PetCareRx, Inc.

I use the auto delivery service for my dog's medication. I noticed the medications were very low and so I looked up to see why the medication hadn't arrived. I contacted them on a Sunday using Live Chat. It was 20 minutes to 3PM and only got an auto response. I figured due to the holiday on Monday they just left early for the day. I never received a response at all. I sent another Live Chat message exactly a week later. No response. I called the 800 number. They said my auto delivery had expired. However, I received no notification and it said it was due to ship out the previous month on the website. Not sure if the associate was being honest or not. He was polite enough, but it's unacceptable to have an auto delivery expire for medications nor completely ignore a form of communication.

Review: I received an email from PetCareRX stating that I will get 60% off my final prescription, which comes from [redacted], if I use code [redacted], which I did for a total order of $80.48. Nowhere on this email did it say that is was going to also charge me for a year subscription to [redacted] for a total of $97.01! I called the company, PetCareRX, spoke with [redacted]. He said he could refund the subscription, but then would have to charge me the full amount for the prescription, which was a savings of $120 so I would benefit from keeping the subscription! this is pure fraud!! Needless to say, I'm very upset!Desired Settlement: I have not opened the prescription, should I return it? If not, then I want a refund to my credit card.

Business

Response:

The [redacted] membership is advertised vividly on our webpage. Customers have a clear option to either join the membership or place the order without joining. Through out the checkout process, it is consistentlyreminded that this is a membership enrollment. The [redacted] enrollment is included in the customers shopping cart in big letters "[redacted] Membership Plan" and list the cost of the plan (Yearly/Monthly) that notes it will be billed separately. There's also a highlighted "Terms and conditions" hyper link on the e-mail and web page as well. We are sadden to hear [redacted] is unhappy with her [redacted] benefits. We have already reversed her enrollment and issued a full refund (97.01) on 2/**/2015 for the plan as a one time courtesy . Refunds take between 5-7 business days. Thank you,[redacted]

Great company, fantastic prices!

Review: When you go to this site and click on earn $10, it asks you to enter a friend's email address so that you and your friend can receive $10 off. When your friend gets the email it says the following (this was copied from the email) Hey I'm giving you $10 off your first purchase at PetCareRx! Click my link below and $10 is already added to your cart! I'll get $10 too! PetCareRx is the best place to save on all of your pet's medications, food, supplies, and more! Plus, get fast and free shipping on orders of $35 or more! Check them out! GET $10 OFF your first purchase at PetCareRx! Claim my deal! Click my link and $10 is already in your cart. Plus, PetCareRx has fast and free shipping on orders of $35 or moreMy friend clicked on the link from the email, but no $10 in the cart as the email stated. I didn't receive the discount in my cart either. Both of us were ordering over $35 worth. I emailed the company last week, but never received a response. I chatted with an agent today. I was disconnected twice before I was done and was given different info. I was told the $10 would be applied to my 2nd purchase. The email says first purchase, then I was told I may not be meeting the criteria, which was just the $35 minimum purchase, which I was meeting. Then I was told my friend needed to place his order then I needed to place mine, then we would get the $10 discount. Again, the email doesn't say any of that. It simply states click here and the $10 will be in your cart. The agent did not seem knowledgeable of the offer and ended the chat twice while I was answering her question. Her name is [redacted].Desired Settlement: I will like the $10 discount on my first purchase and on my friend's first purchase as stated on the email. my email address is [redacted] and my friend's is [redacted]

Business

Response:

Dear [redacted] , Thank you for the attached inquiry. Where’re happy to honor [redacted]’s $10 dollar “Refer a Friend” promotion. However, as with all of our promotions, there are Terms and Conditions that are further explained in a link ([redacted]) that is sent along with the Refer a Friend Program. I currently do not see a recent order placed under the email’s provided in this complaint for the customer or the referral customer. If they would be able to provide a order ID number so we may look over the accounts, we will be more than happy to place the qualified referral order with the discount, if qualified. “ A Qualified Referral is defined as the first product purchase made at the www.PetCareRx.com site (the "Site") by a person (a "Referred Customer") who arrives at the Site via another person's Refer-a-Friend Program link ("Personal Link"). Only one Qualified Referral can be earned for each Referred Customer. Any additional or subsequent purchases made by a Referred Customer using the Personal Link at the Site will not be Qualified Referrals. The total cost including shipping of the referred order must be greater than $35.00 for the referrer to receive a $10.00 account credit in PetCareRx Points. This offer shall not be redeemable for cash. Excludes prescriptions, electronic services and any other non-product services or upgrades. The Referred Customer will receive $10 off their first order over $35.00 and free shipping on any order over $35.00. This offer does not apply to subsequent orders. “-- Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I never received the terms for the referral program. My friend only received an email stating to click here and that $10 would be in the cart, but it wasn't. I copied the email from the company word for word. I did not appreciate that my email was never answered and the agent I was chatting with kept disconnecting my chat and had no idea what I was talking about. I also don't appreciate that the person who responded to my Revdex.com complaint did not apologize for the poor customer service. They only copied the terms of the referral program and failed to address the issues with customer service. We will not be doing business with this company because of the poor customer service and the misleading offer that simply states a $10 discount will be in your cart, but never appears in your cart. No need for further communication. We've already ordered our pet meds from another site and will continue to do so.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: To whom it may concern:

I purchased a bottle of pet vitamins from PetCareRX that was being marketed toward cats, and when the package arrived the pills were approximately quarter sized, which are not suitable for small animals. I contacted customer service for a return ticket, and they informed me they could not return the item since the seal had been opened. I pointed out that they have a satisfaction guarantee, and that their return policy only requires items to be in "otherwise new condition" which my item was - there was no missing items, the interior seal was still intact on the package and none of the goods had been touched. After many emails exchanged with PetCareRX about this item, which I was only looking to return as the marketing on the product page was false and unfair, I was pointed to their return service policy once again, which does not clearly state in any one place what their return policy is for items.Desired Settlement: I would like PetCareRX to allow a return and refund my credit card. I would also like the Revdex.com to know abou their unfair and fradulent claims.

Consumer

Response:

At this time, I have not been contacted by PetCareRx, Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

[redacted] contacted us on 2/*/2014 requesting a return label to return the [redacted] for Dogs and Cats-60 Chew-able Tablets that were purchased on 1/**/2014 in order # [redacted]. We at that time explained our return policy and informed the customer that because the bottle has been opened it is not eligible for return. She was at that time provided with the directions as they are posted on our website.

I have posted both the directions and step two of our return policy that is posted on our website [redacted] for review.

[redacted] paid in total 26.15 for the tablets in question, she had a smart code discount that applied plus tax on her order. For the tablets the price is broke down as follows. $32.89 (original cost) - $8.10 (discount applied) + $1.36 (tax charged) = $26.15 (total paid).

Because [redacted] finds the tablet unusable for her cat I can offer a partial refund to the card that was charged in the amount of $14.00 and she does not have to return the product which has been opened.

Thank you,

DIRECTIONS

For best results, use a minimum of 30 days. Give as a treat or crumble and mix with food according to the following recommended schedule:

Cats and small dogs: 1/2 to 1 tablet daily

Mid-sized dogs(20-50 lbs.): 2 tablets daily

Large dogs(50-80 lbs.): 3 tablets daily

Very large dogs(80-110 lbs.): 4 tablets daily Giant breeds(over 110 lbs.): 5 to 6 tablets daily

Review: placed order for heartguard. Since this was a med that required perscription, person taking order offered to call vet. I agreed. They called back and couldn't fill order because vet said [redacted] would have to be seen first for heartworm test. Took [redacted] to vet and his perscription was changed to Sentinel. Since med was changed we purchased Sentinal from vet. Apparently, petcare again called our vet and shipped heartguard. After receiving e-mail from petcare, called and ask that shipment of heartguard be stopped. They said it was already shipped but all I had to do was refuse shipment and someone would be in touch within 3 business days. I did refuse shipment but No one called. Again called petcare and the lady said there would be no refund because it was a perscription drug. Asked to speak to supervisor. She finally agreed and would I hold. She came back on phone and said the lady that takes care of this had just stepped out and would get in touch by Monday. Now, three Mondays have passed and still no call. This just sounds like a shady way to do business. First they should not have shipped the drug [redacted] was no longer perscribed. Second, they should have done the right thing and refunded purchase price since it was there mistake for shipping a drug [redacted] was no longer perscribed.Desired Settlement: refund for 39.94

Business

Response:

Due to general health considerations

it is PetCareRx's policy that there can be no returns on vaccines or

prescriptions. We do however try to work with our customers if there is an

issue with a prescription. I have reviewed the complaint and the calls [redacted]

made to PetCareRx. He was informed incorrectly in his initial call concerning

this order being shipped and was advised that he would be able to return it for

a refund. I have spoken with [redacted] concerning his experience with this

order. He advised me that he canceled the credit card we charged. Normally we

would refund the charging card but because he has cancelled this card we are

issuing him a refund check in the amount of $39.94.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to correct one thing. it wasn't a credit card it was a debit card. Also, I received the message posted below. I do thank Revdex.com for their help in resolving this matter.

Sincerely,

Dear [redacted],

PetcareRX inc. sends me perotic notice of product sales. I received an email saying save 75% K9 Avantics 11 of the regular price. So I went on to their site and chose the six months of this product. Normal price 73.00 on sale $ 28.00 with 75% off. I put in my name a mailing address and my credit card information. and went to the pay page. It should the product that I was ordering and the regular price and showed the sale price and 0 shipping. I clicked on to complete the transaction and nothing was happening. I called the hotline number and the agent tells me oh that is the price if you join for one year for $ 50.00. I told him that this is classic bait and switch and that I was going to report them to the Revdex.com

Review: On Aug **, 2015, I placed an order for HeartGuard. On Sep [redacted] I checked the status on the web page, which showed it in process. I called the Customer Service line to inquire as to why I hadn't seen it, since they had my money, and it stated original 5 - 7 business days for receipt, I was expecting to see shipped. I contacted and spoke with a "Tina" who said she would look into it and get back to me. Unfortunately my voice mail did not indicate her calls on Monday which advised I had previously ordered Heart Guard plus and this was just Heart Guard and they were looking for clarification, why they hadn't emailed me that when I first place the order I don't know. On Sep [redacted] I followed up and spoke with "Ava", "Deirdra", and received a voice mail from "Kimberly" stating they were overnigting me the product to arrive ** Sep. Today ** Sep I contacted them and spoke to "Crystal", who informed me that there was a "Server Error" and it did not ship. Now they are promising me shipment ** Sep to arrive on ** Sep 2015. I may be premature in submitting this complaint if it shows up, but since my dog now needs the medicine I have an appointment on the [redacted] and will be paying full price from my Vet.Desired Settlement: They need to be more proactive, and have some sort of quality control to evaulate if they are trying to say they needed clarification of the order, and contact the customer by email or phone, and not wait for the customer to call in and ask what the status of the order is. Delivery of Order

Business

Response:

[redacted]

[redacted] Dear [redacted],I am writing to you in response to Revdex.com Case ID# [redacted]from [redacted]. We have contacted [redacted] and have come to a mutual agreement. We haverefunded customer’s order in the amount of $86.15 [redacted] is satisfied withthe outcome of the resolution.Thank you,MichelleMarketing and Client Services Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

This company took my money, and did not send my product. They gave me a coupon to use, which I thought was a deal. Then they charged the discounted price, plus an additional $50.00? I never received anything. Total and complete scammers! Then they would not let me post a review, because I explained what happened in the review.

Review: I was shopping online to purchase flea and heart worm medication for my dog and found a site called [redacted] and when I clicked on the link a message popped up stating if I signed up to receive emails I would receive a 75% discount on my first order. I signed up to receive emails and received a promo code ([redacted]) for 75% off of my first order. There were no details that if I used this code I would be joining a membership and that I'd be charged an additional annual membership fee of $50.00 per year. I had absolutely no idea of the $50.00 fee until it was deducted from my checking account after I placed my first order. In the meantime I received my 3 month supply of Frontline and charged the $16.83 fee for the product. After multiple attempts with the company regarding the Heartgard order (they stated they needed proof of heart worm testing, which I sent to them yet they still kept emailing me to take my dog to the vet when I had proof that testing was not needed until 05/2017). I would like a refund of the $50.00 membership fee and I would like to return the unused supply of Frontline for an additional refund of $16.83. I have requested this in writing to the company but have never received a reply other than my order of Heartgard was cancelled. I have signed up for many email subscriptions for a coupon on my first order and never expected this, it was very deceiving and only a way to trick people into taking their money.Desired Settlement: A $50.00 refund for the membership fee, and a $16.83 refund for the return of the unused portion of Frontline Plus. Plus, my membership cancelled so the $50.00 fee will not be deducted again next year.

Business

Response:

[redacted]

[redacted] Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted] placed an order for Frontline Plus for Dogs, Blue - 23-44 lbs., 3 Month Supply and Heartgard plus Chewables for Dogs, Green, 26-50 lbs., 6 Month Supply on 2/**/16 using a coupon which gave her an introductory discount on her order of 75% off when she becomes a Pet Plus member as it is clearly established in the coupon’s “Terms of Use”: "Offers cannot be combined. Discount applies to the regular price of products. Discounts do not apply on certain items. Internet Promotions and Sales cannot be combined with other offers including points. Offer is for New annual members of Petplus. Discount is good on 1 item. Discount cannot exceed $75. Free standard shipping offer is applied to orders of $35 or more after discount, being shipped to destinations in the continental US only, and does not apply to refrigerated items, pet food, or orders over 35 pounds. PetCareRx reserves the right to modify this policy at any time without notice." In addition to the “Terms of Use” of the coupon, the membership and its cost is disclosed on the check out page as shown on the screen shot below.[redacted] When speaking to [redacted] on 2/**/16 over the phone and 2/**/16 via email we explained to [redacted] that she can return the product she received and that once her product has been received by our shipping department we would provide her with a full refund. As of 2/**/16, our last communication with [redacted] via email, we canceled her membership per her request and are now simply waiting to receive the package she established she would be returning. If she would like to expedite her refund she can call us and provide us the tracking number she obtained when mailing the package back to us and we would gladly process her refund for the membership and for the product. [redacted] In reference to the issue mentioned with her order for Heartgard not being processed she mentions that “After multiple attempts with the company regarding the Heartgard order (they stated they needed proof of heart worm testing, which I sent to them yet they still kept emailing me to take my dog to the vet when I had proof that testing was not needed until 05/2017)”. The decision to not process her order came from her vet decline to approve our request to fill that prescription medication. We explained to [redacted] that her vet would not allow us to dispense Heartgtard. Attached is a copy of the fax we received from her vet declining our request. If there is anything else we can assist [redacted] with she can reach us Monday - Friday 9am - 6pm Saturdays 9am-5pm & Sundays 9am-3pm at [redacted] It is always our pleasure to be at your service. Thank you Michelle Marketing and Client Services.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I bought CapStar from [redacted]. I used it & the product absolutely did nothing for my dog. I contacted them and per the receipt, the product is 100% guaranteed. They then went on to tell me that when I asked for a refund, that they added a membership fee od $ 55.00 on top?? I looked everywhere for this & no where does it say anything about a member ship?? I advised them & told them to cancel my membership & I would eat the cost of the meds & they told me"I understand, however, as the membership discount was used on this order, you will be charged $24.67, which is the 20% off price of $27.67 less the price you paid of $3.

[redacted]"

I am not sure what they are selling, but this product absolutely did noting for fleas. So, if the product is GUARANTEED 100% or your money back, they are not agreeing to this for some reason.Desired Settlement: I want my money back for there "membership fee" as the product does not want & they need to stand behind there advertisement of "100% guaranteed". When the product does not work & you ask for a refund, they say, well...then we have to charge you full price for the meds that does not work.. Worst service I have ever received from any credited company!

Business

Response:

Michelle Mherzai PetCareRx 52 Merton Ave Lynbrook, NY 11563 Dear Betty Briggs, I am writing to you in response to Revdex.com Case ID#11140442 for Mrs. Allison Gooch. Per Mrs. Gooch’s request we have canceled her Pet Plus membership and as a courtesy we have processed a refund in the amount of $54.13 for the Pet Plus membership and $3 for the flea product she purchased. Please allow 1-2 business days for the refund to be processed, refund may take up to 10 business days to post to your account as a credit. If there is anything else we can assist [redacted] with we can be reached Monday - Friday 9am - 6pm Saturdays 9am-5pm & Sundays 9am-3pm at ###-###-#### It is always our pleasure to be at your service. Thank you, Michelle Marketing and Client Services Tell us why here...

Review: I purchased a product from PetCareRX using a 75% off coupon which they offered to first-time customers. I received a receipt for my $13.47 purchase which I charged to my credit card. I received the product and everything was fine until 3 weeks later when I received a $53.00 charge on my credit card from PETPLUS LLC which, I found out when I phoned PetCareRX, that this was a membership fee which I authorized when I used the 75% off coupon. This $53.00 charge was not listed on the website or on the credit card receipt they sent me and, if it had been, I would have cancelled my order. They informed me that if I cancel the membership now I must pay an additional $29.64 which was the discount that was given with the coupon.Desired Settlement: I would like the $53.00 charge to be credited back to my credit card.

Business

Response:

Michelle M[redacted]PetCareRx[redacted]

[redacted] Dear [redacted],I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted]. [redacted] contacted our company on 9/**/15 about the Pet Plus charge on her credit card. We explained why she received the charge and explained we can refund the membership so long as she pays the difference of the retail price of the product and the discount provided. [redacted] agreed to pay $29.64, as of 9/**/15 we processed a refund for the Pet Plus membership in the amount of $53.00 with Transaction ID# [redacted].Thank you,MichelleMarketingand Client Services Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

After placing my order online I did receive an emailed receipt for the purchase price of $13.47. However, I did not receive a receipt for the $53.00 charged to my credit card at that same time. If I had known that I was being charged a $53.00 membership fee, I would have cancelled the purchase in its entirety.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Ordered pet medication online. Company sent wrong product and blammed us to selecting the wrong product online. They would not accept a return or an exchange. We called three times, were promised a call back (never received it), sent an email (they did not respond), called back again to complain and the customer service rep hung up on me. We are extremely unhappy and just want to return the product and get our money back. We disputed the charge through our credit card and are sending the product back. We do not want other consumers scammed and treated like this. This was a huge waste of everyones time.Desired Settlement: We just want our money back for the product we did not recieve. We aslo what an apology from the company for getting treated like this and being hung up on.

Business

Response:

[redacted],

Stay away from PetPlus! I received a coupon from them in our local mailer, and once you use the coupon for any product, it triggers (and you are billed) for a 24/7/365 help service from an affiliated Pet Care provider. Very sneaky & deceptive!

Stay away!

Review: Signed up for a few 30 day trial on 2/*/14 called on 2/**/14 and canceled with [redacted]. My credit card was billed $10.78 on 3/**/14 for their service to which I canceled. I called on 3/**/14 and spoke with [redacted] that said nobody was there that could help me right now and some one would call me back in 1-2 days. I also email them on 3/** requesting that the funds be returned to my credit card. I have never heard a word back. I called again today 3/** and was told they are really busy and will try to get back to me. This is not acceptable and I want my money back.Desired Settlement: I want my $10.78 put back on my card.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding PetPlus.com has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased [redacted] (a dog medication) from PetCare Rx on October **, 2013 (Order # [redacted]) using rewards points worth $38.22 & put the remainder on my Visa ($92.67) for a grand total of $130.89. The [redacted] made my dog very ill. I contacted PetCare Rx in February 2014 and spoke with [redacted]. She gave me the number of [redacted], the manufacturer of the medication. [redacted] also agreed to place the rewards points value of $38.22 back on my account. I then contacted [redacted]. [redacted] refunded $92.67 back to PetCare Rx and PetCare Rx in turn sent a check to me in this amount. On the day I received the check (May **, 2014), I assumed that my $38.22 in rewards points would be on my account. I logged in to my PetCare Rx account to find that there was no point balance. I contacted PetCare Rx and questioned this. I received a return call from [redacted] around 4:30 pm that same day stating that she placed the point value of $38.22 on my account back in February when I made my initial call and they had already expired.

I didn't realize that she was immediately placing the points on my account in February. I guess there was a misconception of the communication between PetCare Rx ([redacted]) and myself. I automatically assumed that the points would be issued back to my account when the check was sent, making the entire balance of $130.89 available to me. After [redacted] explained the fact that the points were expired, I asked that she reinstate them due to the misunderstanding. She stated that she could not.

I informed her that I will no longer do business with PetCare Rx because this is very unfair. I have spent several hundred dollars with their company and have been a loyal customer, yet they will not reinstate points that I had earned because of the past business I have done with them.Desired Settlement: I feel that PetCare Rx should reinstate my $38.22 in loyalty points.

Business

Response:

We provided the customer with $9.00 on 7/**/2013 and then $30.00 in points on 2/**/2014 as a courtesy for the same complaint that the RX made the pet sick. As I understand this complaint I have removed the $30.00 that was added and have reinstated points from the order as it was accepted back as per the manufacturer's guarantee and refunded. I have also added the points given for the same order shipping as they has expired as well. [redacted] now has [redacted] ($41.01) points available to use as he would like. these points are good until 1/**/2015 and will expire as per our policy (listed below and available on our website) if not used or an order placed.

PetCareRx Points cannot be combined with other discounts or Internet Only Prices on the same order and are applied before shipping and tax. Points never expire, as long as you make a purchase at least once every 6 months. PetCareRx may modify or end the PetCareRx Points Program at any time without prior notice.

We do apologize for the misunderstanding between our agents and [redacted] and hope we are able to help him soon.

Thanks,

Review: In March I ordered some flea and tick medication for my dogs and signed up for auto shipping. I went back about a week later and cancelled the auto ship. Today I received an email that they had shipped an order of K9Advantix II to me. I checked my credit card and found that they billed me $75.99 for this order. I did not authorize this shipment and they gave me no prior notice that they were going to be shipping this product. I have emailed and chatted with them regarding this. They claim that my auto ship was never cancelled. My big problem is the fact the $75.99 they charged my credit card was my grocery money for the rest of the month and I cannot make them understand this. They stated they would issue a refund when the product was returned which will take about three weeks. I cannot wait three weeks for a refund. I am on a very tight budget and I need this money now not in three weeks and I cannot make them understand this. If they would have emailed me a few days ago that they were going to be shipping this product, I could have stopped the shipment. Now I am unable to purchase groceries until the end of the month when my husband's social security will be deposited into our account.Desired Settlement: I want a credit made to my credit card in the amount of $150 which is the $75.99 they billed me plus $74.01 for the problems they have created for me by taking the $75.99 from me.

Business

Response:

Good Morning,

Review: I made a order in December for some [redacted] for my dog, I've had severe health issues and did not look my American Express billing thoroughly. They have charged me $3.00 every month since December. They state that I checked a box for Pet Plus, I did not. I have looked on their web site, they charge $9.99 for 1 animal and it goes up from there, I have 4 pugs so that would $24.99 a month! I have called them, they have not resolved this issue, they state that they will have someone call me. I'm not going to hold my breath, they stated that they will stop the Pet Plus but I'm requesting a full refund as this is just a way to get extra money. Since they charge $9.99 for Pet Plus this $3.00 charge every month is bogus.Desired Settlement: I want a full $24.00 refund to my American Express credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Pet Care RX has contacted me and stated that they will refund my money in full. Thank you for your assistance.

Review: Apparently there is an option to choose automatic shipment on any prescription medications that you order. I was not aware of this and the company allowed 3 shipments of 6 months supply of [redacted] pills to go out 3 months in a row and they refuse to let me return the medication. I strongly feel that there should be limitations placed on automatic refills that would keep a 6 month supply of medication from being distributed 3 months in a row. In healthcare, a pharmacist screens prescriptions for for appropriateness and safety concerns. I feel that this company should do the same with these prescriptions. I understand that the vet approved the medication but I am the one getting who has to pay. Nowhere on my receipt for purchase or any invoice for these shipments does it mention that I was enrolled in automatic shipments. This is a safety concern and financial concern that could affect many customers who don't realize they select this option at checkout and it needs to be addressed especially since the company will not accept returns.Desired Settlement: I want to return the two extra shipments of 6 months supply of [redacted] pills and get my money back

Business

Response:

We understand the request for the return however this is against our company policy as outlined on our website, [redacted].

It states as follows:

How to return an Item:

Step 1: You should email us at [redacted], or call us at ###-###-####. Please provide an explanation of why your product needs to be returned.

Step 2: Return items using the address on the packing slip. If you no longer have the packing slip, please write your name, order number, address, return code and contact information on another piece of paper and attach it to the box. Anything you return should be either unopened or in otherwise new condition to ensure you‘re eligible for a full refund.

Step 3: We will contact you with details of your refund, once we receive and process the returned item. Please note that we refund shipping costs only if the return is the result of our error, and the entire order is returned. PetCareRx.com will only process returns and refunds for items purchased at PetCareRx.com.

Note: Due to general health considerations, we regret that there can be no returns on vaccines or prescriptions. In addition, we are unable to accept returns for personalized products.

[redacted] placed order # [redacted] via the website on 6/*/2014. As a result of this order an auto ship was set up. On 7/**/2014 the first auto ship was generated and shipped, Order # [redacted]. The approval for the prescription was obtained from the refill on the account for [redacted]. It was delivered on 7/**/201, tracking number [redacted]. On 8/**/2014 the second auto ship was generated and shipped, Order # [redacted] / [redacted]. The approval for this order was obtained from a fax sent to the veterinarian [redacted] has listed on file for [redacted]. It was delivered on 8/**/2014, tracking number [redacted]. [redacted] reported the issue on 8/**/2014 and was advised on 8/**/2014 of the return policy for prescription medication.

Our pharmacy confirms that the Sentinel shipped to fill Order #’s [redacted] and [redacted] have an expiration date of 08/2018. This allows enough time for all medication to be administered without fear of it going out of date. Though we are not allowed to restock or accept returns for the orders we would like to help with the financial burden experienced by [redacted]. We are refunding to [redacted]’s credit card that was charged a 30% discount off of each of the orders [redacted] received, included the first order placed. This is $18.87

off each order for a total refund of $54.26. We hope that [redacted] finds our compensation fair.

Thank you,

Review: I purchased a prodcut from this company and on the website is states :

At PetCareRx your satisfaction is guaranteed. If you aren't happy, we aren't happy. If for some reason you are not satisfied with your order or an item, you can return it within 30 days for a refund. Click here to see the full details of our return policy.

I click "here" to see full details and this is what is stated:

Step 1- You should email us at [redacted], or call us at ###-###-####. Please provide an explanation of why your product needs to be returned.

Step 2 - Return items using the address on the packing slip. If you no longer have the packing slip, please write your name, order number, address, return code and contact information on another piece of paper and attach it to the box. Anything you return should be either unopened or in otherwise new condition to ensure that you‘re eligible for a full refund.

Step 3 - We will contact you with details of your refund, once we receive and process the returned item. Please note that we refund shipping costs only if the return is the result of our error, and the entire order is returned. PetCareRx.com will only process returns and refunds for items purchased at PetCareRx.com.

pet food returns = Open or partially used pet food is not accepted for return or refund unless a problem exists with the quality of the product. As PetCareRx does not specifically fotrmulate for consistency of pet food, including odor (smell), color, taste or other factors related to the production of the food items, these factors would not be grounds for return of opened or partially used food products.

PetCareRx will do our best to ensure customer satisfaction, so please contact us if you have any concerns about the product delivered to you.PetCareRx will accept returns within 30 days of the delivery date

When I contacted them per step one I had asked for an exchange. They wouldn't exhcnage it or give me a refund becasue they said it was "pet food" and to look at the pet food return policy (see above). I told them it is not pet food it was a supplemtns for joints. They kept saying it's a pet food. I said, my dog can not survive eating these supplements alone, therefore it is not a per food. Then the said they won't retunr it because it's open, per step 2 (see above). I told them it says, should be, not MUST be" .They told me a supervisor would call me and I never heard back from anyone. I paid $82.63 for the product and per there return poicy, I want a refund.Desired Settlement: I want them to follow the return policy and stop trying to spin the words like "should be" into "must be"

Business

Response:

Hi,

Our [redacted] and [redacted] communicated with [redacted] on 6/** and 6/**. We have provided her with a full refund for the order in question. We also reconformed her shipping address and shipped her a new order of Dasuquin free of charge.

She now has the [redacted]'s and [redacted]'s contact information fro any future inquiries. She sent the following response in an email to our [redacted]s [redacted]:

I want to thank you very much for resolving this issue, I really appreciate your solution and the extra steps of sending the free chews. Dealling with you has been a total contrast from derailing with the customer service department. You have redeemed my faith.

Thanks,