Wedgewood Pharmacy

When my cat need a refill on his compounded medication, Wedgewood Pharmacy said their batch was not ready. Then over a three week period, I have been given four different stories. Last week I was told that the medication would be ready yesterday and sent out by one-day shipping. When the medication did not arrive today, I called again and this time was told that the medication would not be ready for two weeks. My cat is out of his medication now. Wedgewood Pharmacy would not give me the name of any other compounding pharmacies.

This is first time I used this service. They put me on auto refill and charged my card two times in two weeks! Trying to cancel auto refill is almost impossible. Can't get through on the phone, no email to contact them. Website is awful. No option to cancel auto refill! I'm sure this is done purposely. Had to try the chat line. They ask why you want to cancel. Told them they refill too often and my cat hates the medicine! Spits it out and it's a liquid! Finally, they cancelled it! There should be a simple way to unenroll. So frustrating!

Total confusion as to status of order, my credit card was charged but received an email stating it was time to refill the prescription. I tried to call, they do not have enough staff available to talk with anyone. I left my number in waiting queue.

When my current pet has left this world, I will never do business with Wedgewood again. I'm only hanging in there now because my Vet places prescriptions there and my pet is elderly.

Product arrives promptly following vet authorization. If the authorization is pending, it can be a good idea to folllow up personally with the vet in case they haven't replied promptly.

I've been using Wedgewood for several years for specialty heart medicine for my little dog. Not only are their prices the best, they have gone above and beyond dealing with my vet's office for renewals. Their auto renewal program is great and I always get a ping ahead of time if I need to change a delivery date. I was especially touched when I received a sympathy card when I cancelled an order after an older pet went over the rainbow bridge. Really not understanding all the negative reviews, possible issues during the Pandemic but not in the past year plus. I'm grateful Wedgewood is around and highly recommend.

Seemed like affordable pricing but apparently you cannot return something even if it is flawed. I gave my dog eyedrops (it was supposed to be the exact same product that I received last time) but it stung my dogs eye for about an hour. Waste of money.

I always receive my horse meds in a timely manner. I encountered an issue this week with the prescription not matching what I ordered (not their fault). I received an email immediately and a phone call within two minutes! The rep on the phone was friendly, calm, and eager to resolve the issue. Resolved immediately. I am SHOCKED at the reviews since I've been a customer for many years.

My typical experience w/them is that they're great. In this case, they sent me the wrong medicine, lied about it when called. I called Vet who called the prescription in. She called them. They admitted their mistake & failed to call me to correct credit card charge.
BTW: Rep said they had to charge me on phone. Seriously?
Leslie & Kayno

The worst experience I had! They messed up not even once but giving them a second change, they were able to mess up again!
Like I told them, we are ordering medication so we need a REAL delivery time - not excuses!
we are not ordering a flower bouquet to congratulate anybody, we order medication which it is a NECESSITY.
They are No Serious People - only money oriented---> credit card upfront, automatic refil BUT no honor on delivery time. it sucks 😡

Between the hassle of getting it ordered to the wrong amount for pricing, taking my card number but not charging card to waiting extra long time for medicine and it not working, just a total mess. If you want help with medicine Please find another pharmacy bad bad experience!

Wedgewood pet pharmacy is incompetent to the point of being criminal. They received an order on a business day. The shipping on the order was to be overnight. The order was placed three days later in their system. When I first contacted them all I needed to know was when the order would be received on my end and to credit the overnight shipping charge. They asked for all of my information (address, Visa card information, etc.) three times without ever addressing my question which was, when will this order be delivered and received? They danced around my question with the knowledge they were significantly late in the shipping of said order. This was for a pet who, because of their Incompetence , did not eat for a week. All I requested was when the order would be received on my end and to please credit my overnight shipping fee. They had me on the phone for literally 25 minutes continually asking me the same questions of my address, card number, telephone number etc (three times). It was as if they were taking a new order. I grew frustrated and they hung up on me. I had to call the vet to get the answer. The time it took to speak to the vet and for the vet to call me back with the my question was literally 4 minutes. Only use Wedgewood if you do not have a time sensitive issue and enjoy being taken advantage of and given the run around. The only reason I gave then a one star rating was because this app will not submit a review unless there is some kind of star rated. I give them no star rating.

Though I experienced a few problems in the past with my dog's prescriptions during and after the merger of Diamondback and Wedgewood, I can say that the issues were always resolved and the persons I spoke with were pleasant, especially the supervisors who I asked for on several occassions. However, that is in the past. I am writing this review to say "Thank You" to Wedgewood. My dog Pepper passed on 01/03/20. I sent an email to Wedgewood to ask that they immediately remove my name/email/info from their system so as to stop the automatic emails regarding prescription refills, etc. I informed Wedgewood that my dog Pepper had passed and the last thing I needed was an email alert about refilling her medication. I received a nice response back, telling me they were sorry for my loss. And yesterday, I received a sympathy card in the mail, which really meant the world to me. In my opinion, this was a very special touch and I so appreciate that Wedgewood thought enough about my dog, a member of our family, to send a card and offer condolences. To me, this is what good customer service is all about - thinking about the customer/taking the customer's feelings into consideration. Thank you Wedgewood. In looking over some of the reviews posted on this page, it is my hope that Wedgewood will be able to bridge the gap between their services and the expectations of their customers. I know there is some good in Wedgewood based on my last experience with them and it would be wonderful if others saw this as well.

Brigitte M.

Worst possible experience I have had with any company I have ever interacted withMy cat is extremely ill and is becoming sicker every day and this company still has not sent us his medicineWe are several days passed when this pharmacy has promised our medicine to have arrivedThis pharmacy is irresponsible in its business practices and our cat is still sick because of their inability to get medicine to usI will advocate against anyone using this pharmacy and plan on speaking with our veterinarian about no longer using this pharmacy eitherThe biggest slap in the face is that we paid for expedited shipping because our cat is so sickWe received a hollow apology email from this company stating that they are sorry that they did not meet their promised date that the medicine should have arrivedThey did not even offer to refund the extra money we paid to have it shipped soonerIf you care about the well-being of your pet, do not use this company

We received a copy of your complaint to the Revdex.com and apologize for all the confusion you have experienced with Wedgewood Pharmacy and our staffA Wedgewood Pharmacy representaive contacted you on May 4th and worked with you to resolve the billing issue that you encounteredYou then contacted your veterinarian to discuss a new prescription for Zen’s medicationJust to recap what was discussed and the resolution agreed toWedgewood did successfully charge your credit card for Zen’s prescription ordered on 6-1-totaling $51.00, however the charge was disputed with your credit card provider on 6-23-On 7-6-your credit card provider did a reversal of the charge taking back the $from Wedgwood and returned the amount to you the cardholderSince so much time had elapsed since the credit card reversal of charges, we removed the $balance (that was showing due) from your account so that you could order prescribed medications for Zen at WedgewoodYour veterinarian then worked with you and provided a new prescription for ZenWhile you had requested a day supply of medication, the veterinarian would only approve and provide us with a prescription for a day supply which we shipped to you on May 4thWhen we contacted you on May 5th to explain that the veterinarian would only authorize a day supply, you stated you no longer wanted the day supply and to refund your money for the orderWe will do as you requested and refund your $and you may keep the day supply of medication at no charge when it arrivesWhile only receiving approval from your veterinarian for a day supply of medication was understandably disappointing to you, this is beyond Wedgewood’s control to resolveIf we can be of any further assistance in this matter please contact us

Beware. Wedgewood delayed my prescription because of a minor question with the prescription. They didn't tell me and I called every day to check the status. Finally on day four a manager told me it hadn't been made and why. This could have been resolved in one phone call to the vet had anyone informed me on my daily calls. I still don't have have it. this is terrible especially for critical meds for a vulnerable kitty. Beware

Business Response to a Complaint
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Staff Member:
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Response:
Dear Ms*** I’m writing in response to Complaint ID *** submitted by Ms*** *** which came into my possession on May 29thLet me begin by saying that Ms*** is, as many pet owners are, extremely passionate about the health and wellbeing of her cat *** We at Wedgewood Pharmacy recognize this and we work diligently to ensure we are a positive force in providing the highest quality of safe, specially formulated preparations not available through the typical manufacturer channelsThe *** *** *** *** *** accredited Wedgewood Pharmacy in January meaning “the pharmacy has independent, external validation that it meets nationally accepted quality assurance, quality control, and quality improvement standards*** national standards are based on the consensus of industry experts of those elements that should exist in a pharmacy that adheres to high quality standardsWhile all pharmacies must be licensed, *** accredited pharmacies have gone the “extra mile” to assure quality.” Therefore we would not offer preparations compounded with substances known to be toxic to our patientsIn addressing Ms*** specific complaints I personally reviewed each of the interactions Ms*** had with our pharmacy spanning April through May 19thAlmond Oil The Almond Oil is *** grade for consumption and is not listed as toxic to catsThere is no evidence in any of our research that indicates it as suchMs*** initial conversation with a pharmacist (RPh) on 4/was her concern over the caloric and cholesterol content of the almond oil as related to her specific cat’s need for low calorie diet and her displeasure that she wasn’t provided with that informationThe conversation continued around “talk” that some veterinarians question its use however there is no documentation we could gather to support any issuesOur RPh suggested she talk to her vet to determine if the oil would be problematic to “her cat” specificallyShe declined to do soWe offered a different dosage in the form of a soft “chew treat” since the concern was over the calorie count and her concernsAdditionally, we had *** ** pick up the remaining medication (in almond oil) and refunded the cost as courtesy when we received it back in our officeThere were then several calls between 4/and 5/regarding *** ** picking up the medication, detailed conversation about the new dosage form, ordering it, inquiring when to expect the new medication and when to expect the refundThe *** “chew treats” were delivered on 4/*** *** Tree May 14th, days later, Ms*** called, beginning the conversation with “kitty is taking the tablets well and I have no concerns about that” and then inquired with the RPh about the “source” of the *** preparationShe stated she had looked on the internet and stated that certain plant sources of *** are toxic to catsThis is not information that is readily available to us and required additional research on the part of a Wedgewood Technical RPhOn 5/the RPh spoke to her again indicating that the source is from the *** *** treeMs*** she insisted that it was toxicThe RPh tried to assure her of our quality practices, that there was little he could do and again suggested that she contact her veterinarian, as he was the one who prescribed itShe refused againNote: Wedgewood has been unable find any repected literature regarding toxicity of the tree to animals, or the *** extracted from the tree, nor is it listed in the *** poison control documentationIt can be noted that there are extracts from toxic substances that are not toxicExample: *** *** is an extract from the *** beanThe bean itself is toxic and contains ***However *** *** is NOT toxic and is used extensively in human and animal medicine5/Ms*** called and spoke with one of our Senior Support Specialists explaining again that she had researched and found that the source of our *** was toxic to both humans and animals and wanted a credit for the chew treatsWe asked if she had discussed with her vet and if they felt the medication was having a negative effect on ***Ms*** said she had not and “that was not the principle” but that it was the RPh’s responsibility to ensure what we are making is safeWe shared again our high quality standards and that we would not dispense a toxic substance and reiterated again to contact the vet and have them contact WW if there was an adverse reaction with ***’s symptomsShe then stated that we gave her a toxic substance that could have “killed my cat” and that we were negligent and she would write the Revdex.com and dispute her charges and “besides, I bought it from another store for $8.00.” Treatment Ms*** cited poor treatment by one of our RPh’s, whom she had been in contact with timesUpon review of all of the interactions I did find that on the last occasion the RPh spoke with her, we most certainly did not present ourselves in a manner befitting our reputationWe have since had accountability conversations with this individual to ensure that demeanor will not be repeatedIn closing, Wedgewood Pharmacy has researched the claims of toxicity around almond oil and our source of *** and has found no research to support Ms*** claimsShe treated *** with the chew tabs x/day as prescribed by her veterinarian for approximately days without an adverse reaction, contact with her veterinarian or treatment to state otherwiseWe do understand and empathize with her love for *** who is ill and will refund Ms*** for the $she has requestedThat being said we do not feel it is necessarily appropriate to refund for the productIt was consumed and no documentation could be located through our research to call into question any claims of toxicityAdditionally we have never had a submission of adverse reactions from a patient or veterinarian for Almond oil or our compounded *** formulationIf you require additional information I can be contacted directly at ***Respectfully *** *** *** *** *** Wedgewood Pharmacy
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[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
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One of the best online services I have ever used.Fair price.Fast shipping.Good shipping cost.Very good customer phone service.The best EMAIL up dates,And,It's in AMERICA

This company is amazing!I am from Las Vegas and the vet referred me to another company whom was horrible and they have an F rating on Revdex.comWedgewood pharmacies I used in the Virgin Islands and now in Las VegasShipping was great and they even sent a toy that my cat adores! The customer service phone dialog is amazing too they are the gold standard, are empathetic and knowledgeableI will permanently use this company

We received a copy of your complaint to the Revdex.com and apologize for all the confusion you have experienced with Wedgewood Pharmacy and our staff. A Wedgewood Pharmacy representaive contacted you on May 4th and worked with you to resolve the billing issue that you encountered. You...

then contacted your veterinarian to discuss a new prescription for Zen’s medication. Just to recap what was discussed and the resolution agreed to. Wedgewood did successfully charge your credit card for Zen’s prescription ordered on 6-1-15 totaling $51.00, however the charge was disputed with your credit card provider on 6-23-15. On 7-6-15 your credit card provider did a reversal of the charge taking back the $51.00 from Wedgwood and returned the amount to you the cardholder. Since so much time had elapsed since the credit card reversal of charges, we removed the $51.00 balance (that was showing due) from your account so that you could order prescribed medications for Zen at Wedgewood. Your veterinarian then worked with you and provided a new prescription for Zen. While you had requested a 45 day supply of medication, the veterinarian would only approve and provide us with a prescription for a 15 day supply which we shipped to you on May 4th. When we contacted you on May 5th to explain that the veterinarian would only authorize a 15 day supply, you stated you no longer wanted the 15 day supply and to refund your money for the order. We will do as you requested and refund your $15.25 and you may keep the 15 day supply of medication at no charge when it arrives. While only receiving approval from your veterinarian for a 15 day supply of medication was understandably disappointing to you, this is beyond Wedgewood’s control to resolve. If we can be of any further assistance in this matter please contact us.