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petcarerx Reviews (62)

• Feb 20, 2021

Order cancelled, they kept my money!
I had been buying items for my pets from PetCareRx for several months, using PayPal to pay, with no issues. I placed this last order in the amount of $55.64 on Jan 30,2021. On Feb 1,2021, I received an email from them stating that the order had shipped. Then, on Feb 2,2021, I received an email stating that while trying to process the order for shipping, the method of payment on file has declined. I checked my PayPal account, and the payment shows as being completed on Feb 1,2021. I also checked my bank account, and the money has been removed from my account by PayPal, before they sent it to PetCareRx. I called PetCareRx, as instructed in the email, and spoke with a rep (I will be polite & not mention the name here). She claimed that the PayPal payment was declined and that they do not have payment. Even though I explained to her that it shows on my PayPal account as paid, she says that they cannot ship it without payment. I then cancelled the order, since they were not going to send it anyway, which she agreed to. I asked for a cancellation confirmation number, but she said it was not ready yet, it would be emailed. I never got that email & ended up having to look my order up on the website to see that it had really been cancelled. I also insisted that my money be refunded, but she said I'd have to check into that myself with PayPal.

Looks like I will end up having to file a dispute against PetCareRx with PayPal, and of course that takes time on their part.

I sent PetCareRx an email on Feb 7,2021, inquiring about my refund. I finally received a response 2 days later. This time the rep did confess that on Feb 2nd, my cancellation was approved by a supervisor & the refund was approved by accounting. This rep said I'd have to get my refund from PayPal myself. Why should I have to do that when PayPal does not have my money, because PetCareRx has it? Even PayPal says PetCareRx has my money!

A customer should NEVER have to do this much follow up to get a refund for items that PetCareRx refused to ship even though it WAS PAID IN FULL when placing the order! This whole situation is shameful & PetCareRx has lost this customer. I want my stolen money back in my account NOW. It is starting to look as if PetCareRx is using various tactics to hang onto money that belongs to someone else. If this goes on a little longer, next step is a claim with the Better Business Bureau.

After this happened, I have ordered the items for my pets from other companies, also using PayPal, with no problems at all.

PetCareRx is not to be trusted when things go wrong!

Revdex.com: 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: As stated previously, this was fraud,advertising by Pet care RXI will not pay this company any moneyI paid Vets First Choice for the flea product that they sent to me at the agreed upon pricePet Care RX is deliberately not posting/mentioning the fee with the coupon pop-up, follow up email or the original billThey hide this fee by billing it separatelyIn my case about two day after the original purchaseI did not even realize that they had billed me separately for their Pet Plus program until I viewed my credit card statement on line & saw two charges from two different companies for what I thought was the same order/product and immediately called the credit card company to report the fraudulent use of my cardAt the credit card companies request I called Pet Care RX to question their charge of $As stated before, I spoke with Ava on In both cases I requested to speak with a supervisor and was told they were not availableOn 9/*/a message was left on my answering machine by AmyI still have the message on my machine & I would be glad to share it with youAmy never identified herself as a supervisorShe did not make any offerShe just said that we can not honor the price I paid without paying the membership feeThe 20% off that is mentioned in their settlement offer is not a "courtesy" but the regular offer in bold print on their website to get a potential customers attention Please check out the website yourself & follow the direction to receive the *5% discountPrior to the order arriving I received [redacted] emails from Pet Care RX none of them mentioned the "hidden" fee but they did tell me that they were giving my order to another companyThe email also included the following information "Note: Pricing and availability subject to changeNot responsible for typographical errorsPetCareRx is constantly updating our website to offer the most competitive pricing possibleDuring an update, pricing or product information may appear in errorPetCareRx reserves the right to cancel any order where errors are involvedWe apologize for any inconvenience this may cause.All discounts applied automatically at checkoutFree shipping applies to destinations in the continental US only and does not apply to refrigerated items and items over 35lbsDiscounts do not apply to pet food products."Again no mention of the "fee"Nowhere in the information/terms of the coupons, not even the fine print on the coupon does it mention the fee for a new annual members of Pet PlusAt best this is advertising at worst fraudI will not pay this "fee" nor will I pay any additional money to Pet Care RX In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 me and the matter has been resolved.Further, I applaud their efforts to call me back several times, as I was unavailable to take their first or so attempts to reach me When I discussed my dissatisfaction with the company, the representative apologized and did not hesitate to refund my money Their customer service was 1000% better than my original contact with the company, and I leave the experience with a better feeling about PetCareRx Sincerely, [redacted]

[redacted] Dear [redacted] , I am writing to you in response to the reopened Revdex.com Case ID# [redacted] for [redacted] [redacted] We have looked further into this scenario a second time and we cannot refund [redacted] for her order [redacted] placed an order on our website on where she selected to enroll into the Pet Plus membership by adding her purchase to the cart using the Pet Plus membership discountsAs stated in the membership Terms and Conditions the membership renews automatically every year unless a customer cancels it before the renewal dateThose Terms were emailed to [redacted] on the date of purchase and are available on the Pet Plus website as well ( [redacted] ) The “Automatic Shipment” feature was selected on the order when it was placed on Since [redacted] placed an order for a month supply of the Nexgard medication at the time, an order for the exact same medication was generated months later on We sent [redacted] multiple emails not text messages in regards to the processing of the order giving her ample time to inquiry and cancel the order if neededWe did not find any prior written or verbal communication indicating she requested not to fill her order with the email address that was provided on the Revdex.com letter ( [redacted] )Since the automatic shipments were set up online and we did not have communication with [redacted] during the process we shipped the order as scheduled When [redacted] contacted us on 112015, therefore we unfortunately cannot refund her for the order and furthermore explained that since the order is a prescription medication we cannot legally accept a return for the medicationWe did however cancel [redacted] ’s future auto shipments per her request so this does not happen again Additionally we have canceled the Pet Plus membership per [redacted] ’s request on (RefundTransaction ID # [redacted] )Please be advised that the membership refund can take up to business days to post back to [redacted] ’s account, depending on the bank institution If [redacted] needs further assistance we willbe happy to help she can reach us at ###-###-#### Thank you, Michelle Marketing and Client Services Manager

Revdex.com: 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: When I called the fist time it was to cancel ALL of it! Why would I keep a auto fill order if I wanted my account cancelled? That makes no senseThis company should never have shipped anything nor billed my cardIn my opinion it is fraud!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] We spoke to [redacted] on where we came to a mutual agreement that we would cancel and refund her the membership fee in the amount of $and charge her the difference of the retail price of her order in the amount of $ [redacted] was charged for the $on along with the refund for the membership in the amount of $ [redacted] ’s refund may take up to business days to post to her account from the day it was processed on 216; the refund transaction ID# is [redacted] 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 serviceThank you, Michelle Marketing and Client Services

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] We do sincerely apologize for any confusion [redacted] experienced with our promotional couponsWe provide all information about the coupon and about the charges at the point of check outWe give customers all information needed to make an educated decision on whether they would like to move forward with our couponsNot only is the consumer provided with the terms on how to use the coupon upon receiving it(as shown in [redacted] ’s email attachment), but at the checkout page they are provided with the cost of the membership ($50)They are also informed that the membership will be billed separatelyAfter the check out process consumers are emailed a confirmation of the membership and of the orderBelow you will find a screen shots of the exact shopping cart the consumer would see at check out when using the coupon · Picture 1: Page a consumer sees before a coupon is applied · Picture : This is shown after the coupon is addedYou will see that on this page the “Pet Plus Box” has been selected because as the coupon terms indicate you must be a “New Annual Member” to use the couponFurthermore the consumer is notified that the membership cost is $50/year · Picture 3: This notifies the consumer that *PetPlus membership billed separately and again the cost of the membership is clearly posted on the page as well($50) Additionally [redacted] was already a Pet Plus member (established on 62016) and as the terms of the membership indicate, a customer is not able to combine the already discounted membership pricing with any other coupons or discountsIn order to get around that stipulation [redacted] registered her new order from under another account as a “New” customer with a different name ( [redacted] [redacted] ) and a different email address ( [redacted] )Since she created a brand new account our system did not recognize her as an existing member so the website allowed her to use the “ [redacted] ” coupon Since our last conversation with [redacted] on we canceled the second membership per [redacted] ’s requestWe normally don’t refund a membership without charging the customer the retail price for the order, however we will let [redacted] keep the order with the coupon price and as a courtesy we will refund the $for the membership for the canceled membershipWe did not refund the membership in a check because the membership refund was successfully processed to the credit card account electronicallyThe transaction ID for the refund is [redacted] which she can provide to her bank as proof of refundThe second original membership established will not be refunded and in order to obtain a refund for that membership she will have to pay the retail price for the order from That order contains a prescription medication and cannot be returned (due to pharmacy board regulations) or refunded If [redacted] needs further assistance we will be happy to help she can reach us at ###-###-#### Thank you, [redacted] Marketing and Client Services Manager

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] [redacted] contacted us on and spoke with myself regarding his issue with obtaining the medication and how he was notified it would ship on 6/*/and did notAs a courtesy we did upgrade his shipping and contacted the pharmacy to make sure the order shipped which they are in the process of completing at the time of this letter If [redacted] has any further questions or concerns he can reach us Monday-Friday 9AM-6PM EST, Saturday 9AM-5PM EST and Sunday 9AM-3PM EST Thank you, Michelle Marketing and Client Services

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] *** [redacted] originally ordered a prescription medication with us on [redacted] ordered two more prescription medications that is a flea/tick and heartworm preventative as wellDue to this we needed to speak with her veterinarian as they approved these medications and they were deemed to be “Therapeutic Duplicates.” Upon speaking with her veterinarian and they informed the pharmacy of the reasoning we then reprocessed the order However due a technical issue the rejected script was still attached to the order causing the order to be rejected and reattempted on various different occasionsOnce communicated by the pharmacist that the order needed to be replaced so that the script can be reapproved, we cancelled the origin order placed on and expedited the shipping at no cost to [redacted] as a courtesy [redacted] according to the tracking provided received the package on one day after it shipped on [redacted] spoke with two separate members of our supervisor team who explained to her the delay and issuesAs per the notes in her account on she was explained in detail the delay and was informed of the upgraded shipping and that the order had shipped on that date and that the issue was resolved [redacted] can contact us Monday-Friday between 9AM and 6PM EST, Saturday between 9AM and 5PM EST and Sunday between 9AM and 3PM EST if she has any further concerns or questions Thank you, Michelle M [redacted] Marketing and Client Services

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] about the Pet Plus membership charges she accrued while her membership was activeWhen the membership is established for the first time we notify the customer via email of all the “Terms and Conditions” along with all the benefits of the membershipAs part of both the benefits and the Terms of the membership we renew the membership automatically and without notice so there is no lapse in their benefits We can certainly refund the previous charges of the membership however they can no longer be done electronically due to the time that has lapsedWe will be able to mail the refund to [redacted] to the address she provided on this Revdex.com Case letterPlease allow 14-business days for that refund check to be mailedThe total we will refund is going to be $105.30, this will include the membership for ($52.65) and the one for 2016($52.65) If there is anything else we can assist [redacted] with she can feel free to contact us at her earliest convenience, our phone number is ###-###-#### Thank you, Michelle Marketing and Client Services

[redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] [redacted] used a coupon code “ [redacted] ”This coupon provides customers with a discount on their order when they become new annual member of Pet Plus as indicated in the “Terms of Use” of the couponTerms of use found on all our coupons like the one [redacted] used are as follows: "Offers cannot be combinedDiscount applies to the regular price of productsDiscounts do not apply on certain itemsInternet Promotions and Sales cannot be combined with other offers including pointsOffer is for New annual members of PetplusDiscount is good on itemDiscount can not exceed $Free standard shipping offer is applied to orders of $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 poundsPetCareRx reserves the right to modify this policy at any time without notice." In addition to the Terms of use for the coupon, once coupons are applied to the customer’s cart it is also notated in several points of the check out process that the order now has a Pet Plus membershipIt notifies every customer that the membership will be billed separately and that when selecting pet plus you will be billed annually $as shown in the screen shots belowWhen a customer decides to cancel the Pet Plus membership, if the order was placed using a coupon such as “ [redacted] ” customers are responsible for paying the retail price of the productBy removing the coupon from the order we are able to process a refund for the membership fee [redacted] agreed to pay the difference of $on A refund for the membership in the amount of $was processed on 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 serviceThank you Michelle Marketing and Client Services

[redacted] ** ***Dear [redacted] ,I am writing to you in response to Revdex.com Rejection for Case ID# [redacted] In [redacted] 's original complaint she requested a refund for her membership in the amount of $In our response to her original complaint we stated that we had processed a refund for said membership [redacted] 's rejection is not clear, as we have already refunded the fee back to the original charge account as a courtesy to her and we have also canceled the membershipAs previously mentioned the refund may take up to business days to post to [redacted] ’s accountWe need clarification from [redacted] on what we can do to further assist her as nothing concrete was requested on her rejection to our settlement of the refund we providedIf there is anything further that we may assist [redacted] with we would be happy to do so, she can reach us at ###-###-####.Thank you,MichelleMarketing and Client Services Manager

Revdex.com: 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 finally found the email they sent me on 10-**-See attachedAs you can clearly see in this email which states "It's time to refill, ways to refill online, refill now, or pet are RxNo where does it indicate that I am enrolled in auto pay or that they were sending the medicine automaticallyIt gives me instructions on how to refill not when it will be automatically shipped.I am asking one last time that Pet Care RX refund my accountThis is criminal what they are doing to innocent customers and I encourage anyone and everyone who is considering purchasing from this company to think twiceJust a quick Google search about pet care RX reviews will indicate countless people who have been scammed by this company Pet care RX has been scamming people for sometime now and it needs to stopThis email proves that I was not enrolled in any type of auto pay for my pet medicine as if I were, this email would not have come to my inbox In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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 me but I find their response quite surprising as I have not received any further communication from them since I filed my complaintNo one has asked for documentation and no one offered me this solution of reimbursementI accept their solution however would need them to actually provide me with the details on how to fix thisI don't know their requirement for this document or who it must be sent toI find this company to be beyond untrustworthy and certainly not a company that deserves your high rating of them Sincerely, [redacted]

Thank you for your email The [redacted] membership is advertised vividly on our webpageCustomers have a clear option to either join the membership or place the order without joiningThrough out the checkout process, it is consistentlyreminded that this is a membership enrollmentThe [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 separatelyThere's also a highlighted "Terms and conditions" hyper link on the page as wellWe are sadden to hear *** [redacted] * [redacted] is unhappy with her [redacted] plan benefitsWe can gladly reverse her enrollment and issue and full refund (50.00) for the plan, however MsSpinek did receive plan pricing on her item which regularly cost she only paid Plus the cost of the [redacted] membership fee of equaling A savings of by being on the [redacted] plan By law we can not accepted returns on prescription itemsIf the customer does not want the plan* *** [redacted] can get a refund for the plan as a one time courtesy, However, we are going against our Terms and Conditions to do so [redacted] Please allow business for refund to be processedThank You*

[redacted] [redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case Id# [redacted] for [redacted] *** [redacted] placed an order on for medications for her pet [redacted] then on communicated to us that her pet had tested positive for a specific type of worm that the medication is to prevent againstSince all of our medications are purchased directly from the manufacturer or licensed distributors of the manufacturer we honor all product guarantees that the manufacturer extends on the productsFor medications that prevent against worms the guarantee states on our website “You must provide proof of a negative [redacted] test completed within months prior to you starting your medication purchased from PetCareRxWe will also need confirmation of current [redacted] test showing positive results.” However [redacted] does not have a proof of the negative exam as her pet was not tested prior to administering the medicationTherefore the product guarantee is not covered by PetCareRx as the worm could have been present before this medication was provided to the pet [redacted] was communicated this information on 12/*/when speaking with one of our Customer Care SupervisorsPetCareRx will not be refunding the cost of the medication as the information required cannot be provided If [redacted] has any further questions or concerns she can reach us Monday-Friday between 9AM and 6PM EST, Saturday between the hours of 9AM and 5PM EST and Sunday between the hours of 9AM and 3PM EST Thank you, Michelle M [redacted] Marketing and Client Services

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] We spoke to [redacted] on 22016, the day [redacted] placed her first order with us When [redacted] called us on which was her first order with us and had never been canceledThe second order was from which was a result of an auto shipment; this order had never been approved by [redacted] vet so it was also open and pending resolution [redacted] requested to cancel both of these ordersSince the orders had not shipped we were able to cancel them and send confirmations that those orders had been canceledHowever as we explained to [redacted] the order that was placed by the auto shipment on had already been approved by her vet and shipped so we were not able to cancel it We advised [redacted] that because the order included a prescription medication, unfortunately we would not be able to accept a returnWe offered [redacted] 20% off her order as a courtesy since the order could not be returned [redacted] accepted the resolution and a refund for the 20% off her order was processed on in the amount $ We have canceled all current and future automatic shipments on [redacted] account to ensure there will be no future auto shipmentsUnfortunately due to Pharmacy Board Regulations we are not able to accept a return on a prescription medication Thank you, Michelle Marketing and Client Services

Revdex.com: 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: This is what the website looks like nowit didn't look this way when I orderedI am not the only one complainingCheck [redacted] for many similar complaintsHowever, I can't prove what the website looked like at that time, so I will pay the "market" price, which is currently $on [redacted] and $and below elsewhere, for exDr [redacted] and S*since my total charges were $and current price $20.59x3=61.77, I will pay and expect the $charge to be reversedI will expect invoice for the difference.I will never do business with PetCareRx again In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear *** ***, It is with great concern that I address an incident that was experienced with our customer service After hearing of this issue, I would like to make an apology on behalf of PetcarerRxWe are taking all the necessary steps to make sure that this type of problem does not happen againWe have made attempts to remedy with [redacted] ***(and 22015) by phone [redacted] may contact us at ###-###-####.Thank you, [redacted] ** [redacted] ** [redacted] [redacted] ***

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] As previously mentioned we provide customers with the cost of the Pet Plus membership at the checkout page when the coupon is redeemedIt is at that time that it is at the discretion of the customer to review and confirm their orderOnce the order is placed on our website we assume that the customer understood and agreed to all terms of both our website and any coupons used on the order At this time, as we have previously informed [redacted] we will be happy to honor the 20% off her retail price of the order and cancel the membership so we can process the refund of $ [redacted] can call us to settle the refund; we can be reached at ###-###-####Thank you, Michelle Marketing and Client Services Manager

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