ComplaintsforAllivet

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my dogs prescription filled through Allivet. It was a lot cheaper than my veterinarian and seemed like a legitimate web site. When I got Ostilox (Meloxicam 1.5 mg/ml) Oral Suspension in the mail it was missing the ****** on top of the bottle that is required to administer the drug to my dog with. You stick the syringe into the ****** on top of the bottle then turn the bottle upside down to fill the syringe. Without the ****** the medicine would spill all over the ground. The way I just described is the way the instructions included say it administer the drug. When I filled this drug at my veterinarian it did have the ******. I can only assume

  

  Business response

  08/02/2024

  Dear ********,
  

  Thank you for bringing your concerns to our attention. On behalf of all of Allivet, we sincerely apologize for the frustration you experienced with your recent order of Ostilox (Meloxicam 1.5 mg/ml) Oral Suspension for Dogs, 100 ml
  

  We understand how important it is to have all the necessary components to properly administer medication to your pet. Our products are sourced directly from the manufacturer, ensuring their authenticity and quality.However, it appears there was an oversight in including the essential ****** insert for the bottle. We promptly took steps to resolve the issue by creating a reshipment of the product and waiving FedExs next business day shipping.
  

  Additionally, our Corporate Escalations Team did reach out to you regarding the issue and your Better Business Bureau complaint several times and follow-up calls were also made ensure the reshipment was correct. The follow-up calls were unsuccessful, but you responded via email that the second order came with the necessary component. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  

  If there is anything else, we can do to assist you or if you have any further questions, please do not hesitate to contact us directly. Your satisfaction is our priority, and we are here to help. Thank you for understanding and your patience.
  

  Sincerely,
  

  *******************
  Senior **************** Specialist

  Customer response

  08/22/2024

   
  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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have attempted to cancel my monthly and annual autoship orders but have been unable to accomplish this task. Seeking the BBBs assistance to stop all future orders with this company effective ASAP. No way to accomplish this task online and have not been able to get through on the phone. What a perfect business scam!

  

  Business response

  07/11/2024

  Hi ****, 

  We sincerely apologize for the frustration and inconvenience you experienced while trying to cancel your autoship orders. We understand how important it is to have a smooth and hassle-free experience with us. We hear you and appreciate your input. We're committed to making improvements based on the experiences of our customers.

  We have verified that your autoship orders were successfully canceled by one of our representatives. You will not receive any further shipments or charges.

  We deeply regret any confusion or difficulty this may have caused and appreciate your understanding.

  Thank you for bringing this matter to our attention.

  Customer response

  07/13/2024

   
  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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an autoship in place with Allivet for flea meds. In April, I received an email that my order was being prepared for delivery, but as I had no credit card on file, Allivet was unable to process the order. I then logged into my account and put a stop on the autoship. (My dog died in November and I have no need for the meds). A few days later, I received another email that my order couldnt ship because of no credit card on file. I logged in again and made sure I had stopped the autoship. It was stopped. I emailed customer service on May 4th, explaining the situation, and that I wanted to cancel the autoship altogether, as I had no need for the product. Two days later, I received a response that, unfortunately, the product had already shipped! They did indicate that they would cancel the authorship, and that a refund had been issued. As of today, June 24, 2024, I have not received a refund. I have contacted Allivet several times, letting them know, and that I have the unopened package and am more than happy to return it. Their response was basically, well, it was issued to you, so and then advised me to contact my bank. Other than confirming that no refund has shown up in my account, Im not sure what my bank is supposed to do about it. Allivet has now stopped responding to my emails, so here I am. I have two issues with this company: one, they had no credit card information on file, yet still managed to charge my credit card (using my payment info from a previous order?) and shipped the order immediately after I contacted them about canceling. Also, I dont appreciate the runaround regarding my refund. I have the entire chain of emails between Allivet and myself, and am able to log into my bank account and see that no refund has been issued to me. I have screenshots from a few weeks ago as well, confirming that no refund was received.

  

  Business response

  06/28/2024

  Hi *******,
  
  My name is ******** and I am the ******** Service Supervisor at ********************. I attempted to contact you today but unfortunately, I was unable to reach you.
  
  I am deeply sorry for the concern and frustration you have experienced with your unnecessary autoship order and the subsequent delay in receiving your refund. I understand how important it is to resolve such matters quickly and efficiently, and I regret that this has not been your experience with us.
  
  Your feedback is invaluable, and I want to acknowledge the effort you have put into contacting us multiple times to resolve what should have been a straightforward issue. I understand how distressing this process has been, especially given the circumstances surrounding the loss of your pet.
  
  After a thorough review, we discovered that an error occurred on May 7, 2024, when processing your refund on the backend. The delay in addressing your concern is unacceptable, and we are taking steps to ensure such issues are handled more effectively in the future.
  
  I am pleased to inform you that your refund has now been successfully processed. If you do not see the refund within the next 3-5 business days, please reach back out to this email and let me know. You may also reach me directly at ************.
  
  Thank you for your patience and understanding as we worked to resolve this matter. Should you have any further questions or need additional assistance, please do not hesitate to contact me.

  Customer response

  07/01/2024

   
  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.However, I would like for my credit card information to be completely removed from Allivet's records. While I am appreciative of their efforts in resolving this matter, I no longer have a need for their services. My offer to return the order still stands, as I have no use for it. Thank you very much for your assistance as well. It is very much appreciated.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from Alivet in May. It took a few weeks for my doctor to get them the information so I ordered medicine from my vet for the month of May until I would get my prescription in June from Allivet. Not receiving the prescription, I reached out to them to inquire why my status was still on pending and they told me it was being shipped and she was sorry about that. another week went by and I noticed it had not changed so upon contacting them again they told me they would have it shipped out within two days And pushback my auto renewal. After two days, I have not received the medication and I reached out again and they told me they would get it to me within one day and apply a $10 credit to go towards my future AutoShip. I have still not received the medication and at this point, I just want to refund!

  

  Business response

  06/20/2024

  Dear ****,
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you experienced with your recent order of some Simparica Trio chewable tablets for dogs.
  

  We understand the importance of your order and the disruption it caused when it was not properly handled. We have reviewed your case and acknowledge that due to technical issues with our system, your order remained in pre-validation status for an extended period. We have taken steps to ensure this will not happen in the future. Additionally, we acknowledge that our agents did not handle your correspondence properly during this time, which further compounded the issue. These agents will be coached on how they could have made your experience much better.
  

  To rectify the situation, we have provided the order at no charge, (0.01 due to our system) and expedited the shipping to FedExs next-business-day.
  

  As a gesture of goodwill and in hopes of ameliorating this matter further, we have issued a $10 store credit.
  

  Additionally, our Corporate Escalations Supervisor reached out to you regarding your Better Business Bureau complaint yesterday, June 19, 2024, and was able to discuss the situation with you in detail. If you wish to discuss this issue further, please feel free to call us back at your convenience. Our customer service number is ************.
  

  We genuinely value your business, and it is our utmost priority to ensure your satisfaction. We recognize that these challenges should not have occurred, and sincerely hope that you will consider giving us another opportunity to serve you.
  

  Thank you for your understanding.
  

  Sincerely,
  

  *******************
  Senior **************** Specialist

  Customer response

  06/21/2024

   
  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. I received the medication after speaking with the escalation team directly.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered Simparica Trio Chewable Tablets for Dogs 2.8-5.5 lbs Gold; 6 Month Supply. I never received it. Checked with carrier & filed complaint. I was home, It was a prescription that should have been handed to *********** for. I live in a very large multi unit apartment complex. Just leaving it who knows where is like a needle in a hay stack.

  

  Business response

  05/30/2024

  Dear *****,
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you experienced with your recent order of some Simparica Trio chewable tablets for dogs.
  

  We understand the importance of your order and the disruption it caused when it was not properly delivered. We have reviewed your case and acknowledge that while the carriers tracking system indicated the package was delivered, you did not receive it.
  

  To resolve this issue promptly, we offered to reship the order to you but since you declined this option we have issued a full refund to your account.
  

  We are also actively collaborating with our carrier partners to prevent such issues in the future and to ensure that proper delivery protocols are strictly followed. Your feedback is invaluable, and it helps us improve our service to better meet the needs of our customers.
  

  Additionally, our Corporate Escalations Team 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 ************.
  

  If there is anything else, we can do to assist you or if you have any further questions please do not hesitate to contact us directly. Your satisfaction is our priority, and we are here to help. Thank you for understanding and your patience.
  
  Sincerely,
  
   *******************
  Senior **************** Specialist

  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

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for my dog's prescription medication on May 23rd (order number APO-******** placed May 23, 2024 11:52 PM EST, for $24.15) and requested that the medication be placed on Autoship every 4 weeks. Later in the night, a duplicate order (APA-2764314) was created (May 24, 2024 01:02 AM EST, for $35.63), also placed on Autoship. I emailed customer service immediately about this to cancel the duplicate order but received no response, then checked the **** which said an order could be canceled so long as a tracking number hadn't been generated ("You can cancel your order if it has not been packed for shipping and a tracking number has not generated."); at this current time (May 24, 2024 9:03 AM EST) a tracking number has not been generated for either order, however when I chatted with customer service, I was told the duplicate could not be canceled because it was already processing. This goes directly against their FAQ. I subsequently requested to cancel all my Autoships with Allivet, as I'll be moving my dog's prescription to a different pharmacy after this, and was offered a partial refund of $18 by customer service agent ******. This is not acceptable as the duplicate order was no fault of my own and entirely generated within the system, and I'm also unable to return the duplicate order as prescription medications can't be returned.

  Customer response

  05/29/2024

  I was contacted by Allivet's customer service team again after informing them that I filed a complaint with the BBB and received both an apology and a full refund for the duplicated order. They also honored my request to cancel all of my Autoship orders, and I've removed my credit card information from the site to prevent any other potential mishaps in the future. I am satisfied with the resolution of my complaint via the company reaching out to me.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidentally bought the wrong medication for my dogs. I called them immediately and offered to return it since they have 30 day refund policy. I have been told several times they cant credit a refund because theres a problem with my bank, or, theyre having issues with their system. They had said Id be mailed a check, yet its been 2 weeks since i was told that. *** contacted them at least 6 times and yet Im still waiting. They want me to report this to my cc company so they can give me the credit. I told them its their responsibility to refund my money. Theyve been ignoring my texts

  

  Business response

  04/23/2024

  Dear *******, 
  
  I sincerely apologize for the delay and frustration you experienced in obtaining your refund for the incorrect medication purchased for your dogs. I understand how time sensitive this issue is, and I want to assure you that we have taken steps to resolve it.
  
  After multiple attempts to process the refund, we advised you to submit a chargeback because we were unable to determine why the refund was being declined by your bank. Upon further investigation, we discovered that the credit card we were attempting to refund had expired, which was causing the refund to be declined by both our system and your bank.
  
  Once you called in and provided us with the updated credit card information, we manually processed the refund immediately. A confirmation receipt was sent to your email to confirm that the refund has been successfully processed.
  
  I want to sincerely apologize for any inconvenience or frustration this situation has caused you. Your patience and understanding during this process are greatly appreciated, and we are committed to improving our processes to prevent similar issues in the future.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your business and are dedicated to ensuring your satisfaction with our services.
  

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to make things right for you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Out of no where I received an email about an order for a medication my dog does not take, from Allivet who I have never ordered from before, that was being auto shipped once approval was confirmed with our vet. My credit card was charged $186 without any consent or request. I have no record anywhere that anyone in my family has ever done business with them so I do t even know how they got my credit card and address information. I emailed and called their customer service immediately. The representative took my contact information but said that the company database was experiencing difficulties and that I should call back in a few hours. I requested that they contact me and she said my request would be escalated and that I would get a response. If I dont hear back this afternoon I will try again. I do not want to have to change my credit card or have to file a charge back.

  

  Business response

  04/08/2024

  Hello ********, 
  
  We sincerely apologize for the concern you experienced regarding the unauthorized charge on your card and the lack of confirmation. We understand the importance of prompt resolution and clear communication in such matters, and we regret any distress caused by this situation.
  
  Upon reviewing your case, we have identified that the original order was placed with ******* Pet Rx on February 8, 2022, for Simparica Trio, which enrolled you in an auto-shipment program every 12 weeks. This auto-shipment remained active until it was canceled on April 3, 2024, by one of our representatives when we reached out to you. We apologize for any delay in responding to your inquiries. 
  
  We want to assure you that Allivet has always been the pharmacy of record for ******* Pet Rx, and our successful partnership with ******* since 2019 has recently ended. To ensure continuity of care, Allivet is now providing the same level of service for you and your pet. We understand the importance of clear communication, and our customers received several emails regarding this transition.
  
  In response to your concerns, we have taken the following actions:

  The auto-shipment has been completely suspended from your account.
  All payment information has been removed from your account.
  The pending order, APA-*******, was canceled. The authorization hold placed on your account should have already dropped. 
  

  We take all feedback seriously and are continuously working to improve our communication methods to provide a more transparent and trustworthy experience for our customers.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your feedback and appreciate the opportunity to address your concerns and improve our services. 

  Customer response

  04/08/2024

   
  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

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The unconsented transaction was done March 6, 2024. I was charged $274.08 without my authorization. I immediately sent an email on Tuesday, March 5, 2024 upon learning Allivet was shipping an order I did NOT want. I emailed them again on Wednesday, 6, 2024. I am still waiting for a response. Furthermore, the item, which I did NOT order was shipped to my address. I want my money refunded to my card and Allivet to process a return ASAP and to make their website more user friendly, although I refuse to patronize them. They have not responded to any of the two emails sent to **************************************** The unauthorized order number is S-*******. I

  Customer response

  03/10/2024

  Allivet has reached out to me and I wish to close this case. Thank you!

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a prescription for my dog. When I ordered from Allivet, they said they would reach out to my vet to get approval. I then received an email, from Allivet that the order was cancelled because they were not able to get in touch with the vet office. I personally went to the vet office while they spoke to Allivet approving the medication in addition to 4 refills. I then re- ordered since the original order was cancelled and not only was the next order cancelled but I was charged for it. Then, I received a message saying that the medicine thats on auto ship is out for delivery then got another message saying the actual item is on back order. I never signed up for auto ship in the first place.

  

  Business response

  03/07/2024

  Dear ******,

  We sincerely apologize for the confusion and frustration you experienced with your recent orders.

  Upon reviewing your case, it appears that there were duplicate orders placed for both the Flovent HFA Aerosol and the ******* Aerodawg Chamber, resulting in duplicate charges and confusion with the prescription refill process. We acknowledge the oversight and have taken immediate action to rectify the situation.The duplicate orders have been voided, and any pending authorizations have been released, so you should no longer see duplicate charges on your bank statements. We also want to inform you that the Flovent HFA Aerosol has been discontinued, and we apologize for any inconvenience this may cause. However, we are pleased to see that you received your original order, which was placed on 1/23/24.

   Additionally, it appears that an auto-shipment was added to your account when you initially placed your orders. We understand that you did not sign up for auto-shipment. To address this, we have canceled all auto-shipments on your account to ensure that you have full control over your future orders.

  Once again, we apologize for any frustration caused by these issues. We value your business and are committed to improving our processes to prevent similar incidents in the future. If you have any further questions or concerns, please do not hesitate to contact us directly.

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to make things right for you.

*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. ↩