I had been buying items for my pets from PetCareRx for several months, using PayPal to pay, with no issues. I placed this last order in the amount of $55.64 on Jan 30,2021. On Feb 1,2021, I received an email from them stating that the order had shipped. Then, on Feb 2,2021, I received an email stating that while trying to process the order for shipping, the method of payment on file has declined. I checked my PayPal account, and the payment shows as being completed on Feb 1,2021. I also checked my bank account, and the money has been removed from my account by PayPal, before they sent it to PetCareRx. I called PetCareRx, as instructed in the email, and spoke with a rep (I will be polite & not mention the name here). She claimed that the PayPal payment was declined and that they do not have payment. Even though I explained to her that it shows on my PayPal account as paid, she says that they cannot ship it without payment. I then cancelled the order, since they were not going to send it anyway, which she agreed to. I asked for a cancellation confirmation number, but she said it was not ready yet, it would be emailed. I never got that email & ended up having to look my order up on the website to see that it had really been cancelled. I also insisted that my money be refunded, but she said I'd have to check into that myself with PayPal.

Looks like I will end up having to file a dispute against PetCareRx with PayPal, and of course that takes time on their part.

I sent PetCareRx an email on Feb 7,2021, inquiring about my refund. I finally received a response 2 days later. This time the rep did confess that on Feb 2nd, my cancellation was approved by a supervisor & the refund was approved by accounting. This rep said I'd have to get my refund from PayPal myself. Why should I have to do that when PayPal does not have my money, because PetCareRx has it? Even PayPal says PetCareRx has my money!

A customer should NEVER have to do this much follow up to get a refund for items that PetCareRx refused to ship even though it WAS PAID IN FULL when placing the order! This whole situation is shameful & PetCareRx has lost this customer. I want my stolen money back in my account NOW. It is starting to look as if PetCareRx is using various tactics to hang onto money that belongs to someone else. If this goes on a little longer, next step is a claim with the Better Business Bureau.

After this happened, I have ordered the items for my pets from other companies, also using PayPal, with no problems at all.

Update as of March 2021: PayPal has determined that PetCareRx was in the wrong for keeping my money. PayPal took the money back from PetCareRx and put it back into my account. So, thanks to PayPal, I have my money now. I will NEVER purchase from PetCareRx again.

Long Story Short (because it's a long one).

I joined PetCare RX Membership August 2019. My cat and I had flown from Australia to live in America with my now husband. While it wasn't difficult to visit a vet and get prescriptions for her Chronic Renal Failure, I found the food was quite expensive; hence got the PetCare RX Membership after looking up reviews.

It (the system) works well enough, delivery is within 7 business days. Sometimes 2, sometimes longer, was hard to judge sometimes and had me rushing to the vets for a couple of cans if I fell short for a day or two. But at least the tracking was reliable.

I bought something (cat vitamins) one time, and was mistaken on what it was. I could've and had permission to send it back, OPEN AND ALL (because I did open it and had let them know) as long as I paid shipping. I wouldn't usually have a problem with that, but it was $5-$7 product, so not worth the hassle / shipping. I was surprised that they wanted me to send it back considering that's a waste of employee / warehouse resources (I have 10 years of experience in this kind of thing) and also the fact that it had been opened.

I noticed 3-5 months down the line, that her (renal) food was gradually increasing in price. Again at 7-9 month, and again 11-13 month. Whether it was the exchange rate, Covid (later on) or something shady happening in the background, it was still cheaper than the vets. I even contacted Hill's and Royal Canin to make sure and Petcare RX was still below the Recommended Retail. So, good for me... at the time.

This is where it gets messy.
To put this bluntly. While I was waiting on a shipment of food that was in transit, my poor cat (of 19 years mind you, and I'm 28) passed away; her body couldn't keep up with her spirit anymore. I notified PetCare RX ASAP via email about the shipment. I was pretty heartbroken, still am (almost a month later). Heard no response, the food delivered. I eventually called them after a 2nd email which no one responded to. Well. Because it's prescription food, they completely refuse to accept it back. I've never opened it, haven't even opened the packaging / the box it is in altogether. Still haven't as I'm not sure what to do with it honestly (24 cans of prescription food to be specific). I even asked them what they expected me to do with it; still haven't got a response to that question. They went ahead and cancelled my membership without my approval - only 3 months in from the renewal (of 2nd year). I was so shocked by the amount of disrespect and full of $#*! that they gave me, I've been completely beside myself.

It is one thing being safe. It's another being downright rude and completely uncaring for the customers. We are talking about an unopened box, cans wrapped in plastic packaging. If my cat was alive, then fair. I ordered it.
But she's gone. She left before it was even delivered. How am I supposed to use it?

Regarding the cancellation of my membership - I even told them, that I have other cats - they don't require prescription food which is why I never added them onto the membership (as that adds more to the membership cost), but happy to have one of their names on there. Nope. Never responded about that. Doesn't matter to me because it's not cheaper than Walmart anyway (maybe $1-$2, which I'm sure the membership makes up for that).

I even just tried to log in today out of curiosity to see if I have an account.
I don't even have an account anymore.

And last but not least as a final note, I ordered a lot of stuff from them. Prescription food, medication and normal cat food and kitty litter here and there (which FYI is not cheaper than Walmart). Over the 14-15 months I had about $40 worth of "points" to spend (which I did get to spend while I was waiting for the emails - thank goodness since they wouldn't have let me I'm sure). Don't get fooled by this. They will charge you shipping, they will charge you the full price of the product despite having the membership. You basically choose, to use your membership or the "point price" (which is normal price). It sounds like they are trying to do you a favor but, it's not. It is stupid, and they should just scratch it off.

I hate to say this cause it worked well for me when my cat was alive.
But if I get into a situation where I need prescription food for one of my other cats, I'll be supporting the vet - despite the premium price.

Very, very incompetent! Best to avoid.