“I work at a vet's office who uses Koala Pharmacy but I also order some of my pet's meds from Koala. I love the prices and customer service. I do have a couple of suggestions that I believe would make for much happier and less frustrated clients (myself as well as some of our clients who have used you). Requiring subscription orders instead of allowing a "one time order" option can be a bit frustrating. Sometimes there may be a medication needed (i.e. a dewormer for a specific issue) that is only needed one time. Secondly, the client should have the ability to log in to their account and cancel or edit their autoship theirselves. It is very frustrating to have to call or send an email to have someone from Koala to make those changes for you. Thirdly, the order frequency option is very limited to a 30 day or 60 day. For example, I recently ordered a 50ct bottle of Vetmedin for my pet, that bottle last her 50 days. Because there was not an option for 50 I just chose 30 day (since it made me choose a frequency) A few days later I received an email from Koala wanting to change my order to a 30 ct since I had chosen a 30 day supply. I had to email back to say no, that i wanted to get the 50ct bottle which they gladly shipped. However, because of this my order was delayed shipment by several days. That could have been avoided if I had the option to select a custom amount of days for the frequency for the quantity I purchased at the time my order was placed. Thanks for your time!”
“3 different prices quoted - online, on the phone, and on my emailed order confirmation. I even asked the lady on the phone to verify the cost, as I'd received conflicting information. She assured me the amount would be the same as my emailed order confirmation. However, the next day, I checked my bank and the transaction was different than any other price I'd seen. The prices were very close to each other, so this didn't cause "damage" per se, but I would've appreciated factual information from at least one of the 3 sources of information (if not all of them). I lost trust in Koala Health's ability to charge me the correct price.”
“It would be helpful if there were more options when ordering online. I needed to change my order but had to call instead of having the option to update online.”
“For certain meds, they're about the same and affordable. There are some that are a bit more pricey than my local vet's. But I wish they'd call instead of email if there's something wrong with the order or if something needs approval. I'm not very good with emails especially with all the spam.”
“Excellent product and presentation upon delivery. I was able to call customer service and spoke with friendly and knowledgeably representatives. Additionally, the cost was great! The "average" score has been given due to the process and amount of time to complete the order. After placing the order, I received an email that my vet had not authorized my prescription and perhaps I should reach out to speak with my vet. When I did contact the vet, they stated that they had not had been contacted from Koala. In contacting Koala, they stated that they had just reached out and gotten verbal confirmation from the vet and would begin to process the order, which could take three more days before shipment would be processed and another five to seven days for delivery.”
“I appreciate the discount for our first purchase and using auto ship, the syringes that were provided along with the medicine, and the sustainable packaging for shipping. However, it took several communications between me, our vet, and Koala to straighten out our prescription and costumer service isn’t available on weekends. Thankfully Koala was able to rush the order at my request so we could stay on track with the injections.”
“I'm not happy that I no longer have free shipping on a substantial regular order, especially not having any prior notice of this change. Nor of the price bump. Until that happened, everything was great. TY.”
“It took a long time for the package to arrive. These days we are so used to deliveries in 1-3 days. So, 9 days is pretty long. Other than that, everything worked as expected. No damage.”
“My Rx took nine days from the time you received the script to delivery. I feel this is excessive I will gladly use your pharmacy for products that are not needed in a hurry , like antibiotics or pain meds , for those I will find a supplier that can deliver much quicker”
“Service way too slow. I ordered this product as soon as I realized I couldn't find it locally, and hoped to receive it right away because I was scheduled to have hip replacement surgery. Unfortunately, the company refused to accept a digital Rx and instead emailed my vet, and the email went to their spam box. Rather than be proactive, it was up to ME to contact both entities to figure out why it was taking so long. It was my vet's office that managed to sort things out. Even after everything was finally straightened out, it took longer than I would have liked for the product to finally be delivered to my door - one week AFTER my surgery. I cannot drive right now and my husband is overwhelmed with taking care of me, household chores, and all of our pets. If this product had been delivered timely, I could have taken care of getting our cat to the vet and getting the port installed. I doubt I'll use Koala again. It just isn't worth the hassle.”
