ComplaintsforPetCareRx, Inc.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Their website does not recognize which of your pets are part of your Pet Plus membership and which ones are not. As a result, if you place an order for a pet who is not part of your membership you are not provided with a correct and lawful total for your order. Rather, they just charge you more without your knowledge or consent. Legally, a person is required to pay only the amount reflected on your order confirmation. What they are doing is FRAUD. They have refused to issue a refund to me in the amount of $42.66 which is the amount which they overcharged me without my knowledge or consent. My printed confirmation total was $172.16 and they charged my account $214.82!!!

  Business response

  01/21/2022

  Refund has been issued and will reflect on account within a week or so. 

  Customer response

  01/21/2022

  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

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently signed up for their PetPlus $99 a year, their site lists Free Shipping; ********************************** It doesnt mention restrictions on this. When I placed my first order I noticed a $5 shipping charge, I contacted PetCarerx, they said is was only for the Continental 48. I asked to speak at that point to a Supervisor, I was told one wasnt available but would call me, they never did. I called two more times, stating I never received a call, and was told one would call, but again no calls. I then asked about their email, and was told they read them, I sent 3 emails over a period of 3 months, and not one reply. Seriously this company makes a customer feel worthless. I contacted the ************ giving the zip code and approximate size and weight to ship my orders, which are always the same, and was told there are several Shipping Zones in **********, which are similar in cost to Hawaii. Since this is true, I should not have to pay for shipping with PetPlus. I have explained several times in the emails, if this company wants to also cut down on costs, then stop shipping in their own fancy labeled oversized packages. PetCarerx ships in a custom company labeled over sized box, then tells me I have to pay shipping, this is ridiculous. They dont care to cut down on packing materials that just help to create more waste and increased costs. Then they also place all the orders in an oversized company plastic bag, that also has printed into the plastic the prescriptions, clearly more absurd costs to create all this that I dont need. A good company responds and listens to their customers, clearly PetCarerx has no desire, but I am paying which I shouldnt be, and if they just placed my order in a plain smaller box, or padded envelope, then theyd see the costs like ********** are the same. Im not happy paying shipping and I am really upset this company wont speak to me, or do anything! I attached a pic of the packing materials.

  Business response

  12/27/2021

  In response to this case *** has spoken to 2 our representatives and a supervisor on 9/1/21 explaining the shipping policies.  Another representative again explain the shipping policies on 9/2 and then the customer placed an online order on 9/8/21 after these details were explained on 3 occasions.  On 9/10 a second supervisor spoke with *** again providing the same shipping details and policies.  The customer then placed an order on 11/12 and following the order placement called in again and was explained the shipping policy for the 5th time. The customer again placed another order on 12/15/21.

   

  Our shipping policy is on our website and the link provided here and clearly states: "Orders over 60 pounds and orders outside the lower 48 states are shipped ground at current carrier rates.
  PetPlus members outside the lower 48 states will be charged shipping at these rates."

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

   

  During the time of an order placement, the shipping fee is provided prior to submitting the order. 

   

  We cannot provide free shipping as it is not a benefit included for members outside of the lower 48 states. Should *** decide that this membership will not fit in her best interest due to the shipping fee, it can be cancelled at any time with no fees.

   

  Customer response

  12/30/2021

  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:

  This company clearly has misunderstood my communication with your staff. I called and emailed several times to find out about having your company not use such over sized packages, and to also explain that Hawaii shares many of the same Shipping Zone costs, so there is no reason to not give free shipping.

  If your company shipped my order in a box 1/4 the size, as I just mentioned it should be free. Your company doesnt seem interested in keeping shipping materials down, but instead pass the price on to me.

  Then you respond with no apologies to me, spending 3 months trying to reach a supervisor, and you act like with your comments that it was all explained to me, it wasnt! The staff I have spoken to cant help with the shipping concerns, they have no understanding of what the company management is doing, other than this is how it is.

  So is a supervisor or manager going to call me, so I can discuss this situation? Again, there has been no past discussions with the staff in regards to my concerns other that shipping outside the 48 pays costs.

  I truly cant believe how poor your customer support is towards consumers like me, also you forgot to mention, that the three times I called, each time I was told a supervisor would call me, I was even placed on hold twice I called, while someone went looking for a supervisor. Then I was told to email the company and that they would respond, yet no one did.

  I placed orders because I paid for the PetPlus, I never expected such poor customer service.

   

   
  

  Business response

  12/30/2021

  Our policies again are stated on our website and were communicated to the customer on numerous occasions again again through this forum.  No further action will be taken.  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  There website shows a photo of my pet's food so I go to order it, I receive the wrong food because apparently, you have to select the kind that's in the photo from a drop-down menu? Now I have to pay to return the wrong food

  Business response

  12/14/2021

  We are responding to *********************************** case regarding Advertising Issues.  Our website displays several product photos of items on the product page that *** come in different flavors or sizes as displayed in the different photos which is why the product name on the page does not specify the size or flavor.   The drop down menu is right in between the price and add to cart option to select prior to adding the item to your cart to ensure the correct flavor and size is selected.  After that point the item selected and added to cart displays the flavor and size on the cart page, order confirmation page and the email confirmation to ensure at multiple points the correct item is being purchased. The item purchased was also a prescription pet food of which this size and flavor was approved by the prescribing veterinarian after the order was placed. PetCareRx does not accept returns on prescription pet food as outlined in our returns page, however given the circumstance and to ensure the fur baby gets the corrected food we have allowed the return for a full refund.  PetCareRx does no cover the cost of return in this type of scenario.  We apologize for any confusion and we hope your fur baby was able to get the corrected food in time.  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION:Dec 9, 2021 AMOUNT OF MONEY PAID:$47.80 PROMISED SERVICE:Purina Pro Plan Veterinary Diets DM ******************* Feline Formula Wet Cat Food 24 5oz cans NATURE OF DISPUTE:I was charged for this product, but I have not received it. I have twice contacted the company. The company read the email but did not respond.WHETHER THE COMPANY ATTEMPTED TO RESOLVE THE ISSUE:No. The company has been unresponsive ACCOUNT/ORDER NUMBER:None provided. No receipt, but my credit card was charged.

  Business response

  12/14/2021

  We are responding to the BBB case for *** **************************** ************** placed an order with us on 12/6/21 for prescription cat food.  The food was approved by the prescribing veterinarian on 12/9/21 and then shipped on 12/10/21.  ******* tracking #****************** shows the package was delivered on 12/11/21 and left at the front door of the residence at *******************************************. This is the first time we are hearing from ************** in regards to not receiving his delivery.  We do not have any phone calls, emails or chats from ************** reporting this concern prior.  I have contacted ************** with the phone number on file and left a voicemail for him to contact me to get this resolved if he still did not locate the package.  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a cat care plan Shipment #******* on 10/29/2021. with the care plan my order came up to $4hundred and something dollars, when I got the email your order has been shipped, I received the charge being $577 something, so I called to ask why the plan was not added to the price and Why I was charged the entire price without discount, I was then told it was because the care plan is only for 1 cat. I had to search around the entire site to find this information, this information is and was not presented when purchasing. I was never notified through email that there was a change to the price, they just did it. Today 12/8/2021 I order $5oo+ dollars worth of items and they cancelled most of my order telling me they can do so if they want, and charged full price instead of the discounted every day ****** price, and once again no email was given to say hey, we had to changed your price. They just charged it! This is thievery and I do not believe this is even legal. If I pay a price at checkout, they they should not have the ability to charge you more on an item. I want to report them for fraud!I don't want anything further to do with them, I want it to be know, what they are doing to people!

  Business response

  12/14/2021

  We are responding in regards to *** ***** ****** complaint.  On 10/30 our representative communicated with ************** explaining that the membership is a per pet basis and items cannot be purchased in bulk for more then the pet enrolled.  You may see the attachment explaining that on the website and the link here: **********************************.  As a result the membership was cancelled and fully refunded and a 25% discount was applied the the order instead with no requirements of being a member. 

  On 11/25 and 11/30 we fulfilled another bulk order for ************** both orders again using a 25% off discount.  

  On 12/8 another bulk order was placed again with the 25% off discount of which at this point ************** was emailed to be notified we can no longer fulfill bulk purchases. The email states:

  Thank you for your recent order with us!  As you may be aware due to Covid, many manufacturers have been experiencing production delays resulting in low stock on some products.  As our fur babies health and happiness is our main priority, we at PetCareRx have been limiting purchase quantities on bulk orders to ensure we have enough supply for all of our fur babies current needs.

  We have made a modification to your order to decrease the quantity ordered.  Please note standard shipping fees will be waived as a courtesy if below the free shipping limit.  You can continue placing orders as needed, but please note all bulk purchase orders may be limited.  For more information or any questions you may contact our support team directly at ************. We have made a modification to your order to decrease the quantity ordered.  Please note standard shipping fees will be waived as a courtesy if below the free shipping limit.  You can continue placing orders as needed, but please note all bulk purchase orders may be limited.  For more information or any questions you may contact our support team directly at ************. 
  Thank you for your understanding,
  PetCareRx Support Team

  This information was also communicated via live chat with ************** on 12/8 of which then he requested us to cancel his order as we did since we could not fulfill his entire purchase. 

  At this time as the membership was already refunded and his recent order was cancelled and not charged, there are no further charges or adjustments to be made.  

   

   

   

  Customer response

  12/15/2021

  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: 

   Yes this change was explained only after I was already charged. AFTER I called and asked why. 

   The 1 cat policy is listed as I explained BUT NOT as you are purchasing the plan. 

   

   

  
  
  
  
   
  

  Business response

  12/27/2021

  I understand your concern but again our site advises "PetPlus member purchases of excessive quantities when compared to the usual and customary purchases for comparable pet breeds/life stages by our other members are subject to modification or cancellation at our discretion."  In any event, we will go ahead and refund you the difference of $128.63 as requested.  

  Customer response

  12/27/2021

  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

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I canceled my order (prior to it even shipping) on the 5th and received an email confirmation that my order was canceled. It is now November 11th and I still have not received a refund. Emailing the company doesn't do any good, b/c no one ever responds. Calling gets you an automated answering system where you leave messages and no one ever returns your call. Trying to get live chat support on the website is a joke because every single time you try (no matter the time of day), you get this message: "Live chat is currently offline. Please email ****************************************** and we will respond as soon as possible." I want my refund of $40.74 immediately.

  Business response

  11/17/2021

  The order was cancelled prior to shipping, therefore nothing was charged.  The pending transaction was voided, the transaction # for the void is ***********.  We only charge customers when the order is shipped. We have reached out to **** and advised him of the details. 

  
  

  Customer response

  11/18/2021

  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

  11/08/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business has been for me a membership renewal fee for numerous years that I never signed up for to begin with. They have taken over $466.00 out of my account. I'm being told that they will be mailing me a check for last years withdrawal of $99.00 which have still have not received to date. This company took these amounts from my banking account with my approval! I never approved of this and asked for evidence that I did indeed sign up for this to which they can't provide to me! I never signed up for a membership, PERIOD. The prices I received on my pet's meds were without any member discounts. I asked them to email the proof that I accepted a subscription and they're telling me they don't have it because it's just accepted with the order. This business needs to be stopped as it's evident they are doing this to other people based on some of the complaints I have read on here.

  Business response

  11/22/2021

  We have communicated with our customer and resolved this matter.

*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. ↩