Dutch VetReviews of dutch.com

Response from Dutch VetJan 5, 2026

We’re truly sorry for the frustration and worry this experience caused. When a pet isn’t feeling well, it can be incredibly stressful, and we understand how upsetting delays can feel in those moments. For clarity, our service is not intended for emergency care. Pets with urgent or rapidly worsening symptoms that require immediate medication should be seen by an in-person veterinarian or emergency clinic. We offer standard shipping (4–7 days) and rush shipping (1–3 days). Prescription transfers are typically quoted at 2–3 days, though they can sometimes be completed the same day depending on queue volume. You contacted us on January 1, 2025, which was a holiday, and our team assisted you as quickly as possible in the order your request was received. Although you did meet with a veterinarian and were provided a prescription, your order was ultimately cancelled and fully refunded. We never want a pet to go without care, and for urgent needs we always recommend seeking immediate, in-person treatment. We appreciate the opportunity to clarify how our service works and wish you and your pet comfort and good health.

Response from Dutch VetDec 29, 2025

We’re sorry to hear about your experience and understand how frustrating this situation felt, especially while traveling. We’d like to clarify what occurred and provide helpful context. On 12/23, you contacted us to request an address change to another state. A member of our leadership team reached out the same day to explain the required process and next steps. While we didn’t receive an immediate response, our team continued attempting to reach you via calls, messages, chats, and emails. We did hear back from you on 12/26, at which time you let us know you were traveling and wanted your current prescription addressed in Texas. Due to state regulations, prescriptions cannot be transferred between states. To update care to a new state, prescriptions in the current state must first be suspended before the state change can be completed. We see that you were able to connect with a member of our leadership team, and they successfully adjusted your care to Texas. Please note that when you travel to Florida or return home, the same process will need to be followed to update your state of care. We’re truly sorry if any of our communication felt unfriendly or unhelpful. That’s not the experience we aim to provide, and we take your feedback seriously. Our goal is to support you as smoothly as possible, and we appreciate your understanding. If you have any additional questions, please don’t hesitate to reach out, we’re here to help.

Response from Dutch VetDec 26, 2025

Thank you for taking the time to share your experience. We’re truly sorry to hear about your pet’s injury and understand how stressful it is when timely care and medication are involved, especially during the holidays. We want to clarify that Dutch is not intended to replace emergency or urgent veterinary services. For conditions that may rapidly worsen or risk permanent damage, such as potential eye infections, we always recommend in-person or emergency veterinary care when available. Regarding medications, we do offer both standard and rush shipping options. However, during peak holiday periods, shipping carriers may experience delays that are unfortunately outside of our control. We understand how disappointing this can be when time is critical, and we regret that this impacted your experience. Our goal is to provide convenient access to veterinary guidance for non-emergency situations, and we’re sorry that this situation did not meet your expectations. We genuinely wish the best for your pet and hope she receives the care she needs as quickly as possible.

Response from Dutch VetDec 26, 2025

Thank you for sharing your feedback. We’re sorry to hear how frustrating this experience has been, and we understand how stressful it is when your pet needs medication quickly. For clarity, this order was placed on 12/20/2025, and at checkout you were quoted an estimated delivery date of 12/24/2025. That estimate reflects our 1–3 business day shipping window, as we do not ship or deliver on Sundays. Based on those timelines, your order arrived within the quoted 1–3 business days from the date it was placed. While we do offer rush shipping, it shortens transit time after shipment and does not override processing timelines or carrier delays—particularly during peak holiday periods when carriers may experience disruptions outside of our control. We regret that this experience did not meet your expectations and truly understand your concern for your pets’ health. Your feedback is appreciated and helps us continue to improve communication and service for pet parents.

Response from Dutch VetDec 22, 2025

Thank you for taking the time to share your feedback. We’re sorry to hear about your frustration and want to clarify a few points for transparency. You are able to view the products and medications we carry at any time by visiting our website and reviewing the Pharmacy and Store sections. When you reached out regarding Cytopoint, our customer service team promptly let you know that while we do not personally carry that medication, our veterinarians are always happy to work with you to find a comparable alternative or assist with transferring the prescription to a local pharmacy at no problem. After that discussion, you chose to cancel your account, and we immediately assisted with the cancellation and issued a full refund. We also want to note that we do offer price matching on prescriptions if you find the same medication at a lower cost elsewhere. We strive to be as helpful and transparent as possible and regret that this experience did not meet your expectations. If you have any further questions or would like additional assistance in the future, our team is always happy to help.

Response from Dutch VetDec 19, 2025

We’re sorry to hear about your frustration and appreciate you sharing your feedback. We’ve reached out here to gather more information, as we were unable to locate an account associated with this review and would like to better understand what happened. We want to clarify that Dutch is not intended to replace urgent or emergency veterinary care. For medication needs that are time-sensitive or urgent, we always recommend visiting a local veterinarian for immediate treatment. For prescriptions ordered through Dutch, we offer both rush shipping (1–3 days) and standard shipping (4–7 days). Clients also have the option to transfer prescriptions to a local pharmacy, which typically takes 1–3 days to process. We understand how difficult it is to see a pet uncomfortable, and we truly want to help where we can. Please respond here or contact us at [email protected] so we can look into your situation and see how best to assist.

Response from Dutch VetDec 19, 2025

We’re sorry to hear that you’re not happy with your experience with Dutch. We did take a look at your account and see that you’ve had seven successful appointments with our licensed veterinarians. Each time you reached out to our customer service team, whether to check on the status of an order or to request a medication transfer, we were able to assist you promptly. That said, we understand that expectations around care and service can vary, and we’re always open to feedback. We’d like the opportunity to better understand what specifically felt lacking and see how we can improve your experience moving forward. Please feel free to reach out to us at [email protected] and reference this review. We’d be happy to look further into your concerns and see how else we can assist you.

Response from Dutch VetDec 19, 2025

We’re really sorry to hear about your experience and understand how frustrating this must have been, especially when you were simply trying to get flea medication for your dog. We appreciate you taking the time to share this feedback. We’d like to clarify how our process works, particularly for Oregon. During sign-up, clients are required to enter their state, which allows our system to present the specific requirements for that state in order to be seen virtually. For Oregon, clients must provide their local veterinarian’s information, confirm that they have attempted to obtain in-person care but were unable to do so, and check a box confirming their pet has been seen by a veterinarian within the last 12 months. Once an appointment is scheduled, if these requirements are not met or if the visit does not qualify for a prescription under state regulations, the platform also displays a notification indicating that the appointment will be advice-only. That said, we understand how the delay and the appointment type could be frustrating, particularly given your expectations going into the visit. While this information is presented during sign-up and scheduling, we are continuing to review how these details are communicated to ensure expectations are as clear as possible upfront. We’re glad to hear that Lance was able to assist you and handle your refund, and we’ll be sure to pass along your kind words to him. We have also reached out here to gather more information so we can look up your account and see how we can help and learn from this situation. Thank you for sharing your feedback