“I ordered my dog apoquel.
My vet approved the medication and it took over 2 weeks after that to receive the medication. I had to go to my actual vet and get a weeks worth of medicine because it took so long to ship and deliver.
Hoping for a better experience the next shipping or I am going to cancel.”
“I ordered medicine from koala based on their promise of a fast turnaround. Over a week after my vet sent them all of our info they still hadn’t shipped or communicated with me. Finally almost two weeks after I placed my order they told me that they didn’t have the medicine so I cancelled the order and THEN they shipped it and charged me so I had to deal with that.
I would not recommend koala to anyone and will not be considering them again for needs for future pets (my dog died waiting for her medicine).”
“Ordering a refill and having it take a month to receive is unacceptable. It took reaching out to ask the status and then arguing that I had already done the loading dose and should therefore be able to order a full month. It’s easier to get narcotics than allergy meds. I will not recommend to friends or renew my order.”
“Sent me the wrong thing in the mail, when I called the lady laughed, so I explained it again and she didn’t even tell me she was putting me on hold.. so annoyed”
“Received a Soresto collar that my dog no longer uses. It’s in sealed packaging - unopened and I can’t return to you. Chewy would have given me a full refund and told me to donate the collar”
“I called and requested my delivery date to be changed as I was on vacation and wouldn't be home to get it. I was given a delivery date for after October 9th. It was delivered on September 30th, so apparently the date change wasn't relayed. So the package was in a very hot mailbox for 6 days as I live in Florida. I will call my vet to see if it is safe to give to my dog since it was exposed to so much heat. Needless to say I am disappointed. Lois Fishback”
“It took over 2 weeks to get my order! The first week they sent an email saying what was prescribed by the vet was off and I had to approve it, so I said yes, thinking it would be shipped out the next day. It wasn't. I live in Delaware. It was shipped from Boston. 12 days later I checked the tracking. It was sitting in Arizona! Doesn't make sense at all and I will never order from your company again as my cat had to go without her prescription for some days because of your company!”
“The order took entirely too long to arrive. I had to call to find out where my order was and what the issue was. After the call I was told it was being shipped but it makes me wonder if I had not called would I still be waiting.”
“The medicine for my dog was never delivered. I was in contact with your help department for months to get a replacement package or a refund. Every time I was told “oh don’t worry, I’ll put that order in” or “yes we’ll process that refund now”. Neither ever happened. My vet called multiple times to try and help, nothing ever came of that either. So not only did I lose over $300 on medicine that never arrived, I had to go spend that same amount of money on chewy to rush ship the medicine, so I’m really out $600. Your help people are the most incompetent I’ve ever encountered and your internal systems for processing issues are just plain broken.”
“One of the meds was received two weeks from the date it was ordered, another medicine was not received at all. You have not been bothered to inform that you have not had the medication. You are a garbage company. You are a trash.”
“Communication/order updates are slow/poor. Shipping speed is extremely slow and I do not like that you have to sign up for auto ship, no option not to. Overall not vey customer friendly.”
