, but that doesn’t change the fact that our representatives were disrespected by her rude demeanor and harsh toneAll we wanted was clarification.Pet medication is more important for a pet to have than a pet toyBecause of this, we cannot simply put medication in a box and ship it outThere is a protocol that has to be followed to process a prescription medicationThis is why we have a processing period of 24-business hoursEven with this processing period, we were ready to ship out Mrs [redacted] ’s medication on July 20, 2017, one day after her order was placedWe were able to ship out Mrs [redacted] ’s medication as soon as possible had it not been for her attacks toward usSince we had her medication ready to ship in hours, why does Mrs [redacted] have so much hostility towards us? There was never a time that we mentioned we were “upset about [Mrs [redacted] ] posting negative feedback.” Mrs [redacted] can reread our first response; we JUST asked for clarification if she still wanted her orderWe never asked her to take down her review, we were polite and accommodating towards Mrs [redacted] , and again were ready to ship her order within hours of when it was placedAll we wanted was clarification since she references another company to purchase medications fromImmediately after confirming she still wanted the order, she called us “laughable.” As a responsible company, we were doing what was needed to complete Mrs [redacted] ’s order, but were laughed at and harassed for it.We cancelled and refunded Mrs [redacted] ’s order because we felt harassed even though we were processing her order correctlyWe were not doing anything incorrectly in processing her orderIt is obvious to us Mrs [redacted] feels one way and we feel another wayWe respect her feelings but we do not have to agree with themWe respectfully wish her the best.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Hello [redacted] , Thank you for contacting California Pet PharmacyIn regards to your order we do apologize for any incontinence you have encountered, there was further investigation done on your complaint as far as the google site stating we sold a 6pak of Nexgard for + shippingThat information can be confirmed by looking up the Nexgard product via google searchHowever! Google is a third party web witch we have no control over how they display the products we dispense; so that's why we were unable to honor that price adjustmentOn our website (Californiapetpharmacy.com) the prices do very on the Nexgard depending on the quantity you are requestingSo please always reference our direct website for pricing, for we do not associate ourselves with third party websites Kind regards, Customer Service Rep California Pet Pharmacy "Healthy Pets are [redacted] Pets" www.californiapetpharmacy.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of whether Google would be considered a third party or not, the California Pet Pharmacy should be held accountableSince it's their product being advertised, they have the responsibility to monitor those advertisements and ensure it's being advertised correctlyIf not, they will continue getting orders under pretenses Also in their response they stated 6-pk NexGard whenever I reported a 3-pk Not once did they apologize for their rude & arrogant employees Final Business Response / [redacted] (4000, 9, 2015/08/21) */ Thank you for contacting California Pet PharmacyIn regards to case# XXXXXXXX, we will be unable to provide you with a refund for the medication that was dispensed and delivered to youConfirmation emails are sent anytime you place an order, verifying pricesThe invoice sent via email was a clear indication of what you were going to be chargedWe have contacted Google asking to make the correction to the prices and we have received notices that states, correction would be made soonIn regards to the phone conversations you had with one of our reps, I did take the liberty of listing to that recorded conversation and not once did our representative display the actions that you had statedFurthermore, if you do have more medication on file to be dispensed and you no longer would like to use our services we would be able to transfer that prescription to another pharmacy of your chose Kind Regards, Customer Service Rep California Pet Pharmacy "Healthy Pets Are [redacted] Pets!" www.californiapetpharmacy.com
July 31, 2017To Whom it May Concern:In response to ID number [redacted] , the customer was disrespectful to our staff and demanded that her order was to be sent out ASAPShe did not realize it takes a processing period of 24-business hours from when we receive the authorization from the vet This information is available for our clients who use our websiteIt is under “Shipping Info” in the top right corner.We are dispensing prescription medications not shipping pet toys, so we do need time to process the orderMoreover, she ordered tablet which she could have easily obtained from her local veterinarian if she was in that big of a rush.As a new client who placed an order on our website, it would’ve benefited Mrs [redacted] to take a look at the shipping information that was available on our websiteThe authorization was received on the the same day as the order was placed, July 19, Afterward, we started to process the orderMrs [redacted] called CPP shortly after the authorization was received from her vet and spoke to one of our representativesThe representative informed Mrs [redacted] that the order would most likely go out on July 20, 2017, instead of July 19, 2017, due to the processing periodShe was very rude and demeaning to our customer service representative (CSR) and hung up the phone.After this encounter with our CSR, Mrs [redacted] posted a review on Google and Facebook which lead us to believe that she may not want us to ship her order anymoreMrs [redacted] advertised for everyone who read her review to go to 1-800-Pet-Meds, which made us think that she may want to use their pharmacy insteadWith this sentence in her review, we did not want to make the mistake of sending out her medication if she actually did not want itIf this were to happen, it would’ve created a more difficult situation for Mrs [redacted] and we did not want that to happenOn July 20, 2017, we gave Mrs [redacted] a call to verify if she still wanted us to ship her package outWe left a voice message and she returned the call promptly, informing us that she did want the package to ship out.We were ready to have her order shipped out, and saw that Mrs [redacted] updated her review and mocked our CSRs, calling us “laughable”However, we did not agree with Mrs [redacted] All we were doing was communicating and asking her questions that were vital for her order since she uploaded a ambiguous reviewAt this point, due to Mrs [redacted] ’s behavior toward our CSRs and the company, we decided to refund her money and cancel the order.As a company, we felt that we were being attacked for verifying important information from Mrs [redacted] With each of her updated reviews, we felt as if Mrs [redacted] was harassing the companyWe didn’t know what else could have happened if we were to actually ship the order outWe made the decision to cancel the order and refund her immediatelyWe were not going to fulfill an order for a client who harassed and attacked us.On the evening of July 20, 2017, after we informed Mrs [redacted] her order was cancelled, we received a call from Mrs [redacted] ’s husbandHe left a voice message cursing (f [redacted] you, etc.) and using foul language, demanding for us to send the order outWe gave him a call back the next day (July 21, 2017) and left a messageMrs [redacted] called back shortly after and spoke to one of our representativesShe asked for information of the refund and explained to the representative what had happened with her order.To summarize, Mrs [redacted] ordered her pet medication on July 19, and we had it ready to ship on July 20, We do not understand how she could have possibly been that upset to harass and attack us through social media, and have her husband call and curse at us, when all we’ve done was process her order to ship out within our time frame.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com [redacted]
ID: [redacted] April 6, To Whom it May Concern: In response to ID number [redacted] this client’s complaint is in regards to her order’s processing periodAs stated on our website at the time of purchase, our processing period is 24-business hoursOur processing period is also attached for referenceThe client’s order was placed on March 10, and the authorization for the medication was received on March 13, After receiving the authorization, we made an attempt to charge the client’s credit card but it declinedWe contacted the client and she did not respond to us with new credit card information until March 15, Once the account was billed, we began our 24-business hour processing period The client also states that we did not contact her in regards to the medication being on backorderWhile we do acknowledge we did not contact the client promptly, we are a growing online pharmacy and we fill hundreds of orders dailyWhen a highly demanded medication, such as Vetmedin, becomes limited in stock, we try our hardest to contact all clients within the processing period Monday, March 20, was the last day of the order’s processing periodThis day was also when the client contacted us for her the status of her orderOn that day, the medication was on a manufacturer back-orderWe informed the client that we were waiting for the manufacturer to send us the next shipmentWe informed the client of the options we had and the client opted to switch to a mg size we had in stockCoincidentally, on the following day, the mg size the client wanted came back into stock and the client was contacted in regards to itWe offered the client Priority shipping (2-Business days) for the delay in the orderThe client paid for standard shipping (4-business days) and the backorder delayed the order by one day, so we offered priority to make up for the extra day her order spent in processingThe client insisted that we ship her order via overnight shipping but we informed the client that priority was all we we were able to offer herIn the end, the client agreed for us to ship her order via priority shipping and the original order was processed and shippedWe apologize for the experience that the client had with us, we only wish that it had gone smoother than it didUnfortunately, manufacture backorders are something we have no control overHowever we have fulfilled the client’s request for the refund of $which was processed today Kind Regards, Customer Service California Pet Pharmacy [redacted]
In response to Complaint: [redacted] , as the client says that each “order has to be input completely by the customer including the home address ” Therefore, the client inputted his home address completelyYes, the client has a total of orders with us, the fifth order being the one the complaint is aboutIn all of the previous orders, the client has never once shipped to this address: [redacted] ***-***And yet, the client says that he ordered a medication with us years ago that shipped to the aforementioned address and asserts that is how the package shipped there this timeThat is absolutely impossibleThe day the client placed the order is the first time we received that address into our systemHe has never before placed an order with us with that addressIt’s possible that he’s getting us mixed up with another online pharmacyThe only way we’d ship to that address is if the client inputted the address himself, which he did, as he mentioned in his responseThe client says that “Visa would not approve a charge where the billing address was incorrect,” but they have because we’ve successfully charged the orderThe billing address does not match with the one that is associated with the credit card, but Visa allowed the charge to go throughIf the client has an issue with that, then he would need to contact his credit card company since they allowed us to charge his credit cardWe did not “screw up” nor do we owe the client a refundWe’ve never had that address on file until the client placed the orderWe are not refunding the clientThe order was dispensed and delivered to the address the client provided us, thus completing the goods and services the client paid forWe were aware that the client’s pet may have been running out of medication, it is why we wanted to help him place another order to ship to the correct addressHowever, the client declined, leading us to believe he will find another means of acquiring the medication
There is a reason they have a "C" rating with the BBB. I placed an order on June 17th and placed the prescription in the mail the next day. On June 24th I reached out to ask them to cancel the prescription...if it wasn't mailed because we had to make other plans. I had heard nothing from them. Then, I get a "nasty" email, from Nicole, telling me I must think they will send me controlled substances (it was an antifungal) without a prescription...giving them an excuse to charge us $10.00! They didn't ask me if I sent the prescription or ask me what happened...just start making baseless accusations...so they can get 10 bucks for a cancelled order. They made $10.00 this day but they will never make another dime off me. I hope others will see this review and stay clear. They force you to give a review right after your order...so reviews on their site are not accurate. I left a positive one...hoping for the best. I never assumed they would fill my order without a prescription. It's hard to believe they have any return customers and are still in business. I would rather pay a little more, get my actual prescription and keep my self respect.
ID: [redacted] February 28, To Whom it May Concern: In response to ID number [redacted] , since the client informed us that she has not received the package even though the tracking is marked delivered, we have filed a case with USPS and they will set up an investigationA USPS representative will be contacting the client within the next 24-business hours with more informationSince the order was never cancelled, it was still pending so we continued with the orderAfter receiving the authorization from the veterinarian, we charged the client, filled and shipped the medicationThe client attached our FAQ that mentions how clients will “receive the product in 24-business hours.” We were not able to open the attachment but no where on our FAQs page does it say clients would “receive the product in 24-business hours.” The only question in our FAQs page that the client may be referring to is FAQ #3: “How quickly will my order ship from your facility?” with the answer “...Rx orders generally ship - business hours after we receive the authorization for the Rx item(s).” The order was authorized on February 21, (Tuesday) and shipped within 24-business hours on February 22, (Wednesday)This processing period is advertised on our website and is also attachedThe order was processed and shipped within the time frameThe client also states that she did not remember the name of the pharmacy that she ordered from and yet in her first response she specifically states the day she placed the order and how she called her vet’s office to ask if we had contacted them, showing us she is aware of which pharmacy she had purchased fromWe cannot be held reliable to how the client “assumed whomever [she] ordered it through, the website didn’t work and it didn’t go through.” The client also states that she “made an effort to cancel” the order but the only way an order is cancelled is if the client calls or emails us to cancel itThe client did not contact us to cancel the order, so the order was fulfilled and shippedKind Regards, Customer Service California Pet Pharmacy [redacted]
Complaint: [redacted] I am rejecting this response because: I first, continue to have NOT received this productSecondly, your website says you care about healthy pets, yet I placed this order with you days ago and still have not received the medication, but was chargedI'm enclosing your own FAQ's that says I would receive the product in 24-business hours which is so misleading on your part.Trust me, I would have cancelled the order, had I remembered what online service I purchased it through...I had no email to reference and no charge on my account to get the name I assumed whomever I ordered it through, the website didn't work and it didn't go through I did make an effort to cancel but with nothing to reference, it's impossible as there are multiple online pharmacies I just can't believe I chose the one who truly didn't have a sense of urgency around my pet's prescription Thankfully it wasn't life-threatening If I need to contact my lawyer, I will It's about principle now [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/08/28) */ Hello, thank you for contacting California Pet PharmacyIn regards to case#XXXXXXXX I have further investigated your claim and apologize for the inconvenience you have experience using our companyWe do strongly implement our Inclement Weather Policy that states: "If you live in a region that exhibits extreme hot or cold temperatures we recommend you choose the express overnight shipping methodCalifornia Pet Pharmacy is not responsible if the content(s) of your package undergo inclement weather as this is out of our controlIt is the client's responsibility to consider current weather conditions when ordering medications." This policy is posted on our website under our "Shipping Information"I completely agree that freezer bubble wrap would be a great solution to this problem, but that additional packaging would increase shipping cost dramaticallyOf course as you may have noticed, our pricing is very competitive compared to other Vet-Vipps accredited online pharmacy's and we do understand that several of our clients live on a fixed incomeSo with that said we do try our best to provide the lowest rates for shipping; trying to help our clients save wherever they canIn conclusion the only way to insure your package and avoid any other future mishaps is to pay out the cost for another form of shipmentAlso per FDA regulations we may not do returns on perception items; this policy is also posted on our websiteAgain, we do apologize for the inconvenience this has caused you Kind Regards, Customer Service Rep California Pet Pharmacy "Healthy Pets are Happy Pets" www.californiapetpharmacy.com telXXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate California Pet pharmacy responding, I feel that if they truly have their customers interest at heart, instead of directing them to a weather policy website, their reps could just inform them that through regular mail, the meds will most probably arrive hot and therefore unusableIf I had been informed of the options I could choose, I'm sure I would have opted for a viable oneHow many customers are really going to go and read their lengthy policyI'm sure their reps are acquainted with it and could take a minute to inform us Final Consumer Response / [redacted] (3000, 12, 2015/09/04) */ I previously thought I could have the meds delivered to my wife's place of employment, but she informed me that they are not allowed to do thatThis wouldn't be an issue if Califormia Pet Pharmacy had been up front with me and informed me that in all probability the heart meds would be hot knowing I lived in the [redacted] areaI would gladly had informed the rep that the temperature was at degreesShe, instead, said I should have read their weather policy.I would have opted not to buy the meds until the temperature here had dropped considerablyI know that making a sale is important to them, but losing a customer is notI strongly feel that Pet's management should direct their reps to practice transparency by informing their customers that the meds will be rendered useless if they arrive in the hot mail box during extremely hot daysI had just ordered some cupcakes from New York and they arrived cool because they were wrapped in frozen bubble wrapI would probably opted to do the same for the meds, but I was never give that choice
Complaint: [redacted] I am rejecting this response because: It says qty - which was interpreted by me the consumer as 1qty of the month supply and also 20mg per tablet also interpreted by me the consumer that the per tablet was the mg per tablet not the price (see photo below as a screenshot from your website)In addition when I spoke to the manufacturer and reported you to them they stated the month supply box was not to be opened and sold individually and that was illegalThey stated they don't even sell the product to your pharmacy and you receive it in an illegal means thru a 3rd party Sincerely, [redacted] ***
February 27, To Whom it May Concern: In response to ID number [redacted] , the client placed her order on February 6, The client never contacted us afterward to let us know that she would like to cancel her order and use a different online pharmacy insteadAt any time after the order was placed and before the order had shipped, the client could have emailed or called us to inform us to cancel her order and we would have easily done soThe client is aware that she had placed the order, so she should have known that there was an order pending with us even if she had placed an order with a different pharmacyOrders do not just disappear after being placed, they are either fulfilled or cancelledAt no time did the client reach out to cancel the order so we continued to reach out to the veterinarian’s office and fulfill her order The client mentions that we did not call her veterinarian during the next business dayOur website states that we contact vets “within business hours of the order being placed” (Delivery Turn-Around Time attached)On February 7, we contacted her veterinarian via faxThe veterinarian was contacted a total of three times before receiving the authorization on February 21, The veterinarian may not have received the original fax that was sent, but on February 21, they received, approved, and faxed back the prescription, thus giving us authorization to dispense the medication to the client The item the client ordered, Optimmune 3.5g (not Optixcare Plus; original invoice attached) is a prescription itemThe client received the item on February 25, at 11:57am, as seen on the tracking informationThe client would like for us to accept a return but as stated on our website and also attached (Return Policy), we do not accept returns on prescription medications due to FDA regulationsTherefore, we would not be able to satisfy the client’s desired settlementThe client was made aware of this when she called us on February 23, We suggest to the client to keep the medication, because the veterinarian has prescribed it to her pet (even after prescribing the one from the other pharmacy), so the pet may continue to need it after the first tube is finishedKind Regards, Customer Service California Pet Pharmacy [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ We sent the clients two emails informing her that the order was on back-order and asking whether she wanted to hold the order or cancel and refund itHer first response was it hold it and the second was to cancel itWe cancelled and credited the client's order on 4/14/ Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolut lieThey never let me know that the items were unavailable until I tried to call them twice after more than weeks of nothing and after I send them two emailsTheir final response was: The items are on "slight" back orderI also never told them to hold the order, I cancelled it right awayI got credited, but lost about 1/weeks which was a pain in the ***This company is very unreliable, no honest people there
Complaint: [redacted] I am rejecting this response because:They are still plain wrongCommon sense dictates they are just wrongI did not input an old address for shipping and then turn around and input my correct address for billingPlease! Who would do that? It's beyond ridiculous for them to suggest that is what happenedThey admit that they had to have visa intercede because the addresses did not match when they went to charge me for the orderCase closed! They are absolutely 100% responsible for their screw up and need to be held accountable and refund my money COMMON SENSE PEOPLE, COMMON SENSE!!!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We have tried contacting the client in regards to their orderWe would like to resolve the issue by crediting the client the cents for postage and provide the client with free priority shipping on the following orderOnce we have the client contact us with payment information we will be more than happy to issue a credit Kind Regards, Customer Service Department California Pet Pharmacy "Healthy Pets Are Happy Pets!" www.californiapetpharmacy.com telXXX-XXX-XXXX Complaint Response Date bumped because: Holiday
Complaint: [redacted] I am rejecting this response because: I was not harrassing them, I was being proactive and following up on an important medication that was needed to treat my petThey cancelled and refunded my order delaying treatment for my animal because they were upset about me posting negative feedbackIf I had let them handle it it probably would've been weeks before receiving the medicationI was trying to make sure my pets medication would go out as soon as possibleI was not rude, I was factual in my calls to reps, and also in my reviewsI did not post profanityMy feedback was word for word what occurred and what I had experiencedThey are assuming that I could've gotten this medication locallyNoMy vet couldn't order it in their portal, it wasnt stock, I called over local pharmacies and had to go the online route which, I was already anticipating a delay with shipping which is why I paid extra for shippingThey weren't empatheticThey were rude hust like in this reply saying that it's not dog toys it's medsExactlyIsn't a medication for treatment more important? They didn't like the negative feedback and me sharing it with buyers that should beware so they took it out on my animal and cancelled my order and delayed medical treatment for my animal because of negative feedback which is unethicalI didn't hang up on anyone, I answered their questions, I made the calls back and fourthThe customer did all the work beteeen the pharmacy and the vetThat's not rightMy vet has even mentioned how unsatisfactory this pharmacy isI surely can't be the only one with a rating of an F with the Revdex.com.Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me because I don't have the time and energy to keep this back and fourth battle goingThe pharmacy called to confirm I still wanted my order, I confirmed I did, and because I updated my feedback and said it was "laughable" because I was told previously by a CSR that they receive 100s of orders a day, and they don't have time to call the vet but yet they had time to call me to confirm I still wanted my orderI mentioned 1800petmeds in my review as an alternative pharmacy for potential customers to go through as I have never received good customer service from this business and that is what is most frustrating with this situationEven in the response with the Revdex.com they're assuming I could've gotten the med locally, and then saying they're not shipping dog toys? They are the rudest company that I've ever dealt withI received the medication with another online pharmacy within business days total without paying expedited shipping and they were nothing but professional and offered great customer serviceIt's no wonder california pet pharmacy has an F rating and Petmart pharmacy has an A ratingSincerely, [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/10/16) */ Hello, And thank you for contacting us about your orderIn regards to your dispute we do apologize for the inconvenience you have experienced using our companyIt does seem like you did contact us about your medication being a "little rough" and indicated you had already unpackaged the medicationAlthough the chews might be a little rough, it doesn't mean they would be ineffectiveBecause the medication had already been opened and used we wouldn't be able to do any kind of exchangeNormally the chewable are not gummy so they do tend to be a little irregular in textureIt also seems like you had contacted us about the medication being "rock hard" three months after it had already been received by you, so that may have been caused by not storing the medication properlyAgain we apologize for the inconvenience Kind Regards, Customer Service Rep California Pet Pharmacy "Healthy Pets Are Happy Pets!" www.californiapetpharmacy.com
Complaint: [redacted] I am rejecting this response because: I was not aware of the pharmacy I chose...I called my Vet to see if ANY PHARMACY had called them...My VET CLEARLY STATED THAT NO PHARMACY HAD CONTACTED THEMI can provide proof of this I know when I placed the order because it was the same day as my VET APPOINTMENTWhat I didn't have is the information from the pharmacy I chose If this pharmacy would have SENT ME ANY COMMUNICATION, I would have known this information Sincerely, [redacted]
August 2, 2017To Whom it May Concern:In response to ID number [redacted] , the client can say all she wants in what she thinks she was doing but that doesn’t change how the company was harassed and attackedThis is why we could not dispense medication to herWe did not want to continue this relationship with Mrs [redacted] since she harassed and attacked usMrs [redacted] did NOT post any profanity or use it in her conversations with our representativesWe never accused her of thatHowever, she did give our CSRs attitude and you can see from her review of us, she was unhappy because we processed her Rx order in hours, even though it was in our time frameAdditionally, her husband was the one who used profanity and left a voice message with profane and foul languageOnce again, Mrs [redacted] can say all she wants in how she doesn’t think she was rude to our representatives, but that doesn’t change the fact that our representatives were disrespected by her rude demeanor and harsh toneAll we wanted was clarification.Pet medication is more important for a pet to have than a pet toyBecause of this, we cannot simply put medication in a box and ship it outThere is a protocol that has to be followed to process a prescription medicationThis is why we have a processing period of 24-business hoursEven with this processing period, we were ready to ship out Mrs [redacted] ’s medication on July 20, 2017, one day after her order was placedWe were able to ship out Mrs [redacted] ’s medication as soon as possible had it not been for her attacks toward usSince we had her medication ready to ship in hours, why does Mrs [redacted] have so much hostility towards us? There was never a time that we mentioned we were “upset about [Mrs [redacted] ] posting negative feedback.” Mrs [redacted] can reread our first response; we JUST asked for clarification if she still wanted her orderWe never asked her to take down her review, we were polite and accommodating towards Mrs [redacted] , and again were ready to ship her order within hours of when it was placedAll we wanted was clarification since she references another company to purchase medications fromImmediately after confirming she still wanted the order, she called us “laughable.” As a responsible company, we were doing what was needed to complete Mrs [redacted] ’s order, but were laughed at and harassed for it.We cancelled and refunded Mrs [redacted] ’s order because we felt harassed even though we were processing her order correctlyWe were not doing anything incorrectly in processing her orderIt is obvious to us Mrs [redacted] feels one way and we feel another wayWe respect her feelings but we do not have to agree with themWe respectfully wish her the best.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Hello [redacted] , Thank you for contacting California Pet PharmacyIn regards to your order we do apologize for any incontinence you have encountered, there was further investigation done on your complaint as far as the google site stating we sold a 6pak of Nexgard for + shippingThat information can be confirmed by looking up the Nexgard product via google searchHowever! Google is a third party web witch we have no control over how they display the products we dispense; so that's why we were unable to honor that price adjustmentOn our website (Californiapetpharmacy.com) the prices do very on the Nexgard depending on the quantity you are requestingSo please always reference our direct website for pricing, for we do not associate ourselves with third party websites Kind regards, Customer Service Rep California Pet Pharmacy "Healthy Pets are [redacted] Pets" www.californiapetpharmacy.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of whether Google would be considered a third party or not, the California Pet Pharmacy should be held accountableSince it's their product being advertised, they have the responsibility to monitor those advertisements and ensure it's being advertised correctlyIf not, they will continue getting orders under pretenses Also in their response they stated 6-pk NexGard whenever I reported a 3-pk Not once did they apologize for their rude & arrogant employees Final Business Response / [redacted] (4000, 9, 2015/08/21) */ Thank you for contacting California Pet PharmacyIn regards to case# XXXXXXXX, we will be unable to provide you with a refund for the medication that was dispensed and delivered to youConfirmation emails are sent anytime you place an order, verifying pricesThe invoice sent via email was a clear indication of what you were going to be chargedWe have contacted Google asking to make the correction to the prices and we have received notices that states, correction would be made soonIn regards to the phone conversations you had with one of our reps, I did take the liberty of listing to that recorded conversation and not once did our representative display the actions that you had statedFurthermore, if you do have more medication on file to be dispensed and you no longer would like to use our services we would be able to transfer that prescription to another pharmacy of your chose Kind Regards, Customer Service Rep California Pet Pharmacy "Healthy Pets Are [redacted] Pets!" www.californiapetpharmacy.com
July 31, 2017To Whom it May Concern:In response to ID number [redacted] , the customer was disrespectful to our staff and demanded that her order was to be sent out ASAPShe did not realize it takes a processing period of 24-business hours from when we receive the authorization from the vet This information is available for our clients who use our websiteIt is under “Shipping Info” in the top right corner.We are dispensing prescription medications not shipping pet toys, so we do need time to process the orderMoreover, she ordered tablet which she could have easily obtained from her local veterinarian if she was in that big of a rush.As a new client who placed an order on our website, it would’ve benefited Mrs [redacted] to take a look at the shipping information that was available on our websiteThe authorization was received on the the same day as the order was placed, July 19, Afterward, we started to process the orderMrs [redacted] called CPP shortly after the authorization was received from her vet and spoke to one of our representativesThe representative informed Mrs [redacted] that the order would most likely go out on July 20, 2017, instead of July 19, 2017, due to the processing periodShe was very rude and demeaning to our customer service representative (CSR) and hung up the phone.After this encounter with our CSR, Mrs [redacted] posted a review on Google and Facebook which lead us to believe that she may not want us to ship her order anymoreMrs [redacted] advertised for everyone who read her review to go to 1-800-Pet-Meds, which made us think that she may want to use their pharmacy insteadWith this sentence in her review, we did not want to make the mistake of sending out her medication if she actually did not want itIf this were to happen, it would’ve created a more difficult situation for Mrs [redacted] and we did not want that to happenOn July 20, 2017, we gave Mrs [redacted] a call to verify if she still wanted us to ship her package outWe left a voice message and she returned the call promptly, informing us that she did want the package to ship out.We were ready to have her order shipped out, and saw that Mrs [redacted] updated her review and mocked our CSRs, calling us “laughable”However, we did not agree with Mrs [redacted] All we were doing was communicating and asking her questions that were vital for her order since she uploaded a ambiguous reviewAt this point, due to Mrs [redacted] ’s behavior toward our CSRs and the company, we decided to refund her money and cancel the order.As a company, we felt that we were being attacked for verifying important information from Mrs [redacted] With each of her updated reviews, we felt as if Mrs [redacted] was harassing the companyWe didn’t know what else could have happened if we were to actually ship the order outWe made the decision to cancel the order and refund her immediatelyWe were not going to fulfill an order for a client who harassed and attacked us.On the evening of July 20, 2017, after we informed Mrs [redacted] her order was cancelled, we received a call from Mrs [redacted] ’s husbandHe left a voice message cursing (f [redacted] you, etc.) and using foul language, demanding for us to send the order outWe gave him a call back the next day (July 21, 2017) and left a messageMrs [redacted] called back shortly after and spoke to one of our representativesShe asked for information of the refund and explained to the representative what had happened with her order.To summarize, Mrs [redacted] ordered her pet medication on July 19, and we had it ready to ship on July 20, We do not understand how she could have possibly been that upset to harass and attack us through social media, and have her husband call and curse at us, when all we’ve done was process her order to ship out within our time frame.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com [redacted]
ID: [redacted] April 6, To Whom it May Concern: In response to ID number [redacted] this client’s complaint is in regards to her order’s processing periodAs stated on our website at the time of purchase, our processing period is 24-business hoursOur processing period is also attached for referenceThe client’s order was placed on March 10, and the authorization for the medication was received on March 13, After receiving the authorization, we made an attempt to charge the client’s credit card but it declinedWe contacted the client and she did not respond to us with new credit card information until March 15, Once the account was billed, we began our 24-business hour processing period The client also states that we did not contact her in regards to the medication being on backorderWhile we do acknowledge we did not contact the client promptly, we are a growing online pharmacy and we fill hundreds of orders dailyWhen a highly demanded medication, such as Vetmedin, becomes limited in stock, we try our hardest to contact all clients within the processing period Monday, March 20, was the last day of the order’s processing periodThis day was also when the client contacted us for her the status of her orderOn that day, the medication was on a manufacturer back-orderWe informed the client that we were waiting for the manufacturer to send us the next shipmentWe informed the client of the options we had and the client opted to switch to a mg size we had in stockCoincidentally, on the following day, the mg size the client wanted came back into stock and the client was contacted in regards to itWe offered the client Priority shipping (2-Business days) for the delay in the orderThe client paid for standard shipping (4-business days) and the backorder delayed the order by one day, so we offered priority to make up for the extra day her order spent in processingThe client insisted that we ship her order via overnight shipping but we informed the client that priority was all we we were able to offer herIn the end, the client agreed for us to ship her order via priority shipping and the original order was processed and shippedWe apologize for the experience that the client had with us, we only wish that it had gone smoother than it didUnfortunately, manufacture backorders are something we have no control overHowever we have fulfilled the client’s request for the refund of $which was processed today Kind Regards, Customer Service California Pet Pharmacy [redacted]
In response to Complaint: [redacted] , as the client says that each “order has to be input completely by the customer including the home address ” Therefore, the client inputted his home address completelyYes, the client has a total of orders with us, the fifth order being the one the complaint is aboutIn all of the previous orders, the client has never once shipped to this address: [redacted] ***-***And yet, the client says that he ordered a medication with us years ago that shipped to the aforementioned address and asserts that is how the package shipped there this timeThat is absolutely impossibleThe day the client placed the order is the first time we received that address into our systemHe has never before placed an order with us with that addressIt’s possible that he’s getting us mixed up with another online pharmacyThe only way we’d ship to that address is if the client inputted the address himself, which he did, as he mentioned in his responseThe client says that “Visa would not approve a charge where the billing address was incorrect,” but they have because we’ve successfully charged the orderThe billing address does not match with the one that is associated with the credit card, but Visa allowed the charge to go throughIf the client has an issue with that, then he would need to contact his credit card company since they allowed us to charge his credit cardWe did not “screw up” nor do we owe the client a refundWe’ve never had that address on file until the client placed the orderWe are not refunding the clientThe order was dispensed and delivered to the address the client provided us, thus completing the goods and services the client paid forWe were aware that the client’s pet may have been running out of medication, it is why we wanted to help him place another order to ship to the correct addressHowever, the client declined, leading us to believe he will find another means of acquiring the medication
There is a reason they have a "C" rating with the BBB. I placed an order on June 17th and placed the prescription in the mail the next day. On June 24th I reached out to ask them to cancel the prescription...if it wasn't mailed because we had to make other plans. I had heard nothing from them. Then, I get a "nasty" email, from Nicole, telling me I must think they will send me controlled substances (it was an antifungal) without a prescription...giving them an excuse to charge us $10.00! They didn't ask me if I sent the prescription or ask me what happened...just start making baseless accusations...so they can get 10 bucks for a cancelled order. They made $10.00 this day but they will never make another dime off me. I hope others will see this review and stay clear. They force you to give a review right after your order...so reviews on their site are not accurate. I left a positive one...hoping for the best. I never assumed they would fill my order without a prescription. It's hard to believe they have any return customers and are still in business. I would rather pay a little more, get my actual prescription and keep my self respect.