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Complaint Details
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Initial Complaint
07/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ive had a membership for years from PetCareRx for $50. I noted this year a unusual charge on my credit card for almost $200. I called and asked them what this was and they said the new membership fee. I was never notified of this charge or the increase fee. I also noticed they charged me last year as well. I would like both charges returned.Business response
07/14/2022
We have issued a full refund for the 2022 membership fee for $174. In 2021 purchases were made with the membership that allowed for a wholesale savings of over $100. As a result we cannot issue a refund for 2021 as the benefits were used. However, we will issue a 50% refund in the amount of $87 to be mailed via check for the 2021 membership fee as a courtesy.Initial Complaint
07/08/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Made an online purchase and had to call to cancel order. I called 30 minutes after placing my order online fo r $96.32. The person that answered the phone said she couldn't do anything and my order was already shipped out. She answered immediately and was completely lying. She didn't provide tracking information or any proof that this already shipped. Which is difficult to believe when an order was literally just placed. I want a refund and to cancel my order. This person didn't ask for my name, order number or anything. Clearly didn't even look up my order. Very unprofessional and untrustworthy business. Blatantly lying to customers over the phone and refused to provide any sort of resolution option. I want a refund or alternate appropriate resolution.Business response
07/14/2022
We are responding to ******************************* complaint. Our system does recognize customer accounts when they are calling from the phone number on the account. Therefore the representative was able to access the customers account at the point of the call. The item purchase is fulfilled by our vendor and after the call was made the order was already sent to the vendor for fulfillment which at that point cannot be cancelled or changed. We do see the item was delivered on 7/13 by Fedex. If for any reason you do not want this item you may return it for a full refund. Please notify our customer service team at ************ ************ g ************ ************ ************ We are responding to ******************************* complaint. Our system does recognize customer accounts when they are calling from the phone number on the account. Therefore the representative was able to access the customers account at the point of the call. The item purchase is fulfilled by our vendor and after the call was made the order was already sent to the vendor for fulfillment which at that point cannot be cancelled or changed. We do see the item was delivered on 7/13 by Fedex. If for any reason you do not want this item you may return it for a full refund. Please notify our customer service team at ************ Initial Complaint
06/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Originally ordered prescription flea medicine for my dog back in March 2022. It was on backorder and as 2.5 months have passed by, I had ordered from a different vendor. Suddenly, without confirmation from PetCareRX, I received the item from them, again 2.5 months from my original order, and no longer needed it. This was pretty expensive item and when I called customer service to return it, they claim that I cannot receive a refund. It is unused and in fact, unopened. Original order#: ******** Shipped order#: ******** I would appreciate further recourse here.Business response
06/10/2022
We are responding to ********** case. During the pandemic there have been shortages nationwide due to production concerns. The medication ordered are on of the items which went into a manufacturer backorder as a result. On 3/17/22 an email was sent to ************** from the email address on file for his account ******************* stating the item is out of stock and will be shipped as soon as possible. We do not cancel orders without advising our customers unless they request to cancel of which was not requested. As a result once the item becomes available we fill orders first come first serve. As stated on our website due to general health concerns, we do not accept returns on prescription medications. The medication is generally used year round and has an expiration date of 2 years out so can be used when the dose on hand is complete.Customer response
06/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Again, I have worked with other vendors (e.g. ******* where items were out of stock due to the pandemic, as you cited your reason for the delay. They emailed me to notify me that it was back in stock and to contact them to ensure I still wanted the product. I do not think this is extraordinary customer service and common courtesy. Also, I would hope you change your policy so that you do notify customers especially when there are such long delays at 2.5 months.
More at hand, because your policy is insufficient, I am asking for a refund. I am happy to return the product back to you, as again, it was un-open, in fact, still sealed in the mailed box. Unless, you are saying what you sent is a"general health issue."
Please refund me asap.
*******************
Business response
06/28/2022
We have reached out to the customer to resolve this matter.Customer response
06/29/2022
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 and the matter has been resolved.
Sincerely,
*******************
Initial Complaint
06/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a postcard from PetCareRX offering 30% of my pet medication order. I called in to inquire about the price of medication for my dog. Apparently, the calls are recorded. I was told that I can buy **30GM** of Mometamax for $ ***** and I provided the discount code from the postcard. I placed the order with the PetCareRX representative. When I received the package on 5/21/2022 I only received a **15GM** bottle = 1/2 of my order. I called and was assured a supervisor would review the call and get back to me. So far no one got back to me. When I buy the medication directly from my VET at $40.00, which typivcally is a lot more expensive, so with the 30% discount the price made sense for 30GM. What I am looking for is a 50% refund since I only received 50% of what I ordered. If PetCareRX wants to send me the other half of my order at this point I would not administer any medication from this vendor to my dog, especially after I filled a complaint.To any pet owner's that read this, get your mail RX from Chewy, they offer excellent customer service.Business response
06/14/2022
We have communicated with the customer and resolved this matter.Initial Complaint
05/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On or around 17MAY2022, I submitted an order to the Company. I submitted accurate and complete information including my name, address, email, and credit card information.Unfortunately, the Company cancelled my order with no notification nor right to do so.On or around 21MAY2022, I called and learned of my order being cancelled, I was told to place a new order and was assured that notes were left such that the order would be put through. Additionally, on 23MAY2022, I called again and was assured by a CSR that my order 'was being pushed through by management'.Since that time, my second order has been cancelled as have 2 subsequent orders I have put through - all with accurate information.Unfortunately, it does not seem like one hand knows what the other is doing as I keep getting incomplete, inaccurate, and/or conflicting information from this Company.Per their terms and conditions, they do not even have a right to cancel my order once it has been placed and are therefore in a contractual agreement such that they need to fulfill my order (ht********************************************************************). Unlike someone like ******* for example who specifically has a 'we reserve the right to reguse or cancel an order...' statement in section 8A of their terms and conditions (Placing an Order > Order Acceptance and Billing, **********************************************************************************************)I need the Company to fulfil my order, as is their obligation under their own Terms.Business response
06/10/2022
We have communicated with Rafe on several occasions advising him we need proper information to process his order as they are being flagged for fraudulent activity. Rafe is not providing his last name or full name on his credit card in order for these transactions to go through. We are happy to place orders and ship them for Rafe, however we cannot do so unless we have the proper name on the card so it can bypass our security and fraud alerts.Customer response
06/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:As mentioned in my complaint, I have provided the business with full, complete, and correct information including my last name and the name on the credit card. The business refuses to fulfill the order, in violation on their terms, and if they don't fulfill the order accordingly I will have to escalate this issue further.
*****************
Customer response
06/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I tried submitting with a different card number as well, and you guys have refused to fulfill that order too.
*****************
Business response
06/28/2022
We cannot process an order for this customer with the information they are providing as its flagged as fraud. There is nothing further we can do to help this customer unless they provide legitimate information.Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order with PetcareRx for flea/tick medicine for my cats. There were two items in the order I placed. When I submitted the order they were both indicated to be in stock. Shortly after I get a notification that one of the items was out of stock. This notification did not say anything about them sending the item when it came back into stock, nor did they give me any kind of notice that they would be shipping it to give me an opportunity to decline the item. So on 4/12/22 a month after I placed the initial order, I noticed a pending charge on my credit card for $73.21. I immediately called their customer service line **************** PST. This was still before the item had shipped from the warehouse, although she said she was unable to stop the shipment. I spoke with the woman and she agreed to refund my money for returning the item. I asked her if I could write return to sender on the item, and she agreed that would be fine. I returned the item the day it was delivered. **** shows the item returned to sender. I have called multiple times, and they cannot "find" the item in their warehouse. They also continue to put me on hold for an extended period of time while I attempt to speak to a supervisor. At which point they tell me none are available and disconnect with the promise of a return phone call. I am disputing this with my credit card company as well.Business response
05/18/2022
We are responding to this case under the customer name of *************************. Please see attached for a screenshot of the out of stock email sent on 3/19/22 at 10:20am. There is no indication of cancelling the order or item due to it being out of stock, it does state in the first paragraph the order will be shipped as soon as possible. Once the item is received we scan it to issue the refund, in this case we still have not received the return and there is no updated tracking information since 4/18 when it was refused. In any event we have issued the refund yesterday and it will reflect on her account within the next 3-5 business days.
Customer response
05/18/2022
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 and the matter has been resolved. I received a call stating I will recieve a refund of the $73 within the week.
Sincerely,
*************************
Initial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every case of prescription I/D low fat digestive care canned dog food we have received has had at least 12 cans severely dented/ crushed! This food is expensive. We don't feel safe feeding it to our Dog ****** This is a continuous problem not just a one time occurrence! Perhaps we should try a different company?I can send pictures of damaged product you sent us if needed.Perhaps you can replace 24 cans at no cost to us?Business response
03/11/2022
**** sent us a photo of 1 can on 3/8/22 at 2:10pm. Same day at 2:18pm the representative she was communicating with emailed back asking for a photo of the case of food and not just one can. Since then, we have not heard back from *********************. If she can send additional photos to the rep we can further assist in resolving this matter.Initial Complaint
02/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
In mid February of 2022 I placed two separate orders with Pet RX. One item from one of the orders was shipped within a few days; one item from that order was canceled; I heard nothing more about the remaining items or the other order. When I called customer service ten days later I was informed that my order had not passed some "audit" they conducted--the agent was unable to tell me what that was about, although they had a valid credit card number, shipping address, and so forth. I was never informed about this action, why it was taken or how it was appropriate, and their response when I asked to speak with a supervisor was to place me on hold for an interminable amount of time.Business response
02/25/2022
We are responding to ****************** complaint. This account was flagged for fraud prevention due to several concerns. There are 2 orders placed on the same day within the hour. The first order the name, credit card and address on the account doesn't align with the name and shipping address. Then the 2nd order has a completely different credit card, billing address and name but the same shipping address as the first order. We attempted to contact the account holder with the phone # provided but we did not receive a response, therefore the order was cancelled, and an email was sent to advise of the cancellation. On 2/24 we received a call from **************** in regard to the cancellation and it was explained to her the information on file caused the orders to go into a fraud protection status. She requested a supervisor and was in queue to speak with one but disconnected. The orders can be replaced but must be called in to be placed with a representative to confirm some information.Customer response
02/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
No one ever attempted to contact me regarding this order. The orders I placed were for two different people which is why there were two different credit cards involved, which I would have been able to explain to them had they bothered to contact me. Which they did not.
Customer response
03/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
No one has tried to contact me via phone or any other way.
*********************
Business response
03/22/2022
We have again tried to customer the customer with the phone # on file ************ and left additional voicemails. Since there seems to be a concern connecting, we have also emailed the customer twice at ************************** and received a call from her on the 2nd follow up email on 3/21/22. We have communicated with this customer and at this time there is no further action to take.************ a ************ ************.= ************. We have again tried to customer the customer with the phone # on file ************ Initial Complaint
02/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed one order in 2015. No other orders were ever placed. I was not aware that I was being charged an annual membership fee. From the time the initial order was placed, my originating email was deactivated and my last name was changed from ***** to ******* Unfortunately the annual fee continued. Here are the membership fees provided PetCare RX: 1/5/2015 $52.80 1/5/2016 $52.80 1/5/2017 $52.80 1/5/2018 $50.00 1/5/2019 $52.80 12/30/2019 $104.55 12/30/2020 $104.55 12/30/2021 $104.55 (refunded)As you can see, the 2021 fee was refunded. I am seeking a refund of the 2019 and 2020 membership fees. I was never notified of the substantial fee increase as my email was deactivated, I cannot even access my account on line. PetCareRX has provided the following account number: *********Business response
02/17/2022
Please see our pet plus terms in the link below which will give you details as to why we cannot issue a refund for the previous years.
************************************************
Customer response
02/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:While I cannot argue with the "fine print", this is a subpar practice. I expected more from a company that helps care for our pets.
***************************
Initial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a case of nutro ultra senior **** trio dog food on 1/19/2022 for $55.04, order ********* and my dog got sick after eating one of the containers out of the case of 24. I was told by her vet do not feed her the food again so I contacted PetCareRX to see about returning for a refund. The customer service representative was very rude and said if it was opened I could not return it. She said only royal canin and hills had a 100% satisfaction guarantee and if it was opened it couldn't be returned. I said I have never had an issue returning a food at ****** ********* *****, etc. and this was unacceptable. She said well how are we going to resell it if it has been opened? I said well how can you know that you're dog can't eat something until they try it and it makes them sick? She said well you can speak with a manager about it but that's the policy. I said so I can't return the other unopened packages in the case since only one was tried and she said I would not be able to get a refund and had to pay for shipping to see if they would accept it, I am not going to pay to ship it back in the hopes it might be accepted for a refund! The manager still has not called me back and this was on Saturday 2/5/2022. Very poor customer service and return policy considering there are so many options to order pet food and pet supplies. I only chose this company because chewy was out of stock, but I will never recommend them or use them again. Buyer beware!Business response
02/17/2022
We have attempted to contact ******** to further discuss this matter on 2/9/22 and left a voicemail but we have not heard back. To resolve this case please contact us at the number left on the voicemail.Customer response
02/17/2022
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 and the matter has been resolved.
Sincerely,
***************************
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Customer Complaints Summary
79 total complaints in the last 3 years.
20 complaints closed in the last 12 months.