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I am writing to express my dismay with a recent experience through Petcarerx. I have been a loyal customer since 2008 – buying my dog (2 dogs) medication from you exclusively unless the medication was provided for immediate consumption by the vet.

I placed an order on March 26th that has been sitting in your *** for an entire week. I’ll provide you with a brief timeline so that you can see I actively participated to have my order filled.

1. I looked at my order status on 3/30/15 after not receiving a confirmation

2. I called my vet on 3/31 to see if they received a fax

3. I called Petcarerx after 5pm PST on 4/1 to speak with customer service but it was already closed

4. I called on 4/2 and spoke with an agent who told me that there was no fax number on file to contact the vet. I was told they would help ship the order faster with UPS since its been sitting there for a week.

5. I called the vet as soon as they opened on 4/2 and obtained their fax

6. I called petcarerx customer service again on 4/2 and spoke with a new rep.

The new rep was not helpful and said it would take 4-5 business days which would make this entire process from start to finish almost 15-20 days. I informed her that I would have to go back to the vet AGAIN after just being there to get the script, in which case I could have just ordered the meds from them.

The agent was still not willing to help me except to say they tried to fax the vet 3 times but never heard back. However, I was told they didn't have the fax number. Regardless, should I have to be the middle man between the vet and petcarerx?

I have worked between petcarerx and my vet in order to help facilitate the process. I have no problem doings so. BUT when you're not willing to work with me after an order has been sitting in you *** for over a week AND I'm willing to call and follow up with the vet. I think your customer service is inexcusable - I AM WILLING TO HELP FACILITATE THE ORDER, but you're not willing to help me get the order?

This has happened in the past and customer service has worked with me on the shipping. Needless to say I cancelled the order and the rep could have cared less.

As you know there are other options: Dr Fosters & Smith, 1800PetMeds, my local pharmacies or vet at this point. I can't believe after being a customer for 7 years and an avid dog owner that customer retention isn't high on your priority list. I even participated in your online and phone feedback surveys when you changed your website!! I have referred friends and family who use your services, who I will now persuade to also change companies. I'm 33 years old and will own many more dogs in my lifetime. Not to mention that my aging dog(s) need more medication as time goes on. So I'm sure a 60.00 order is chump change...but over the course of another 50 years of my life time, multiplied by all the orders I would send your way, do the math.

Since the incident this morning I have already placed an order for enough meds for the next two weeks and sent a new order to Dr. Fosters & Smith who is now my go to for my pet’s prescriptions. This letter will probably not get very far but I figured I’d try anyway.

Thank you,

Lyn Ledyard

4833 Mesa Trail Place

Carlsbad, CA 92010

Reason of review: Poor customer service.

Location: Carlsbad, California

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This is how the company handled this situation: - customer left a reseller rating and emailed customer service in regards to our bad service. Upon pulling the recordings ********* spoke with the customer today and incorrectly advised her the order was sitting in *** for a week bc we didn't have vet contact info.

Meanwhile we faxed the vets office multiple times and emailed the customer on 3/27 that we haven't heard from the vet. She also promised to ship the order UPS Ground once we attain the vets contact info. Customer called back and spoke to ***** to provide the fax # and the customer asked for expedited shipping, ***** advised her she cannot do that and that we did attempt to contact the vet and haven't heard back. The customer stated if the order could not be expedited she will cancel the order, so ***** cancelled it.

I called the customer to apologize for her horrible experience with us and for being misinformed.

I offered to replace her order free of charge with next day shipping and gave her my information to work directly with me in the future. The customer refused as she was very frustrated with the service provided before and has moved to another company.

Guest

No fear...taking the time to vent is helpful to others....so you are doing a great service in that regard. Thank you for the rant.

I was thinking of using them but will refrain now. It's NEVER ok to treat a customer like they did you and I have NO patience for this sort of thing. A good company will record their representatives phone conversations to assure they are giving good service. Apparently this company either doesn't or they do but don't care about the results.

Then there's always the aspect of the company not treating their employees properly and thus resulting in disgruntled workers who will take it out on you so they can get back at the employer. Thank you again.

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