“Very personalized touch type company, but wish there was a reminder sent before meds were sent when subscribed. It is also hard to figure out how to cancel a subscription.”
“Great pricing but meds took forever to be validated and shipped to me. After waiting 4 or 5 days, I reached out to Koala for an update on my order. My vet sent the prescription on day one (We called them to verify) but for some reason, Koala was not in a hurry to get it to us. At day 5, I received an email asking for my help as the claimed what was ordered and prescribed were not the same. The items were exactly the same in the email though - the one that was ordered and the one that was on the prescription. I emailed them back but did not hear back so I called them. When my order was pulled up, the rep was also confused as to why the order was held up as the items matched exactly. I then asked to see if we could have the order expedited to our home. I was told it would ship out the next day and be expedited but neither of those things happened. It didn't ship for 2 days and was not expedited at all with shipping. Just standard run of the mill shipping. So from start to finish took almost two weeks. My poor dog was without her meds during that time. Was trying to not get gouged at the vets office for the price of the medication but will have to just bite the bullet next time or try a different service. I was fully expecting a bit of a delay in getting the meds but nowhere near the delay that happened.”
“It shouldnt take two weeks from the time I place an order till when I receive the item. I know my vet had sent in the prescription the day after they received the request.”
“I was not overly impressed to be honest. I ordered an two items from your website. One was for a 12 month supply of heartworm medication. After placing the order I received an email stating that the current supply on hand expired 09/25 and an adjustment needed to be made. I guess my question is, then why is a 12 month supply still listed on your website?. The options listed offered a 9 month supply at an even higher price. Not sure why your customer should have to pay more for an inaccuracy on your website. When I called to get clarification, the representative I spoke with was rude and dismissive in my opinion. Her tone seemed to indicate that she could care less and to just take it or leave it, what do you want to do. Very disappointing first experience. I hope someone in management will monitor that call. Your paying customers deserve a better experience.”
“I am asking for an invoice to send to my pet insurance and I was just sent a shipment receipt which they will not accept. If you can't provide an invoice, I and others, will not be able to use your company.”
“Order process was a nightmare! Order was supposed to be rushed, but was not. After a call to our vet who placed the original order, then called Koala, it was supposed To be over nighted, it was not! My dog was without his heart meds for three days!!! Not acceptable!!!”
“My order could not be competed as ordered due to the dosage and vet prescription. My one time order was filled but with the 3.6mg rather than the 16mg prescription needed resulting in the cost per dose being $7 rather than the expected less than $3 so this actually cost me a lot more for a lot less... even with the credit for a new customer.”
“They doubled my order for Simparica within a week. They would not refund me the $180. Or allow me to return it. They said it was too late. I had to pay a large amount for something I won't need for 6 months. I'm going back to Chewey from now on.”
“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.”
“Took more than 2 weeks to receive my order. Koala requested my order need attention before it was sent but never contacted me to inform me of this. Even after their hicup they did not rush the order.”
“The shipping was extremely long. About a month. It would have been much quicker for me to go directly to my vet. Especially since the medications I needed were time sensitive. Otherwise the box presentation was nice.”
“It took an exceptionally long time for my prescription order to be processed - over a month. Part of that was due to my veterinarian being greedy and refusing to electronically confirm the prescriptions, but even after I mailed in the paper prescriptions, it was weeks before I got my order.”
