We said goodbye to our 20 year old cat three days ago. I had just received an autoship from Heartland a couple of days prior. I called them to cancel the autoship and see about returning the package for a refund. They said they couldn't do that. Chewy, on the other hand, refunded all my recent purchases, didn't require that I return anything and even sent me flowers. Heartland is heartless.
Ordered two items on April 5,2020. Received confirmation of order the same day. Then nothing, no email or phone call, nothing.
On April 21,2020 I call to cancel the order and I am told by Amy that returns are not available for the item i ordered. Tried to explain this was not a return, as I NEVER received the item. I was then placed on hold, with no warning.
Another person comes on the phone, Mickie. I go through the explanation again and she tells me she has to run out to the vehicle, as it is being shipped that very moment. Right.
Finally, she says it JUST shipped and while she would issue a refund, they had to have the package back first. After a short discussion, she says she will refund me immediately, but I had to promise to return the package.
Today, April 24,2020 -- no refund, no package, no word from the company, nothing. The only thing that has happened, my $50.00 from my checking account is gone!
NEVER again. We own a small kennel, probably purchase $20,000 or more in supplies every year from various distributors. Not these people, ever!
HVS has the worst customer service. I ordered my dog's heart-worm medication from them since they had the cheapest price, but I will never order from them again. I was charged the wrong amount and it took over a month to get it refunded. I had to call them once a week to explain the story over and over to a different person each time. I also emailed the company a couple of times and got no response. Finally 5 weeks later, I received a full refund, which is what I felt was a good compensation for my frustration and time of their horrible customer service. A couple days later, I received a call from an employee from the finance department saying the refund was a mistake, and they still want to charge me the full amount, but will give a 15% for my next purchase. No thank you. I will not use HVS again and I already get 15% coupons in my email from them for just being a customer. HORRIBLE customer service. I am STILL dealing with this issue and can't get it rectified through HVS. Spend the extra money and use 1-800-Petmeds.
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Dear Charles,
We do apologize for any misunderstanding. We have issued that refund. The request for a refund was put in on 4/21/20 and the refund was done on 4/22/20. Once a refund it done on our end we send an email receipt to the customer and then it will be deposited to your account according to your bank policies. Sometimes this can take up to 7-10 business days. We can provide you with a copy of our return to you and the transaction id showing we sent it to your bank. Again, we do apologize, the refund has been done for you.