ComplaintsforCalifornia Pet Pharmacy

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered the product on 5/29/23, paid and followed the instructions. Product was supposed to be shipped out within 4-7 days. I forgot about this order because I hadn't heard back from the company. When I was checking an auto draft on my **** ending in **** on 6/16/23 I saw there was a $10 charge on my credit card on 6/14/23 from a drug store/ pharmacy. When I called this company they told me they cancelled my order and charged me a $10 fee. The representative said she spoke to *** the manager and he said he would not refund my $10 and when I asked to speak to him immediately after she said he had conveniently just walked out and left the building. I asked for his last name? she said she could not tell me. I asked for the manager on duty? She said there wasn't one. I told her I know there is no company that doesn't ever have a manager leave and there is no manager on duty. She said ******* the person in charge was in a meeting for the next 30 minutes. I let her know I would hold. When ******* came on the phone 5 minutes later, she said all the managers were in a meeting that's why no one was available. She said she could not refund my $10 fee they charged me for cancelling my order. I told her I was upset: no product was sent, they cancelled my order and charged me a $10 fee, then they lied to me about the manager being there so I would not be able to speak to him. I told her I did not like being lied to and treated that way. I have no interest in doing any business with California Pet Pharmacy because of the way I have been treated and I want my $10 back!

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 24, 2023 I ordered 3 bottles of Azodyl online from California Pet Pharmacy for $233.99. Because the order was over $100 it automatically gave free shipping. California Pet Pharmacy called me on that day to say that the free shipping was 5 to 7 days and that would be too long because this item needed to be refrigerated. They said I should ship it in the method of 2 to 3 days and that would cost $12.99. I said okay, I will pay that shipping. It was delivered on April 26th. I brought it into my house immediately when it was delivered. It did not sit outside at all. I opened the envelope immediately when I brought it inside. The three bottles were WARM, NOT room temperature. I knew that was a problem because I knew they were supposed to be kept refrigerated or room temperature up to 10 days. They sent it in an insulated ENVELOPE with ONE ice pack. The ice pack was WARM, NOT room temperature. I called them immediately and let them know of the problem. They kept trying to tell me in different ways that everything was okay. I kept telling them in different ways that the medicine was no good because they had been WARM, NOT room temperature and that I wanted a refund or three more bottles sent. They said they would have someone call me the next day. At 8:00 p.m. the next day someone did call me. They even more strongly kept trying in different ways to get out of it and say that either the pills were okay or it was my fault. I strongly kept telling them in different ways no, that they were not okay and no, it was not my fault. After a long time and going around and around, and they had nothing left to say, I finally told them that I wanted to speak to their supervisor. They said they would have the supervisor call me the next day. The supervisor never called me. A previous order from a different company of ONE bottle arrived with THREE ice packs in a Styrofoam BOX that was inside a cardboard BOX and was cold. I want a replacement or a refund, please. Thank you.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered diabetic pet syringes 6 boxes for free ship. Order page says additional ship fees when order bulk. on checkout page does not say this is a bulk order says free shipping. I order get email saying I will be charged $15 for bulk order so I cancelled because checkout said free and nothing about bulk. They then charged my credit card a $10 cancellation fee without my conscent

  Business response

  04/07/2023

  Greetings,

   

  The customer placed an order for 6 boxes of the syringes. On all our syringe listings, at the top of the page has a bulk shipping banner. Shipping fees are also in our shipping and return policy

   

  ********************************************************************************************************

  Customer response

  04/07/2023

   
  Complaint: 19907740
  
  I am rejecting this response because: they charged me a cancellation fee and since I was not notified pf the cost of shipping prior to placing the order I should have the right to cancel the order should I think the cost of shipping was to high
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  *********1 star 10/03/2022 I ordered 12 mos of Iverhart *** SOFT CHEW heartworm medication for both of our small dogs. SOFT CHEW was the issue, for neither had teeth for chewing. When the med was due in the mail I received an email stating it was not in stock. Finally it arrived about 2 wks or so later. On opening the boxes, all the product proved to be labeled SOFT CHEW but all were solid hard bricks. Now eager to get the med in them any way I could, I tried different methods. Cutting them only produced crumbling hard chunks or powder, etc. The bill of sale says to "inform us of any discrepancies" so I called. Several calls only left me with, "no prescription meds can be returned". The issue is I did not receive what I ordered. The med is of no use .The label SOFT CHEW is not valid. I have requested a refund of $119.. Finally, the best they offered was a partial credit. My only need is SOFT CHEW and they obviously cannot provide it. I need a refund for I did not receive the product as advertised. Had to quickly order from a reputable company the higher priced Brand Name product. It truly is SOFT CHEW, beef flavored and ************ Need help from the BBB to receive a refund.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I work at an animal hospital & part of my job as a Mgr is to handle medication approvals so I am aware of what info is needed to complete an online rx request. My personal pet has extreme anxiety (trembling, crying, panting, howling, knocking over plants, etc) where he needs to be medicated. We have tried many medications (8 to be exact) that have not worked for one reason or another. Recently ordered Alprazolam (within the last month) which I gave my pet multiple times in hopes of it working. However it made him worse (scratching at doors, trying to jump out a window). The Dr stated this can happen with certain meds so she ordered up Lorazepam to try. Placed my order on a Thurs, CPP was contacted with the info needed to fill the rx (including the Dr's ****** On Fri CPP called the hospital for confirmation on the meds & unfortunately a coworker gave CPP the wrong info on the rx. Once I realized I call CPP back to give the correct info (100 pills @ .5mg instead of 30 pills @1mg - the Dr ok'd the larger qty due to cost), since there was confusion with the order CPP pharmacy wanted to talk to a Dr (which is totally understandable), the Dr on call verified the info for the larger qty and pharmacist said we were all set. On Fri eve I received an email stating they won't be filling the order until my dog has finished the Alprazolam. I tried explaining the dog can NOT take the meds due to his reverse reaction. I asked to speak to a Mgr (I was told his name is ******/the only Mgr for CPP) but was told he refused to come to the phone. I stayed on the phone for over 20 mins trying to get this rectified as I was concerned about the upcoming Tropical Cyclone we are to be getting this weekend. CPP customer service via ****** said there is nothing else they can do until my dog finishes the Alprazolam that he CAN NOT take! They finally said they would send out the meds "as soon as they can but the pharmacist has left for the day & won't be back until Monday". My dog left w/nothing

• Initial Complaint

  05/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Repeated unreliable shipping .last year my order arrived after 2 month .I have a sick dog at home who needs the medication to breath.this time ***** lost the package,I paid over 300$ for meds have no medication for my dog and they give me the runaround blaming fed x .there is no shipping information.not available.its a scam ! Dont buy there

  Business response

  05/14/2022

  Greetings,

   

  The customer order was placed and shipped on 5/10/2022 as promised. After shipping, the customer contacted us regarding the delay with shipping on ***** end. We also looked into it and do see a 1 day delay. While on the phone with the customer, we informed the customer we also see ***** is experiencing a delay and if they would like, we can reach out to ***** to find out more information on why there were a delay. We were forward with the customer and informed the customer they can see the ship date on the tracking was sent as promised.  

   

  Tracking ***** 272984863340
  
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Dear Sirs,I placed 2 x orders for 1 gallon of DMSO wit CA pet Pharmacy in March.I had only planned to order 1 gallon but when I saw that they had a 12% on top of their already low price, I placed a second order. Unfortunately I had overlooked the discount on my first order, so I sent them an email asking if it could be applied.I received phone call saying , yes it could but they would need to combine my orders and charge me $50 for shipping, which made no sense since their website clearly states orders over $100 come with free shipping. My order combined would have been over $200.It didnt make sense, so said just sent me one order, the one with the discount.The order was shoved in my mailbox, it was frozen upon receipt, and I had to wait before I could transfer product into smaller bottles. When it did defrost, I noticed a gash in the plastic bottle. I took photos and contacted CA pet pharmacy, to my surprise they were not helpful at all, they want me file claim with the post office. They in return tell me, it wasnt marked as perishable, so they on to place it in my mail box.And when I gave CA pet Pharmacy a bad but honest review, they refuse to help me unless I take down my review.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a product on California pet pharmacy. They took out two payments. when I called them back about this they explained that they take out an authorization amount which they did not inform me before I purchased the product. They told me it would not come out of my bank account but would drop in a few days. I called my bank and it did come out of my balance which made my account overdrawn. I called cpp and the manager seems to be hiding from me. 02/08/202293910 CALIFORNIA PET PHARMAC HAYWARD CAUSTran Date/Time: 02/07/2022 15:47:55 In-**********.48157.10 02/08/202293489 CALIFORNIA PET PHARMAC HAYWARD CAUSTran Date/Time: 02/07/2022 15:47:46 In-process *****

  Customer response

  03/23/2022

  Hi

  Thank you for your help in this matter.   I kept calling the company until I could speak to a manager.  The matter was resolved

  Thank you again

  marni

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for pet medication on 01.12.22 for $214.59. I was sent a **** tracking number, when I looked for my order it said that it had been delivered. However I never received it.This company is refusing to ship a new order to me or refund me the money I lost. My dog has heart problems and the medication is very expensive. They are taking advantage and basically stealing from me.

  Business response

  02/14/2022

  Greetings,

   

  We sent out a replacement to the customer and tracking shows it was delivered via **** tracking 9405511202508522505177

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ordered Vetmedin A few times from California pet pharmacy during Covid when no other online pharmacies had it my last two orders the bottles were not sealed the pills when theyre busted in half crumble and my dog has been on these heart pills for a year and a half with no issues in the last four weeks my dog has been to the Emergency room once into the vet for times these pills are outdated and very old the veterinarian told me we compared them to a newer one I knew when I had called customer service and she told me that my pills should never been opened because they come in a sealed box my pills from California pet pharmacy have never came in a vetmedin box, I called manufacturing company and they verified that these pills are supposed to come sealed in a box and the prescription is supposed to be on the outside of the box these pills were not in a box not sealed and not effective have done horrible reverse effects on my dogs heart shes in congestive heart failure now dying

  Business response

  10/20/2021

  To whom it may concern:

  
  The customer reported the issue with the medication a month after receiving it. In accordance with our protocols the customer was asked to send images of the medication in order to inspect it. The container seemed to be intact and the medication was nowhere close to expiring. 

  
  The medication comes in a sealed container and is purchased directly from the manufacturer. The medication is stored in a temperature controlled setting and when the medication is dispensed by a licensed pharmacist, the seal on the bottle is checked. We have no other complaints by customers purchasing the same medication and we have not received any recall notifications from the manufacturer. 

  
  It is unclear what caused the issue but as courtesy to the customer the medication was replaced. 

  
  Kind Regards,
  Customer Service
  ****************
  ********************************
  ************
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩