Complaintsfor1-800-PetMeds

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2 issues: 11.19.2022 1800PETMEDS emailed it was time for a new Rx after I received an email 11.16.2022 saying order wld ship 11.22.2022. All of a sudden I need a new Rx, which my vet took forever to send. Vet emailed it, but PET MEDS said they "can't open attachments," so that was useless. I asked my vet to fax it to them. This first issue is that letting me know sooner that the Rx needed to be updated would have given the vet time to get back to me. I emailed PET MEDS & literally asked what I could have done differently rather than accusing them. I quickly learned that they have terrible customer service; however, they said they would refund me if I had to buy pills from my vet in the meantime. The vet said they faxed it, but my PET MEDS account said they were waiting on it. At this point, I decided they were terrible to deal with, considering their crappy communication, so I canceled the order. 2nd issue: Canceling my order, I noticed they were billing a credit card that was no longer saved in my account. In July or August, I deleted the credit card on file and added 2 other cards: a debit card & a credit card. Debit card was the default. It turns out they had been charging the credit card that I deleted the whole time. I took a screenshot of the saved cards, & that card is not on there. I chatted with ******** called ******** *** emailed them about the issue, but they didn't give one rat's a$$ about it. They charged a card they no longer had permission to charge. The card was deleted from my account. Their email response was, "Hi *****, I am sorry about the issues with your order..." That was it. That card was my cousin's who had cancer complications & could no longer handle her finances. I told them that she deserved that money back: around $300. This is a despicable business practice and, dare I say, illegal. The deleted card was charged on:7.26.2022 9.22.2022 10.22.2022 11.19.2022 12.3.2022

  

  Business response

  12/20/2022

  On April 30, 2022 our customer **************** had placed an order and signed up for our Autoship program. She set up the frequency at that time to have the same order delivered every 30 days. At that time she provided the credit card that she is stating belongs to her cousin. Every 30 days since then the order was duplicated as it was placed originally. The only way to change that is to cancel that autoship and set a new one up using the other credit card. Adding a credit card to her acct doesn't change what she initially set up. I have gone ahead and canceled the autoship so that we will no longer charge that card. We are happy to go back and refund all orders which were not supposed to be charged to it, but we would need permission to charge the correct card for the medication. 
  We are sorry this was not explained by the first representative she encountered. This could have been a simple fix. As for the prescription for the medication, her initial prescription from the April order was written for 1 bottle with (6) refills for a total of 7 fills. She had filled the prescription (7) times prior to the November order. As a pharmacy, Petmeds will need a new prescription from the veterinarian. If coming directly from the Dr, the prescription may be called in, faxed in, emailed in, or sent electronically through our veterinarian portal. If coming from the customer, we must obtain the original hand-signed prescription. 

  Customer response

  12/22/2022

   
  Complaint: 18614403
  
  I am rejecting this response because:

  The company made a costly mistake. I didn't make a mistake. 
  PETMEDS needs to take the hit, not me, because at this point thats what it is. Expecting me to pay for their mistake is foolish and crooked. Had it been once, even this late in the game, I would pay and could afford to pay it,  but this was months of using a card that no longer existed on

  my account. 

  They have inconsiderate and ineffective communication. I did what I was supposed to do by deleteing the card and adding new ones. Telling me now that that isnt how it works and expecting me to pay up is gas lighting and abusive. This is not how you treat people. 

  I am so disappointed. My cousin deserves her money back and PET MEDS deserves the repercussions from their practices. 

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

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/22/22 I made a purchase online at 1800PetMeds, for an authorized amount of *****. This is the same amount shown on the orders page, however my card was charged ******. Upon reaching out to the business they said they will refund ***** back to my card, still **** more than the amount I authorized. This seems like fraudulent behavior to me. They also severely price gauged their products compared to other pet companies in order to make their 2 day 50% off sale appear to be a better deal than it actually was.

  

  Business response

  08/30/2022

  We would like to apologize to our customer for this experience with our company. There was a system issue, which caused the coupon to be deleted from the order once it split. The order had to split due to being shipped from separate warehouses. The employees who responded in email format should have done a better job at reading the previous replies and getting help in this odd situation for them. 

  Upon review of the complaint and all interactions related, the ******************** manager called and left a voicemail for the customer informing her we have refunded all money charged to her credit card. The food had already shipped out from our other warehouse - we would like for her to keep the food at no charge in good faith and hopes that the customer will give us another chance. Measures have been taken to ensure that this coupon issue is resolved and does not affect any other orders in the future. 

   

   

   

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last three times I have placed orders with this company, they have been horrible to work with. They are saying they cannot get ahold of my vet. My vet states they are not getting calls. In trying to sort out what the issue is, I have asked them on multiple occasions if they can confirm the times they are placing the calls. They absolutely refuse to provide this information. They dodge the question every single time. This definitely makes me suspicious as to whether or not they are even trying to contact the vet. This behavior is dangerous as it results in medications my dog needs not getting to him in time. I cannot help them fix the issue if they cannot help me put together the facts to do so.

  

  Business response

  08/11/2022

  We are so sorry for this customer's poor experience. Upon reading this complaint, we immediately had the pharmacy reach out to the veterinarian for the necessary prescription authorization. We were successful, and will be shipping the order today with expedited shipping. Upon digging further into this, it appears that we had the wrong number for the veterinarian based on a previous authorization from this customer. We have since updated the number in our system. The Senior Manager of ************* has reached out to the customer via email to explain this in detail, and to offer apologies with a reassurance for the future. 

  Customer response

  08/12/2022

   
  Complaint: 17700983
  

  I do not accept this response, because it is not entirely true, 

  While they did expedite my shipping, their statement is not entirely true. They state that they called the vet immediately upon receiving my complaint and the issue was resolved. This is not true. I drove over to the vet's office and had them call the business instead. That is how the situation actually got resolved. Additionally, the vet has two working numbers. The number they were given was not incorrect. In fact, it had been successfully used to to reach the vet on a previous order. It is the same number I use every time I call them. I provided a secondary number the vet gave me for them to try only because we were not getting anywhere. Also, I had asked for timestamps regarding when those calls were made. They still refuse to provide those. They gave me dates, one of which was on a day the vet was closed, but still refuse to provide times. I cannot express how suspicious this is to me. If you actually called them, why can't you tell me what time you called them? Perhaps because it was outside of the times I asked them to call and they do not want me to know? Without being provided with an answer as to why, that is the only conclusion I can come to. 
  
  Sincerely,
  ***************************

  

  Business response

  08/15/2022

  Upon receiving the initial complaint, the ******************** ******* reached out to the customer via email and assured her that this would taken care of. The order was queued up for another phone call to the vet's office. The order was shipped that day with expedited shipping. The customer had responded to the Sr. ******* with an email expressing her satisfaction. Due to the automation of our system with a dialer that makes phone calls in the order with which they come in, there is no way to provide exact timestamps for the phone calls. We recommend if any customer wants to ensure the medication is approved same day, that he/she  has the veterinarian call our pharmacy directly to approve the order. Otherwise, we have a process in place to reach out to veterinarians by their preferred communication type (call, fax, email) based on their tendencies.  

  Customer response

  08/17/2022

   
  Complaint: 17700983
  
  I am rejecting this response because:

  If I am understanding correctly, are you saying that the calls the vets get are from an automated system and not an actual pharmacist? If this is true, this seems like an easy way for individuals to get access to dangerous medications without an actual prescription simply by providing a number that could go to anyone pretending to be a vet. Additionally, this could mean that your auto-dialer is consistently calling a specific office after they have closed, thus delaying an order that could quite literally be life or death for someone's pet. If this is not true, then the pharmacist or automated dialer should have a log or method to track what time these calls are being made, otherwise how would it know who to dial next and when? Not all vets have the time to drop everything and call you to have a prescription approved immediately. I would also like to mention that I did express satisfaction that the order was shipped that day with expedited delivery, and I would have been content to leave it at that until I read the response to the BBB by the company which implied they are the ones that finally got it resolved and that the problem was my fault from the beginning due to an 'incorrect number' which they themselves had previously used to confirm a prescription. It would be so nice to see a company even just once accept responsibility for their mistakes. At this point, there is no further resolution I seek other than I would ask that when customers have issues in the future, you do not just appease the customer to shut them up, but also take responsibility for your mistakes.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I entered the wrong card information when I created my order. There is no way for me to update the card after an order is placed so I had to call customer service and give them my credit card information. Within hours three fraudulent charges (Door Dash and Instacart) showed up on my card. No only is the customer service here untrustworthy, but the outdated ordering process/website force you to use customer service and don't let you update information online. I'm extremely concerned about the security of personal information held by 1800petmeds.

  

  Business response

  06/28/2022

  We're terribly sorry for the inconvenience the customer had on our site and for his unfortunate encounter with our customer service team. Were researching internally to see if those fraudulent charges were made by one of our team members and if so, appropriate action will be taken.
  
  Weve gone ahead and applied a $50 store credit to his account for the poor experience youve had.
  
  We attempted to call the customer, but the phone just rings and rings, we also emailed him to let him know what we're doing to resolve this and have asked him to reach out to us if he needs anything else.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After dealing with customer service since February/March for a different issue that I got resolved myself with my vet and another pharmacy, I requested my account to be permanently deleted and my privacy information scrubbed from their system. I received the attached responses to no avail. Please help me get this remedied (and not just my password changed or something silly like that to side-step my request). I also deleted all my pets information and they have magically reappeared Please close/delete/deactivate my online account. I wish to never do business with this company ever again, their customer service has gotten atrocious the past couple years. Thanks in advance!

  

  Business response

  05/29/2022

  We are so terribly sorry that our customer no longer wishes to do business with us. We would love an opportunity to earn her business back. We take full responsibility for what happened in the past and would be willing to take care of her on a future order if that is what it takes to keep her as a customer.
  
  As for deleting her account fully, there is no way for us to do that and remain in compliance as a pharmacy. We must keep certain records as far as all prescriptions dispensed, all pets they were dispensed for,veterinarians who have signed off on the prescriptions, etc. Also, as a business, we must keep records for tax purposes. We have, however, removed all credit cards from her account as well as put a freeze on it so it cannot be ordered on by anyone including her. She will not receive any marketing emails from here on out. The ******************** Manager has reached out to her in hopes of rectifying the issue. 
  

  Customer response

  05/31/2022

   
  Complaint: 17250630
  
  I am rejecting this response because:
  
  my i formation has not been deleted as advised  every time I login, the addresses, emails, and pets re-appear. I was also still setup to get marketing emails. I changed this AGAIN.

  Furthermore, see my below response to 1-800-PetMeds email to me directly:

  
  ---------- Forwarded message ---------
  From: Bear**** <******************>
  Date: Sun, May 29, 2022 at 5:32 PM
  Subject: Re: Complaint regarding closing of account
  To: Bear **** <******************>, ********************************** <********************************>
  
  
  Christian,
  
  
  I appreciate your response. After dealing with MULTIPLE customer service representatives, over the span of 4-5 months, being given conflicting information, waiting for things to be taken care of, then being told that it wasnt possible, and not acting in my best interest as a customer, keeping costs down, and getting my pets meds timely - I am done with your company. I suggest your company work on your representatives cohesiveness and being consistent in what is and isnt possible, would be in your companys best interest. I saw there were multiple complaints made over the last two years about your company consistent with my experiences.
  
  
  You can keep your records without me having an online account with you. As you are able to checkout on your website without having login information AND you can be looked up by credit card, so the reason why you cannot deactivate my account is moot. Furthermore, I have deleted all my addresses, credit cards, and pets, MULTIPLE TIMES however, each time I login (and am able to do so), the information is magically back there on the site. Again, your back office records should be separate from a customer's online ordering account. I suggest you disable my online account, as requested so no one, including myself, can logon. There are multiple other sites (including HUMAN pharmacies) that have been able to do this for me within the scope of the law and their policies
  
  
  Until then, I am still an unsatisfied former customer, who will make sure no one I know uses your services.
  
  
  Thank you,
  *********************************************
  
  
  
  On Sun, May 29, 2022 at 4:54 PM ********************************** <********************************> wrote:
  
  ****************, 
  
  I received your formal complaint with the Better Business Bureau. I am so terribly sorry that you no longer wish to do business with us. I would love an opportunity to earn your business back. I take full responsibility for what happened in the past and would be willing to take care of you monetarily with help on a future order if that is what it takes to keep you.
  
  As for deleting your account fully, there is no way for us to do that and remain in compliance as a pharmacy. We must keep certain records as far as all prescriptions dispensed, all pets they were dispensed for, veterinarians who have signed off on the prescriptions, etc. Also, as a business, we must keep records for tax purposes. We have, however, removed all credit cards from your account as well as put a freeze on it so it cannot be ordered on by anyone including you. You will not receive any marketing emails from here on out. 
  
  Please feel free to reach out to me with any concerns, 
  
  *********************************
  Sr. ************* Manager
  ********************** d/b/a 1-800-PetMeds
  420 ******************************************************************** 33445
  Phone: ************ ext.8032
  ***********************************
  
  
  The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer.
  

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

  

  Business response

  06/03/2022

  We have given ***************** another option - logging out of her acct - will make sure the changes take effect. Once done, she will not be able to access it again. 

  Customer response

  06/06/2022

   
  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 as this is what I requested from the beginning!!! Funny how they were magically able to do this despite their initial e-mails stating they cant and giving me attitude then after contact the BBB they were able to fulfill my request. However, their backhanded way of blaming me is unacceptable (as I was only ever logged in via my phone) and again contributes to the s***** customer service they have shown the past year, not only to me but others who have officially complained. I am so thankful I never have to do business with them again! I will make sure everyone I know who have pets, know of my terrible experience so they dont do business with this company! Appalling customer service!

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

  Customer response

  06/30/2022

   
  Complaint: 17250630
  
  I am rejecting this response because:

   

  After finally getting my first complaint resolved last month, I have gotten 2 emails today when I was supposed to be (and told I was) removed from ALL mailings and email lists. Guess that was yet another lie. Please remove me from all lists - I dont want anything from your company, it have gone downhill the past 2 years and I have moved on. Havent visited your site since, I unsubscribed from everything myself AND was told from my last BBB complaint that I was removed from all lists
  
  Sincerely,
  
  *****************************

  

  Business response

  07/06/2022

  We appreciate ********************* comments and concerns here. We assure her that she is the only one with that access to her account and that is only because she is getting logged in automatically from her computer/device.  As for the emails, we are showing that **************** has re-signed up on our site - we have unsubscribed her once again. She will no longer receive emails from our company unless she signs back up.

  Customer response

  07/06/2022

   
  Complaint: 17250630
  
  I am rejecting this response because: I did not re-sign up. I havent visited the site since this dispute until I received the emails the other day. Stop trying to blame your customers for your companys issues.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 3rd 2022 I placed order # ********* and the following day mailed in the prescription from my vet. On 5/13 I received an email that they had not received the prescription. On 5/17 I initiated a chat and the customer service rep stated she would send a note to the pharmacy and someone from there would follow up with me via phone. I have not received a call, and yesterday received another email stating the scrip has not been received. I again initiated a chat only to get the same response that a note would be sent to the pharmacy and I would get a call. My vet does not provide prescriptions over the phone or fax. Because petmeds lost or cannot locate the prescription I mailed in ( as instructed) I will now need to obtain a 2nd prescription causing me inconvenience and the need to take time off from work.

  

  Business response

  05/24/2022

  We are so sorry it took many attempts from our customer, ************, to get his order shipped to him. It looks like in this case, he mailed in the written prescription to us, but it was missing the quantity prescribed which led to unnecessary delays. Normally the technician who receives the mailed in prescription will make a call to the prescribing veterinarian for clarification of the quantity.  Upon seeing this compliant, our pharmacy director immediately reached out to the veterinarian for that clarification. We shipped the order out with upgraded shipping to ********************* The tracking (1ZE1E2744418555400) confirms delivery at 11am on Saturday May 21st. 

  Customer response

  05/24/2022

   
  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

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase eye drops for my dog that have to be compounded in their pharmacy. I received his medication in January 2022. The next month received e-mails advising I was to receive a refund as product was never sent. I advised I received the product. To which they then advised yes I did, but the product was faulty due to machinery, to please return and will receive refund. This was late February. I returned the item once I received the *** box two weeks ago. I have been calling for over two months for my refund and keep getting excuses that it was refunded to a bank account I closed on 1/28/22 on 3/19/22. I have done everything they asked, call the bank, give them a number that represents the refund. My old bank stated account closed, they would never accept monies on a closed account as well as I'm not really in their system anymore. Someone from accounting is supposed to call me as of the last three ******************** and then Ally. Nothing. I keep getting promises they will resolve. Again nothing. They are not running a good company. I'm the customer, it was there mistake, their bad product and I'm being punished for same. I want my refund $64.07. I have been calling for two months twice a week, how much time do they need to resolve. I'm going to attach my closing statement which states "all items presented will be returned to the presenter as account closed." They could have had the decency to check how the refund should have been processed rather than assuming it would go back to the account it was paid with.

  

  Business response

  05/19/2022

  We are very sorry that it took this long for resolution for ********************. With our 100% Happy guarantee, we want to always handle all refunds and credits expeditiously for our customers. In this instance, the refund was processed in a timely manner, however, since the customer had closed her bank account that was used for the original order, there seemed to be a ton of unnecessary back and forth. Once made aware of this, we had ***** from our accounting department reach out to our customer directly, and offer to cut a check for the refund amount. This has since been done. We hope this does not prevent our customer from using us in the future. We would love the opportunity to earn her business back. 

  Customer response

  05/20/2022

   
  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,
  
  ***************************

*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. ↩