Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 months ago I set up an account with ******************** an online pet Pharmacy in which I set up an account for an automatic shipment of my pets medication on a monthly basis my bank account information was provided and autoship was selected they contacted my veterinarian office and received a legitimate prescription to be able to provide my dog his monthly medications the first two months I received the medications on time this month they have taken their money and I keep checking the status of the order and it has not been fulfilled this is a time-sensitive matter in which my dog needs his medication in order to avoid further illness and costly bills as he did not receive his medication in a timely manner when I called customer service they could not tell me when the medication was going to ship as it was supposed to have been shipped on February 13th and they took the money on February 13th when I asked her what the delay was they updated their computer system which is why there is a delay I explained to the representative that they should have notified their customers of this and knowing that that should not have been done as several pets Health are being put In Harm's Way to update a new computer system that there should have been a better resolution and notification to their clients as this can be a costly matter as pets rely on their medications just like humans and without medications complications arise which then you have to go to the doctor or the vet which cost the pet owner money due to this Pharmacy updating their computer system and not informing their clients had I known this I would have canceled the shipment and just went to my veterinarian or another legitimate company that doesn't seem to have issues when asking to speak to a supervisor she told me she was the highest supervisor that I could get I asked for what compensation I was going to be given a 50% discount and told me to go to my vet office and get a 7-Day Supply and she would pay the difference

  

  Business Response

  Date: 03/11/2025

  Hi *******, 

  I cant begin to express how truly sorry I am for the stress and inconvenience this delay has causedespecially when it comes to something as important as your pets medication. I completely understand how critical it is for them to receive their treatment on time, and I know how frustrating and worrisome this situation must have been for you.
  
  When we updated our systems, we never expected it would lead to delays like this, and I deeply regret that you werent informed ahead of time. Thats not the experience we ever want for our pet parents, and I completely understand your frustration. Your pets health should never be put at risk, and we should have done better in keeping you updated.
  
  To make this right, weve processed the remaining refund for your order, and weve also placed a store credit on your account. I also want to reassure you that our shipping timelines are now back to normal, so your AutoShip orders should process and ship without any further issues.
  
  Again, Im so sorry for the frustration this has caused. Your pets well-being is incredibly important to us, and we truly appreciate you giving us the opportunity to make this right. If theres anything else I can do to help, please dont hesitate to reach out.

  

  Business Response

  Date: 03/13/2025

  Hi *******, 

  I cant begin to express how truly sorry I am for the stress and inconvenience this delay has causedespecially when it comes to something as important as your pets medication. I completely understand how critical it is for them to receive their treatment on time, and I know how frustrating and worrisome this situation must have been for you.
  
  When we updated our systems, we never expected it would lead to delays like this, and I deeply regret that you werent informed ahead of time. Thats not the experience we ever want for our pet parents, and I completely understand your frustration. Your pets health should never be put at risk, and we should have done better in keeping you updated.
  
  To make this right, weve processed the remaining refund for your order, and weve also placed a store credit on your account. I also want to reassure you that our shipping timelines are now back to normal, so your AutoShip orders should process and ship without any further issues.
  
  Again, Im so sorry for the frustration this has caused. Your pets well-being is incredibly important to us, and we truly appreciate you giving us the opportunity to make this right. If theres anything else I can do to help, please dont hesitate to reach out.

  Customer Answer

  Date: 03/13/2025

   
  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

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  APA-******* order was seemingly mishandled and an inquiry was placed requesting information to receive medication. No recourse was offered and thus delivery was initiated late for medication. Due to this the medication will not be received in time due to this negligence. Another inquiry was placed however service time is not within acceptable time frames to receive a response. This medication is for seizures, thus it may be critical to health.

  

  Business Response

  Date: 03/11/2025

  Hi *****, 

  First and foremost, I want to acknowledge how dedicated you are to your dogs well-being. Theyre lucky to have such a caring advocate looking out for them. Waiting this long for medicationespecially when timely treatment is crucialis absolutely not the experience we want for our customers or their pets. I truly understand your frustration, and I sincerely apologize for the delays and the lack of communication along the way.

  We take full accountability for the missteps along the way and understand how stressful this must have been. You should have been offered an interim dose reimbursement or expedited shipping for your order. To make this right, we have issued a full refund for your order, and we have also added store credit for a future purchase. While this does not undo the inconvenience, we hope it helps in some way. We truly appreciate your patience and feedback, as it allows us to improve and prevent situations like this from happening again.

  I truly regret the communication issues you encountered, and I appreciate your patience despite the challenges. If there is anything else you need, please dont hesitate to reach out. We value the trust you placed in us, and Im sorry that we didnt meet your expectations. Wishing you and your pet all the best.

  

  Business Response

  Date: 03/13/2025

  Hi *****, 
  First and foremost, I want to acknowledge how dedicated you are to your dogs well-being. Theyre lucky to have such a caring advocate looking out for them. Waiting this long for medicationespecially when timely treatment is crucialis absolutely not the experience we want for our customers or their pets. I truly understand your frustration, and I sincerely apologize for the delays and the lack of communication along the way.
  We take full accountability for the missteps along the way and understand how stressful this must have been. You should have been offered an interim dose reimbursement or expedited shipping for your order. To make this right, we have issued a full refund for your order, and we have also added store credit for a future purchase. While this does not undo the inconvenience, we hope it helps in some way. We truly appreciate your patience and feedback, as it allows us to improve and prevent situations like this from happening again.
  I truly regret the communication issues you encountered, and I appreciate your patience despite the challenges. If there is anything else you need, please dont hesitate to reach out. We value the trust you placed in us, and Im sorry that we didnt meet your expectations. Wishing you and your pet all the best.

  Customer Answer

  Date: 03/13/2025

   
  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

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no option on their website to cancel auto-ship orders. The only options are to skip (a one time option) for one month or to change the dates for each order ie: every four weeks, five weeks, up to 12 months renewal. I also can't remove my credit card on file due to it being attached to an auto ship order. This is ridiculous! They charge your credit card on file whenever they want to. Anytime I have attempted to make a change to my auto ship order they immediately charge my credit card, then charge again when the auto ship order ships. I have tried contacting them via their website chat and it always states that it is unavailable while listing their available chat hours. Yes, I always attempt to use during their listed hours. I have never seen a company that did not allow their customers to stop usage of their credit card and/or stop any provided services. I want my account information removed from their systems and do not want their services.

  

  Business Response

  Date: 03/06/2025

  Hi ******,

  I completely understand how frustrating this situation has been for you, and Im truly sorry for all the trouble youve had trying to manage your AutoShip and payment information. Thats not the experience we want for our customers, and I appreciate you giving me the chance to make this right.

  Ive gone ahead and suspended the AutoShip for Interceptor Plus and NexGard for ******, so no future orders will process. Ive also removed your credit card information from your account to ensure there are no further charges. Additionally, *** submitted an IT request to have your information completely removed from our system.

  I also want to clarify that there is an option to stop AutoShip onlineafter clicking Manage AutoShip, youll see a link just below our listed hours that allows you to cancel. I know this hasnt been an easy process, and I completely understand your frustration, especially with the challenges you faced trying to reach support. Thats definitely not the seamless experience we aim for, and I appreciate your patience while I worked to get this resolved for you.

  If theres anything else I can do to help or if you have any other concerns, please dont hesitate to reach out. I want to make sure everything is fully taken care of for you.

  Customer Answer

  Date: 03/07/2025

   
  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

  Date:02/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2.12.25 I placed an online order with allivet for rescue disinfectant and chlorhexidine disinfectant. It is now 2.19.25 and per allivet they have a system update that is ongoing and they do not know when the order will be shipped. All I was told I would receive an update in a couple of days he couldnt even specify how many days a couple of days is. I ordered the rescue because ****** wouldnt deliver until march, and they wont sell me the chlorhexidine. Chewy only sells the chlorhexidine and not rescue. No physical store sells any of these products. I have a cat with ringworm that I need to clean the kennel with rescue so it can have a clean kennel after he gets his ringworm bath, cant even do that because I need to sanitizing also his carrier so he can go in there while I clean his kennel. If I bathe him and he goes back in those two places that havent been disinfected then Im just wasting my time bathing him. Hes being re-exposed to spores. Like are you being for real right now?! AAAAAAAHHHHHH

  

  Business Response

  Date: 03/04/2025

  Hi *********, 

   I cant begin to imagine how frustrating and stressful this situation has been for you. Youre doing everything you can to care for your cat, and the last thing you should have to deal with is delays in getting the essential supplies you need. I completely understand how urgent this is, and Im truly sorry for the inconvenience this has caused. I truly appreciate your patience.

  I see that your order has been delivered. Due to the delay, we have processed a full refund for your order. You should see the funds back in your account soon, depending on your banks processing time.

  I know this situation has been far from ideal, and I sincerely appreciate you reaching out and giving us the opportunity to make things right. If theres anything else I can do for you, please dont hesitate to let me know.

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially started to autoship my dog's anxiety medications. Everything was fine until recently. Allivet stated that they have not heard from my vet, when my vet said they sent in the prescription renewal on 1/15. I have been going back and forth with Allivet for A MONTH and no solution. I have also contacted my vet to send the prescription again. Allivet has not had a solution for this, except for a voicemail that they said was from a supervisor saying my RX was cancelled because they did not hear from the vet. I could not even understand the supervisor's name as the voicemail was not clear and broken up. That is not the case. The voicemail stated I would get an email in a few hours and I never received the email. I think my email address was mistyped by the "supervisor" who sent it. The vet said they called and phoned in a prescription refill request on 1/15.Allivet is horrible to deal with and I will never deal with them again. I need my account deleted, and my credit card taken off their website. There is no way to do so on their website. That is not right. I also cancelled my autoship, but I do not trust that it is canceled. Please CANCEL my autoship and remove my credit card from the website. ****. Please remove my name, credit card, and autoship order from the website. AS SOON AS POSSIBLE.

  

  Business Response

  Date: 03/03/2025

  Hello *****,
  
  I want to start by sincerely apologizing for the frustration and back-and-forth youve experienced. Your Roadie's anxiety medication is important, and you shouldnt have had to go through so much trouble just to get a straightforward resolution. I completely understand how upsetting this situation has been, and I appreciate you taking the time to share your experience and be an advocate for Roadie.

  To clarify, we take your concerns seriously and want to ensure everything is fully resolved for you. We have canceled your Autoship subscription and removed your payment method from our system. Additionally, weve processed a request to our IT department to completely delete all of your information from our system.

  I truly regret the communication issues you encountered, and I appreciate your patience despite the challenges. If there is anything else you need, please dont hesitate to reach out. We value the trust you placed in us in the past, and Im sorry that we fell short this time. Wishing you and Roadie all the best.

• Initial Complaint

  Date:02/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Online (********) ordered a pet antibiotic on 2/8/2025. ******** uses Allivet for pharmacy.Rx approved by my vet on 2/10/2025. Allivet sent email update that order was approved 2/11/25 - Called Rx thru ******** customer service. Was told order in process, but could be delayed because Allivet having "printing issues".2/11 - 2/13/25: No status updates by text nor email.2/13/25 - Called Allivet. Told order was 'waiting for courier pick-up'2/14/25 - no updates from Allivet 2/14/25 - Called Allivet. Told order was being processed. No other updates. Explained that this antibiotic was supposed to be started a week ago.2/15/25 - no updates 2/16/25 - Pharmacy closed. ******** customer service could give no updates on the order. Said I had to wait till pharmacy opened on Monday (2/17)2/17/25 - Allivet service stated that the order was "in progress". Tried to cancel the order, and was told I needed to contact ******** customer service.2/17/25 - Called ******** customer service to cancel order. Service *** put me on hold to contact pharmacy (Allivet). Was told that I could not cancel the order. I explained that Allivet has been sitting on the approved Rx for a week without filling it. Explained that I am never paying for this order and would be contacting BBB and my credit card company.

  

  Business Response

  Date: 03/03/2025

  Hi ****,

  I want to start by acknowledging how incredibly frustrating this experience has been for you. Waiting this long for an antibioticespecially when timely treatment is crucial for Agnesis absolutely not the experience we want for our customers or their pets. ***** is lucky to have such a great advocate for her health. I truly understand your frustration, and I sincerely apologize for the delays and the lack of communication along the way.

  We take full responsibility for the breakdown in service, and I completely understand why you sought to cancel the order after the extended wait. Since your order was placed through ********, we are working with their customer service team regarding any disputes or refund possibilities. I want to assure you that your feedback has not gone unnoticed. We have actively worked to address the issues that contributed to these delays to prevent situations like this from happening in the future.

  Again, Im truly sorry for the inconvenience and stress this has caused. If theres anything else I can do to help, please dont hesitate to reach out. Wishing the best for you and your pet.

• Initial Complaint

  Date:02/15/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allivet is fulfilling the order I placed with ************ on February 4, 2025 for an overnight shipped medication for my dog. Today, February 15th, two weeks later I am still waiting for it to be shipped. Called both pharmacies several times and the only thing I get as a reason is that the computer recent update has caused delays and is not repaired yet. There are no reports in the net of them having an outage. How can a huge company not be able to send medications for two weeks, many for life threatening pets needs? Something is not right and I cant get a straight answer from no one and my credit card has been charged. Stuck waiting for the meds and they dont know when I am going to get them.

  Customer Answer

  Date: 02/19/2025

  Item was delivered today(2/19/25) on the third week after ordering an overnight medication for my dog. 

  Customer Answer

  Date: 02/19/2025

  Item was delivered today(2/19/25) on the third week after ordering an overnight medication for my dog. 

• Initial Complaint

  Date:02/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ************ heartworm, and anti-inflammatory medications as well as my dog's daily ********** (generic ******) through Allivet on 1/29/25. I contacted my vet's office asking them to approve the prescriptions on 2/3 after Allivet was unable to confirm the prescriptions with the vet's office. The office said they called it in that day.I checked the order on 2/5 and 2/6 and saw the order had not shipped, so I used Allivet's chat feature to check the status of the shipment. The *** apologized for the delay, confirmed that the prescription had been received, and acknowledged that because I was running low on my dog's **********, which cannot be stopped abruptly, next business day delivery would be added to my order free of charge and I should receive it ******* 2/11, the order had not shipped and I called the customer service line. The *** apologized, said "priority status" would be applied to the order and it should ship out by 1pm that same day, to be received the next day.On 2/12, the order had still not shipped. I called customer service again, apologies were given, and I was assured that I would receive the order by "late this week." 2/12 was a Wednesday. I had run out of my dog's ********** and had to call the vet, have them send a 5-pill prescription to a local pharmacy where I had to pick it up and pay almost 10 times the amount per pill than I normally have to for bulk orders, just to get my dog through until I received my Allivet order. On Friday, 2/14, the order had still not shipped. I called customer service and received the same apology, was told my order has priority status and next day shipping and I should be receiving it soon, but they cannot give me a date. The *** stated that there have been delays in orders due to a system upgrade and they are terribly sorry. The *** refused to transfer me to a supervisor. The website is still accepting orders with no delay warnings. 16 days after ordering, no delivery. Absolutely unacceptable.

  

  Business Response

  Date: 02/27/2025

  Hi ******, 

  First and foremost, I want to acknowledge how dedicated you are to ******* well-being. Your persistence in ensuring they receive their necessary medications, especially a time-sensitive one like **********, is truly commendable. ***** is lucky to have such a caring advocate looking out for them.

  This is absolutely not the experience we want for our customers, and I sincerely apologize for the repeated delays and the frustration this has caused. Your order should have been prioritized and fulfilled without these setbacks, and you should not have had to scramble to secure an emergency supply at a higher cost. We take full accountability for the missteps along the way and understand how stressful this must have been.

  To make this right, we have issued a full refund for your order, and we have also added store credit for a future purchase. While this does not undo the inconvenience, we hope it helps in some way. We truly appreciate your patience and feedback, as it allows us to improve and prevent situations like this from happening again

  If theres anything else we can do to assist you, please dont hesitate to reach out. We value you and your pet, and we want to ensure you feel confident and supported when ordering with us in the future.

  Customer Answer

  Date: 03/01/2025

   
  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. ***** reached out, fixed whatever issues had delayed my delivery for 4 weeks, and kindly offered to refund the cost of my order and gave me a credit. Her help was appreciated and I do hope that Allivet's customer service representatives receive the additional training necessary to understand when an issue needs to be escalated for resolution.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a refill of my dog's cancer drug,Laverdia, on February 7. They claim they ship within one to three days. There were two refills of the drug already on file from my veterinarian. My veterinarian had to call at least three times initially to get them to take the prescription. They waited a couple of days and then told me they didn't have the refills on file. After some back-and-forth on the email, they found the refills and said they would ship the drug ASAP. Then, in another email, they said they were having warehouse issues and couldn't tell me when the drug would be shipped. As of today, the drug has not been shipped. They have not offered to send it out with express shipping even when they can figure out how to get the drug out of their warehouse. This is a cancer drug! I ordered in plenty of time to have the drug in time for my dog's next dose before she ran out. One of their emails recommended I obtain the drug locally to "make do" until they can get their shipment out. This drug is not available locally to me. Had they told me initially that they were unable to ship the drug or that they didn't have the refills on file, I would've been able to obtain the drug from another online retailer in time to get it to my dog before her supply ran out. This delay may very well kill my dog, literally. This company should not be in business. They should not be promising 1 to 3 day shipping when they can't even get a drug out of their warehouse. When a drug like this is delayed, they should offer free, expedited shipping. I truly hope this company is shut down. They shouldn't be allowed to dispense prescriptions in this manner. It's too important. At one point, oneof the people on one of the many emails I received offered me a partial refund of $60. This has not happened either. A company that dispenses important medications that could save lives, should not be allowed to operate this way. They should lose their pharmacy license.

  

  Business Response

  Date: 02/27/2025

  Hi ******,
  
  First and foremost, I want to recognize what a dedicated advocate you are for ****. Your commitment to ensuring she gets the care she needs is truly commendable, and shes lucky to have you looking out for her.
  
  This is absolutely not the experience we want for our customers. We take pride in making things effortless for our Allivet family, and I sincerely apologize for the delays. You should have been given the option of securing an interim dose, and we would have covered the difference. Given the delay, we have refunded 50% of your order, and you should also see a credit of $122 for Lucys medication. According to tracking, your order was delivered on the 19th.
  
  We truly appreciate your feedback and your patience. Please give **** some extra pets from us, and if theres anything else we can do, dont hesitate to reach out.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22939173
  
  I am rejecting this response because:
  I do appreciate the partial refund on ****** medication. You should have express mailed her medication when you finally managed to process it. You have false advertising on your website that says shipping within 2 to 3 days. This needs to be removed. It is not accurate. Your failure to get **** her medication in a timely manner is unacceptable. Change the wording on your website and in the future if there are delays, notify people in a timely manner and either cancel their order or express ship it for free. This shouldn't happen to anyone else. You can literally kill a dog with this kind of delay on this kind of medication. Again, if you had communicated the delay in a timely manner, I could've received the dosage from another online shipper. As it was, **** did miss a dose. She's also out of remission for what it's worth. Whether that's the fault of the delay in the drug or the cancer itself is anyone's guess, but the delay did not help.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/06/2025

  Hi ******,

  First and foremost, I want to acknowledge how much youve gone through to ensure **** gets the care she needs. Shes lucky to have such a dedicated advocate in her corner.

  This is absolutely not the experience we want for our customers, and I deeply regret the delay you faced. When updating our systems, we didnt foresee this disruption, and I truly apologize for the impact it hadespecially with such a critical medication. Rverything is back to normal now, and once a prescription is approved by the veterinarian, orders are shipping within 1-3 business days as expected.

  I sincerely appreciate your feedback, and youre absolutely rightwhen delays happen, we need to communicate sooner and provide better options to ensure pets dont go without the medication they need. Ive shared your concerns with our team so we can work on improving how we handle situations like this moving forward.

  I know this doesnt change whats already happened, but please know how truly sorry we are for the stress and frustration this has caused. If theres anything else I can do for you and ****, please dont hesitate to reach out. Wishing **** the best, and please give her some extra love from us.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22939173
  
  I am rejecting this response because: The company needs to state clearly that they do not ship within one to three days. They might be able to say they attempt to do that, but to promise that is dangerous. My dog is dying. I don't know that getting the prescription on time would have changed the situation, but no one should have to wait that long for a critical prescription. The communication was terrible, and they should have shipped it overnight when they did finally get it ready. They didn't. It took over a week to get here when it was finally shipped. An apology doesn't make up for false advertising and insanely slow shipping. I don't want anyone else to have to go through this, and they need to state clearly on their webpage that shipping is not always guaranteed within one to three days.   
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allivet does not have a valid email address. You cannot email them to cancel an order even though they say you can. I am a new subscriber but they did not contact my vet for approval. They said they do it, but they do not. Now my dog is missing his heart medication and I am past the time that they are open. Very poor customer service. I will not use them again.I want a refund.

  

  Business Response

  Date: 02/03/2025

  Hello *******, 

  Thank you for taking the time to speak with us and allowing us the chance to address your concerns. Were truly sorry for the frustration this has caused, especially when it comes to something as important as your pets heart medication. We completely understand how stressful it is to be left without the medication your pet depends on, and thats never the experience we want for our customers.

   As discussed, refund has already been processed for your order, and we are actively working on processing the order you placed today. Please know that your feedback is incredibly important to us. If theres anything else we can do to help, please dont hesitate to reach out. We truly appreciate you giving us the opportunity to make this right.