Ordered six cases of dog food. They were poorly packaged and too many in one box so the cans arrived badly dented and the box was destroyed due to the excessive weight, many near the seal. After jerking me around, they refused to refund my money. They claim cans with dents at the seal are fine to feed my dog. I'm not giving my dogs botulism. I've had dented can problems on occasion with other vendors like amazon, they always refund me especially when it was their poor packaging that caused the issue. I have photos of the packaging and damaged product, which I provided to the vendor.
I've been a customer for many years (20+) and have never had any issue with service, delivery or returns. Customer service folks have always managed any concern with politeness and knowledge. I rarely buy from anyone else. I had an aviary of 200 parrots and always bought food, treats, toys and accessories from them. Now with just 4 parrots I still rely on Drs. Foster and Smith. Highly recommend them. Let's hope Petco doesn't spoil this terrific company like Sears ruined Lands End!
I called in an order 15 minutes later I called back to make a change. No problem Im told. Next day I see no change was made and I called back. Oh sorry the item had already shipped. Which proved to be a lie. The usps tracking proved it wasnt picked up till 5 hrs later. Integrity is everything in an online company this 1 failed me.
I don't know what reasons drs foster and smith have decided to no longer be available as a company, but I want to say that they did everything that could ever be done for their customers, even if there was a total loss of any profit what so ever! They cared about the lives of the not so human variety, yet never thought of anything else but to please the customers completely. In my world that would spell the words of a not-for-profit business. Which I wouldn't be surprised if that isn't what may have caused problems for them. May goodness bless you wonderful people of Dr's Foster and Smith!
Lied. In writing they said prior to ordering that shipping and billing addresses not matching, no problem. Lied. Ship only to billing address and that is the only one they see in their system. Order history on web page reflects correct shipping address. Confirmation email about shipping contained only ads and no address. UPS alerted me. Company refuses to correct it. Reps including supervisor just blamed me for ordering online. This company is garbage. I should have read reviews first.
I have been a customer of this company for many years now they have switched to mailing items in a plastic bag instead of shipping my order in a small box cutting corners to save a few pennies is poor customer service i will be shopping with one of your competitors
We bought a fountain for the cat. It came in quickly. The cat loved it. Later, the motor stopped working and the customer service people answered questions about how to fix it. A toy we ordered didn't work out--it was not bendy and flexible as advertised--and they issued a refund.
It has been a few months back, but I had several sick kittens with conjunctivitis. I needed to get some medication quickly. I ordered what I needed and it arrived in just a few days. I was very surprised in how fast it was delivered. I think the prices could be a little cheaper though.
This has been a nightmare. I mailed my Rx in so I could place an online order. It never showed up in my account. I called to find out why and they told me 1st couldn't find it and 2nd it didn't have a Dr. signature. They finally said "Oh I see the signature." Wow. Placed an order over phone. It's late by a week. Wanted to take advantage of a recent 30% off promo and go to my account. NO RX! Called and they tell me online and phone orders are not on the same server? That is ridiculous. I will never trust them again.
My pet died and although the company charged me a substantial amount in postage, they accepted the merchandise back. Another pet died this week and the company not only will not accept the merchandise back ($45), they had no compassion. Chewy.com not only refunded for merchandise, they asked me to donate it and not worry about the return.
I ordered an item that comes 2 sizes and one is more expensive which is the one I ordered but was sent the cheaper item? Customer service said they would make a note of that but never offered a refund!
I will start to say they do have great prices. But sometimes it is worth spending a bit more to not have to deal with bad customer service. Half of the recent orders I placed had some items out of stock even though it said they did have items in stock. They supposedly have a good return policy. Good luck there. Takes a week to ship the items back and then they reserve two weeks to process the return. If you contact customer service they will blame you for everything even if you follow the return instructions to a T. So I had to pay to ship items back which I wouldn't have ordered if they hadn't shipped an incomplete order in the first place.
I recently saw a sale listed for Roudybush high energy breeders food for birds listed 25 lbs for $13.49 never said clearance. When I tried to order it said not available until 8/27 so on 8/27 I called and tried to place my order I was told it wouldn't get there until 8/30 but they would honor the price. On 8/30 I call in and they tell me that they are not carrying the 25lb small size but I could get 15% off the 25lb crumble size not the 75% off they advertised after speaking with supervisor I was told they would not honor the price and admitted it was there fault so he gave me a $10 credit so what should have been a $27 bill cost me $102 and $10 off my next order which will be my last. I have been a long time customer but you only rip me off once and I have learned my lesson.
Really happy to find a site like this for all my pet needs. I love how they have tons of products at good prices. Their brand foods are great! I order from them for all my animals =)
Great site! Never had an issue with them.
I love this place, they have everything for your pet, especially the itch for dogs that have allergies. Our cat has issues with fur balls and they carry the best stuff for that. They are very reasonable in price and shipped so fast. I would highly recommend this site to any pet owner for all their stuff. Better than Petco and Petsmart, not expensive.
I purchased an Eheim 350 surface skimmer from DrFosterSmith back in November 2016' for their black friday sale and didn't set it up till March 2017' and it wasn't working correctly. I contacted customer service past the 60 day return policy and they were still able to ship me a new one. Definitely recommend
I will say that I haven't used Drs Foster & Smith for prescription meds, but have used them for other pet supplies and am very favorably impressed. Their prices are the best and everything I have bought has been high quality. Their site is easy to use, and the descriptions and reviews are extremely helpful. They answer any questions you might have about their stock quickly. I have bought several of their F&S brand items and they are great quality and good value. Shipping is reasonable, frequently free, and very fast. I got an extra large ex pen overnight with free shipping. This is the best online pet supply site I have found.
This used to be a reliable source for cat food and other supplies. There shipping (and tracking) are so slow one wonders if the order will ever arrive. Now I'm off to a pet store to buy cat food.
Purchased 500+ dollars worth of inverts for a large marine tank. They sent me an ammonia bomb (a bag full of dead mexican turbo snails) which wiped out the entire aquarium.
Over $5000 worth of fish, coral and inverts completely wiped out in a tank that was stable for over 2 years.
LiveAquaria (Doctors Foster and Smith) would not do anything to remedy the situation.
I would not recommend LiveAquaria.
I recommend their on-line veterinary pharmacy. My late lamented cat had a lot of medical problems and I was able to save a lot of money by getting his prescriptions here. Never had a problem with an order
Overview
Doctors Foster and Smith has a rating of 3.2 stars from 44 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Doctors Foster and Smith most frequently mention and customer service. Doctors Foster and Smith ranks 26th among Pet Supply sites.
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- Rhinelander, WI, United States
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- Suspicious reviews are flagged by our algorithms, moderators, and community members