Complaintsfor1-800-PetMeds

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled an or for K9 advantix 2 boxes the total was ****** ive tried to call it hangs up. I have emailed them no response. And tried to text them still nothing. I just want a refund

  

  Business response

  07/15/2024

  We are sorry this customer had a hard time getting in touch with our company. At the time of this response, the order has already been canceled for the customer, and no funds have been collected for it. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot turn off auto ship. When I try, I get a log in window to verify (it seems). But then that log in window does NOT respond to correct credentials, no matter how many times I try. I tried with both chrome and edge brewers. I have encountered this same issues several times this year. When I contacted customer service via chat (name *****) on 7/4/24 8:40AM, the customer service disconnects me before resolution.

  

  Business response

  07/15/2024

  We are truly sorry that it has taken numerous attempts to cancel autoship. We have disabled this customer's autoship from this point forward. As for logging in, we would recommend the customer resetting their password so they can log in for future orders. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business refuses to close my account after numerous requests. I have told them repeatedly that my pet has died yet they continue to email me refill reminders after having told me they had removed me from this list. They will not acknowledge the request to close the account.

  

  Business response

  06/26/2024

  We've reached out to the customer via phone, and left them a voicemail. We want to apologize for this issue not having been resolved on your first email to us. 
  
  We're investigating to find out if it was human error or a system error. We've now closed your account completely and you will not receive any more emails from us in the future. 
  
  Again, we're very sorry for your loss and for the unfortunate emails reminding you to refill a medication you no longer need.
  
  With our deepest condolences,
  
  The PetMeds management team

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a deworming medication 5 pills $24.31 from PetMeds and they sent me an empty bottle -quantity 0. They charged my credit card and blatantly committed fraud. This is not a case of ordering some nice to have item. This was supposed to be for community cats I am taking care of who need help. I am including photos of the empty bottle and my credit card charge.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  PetMeds is unable or unwilling to stop emailing me with refill reminders for items I have previously purchased, most of which are not prescription. I have updated my account in every way I have access to, I have emailed customer service, and I have called customer service about this issue. It has been going on for six months or so. Every time they tell me they have resolved the issue, yet I still receive emails. Finally, last month I requested that they delete my account - however I still receive emails and can log into the site. I am being harassed by this company.

  

  Business response

  06/05/2024

  We are sorry for the numerous attempts it has taken for this customer's account to be completely closed and all email correspondence ceased. We can assure the customer that the account is closed. Emails are prepared and mass sent in advance so it may take a little more time for them to cease. No newly created mass emails are including this customer. We apologize if this was not explained thoroughly. 

  Customer response

  06/10/2024

   
  Complaint: 21793562
  
  I am rejecting this response because: I have just received another email this morning from PetMeds. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i ordered 2 seresto collars a year ago and signed up for autoship and cancelled the autoship a few weeks later due to these collars did not work for my dogs. On 4/26/24 they processed an order for 2 collars as an autoship and charged my debit card $121.94 even though it was cancelled a year ago and when i called they said they couldn't cancel the order and that i had to wait to recieve it and return it and they would process a refund. i still have yet to recieve a refund after i returned the order to them. i have contacted them several times through phone, Text, online chat option and sent an email. every time i get a different answer. they have said that the refund was sent on 5/3/24 and another lady says 5/5/24. they said they have had accounting resend it immediately and i will recieve an email confirming the refund was sent that same day. i have yet to recieve the refund or even an email confirming one. I keep getting the run around and they are refusing to refund my money.

  

  Business response

  05/21/2024

  We are very sorry this refund is taking so long. Our intent is never to make our customers wait for a refund. We initially processed the refund on Friday, May 3rd. There was an error in the submission of the refund, causing us to have to manually go back and refund all customers within that batch of refunds. This customer's was already done as of Monday May 20th. The money will appear back on the card within 7-10 business days from that date. 

  Customer response

  05/25/2024

   
  Complaint: 21734380
  
  I am rejecting this response because:
  The refund did actually show on my account as pending on 5/20 and then disappeared I called my bank and they said that it appears pet meds initiated the refund but then cancelled it and it's not showing any refund that was actually done and nothing is on hold or pending. It is still possible it will be since they said 7 -10 business days and it hasn't been that yet but I would like to leave this open until I have actually received the refund.
  Sincerely,
  
  ***** Wedding

  

  Business response

  07/04/2024

  The refund was successfully processed and accepted. 

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Wedding

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received an email about a recent purchase. I went on to my account, saw my name and address info had changed to someone else. I saw multiple purchases were attempted and unsuccessful and saw that three purchases had gone through. Two auto ships I was able to cancel in time and one from April 2024. I called the company to complain and file fraud. I had to call my bank to change my card info. I was able to contact the lady whos information was now in my account. She stated she did not hack my account and that it was on 1800-pet-meds. I was later called by a member who stated that it is an issue with their automatic ship orders and somehow linked her account to mine using my credit card info but shipped to here for a purchase I did not make. I explained to him how that is a breach in my bank data and he stated his is aware and I would be credited back my money. This is concerning for all the other users who purchase medication for their animals who use this website. I cannot gurentee that my bank info is safe.

  

  Business response

  05/31/2024

  We are terribly sorry that their were orders on this customer's account not placed by them. We have refunded all orders that were not shipped to this customer. It is recommended that this customer resets their password through our "forgot password" link. Our internal IT department is looking into how it happened and will strengthen security if that is the issue.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased meds for my cat on 4/27. My cat refused to take the meds and I called on 5/2 and requested a refund. They submitted my refund for $114.32 and said it would take 5-7 business days and I would get an email when the refund processed. On 5/9 I still had not received an email about the refund processing so I contacted the company again and they said the refund was processed on 5/8 and wait and additional 5-7 business days from the process date of the 8th.On 5/13 I contacted the company again saying I never received an email that the refund process had started from 5/8 like I was informed I would, and I originally spoke to someone on 5/2. They assured me the refund was submitted on 5/8 and to call my bank if I am still seeing a delay. 5/16- I called my bank and they said they see no refund initiated and nothing is pending to be credited to my card. I called 1-800-PetMeds back again and told them what my bank said and now they are saying the refund was sent on 5/8 but never went through due to errors in the system and a manager would have to look into it. I asked when I can expect my refund and the customer service agent said to wait an additional 5-7 more business days. This is totally unacceptable that this process has taken so long. And when asked why the error happened on the 8th regarding why my refund was never processed even though I was told multiple times it had been sent on the 8th-all the *** said was there have been refund issues due to a change in their system. I asked if this could be expedited due to how long this is taking, and was told the manager has to review the account and then it would be 5-7 business days from today (5/16). This has been a horrible experience, they wont refund my money, and they keep pushing the refund date out due to errors.

  Customer response

  05/16/2024

  Update: I called 1-800-PetMeds today (5/16/2024) to verify that a manager submitted my refund this AM as I was told. They again told me my refund was submitted on 5/8. I explained to the *** this was not accurate and relayed the additional information about the system errors. I was then informed the *** checked with their manager and the refund attempt in the AM was rejected by the system and the manager was manually inputting the refund, and to wait 7-11 business days for the refund to appear. They have changed their story every single update about this refund process. This is truly unreal. 

  

  Business response

  05/29/2024

  We are very sorry for the delays in the refund for this customer. Happy to report that the issue we had experienced with refunds has been resolved. This customer's refund was processed correctly on 05/17. We are seeing the refunds taking up to 10 business days to show up on the account, so if it has not appeared yet, it will in the coming days. Thank you for your patience while we sorted out the issue. 

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #:O73223740 I have been waiting on a refund since April 19th and I have been getting the runaround from customer service. I need this money back immediately!

  

  Business response

  05/10/2024

  We are sorry for the runaround with this customer's refund. We recently discovered a transmission issue that affected some refunds that were processed. We have gone ahead and resolved the issue and re- ran the refunds that were affected. This customer was one that was affected. The funds will post in 5-7 business days. 

  Customer response

  05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/18/2024 I made a purchase for a 30 lb bag of dog food which was immediately canceled as a wrong item was selected and missed upon checking out .Pet med CSR by the name of ****** assured me that this was not a problem and that a refund would be provided to my account .Confirmed the provided refund on my bank account information immediately after hanging up with PET MEDS CSR only to find out that it had been retracted and that they proceeded to charge my account for this cancelled transaction .Proceeded to have a live chat exchange on 4/22/2024 with a CSR named ***** who apologized fir this incident and again stated that a refund in the amount of $ ***** would be provided to my card ending in 0079.As of this afternoon no refund has been provided as promised and am seeking return of this unauthorized charge ASAP as the 7-10 window period to provide this refund has passed and PET MEDS failed to respond to further live chat activity initiated by me regarding the refund due .Thank you in advance for your anticipated help in resolving this matter.

  

  Business response

  04/30/2024

  We are very sorry for the delay in the refund. We checked our records and the refund was processed on 04/18 - the day after the request was made. Refunds typically take 5-7 business days to clear. We advise the customer to check the original form of payment used to place the order. 

  Customer response

  05/02/2024

   
  Complaint: 21642206
  
  I am rejecting this response because this refund amount due totalling $ ***** was initially pending on 4/18// 24 as stated but WAS NOT REFUNDED back to my account as Pet meds falsely claims .

  Pet meds had posted the initial refund due then retracted it as confirmed by ************************* today, May 2, 2024 

  It is now 14 days since the refund was originally pending , remived by Pet Meds and unprovided as of today.

  I do not accept your response as the bank confirms that no refund has been provided to date and request that Pet Meds confirns the date and amount refunded to my card ending in 0079 and that there will be no more deceptive practices with providing a oending refund due to surreptitiously remove it shortly thereafter .

   

   

  
  Sincerely,
  
  ***********************

  

  Business response

  05/10/2024

  We are happy to report that the issue we were experiencing with refunds being processed has been resolved. This customer's refund has been reprocessed. Based on the information available to the representatives at the time of each interaction with our customer, they responded to our customer appropriately. We are happy this customer pursued the refund, so that we could get it all taken care of. 

*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. ↩