Cassandra C.

On January 19th, I ordered my dog's medicine as I have every month for the past year. Prior to this, I had not had any issues with this company, but nothing up to that point had really gone wrong.

In this instance, the medicine was lost in the mail, and we did not notice until we went to give her medicine in the morning and we were out. This was on February 1st. This was not the company's fault, and I recognize this.

I emailed them the morning this happened and immediately spent $85 for a two week supply of medicine for my dog from our vet clinic. (So expensive!) After a full day, I received no response from this company. I called the following day and left a message.

They called me back around dinner time (believe there were timezone differences at play), and immediately tried to start explaining to me why I hadn't received the medicine yet, completely dismissive. I stopped them, and pointed out the shipping information--it was supposed to be delivered a week ago, and it was stuck in Hawaii somewhere. Only when I pointed this out did they concede and offer to reship it to me via 3-day priority mail. That was on February 2nd.

As of February 8th, I had no shipping information and no medicine. I called again, and got a receptionist. She took down my information and said they would call back. Guess what--no call back. But I guess my call prompted them to remember what they committed to do in the first place, and I got a shipping confirmation email that evening.

On February 10th, I checked the shipping information and the package had not been shipped, the label was created but that was it. At this point, my dog was running out of medicine and we had to buy another $85 for a two week supply, after already doing that once before AND spending $70 on medicine with this company that we never even received.

We did not receive the medicine until February 14th, which is completely ridiculous. I cannot believe that a company that claims to have a commitment to animals would so horribly disregard and neglect the health and well-being of my own. If they would have just shipped it when they said it would, we would have had it full week earlier than we received it, I would have never had to leave a negative review. Them avoiding contact all the while added insult to injury. They didn't care and they didn't want to make it right. Thank god I am persistent, or who knows if I would have ever got the medicine OR my money back.

I was just trying to get what I paid for, and they treated me like a hassle. I was firm with every person I spoke to but never rude, never disrespectful, never raised my voice. This is the standard of politeness, I do not need recognition for the way I conducted myself but nevertheless, there was no excuse for them avoiding the problem like they have.

If there's a lesson here, it's this--do not entrust the care of your animals to anyone you do not know and do not trust. Don't be cheap, it's worth it to spend the extra couple dollars and have the assurance that someone cares about your pet's care.

Needless to say, I will never order through this company ever again.