juliette M.
My experience after nearly three years with Dutch...
⭐☆☆☆☆ (1 Star) I was a loyal Dutch customer for nearly three years because I believed virtual veterinary care could make managing my dog's chronic allergies easier and more affordable. Instead, my experience ended in complete disappointment. My dog, Oakley, has a chronic skin condition that requires daily medication. When it came time for a prescription refill, I discovered that the medication prescribed through Dutch had no remaining authorized treatment plan. Despite multiple emails with customer support, I was met with lengthy apologies, explanations of company policy, and repeated statements about what they could not do. What I never received was meaningful assistance. Every representative assured me they understood my frustration, yet every response simply redirected responsibility to another policy, another department, or another limitation. Meanwhile, my dog was scratching herself raw while I scrambled to find another way to obtain the medication she depends on. I also found my interactions with the veterinarian assigned to my case to be dismissive and unpleasant enough that they factored into my decision not to renew my membership. The final straw came after pages of apologetic emails explaining why Dutch could not help. The email concluded with: *"P.S. Love Dutch? Give your friends four months free!"* At that point, my dog was suffering because she could not access her medication. The promotional tagline felt incredibly tone-deaf. Virtual veterinary care only works if there is continuity of care for pets with chronic conditions. When that continuity broke down, I discovered just how limited the service really was. After nearly three years as a paying customer, I cannot recommend Dutch to anyone whose pet depends on ongoing prescription management. If your pet has a chronic medical condition, understand that when complications arise, you may find yourself navigating policies instead of receiving solutions. I sincerely hope Dutch improves its customer service and continuity-of-care process, because pets deserve better than what my dog experienced.
Response from Dutch VetJul 23, 2026
Thank you for sharing this in such detail, and for nearly three years of trust in Dutch for Oakley's care. We're sorry to hear about the breakdown in continuity around her prescription refill, and about the experience with the vet on your case, that's not the standard we want any pet parent to encounter, especially with a chronic condition on the line. We've reached out here to get more details so we can investigate your account further. We hope Oakley is doing better now, and we appreciate you taking the time to lay out where things went wrong.