Strategic Pharmaceutical Solutions Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Hi ***, We apologize for any confusionWhen an order is placed through a veterinarian's online store, the veterinarian must approve or deny the prescriptionSince, your veterinarian would like your cats in for a visit, they denied your prescription requestIt's similar to a refill
on human prescriptionsYour veterinarian needs to make sure your pets are on the right dose for their age, weight, etcIf any changes need to be made, it may affect the prescription strength. As for the credit card charge, our sincere apologies again for any confusionOnce an order is placed, our system puts a hold, or pending charge on your account to verify there are sufficient fundsIf the order is approved, those funds are withdrawnIf it's denied, such as in your case, the pending charge should fall off anywhere from three to five business days, depending on your financial institute's policiesThat being said, you should see that charge fall off within the next few days. One of our Pet Owner Care team members will be in touch with you soon to make sure your account and orders are all okay and to help resolve this with you. Please let us know if you have any other concerns or questionsOur apologies again that your order didn't process smoothly and that you had to reach out to rectify itHopefully, it will all be smooth sailing from here! Thank you for trusting us with your pet's medications, we honor that and hope to be of service for you and your pets in the future. Your Vetsource team

According to our Pet Owner Care team, Mr***'s refund for order number *** was processed on 7/Please see the attached receipt

Mrs*** We sincerely apologize that you had such a frustrating experience with your orderWe're going to look into this further this morning and we'll be in touch so we can to work with you on resolving your account. This situation doesn't sit well with us either and we'll move
forward, learning from our mistakesAgain, we apologize that this wasn't a smooth or easy situation. We'll be in touch soon. Thank you for reaching out

Hi ***, I'm sorry to hear that your order wasn't delivered in a timely mannerI'm forwarding your case along to our Pet Owner Care Team for their reviewIf you could please respond with your order number, that would help expedite the processWe'll do our best to find a resolution as soon
as possible

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. Sincerely, [redacted]

Dear Mr [redacted]:Timely processing of prescriptions and providing outstanding customer service are very important to VetSource and our apologies that there were complications with your client's nutrition order. We have scoured out fax server and been unable to locate...

the authorization you faxed to us. Not having that faxed prescription was why we were contacting you to facilitate an alternate method of approval and again, my apologies that there was obviously a miscommunication. According to our call logs, prior to 9/8 we unsuccessfully attempted to contact your practice four times via phone with a recorded greeting answering each time.Twice we were able to leave a message but those calls went unreturned.Thank you again for providing verbal authorization for your client's prescription request. With that prescription on file, should she choose to re-order we will not need to contact you again until May 2016. To hopefully avoid any delays in the future should your clients choose to use Home Delivery we have updated our system to alert them to please mail in a written prescription. No faxes or phone calls needed! [redacted] has contacted your client to make her aware of this system change and has also discounted her order as a token of our appreciation for her patience with this process.Again, I am so sorry for your troubles and very much hope we can avoid anything of the sort happening again. KimKim P[redacted], CPhTInside Sales and Support Manager

Hello Ms. [redacted],
Thank you for providing VetSource information in regards to your customer experience.  I am sorry that it was not a good experience and I want you to know that we are working extremely hard every day to improve to become an industry leader in providing a world class customer...

experience.
I am happy to hear that you were able to get in touch with our Customer Service department today and that we were able to refund you $79.99 for the product that was not intended to be ordered. 
Thank you for being a valued customer and if you ever need any assistance in the future, please do not hesitate to reach out to 877.738.4443 between the hours of 5:00 am to 5:00 pm PST. 
Regards,
VetSource

Hi [redacted],  We apologize for the inconvenience; our team is currently working on finding out what happened with your order. If you could send your order number and the name of your veterinarian, we can dig a bit further to make sure the problem with your order is resolved.  Thanks for...

working with us, Your Vetsource Team

Complaint: [redacted]I am rejecting this response because: This is not satisfactory.  We have proof of faxing to you on multiple occasions we have no record of any of your calls to us and a call after hours where we don't accept recorded messages does not count as an attempt to contact us.  I could simply say I contacted you 20 times after hours and you never responded.  That is ludicrous. The bottom line is I don't believe your story and we will continue to advise all future clients NOT to use your service and this complaint remains open until you fully refund our client for the time she wasted attempting to resolve this with you.  In all my years of working it is unheard of to have this many problems, caused by your company, with a single product order.Sincerely,[redacted]