ComplaintsforEntirelyPets.com
Pet Supplies
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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered varenzin Ca-1 for my cat and he died before being able to use it. I emailed to ask to return or refund the item. No one responded. I then called and they said a supervisor would call me back and they didnt. Every other pet company offered me a refund and condolences and this company would not even get back to me. Its horribleBusiness response
06/04/2024
Customer:
***************************
428 10th street apt 1
*****************
Order was placed 4/8/24 for varenzin Ca-1 (Molidustat) Oral Suspension 25mg/mL, 27mL. The approval was obtained from the customers ***************** The "Rx' was shipped on 4/15, delivered on 4/22/24. Medication is intended to be used on purchase, safe pharmacy protocols prohibit the returns of Rx medication. It is in our policies to not take "Rx" back for specififc contamination or tampering precautions. Theese policies are also stated on our website.
Copied from:
**********************************************
RETURN POLICY
We can not accept returns on prescription items.
Please visit the FDA: *********************************************************************************************************************************************** learn more.
The Customer placed "1" call to EntirelyPetsPharmacy on 6/3 @ 4:07pm PST. Where she was advised we do not take returns or offer refunds on Prescription drugs that were not adminstered.Customer response
06/05/2024
Complaint: 21801121
I am rejecting this response because: nowhere in the order did it say that they had a no return policy. Also, I was told that a supervisor would call me back and no one did. Every other pet company that I contacted either refunded or accepted return of pharmacy and other products when I informed them that my pet had died, they cannot deny a return when they didnt state that was their policy. Please see attached order confirmation. ******* says that they have a no return policy.
Sincerely,
***************************Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed my order SOHP1046962 on April 24, 2024. It contains three items.I received all the other items from this order; however, the "Petsafe Gentle Leader Quick Release Headcollar Small - Black" is still listed as unshipped. I've sent two emails ask a check, but no one replied. I want to get a refund for this missing item.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered 1 time from this company to get flea collars for my dogs. They now have me on an auto delivery I can't get a hold of them by phone or email. I want this to stop. How do I get my information away from them and to get them from sending any more shipments.Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
After ordering vitamin supplements for my dog, I waited 3 days and after no notification of shipment, I reached out to the Company via phone and email and no satisfaction, just an auto reply with a case number. A voice message I left on Monday was finally returned Tuesday, 5 days after my order was placed and payment delivered. I find out then the items are on back order with no ETA. This company should have noted that when ordering and I would never have placed the order as these are needed for my pets wellbeing. Then, when going to the BBB site and it says they are NOT accredited by the BBB yet they claim that on their website. Does this constitutional grounds for legal action? I dont know. I just feel deceived due to this false advertising of the association with the BBB. I demanded a refund at that point, now Ill wait to see if that happens.Initial Complaint
02/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I ordered a prescription product from their website on 11/27/2023 and to this day I still havent received my complete order. They emailed me and said they were out of stock after my order was already purchased, and they said they would send it out in partial shipments. Complete order has yet to be fully mailed, and its Feb. 3, ****. Two going on three months later. I emailed, and called them several times, and each time I spoke with someone who just blew me off and quickly said that they would send the remainder of my order. If I was in a dire life and death situation, where the prescription was severely needed, a death probably wouldve occurred by now from waiting on the medication. I would like them to finish giving me the rest of my prescription, and Id like to be accommodated for the wait, the stress from constantly calling, and having to keep asking for something that I paid for to be delivered to me on a specific date. They have complaints on the web and I see why now.Business response
02/05/2024
To whom it may concern,
An order for customer ********************* was submitted on 11/25. We received a prescription approval on 11/27, the customer was made aware the option of a partial shipment due to the full amount of the tablets not being instock. The customer agreed this was acceptable to ship in partial shipments. Both shipments were delivered on 12/5 and the remainder on 12/9. Additionaly there was a refund for "1" tablet the customer stated is missing, due to the importance of tracking medication and our systems stating the order was filled correctly we refunded the cost of the single tablet.
Delivered
Delivered, In/At Mailbox
******, ** 39096
December 5, 2023, 9:18 am
********************************************************************************
Delivered
Delivered, In/At Mailbox
******, ** 39096
December 9, 2023, 8:35 am
********************************************************************************Customer response
02/07/2024
Complaint: 21242412
I am rejecting this response because:
Yes I was informed of the prescription not fully being in stock, and that I would receive two partial shipments. Yes I received the partial shipments, but on the second part the shipment was (1) pill short. So their mentioning of their system showing correct shipment is either not put in the system correctly or a blatant lie. I have no knowledge of ANY refund that was to be given to me for the pill. This is completely new news to me. If this is the case, ask what particular day was it refunded, and how much was the refund for the 1 pill? I will check my bank to see if it is as theyre stating. It seems as if theyre trying to say that they offered me a refund which is absolutely not the case. I called them multiple times and emailed multiple times, and yes it was all over 1 single pill, but it was a pill that I paid for and I wanted it. So it shouldnt have been so hard to get. Especially having me to do this to get it. This is terrible customer service from this business. If it wasnt fully in stock, why let it still be able to be purchased on their website? Thats false advertising or something similar. Like I stated, Ill check with my bank for the unknowingly refund and date it was supposedly given, but for all of my troubles as a customer, Id like to receive some sort of compensation for me having to go through all of this trouble, because the integrity of their company should want to make things right with the customer, and they know for sure how many times I reached out to them about this situation. So its not completely about the 1 pill. Its about how they handle business because many customers probably wouldnt have counted their prescription when it arrived, but by me purchasing from a new to me website, I wanted to be sure they were honest and they werent. So if they cheat people out of a pill here and a few pills there, they actually save themselves a lot of money from all the thousands of orders. Its a classic theft type move that crooked companies do. Take out a little thats usually overlooked and unnoticed. I wish this situation hadnt come to this but were here now, so Entirely Pets needs to do the Entirely right thing by me. Ill be waiting on their response with the amount of refund and date it was given, but they did not mention that to me period. Thanks.
Sincerely an unhappy customer,
*********************Initial Complaint
01/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered pet medication from their website which was never delivered (vet approval was received by the pharmacy). I called 10 days later to find my order had never been shipped. The person on the other end said something like "oh yeah I believe we got some of that in yesterday". So I asked why I was allowed to purchase the item if they didn't have it in stock and why I wasn't notified that they didn't have the medication. No answer there really except, " I'm really sorry" They promised to expedite shipping to two day shipping. I called back 24 hrs. later and the medication still had been shipped out. I cancelled and ultimately went with a reputable pharmacy and received my order in 48hrs.Business response
02/05/2024
To Whom it may concern,
An order for customer *********************** was submitted 1/9/24. This order was not approved by a liscensed veterinarian. Despite our attempts tofax the customers veterinarian we had not response. The customers refills were expired and to no avail. EntirelyPets pharmacy called and left a voicemail for ********************************* ********** services but no response was returned. This was communicated to the customer via email, with no response from the customer. Unfortunately we cannot release medication without a verified approval from the customers veterinarian.Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In October 2019, I placed an order at Entirely Pets Pharmacy for 10 packages of ******************* (1 gram) and 10 packages of the 2 gram dewormer. 20 packages total. The items were bought for my moms friend who lives in *****. And was supposed to arrive before my parents trip in December, which it did not. A package was delivered just before New Years 2020. However, it was not the complete order. Only 10 packs of the 2 gram dewormer was sent. And the invoice stated that the order was complete and I was charged for 20 packages. I contacted the company to let them know that I was charged for items that were not sent and that it took over two months to receive it. The person told me that it was on back order. I stated that if it was on back order the company should let the customer know ahead of time and that a customer should not pay for something upfront/ be charged for it until such item is received. He stated that I should receive it in a couple weeks. Nothing ever came. I called and emailed the company countless times since then and got the run around. A couple customer service reps I spoke with saw that I have called before and read the notes on my account. They ensured that someone would contact me but phone calls and emails were never returned. Its been nearly three years of me trying to get a refund. I just called them again right before this and now they say they have no record of me or my order number. I have the original package invoice they sent, where they checked off they sent everything when they did not. I would like a refund and would like to file a formal complaint about this shady company and their horrible practices.Initial Complaint
09/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On Saturday night, 9/16/23, I ordered an 8 oz bottle of **************** for cats for ***** on my **** credit card, based on their advertised delivery time of four to eight days. On Thursday, 9/21/23 I received an email that the product was awaiting **** pickup in their CA warehouse. Based on their advertising, I expected the product between 9/22 and 9/26. I need it ASAP. Based on other deliveries by **** from CA, it will take another week before I receive the product and far exceeds their promised four to eight day delivery time. On Thursday 9/21/23 at 10PM EDT I called and left two messages for them to cancel the order and refund my money since they had not yet shipped the product. On Friday evening 9/22/23 I had not heard from them and called at 8PM and spoke with ******** at ***************** who said they hadn't gotten my two messages nor had they cancelled the order and they wouldn't do anything about it. She said she wouldn't stop the order (even though they had 24 hours notice while the package was in their warehouse), and product had not yet been delivered to **** when I spoke with her. The order was finally delivered to the *********** three hours after I spoke with ******** and 26 hours after I left the messages to cancel the order. ******** was unwilling to do anything except tell me to return the order and once it was returned to them they would issue a full refund on my credit card. If I had known of their misadvertisement about the delivery time and their poor service I would have ordered a similar product from my vet with a guaranteed delivery time of three days.Initial Complaint
08/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
EntirelyPets.com Order ID: ******************** ordered on 7/17/2023 Order Total: $37.24 for BONIES Natural Calming Formula Multi-Pack LARGE/REGULAR 6-PACK (30 Bones) I have attempted contact by email twice with company in the past 8 days with no response from either email. As of today I have not been able to make contact and have not gotten any shipping notification. The original email gave a shipping estimate of 4 - 8 days it has been 15 days and shipping has not happened yet. I would be satisfied with a refund and purchase elsewhere.Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Entirely Pets Pharmacy offers discounts that they do not honor. My order of May 24, 2023 included a 20% discount, $38.60 + tax, on the product advertised on their site. It did not go through. I called 4 times, finally got a supervisor, *****, who said he would take care of it. That was June 26, 2023, no refund. I placed an order 7/4/23 with a discount of 18%, $36.18 + tax, as advertised for the holiday. It did not go through. I cannot cancel my order and no one answers the phone. I sent 2 emails to the supervisor, *****, with no reply. This company actively participates in unscrupulous business practices by offering discounts they do not give.
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Customer Complaints Summary
32 total complaints in the last 3 years.
10 complaints closed in the last 12 months.