C G.
Vetsource ordering issues
I've been using Vetsource auto-ship for several years. I started having problems when I simply changed the prescription dog food. No other information was changed (not the profile or pet's name). I attempted to place an order 3 times, which was always canceled. Wait time to speak with someone was always less than two minutes. I finally reached an associate and explained that my vet, when approving the order could still see my pet name, however the response was 'null'. Finally, I spoke with associate # 2 who suggested that I cancel auto-ship. Before, I could reconfirm if only auto-ship needed to be canceled or would I need to start as a new customer, the associate had transferred me to the phone survey. Although I wish the associate had not hurriedly ended the call, I moved forwarded with canceling auto-ship, re-selected my pet's name and reconfirmed profile/payment information. I submitted the order as 'new', checked with my vet and they were able to approve the order which is now 'in-fulfillment'. Final note, I find the website confusing even with auto-ship. For example, when changing the date on auto-ship, I never know if I need to add to cart or not. So, it's a phone call to verify if one will need to also add to cart on auto-ship date change. This review is higher than my phone review and I appreciate the second associate providing a suggestion to get me started on correcting the issue.