m b.

I've ordered meds for my dogs from Pet360 in the past, and have had pretty good luck. Decent prices, speedy delivery. However, my most recent order was a disaster. I needed pain meds for my dog, who was about to have spinal surgery. I ordered the meds on 6/30, and received a message that they'd been shipped on 7/1. Great. 10 days later, the meds still hadn't arrived, and the Fedex tracking number showed only a shipping label had been generated, but that's all. I contacted customer service by e-mail on 7/11, and was told that the order was "still sitting in pending action", and was offered a reship or a refund. I needed the meds, so I asked for a reship asap. I received no confirmation or any other e-mail regarding the order. On 7/12, I had a voicemail regarding the order, which said they couldn't tell me what was going on with the order in a voicemail - I had to call them back (?). I called back, and of course got THEIR voicemail. I left a message saying who I was, why I was calling, and please call me back regarding the Pet360 order. I never heard back from anyone. Several days later, the meds showed up in the mail. This is ridiculous. Absolutely terrible customer service and communication. I trusted Pet360 with my dog's health, and they let me down. Never again. And now that they're PetSmart Pharmacy, never them either. I'll pay a few more bucks for a reliable company.