Well.ca

Dont ever EVER order from this website again, trust me on this one.
I ordered once, paid for it and everything, and they send me an email saying they need a picture of my ID and debit card (which is very odd), so i send that in and they reply saying I need to call them, I call them, and they tell me I need to pay again cuz my "order didnt go through" (which was a lie) so i ended up paying for my items TWICE. Got ripped off about $60, and i kept calling them and emailing them to give me back my money, and they say that it would take 5 business days... FORTY DAYS LATER I finally get a refund AFTER calling well.ca, my bank and everything. It was such a hassle and I will never order from this website again.

Since Petsmart purchased Chewy the service has declined. They now use Ontrak for delivery in our area (LA) not Fedex. Ontrack is horrible. I live in a semi-rural area and Ontrak has repeatedly mis-delivered my packages to who knows were. I have had to report mis-deliveries and have the items reshipped several times. Ontrack delivers down the road and throws my packages in the dirt by the side of the road rather than driving up the hill to my home (we live on 23 acres). I have reported them to Chewy 4 different times and each time been told they will only use Fedex. However, today 12/16 my husband "caught" the driver trying to leave the package of Rx meds at the gate (wide open) and house within sight by 40 feet. Driver was too lazy to drive up to the house to leave it on the porch. I called Chewy, reported it again and told them I will no longer use them for my RX med deliveries. IF I see any food or other merchandise deliveries not delivered by FEDEX I will discontinue all use of them and purchase elsewhere or at my local store. It's sad that Petsmart are ruining a wonderful company. 3

I had a bad experience with Well.ca when the package arrived at my house and I refused to receive it. And at that moment the driver returned the package, Shipper confirmed the acknowledgment. But after 12 November 2021 the status of the parcel has not changed as the parcel is rejected by the recipient and the shipper is being returned. Tforcelogistics They asked for several days to check and got a reply that the parcel could not be found and emailed me apologizing with instructions for me to contact well.ca for a refund or replacement, but I chose to request a refund. From well.ca, but the shipper kept silent and tried to get me to the police station to file a complaint. (I refused to go to the police station because it was not my duty. And the transport company never advised me to go to the police station. Because it's the shipping company's liability and Shipper will have to refund the money back to me) but I'm wondering why Shipper is stubborn about not refunding!? And I never received any email from shipper again. I'm disappointed that when this happened and this problem it's my big problem and it's corruption. The shipper refused to process a refund for me! well.ca is cheating over $400 of my money.
Order #1CY*******.
Order Date: 11/05/2021.
I have a primary from a shipping company. I have attached the file so that well.ca will have a good conscience and refund my money back.

- processing took a few days for two items, definitely slower in comparison to other brands, even ones located further away

- courier service like TForce serves within the Toronto area. WORSE COURIER TO EVER DEAL WITH. Imagine being home and receiving an email saying they had missed you and would try again. Then you would have to call their agents, confirm your address, and the details all over again. Do this THREE TIMES and tell me how you feel.

- Well.ca representative can't do much, but at this point, I just want a refund for a product that will continue to go back and forth with the courier. However, they went on to offer a selection between their other courier services sub ad Canada Post and Purolator.

- Bottom line: NO, I would not repurchase or recommend using their e-commerce platform. Go and find an alternative place to purchase your products. It's not the customer service that is the main problem— its their courier they've partnered with which strongly diminishes their brand equity and demolished consumer confidence.

I'll start with CONS cause that's more interesting:

~~CONS~~

- waaay OVERPRICED compared to health stores. Their prices are only competitive compared to big corporations like Shoppers Drug Mart, Rexall, etc. that don't specialize in natural products. Otherwise, I've found most of what I'd need from WELL.CA carried at my local health store for anywhere from $5-$10 cheaper. That's a lot!

(Their prices have gone up a lot in the last couple of years since they've gotten bigger.)

- does not give you full ingredients list -- come on, even Sephora.com gives you ingredients list. This means you have no way of telling whether a product that is marketed as 'Natural' because it does contain SOME natural ingredients also contains toxic carcinogens, i. E. parabens, propylene glycol, etc.

~~PROS~~
- excellent communication, very fast replies and great about cancelling orders and returns
- fast shipping (for Canada at least)
- free shipping over $25, which is easy to hit considering the pricing
- good selection -- at least several brands of everything so you get some choice

Still, a good and reliable place to shop if you don't mind spending a lil bit more for the convenience and you already know what you're looking for!

After years of being a loyal customer, they refused to refund my money for two cans of dented apple pie filling unless I sent them back, even though I emailed a picture of the damaged cans. These weren't tiny dents, these were dents big enough for one of my fingers to fit in. Health Canada food safety states that if a finger fits in the dent, the product is not safe to consume, nor is it safe to consume if the dent is small but by the seam of the can.

Instead of apologizing and refunding my money, they wanted me, a disabled senior, to go stand in line at the post office, during a pandemic, to mail them back two cans that, if they practice proper food safety, they'd have to throw out when they received them... unless they plan to re-sell this possible food poison in a can to another customer?

They were adamant that they can't issue a refund, despite receiving a photo of the damaged products, unless I returned the item... even in a pandemic, even though I'm a disable senior at high risk.

Call me stubborn but I'm not going to risk my health over two cans of apples!

So, because they won't let you delete your own account on their website, I asked them to delete it for me because I will not longer be buying anything from them... which they did... and so over two damaged unsafe to eat cans of apples they lost a loyal customer of many years.

If I wanted to risk food poisoning by eating food from dented cans that Health Canada says is not safe to consume, I certainly wouldn't be paying the top dollar Well.ca charges, I'd go to the discount bin at a discount food store. But I wouldn't eat food from cans this dented even if they were given to me for free.

The customer service is absolutely amazing! On top of that, so are the prices. Would definitely recommend. (Shipping is also super quick)

I have been ordering from Well.ca for YEARS and while they are expensive, they do offer free shipping for $35 orders which is very reasonable. And the couple of times there was a problem with my order the customer service was extremely professional and either immediately shipped a replacement or refunded my money. It was AMAZING! But lately I don't know what changed because now orders take FOREVER to ship - usually more than their stated 1 - 3 business days and products arrive damaged, missing, cans badly dented, etc. And they switched from Canada Post to FedEx which is a nightmare because FedEX (and UPS) have a habit of NOT delivering a package but putting on their website that a delivery attempt was made but nobody was home, when that's a lie. Google this and you'll see that this has been a problem for many people for YEARS. When they shipped with CanadaPost, my order arrived quickly, right to my door, no fake delivery attempts, and in excellent condition whereas the courier delivery person often slams the box down on the ground ignoring big "FRAGILE" stickers.

Anyway, I will no longer be giving my business to Well.ca because they're too slow now and shipping via a courier that lies about attempted delivery defeats the purpose of ordering products online to be delivered to my home. If I have to go pick it up at some drop-off location because the courier was too lazy to do his or her job, I might as well go to a store myself in the first place. If I order something online I want it delivered to my door FAST. By fast, it should arrive within 3 days. Instead, you're lucky if Well.ca even ships the order in 3 days. Often it takes longer.

They would not issue a refund. Not even eligible to return the item for a refund. Will shop at a chain store in the future