PetMedsReviews of 1800petmeds.com

Response from PetMedsJan 20, 2026

Hello Tor, We are sorry that this has happened We did leave a response on your Google Review to this issue. We would try to look further into this issue but there is no contact information attached to this review. Our response was as follows: Hello Tor, We are sorry to hear that this happened. Most food we sell is sent directly from our warehouse in Delray Beach Florida but there are some brands that come directly from the vendor and Purina Pro Plan is one of these brands. When an order is placed we send the order request to the vendor to fill and ship. We are not aware an item is out of stock or backordered until we are contacted by the vendor. When this happens we send an email to notify the customer of the delay. We offer either a refund or we offer to notify the customer when it is available again. We would like to discuss this further but there is no contact information available on this review platform. Please contact us at 1-800-738-6337 so we can see where we dropped the ball and resolve this in a timely manner. Regards, The PetMeds Team

Response from PetMedsDec 19, 2025

Hello Daniel, We are sorry to hear this happened and we do understand your frustration. We apologize for the extended wait times. We are currently experiencing a higher-than-usual email volume due the increased demand for our services. Please be assured that we are working diligently to respond to everyone as quickly as possible. Because Email volume right now is above normal, we would of recommended calling us at 1-800-738-6337 during regular business hours and a team member would have been happy to assist. We do show an order for the insulin was placed on 12/10/25 but the vet did not approve the request until 12/15/25 and we shipped the insulin the same day. We show that the order is lost with the post office, which have been having delays due to winter weather throughout the country. As of today, that package is still traveling. We are sending a replacement order out at no charge. Because we do not ship overnights on Friday, Saturday or Sunday, the order will ship on Monday 12/22 for Tuesday delivery. Warmest regards, The PetMeds Team

Response from PetMedsDec 12, 2025

Hello Jelena, we are sorry this happened and we do understand your frustration. We are currently experiencing a higher-than-usual email volume due the increased demand for our services. Please be assured that we are working diligently to respond to everyone as quickly as possible. Because Email volume right now is above normal, we recommend calling us at 1-800-738-6337 or utilizing our text/chat service during regular business hours and a team member would be happy to assist. Warmest regards, PetMeds

Response from PetMedsDec 12, 2025

Hello, We are sorry this happened and we do understand your frustration. We show an order placed on 11/19/25 for your pets compounded medication. Your vet does not work with PetMeds directly so the prescription had to be mailed in. Once our pharmacy receives the mailed in prescription, the order is sent to our compound pharmacy to be filled. This medication takes 3 days to make it and then it is shipped. We did not receive your mailed in prescription until 12/2/25 so this is what caused the delay but the order was canceled on 12/8/25. Every order that is placed requires a pending hold for the total of the order so when the order is ready it can just ship out. We do not pull the funds until the order ships. Once the order ships, the pending charge goes away. If the order is canceled before it is processed, the held funds will reverse and fall off within 48-72 hours up to 10 business days depending on your financial institution. In this case, the order did not ship so nothing was charged. It is up to the financial institution to put the funds back into the account. We advise waiting another day or so and if the funds have not been returned to the account, we would be happy to look further into this for you. Warmest Regards, The PetMeds Team

Response from PetMedsDec 8, 2025

Hello, we are so sorry to hear that this happened and we understand your frustration. We apologize for the extended wait times. We are currently experiencing higher-than-usual call volume at this time due to the holidays and we are busiest at the beginning of the month. Our chat, call back and email options are also experiencing longer than usual response time due to the increased demand for our services. Please be assured that we are working diligently to respond to everyone as quickly as possible. When an order is placed online, an order confirmation is automatically sent to your email address and the system will automatically reach out to your vet within 30 minutes. We show that this order you are referring to was placed on 12/4/25 and we reached out to your vet on the same day, 12/4/25 via email (this is the vets office preferred form of contact). Our pharmacy also sent another email on 12/5/25 but we still have not received a response. We try at least 3 times to reach a vet for approval before we would send an email to you letting you know that the vet is not responding and suggest you reach out to the vet to see if there is any issues with them. We are not open on Sundays so there was no request sent out but we did reach out again today, still no response. Vetco Total Care is considered a pet store chain and it may take longer for an approval to be received than it would for a private veterinary hospital or clinic. Once we receive the approval, we will process the order and you will receive a shipping confirmation along with the tracking number. We will have a team member reach out to you to discuss this matter further. Warmest regards, The PetMeds Team

Response from PetMedsNov 4, 2025

Dear Ragan, we’re sincerely disappointed to hear you received unsatisfactory service. We pride ourselves on excellent customer experiences, and we clearly missed the mark. Please accept our sincerest apologies. We're addressing this internally with our team. To discuss this further and find a resolution, please contact us at 800-738-6337. We value your feedback and want to make it right. Sincerely, The PetMeds Team

Response from PetMedsNov 4, 2025

We apologize for the extended wait times. We are currently experiencing higher-than-usual hold times due the increased demand for our services. Please be assured that we are working diligently to respond to everyone as quickly as possible. We have disabled our live chat option for the time being but we do have our AI Assistant, Emma that can answer most basic questions for you. Mondays and the first of the month are usually our busiest times. It may be best to contact us later in the day. Please contact us at 1-800-738-6337 with any additional questions.

Response from PetMedsOct 31, 2025

Hello Robert, We are sorry this happened. We are sincerely disappointed to hear that you received unsatisfactory service. We apologize for the extended wait times. We are currently experiencing a higher-than-usual call volume due the increased demand for our services. Please be assured that we are working diligently to respond to everyone as quickly as possible. When an order is canceled before processing , the pending charge will reverse and fall off within 48-72 hours depending on your financial institution. Nothing is charged if nothing ships. We do show that your vet does not work with third party pharmacies, therefore, a written RX was to be mailed in. This decision is made by the vet and not PetMeds. We do show that the recent order has been canceled. The PetMeds Team