PetCareRx

I purchased Hill's Prescription Diet c/d Multicare Urinary Care Canned Cat Food - 5.5 oz, 24-pack, Ocean Fish Flavor and I received an email that said the package was delivered. However - there is no package here. My doorbell never rang. So I called your customer service department and was rudely spoken to by a supervisor named Ayesha. If it gets to the point where I have to send an email after speaking with someone on your customer care team, that's not a good sign. (A) I want a refund for the product because I have yet to receive it even though it says it was delivered -- no one can tell me where it was delivered so how can I ensure that it's somewhere safe? Who has the package? No one can tell me. That's unacceptable. (B) Ayesha needs to undergo some additional training because she did not handle the conversation properly. On top of that, she called me "Ma'am" and I am a "Sir" - that told me that she was not capable of handling a conversation without misgendering the customer on the line. She had an attitude as if this was not a conversation worth having. So now not only do I not have this specific food that my cat NEEDS, I am now enraged after being spoken to so rudely by someone who is a SUPERVISOR. I will not be using PetCareRX ever again. This was the worst experience to have being a first time customer. I will be calling back Monday & Tuesday & every day after that until I am fully reimbursed. I don't even want to deal with trying to locate this package. The tracking app can't tell me where the package is and neither can your customer service team. All they said was "you just have to wait til Monday" - unacceptable. Is my cat just supposed to starve til then? Not only do I want to be fully reimbursed, I want to speak to another supervisor or someone higher up in order to undo the emotional damage Ayesha has caused.

Absolutely horrible experience. Screen shot of my correspondence attached (due to 100 character limit)

I used PetCareRx to order 6 cases of cat food a few months ago. The process was great so I decided to place another order to give my business to the smaller fish in the pond. My experience with the second order was horrendous.

I placed 3 separate orders for 3 different flavors of food. They went through and charged my card and I received a confirmation. The next day, I received shipping confirmation for 1 of the 3 orders. I logged into my account to check on the other 2 and found that they were cancelled. I didn't cancel them and noone notified me of them being cancelled so I called customer service. I spent a very long time on the phone with her. First, I was told they were cancelled because it was considered bulk. Next, I was told they were cancelled because they didn't have stock (yet it was still available online). After what seemed like an hour of time on the phone, they agreed to allow me to have 3 cases each of the 2 flavors that weren't shipped. I provided payment and received a confirmation. Then, the next day, I received shipping notice and the order was changed to 2 cases each. Again without any notification.

It's hard to explain and make this review understandable but I will never order from them again. They have items in stock and basically refused to take my money and sell them to me. I like to buy 5-6 cases at a time when items are in stock because there is a cat food shortage and it is hard to find the flavors my cat likes available so when I do, I stock up. I should be able to buy what I want to pay for or they should really not sell online.

I feel the whole thing wasted my time on the phone and they have zero communication. It happened twice where they 1st cancelled and then modified an order with no notification.

I tried to support the little guy but at this point, I honestly hope the big guy puts them out of business. Not worth the aggravation.

I've been a very loyal customer of PCRX for 6 years, and purchase much of my prescription food and all of my medicines here.
Today I cancelled my account when, after four phone calls and almost an hour on the phone with them throughout the week (mostly due to them "forgetting" to return my calls as promised), a manager informed me that I'd gone into my account, and changed my auto ship address a few hours before the shipment was mailed. He said I'd redirected my order to my old address, which is 2,000 miles away from where we currently live…we have a tenant there now.
I attempted to explain over and over that my account had been hacked. I asked them to show evidence of the IP address used to make the changes—they claimed (verbatim) "we know it was you who made the changes." Would not provide proof. Would not refund the cost of the prescription food. Would not send me a return shipping label.
My favorite part was when a "supervisor" named Jessica said, "Oh, well if someone lives there, just have them mail it back to you, it's not a big deal." Apparently she doesn't know how much it costs to mail a 10 pound box when you don't have a national account with USPS. And apparently it's totally fine for me to *harrass* and bother my tenant with this idiocy.
I informed Jessica that the attitude I was encountering, and the insistence that I was lying, was extremely upsetting and if she wasn't going to do anything to help, I'd be cancelling my account. It's probably obvious at this point that she just kept repeating herself and so I went in and removed all forms of payment from my account, removed the shipping address, removed all auto shipments, removed all pet profiles, and will now be using my vet's online service.
To clarify, all of this was over a $45 order. They lost a very loyal customer who spends thousands every year (I have four dogs) because it was more important to them to…I don't know, be stubborn? Try to shame me? Whatever. It didn't work. And now I'm done with them.

Spent over $3000.00 accumulated $119.00 is points. Tried to use them was more money than not. Points are not real.

Great customer service from Pamela in a time when even decent customer service is hard to come by. Much appreciated!

Had an issue when we ordered food, but hadn't properly signed up for membership which saves us on the price. Out of the blue, we got a call from Jennifer from pet care rx to let us know. She answered all the questions we had and got back to us promptly every time! She was a real pleasure to deal with, we are extremely satisfied with the level of service we got!