Karissa G.
Bad system and extra charges
I have been receiving my cat's methimazole liquid compounded prescription from Wedgewood for almost a year, and unfortunately, there has been an issue every single time she needs a refill. I signed up for auto refill but in the past, they wouldn't contact me vet to request refills or tell me I needed to follow up with the vet. So when I was getting low, I'd call customer service and they would say I should call my vet. Im not sure what their protocol is for contacting vets, but my vet would say she approved the medication refill but Wedgewood would say she never did. There were a few times I'd have to pay expedited shipping fees so my cat didn't run out of medication. Their online portal also doesn't work. I created an online account but when I tried to login, it would say the request couldn't be processed due to technical issues. I'd call customer service and they would just say its a known problem...it has been months now and I still can't login or reset my password. They also would only send one syringe, which over time stops working well and gets sticky from using over and over and every time I'd need to call to request more. The final straw was this last order. I received an email from Wedgewood that even though this prescription is on auto refill, action was needed and I needed to request a refill. Learning from the past, I called my vet and confirmed they did not have a prescription refill request. My vet recommended I place an order for the refill with Wedgewood so a prescription request can be sent to them. I called Wedgewood and requested a refill through the phone automated system. I got an email the next day that an order shipped and the total charged to my credit card. However, two days later, I received another email that a new order was created order for the same prescription, methimazole, and my credit card was charged the prescription plus shipping fees. I didn't request another refill, but when I saw this email and tried to call customer service, because I am on the west coast and customer service is on the east coast, the customer service phone line was closed. I emailed their customer service and even attached screenshots of all the emails telling me to contact my vet and the duplicate orders, and they just said there was nothing they could do and they cant cancel the orders. I called customer service Monday morning and thankfully the lady on the phone was understanding and asked her supervisor for help. They said they'd refund the cost of one of the prescription orders but not shipping costs. I had to just accept that, even though its their system's fault, not mine as the email literally told me to contact my vet and ask for a refill. I told customer service that was the last time I'd use their pharmacy given the history of mistakes on every order and the customer gets charged instead of the company taking responsibility for a faulty system.