Dutch VetReviews of dutch.com

Response from Dutch VetJul 25, 2025

Hi there, thank you for sharing your feedback. We’re truly sorry to hear about the frustration with your order and understand how stressful it can be when medications are delayed, especially when your pet needs them. We did review your account and can confirm that you spoke with a member of our customer service team, who assisted with your order and helped update the shipping address. The prescription was initially shipped to the address listed on your account at the time of purchase, but we’ve since corrected it to reflect your new address moving forward. We know this experience didn’t meet expectations, and we appreciate you bringing it to our attention. If there’s anything still outstanding or if you need further assistance, our team is here and ready to help.

Response from Dutch VetJul 24, 2025

We’re truly sorry to hear about the loss of your dog. Please accept our heartfelt condolences, losing a beloved pet is incredibly difficult, and we can only imagine how hard this time must be for you. We want to resolve this situation and understand more about the charge you mentioned. Our team has reached out to you directly on Trustpilot to gather more information so we can locate your account and assist you further. You're also welcome to contact us directly at [email protected], and please reference this review when you do so. We understand how upsetting this experience has been, and we’re committed to making things right.

Response from Dutch VetJul 24, 2025

We’re truly sorry for the stress and technical difficulties you experienced during your early morning appointment. We understand how frustrating this must have been, especially during such a difficult time, and we want to extend our deepest sympathies for what you're going through. We did identify that the issue was due to a Zoom connectivity error on our end and have refunded the $25 no-show fee in full on that day. We also see that you were able to reschedule for later the same day, and we’re glad that appointment was completed successfully. Your feedback about difficulty reaching support is heard, and we’re actively working on improving the experience when tech issues arise. Please know that our team is here to support you and your pet, and we’re committed to providing a more seamless experience moving forward. If there’s anything else we can do to help, don’t hesitate to reach out.

Response from Dutch VetJul 22, 2025

Thank you for taking the time to share your feedback. We’re truly sorry to hear that your recent experience with Dutch didn’t meet expectations. We’d like to clarify a few details: our records show that the prescription transfer to Costco was requested on June 9th and picked up just two days later on June 11th. At the time, we transferred a chewable version of the medication as prescribed. However, we understand the frustration that arose when the pharmacy didn't fill it correctly. Since then, our team has offered to send over a new prescription, since there were no refills initially, to resolve the issue promptly without requiring another appointment. We’re also sorry to hear about the confusion regarding your membership. Please know Dutch would never cancel a membership in response to a complaint, we value honest feedback and use it to improve. I took a look and your account is still active and ready to use. It's possible there was a technical glitch that showed you inactive. Please let us know if this is still the case so we can provide troubleshooting steps. We appreciate the kind words about your early experience with our vets, and we’d welcome the chance to help restore your confidence in our service. Please don’t hesitate to reach out directly so we can assist you further.

Response from Dutch VetJul 16, 2025

Thank you for sharing your experience. We're truly sorry for the initial confusion and inconvenience caused by the appointment cancellation and Zoom link issue. There was a technical issue on our end that led to a scheduling mix-up, and we understand how frustrating that can be. We’re glad to see you were able to get rescheduled. We’re committed to providing reliable care and are continuing to work on improving our systems to prevent this from happening in the future. If you have any lingering concerns or need support with anything else, please don’t hesitate to reach out, we're here to help.

Response from Dutch VetJul 15, 2025

We're truly sorry to hear about what you and your dog experienced, and we hope she is recovering well. We understand how upsetting and stressful this situation must have been, especially given her prior history with eye ulcers. We want to clarify that the order was placed with standard shipping, and tracking confirms it was delivered on July 14th, which was within the expected delivery timeframe. While we do our best to get medications to pet parents quickly, Dutch is not a substitute for emergency veterinary care, and we encourage seeking in-person treatment when urgent medical attention is needed. That said, we understand your frustration and took additional steps to help make things right. Even though the order was delivered and the appointment was completed, our team worked with you to process a full refund for both the visit and the medication. We truly appreciate your feedback and will continue working to improve clarity and expectations around shipping timelines. Wishing you and your pup all the best in her recovery.

Response from Dutch VetJul 11, 2025

Thank you for sharing your experience, and we’re truly sorry for the frustration this caused. We understand how disappointing it is to be ready for an appointment, only to have it canceled on our end. That’s not the experience we want to deliver, and we sincerely apologize for the inconvenience. While our late cancellation fee is in place to help prevent last-minute no-shows and allow vets to help as many pets as possible, we agree that accountability should go both ways. In this case, our team should’ve acknowledged the disruption and better addressed your concerns. We’re actively reviewing how we handle cancellations to ensure fairness and consistency for all our members. We’ve also shared your feedback internally so we can continue to improve. If there’s anything more we can do to make this right, please don’t hesitate to reach out to our support team.

Response from Dutch VetJul 11, 2025

We're really sorry to hear about your experience, and we truly appreciate you sharing your feedback. We understand how disappointing and frustrating this must have been. Our team did work closely with you throughout the week, rescheduling when video issues came up and again when you let us know you weren’t home with your pet for a scheduled visit. We're always happy to accommodate when life gets in the way, and we appreciate your patience during those changes. That said, we sincerely apologize that the veterinarian did not show up to your final scheduled appointment. That’s not the standard we hold ourselves to, and we take full responsibility. To make this right, we’ve fully canceled your account and issued a complete refund. We’re genuinely sorry for the time and effort you spent, and we’ll be using this feedback to improve moving forward.