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:08/31/2022

  Type:Service or Repair 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 prescription cat food on august 18th. Despite it being out of stock they took my money. I contacted them a week past the order because I received no tracking number and they said it had shipped. I contacted the distributor (royal canin) and confirmed it was out of stock. I was bounced back and forth between the two companies for over three hours over a period of three days. Now both are saying the other company needs to update their system in order to give me my money back. Its been two weeks and theyre holding my $191.52 despite never having had the product. Royal Canin even offered to issue petcarerx a credit so they could give me my money, but they refused. Now I spent the last of my money to get food elsewhere and I dont have enough for rent. They have yet to apologize. If anything theyve treated me as if Im being ****** dramatic, stupid, and annoying

  Business Response

  Date: 09/01/2022

  We have issued a full refund of $191.52 on 8/30.  Please allow up to a week or so for the funds to reflect on the account. 

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair 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 have 3 prescriptions for my one dog, two were filled at one time and the third on a separate date. I was almost sure I did not pick auto ship for the 2 meds since we were going to seek another vet and those may change. I received an email at 5:20 a.m. today that our prescriptions were approved( this is second time order). At 8:48 a.m. received email that prescriptions were shipped. I was not in position to have $76.00 out of my account so that is another reason I would have put as 1 time delivery for the two expensive scripts. I believe they should give at least 1 week or 3 day notice when they are shipping scripts as things change, such as the pup may have expired. They do no advanced notice so that a customer can not cancel the order and still be stuck with the bill. Very poor practice.

  Business Response

  Date: 08/30/2022

  We have contacted this customer twice.  Once on 8/26 and again on 8/30 on the phone number and file and left a message to contact us back. 

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  My vet wrote a prescription for urinary and Satiety(diet). I called Petcare RX and they stated that they need a prescription from the vet , I then gave them my vets name and telephone number . They called the vet and the vet told them what the scrip was and Petcare RX stated they do not have that ,they asked the vet for permission to send just an Urinary SO , the vet said no substitution but they sent the urinary only dog food anyway and charged me accordingly. I received the dog food and noticed the mistake before opening the bag , we called them that day and they stated that there are no returns on RX dogfood even if not opened I paid more than $58 for a 8# bag. I called the vet and confirmed that he said no substitutions to Petcare RX and would be willing to confirm. When we talked to them on 9 August 2022 they said they would have a supervisor call us. Today is 11 aug. 22 and still have not contacted us with a resolution They sent us a product for a prescription that we did not ask for and was not needed all I want is either the scripted dogfood or our money back,

  Business Response

  Date: 08/12/2022

  We have resolved this matter.

• Initial Complaint

  Date:07/21/2022

  Type:Sales and Advertising 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.

  This online pet pharmacy failed to communicate that my dogs prescription was denied by the vet, failed to notify me that the medication would not be in the order, I had to call once my package arrived and I noticed a medication missing. This company then denied any wrong doing, and told me as a courtesy they would waive the shipping charge (I never should have had to pay two shipping charges in the first place) and then failed to do so. Then, after charging me for the shipping they said was being waived (as it should be), have failed to reply to more than one email regarding this matter. By the time I am out of work their call center is closed. I have reached out to PayPal to help find a resolution.

  Business Response

  Date: 07/28/2022

  3 prescription medications were ordered and of the 3, 2 of them were immediately approved by the prescribing veterinarian.  The 3rd prescription ordered according to the vet was the wrong dosage and needed to be modifed.  As a pharmacy to avoid delays and ensure patients receive their medications as soon as possible, we split the order and shipped out the approved portion and emailed ******************** on 7/13/22 at  ******************************** to advise her the 3rd medication ordered needed more information from her to process her order.  On 7/15 we received an email from ********************* where we adjusted the medication ordered and refunded her the shipping fee as a result of the split shipments.  We have also issued a refund on the second shipment fee which may have no posted yet.  Please allow up to 7 business days for the second shipping fee of $5.99 to reflect on your account. 

  Customer Answer

  Date: 08/04/2022

  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:
  
  The information they provided in their message is false, I had to message them numerous times to received a reply regarding the shipping refund. Not only that, the company did NOT send me an email stating one medication was not approved. I had to call when I received only two of the three medications ordered. This company is awful and should NOT be allowed to just wash their hands of their negligent practices. I should have been informed immediately regarding my pets medication, or even called and left a voice-mail. I received NOTHING from them. I also had to email for over a week to get a refund of a shipping fee I was lied to and was told had already been adjusted and would NOT be charged to me, yet it was charged to me because it was not adjusted. This company has awful customer service and only will reply once the BBB was asked to step in.  

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

  
  

  Business Response

  Date: 08/18/2022

   We have accommodated the desired settlement of refunding the funds requested however the case has been re-opened.  We have called the customer on 8/12 and again on 8/17 and left a message to see what further resolution is requested. We have not heard back from the customer yet.  Please contact us back at ************  to further resolve any more concerns. ************  f************  ************ We have accommodated the desired settlement of refunding the funds requested however the case has been re-opened.  We have called the customer on 8/12 and again on 8/17 and left a message to see what further resolution is requested. We have not heard back from the customer yet.  Please contact us back at ************

• Initial Complaint

  Date:07/11/2022

  Type:Billing 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.

  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

  Date: 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

  Date:07/08/2022

  Type:Sales and Advertising 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.

  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

  Date: 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 ************  if you choose to do so. ************  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

  Date:06/10/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 06/28/2022

  We have reached out to the customer to resolve this matter.

  Customer Answer

  Date: 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

  Date:06/07/2022

  Type:Service or Repair 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 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

  Date: 06/14/2022

  We have communicated with the customer and resolved this matter. 

• Initial Complaint

  Date:05/27/2022

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/18/2022

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************