“I love the customer service at Koala. I love the packaging and care taken to ship my dogs medication but boy does it take a long time to get the prescription compared to your competitors.”
“You held up my dogs prescription even though all my info was verified already it was sent on the slowest ship obviously and told me it was here when it wasn't. I'm very upset with your process”
“Twice I did not get my medication after specifically asking not to send it US postal
I was taken off auto ship as well. So when my dog doesn’t get the medication,I have to carry her and I have a herniated disc. I can’t trust your company anymore. It’s causing too much stress and grief in my life.”
“I didn’t think the communication was very good. I didn’t know you were having trouble filling my prescription. I would’ve liked to of been aware of that. My dog was one week late getting his heartworm and we were on a schedule.”
“I have used them for a few perscriptions, I am not happy about their auto refill program. There are no reminders that go out and with multiple pets with multiple refills, sometimes those refills aren't needed and by the time my card is charged and perscription is sent out, its too late. There should be a reminder that gets sent out so the customer can adjust according to the pets needs.”
“The process seems easy enough, in an it’s too good to be true way. We had to call our Vet and the conversation was only 5 mins at best making it hard to believe Koala diligently and earnestly tried to contact them. Additionally my original order was changed without my knowledge to increase the amount of Rx delivered by double and I was charged for it. I’m hoping this is a clerical oversight and not how Koala does business.”
“Made me jump through hoops sending the paper prescription by snail mail and then took days to mail out the meds even after receiving the script.
The cat needs it's medicine.
Also told them precisely what medicine and quantity I needed but then after the received the script for that exact medicine and quantity, they changed the requirements which delayed delivery further.”
“When I ordered the product, I received an email that the order was confirmed. Then about 4 weeks later when I was getting ready to leave for vacation and was restocking my dogs food, I realized I never received it. I called and they said I should have gotten an email that it was backordered. I didn't. When I asked how long it would be, they said they had no idea. Luckily, I was able to run to my vet and pick up a bag there before I left.”
“We have received pill bottles where roughly 1/5 were still intact. We've been provided shipping information and confirmations only to find no action had been taken for more than a week at a time, then upon initiating contact we are told "yeah, we were going to call you" be a member of your team. I have sent emails for over a week at a time with no response whatsoever. We've had to purchase small amounts of our pet's prescription at least three times at our vet's office because of Koala Health not shipping a refill in time with no explanation of why. And that's just what I can recall off the top of my head. I'm on a fixed income and if we didn't NEED the $60ish/month we save going through you folks, I would have parted ways long ago. And the one and only thing that directed us here from Chewy.com was a $40 off our first order coupon.”
“No one communicated that my order was being held up after change by vet that it needed my approval. Someone could have called me before waiting over a week to ship it”
“Koala has always been good to me, at least until this last time. They were going to send my last prescription, but I still had eight pills left. That was on like June 18th 19th. When I complained the first part of July is it okay thank you for your order and proceeded like it was a brand new order. So now my poor dog is lying here in pain, and I finally yesterday got his galapened.”
“Instead of just sending an email to get a prescription permission, how about CALLING them when you don't hear back? My Katie had to go a day and 1/2 without her lifesaving meds.”
“Prices are better than the other mail order service I was using. But the ordering process is not friendly. Twice I have ordered online and twice I have had to call to complete the order. There are still lots of us that are not on our email every day. What happened to just pick up the phone and call a person? Since there was a lengthy wait to get the meds my puppy with a heart condition needs, I still had to reach out to my vet and get "tied me over" meds.”
“The medication refills take FOREVER. I receive an email that the meds are being refilled, but they do not arrive for 2+ weeks. The meds run out before the refill arrives. You need to start the process a week earlier.”
