starr C.
My credit credit card was charged 237.10 for…
My credit card was charged $237.10 for an ordered and then cancelled. I was on hold for 1 hour and 54 minutes. I had to listen to the recorded message for that whole time. I mailed the prescriptions June 19th and today I was on hold for the above mentioned time frame. My dog is running out of meds. The last message I got was my order was cancelled and you were out of the medication And it would ship late next week. Not in time for my dog! I was eventually connected to a lady named Laura, she found the RX’s and has agreed to expedited shipping so my dog does not run out. Thankfully! I could have been grumpy with her but I was not. I thanked her for her help. For context I’m in the hospital in Nebraska and my dog is boarding in Washington State. And I have a vet that does not want me to buy the dog meds from anyone other than herself. I am stressed to the max and have to deal with the incompetence of a company that does not have enough staff to handle calls promptly. MY DOG IS A SERVICE DOG.
Response from PetMedsJul 10, 2025
Hello Starr, Thank you for taking the time to share your feedback with us, especially while navigating a difficult situation and managing your dog’s care from a distance. We're so sorry for the stress and frustration you’ve gone through. Due to recent changes in our hours of operation, our team has been handling a higher volume than usual. It is not our intention to delay your pet's critical medications nor the level of service we aim to provide. Our team is working hard to ensure all customers are taken care of and we completely understand how upsetting this experience must have been. As a licensed pharmacy, we are required to receive electronic prescriptions directly from the veterinarian due to pharmacy regulations. If a veterinarian does not work with online pharmacies, or if they provide you with a physical prescription, the only way we can accept it from the customer is by mail. We did receive the prescriptions you mailed on July 7 and 9, and shipped both orders the same day. We deeply regret that you did not have a smoother experience from the start. We’d love the opportunity to make this right. A member of our team will be reaching out to follow up and make sure your concerns are fully addressed. Sincerely, The PetMeds Team