“This is just my opinion based on my (very disappointing) experience of Animed but I would not (ever!) recommend Animed. For our new prescription they could not deliver in the times they stated in their online blurb nor in the time scale referred to in the confirmation email received. According to Animed the delivery time of 1 to 4 days is only after you have a “valid” prescription. A new prescription is not “valid” even if you have a proper prescription from your vet. It is only “valid” once the Animed vets check it. Unless it is an existing prescription which Amined have already approved, it will take up to 48 hours to be approved and the customer services adviser just kept repeating 48 hours and would not tell me what their current checking/performance times were. This is NOT clear when ordering. This is DESPITE THE CONFIRMATION EMAIL STATING A SET DELIVERY DATE. The customer services operator confirmed that delivery time could not be met. But confirmed no one will make contact immediately to tell you that. I was told after 48 hours I would receive an email telling me when my dog’s medication would actually be delivered. This is also DESPITE PAYING FOR EXPRESS DELIVERY. If your pet’s prescription has changed or is new, realistically I was told it will take about 4 or more working days. The fact the delivery dates can be changed is buried in the terms and conditions and in my opinion is not clear - unless you call. We were really fortunate that we called to ask for confirmation of the delivery date as the medication for our dog was needed urgently. I would use UK pet drugs (ukpetdrugs.co.uk) instead. We did and their advisers are lovely. They offer next day delivery and approve prescriptions immediately with no delay.”
“Trying to re-order prescription for pain killers for my dog, can't get through on the phone and they haven't responded to my email.
Not a way to run a business.”
“Used to be great, but have implemented a new warehouse system and now can't deliver anything.
Chased them 6 times for a prescription and dog food order placed early Sept. By late October they have stopped answering emails and the phone line is jammed.
Clearly something has gone terribly wrong in their business.
Give them a miss unless you want a headache!”
“Waiting now over a month for life saving medication {insulin}
A totally useless company giving the same excuse of warehouse problems. Any other company would have the warehouse sorted before they promise customers medication. My advice go to pet drugs online they will sort medication in just a few days”
“VERY bad delivery time - still waiting a prescription after 2 weeks
A repeat prescription has been displaying a status of "Pending Dosage Label" for the last 12 days. Repeated emails to both customer services and the prescription office have been ignore and phone lines cut off before being answered. Today I at last managed to speak to someone who promised to push the order through. 6.5 hours later, it still has not been actioned. I asked to speak to a more senior person 3 times, but no-one could be bothered to call back. I had re-ordered with 10 days supply of essential meds in hand; the stated delivery times are 3-5 days, so allowed for a small delay, but now we have run out.
Before this episode, I have been using Animed for many years. No More - they have displayed a singular lack of care, have not reacted to my complaint by either pushing the delivery through or apologising.”
“A repeat prescription has been displaying a status of "Pending Dosage Label" for the last 12 days. Repeated emails to both customer services the prescription office have been ignore and phone lines cut off before being answered. Today I at last managed to speak to someone who promised to push the order through. 6.5 hours later, it still has not been actioned. I re-ordered with 10days supply of essential meds in hand; the stated delivery times are 3-5 days, so allowed for a small delay. Without his medication my dog will end up in hospital, on a drip. Will Animed pay the £450.oo vet's bill?
Before this episode, I have been using Animed for many years. No More - they are displaying a singular lack of care.”
“it is the worst website to order pet food from. My order was placed on 21st Sep with express delivery 1-3 working days however 17 days later no signs of order being despatched. Although, I've made many calls to their customer service which stated the order is in processing and would be despatched soon. Today, received partial refund for 3 items and the refund less than the full amount paid for those 3 items.... trying to contact customer service with very long waiting time...... the worst company and customer service ever. will never order from them again or even get near them.”
“Back in June 2021 DHL drove round with our dog food in their possession for a couple of days! Animed then promised 10% discount off my next order as an apology.
Sept Ordered two products, waited 7 W.days, contacted them, toothpaste in stock, medical biscuit only had one bag + that was going out to someone! Also told me awful problems in their warehouse. I cancelled order was told immediate refund! In the end had to get PayPal involved to get my money back at all! DO NOT USE this awful company!”
“Avoid avoiding avoid
Ordered basic supplements.. nearly 4 weeks later and they've still not arrived. Many better smaller companies at a better price too”
“As with so many others - totally let down by this company and my poor wee dog is suffering. They say it is a warehouse problem due to a new system but who on earth set up a new system and doesn’t test it – especially when they are dealing with life and death medications. All they want is your money and then you’re on your own. My dog will be on his medications for the rest of his life but there is no way that they are getting my money. Avoid!”
“Absolutely useless! Placed order for insulin for my dog and was told it would be delivered within a couple of days. No insulin, no message or phone call. Spent 35 minutes in the phone queue and was assured that my order would be out to me next day. Nothing again. Another 30 minute phone call. Explained that I was really concerned as my dogs insulin supply was very low. The man I spoke to was totally unconcerned and just kept saying fingers crossed you will get it by Friday. Friday came and went, still no insulin. Monday couldn't even get through on the phone to anyone. Email and asked please reply- nothing. emailed again Tuesday- nothing! Had to go to vets and get an emergency supply of insulin.
Phoned again Wednesday was told, fingers crossed you will have it on Friday. Guess what, NOTHING!! Rang again and spoke to anther person who informed me that my order hadn't even been processed and they do not deliver insulin on Fridays. Unbelievable! The staff couldn't care less about your pet and will tell you anything to get you off the phone. I was asked if I wanted to cancel and re-order as this would be quicker than waiting for my original order. When i said no She the had the cheek to say I probably couldn't afford to pay for it as I wouldn't get my refund from the first payment immediately.
Cancelled my order and would never use them again. My advice would be if you care about your pet then avoid this company because they certainly don't care about you.”
“ordered prescription medication on 16th september and been chasing them up, now been told on 2nd october there is no stock and the order has been cancelled. The meds ran out a week ago had to purchase emergency supplies from vets. Have now ordered elsewhere and will not be using Animed again, even though I have been a customer for years. Just waiting for refund of several hundreds.”
“I placed my first order in and got it no problems but the second order I have been waiting since the 14 th of sept and had to order from another company I have emailed and phoned but have had no reply”
“Really poor customer service, our insulin order has been delayed by 9 days and without me chasing and asking I'd have had no further information from them. It takes 20 minutes to get through to them on the phone and the all customer service people can do is try to reassure you then nothing changes, and the only way you find out nothing's changed is by calling them again.”
“They have let me and my dog down she needs heart meds they are nearly impossible to get hold of and when you do it is the same story about a change of warehouse I emailed and rang was told I had to inform them within 20 days although the only email I received was to say deliveries were delayed I asked for a refund and was told no I now have to buy from the vet I am so annoyed and feel cheated they don't deserve one star”
“Where do I start ? So my dog has terminal cancer and Has been on a cancer medication for the last 6 months I can say I stayed with Animed as orders were good and on time . Apparently they have had a new system put in that is meant to make orders easier and quicker but is now having technical glitches arising ! So I scanned my prescription on the Wednesday and phoned the order the next day this went fine but there was a query written on the prescription by the vet the person on the phone said would find out what this was so Friday when I didn’t hear anything back I called waited for 45 mins to get through then had to wait until Saturday to tell me they couldn’t read the prescription so had to fax it ( so this was now 4 days delay . So after a few emails and about 6 calls still no order gone thru (after saying it would go on as urgent ) so 9 days later called and actually cried on the phone to the lady ( I don’t blame any of them they are only doing what they are told they didn’t fit the new system ) she told me to cancel the order and try somewhere else so after paying an emergency 1day medication of 79 pounds from my specialist vets I have no medication for next week. I have gone on to another site but some of the order is out of stock so I’m really aggravated now so if you have got around 3 weeks to wait for your prescription your be ok otherwise don’t bother ! Stress levels are high”
“Same as everyone else paid for Express and my prescription is not here yet! Indeed it still hasn't been picked or packed when I called 20 mins ago and have no idea when it will be actually sent out. Avoid using this company please. Save yourself the heartache.”
“I've used them for several years, with dispatch times being OK, but never again.
One order they failed to split, despite it containing urgent medication, due to the vets cocking up and not sending them the prescription for the worming tables. Had I known I would have split the order to avoid this and let them incur extra postal charges (the order was big enough for me to place them separately and qualify for free delivery!)
Next order placed was a separate one to get said urgent medication out - that prescription HAD been sent by the vet. It arrived TWELVE days after ordering, with only 12 tablets as opposed to the 56 ordered and paid for. I'm now £54 quid down by having to go my vet to get emergency supplies. Sent them an email 3 days ago about this and no acknowledgement, despite me complaining about it when a nonsensical email was sent by their prescriptions team about a prescription missing from the original order. A VET read and replied to this email, yet obviously felt it not in her remit to acknowledge the error, alert whichever team is responsible for incorrectly dispensed items, and certainly wasn't going to apologise for it or rectify it. A qualified vet who joined the profession to help animals, yet is quite happy to allow an animal to go without medication - just as well this owner has the credit available on a card to pay the 300% mark up to get it from their vets, huh? Many haven't, which is why we use you in the first place!
Which leads back to said original order; the missing prescriptions for which, were emailed to them 6 days ago. The nonsensical email told me that there was still a prescription missing. No. Whoever actioned that email, only put one of them on file! I replied to that effect and got told to cancel the order and place it again. What?! The order has been placed, you have all relevant prescriptions! Pull your fingers out and get it right!
And now let's move onto yet another order, with Express Delivery paid for, as it's urgent thyroid medication (having paid over the odds to get 10 days worth from the vets, given Animed's recent performance), and 5 days later it STILL has not been dispatched!
Summary:
-Orders not split.
-Medication missing (pretty sure this will fall under some offence under the Medicines Act)
-Emails not acknowledged.
-Mistakes that put a pet at risk, ignored when qualified vet made aware.
-Prescriptions incorrectly put on file.
-Order times the absolute pits.
I don't give two hoots if you're updating systems or what you're doing in your warehouse. If that's the reason for the delay then it should be made ABSOLUTELY CLEAR on your webpage that up to 2 weeks need to be allowed for delivery, even when it comes to Express Delivery. To take orders and then not fulfil them in a timely manner is NOT acceptable. Some orders are for controlled medicines, some for life threatening conditions, for heaven's sakes!
Never again. Avoid like the plague.
I'm taking my business elsewhere. And if the outstanding orders aren't dispatched on Monday, via Special Delivery for Tuesday, I will be cancelling the orders, to the tune of £250 and at least £100 each month thereafter, taking my business elsewhere (it'll no doubt arrive before you get your act in gear anyway!) and reporting you if any offences are established.”
