Sophia
Terrible customer service!
EntirelyPets had Trifexis at a slightly lower price than the company I was using so I ordered a box for my dog. I tend to order medicine few months prior to running out in case order is delayed. Order arrived and by the time I was ready to use the meds I noticed it was expiring the following month. It only had 6 months of validity since I receive it. All of the previous meds I ordered from other vendors had at least a year or two years validity. So I emailed customer service but didn’t get a response so I sent a follow up email but still no response. 3 weeks later, I called customer service and was on hold for 30 mins. Someone finally answered and asked me if I was calling EntirelyPets. I didn’t know why I was asked this question but later found out that CS are outsourced and they assist multiple companies. After I explained the situation, CS said he would send me an email once they get a response from the pharmacy. I told him I never received a response to my precious two emails so why I should believe I would get an email this time. He assured me he would send an email either that night (Fri) or next day. Well, it was Mon and I didn’t get any emails so I called again. I was on hold for another 30 mins. This time the CS rep said he would email me a return label so I can return the box of meds and that they would send me a replacement meds. I was afraid to hang up but I did and waited for the return label which never came. I called back for the third time!!!! On hold again and finally when someone answered, I had to retell the story for the third time!!!! This time the CS rep said they couldn’t replace the meds because I didn’t call within a month of receiving the meds. What??!! Now I have two different stories told by two different reps. He said it was my fault for not checking the expiration date when the meds arrived. I told him six months of validity from receipt of the item is not enough but he didn’t care and said there was nothing he could do for me. So, I am done with this company and will NEVER again give them my business!