“Delivery of order was way too long. After finally receiving the dog treats, I was surprised. They just look like pieces of plain rawhide and my dog refuses to eat them. Waste of money. Will not be ordering anything else in the future.”
“Having worked with Koala in the past with good success, I was disppointed this time around due to the confusion over pricing for an expensive product - that was eventually partially resolved. I do a lot of pricing and purchasing on line, and Koala had a price on Google that seemed almost too good to be true. Well, you guessed it! The advertised price was no longer applicable, but none-the-less, still advertised. But that's the price I insisted on. The disagreement went on most of the afternoon with two very pleasant ladies talking with me - then a supervison and back again several exasperating times! I also need to mention that the previous orders did not include tax, and when questioned, no good explanation. Middle ground was eventually reached - but not at the advertised price which still bothers me. Especially when the company's policy is to give a discount price ONLY for "first-time buyers!"”
“Order placed and got no update for 10 days re shipping. Called and found out it was out of stock but was not notified. Product shipped immediately that day. Poor communication, and I don’t believe it was out of stock coz it shipped out the day I called. I think order forgotten. Found out from the rep that most processes including updates on shipping are manual. Pls automate and get consistent. Love your service otherwise.”
“I placed my order on 12/3, the vet sent the prescription on 12/5. It did not deliver until 12/16. This is a significant delay in which my cat ran out of his medicine and I was forced to buy several pills from the vet to hold him over. The price from Koala was really good, but now that I know they need almost 2 weeks lead time, I'll order much earlier in the future.”
“When I speak to customer service on the phone, the person is friendly, experienced, and provides five star service.
In my opinion, the app needs some work.
1. When shopping for prescriptions: I would like to see more quantity options and a comments/notes section. Example: Prednisone only allows for 30 days of product.
2. I would like to see my pet's prescription status. The app doesn't allow me to see if I have any refills. Example: If I know 0 refills is available, when ordering, I will proactively call the vet to get the prescription sent to Koala.
3. When Koala requests a prescription refill, I would like to see the date of the request on the app instead of verifying so I can followup.
4. I would like to be able to choose the vet the refill request should go to. I have had a lot of confusion, and order delays, because the wrong vet received the refill request.
To sum up, customer service is stellar (I have recommended your company to friends), the app should work like a human mail order pharmacy.
Thanks so much.”
“I get frustrated with your service. Everything is supposed to be auto-refill but I don’t receive notice of upcoming orders and I end up having to call to check on status. A couple times the scheduled refill date would have resulted in her running out of medication.”
“This review was written on 12/11/24:
We started using Koala Pet over a year ago on 9/11/23 it has been over a year now.
I really like Koala Pet when we first started and I appreciated how great their customer service was and how easy it was to order pet meds online. Additionally, I appreciated the free shipping and how they include needles with my pet's medication.
However, as the time has gone by and with recent price increases, I am officially starting to look at other options.
For starters, I really dislike how I can't make changes to our subscription online such as being able to change the refill date, cancel or pause orders, or upload prescriptions to avoid prolonging processing times. In order to do any of the aforementioned, I have to call the customer service line to be able to do so. Customer service is only open Monday through Friday, 8 am-5pm Eastern Time. This makes it difficult to for those of us in the west coast and if you need to make any changes over the weekend, then you have to wait until Monday.
That's my next complaint, I strongly believe customer service and koala should be open 7 days a week. Koala is in the business of refilling MEDICATIONS. I strongly believe anyone in the medical industry should work 7 days a week. Health doesn't wait just because it's the weekend.
Additionally, there should be an option offered for over night shipping at the cost of the customer.
There have been times where I have messed up and administered my pets injection wrongly and the medication was wasted so I've had to reorder. However, for me to receive more meds it will always 10+ business days. It takes 5 whole business days for Koala to process the order and another 3-5 for shipping. This puts us in a serious life or death situation when your dog needs medications to live and you are out. Their health doesn't wait for corporations to get it together. Over night shipping should be an option.
Lastly, the cost of medications increased this October with ZERO prior notice.
We order two medications from Koala. Both of them went up without any notice or explanation for the increase. A 6 month supply of 5 mg. of Prednisone went up 290% from $8.55 to $33.35. A 4 mL vial of Zycortal Desoxycorticosterone went up 37% from $214.69 to $294.42. As customers, we are being asked for more money for medications our pets need to LIVE and we cannot even get a heads up, an explanation and faster processing times??
Koala really needs to decide if corporate greed is more important than holding on to their customers.
After over a year, I am thinking it's time to get our dog's medication elsewhere if things don't improve in the near future.”
“My koala, as a pharmacy, has been great. However, which I know koala has no control over, USPS shipping sucks. My last care package got all the way to Indianapolis (I live in IL) and then was sent to North Carolina.”
“First time I had issue. My last auto-fill of tartar chews I said to postpone order since I still had a bag of chews unopened.
But you submitted order. So now I have 2 unopened bags of chews.”
“My vet transferred me to Koala and moved my prescription over for my dog. I made an order and never heard anything back on it for about 2 weeks. I looked into my account and saw that it said I needed to contact the pharmacy and there was action needed on my account. I sent an e-mail and did not receive an answer during business hours so I called the pharmacy phone number. No one answered for about 30 minutes so I used the option to have a rep call me back. Within 5 minutes, someone did and was able to see why the order was on a hold and fix it. The order was sent out and delayed but my assumption is it was delayed due to Thanksgiving.”
