“Although the process of refilling your prescription is great, customer service is not in tune with best practices regarding your pet's death and what to do with unwanted unopened medication you received in the mail”
“I have really loved the Koala services and platform is super easy to use. I like having all my Rx in one place like this. Easy to make changes. CS is great and gets back to me in 2 business days. My only complaint is how long it takes to get my refills. Sometimes it seems to take over 2 weeks and my pet goes a few days without. Would be great if that was faster.”
“Very good delivery and packaged well. I'm really glad to find Koala, My Saint Bernard has a lot of allergies but needs tarter control. Virbac veggiedent Zen is extremely hard to find and even harder to find large breed. Thank you so much!”
“I was disappointed when my toy poodle was taken off this medication when she has a seizure (not from this medication) I could not return the unopened medication and receive a refund.”
“You are in violation of FTC's click to cancel rule. You cannot legally have customers sign up for a subscription on your website but then require them to email or call to cancel. Customers must be able to cancel via the same method they sign up as and cancellation must be at least as simple as signing up.”
“Generally good experience with ordering process. As not all veterinarians/offices allowed for prescriptions to be faxed or verify via phone, your website site should provide mailing address. This would expedite the requirement to mail in a physical script, without having to wait for an email saying that you were unable to get authorization via telephone and please mail to this address.”
“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.”
