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.
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