EntirelyPets PharmacyReviews 389

I have monthly auto-shipments set up for the SAME two medications for my dog. Three months ago, the shipments starting arriving with one of the two meds missing. It took nearly 5 additional weeks to get the second med shipped to me April and May. In June, I contacted customer service to inform them about the missing med in the June auto-ship and the customer care rep told me he would take care of it right away and I would receive an over-night shipment. I never received a shipment and when I called one week later, the next customer rep had no idea what I was talking about and I had to start the whole process over again. This rep also told me I would receive the shipment right away, and one week later I had to call a third time to ask about the whereabouts of the shipment. This time I spoke with a female who told me I would receive it within 3 days. Another week goes by and I call customer care, this rep informs me that the last rep quit her job and so my order was lost. He assured me he would send the shipment overnight. It took 4 more days to receive my shipment and the medication that arrive was the WRONG MEDICATION. They sent me a medication for a cat, and my pet is a dog. I called customer care again today and the rep actually hung up on me when I started discussing the history of this issue. I called back 5 more times and he continued to hang up on me. The customer service is ATROCIOUS at this company and I have had to go to my vet's office to purchase the medication every week for the last 3 months while I've dealt with this issue. It is impossible to reach anyone at this company who works in management and impossible to reach anyone at this company who will actually resolve an issue with a shipment. DO NOT USE THIS COMPANY!

This was the absolute worst customer service experience I have experienced. I ordered meds for my dogs on 4/15/2017 and the order is still "Pending" to this date, 5/24/2017. I have contacted them multiple times via email and have not received a response from them in weeks.

We called them last week and they claimed that their system was down. They called back and claimed my wife put in a separate order who never did such a thing. I then received a call from a rep who was clueless to the situation and didn't seem to understand that the order was placed on 4/15. She then said that they will have to fax the subscription, once again although my vet had already acknowledged the previous faxes.

By the way, Entirely Pets doesn't call your vet's office to verify they received the faxed prescriptions, they just constantly send the faxes. That's terrible customer service and if it's not a policy of theirs, then they need to make it one. Waiting weeks just for the vet to send back the fax is unacceptable. Do your due diligence Entirely Pets.

Since my vet's office had closed for the day by the time EPP finally reached out to me, she said that they will have to until Monday. I followed up with EPP again Tuesday (yesterday) and I still did not receive a response. I am now cancelling and never shopping with this company again.

I was told the charge will not process until item is shipped out. On 5/18 the charge went through and I was advise I will receive the tracking number shortly. Last night 5/22, I left voice mail plus sent an email but no one got got to me. This morning I called and was told again the item is being packaged and process for shipping. Lies after lies. I really don't know how they can stay in business by changing people money and doesn't ship out the items? I had to dispute the charge with my bank, now it's being investigated.

Non existent customer service, no updates. I emailed several times to find out where my dog's meds were, and i was told my vet wasn't responding. Vet said no request received, and she also said she had okay'd the RX for a year the end of October. I saw that on the old bottle, and emailed again, only to be told they have new computers and the vet's approval was lost. I fought with this company for over a month. I demanded a refund, which I got 2 days later. The day I gave up on these people I contacted another online RX service, and they got approval from my vet the same day, and mailed it out the next.

Since I've used and have been quite happy with Entirely Pets selection, cost and customer service in the past, I thought I'd try their pharmacy website. BIG mistake!

According to their website:

"Please allow up to 3 days for new prescription verification and processing. If you have a prescription on file, your order can ship out the next business day.", and

"We generally ship orders within 24 hours after they are placed."

Ha! So not true in my case.

I ordered 2 pet Rxs on 1/22/17.

Since then, I've been trying to get status on this order for over 3 weeks. They finally charged my credit card on 2/8/17 and said that it had shipped (after several previous phone calls to them where they also told me it had shipped).

Three days later, I emailed them asking where my package was or what the tracking number was. I did not receive a reply.

After not receiving the package 5 days after it was "shipped" (I'm in a 1-day delivery zone for First-Class USPS, BTW, for this location), I called my credit card company to cancel. The credit card company then called Entirely Pets to try to cancel and they were told it had shipped and therefore I can't cancel for a full 14 days after they said it had shipped!

So, after being led to believe that a time-sensitive pair of prescriptions would be sent out within a few days, it'll be one full month next week before I can contest the charge. I was also directly told by Entirely Pets on the phone that the items had shipped, when in fact they had not.

I now have to go elsewhere for these products, as we're almost out (good thing I ordered over 3 weeks in advance) and likely will still have to again deal with the credit card company next week when I don't receive the Entirely Pets order after one full month.

One of the worst customer experiences I've ever had.

(I've attached today's online status for my items. Note that it says "Warehouse" for all of those items that are pending. This means either: their online status checker is wrong, or they lied to both me and the credit company).

Placed and order Sept 02. I called the customer service dept after 5 days when I noticed that the status was still pending. I was told that the vet approved the order that day; the product would be shipped within one day. Two days later no change to the status, I called again.

The prescription was on backorder Sept 02! I was NOT notified of this, yet my credit card was billed the same day, before my vet approved the prescription! Companies charge the credit card when the product is shipped, not before! They failed to communicate about shipping, yet the email I received from them stated, If we have any difficulties with this (the order), we will either call you or email you again. Never received any communication. In their web site it states, We do not bill customers for their order until after the products have shipped. Clearly this did not happen!
I asked them why they didnt contact me. Their response, " I am sorry for the inconvenience"; they would send the product when restocked. They had no idea when that would be.
I asked to speak to the supervisor! I was told me that he had left for the night, it was only 5 minutes before closing and they only had 3 customer service reps, two were new. I then asked to speak to the person she reports to when the manager was not available. No response.
I have been a manager for CS for 15+ years, there is always someone assigned for escalated calls such as this one. Needless to say the next day when I spoke to the manager the order was cancelled, refund to my credit card and the manager was to call my vet to explain that the order had not gone through, that another company would make another request. Still waiting to see that credit on my credit card!

I ordered some heart worm meds for my dog and didn't find out for over a week that the order was waiting on my vet's approval. I found this out from my vet and not from Entirely Pets Pharmacy as it should have been. I was able to purchase the same prescription from my vet for less money. I'm still trying to get someone to confirm a refund to my credit card without having to file a dispute. I mistakenly ordered from here instead of PetCareRX because somehow Entirely Pets Pharmacy was spamming my email account. Won't make that mistake again.

We have 9 retrievers, and therefore try to control costs where we can, and order certain items online. After doing business with California Pet Pharmacy for a number of years, they shorted an order of Heartgard by 4 doses and would neither replace them or issue a refund. So I tried Entirely Pets Pharmacy as we have been purchasing Joint Max from the regular Entirely Pets site them for quite a while, 6-7 years at least with no problems. The 1st purchace of IverMax Plus arrived in a reasonable time. Our 2nd order took 3 weeks, and they could only supply 3/4 of the order, and charged $6.95 for expedited shipping! Their communication is also worse than poor. We won't be back, and I have canceled the autoship on the JointMax and plan on using a different product since we can't find JointMax anywhere else. I have read some unfavorable reviews here about the regular EntirelyPets online store, but our experience was OK. Their pharmacy unfortunately has poisoned my trust in the company ENTIRELY. N. B. - Beaumont, Texas

Don't call this an internet company. That's a misrepresentation. You cannot change an order, cancel an order, change an auto-ship order, or update credit card information on the website. For all of these things you must call their office. Which is open 9-5 M-F Pacific time. Too bad if you're in a different time zone or work different hours (like me). I received multiple emails from them saying my credit card had expired, but when I left a message I heard nothing back. Did they expect me to leave my bank info on the phone? Or in an email? When I finally got hold of them, I asked if they would cover expedited shipping because my dog was now completely out of medicine. They said no, because they had had to contact me multiple times (so it was my fault). I said I thought that was a bad business choice for them but they really didn't seem to care. So, won't be using them again. It's a holiday weekend. God know when I really get the meds. I certainly don't trust them to get them here by the day the promised.

I've ordered three times from Entirely Pets and all three times got horrible service. They fail to communicate about shipping orders. When phoned to get a status, they make up excuses such as "we got the wrong fax number" and so on, even though I'm registered as a customer on their website. Instead of listening, they blame the customer for late shipments. Each of the three times I've placed an order they have failed me completely. This most recent time it has been about three weeks without my pets needed medication and I finally had to cancel and buy from the local vet. Whatever you do, don't do business with them or you will suffer the same fate.

* After ordering a prescription and giving my vet information, I received a confirmation email.
* After three days and no update, I emailed and called (no one answered the phone, I had to leave a message).
* I had spent time emailing and calling several times, I was finally able to get someone on the phone. ( the connection was very odd, and sounded like the guy was in his bathroom).
I was told the order hadn't gone through yet since they were awaiting a fax reply from our vet.
My vet confirmed they sent the fax the same day I placed the order.
This took so long, to get to the bottom of that my can ran out of her medication, and I ended up buying the medicine through my vet at the higher price, and still await the delivery of the medicine.
What a waste of time effort this company was for me.

Next time, I will go with the higher reputed services, or just buy from my vet at the higher cost.