EntirelyPets Pharmacy

Ordered lactate ringers on June 8,2020 on website. Vet authorized on June 17 after multiple contacts with Entirely Pets. On June 18 I called to find out order staus. Was informed vet authorized on June 17 and it would ship on the 19th. I did not receive shipping notice so emailed 3 times with no response. Finally called again on 22nd, Ariana couldn' t tell why it didn't ship. Was on hold over 40 minutes. Finally am told there is extra shipping charges because of weight. Had to wait for them to calculate. Said an additional $100+. When I asked why no one contacted me and told me about the problem, the response was website says may be additional shipping fees for heavy items. When I then said I understand that but I have contacted company more than 5 times and was never told the issue, they could not answer. Told them to cancel order so she transfers me to "manager" Shaun who again attempts to explain that it is heavy and will cost more to ship and I again said how would I know that if company never contacted me. I again tell them to cancel the order, he puts.me on hold again to verify whether the Rx was approved? Huh. Comes back again, talking over me saying website says may be extra shipping. I AGAIN said to cancel the order. Terrible customer service. If there is extra shipping, you should contact the customer idiots.

Ordering was convenient and home delivery was quick. The business offers re-order reminders, too, so I don't have to remember or run out of product.

Since I've used and have been quite happy with Entirely Pets selection, cost and customer service in the past, I thought I'd try their pharmacy website. BIG mistake!

According to their website:

"Please allow up to 3 days for new prescription verification and processing. If you have a prescription on file, your order can ship out the next business day.", and

"We generally ship orders within 24 hours after they are placed."

Ha! So not true in my case.

I ordered 2 pet Rxs on 1/22/17.

Since then, I've been trying to get status on this order for over 3 weeks. They finally charged my credit card on 2/8/17 and said that it had shipped (after several previous phone calls to them where they also told me it had shipped).

Three days later, I emailed them asking where my package was or what the tracking number was. I did not receive a reply.

After not receiving the package 5 days after it was "shipped" (I'm in a 1-day delivery zone for First-Class USPS, BTW, for this location), I called my credit card company to cancel. The credit card company then called Entirely Pets to try to cancel and they were told it had shipped and therefore I can't cancel for a full 14 days after they said it had shipped!

So, after being led to believe that a time-sensitive pair of prescriptions would be sent out within a few days, it'll be one full month next week before I can contest the charge. I was also directly told by Entirely Pets on the phone that the items had shipped, when in fact they had not.

I now have to go elsewhere for these products, as we're almost out (good thing I ordered over 3 weeks in advance) and likely will still have to again deal with the credit card company next week when I don't receive the Entirely Pets order after one full month.

One of the worst customer experiences I've ever had.

(I've attached today's online status for my items. Note that it says "Warehouse" for all of those items that are pending. This means either: their online status checker is wrong, or they lied to both me and the credit company).

Be careful - wrong item shipped & it arrived a week late. Even said they had to contact my vet for approval of a supplement - what a joke!

Ordered medication on 10/30/2022, received partial order on 11/5/2922 (never was informed that part of the medication was out of stock until I called, medication has to be administered all at once so waiting for entire order to start treatment of worms) was informed it would be in stock on the 8th. Called back on 10th because received no update. Was then told it wasn't available yet but would be back in stock around the 20th, asked for a refund so I could order from somewhere that could provide me with complete order. Was told they couldn't refund a prescription medication (however they had been unable to fill it, but never informed that partial was out of stock when ordered) Called again on 11/17 because my dog has been waiting on medication since 10/30. Asked if I could just get the next size up and only give half the dose. Said yes, but had to call vet back and explain the situation and ask to approve the larger dose so they would ship the medication. Finally received the order on 11/19 and the dose was the original order (?) so it was in stock all along? No apology, and had to ask for express ship and not to be charged shipping since I already paid for it once but was still charged shipping. Such a poor experience with no real reason, apology, or offer of compensation. ‍