Lawrence C.

I have been spending about $100 per month or over two years with Allivet, mainly to purchase Vetoryl for my Maltese who suffers from Cushing's disease. The Vetoryl has performed well, and until now, so has Allivet. I recently had a problem with a shipment that was delayed. Allivet had not shipped it out as quickly as normal, and USPS compounded the problem with errors and tracking system failure. The order did finally arrive on the day I used the last of my pet's medication.
In the meantime, I contacted Allivet and at first they blamed USPS (at least partially with good reason), but called me back and informed me that they were in the process of re-shipping the order via FedEx. They called my vet to renew the prescription, which was the final refill in that series, and re-shipped the order as promised. In other words, they provided exemplary customer service.
I would also like to say that others on SiteJabber who have said Allivet ships outdated medications and cheaper brands are wrong. This has never been the case with any of my orders from them in over two years of monthly orders, and I doubt that any of those negative claims are even true.
This experience has left me very much impressed with Allivet's customer service, their willingness to admit there was a problem, and the fact that they took timely action to solve the problem.
As a management professor, I recommend this episode as an excellent case study example of how to provide superior customer service even when things are not going well. I plan to use it in my own classes.
Kudos to Allivet.