“There was a cute bandana in our package, along with the invoice and greetings card....all very nicely done,...and there was some cardboard-like wrapping paper in the box that probably was meant to protect medication from bouncing around, but there was absolutely NO MEDICATION in the package. I double checked everything even hoping that maybe there was a blister pack of pills in the thick envelope....Nope. This could have been a great experience,...but I have 5 days of Lucy's pills left with nothing to give her after that.”
“I live in Hawaii and you selected USPS Ground. My dogs rx got trucked accross the US, waited to to be placed in a shipping container in San Franciso, CA, loaded on a barge, then floated accross the Pacific Ocean to Oahu, the wrong island, then sent by boat to my island. Its over a month late due to your shipping method. I was promised a replacement by a faster shipping method. But no details or product ever arrived.”
“It was difficult to order medication for my dog (back and forth emails to merge accounts and then my email was updated incorrectly after a phone call) and once it was finally ordered, the delivery was lost. No I’ll have to reach out to customer service again.”
“I did not think that you would charge more then my vet for the trifexis, you were 10 more expensive and with the vet a get a 20 dollar rebate. Why would anyone want to buy from you??”
“Worst company ever did business with. Absolutely horrible experience, stay away!!! Took almost a month to process order and got my prescription verified same day checked on it. Charged my without my permission for additional item did not want and stole my money!! Illegal fraudulent company!!”
“Not enough advance notice to cancel order before it was shipped! Was shipped before the number of days I was told it would take to contact my vet, did not need refill yet. Extremely frustrating and did not want to accept shipment but unable to stop. Very unpleasant experience.”
“Sent my package to a 5 year old address and will not reship without charging me. Very poor customer service. No recourse even if package is returned to them. I am out 160.00.”
“Not enough promos available for existing clients compared to other online pharmacies.
The amount of time between the vet approval and you packing and shipping is quite long, especially compared to other available online pharmacies. I havent given up yet, but would like to see more done for loyal customers placing bulk orders.”
“I placed an order with you using a coupon code, but then it took several days for you to contact me to let me know that my order exceeded the amount/cost to use the coupon code. Not sure why then the coupon code didn't trigger something in your system (I'm a new customer and signed up for a subscription so the code conflicted with the subscription). I was told that I could get a lower quantity to stil be able to use the coupon code but at that point I didn't care because I just needed the meds. I had ordered a different medication from another pharmacy after I ordered from you because no one else carries that medication and it came before I got this order. Once I spoke to Koala and told the representative that I needed the ASAP medication because my vet is over 2 hours round trip she put urgent on the order and it went out that day. That's awesome! It was shipped from Boston and I live in Maryland but then USPS is not great and it went from Boston to Colorado to Maryland and took way longer then was even necessary and I know that part wasn't your fault, but this medication didn't need to be forumlated like the one that I have to get from the other pharmacy so what the heck?? It is way cheaper from you and I don't have to drive 2 hours to pick up from my vets office but I need this medication to help put weight on my 8 1/2 lb cat who is 11 years old who should be at least 11-13lbs who is otherwise a healthy cat who just can't seem to gain weight and is on kitten food. If I can't get the medication from a reliable source I need to move on.”
“You say you can change your auto ship and have 3 days to do so. I have tried to change it 2 times and no one answers your phone or replies to email and you ship 2 days later and don't bother with seeing if people need changes.
I am canceling and not using Koala any more. Chewy is 100% more customer service oriented.”
“Took a full week for the meds rhe ER vet prescribed to arrive. And even there was only 1 of the 2 as there was some issue with being able to supply only a weeks worth of an antibiotic for an ear infection. Definitely not a full service pharmacy nor 1 that put my pets health and pain ahead of their own profit.”
“3.8 mg of apoquel was hit on web site and it sb 16mg. And was sent to vet for approval and paid. No returns and was told to order more at 16 mg and pay 250 more”
“Sent me the wrong product. It was not what I ordered. I requested to send it back & replace it with the correct product. They refused to do that & would only issue a small refund. SOMETHING WENT WRONG WITH YOUR WEBSITE. I DEFINITELY ORDERED THE CORRECT PRODUCT. THIS IS THE FIRST TIME USING YOU & WILL NEVER USE YOU AGAIN!! YOU HAVE LOST A LONG TIME CUSTOMER. I DONATED THE PRODUCT TO THE HUMANE SOCIETY.”
