ComplaintsforWedgewood Pharmacy

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Initially, let me just say that the customer service has always been great.On April 4, 2024, I ordered medicine for my cat, for which I paid shipping and tax - totaling $71. They put a hold on my banking account for the full amount, to make sure the funds would be there. Then when they sent the medicine, they charged me again. This meant that I had no access to the original $71 they charged. Why don't they charge me for the product when I make the order? That's what all other businesses do in this country. I really don't appreciate being without my $71, which is my money to begin with. When I spoke to the manager he said that's their policy.Frankly, I would never do business with them again, but I haven't found another pharmacy that makes the medicine in liquid form, so I'm stuck with them for the present.

  Business response

  05/10/2024

  Thank you for letting us know about the difficulties you encountered with your most recent order with us.
  Yes,Wedgewood does a pre-authorization when you place your order. A pre-authorization charge, or pre auth, is a temporary hold placed on a customer's credit card by a merchant for certain transactions. It ensures that the customer has sufficient funds available to cover the requested amount without immediately debiting their account. Many types of merchants such as gas station, hotels and many online merchants use pre-authorizations. With credit and debit cards, authorization holds (also known as card authorization,pre-authorization, or pre-auth) can fall off the account anywhere from 110 days after the transaction date depending on your bank's policy. In some cases,contacting your bank directly about releasing the pre auth can expedite the process. 
  While we will not be able to change our pre-authorization process when you place any future orders, as a courtesy for the inconvenience the pre-authorization caused you with your most recent order, we are crediting you back the $70.41 you paid.
  I hope this information about pre-authorizations has been helpful and that you will continue to place orders for your pets medication in the future.
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered medicine for my dog ****** within 45 minutes she passed I called, they said no problem we'll refund you your amount, we are sorry for your loss. That made me feel good because I've been a customer for two years. My dog needed a special medication for her disease. 5.5 hours later I get a call they will not be refunding me any money because it was already packed to go, which yes at 5.5 hours I could see that but not 45 minutes. Since it's never been ready until the end of the day that I usually ordered to ship. I paid 100 for the medicine and 30 for shipping and im told by the office they will give me half minus the shipping. Shipping is refundable thru any postal company and the medicine cam be resold it's prepackaged. And this is how I am treated. Very bad business to say the least and very inconsiderate of them to even treat me with this disrespect if this was Chewy or ******* or any drug store in the *** I would have never been treated this way. My dog died I don't need the medicine and you will not lose the money because someone else will need it. I will be filing bank fraud and filing a civil lawsuit this is wrong and unacceptable. Stop taking advantage of grieving owners. I will never use your company for anything and all of you can go to h***

  Business response

  05/02/2024

  Thank you for contacting us about your refund request. We are very sorry to hear about the passing of your dog ****** and a full refund was issued to you on 4/29/2024 for $128.00. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a medication for my pet through this pharmacy. I was informed that they did not have enough of the medication to fulfill the order as placed, as the quantity ordered wouldn't stay within the use-by date for the full prescription period. We were told they would be fulfilling *half* of the order so the medication stays within date during the use period. We were not informed of the updated pricing before they charged us. The order for *half* of the original quantity was 95% of the same cost, effectively doubling the per-unit pricing. This medication *can* be filled at the original order quantity and stay compliant, but because Wedgewood's supply of the medication was older, we're being charged the same amount for half the product. I was also informed that they did not know when a new batch would be available. Rather than informing us about any of the new pricing, or simply informing us the order would be delayed, I'm being made to pay 2x due to their poor inventory management.

  Business response

  05/02/2024

  We're very sorry to hear about your experience with our pharmacy.We strive to provide the best service, and it's clear we've fallen short in your case. The recent regulatory changes have led to shorter expiration dates and unprecedented demand for some medications. However, this is not an excuse for poor communication or service. We appreciate your honest feedback and are working diligently to make the necessary improvement. When you spoke to one of our representatives on 4/16/2024 about your concerns a credit for $45.00 was processed. 

  Business response

  05/02/2024

  We're very sorry to hear about your experience with our pharmacy.We strive to provide the best service, and it's clear we've fallen short in your case. The recent regulatory changes have led to shorter expiration dates and unprecedented demand for some medications. However, this is not an excuse for poor communication or service. We appreciate your honest feedback and are working diligently to make the necessary improvement. When you spoke to one of our representatives on 4/16/2024 about your concerns a credit for $45.00 was processed. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid extra for 2 day shipping because the cat medicine is compounded and all meds (esp compounded ones) need to be held preferably below 78 (some excursion to 80s allowable). Ive measured temperature on medication shipped to me in winter at 132 degrees. *** said it would arrive today by 1:45 (4 days after shipped ???????) but it didnt. I looked at tracking and it was in an entirely different part of the state. I called the pharmacy to say it was obviously lost, and even if found it was too long at 132 degrees. They insisted 132 degrees was fine for 4 dayswhich is either they are incompetent or dishonestand that it would arrive later today. I told her repeatedly RIDGECREST isnt our hub or even an adjacent county but is on the other side of the state. She insisted I was wrong. Now even *** admits its been sent to the entirely wrong part of the state and will take them a couple of additional days to find it and get it headed to me. I again called Wedgewood who said they dont give refunds. I DONT HAVE THE ***** IFNTHEY SHOW UP THEY ARE NO GOOD. And the pharmacy is either incompetent or dishonest for insisting 132 for 4 days is acceptable. Which they continued to say after I told them Im an MD and knew better.

  Business response

  04/09/2024

  Thank you for reaching out to us with your concerns about the temperature in transit for your pets medication. A full refund was issued 3/28/25 as your requested. If we can be of any further service, please let us know.
  

• Initial Complaint

  01/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered pet meds for very sick pet. Recd a few bottles & then, right when my cat was passing, received a bottle flavored with bubblegum or something when I had asked for fish flavored - needless to say my cat wouldnt touch it. My cat passed, I called and told them they had gotten the order wrong, & they should refund my money; and also that they should cancel any scripts. I recd a bottle very soon after that - assumed it had been in process when I canceled. Went online to see my acct - there was no prescription active and I did not see auto refill on any historical prescription. Now Ive gotten the third bottle at $50 each. I called again, they claimed theyve canceled again and told me they dont provide refunds. Wedgewood has quite a deal going for themselves. All they have to do is feign incompetence, fail to log cancellation requests, and keep shipping and charging.

  Business response

  01/30/2024

  Our sincerest apologies with the difficulties you encountered with ******** Refill program and that you received medication you no longer needed after your sick pet passed away. We have issued a full refund of the last 3 orders you received totaling $133.50 as you requested. If you have any additional concerns or questions or would like to speak with our pharmacist team about the medication you received, please contact us at ************. 

  Customer response

  01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Thanks for your attention to this matter. 
  
  *******************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am on the autorefill plan with Wedgewood Pharmacy, which was encouraged by the pharmacy and touted as a way to make sure I never run out of the medication my cat needs. I noticed this week that the pending charge for her latest order, which ran out yesterday (1/7), had disappeared off my card, but I had not received any communication from the pharmacy, and the website indicated it had not been prepared yet. When I called the Pharmacy, there was a message that the pharmacy was experiencing technical difficulties and I was told to go to the website to place orders. I used the contact us feature to inquire what was going on. I was informed that due to regulatory issues, they were behind and would ship my cat's medication by 1/18, a Thursday and more than 10 days after her medication ran out and on the other side of the country. Since shipping is usually a week, that could mean my cat has to go without medication she needs for almost 4 weeks. They did offer a 1 day *** shipping but *** does not operate on the weekends so it will be the 22nd or 23rd at the earliest that we can get this. Still over 3 weeks. This is not the first time an extensive delay has happened, and having to stop meds abruptly is not good for the cat's health. When I've complained about this before I've gotten the equivalent of a shrug and "so sad too bad". Their only solution is that I buy 2 months supply every month for a buffer. Ordering just a few pills more is charged the same as if I order the whole 30. If auto refill is encouraged with the promise that a pet won't run out of medicine, then they shouldn't have a fail rate of 50%. In the past 6 months, meds have been late by a week or more 3 times. To make matters worse, if they know there will be a delay, they do not alert customers on the autorefill plan, a known quantity, so we only find out when it's far to late to reduce the dosage gradually so there is no hard stop. This can cause lethal harm and they don't seem to care.

  Business response

  02/22/2024

  Thank you so much for providing us with your very honest feedback on ******** Refill program here at Wedgewood. We used your feedback to make some positive changes to Auto Refill program. We now have notification email in place to proactively notify you of any delay in shipping and we now prioritize ******** Refill orders to expedite those medications. We will continue to review and act on as many other of your recommendations for change as possible in the immediate future.
  
  Our deepest apologies for all the worry and distress we caused you due to our problems with ******** Refill program. While not specifically requested in your desired settlement, we did issue you a full refund on 1/22/24 for your delayed Auto Refill order. 

  If you have any additional questions or concerns, I left you a message with my name and direct contact information. 

  Again, our apologies. 

  Customer response

  02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution does begin to address the concerns I had. I understand that the changes that are needed will take time to implement and so while the steps taken so far do not completely resolve the problems, it does begin to add some transparency and are good first steps. I am happy the company listened to my concerns and is moving to address them. My hope is that other customers will be able to benefit from this and have a much better experience than I did and that the company will continue work on their system.
  
  Regards,
  
  *****************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order was canceled yet Wedgewood continues to seek payment although product was returned unopened.Credit card company, **************** sided with me and reversed the charges. End of story

  Business response

  01/08/2024

  We apologize we were not able to cancel the order at the time you called as the order had already been processed for shipment. A credit has been done to clear the balance due on your account, you will no longer receive any further requests for payment.

  Customer response

  01/22/2024

  
  Complaint: 21009273
  
  I am rejecting this response because:
  
  

  Wedgewood continues to send me bills. This issue is not resolved. 

  This continued behavior from Wedgewood is beginning to resemble harassment. 

  Please respond 

  *******************

  
  
  Regards,
  
  *******************

  Business response

  01/23/2024

  Again, our apologies. The automated Statement was generated prior to our processing your credit on 1/9/24.  Your credit was posted to your account 1/9/24, and you have no balance due as I promised. You should be able to view the credit with your Bank if Debit Card or Credit Card provider. Again, our sincerest apologies for all the problems you encountered with us. 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a prescription with the company for my cat. ********** died on 4/8/2023 and I cancelled the prescription the following week but they still sent another fill on 4/24/2023 on invoice 0013975342-IN which I refused and was sent back to them. I called them and left message because they charged me for it. Their customer service called me and apologized and said everything was taken care of. **** over 3 months later, they have sent me a bill for $45.90 which I do not owe.

  Business response

  09/22/2023

  Thank you for taking the time to speak with me today. We are so very sorry for your loss and for not getting the credit completed for your medication return we promised. The delayed credit has been completed and you should not receive any further bills. 

• Initial Complaint

  07/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I saw on my online bank statement today a pending charge for $51.50 (July 21, 2023.) I didn't order anything so I called them. They said I had a prescription on an auto refill, but I never authorized that. I have phone records showing when I got the medicine, I called them on June 5th at 5:33pm and spoke to a veterinarian to ask questions about the medicine. I asked him "how long could it be stored in that container" as it would take months for us to use it. I was never told I was on auto refill. I asked if I could deny/return the unopened product, I was told no. I spoke to a "supervisor" and was told no refunds. How can I pay for something that I didn't authorize (auto ship was set by the pharmacy without my knowledge as they had the dosage as daily, and it's been over a month; how would I know how to set it for exactly the time to run out daily?). I have seen online that they refunded others for "a pet not liking the flavor" so I'm not sure why they cannot credit the $51.50, especially since they won't let me deny delivery and have it be an unopened package back to them.

  Business response

  07/28/2023

  Thank you so much for taking the time to speak with me today. Again, our sincerest apologies for the unhappy experience you had with our representative. A full refund for your last order totaling $51.50 has been issued. 

  Customer response

  07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on July 7th for $119 for which I received an alert from my credit card. On July 8th another charge comes thru for *****. I call in to go over what this is for. I am told that they run an initial authorization for the full order then they run multiple more authorizations on top of that as they ship out which now doubles the amount they are holding on my card. This wouid appear to be fraudulent activity as they are authorizing credit card holds above and beyond the order approved. I went over this worh ******* that answered who stated this is how we do it. I am contacting a legal 3rd party as well to go over this practice.

  Business response

  07/31/2023

  Thank you for taking the time to speak with me.While I was not able to completely resolve your complaint completely around Credit Card Pre Auths and charges, I was able to assure you that we are working with ********** toward a solution. In the meantime, Wedgewood will Invoice you and you may make payment upon receipt of the invoice. Your credit of $119.00 has been submitted to your card provider. Thanks again for speaking with me today. 

  Customer response

  07/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

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