“Extremely disappointed with your company not being able to follow requests to change processing dates. I am going to cancel as it is more work than it is worth to keep your shipments being processed when I request them.”
“My order was placed for pain medication for my pet on 9/26 and I didn’t receive it until 10/18. My pet had to go without medication for almost a month. Unacceptable. Unless the service improves, I do not have a recommendation to utilize this company.”
“I placed an order for an item that did not require a prescription on Oct 4th. I heard nothing more until I called and left a message on Sunday Oct 13th. I received no direct response to my message but did receive an email Monday that it was shipped on the 14th. The shipper didn't get the item until the 16th, and I didn't get it until the 18th. That was an unacceptable wait, and there should have been some personal response to my phone call since I had to take my time to make it.”
“No response to mutiple emails after not receiving any indication of shipment or arrival date. Received automated email stating shipped and arrived on same day.
Pet meds were not in stock but no indication of stock out when order was placed.
Chewy delivers in less than a week”
“I ordered five boxes of a medication for my cat. The five boixes would cover 2 1/2 months worth of treatment. After a week of not hearing anything about my order - I followed up and was told that my prescription was worng. It was not. Then I was told I could only order one months worth. That is not true. Then I was told that I could order 3 months worth or 6 boxes and have it setup as an automatic renewal. If I wanted auto renewal I would have set that up. I insisted on five boxes and then after 2 1/2 weeks of communication was told that they would process my order. Then Koala proceeded to order and prcess six boxes. I am not sure if Koala understands anything about communication or if they even read my responses as it seems they do their own thing. Personally, I think they did not like the fact that I was using the Autumn Promtion for 60% off and they were trying to make me order only one box at a time. Well, I got six boxes but will not be ordering from them again. Saving money is good, but the run around I received in trying to process my order was unacceptable.”
“I thought this would be a great way to get flea meds for my dogs. But that is not the case, it took a very long time for you to mail the meds. It would’ve been so much easier to just go to my Vet and pick them up myself.
Not sure if I will use them again.”
“Offered a promotion of 1/2 price on flea/tick meds. Enrolled me for auto-shipment and charged full price. I'm canceling my service with Koala. Much cheaper elsewhere.”
“Went all the way through ordering for the first time afer we receiving an email from our vet about 60% off for the first order and then it doesn't apply to Bravecto. Probobaly going to cancel my subscription”
“Shipping/fulfillment times seem longer than in the past. It took about two weeks for one new med and a refill. When I contacted customer service they told me it had shipped, although my customer acct said it hadn’t. I asked for tracking and was told it had already been sent to me. Also, new shipping means boxes arrive damaged. Not the same Koala I’ve been ordering from for a few years.”
“The order process went fine. The problem was in shipping with the USPS and you really need to file a complaint with them. My package, which originated in Boston, MA and was destined for Waxhaw, NC, should have taken 2-3 days at most to arrive. Instead, it took 10 days because it first went to Phoenix, AZ, then Seattle, WA, and Atlanta, GA before finally arriving in Charlotte, NC and then Waxhaw. Fortunately, the packaging was great which allowed it to withstand all that extra travel and the product arrived in good shape.”
“Customer service responds but failed to send order out after I was told it was being filled. Kept asking if it was sent in emails but was reassured it would be delivered by Oct. 2
On Oct. 5th I still had not received.
I tried calling Saturday to see why I didn't get it but closed on weekend.
At least when I finally got them on Monday they found order was filled but not shipped and it was redone and they sent it priority but I had to go to vet to get enough to last me till delivery.
I have always recommended Koala but this gs have changed.”
“I was looking for a subscription service for my pets' meds. I saw an online ad for 43% off, which was the best price I could find, and noted that Koala was a small business (a plus for me). When I attempted to order, the discount was not applied. I contacted customer service, and after a lot of back-and-forth, the 43% discount was never applied, and essentially customer service told me that they had no control over the ad I saw. I even sent a screenshot of the ad, but it was still not honored. In the end, Koala did offer me a discount on that purchase, but I have since found a better price through another company, and informed customer service that I would accept this one order, but did not want to subscribe. To Koala's credit, they did ship my order promptly, and (apparently) before I approved the order. It was beautifully packaged, with a little dog kerchief. I almost melted, but decided It wasn't worth the risk of another misunderstanding. I really wanted to like Koala, and I was polite but firm in stating what I wanted. I have no idea if this is an isolated incident, but the same 43% ad is currently appearing on Google shopping. Surely other customers have encountered this discrepancy.”
