James K.

Placed an order for prescription medication for my dog who just had 2 tumors in her neck removed that ended up being CANCEROUS as well as a tumor in her anal cavity that ended up being benign. She is 15 years old and is in a lot of pain after the very MAJOR SURGERY that was performed on her. To ease this pain she takes 2 pain medications as well as this NSAID. One of the medications started running low and therefore an expedited shipment was placed through this company. MISTAKE #1.

Order Placed: Order Date: 02/12/2018 2:49:14PM EST - Expedited Shipment 2-4 Business Days (6 Pills Left in Medication)

VET sends prescription to company: 2/13/2018 10:00AM EST (5 pills left)

Customer call to California Pet Pharmacy (CPP): 2/13/2018 1:00PM EST - Receive confirmation of prescription receipt and confirm that medication will be sent out that day. (4 pills left)

Receive a confusing and vague email from CPP: 2/14/2018 12:41PM EST (3 pills left)

"Your order is currently pending with our pharmacy. Please reply to this e-mail or contact us directly to inform us the status of your order. Your attention to this matter would be greatly appreciated."

Thank you.

Kind Regards,
Jessica
Customer Service Rep.
California Pet Pharmacy

Call CPP: 2/14/2018 1:00PM EST - CPP wants to confirm whether it is ok to send prescriptions that will expire in 2 months (90ct order placed taken 1 time daily = 3 months). Then proceeded to say that that they sent me an email regarding this (I am guessing that very vague and confusing email sent before). It has now been about 48 hours since I placed the order and instead of expecting a shipment sent on 2/13/2018 as promised they now say that the shipment will be delayed another 24-48 hours because of this "expiration date" issue and will be sent either 2/14/2018 or 2/15/2018.

Upon further questioning, apparently all of the prescriptions that they have for this particular prescription expire at the end of April. THEN WHY ARE YOU STILL SELLING 90 CT PRESCRIPTIONS ON YOUR WEBSITE? WHY DO NONE OF YOUR CUSTOMER SERVICE REPRESENTATIVES KNOW ABOUT THIS? WHEN DID YOU FIND OUT ABOUT THIS ISSUE? IS YOUR COMPANY SO DISJOINTED AND POORLY RUN THAT YOU REALLY DIDNT KNOW THAT YOUR ENTIRE PRESCRIPTION STOCK WAS EXPIRING IN 2 MONTHS? WHAT KIND OF HALF-$#*! OPERATION ARE YOU RUNNING? DO YOU NOT UNDERSTAND THAT ENTIRE LIVES ARE DEPENDENT UPON THESE MEDICATIONS?

So in the end they committed 2 mistakes:

1. SELLING 90CT PRESCRIPTIONS of a medication that expires in 60 days. Not sure how they dont have the proper internal controls to realize that this is the case. When did they find out? Did they know this beforehand? Which leads to the second issue.

2. During the phone call on 2/13/2018 the representative should not have made a representation and promise that the items were going to be shipped that day. Further, I have a hard time comprehending how the company and the departments are so disjointed that this service representative did not have the relevant information to notify me during this 2/13/2018 conversation that there was a expiration date issue with the medication. It took another 24 hours for that information to be relayed back to me. Should a company that is dealing with prescription medication be more aware of when products expire? Especially when dealing with items that are going to be ingested? That have potential health liability implications? That can cause serious harm both physically and mentally to not only the animal taking it but the owner?

Because of these 2 absurd mistakes that were committed on the part of the company, I asked for nothing else. Simply, that the product be expedited further to overnight since now I am going to potentially receive the item on Monday (if the even adhere to their promise which is a joke at this point). That is 2 days after I currently will run out of my medication for my dog.

To this they said "Sorry to hear about your issue, but there is nothing we can do because we legally have 72 hours to fulfill an order and we have another 24 hours to send your items out. If anything if we send your items out today then we are sending it well before the 72 hour deadline and are actually ahead of schedule."

To this I have 4 responses.

1. I would not have placed an order with your company if I had known that the prescription medication would expire in 2 months. However, for some reason your company doesnt have the proper internal controls to update their website and their customer service representatives to let them know that 90CT prescriptions cannot be fulfilled at this time due to expiration date issues.

2. Your representative promised that the items would be shipped 2/13/2018. You have to adhere to that promise.

3. To tell a customer to pay the same price for shipping as the cost of medication to get it in time so that I dont run out before the item arrives is sickening. Your motto "a healthy dog is a happy dog" needs to be removed from all of your correspondences.

4. As a company that is built upon the reputation of selling prescription drugs to make "healthy" and "happy" dogs you sure do not care about the wellness of dogs when it actually comes down to it. All of your representations that you make on your website are completely false. You dont give a sh*t about dogs, pets, families, owners, people, etc. The list goes on. At the end of the day, you stand behind your bullsh*t terms and conditions when it comes time to own up to your mistakes and stand behind your bullsh*t curtain of "legally we arent responsible and have no obligation to do X, Y, and Z." SHAME ON YOU!

STAY AWAY FROM THIS COMPANY! HALF-$#*! COMPANY THAT DOESNT CARE ABOUT YOUR PET AND ONLY CARES ABOUT MAKING MONEY. PAY THE EXTRA FEW BUCKS AND GO TO A MORE REPUTABLE AND RESPECTABLE COMPANY THAN THIS PIECE OF SH*T COMPANY.

I have purchased items from Zoro.com in the past and their prices are great for many of their items. However, it seems as though they sacrifice customer service for their low prices. If it is the customer service representative that was the only issue it may be a problem that the company can fix immediately but management at that company is equally if not worse than the customer service representatives. Which begs the question, how far and deep is this issue within this company? Will I ever be able to get any sort of help in a manner that seems common amongst industry standards?

I. Factual Background and Issue

On January 20,2016 I purchased an item from zoro.com as typically done in the past. The purchasing process is not as user friendly as I would have liked but that is not the issue here.

I received a confirmation email on January 21,2016 that stated that the order has been fulfilled and shipped. I click on the tracking link and I find that a label has been created for shipment.

February 3,2016 I still have not received the item 13 days after they create the shipping label and the following phone call to customer service ensued:

James: Hello, I purchased an item that was ordered on January 20th and fulfilled on January 21st but on the tracking page it claims that only a label has been created and it has not shipped. Could you please look into this matter?

Customer Service Representative: Sure, can I have your order number so I can look into the order?

James: Sure, the order number is SOxxxxxx.

Customer Service Rep: It seems as though the label was created but some issue occurred in the warehouse where either the item was lost or shipment just never occured. We can either send you a replacement or issue you a refund in the total amount of the order.

James: I would like to have a replacement sent out. This item was supposed to be used as an installation for a retirement housing building recreational area for the winter, is there any way you can send this through expedited shipping?

Customer Service Rep: I am sorry this item does not qualify for expedited shipping because of HAZMAT regulations. It will be shipped through regular shipping that will take 3-5 business days and you should receive it on or before 2/10/2016.

James: Ok, I understand. Then can you at least provide me with a discount or credit towards a future purchase for not only prolonging the project, but I am also going to purchase additional items from your website so it will be easy for you to apply the credit/discount over the phone when you create the order.

Customer Service Representative: I would need to talk to my supervisor about this issue, but usually we dont give discounts and we just send out replacements or issue refunds.

(So the customer's potential losses and loss of business credibility does not matter to this company for a blatant mistake that they admitted to)

Customer Service Rep: (comes back on the phone) I talked to my manager and he said that we are unable to provide a discount or credit at this time.

James: So as a customer we are not going to get compensated for the loss of money and credibility due to your company's mistake? May I please talk to the manager so I can explain the situation and rectify it in a manner that is FAIR to both parties?

Customer Service Rep: I am sorry the manager is unable to provide any discounts or credits at this time.

James: I understand you talked to them once, but I feel as though the manager does not know the specificity of the situation.

Customer Service Rep: I am sorry the manager is unavailable at this time. Is there anything else I can help you with?

James: Yes I am very unsatisfied with this situation and I want to be able to talk to someone in management that can fix this issue.

Customer Service Rep: Sorry there are no other managers available at this time.

James: Ok, please tell your manager that this is not the proper way to treat your customers and I am very upset with the way this turned out.

So the company does not value customers at all and their managers hide behind their customer service representatives so that they can refuse to do anything for their mistakes and not have to own up to the customer.

The poor people in the retirement home who are going to suffer for another week or longer because of their mistake are suffering the most. I wonder if this manager's parents or grandparents were in that retirement home they would have treated this situation the same or differently. Perhaps if I even had a chance to talk to the manager this may have turned out differently.

Please avoid this company at all costs. I wonder what this company's business values are and what their moral values are to do and say what they did.

HERE IS A COPY OF MY CHAT WITH THEIR REPRESENTATIVE. THE REASON WHY THEIR PRICE-MATCH GUARANTEE IS A SCAM TO MAKE YOU BUY THEIR PRODUCTS AT HIGH PRICES!

ADVERTISEMENT TAKEN FROM THEIR WEBSITE
"We're so committed to providing you the best customer experience; you will never pay more with CARiD! So, you love CARiD, but you found a product on another site for less. Don't panic. We'll match prices listed from any competitor's website or other reputable source. There's no rush either; if you find your product listed for less within one year of purchase, we'll refund the difference."

TRANSCRIPT (K&N COLD AIR INTAKE $299.98 ON CARid)

James: I saw that you guys do a low price guarantee
James: How does that work?
Jacob G*: We guarantee that our price is the best
James: http://www.autopartssalon.com/product_info.php?products_id=*******
Jacob G*: If you will find better price we will make price mach for you
James: this place is selling the same product for $222.98 + Free Shipping
Jacob G*: Please give me 1 minute to check it for you!
Jacob G*: Thank you very much for your patience!
Jacob G*: James unfortunately we can not make the same price for you
Jacob G*: So you can order it from that Web Site
James: You have a price match guarantee how is it possible that you cannot match that price?
Jacob G*: This price is very low, so we can not match the price with that Web Site

How easy it was for this representative to say WE CANNOT MATCH THIS PRICE SO JUST BUY IT FROM THEM IF THEY ARE CHEAPER. WE DONT CARE ABOUT YOU. WE JUST ADVERTISE THAT WE HAVE A PRICE MATCH BUT WE REALLY DONT HONOR IT.

Had I bought this product and filed for a price-match refund I would have been denied and would have ended up paying $75 more for the same exact product.

THIS WEBSITE / COMPANY IS A SCAM AND THEY TRY TO TRICK YOU INTO BUYING PRODUCTS AT HIGH PRICES ON THEIR WEBSITE. STOP NOW BEFORE YOU FALL VICTIM!

* information redacted by admin