JasonAndres c
map-marker Miami, Florida

Petcarerx the worse company ever

I ordered a product from PetCare RX. Due to some problems with this purchase requiring my vet to approve heart worm medication for my dogs, I cancelled my purchase. I bought the item with a gift card and after I paid I destroy the card because the balance was zero, 3 weeks later petcarerx emailed me with the problem so I cancelled and they told me that they will credit my card back, I try really hard to explain to "customer service" the situation but she show that she careless about the situation, I didn't want the money back I just wanted a store credit because I didn't have the card anymore and the answer was: Sorry we can't do anything for you anymore, PetCare RX said it is closed on their end. They don't seem to care and will not help me in this matter anymore.
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1 comment
Danny J Fvu

Hello;

My name is Danny Juan the Director of Quality Assurance here at PetCareRx. I am interested in hearing more about your experience with us.

Of course our number one goals is you and your pets well being, for any customer that is not satisfied with the service that they have received, it is our number one priority to make it right.

Please feel free to contact me at Danny@PetCareRx.com and I would love to further discuss the problem that you have experienced with us.

One of the campaigns that I designed here is to reimburse customers that have encountered an unsatisfactory shopping experience. My contact information with their shopping experience is listed above; please feel free to contact me.

susan t Ybc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Toms River, New Jersey

PetCareRX Worst Ever Customer Service

The ABSOLUTE WORST CUSTOMER SERVICE!!! The call center in the Phillipines kept me on hold off and on today for a total of 47 minutes for several calls, unable to resolve the issue I was calling about. I spoke to Ciriano, May, A. J., John Garcia and others. The representatives were clearly reading from a script and could not answer my question satisfactorily. I repeatedly asked to be transferred to a corporate representative in the USA. They were untruthful and said they were in Lynbrook, NY, until later in the call when they admitted they were in the Phillipines but the company HQ were in Lynbrook, NY. By that time the representatives had zero credibility and when I may have finally been transferred to a USA call center and reached someone named Lisa, I wanted to be sure that she was not in the same foreign call center but she wouldn't allow me to call her back on a local number. She also refused to give me her last name, although she had all my information. Then when we ended the call, to ad insult to injury, unbelievably this Lisa called me back from a local NY number, 516-295-****, today at 12:39 pm on my personal cell phone, NOT the number listed as a contact on my PetCareRX account, and proceeded to berate me and say "now add this to your list of things" presumably meaning my list of issues with the representatives. She then used various slang terms including "I got girls here that are listening to me" and "I didn't call you just to pick" which I think is completely inappropriate. I told her so and asked for her supervisor and she hung up on me. I am shaking from the absolute invasion of privacy that the PetCareRX rep would call me on my personal cell phone, again, not the number listed on my account, to harass me. This is frightening and I would very much like a response from PetCareRX. Not to mention I never received any answer or satisfaction to my question regarding the order. Thank you.
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Loss:
$19
3 comments
Danny J Fvu

Hello;

My name is Danny Juan the Director of Quality Assurance here at PetCareRx. I am interested in hearing more about your experience with us.

Of course our number one goals is you and your pets well being, for any customer that is not satisfied with the service that they have received, it is our number one priority to make it right.

Please feel free to contact me at Danny@PetCareRx.com and I would love to further discuss the problem that you have experienced with us.

One of the campaigns that I designed here is to reimburse customers that have encountered an unsatisfactory shopping experience. My contact information with their shopping experience is listed above; please feel free to contact me.

Guest

:cry

susan t Ybc

I had a very satisfactory response to my email to the company regarding the above and as a result of this and perhaps other postings on Facebook or Twitter that I felt obliged to share, the problem was handled very professionally by a terrific person named Darren. Darren is a huge credit to PetCareRX and was willing to listen to my complaints, many of which he felt were legitimate and might lead to policy changes within the company and took care of the issue at hand.

Thank you for this response.

There is no way to delete my post, but I do want to add this addendum that finally I was able to get an intelligent caring person to respond to me. Susan Tepper

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brooksrj b
map-marker Columbus, Ohio

Petcare rx can't do anything right

I placed an order with petcarerx.com, whose website says most orders placed before 2pm are usually shipped the same day. Seven days later, my order still had not shipped. When I called the customer service line, the representative was unable to explain why the package had not shipped, and said she would call me back. She sounded like she was about 12 and had no idea what she was doing. No one called me back, so I called them again that night. I was told this time that she would make sure my package went out the next day. The next day came, and the order was still shown as in process -- hadn't shipped. I sent an email laying out what had happened, and called customer service again. She told me it would be sent out expedited, 2-day shipping the next day. By 6pm that next day, still hadn't left the warehouse. Called AGAIN, and specified that I wanted to cancel the order altogether. The rep tried to persuade me not to do so, despite the fact that their website says you can cancel any order that hasn't yet shipped, no questions asked. At that point, I asked to speak to her supervisor. She put me on hold, and I waited approximately 10 minutes. (I'm guessing the supervisor was up to his/her ears in other customers they had screwed over....) When she came back on the line. she said her supervisor had okayed 1-day shipping, and the order was being processed immediately. The next day, I finally received a tracking #, indicating that the stuff I ordered had actually been put in a box and picked up by UPS. However, my invoice had changed to reflect the one-day shipping. My new order total had increased by $5.99. Thus, I had to call custimer service AGAIN to tell them to remove any shipping charges. I have yet to see if the charges are refunded or if the package actually gets here, but right now, if neither happened, it woud not surprise me in the least. If the package does arrive, it may or may not contain what I ordered. Nearly every person I contacted during this whole ordeal was incompetent. At every single stage, they managed to *** things up. Never order stuff from this place. They are incapable fo doing anything right.
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Loss:
$123
6 comments
Guest

My email was hacked, and sent the spam evidently to a CS rep that I contacted recently via email in response to her phone call. After receiving "my" spam email, I received a message from her saying "stop sending *** emails" Now that is classy and professional customer service. The message was sent from her @***.com address.

Danny J Fvu

Hello;

My name is Danny Juan the Director of Quality Assurance here at PetCareRx. I am interested in hearing more about your experience with us.

Of course our number one goals is you and your pets well being, for any customer that is not satisfied with the service that they have received, it is our number one priority to make it right.

Please feel free to contact me at Danny@PetCareRx.com and I would love to further discuss the problem that you have experienced with us.

One of the campaigns that I designed here is to reimburse customers that have encountered an unsatisfactory shopping experience. My contact information with their shopping experience is listed above; please feel free to contact me.

Guest

I bought a product called Calming for Dogs. I gave my Dachsund 1/2 pill per instructions.

He vomited and vomited.

Told it was a natural product, no help from PetCare Rx. Avoid this product.

Guest

Beware of their advertising. Got an e-mail offering free shipping in the heading.

Opened it.

On the home page it said free shipping on ALL orders. But the word all does not mean all for Petcare RX, as pet food was excluded.

Guest

I wish I had read the reviews as well! I have never had SO many problems ordering heartgard for my dog!

First, they lost the Rx I had sent them.

Once they found it (two weeks later), they said I could only have a 6 month supply (even though there is a refill on the script)...once they agreed to the 12 month supply then they canceled my order THREE times because the Rx said "6 month supply." I will never be ordering from them again. As well, all their customer service reps do not know what they are doing...hopefully they don't "accidently" charge me for the 2 day shipping they have promised in light of the situation.

Guest

:( :( I wish I checked PETCARE RX reviews prior to placing my order with them. I ordered a product and requested next day shipping which was a whopping 23 dollars extra. I placed my order on a thursday at 5pm which was two hours before their cut of time.

I was expecting to receive it on Friday or saturday the latest. I received it on the tuesday after Labor day because UPS does not ship on weekends which was not stated in the shipping description. Why would the company allow you to place a next day delivery order on a thursday after 3pm knowing that the product will not leave the warehouse till friday afternoon and that UPS will not ship on weekends?! Most of the time when placing an order which does not meet the shipping times, a warning would pop up letting the customer know.

On top of that another part of my order was not exactly like the picture that shown online. It was completely different.

I will NEVER order from PETCARERX again!

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virago C
map-marker Springfield, Massachusetts

PetcareRX - the worst

I tried to order rawhide bones for my dogs. Lots of item's on the website were listed as Out-Of-Stock - these were not. After 2 days I got an email stating that they were out of stock. I wrote back asking if they could send a smaller size as my dogs really needed them. I got no response. After writing them a snippy letter I got a response saying they had no idea what happened to the first letter. I then asked them to send the smaller size - no problem. Then they sent me an email saying that they were in fact in stock - THEN the next day I got aemail saying they were out of stock. Now 5 days have gone by and I have to start all over again- They never offered ANYTHING to make this right. They obviosly don't know their a**'s from their elbows and are a complete waste of time - don't even try doing business with them. they are useless
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2 comments
Guest

8)

Guest

Go to the pet store next time.

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ewashkow
map-marker Bel Air, Maryland

Never sent order and never told me.

I placed an order with PetCareRx at the end of July. After August 6th, I called to see what was taking so long with my order. I was told that my vet only approved a 6 month supply of Heartguard. I agreed to the changes in the order and was under the assumption that I would be getting my dogs pills soon. I just called back again today(8/15) and was told that my vet informed the company that my dogs needed to get a heartworm test done before they could authorize the prescription. I don't understand why PetCareRx couldn't call me and tell me what was going on in both instances. You would think the company would have at least one person who could have given me a call and filled me in instead of having me wait for an order that wasn't coming. This was my first experience with PetCareRx and it will also be my last.
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hadit
map-marker Wallingford, Connecticut

PetCare RX is Unprofessional & Lies!

PetCare RX is a horrific company and I will NEVER use again. This would have been my third time using them and only my first experience went well. Long story short…I refilled 90 pills for my cat and they never received the faxes from my vet. I was at the vets on two occasions when the vet faxed the form. They also faxed it to two different fax numbers that PetCare RX provided. NONE of the faxes were received. Then the representative I spoke to said he would call my vet for verbal approval and then would call me back to let me know things were all set. He verified the phone numbers. He NEVER called my vet or myself. I had also asked to speak to a manager and he was unavailable. Just now I called to check the status and he said there is still no approval and I again asked to speak to a manger and of course none was avabible. I canceled my order and will now scramble, as I need to leave on a trip. My experience prior to this I needed my password and I called and they said they could see my previous order but couldn't reset the password so I would loose my order history. I wanted this history and eventually he figured it out but it was a run around story to have my password reset. Yes, the prices were good, free shipping but it's only good if you actually get your order!
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1 comment
Guest

I have used 1800petmeds.com for years now and they are FANTASTIC. I highly recommend.

myra o Voq
map-marker Richmond, Kentucky

Petcare rx could not get my order correct

I will never shop at Petcare Rx again- they kept calling to say they couldn't get authorization on my credit card ( not true according to my credit card comapn;also i had zero balance) they split my order thereby reducing my frequent flyer miles i was trying to get I got a zillion emails from them- "your order is shipped," "we can't get authorization;your vet hasn't called ( he had). Also, i originally ordered from them to get free flyer miles which are now screwed up. Write: PetCareRx.com 52 Merton Ave. Lynbrook, NY 11563 never again!
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1 comment
Danny J Fvu

Hello;

My name is Danny Juan the Director of Quality Assurance here at PetCareRx. I am interested in hearing more about your experience with us.

Of course our number one goals is you and your pets well being, for any customer that is not satisfied with the service that they have received, it is our number one priority to make it right.

Please feel free to contact me at Danny@PetCareRx.com and I would love to further discuss the problem that you have experienced with us.

One of the campaigns that I designed here is to reimburse customers that have encountered an unsatisfactory shopping experience. My contact information with their shopping experience is listed above; please feel free to contact me.

dbekken
map-marker Seattle, Washington

Petcare rx customer revice is incompetent

I ordered from petcarerx and they double charged my credit card.I have called them 6 times.Been on hold for aprox. a total of 1 hr between these 6 calls,been transferred,had calls dropped.I was told a supervisor would call me back and when I didn't here from her I called back.SURPRISE she had gone home.Finally just talked to someone who said he wasn't a supervisor but a shift lead and he would take care of it and either he or a representative will call me tomorrow.For some reason I feel that will not be the last call I have to make to resolve this issue.If you thinking of trying this company I highly recommend you don't.They have horrible customer service and they steal your money.They don not return phone calls and it is next to impossible to speak to a supervisor.Your always told the supervisor is dealing with another customer.That should tell you that they have a lot of unsatisfied customers.I will never order from them again.Filing a complaint with the Better Business Bureau next.
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Loss:
$37
2 comments
Guest

I ordered from them last fall, and everything came quickly and I was satisfied I would use them again. WELL, around the first of July I placed an order for Heartguard that they kept claiming the vet was not faxing the approval.

A week later, the order now cannot be filled - because PetCareRX now has a vet that will no longer do business with them due to lying and rudeness on the part of PetCareRX employees who called the vet office trying to get approval.

Vet office claims they faxed the approval 6 times. It sounds like a buyer beware situation with this company now, and my local BBB will get a report on them.

Guest

I wish I had check this site out before I ordered anything from PetcareRx. I ordered two separate meds for my two dogs and they split the order.

I received 1 and not the other. Customer service stated that I couldn't order two meds together for two different dogs. I knew that was *** I called numerous times to get a refund for the one I didn't receive. They stated that it showed it was delivered and I argued with them that it did not come to my house.

I filed a complaint with BBB but I saw that BBB gave them a F rating for failure to respond to complaints. I guess I'm out of my money but times are hard now and every dollar counts.

I guess big management doesn't care. Thanks for letting me vent.

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Anonymous
map-marker Columbus, Ohio

PetCare RX lies-lies -lies-worst customer service ever

Have been customers for over 7 years. Ordered dogs med on Monday 6/14 got a call from them on Saturday 6/19 saying we needed to call our vet for a prescription, eventhough we had 240 refills on the bottle. After they relized it was THEIR fault not ours, they promised to overnight the meds and that a supervsior would call us back. No such luck on both ends, no call and no meds. We then made another call and another call about our order, kept being put on hold, tranfered, and or dropped and told more lies about where our order was or was not. Finally after a week and a half reached a REAL supervisor/manager. Come to find out everything we were told prior was a lie, certain people that said they were "upper management" we not, there was no report taken down, no pet points added to our account, and Pet care RX does NOT ship anything overnight, and no refund for our order. The only thing that saved us is that we wrote down every persons name and extension, and since their phone call are recorded this will be reviewed and hopefully will be fired.
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3 comments
Guest

I was ready to place a large order of frontline and heartguard for the summer for my 3 dogs and 4 cats.I thought it might be a good idea to check out some of your reviews, well i'm so glad I did.I couldn't help reading on and on, you don't have one good review. I think I will just stay with PETMEDS,I thought I would try you because I saw your coupon ad but no thank you.

Guest

Be careful about prices with 1800 pet meds. They have to get your vets permission to sell to you because they are not a licensed vet.

Which means they buy there prescriptions from any ol person willing to sell. Could be counterfeit.

And, my vets prices on heartgard and frontline where actually CHEAPER then 1800 pet meds! :0

Guest

I use 1-800-Petmeds and they are FANTASTIC. I highly recommend. They give you 5.00 off every order and I can count on the meds arriving within two days of my order.

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Anonymous
map-marker Chicago, Illinois

It is impossible to contact petcarerx

they make it imossible to contact if you have a problem--want you to tyoe in servers--blah blah blah--this is a really bad company. I would warn consumers to really check into what a "secure" website means. To me a secure website meant that when I gave them credit card information...it would not be shared. What bothers me the most is that when you are trying to place an order--you have instant contact with this company; however, if you have a concern or a com;aint,you cannot get int ouch with them. Even if you try to email--they want server info--blah blah blah...what they are saying is "we will not accept anything other than your order or your money". No customer service, here folks, no customer recourse! Do not use any so-called instant coupons--you might be enrolling in something that will cost you!!!!and you won't even know it until you get your bank statement.
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Anonymous
map-marker Winder, Georgia

Can't get my money back from a cancelled purchase

I ordered a product from PetCare RX. Due to some problems with this purchase requiring my vet to approve heart worm medication for my dogs, I cancelled my purchase. PetCare RX was supposed to credit my account, but that never happend. They said their system showed they credited my account. My bank said they do not show it being credited. PetCare RX said it is closed on their end. I had to report this to the BBB since they don't seem to care and will not help me in this matter anymore. The bank will investigate in this matter.
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1 comment
Guest

I ordered a product from PetCare RX. Due to some problems with this purchase requiring my vet to approve heart worm medication for my dogs, I cancelled my purchase.

I bought the item with a gift card and after I paid I destroy the card because the balance was zero, 3 weeks later petcarerx emailed me with the problem so I cancelled and they told me that they will credit my card back, I try really hard to explain to "customer service" the situation but she show that she careless about the situation, I didn't want the money back I just wanted a store credit because I didn't have the card anymore and the answer was: Sorry we can't do anything for you anymore, PetCare RX said it is closed on their end. They don't seem to care and will not help me in this matter anymore.

Antoinette D Lvh
map-marker New Orleans, Louisiana

My dog tested positive for heartworms after taking Heartguard

I purchased and used PetCareRx Heartguard Plus for dogs as prescribed by my vet. When I returned my dog for her annual check at my animal clinic, we got the news that my poor dog tested positive for heart worms. I am very upset that my poor dog has to go through this treatment and I will be out $600.00 plus dollars and I will have saved nothing using this online pet medication supplier.

My vet told me that the online animal meds websites sometime use foreign suppliers for their medications which may not have same standards as U.S. suppliers.

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Loss:
$600
27 comments
Guest

my dogs tested positive on it also!! Nothing to do with where you purchased the meds.

They just are not working anylonger.. sadly

Guest
reply icon Replying to comment of Guest-1068492

It can have everything to do with where you purchased the medication. If you purchase it online, it's often a counterfeit product or as she said they get it from other countries that don't have the same standards as the US.

Heartworm prevention does work.

Dogs who are on it, and eventually test positive it's usually because of owner error.

Whether that's because they were late on the prevention or they missed 1 or more months on the prevention.

I've worked at a vet office for 6yrs and of all the pets who are on prevention (Proheart6 injection, triheart or trifexis) have never tested positive.

Guest

We use the top of the line Heartguard from our vet religiously, and one of our dogs tested positive. Resistant heartworm strain developing?

Guest
reply icon Replying to comment of Guest-1007060

Same here.

Guest

My dog has been on heartguard from my vet for the last 3 years and this last year with never skipping a treatment she has tested positive.. This will be a 800$ expense.

Shouldn't the manufacture be responsible for paying for the meds to get rid of the heart worm?.

My vet said they should.. What was the purpose of using this well known product if I am paying for this big expense now..

Guest
reply icon Replying to comment of Guest-943419

The manufacturers do pay for treatment if you can prove you purchased the drug on a regular basis without missing doses. You also have to show a negative heartworm test in the last 6-12 months typically. In addition, they require you purchase it through a vet or reputable site where the drugs come direct from the manufacturer and are not sold by third parties to the supplier.

Guest

I purchased my dog when he was 3 mos old and he has been on Heartguard FAITHFULLY every month since I have owned him. At the age of 1 1/2 he was diagnosed with heartworms. We have been treating him with Doxycycline for 9 months now and he is still positive for heartworms.

Guest

OK--GUYS THINK--IF ITS THE SAME BRAND--SAME STUFF--DOESNT MANNER WHERE U BOUGHT IT--THEY ALL GET IT FROM THE SAME PLACE!! AND YES I HAD A DOG WITH HEARTWORMS--A STRAY WE GOT AND TOOK TO A VET--WAS TESTED FIRST TIME OK SECOND TIME NOT OK--BUT VET PAID FOR THE PROCEDURE.

PLEASE JUST LOOK AT THE THE LABEL--MOST OF THEM ARE THE EXACT SAME! JUST GIVE THEM TO UR PETS!!

Guest
reply icon Replying to comment of Guest-281592

If it has the same name it doesn't mean it's the same product or has the same ingredients or the same dose of ingredients. If you buy it online they often get it from other countries who don't have the same standards and alot of the times it's a counterfeit product.

This is why you should never order medication online

Guest

Your dog must be tested negative and again at 6 months while on preventative to be truly heartworm negative. In Mississippi we are seeing hundreds of dogs test positive while on Ivermectin preventatives.

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jaalvare A
map-marker San Francisco, California

PetCareRX overdrafted my account on accident and wont refund fee!

I ordered all the time from this site as I work with animal rescue in New Orleans. Anyway, switched bank accounts and tried deleting account THREE times from the site and entering the new info. I recently placed an order and instead of charging the new account, they charged the old account which over drafted of coarse since there is no money in the account. They re-charged my new acct and a week later credited my old acct the charged amount but not the overdraft fee. I called them to get it straightened out and my old acct was still on my profile! After I had removed it THREE times and so the representative removed it again and her supervisor told me it was my fault and since it was done online, she could not credit my $35 NSF charge. So I called back today since I need to stock up on frontline and heartguard and was hoping maybe they could at least credit a discount to my acct with them. They said no, since it was my fault (they had to remove my old acct AGAIN for a FIFTH time) and I told them I would take my business and everyone that uses it through the rescues elsewhere. They were like okay, whatever attitude, have a great day! DO NOT USE THESE PEOPLE. Take your business elsewhere!!!!!
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Loss:
$35
Anonymous
map-marker San Diego, California

I cancelled a refill order and they filled it anyway!

I picked this company because they had a fair price on a prescription. Received my order just fine, then I asked for a refill. They told me the Vet didn't approve the refill. Ok. I changed Vets, my dog was better and I didn't need the refill after all. This company will not leave me alone. In 2009 they called me and emailed me at least 2 dozen times. I sent numerous cancellation notices to them. I charged them verbally with harrassment and terrorizing me. It didn't affect them at all. Then months later they email me that the Vet approved my refill and its been shipped. How can that be? I don't use that Vet. My dog is fine. These people are Crooks! Do not use them!!!!
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1 comment
Guest

Way over priced! I shop at VetShop for half the price. Petcarerx sold me my k9 advantix with no product in the box, it took 2 months before it was resolved.

Salina Itm
map-marker Portland, Oregon

Petcare Rx - horrible customer service

I ordered medication for my two dogs. Somehow Petcare Rx switched the orders which caused my vet to deny the order. Instead of contacting me about the issue, Petcare Rx did nothing. They sat on my order while they had my $100.00 in their hands. When I called as a follow up to see why I hadn't received the order they finally explained that the vet had denied it but that they had recently gotten the order straightened out, however, they still hadn't shipped it. I explained that the medication is very important for one of my dogs and asked that they expidite the shipment. I was told that they would do this but only if I paid an additional $20...for THEIR mistake. The customer service reps were awful - I might as well have been talking to a wall. They had no interpersonal skills or ability to speak as a rational human being. Everything they said was highly scripted - one of the reps actually had difficulty reading her script and kept tripping over her words causing her to re-read her scripted reply to me. I will never use Petcare Rx again and will tell everyone I know not to use them. (P.S. I operate a dog daycare so have access to many pet owners).
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