“This review was written on 12/11/24:
We started using Koala Pet over a year ago on 9/11/23 it has been over a year now.
I really like Koala Pet when we first started and I appreciated how great their customer service was and how easy it was to order pet meds online. Additionally, I appreciated the free shipping and how they include needles with my pet's medication.
However, as the time has gone by and with recent price increases, I am officially starting to look at other options.
For starters, I really dislike how I can't make changes to our subscription online such as being able to change the refill date, cancel or pause orders, or upload prescriptions to avoid prolonging processing times. In order to do any of the aforementioned, I have to call the customer service line to be able to do so. Customer service is only open Monday through Friday, 8 am-5pm Eastern Time. This makes it difficult to for those of us in the west coast and if you need to make any changes over the weekend, then you have to wait until Monday.
That's my next complaint, I strongly believe customer service and koala should be open 7 days a week. Koala is in the business of refilling MEDICATIONS. I strongly believe anyone in the medical industry should work 7 days a week. Health doesn't wait just because it's the weekend.
Additionally, there should be an option offered for over night shipping at the cost of the customer.
There have been times where I have messed up and administered my pets injection wrongly and the medication was wasted so I've had to reorder. However, for me to receive more meds it will always 10+ business days. It takes 5 whole business days for Koala to process the order and another 3-5 for shipping. This puts us in a serious life or death situation when your dog needs medications to live and you are out. Their health doesn't wait for corporations to get it together. Over night shipping should be an option.
Lastly, the cost of medications increased this October with ZERO prior notice.
We order two medications from Koala. Both of them went up without any notice or explanation for the increase. A 6 month supply of 5 mg. of Prednisone went up 290% from $8.55 to $33.35. A 4 mL vial of Zycortal Desoxycorticosterone went up 37% from $214.69 to $294.42. As customers, we are being asked for more money for medications our pets need to LIVE and we cannot even get a heads up, an explanation and faster processing times??
Koala really needs to decide if corporate greed is more important than holding on to their customers.
After over a year, I am thinking it's time to get our dog's medication elsewhere if things don't improve in the near future.”
“I likw to be able to call my vet and have HER deal with the pet pharmacy, instead of my having to communicate first with the vet, then three times with the pharmacy. Time-wasting for me.”
“I liked using you all for the first time! My only real complaint is that when there was an issue with my prescription, I was never contacted about it. I only found out my checking the order after realizing it still hadn't come for days. I would have just liked an email or phone call reaching out to let me know i needed to do more! Otherwise, it was an easy process and I appreciate it!”
“I was unaware that when I placed my first order it was on autoship. I didn't receive email notifications about a 2nd order shipping. That order came damaged due to poor packaging. I can't return or get a refund.”
“Serendipitously, discovered Koala Health when shopping online for our puppy's flea treatment. Great price and ordering process. Will use again in the future. Thank you!”
“Everyone at Koala is extremely helpful and kind. I have had only a good experience with your staff. Thank you for caring about our furry babies. I will gladly recommend you to my friends.”
“Prompt delivery, fair price, adorable necktie for my dog and a special thank you notes even using Scooter's name.
I'll definitely order from them again”
