I've been using Koala for about 2 years+ now and I think the user and product experience has gotten better. That said, there's still quite a bit of room for improvement and I'm surprised at some very basic product features that after 2 years they have never shipped. I HATE that they make me call them for simple changes like a temporary address update or delaying a shipment because the customer service experience can be VERY uneven. Why is there still such limited ability to manage your account online?? I guess I'll never know. I've asked for my medication to be in pouches and one week it will show up in pouches and then the next it won't -- why? I'll never know! I don't think they have taken much of my user feedback seriously and generally when I have to interact with them it's been frustrating. Please please put the power to manage the account in your users hands!! That said, when I don't need to request a change I've generally found the service adequate and on par or cheaper than other offerings. That said, I would pay a premium for services like Chewy Pharmacy simply for the ability to manage my own account. The stickiness has honestly just come from what a hassle it was to get onboarded -- right now the cost benefit of having to facilitate a transition between my vet and another platform seems like to much effort. So overall a solid 3/5, it's definitely better than it used to be, but they still need to take the product experience, particularly when it comes to online account management, so much more serious.