“I love the ease of it and the beautiful presentation. It’s just the prescription didn’t come until very late and I had to watch my dog go through a tough experience waiting for it. My vet is far away, which is why the ease of having the prescription come to us so appealing. But that also made it difficult to get her something in the meantime.
If I knew I could get them on time it would make the experience a lot better.”
“When I first started dealing with Koala I loved it. The price was very affordabel. It has now increased from $6 to $46 for the same amount of pills. That's outrageous! But my dog needs them so I'll have to pay the price. I can't say I'm happy about it.”
“The delivery was quick. But the pills crumble when split in half and nearly impossible to cut into quarters. Many of the pills are wasted and I’m not sure if my dog is getting correct amount of medicine because of how they crumble”
“My experience here with this pet pharmacy has been average. Not the quickest service to date and the fact that they only work Monday through Friday and do not have weekend availability over the phone is a drawback for me personally.”
“Unfortunately I'll have to pay slightly higher costs with Chewy as you only dispense as written. However if I just need or can afford a partial fill you won't. Chewy and human retail will.”
“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.”
“it took 2 weeks to recieve a very small common shelf item. This was not a postal service issue, this was an issue within Koala. I will buy elsewhere next time”
