ComplaintsforWalmartPetRx.com

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for four (4) Bravecto tablets on 12/29/22 and received confirmation on 12/30/22 with **** tracking link. While on vacation, I thought my son received the package. However, in April 2023, I found that we had ran out of the Bravecto. According to the **** tracking page, **** never received the package from WalMartPetRX. (**** still shows an open shipping order - see attachment.) Contacted ********************** and was told the product was out of stock in December but ******* won't address why an open backorder was not completed. She told me that ***** could not ship the product on the old order but will give me a refund and that I would have to place a new order, which I did. PetRX Rep said the order would be sent via *************** at no extra cost because of their fault. I have not received the refund as of 8/24/23. I called **************** on 8/25/23 and was told that no refund was forthcoming because PetRX policy was no refund after 30 days. I cannot understand why ***** would not refund an order that they never shipped.

  Business response

  09/13/2023

  Hello ***,
  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of all of us here at ******* Pet Rx. We are truly sorry for the delay associated with your refund. We apologize that you were not provided with the utmost customer service during your recent contact. We did review all your contacts and did see that a refund was previously offered to you however, it was never processed. We have since provided a full refund on the order from January 2023. Once again, we truly apologize,and please know that we are working diligently with the appropriate departments to review this situation thoroughly and have it addressed.
  
  Additionally, our ******** Service Supervisor did reach out to you regarding your Better Business Bureau complaint several times, however,was unable to speak to you directly regarding the situation. A detailed voice message has been left. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  
  We appreciate your business and thank you for your understanding.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 6 months supplies of Simparica for my dogs. I didn't realize that I received 2 3 month supplies instead of the 6 months that I paid for until I recently gave my dogs the meds as the weather is changing now and I started to treat them for flea and tick prevention. I was advised that I can get a 20% discount when I paid over $200 to order the medication for my dogs and only received half of what I paid for.

  Business response

  05/23/2023

  Hello *******,
  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of all of us here at ******* Pet Rx.We are truly sorry you did not receive your complete order and that the issue was not immediately addressed when you reached out to us. We strive to provide the utmost customer service and we apologize you did not receive this. Please know that we are working diligently with the appropriate departments to see why this error occurred and will be following up with the representative you spoke with.
  
  We did create a reshipment order on Friday, May 19, 2023, for the missing 6 months at no additional cost to you and sent it using ***** Next Business Day shipping. Per the tracking information, we see it was delivered on Monday, May 22, 2023.
  
  Additionally, our ******** Service Supervisor did reach out to you regarding your Better Business Bureau complaint over the last few days,however, was unable to speak to you directly regarding the situation. A detailed voice message has been left. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  
  We appreciate your business and thank you for your understanding.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought **** and tick chewables and there not shipped yet and i had to pay shipping asked for a supervisor and cant get one.this is been order since april 2 2023 and still not shipped very disappointed

  Business response

  04/07/2023

  Hello ****,
  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of all of us here at ******* Pet Rx.We are truly sorry for any frustrations caused by the shipping of your order. We understand how important it is to get your pets medications on time and we would never want to do anything to delay this. We apologize that you were not provided with the utmost customer service during your recent contacts and not transferred to a supervisor upon request. When your order was placed on April 2, we sent a request to your veterinarian for approval.We received the prescription on April 3 at 5 PM. Your prescription was processed the following day and the order shipped out on April 5, which is within our processing time. As requested, your order has already been refunded and the refund should be posted on your method of payment within 3-5 business days. Once again, we truly apologize, and please know that we are working diligently with the appropriate departments to review this situation thoroughly and have it addressed.
  
  To remedy the situation, I will be issuing you a $30.00 store credit, which you can apply towards a future order, should we be able to regain your trust.
  
  Additionally, our **************** Team Lead did reach out to you regarding your Better Business Bureau complaint today, April 7, 2023,and she was able to speak with you directly regarding the situation. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  

  We appreciate your business and thank you for your understanding.

  Customer response

  04/13/2023

   
  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

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog tragically passed away and I contacted immediately as I have numerous unopened bottles of his orders that I would like to be returned. When contacted, I was told a supervisor has to approve my request as I had 3 bottles of PhyCox HA Soft Chews, 120 Ct & 4 bottles of Free Form Snip Tips ************** Dogs 250 **. I never heard back. I contacted about ******************************************************************************************************************************************************* My last contact the agent stated: "I see that the last agent escalated it and the call can take from 24 to 48 business hours. In all honestly, it is taking more time than expected because we have a high amount of calls and some supervisors are helping with the queue but I will make sure we will contact you within the time frame from yesterday." They are so busy for a month that they cannot contact me? The loss of my dog in such a sudden and tragic way has been horrible. Having to stare at these bottles of medications everyday is devastating. Having to contact almost daily is just a reminder that I do not need. I would like my full refund of medications without having to go through any more heartache.

  Business response

  02/24/2023

  Hello ********,
  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of all of us here at ******* Pet Rx.We are truly sorry for the frustration and additional pain this has caused during an already emotional time. At the point of your initial contact, the representative needed to confirm with a supervisor that they could proceed with the refunds due to the return policy. As discussed during our conversation, our return policy specifies that we cannot accept any over the counter items after 30 days. However, this does not justify the delay you experienced getting a response from a supervisor after contacting several times. Once again, we truly apologize, and please know that we are working diligently with the appropriate departments to ensure that this issue is addressed internally.
  
  To remedy the situation, we have proceeded with processing the five remaining refunds for the items you are looking to return.
  
  Additionally, our ******** Service Supervisor did reach out to you regarding your Better Business Bureau complaint today, 2/24/2023, and she was able to discuss this matter with you as well as follow up via email with the confirmation of your refund amounts. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  
  We appreciate your business and thank you for your understanding.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I needed antibiotics for my pets on , and WalmartPetRX advertised two day shipping - which was important because my pet is sick. I didn't get the free shipping offer because my order was only $21.35, so I paid the extra $6.95 for their two day shipping (order total was $30.49) - this is important because I ordered from them because I needed it fast.Today, after it was pending shipping all weekend, the **** tracking info updated...to tell me that it would be delivered on Friday. It is also listed as First *********************** which is definitely not the two day priority mail that I was promised, and which also costs $2 less than what I paid for shipping. These are ANTIBIOTICS, and my pet could possibly DIE because of this, all so they could STEAL $2 from me!!!

  Business response

  02/01/2023

  Hello ******,
  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of all of us here at ******* Pet Rx. Our system has been designed to determine the carrier and shipping method that will provide the fastest delivery method for your package. Unfortunately, it does appear that your order was not sent using the correct shipping method. Once again, we truly apologize, and please know that we are working diligently with the appropriate departments to ensure that this issue is addressed. 
  
  Since the package is not arriving as expected, I have gone ahead and processed a refund for your order. Although we know this does not get you the package quicker, we do hope that we can regain your trust in the future. 
  
  Additionally, our ******** Service Supervisor did reach out to you regarding your Better Business Bureau complaint today, 02/01/2023, and she left a voice message. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  
  We appreciate your business and thank you for your understanding.
  

  Customer response

  02/02/2023

   
  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

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A prescription order was placed January 7. 1). ******* did not send for the vet approval until January 9 even though the representative, when asked, said they held it because (even if it was approved on the weekend) there was no pharmacist to fill it until Monday. So, 2 day unnecessary delay in getting the approval instead of getting it and having it ready when the pharmacist was available to fill on Monday. 2). Prescription was not shipped until the 12th of January and then when it was, rather than send it 2-day shipping it showed a delivery date of January 18. When questioned, the ******* rep said the reason was the package was too light to qualify for 2 day shipping. When I told him the only weight limitation from **** was if it was too heavy (over 70 pounds). He said the 'too light' was what was in their system. It is the 16th and the tracking for the package still shows delivery on the 18th. These are pain meds and anti-inflammatory meds for my dog. Surgery is scheduled for tomorrow morning and we will not have the meds for after surgery.

  Business response

  01/24/2023

  Hello ****,

  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of the agents who assisted you as well as on behalf of all of us here at WalmartPetRx.com. Regrettably, it does seem that you were not properly advised of our ***** business hour processing window after the approval for your order is received. Once again, we truly apologize, and please rest assured that we are working closely with the appropriate departments to ensure that this information is provided to all customers to ensure that it does not happen again. 

  
  To rectify the situation, I will be issuing you a $15.00 store credit, which you can apply towards a future order, should we be able to regain your trust in addition to the refund which was provided to you on January 18th, 2023.

  
  Additionally, our ******** Service Supervisor did reach out to you regarding your Better Business Bureau complaint on Wednesday, 01/18/2023, and again today, 01/24/2023, and she left a voice message. If you wish to discuss the issue further, please feel free to call us back at your convenience. Our customer service number is ************.

  
  We appreciate your business and thank you for your understanding.
  
  

  Customer response

  01/26/2023

   
  Complaint: 18819739
  
  While I appreciate receiving a refund for the medications Walmartpetrx did not respond to the bigger issues involved in processing this order. if Walmartpetrx had not delayed over 48 hours sending for a vet approval, and if they had shipped via the 2-day shipping that was advertised instead of first class my pet's prescriptions would have arrived before her current supply ran out, I did realize there was a processing period and had planned for it. While the shipping confirmation emailed to me stated it was being shipped 2-day meaning it would have arrived in time, the mailing label on the package clearly shows that Walmartpetrx chose the first class option for shipping from ******* to ********** instead of the promised 2-day shipping. The prescriptions did not arrive until 6 days after they were mailed. The second message left for me from the Walmartpetrx rep stated the delay was caused by the carrier, however the real problem was Walmartpetrx chose to send the prescriptions via first class mail, not the 2 day shipping they advertise. People are placing their trust in you to provide care for their pets which are loved as members of their family. 
  
  Sincerely,
  
  *************************

  Business response

  02/13/2023

  Hello ****, 
  
  We apologize for not fully explaining the issues that were encountered with your order in our previous response. 
  
  Your order was placed on Saturday, January 7, 2023. Unfortunately, when your order was placed, some of your vet's information needed to be verified before we could contact them for an approval. As the pharmacy is closed over the weekend, your vet's information was verified on Monday and a fax was sent. Your prescription was received on 1/10/23 and after processing, your order shipped on 1/12/2023.
  
  We agree your order should have never shipped through **** and we are truly sorry this occurred. Normally, orders to ********** are shipped from our Nevada facility, however, Gabapentin can only be shipped from *********** facility. Thus your order had to be shipped from *********** facility. Unfortunately, the shipping method was not automatically adjusted by our system when your order was moved to ship from *********** warehouse causing it to be sent through **** instead of ****** Please know that we are working diligently with the appropriate departments to ensure that this issue is addressed.
  
  Again, our apologies for the issues you encountered. Please give us a call to ************, if you would like to discuss further.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Friday, December 23, 2022, I placed an order through the pharmacy for my dogs medication. The order was for 34 pills of 100mg and 11 pills of 50mg, for a total cost of $176.52. Prior to placing the order, I called the pharmacy and specifically asked if they had the 100mg pills in stock and could guarantee that they would have the pills later on in the day for when my vet approved the order. I do not remember the name of the person I spoke with however, the male employee affirmed that they did have the pills in stock and would have them ready to be shipped when my vet sent the approval. Immediately after speaking with the representative, I called my vet office who stated they would send out the approval right away. Today, I called the pharmacy to ask about the medication and they stated there was a hold on my order because they were out of the 100mg medication.I should note, they never notified me about them not having the medication or placing a hold on the order. Now, I have to drive **************************************************************************************************************************************** a timely manner. Now, my dog is out of the medication and will go a few days without taking the medication due to *******s poor customer service. Today December *******, I cancelled the order with ******* however, it will take 3-5 business days to receive the money back on my card. They did not assist or make their mistake any better and I only received a mere, unauthentic apology.

  Business response

  01/24/2023

  Hello ****,

  
  Thank you for bringing this to our attention. I would like to begin by formally apologizing on behalf of the agents who assisted you as well as on behalf of all of us here at WalmartPetRx.com. Regrettably, it does seem as though we were experiencing some inventory issues with ********* at the time of your order, which led to us inadvertently misinforming you. Once again, we truly apologize, and please know that we are working with the appropriate departments to ensure that our internal inventory system is updated regularly, and that this does not happen again. 

  
  To rectify the situation, I will be issuing you a $50.00 store credit, which you can apply towards a future order, should we be able to regain your trust. Also, a refund request for your most recent order has been submitted and that refund should reflect on your account within the next 3-5 business days depending on your banking institution.

  
  Additionally, our ******** Service Supervisor did reach out to you regarding your Better Business Bureau complaint on Wednesday, 01/18/2023, and again today, 01/24/2023, and she left a voice message. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.

  
  We appreciate your business and thank you for your understanding.
  

  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 11/25 for Apoquel for my dog. The vet faxed in a prescription to the customer care agent as requested. However, the order I placed was for 1 pill for $2.02 instead of 30 pills. I placed a new order for 30 pills for $1.36. They requested a new prescription from my vet who had already provided the prescription and didn't want to do it again. I asked them to cancel the old order and apply it to the new one. They refused, saying they can't do that, I would have to submit a new prescription. The other option was that they could change the old order but pay $2.02 instead of $1.36, costing an extra $20. **************** was not helpful at all and the ******* ********* is outdated. Common sense should have easily prevailed here and it did not.

  Business response

  12/27/2022

  Hello all, 

  On 12/21/22, the client was contacted to discuss her complaint. The client explained her concerns surrounding the cancellation of her order and the miscommunication with the representative. An apology was given for what occurred. We realize that our representative could have handled this situation more appropriately. Since then, we have coached our agent to make sure a situation such as this does not happen again. The client understood and thanked me for the call. In addition, a $50-store credit was added to the client's account to use for future orders. 

  Thank you, 

  Customer response

  12/27/2022

   
  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

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking to purchase medication for my dog that I needed quickly. After doing research *******Pet ** offered 2 day shipping, which was the fastest available. It is the sole reason I purchased my dogs medication from them because I desperately needed the 2 day shipping being advertised. During the checkout process nothing about the facility being shut down or inclement weather was made known to me by any sort of notification. I purchased on Wednesday, my vet approved and sent over the ** that same evening Nov 9th. I received an email Nov 11th that it shipped. After tracking for 3 days it still said label created the package had not been tendered to the ***** It was given to the **** on Monday Nov 14th, at this point this is the 5th day after purchase, and not on the 11th like their email lied and stated. Today is November 17th and I just received the package the 8th day after purchase. I want to also make the huge issue I have is that the package now in possession says according to the **** postage label, that my medication/order was sent via **** first class package mail. It was not sent guaranteed 2 day shipping as advertised. They knew on the 14th that they had gone well over the 2 day period and and did not even bother to 1. Mail it the advertised and agreed upon method and 2. Didnt bother to try and mitigate this by shipping possibly overnight to try and get it to me sooner. I am very unhappy because I see this is a common issue after doing research. When you need medication you want it as fast as you can so of course consumers are going to be lured by the free 2 day shipping being advertised. However, ******* did the old bait and switch and so clearly did not bother to send as 2 day shipping. Very sketchy and not fair to consumers who are in need of their lets meds.

  Business response

  11/22/2022

  ****** was contacted today to discuss her complaint. Unfortunately. the client wasn't available and a detailed message was left advising the client of my reasoning for the call. After reviewing the client's account it was determined that the client's order was held up due to the carrier delay. The client will be issued a full refund of $57.46. The client was advised to contact me back to further discuss the issue and to be educated on the two-day shipping. 

  Customer response

  11/22/2022

   
  Complaint: 18419601
  
  I am rejecting this response because:

  While I do appreciate that a refund will be processed the response about my package being held up by the carrier service is simply not true.  If you review the **** tracking information there is zero status or tracking history that refers to a delay in shipment. The package was not even given to the **** until Monday the 14th by ******* (my order was placed Wednesday the 9th). Pre shipment info does not count as being handed off to the ****, it only means theyve been notified of the package electronically.  Furthermore, how could it be a carrier issue when it wasnt even in their possession.  Lastly, and my biggest issue is that should be addressed is that the postage on the package is clearly marked *First-Class Mail* that is not 2 day shipping, How can you say that it was a carrier issue when you didnt even pick the advertised method of shipping?? The postage on the box detailed and tracking information clearly tell the true story.   If you arent going to ship packages 2 day shipping  but rather 2-5 day (a big difference when you are in need of medication) shipping then you need to have that clearly advertised on your website. I think that is very misleading for the consumer and should be re-written on the big 2 day shipping banner on your website 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My last 2 orders of veterecyn were not needed as I no longer needed the item.I went to my account on *******.com to begin a return.I couldn't find the order in account info(this is because *******petrx is its's own site?)I then brought the 2 units in to ******* customer ******* locally who refused to process the return because it was bought online.By this point 1 set of the 2 orders was beyond the 30 day return period.I Finally did a major online search and finally locat ******* Petrx by going to ******* pharmacy online and finding a link to'pets".There my Autoship orders could be accessed finally.I then called the# and they would only take 1 order back claiming the othwr was past 30 days.After giving me the Royal runaround and masquerading as ******* when infact they are entirely independent.They use the name ******* without the trademark ******* of *******.Because of this waive the 30days and dont make me lose my $60.

  Business response

  11/25/2022

  The customer was first contacted on 11/11/22. We spoke with client's associate and explained that ******* and ******* Pet Rx are separate entities and unfortunately, auto shipment orders are unable to be canceled directly through ******* as we do not have the same system. They were also informed that both auto shipment orders in question have already been refunded and the auto shipment was canceled so no further orders will generate. The associated stated she would pass the message along to the customer. 
  
  The customer was contacted again on 11/25/22 and left a voice message explaining, as per the previous conversation, both orders have been refunded. The message detailed the association between ******* and ******* Pet Rx for the customer. The customer was provided with my contact information for any further questions or concerns. 

*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. ↩