Dutch VetReviews of dutch.com

Response from Dutch VetFeb 13, 2026

First and foremost, I want to say how truly sorry I am for the stress this situation has caused you and your kitty. We absolutely understand how serious urinary crystals and infections are, and how important it is that she receives both her prescribed food and medication without delay. Hearing that you felt ignored or unsupported is not the experience we ever want for you or your pet. I’d like to walk through exactly what happened so there is full transparency: You reached out to us on 2/9/2026 at 9:33am PST via SMS. Our team responded at 9:56am PST letting you know the drops were marked as delivered on our end and that we would immediately contact the pharmacy regarding the food. Within 24 hours, we followed up to let you know we were placing a replacement order for the prescription food. Our team followed up directly with the pharmacy and successfully initiated the replacement order on 2/10/2026. I can confirm the replacement order was delivered today, 2/12/2026. It also appears the original food shipment is still in transit, which means you may receive that as well. Regarding shipping: when rush shipping is selected at checkout, it applies to medications (such as the drops). Prescription food ships separately from a different pharmacy and unfortunately cannot be rush shipped due to pharmacy processing and carrier limitations. I completely understand how confusing and frustrating that can feel, especially when you’re expecting everything together. I also want to clarify that when you called in while actively texting with us, the SMS thread automatically closed because you were connected live with an agent. When you emailed, that agent reviewed your phone conversation and let you know they were awaiting the pharmacy update before reaching back out. There was no intention to ignore you, and I’m very sorry it felt that way. That said, your feelings are valid. When your cat is in pain and you’re trying to do everything right for her, any delay feels unacceptable. We never want you to feel that her care isn’t being treated urgently. We’re relieved the replacement has now been delivered, and we sincerely hope she’s able to start feeling better quickly. If there’s anything additional you need, whether that’s reviewing your order, discussing shipping options in the future, or any further support, I’m here and ready to help. Again, I’m very sorry for the distress this caused you and your kitty. We truly care about her wellbeing.

Response from Dutch VetFeb 10, 2026

We’re sorry to hear that your first experience didn’t meet your expectations, and we appreciate you sharing your feedback. There are certain concerns that do require in-person evaluation, and when a licensed veterinarian determines that additional diagnostics (such as imaging) are necessary, they will recommend an in-person visit first. This is done to ensure pets receive the safest and most appropriate care. Once an in-person exam or diagnostics are completed, our veterinarians can then assist with creating the right care plan and helping monitor ongoing needs when appropriate for telemedicine. We’d like to take a closer look at your experience and better understand what happened. Our team has reached out to request more information so we can locate your account, or you’re welcome to contact us directly at [email protected] so we can follow up. We understand how important it is to feel heard and confident in your pet’s care, and we appreciate the opportunity to review this further.

Response from Dutch VetFeb 10, 2026

We’re really sorry for the frustration you’ve experienced and appreciate you bringing this to our attention. After reviewing your information, we do see two active memberships under two different email addresses. When you initially contacted our team, troubleshooting steps were offered to help resolve the login issue; however, during that conversation, you chose not to continue troubleshooting and instead created a second account using a different email address, which resulted in duplicate charges. At this point, there appears to be a technical issue, and our team has reached back out to confirm which email and account you’d like us to keep active so we can troubleshoot further and ensure everything is resolved properly and the additional account refunded. We understand how frustrating login and billing issues can be, and we’re committed to getting this sorted as quickly as possible once we hear back from you. Thank you for your patience.

Response from Dutch VetFeb 9, 2026

We’re really sorry to hear about your experience and appreciate you sharing your feedback. To clarify for anyone reading: all of our veterinary appointments are 10 minutes long, which is clearly stated at booking and is standard for telehealth visits. During these appointments, our licensed veterinarians focus on specific concerns and provide guidance, treatment plans, or next steps as appropriate for telemedicine. We also want to clear up some confusion around appointment reminders and access. Customers receive: A confirmation email and text when the appointment is booked A reminder the day before the appointment A reminder email and text message on the day of the appointment Each message includes a Zoom link for the video visit, and the veterinarian sends a message in the portal ahead of time explaining what to expect. The initial confirmation email also asks customers to log in a few minutes early to ensure a successful connection. Regarding billing, we reviewed your account and refunded the no-show fee that was charged once you reached out to our team. We also see that your account is currently set to cancel at the end of this month. We understand that telemedicine isn’t the right fit for everyone, and we’re sorry it didn’t meet your expectations. Your feedback has been shared internally as we continue to improve communication and the overall experience for our customers.

Response from Dutch VetFeb 2, 2026

We’re sorry to hear about your experience and appreciate the opportunity to clarify how our ordering process works. To place an order, several steps must be completed, items in the cart are not automatically purchased. Orders require confirmation, including adding a shipping address, payment information, and final order approval before being placed. We do want to note that our customer service team did reach out multiple times via chat to assist you. When there was no response, the tickets were closed. That said, we understand how frustrating this situation feels and have escalated your case to our customer service team to assist with issuing a refund. While we’re unable to stop an order once it has been processed, our team can help resolve this afterward. We appreciate your feedback and regret that this experience did not meet your expectations.

Response from Dutch VetFeb 2, 2026

We’re sorry to hear about your frustration and appreciate the opportunity to clarify what occurred. You reached out late Saturday, 1/31/26, requesting to cancel your service and received an automated response with instructions on how and where to cancel your service on your account. When you replied expressing further concerns, your ticket was escalated to our customer service team, who assisted you in canceling the service and issued a full refund on 2/1/26. We also want to note that our membership provides unlimited veterinary advice for a full year and the convenience of at-home virtual appointments for a single fee. While we understand our service may not be the right fit for every situation, we’re glad our team was able to resolve this promptly.

Response from Dutch VetFeb 2, 2026

We’re very sorry to hear about your experience and appreciate you taking the time to share this detailed feedback. We want to clarify a few points and also offer to look further into your account. Our membership provides unlimited access to veterinary appointments and messaging throughout the year. Each virtual appointment is 10 minutes via Zoom, and while vets do their best to respond as quickly as possible, message replies can sometimes take a few hours as they are caring for many pets and set aside specific time to respond without interrupting scheduled appointments. We do offer price matching on medications, if you find a lower price elsewhere, you can submit a screenshot and our team can assist. We also provide the option to transfer prescriptions if preferred. Standard shipping is free and typically arrives in 4–7 days, and rush shipping is available for $20 on most items with delivery in 1–3 days. We understand how concerning delays can be, especially when pets are waiting for treatment, and we’d like the opportunity to review what happened with your prescription authorization. We have reached out here to gather more information, or you’re welcome to contact us directly at [email protected] and reference this review so our team can look into your account in detail. Your feedback is important to us, and we’re sorry this experience did not meet your expectations. We’d like to help however we can.

Response from Dutch VetFeb 2, 2026

We’re truly sorry to hear about your experience and understand how upsetting it is when a pet is unwell. To clarify, the order was placed on 1/25/2026 with our standard free shipping option, which has an estimated delivery window of 4–7 days, and it was delivered on 1/31/2026. We also offer rush shipping on most items, which typically arrives within 1–3 days. Antibiotics require a veterinary evaluation and cannot be automatically refilled without an assessment. Additionally, Dutch is designed to support non-emergency care and ongoing guidance, but it is not intended to replace urgent or emergency veterinary services. In situations requiring immediate treatment, we always recommend seeking in-person veterinary care. When you reached out to us, we canceled your membership and issued a full refund, even though the service had already been used. We appreciate your feedback and will continue to use it to help improve our service and communication.