Review Time
Always easy process to order treatments for my cat. Call staff are incredibly helpful and when I ordered wrong flea treatment for my cat, I rang through and spoke to Libby who was amazing. Cancelled wrong order and said a refund would be issued. I have been a repeat customer for a number of years now and highly recommend. Much easier on the pocket too! Just a shame I have to pay our vet for paper prescription.
I have relied on their services multiple times recently for my senior dog, who has various health issues. The team has consistently gone the extra mile to ensure I receive her prescription medications promptly and has assisted me in finding a specific off-label medication.
Extremely poor customer service; I never received my order and now they refuse to issue a refund or resend it. I attempted to call the support team, but after waiting for more than an hour, I couldn't reach anyone. I also emailed them, but they declined to address the issue. I cannot recommend this service.
I ordered two different medications for my dog. Since one was a restricted medication, I had to send the original paper prescription instead of a scanned copy, which I was okay with. The prescription arrived at the service on Friday, and they confirmed receipt on Monday. However, on Wednesday, I received an email stating that the vet team reviewed the prescription and noted that there were no details about my dog, asking me to resend the information. I replied with the needed details, although they were already on the prescription they received. The next day, I got another email saying the attachment had ‘disappeared’ and requested I resend the prescription as an attachment. This was confusing since I had already sent the original by post, and they had confirmed receipt and review. It seemed like they lost it but didn’t want to acknowledge it. The following day, they shared the ‘great news’ that my prescription was prepared and sent to the warehouse team for dispatch. By Friday, one week after they received it, I was notified that the courier had picked it up for delivery. I also received an email indicating that there was an error, and the label on the medications was for another dog (one of mine who passed away in April). Since one of the medications was controlled, I paid for the expedited delivery that required a signature, which seemed reasonable. However, it was delivered on Monday without needing a signature, just left at my porch. Overall, it took 8 working days from ordering to receipt, with a lost prescription, additional delivery charges, and a deceased dog’s name on the label.
This marks my third experience with this site, and it has proven to be the worst. I ordered medication for my dog on December 5, ensuring that all prescriptions were uploaded alongside my registered pet in their system. (Note: you cannot upload a prescription without linking it to a registered pet.) I received an automated email confirming that my order was placed, but there was no further communication or action for the next three days. Their phone line was closed, and there was no chat service available. The claims made in their advertisements are misleading. On Tuesday, they informed me that one of the prescriptions was unclear. I resent all documents in PDF format ten times! Today (December 12), I received an email stating there was no prescription. Can you believe this? After two hours of calling, I was told that the prescriptions were not linked to any pet, leading them to ignore the case entirely! Again, can you believe this? I have only registered one pet, and all prescriptions were printed under their name with the doctor’s signature. Their system does not allow the upload of prescriptions without linking a pet first. Yet, they claimed my file was not linked, which resulted in a week of inaction! This excuse is completely untrue, a blatant lie! While your pet is in need, they choose to ignore and abandon your case with no communication or notice. After expending significant effort to reach out, they will provide numerous excuses, lying repeatedly. All these unnecessary interactions are time-consuming and exhausting. Therefore, I strongly advise against using this site. It’s better to obtain your medication from your local hospital or veterinarian.
I placed an order with two different representatives on separate occasions while trying to follow up on my long-awaited initial order. I still haven't received the order, and my dog urgently needs this medication. I would prefer actions regarding my order rather than just apologies.
I had a terrible experience with the service. I placed my first order on 12 November, allowing ample time since I would be out of the country for three weeks and needed my dog's prescription medication delivered smoothly. Unfortunately, that proved impossible. Due to a problem with my vet’s prescription (their fault!), the first order had to be canceled. I then reordered on 26 November, only to be informed a week later that there was a quantity issue. I canceled again and placed a third order on 2 December. As of 7 December, I have received no confirmation that this order has even been processed, let alone dispatched. The “Priority 1–2 day delivery” is a joke; an item from my 12 November order didn’t arrive until 6 December. Communication has been slow, unclear, and misleading, with generic email templates being used instead of genuine customer service, adding to my frustration. Caring for a dog who has regular seizures is already stressful, and dealing with this incompetent and uncaring service has only made it worse. I now have just four days of medication left, and this situation has caused me significant stress. I will never use this service again. STEER CLEAR IF YOU NEED CONTROLLED MEDICATION!
I would give less than 1 star if possible! After placing an order, it took them over a week to address an issue. They informed me that I wouldn't receive my medication until it was resolved! I demand a refund! I need those meds! This situation requires immediate attention. I will consider legal action; it's my money, and I expect either my medication or a refund! I will never use this service again! STAY AWAY!
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