Christopher W.
Shipment was missing important RX
I had an appointment for my dog. I’ve used the service before because my dog often gets ear infection and it’s cheaper to use Dutch versus going to the Vet for the same treatment.t One thing that I don’t particularly like is that you have to wait for prescriptions or pay extra to get them overnighted, but I understand that going in. I ordered medicine and paid for it to be overnighted. When the package came one of the two items in the package was missing and there was no packing slip. I immediately called Dutch. This was around 4 PM Eastern standard time. The guy told me he would work on it and that he was working until midnight and he would definitely call me back and not to worry. When i didn’t get a call back by 8:40 PM Eastern time I tried calling back, but at this point it was after hours at least according to their phone message. I emailed because they claim they had an after hours team monitoring but they never got back to me. I explained to him at the time that the longer we wait to fix the situation, the longer my dog goes without her medicine. I explained the only solution was to send me the missing Rx overnight but I guess the company is cheap and is waiting to hear back from the the RX which if they deny leaving out the item I don’t know what will happen. A company that relies on online sales and who’s entire model is online you would think they would have a better system to handle these situations. This is unacceptable to me not only does my dog already have to wait for the medicine but now I have to wait multiple days for a customer service to determine whether or not they’re going to send me the medicine or if I have to fight the charges with my credit card company because I paid for something and didn’t get it. The whole purpose of the service is to be easier more convenient and save money but now I have to take my dog to the vet because she’s suffering from the ear infection and Dutch’s Stephen. Customer service sucks.
Response from Dutch VetSep 10, 2026
We know how vital it is to get sick pets the treatment they need, and we’re so sorry to hear about the missing medication, the wait that followed, and the resulting frustration and stress. Since your review, it looks like the shipping fee is being processed and a replacement order has been issued. We hope your pup is feeling better soon.