Dutch VetReviews of dutch.com

Response from Dutch VetMay 16, 2025

Thank you for bringing this to our attention. We're truly sorry to hear about your experience and understand how frustrating this must have been. We’ve reached out here to get more information so we can investigate your account and look into what happened with your appointment and the no-show fee. Regarding our price match policy, we strive to be transparent and fair, and we appreciate your feedback. We understand your concerns and are reviewing the language on our online pharmacy to ensure it’s as clear as possible. Please know we take situations like this seriously and are committed to making things right. We hope to have the opportunity to speak with you directly and resolve this to your satisfaction.

Response from Dutch VetMay 16, 2025

We’re sorry to hear about your experience and understand your frustration. We’ve reached out here to get more information so we can look into your account and what happened. We truly want to make this right and appreciate the chance to resolve it.

Response from Dutch VetMay 12, 2025

Thank you for reaching out, and we’re sorry to hear about your experience. We strive to make every interaction smooth and transparent, and we appreciate the opportunity to clarify what occurred. We reached out to you a week prior to verify your shipping address, as the one initially submitted was incorrect. After receiving your confirmation, we were able to update the order and processed it on May 9, 2025. Although your account has since been canceled and all associated charges have been fully refunded, please note that the medications had already shipped prior to cancellation. As prescriptions are time-sensitive and fulfilled quickly upon approval, they cannot be recalled once shipped. We understand you experienced issues while trying to cancel services through our website, and we apologize for any frustration this caused. Rest assured, all chargeable items—including any that may have been submitted in error—have been canceled, and your account has been deactivated. Additionally, our team has submitted a request to fully delete your account from our system. We sincerely appreciate your feedback and regret any inconvenience. If there’s anything further we can do to assist, please don’t hesitate to let us know.

Response from Dutch VetMay 5, 2025

We are very sorry to hear that you had a frustrating experience ordering your pets medication through Dutch. While we are not an urgent vet, our vets can treat some time sensitive conditions like ear infections. As you mentioned customers can order through Dutch and have the option of either standard ground, 4 - 7 days for delivery, or rush shipping, 1 - 3 days for delivery. We also have the option to transfer your Rx to your local pharmacy. While we estimate ~2 days for local transfers, our transfer team does work 7 days a week and most transfers are processed in less than 24 hours. The reason we can't guarantee same day transfers is due to the fact that we cannot guarantee inventory at your local pharmacy, as it depends on where you are located and which pharmacy you are requesting. We recognize that in times where a pet needs medication same-day or otherwise may have adverse effects, we would always recommend taking your pet to an in person vet. We value your feedback and have shared it internally as we want to exceed all of our customer's expectations. We have also reached out to you directly so see if there is anything we can do it make this right for you.

Response from Dutch VetMay 1, 2025

Thank you for sharing your feedback — we're truly sorry to hear about your experience and the frustration it caused. While Dutch does include a $5 pharmacy processing fee for prescription transfers, this fee covers the verification and handling required to safely send prescriptions to third-party pharmacies. At this time, it must be included as part of a merchandise order, and unfortunately, we are unable to process it as a standalone charge. We completely understand how critical timely access to pet care is, and it's never acceptable to feel ignored when trying to get help. Many of our customers have had smooth transfer experiences and responsive support, so we’re sorry that wasn’t the case for you. Your feedback is important and will help us improve communication and clarity moving forward. Please don’t hesitate to reach out to Dutch directly at [email protected] and mention your Trustpilot review. I’ll personally keep an eye out for your message today to ensure it receives the attention it deserves.

Response from Dutch VetMay 1, 2025

Thank you for sharing your experience — we’re truly sorry to hear about the delay and the distress it has caused, especially with your cat still feeling unwell. While Dutch strives to offer fast, convenient access to veterinary care, we understand that timely delivery of medication is just as important — and in this case, the delivery clearly fell short. Our team is will be reaching out to you today to make this right. Additionally, we’ll be providing direct feedback to DHL regarding this delay, as it’s completely unacceptable and does not reflect the level of service we aim to provide. We also want to reassure you that, for future prescriptions, we’re more than happy to send them to a pharmacy of your choice to help avoid similar issues. Your pet’s health is our top priority, and we’re committed to doing better.

Response from Dutch VetApr 30, 2025

We're very sorry to hear about your experience and truly understand how upsetting it must be to have a sick pet and feel unsure about your order status. We're glad you had a positive interaction with our veterinarian and appreciate your feedback. After reviewing your account, we want to clarify that the duplicate orders were not the result of a website error—two separate orders were placed. However, we completely understand how frustrating and confusing this situation can be, especially given the circumstances. To ensure this is handled with the care it deserves, we’ve escalated your concerns to our leadership team. A member of our team will be reaching out to you shortly to provide support and work toward a resolution. We're committed to making this right and doing everything we can to help you and your cat. Thank you again for bringing this to our attention.

Response from Dutch VetApr 24, 2025

Thank you for your feedback. We understand your concerns and want to clarify that while we use AI to help personalize and streamline support, it never replaces the expertise or decision-making of our licensed veterinary professionals. Regarding the fees, we aim to be as transparent as possible and are always happy to walk through any details or answer questions. Please don’t hesitate to reach out to us directly at Dutch — we’re here to help. Wishing you and your pup all the best