Candace E.

So thankful to have found your site & available products to help my cat fight anemia & infection.

I placed my order for 1 tablet of Mirtazapine on Tuesday with delivery of 3-5 days. My vet approved 1 tablet on Wednesday. Someone at Allivet then chose to put my order on "hold" to "confirm the quantity."

Instead of placing a phone call to me directly, an email was sent. I didn't see the email until Friday at which point I called at 3:12 pm CST.

I was told my order would not be delivered until the following Tuesday, eventhough they were going to "overnight it to me" to "resolve my issue." I asked why it couldn't be sent today and received on Saturday. I was told "the pharmacists have already gone home." (At 4:30 pm? EST) so no one was available to package and mail my 1 tablet.

I asked to speak to a supervisor. I was told he was on another line. I waited on the call for almost 30 minutes. Finally, the representative said the supervisor was trying to get FedEx to pick up my order today, but that he was waiting for "confirmation."

I asked if he could call me back rather than having me wait on hold. The call ran almost 45 minutes at that point. About 10 minutes later, the representative called to tell me FedEx could NOT pick up today, there was no one at the pharmacy to meet the FedEx driver on Saturday and that FedEx doesn't deliver on Sunday.

He apologized and said my order would arrive on Tuesday. I asked him, "What happened to Monday?" He said that someone will be in the pharmacy to SHIP it on Monday.

Grrrr. I am not aware of any pharmacist who clocks out at 4:30 pm. Can a technician not package the pill? The pharmacy is closed all weekend? Why didn't the supervisor come on the line or at least make the final call to tell me that, after a 45 minute phone call, we were back to where we started? Allivet delayed my order (eventhough my order and the vet's order matched) for 5 days (Wed, Thurs & Fri + a weekend) without a phone call. I was told the prior customer had the same issue except her prescription was for insulin. (Life or death medication)

This experience with Allivet was terrible. The person who "held" my order should be addressed and encouraged to make a phone call to the customer immediately, if he/she has questions. The supervisor should be addressed and encouraged to get on the phone when a customer requests to speak with him/her. The pharmacists should be encouraged to work past 4:30 pm, like all of the other pharmacists in America. And, perhaps they should pay someone to be available on Saturday to meet the FedEx guy or run the package to a local store or put it in a FedEx receptacle on Friday afternoon. As far as I know, FedEx has a 6 pm pick up and one at 10:00 am Saturdays.

I am extremely unhappy. Bottom line, my cat has stopped eating and could die before I get this pill 4 more days from now. I am disabled or I would drive to the vet and get a pill from their office. Absolutely ridiculous. Very POOR CUSTOMER CARE.