ComplaintsforCovetrus

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After being charged the correct amount of $170 from the veterinary clinic I visited in August (showing up on my credit card statement as the business visited with the correct address), I received a charge, also for $170, on the same credit card from Covetrus, ***********. Both have passed the "pending" section of my statement, and have been charged to my card.

  

  Business response

  08/26/2024

  We are not able to pull up an account in our system with the email address and phone number provided. I will make contact with the number provided and get more information regarding the complaint.

  Customer response

  09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 1st 2024 Order Number: ************* Shipment Information Shipping *********** Mail Innovations Tracking # ************************** Items in this shipment:Qty NexGard Chewables for Dogs Blue 10.1 - 24.0lbs 12pk 1 Sentinel Flavor Tabs Green ***** lbs 12pk 1 Sentinel Flavor Tabs Green ***** lbs 12pk 1 NexGard Chewables for Dogs Blue 10.1 - 24.0lbs 12pk 1 NEVER RECEIVED Called and canceled order This was an autoship from over a year ago, With our old address is ******** We called to have this order canceled company stated it was already sent, This medication requires a heartworm test to be done within a year before any new medications are sent this was over a year ago. I do not want this medication as I did call and cancel. Months went by I see a charge that I wasn't familiar with the company under the name DC DSP I had to look it up and find out its Covetrus for Heartworm ****************** & tick 1 year supply for 2 dogs. I did not get any of the medications so I figured its a closed issue. I then find out who it was a called back which they said they would give me 50% off I also don't need 50% because I dont want it. I just would like a refund and be done with the company. I will never give out any of our information to our Veterinary dont ever do any orders online they keep your information stored online. I would not recommend this company at all. this has been nothing but a huge headache. I have included a document of our address that we nolonger live at as we moved a year ago to ********.

  Customer response

  07/22/2024

  I have not heard from the business in response to my complaint.

   

  The address is incorrect,

  Our address is ******************************;

  Nokeville VA 20181

  We never received any medications.

   

   

  

  Business response

  07/23/2024

  Thank you for reaching back out to us regarding your order for ****** and Vixen. As we do understand that you no longer wish to have this product shipped to you via our AutoShip program, as well as that you are no longer living at your Maryland address, we would be happy to help to rectify this situation for you promptly! With that in mind, the remainder of your order has been refunded in full at this time. While it may take around 5-7 business days in order for you to see the remainder of that refund show back up within the account that it was paid out of, you will see those funds in a short time! Please do feel free to reach back out if you have any other questions or concerns, and we hope that this has helped to resolve this issue to your satisfaction! 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,I ordered a six month prescription of NexGard Plus for my dog via the Covetrus website on June 28, 2024 and have not received my order yet. After calling my Vet, they stated the prescription was approved on their end several days ago and that the issue was with Covetrus directly. They spoke to them (Covetrus) and everything was supposed to be shipped out.When it comes to prescriptions, these should be delivered as soon as possible and via overnight shipping if there are any delays. I would like my dog's prescription ASAP.

  

  Business response

  07/17/2024

  We are very sorry you encountered an issue with your first order with us for your dogs' NexGard Plus. After reviewing the account, we can see that it does look like an order was placed on 6/28/2024, and that order now shows that it was delivered on 7/11/2024. We would be more than happy to reach out help resolve the issue if the order has still not been received, and we would be glad to send a replacement out as quickly as possible! 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a prescription for my pet on June 25th and I just got my order which was late and its not even the right weight. Due to this businesses complete lack of details to customers orders and consistent problems I will be leaving my vet office. I just dont want to deal with this pharmacy ever again and if a business uses them I dont care if its the best vet in the world I will not be going. Please refund my order or send the right prescription. I have Never had to deal with a business that made me leave another business. Horrible customer service too. Feel like they just pull dates from the air and when the days and dates dont match up to what they say in the same phone call its alittle untrustworthy.

  

  Business response

  07/10/2024

  Dear ******,

  Thank you for reaching out to us regarding your recent order. I have thoroughly reviewed your case and would like to clarify the details for you.
  Your order was placed on June 27, 2024. The first item was approved by your veterinary clinic on June 28, 2024, allowing us to process that portion immediately. However, the second item in your order was not approved until July 1, 2024. As per our policy, we are unable to fulfill any prescription items without an active prescription on file, which requires approval from your veterinarian. This policy is clearly stated on our website to set correct expectations for our clients.
  Once we received the necessary approval for the second item, your order was processed and shipped on July 3, 2024. Due to the July 4th holiday, the postal service did not process your item until July 5, 2024. According to our records, the order was delivered on July 9, 2024, which falls within the 3-5 business day shipping window you selected.
  We understand the inconvenience caused by this delay and the separate shipping of your order. We certainly do not want a lapse in coverage for ********. I see that you have already spoken with an agent and accepted a 20% courtesy refund for the delay.
  Please let us know if there is anything further we can assist you with.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 14, 2024, I ordered two items, Proviable DC Capsules and Bravecto tablet. They were "shipped" on June 17th from two different warehouses. The Bravecto order's tracking worked fine, but the Proviable showed only a label had been created and they were still waiting for it to be delivered to them. On June 19th, I called Covetrus and she looked into it and said it had been picked up and maybe the lack of tracking was due to the holiday, ignoring the fact that the other package was being tracked appropriately. I was told if I had not received the item by Friday, to call back and let them check again and potentially get a refund. I stressed it was important for my dog to get this medication. She said call back. On June 21st at the end of the day, I called back. The *** rep blamed **** entirely, said it had been picked up and I would need to wait 3 to 5 days. Well, 3 days was passed, so what they really mean is 5+ days. She basically told me I was out of luck until the 5 days had passed and if my dog needed the medication that bad, I should go to my vet's office and get some. I told her the whole reason for ordering from them was so I didn't want it. I told her I wanted to cancel the order since I was going to have to go pick it up anyway. She said she couldn't do that until the 5 days was up.On June 24th I get an email providing me with the tracking number (the same number), which now said it was accepted at **** on June 24th, so it had not been dropped off on the 17th. And was told it would take another 3 to 5 days for the delivery. I told them on Friday, I did not want this product since it was not delivered on time and I had to purchase it from my vet. I still do not want this product and I have had to pay for it twice.

  

  Business response

  06/27/2024

  Hello ******, 
  I apologize for any inconvenience you experienced with the shipping process of your pet's medication. We understand the importance of timely medication delivery and strive to ensure pets receive their medication as quickly as possible.
  When placing an order on our website, there is a disclaimer on the Shipping Method step of checkout stating that the order will ship once we have approval from your veterinary clinic and after pharmacist review.
  
  After reviewing your account, I see that this order was placed on June 14, 2024, at around 4:33 PM. We processed and shipped the order on June 17, 2024, at 2:19 PM. The first full business day in transit was Tuesday, June 18, 2024. Due to the shipping method ***** June 19, 2024, did not count as they were closed in observance of the holiday. According to the tracking information, the package was delivered on June 26, 2024, which is the sixth business day in transit.
  
  To compensate for the inconvenience, I will refund the order in full. Please allow 3-5 business days for this refund to appear in your account, depending on your banking institution. If you do have any further questions or concerns, please give us a call at ************. Thank you for your understanding. 

  Customer response

  06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  

  While, I am accepting this resolution, I want to state this was NOT the **** fault, this fault lies directly with Covetrus.  **** (per the tracking form) did NOT receive this package June 24th.  
  
  Regards,
  
  ***************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase from one of their affiliate sites and relied on their website providing an accurate reporting of the delivery window for items. They quote a 3-5 day delivery window for their shipping so I expected to receive my dogs medicine before I ran out. However, it has been over 5 business days and I am now being told I wont receive the medicine until Thursday or Friday. The agent claims this is still within their 3-5 business day delivery window because they allow for an additional 1-3 business days for processing. Nowhere on their shipping page does it warn this and nowhere in my experience in this day and age have I seen a business provide a shipping timeframe that doesnt include processing. Its clearly a bait and switch and as a result I am out of essential medicine for my dog, and had they been honest about their delivery times I wouldve just gotten the medication elsewhere or at my vets office directly to save time rather than save money. As you can see in the attachments below, even in their faqs they do not say that the fulfillment time is on top of the shipping window, and they also dont claim a 1-3 business day window for approval, in fact they dont even use the term business days in that instance. Theyre just trying to cut as many costs as possible at the expense of their customers. Order # *************

  

  Business response

  06/24/2024

  Hello ********, 

  I apologize for any inconvenience you experienced with ordering your pet's medication. We understand the importance of timely medication delivery and strive to ensure pets receive their medication as quickly as possible.
  When placing an order on our website, there is a disclaimer on the Shipping Method step of checkout stating that the order will ship once we have approval from your veterinary clinic and after pharmacist review.

  
  After reviewing your account, I see that this order was placed on June 12, 2024, at around 6:40 AM. It required approval from your vet clinic, which we received at 1:20 PM on the same day. We processed and shipped the order on June 14, 2024, at 9:55 AM. Due to the weekend, the first full business day in transit was Monday, June 17, 2024. According to the tracking information, the package was delivered on June 21, 2024, which is the fifth business day in transit.

  
  To compensate for the inconvenience, I will refund 20% of your order total, amounting to $34.43. Please allow 3-5 business days for this refund to appear in your account, depending on your banking institution. If you do have any further questions or concerns, please give us a call at ************. Thank you for your understanding. 

  Customer response

  06/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  By your own timeline, you shouldve been able to ship the medication out on the 12th or latest the 13th.  Instead, you acknowledged that you had approval at 1:20pm on the 12th and held the order until Friday the 14th for shipping with a holiday in the coming week.  Furthermore, you didnt explain why your shipping matrix makes no note of the delay for fulfilling, only a promise of 3-5 business days, with a note about the fulfillment time buried in your sites faqs.  To give a promise of 3-5 business days on any site online establishes the expectation that the item will arrive in 3-5 days and until you change that with an asterisk on your site leading to an explanation of the additional delay then youre misleading your customers with a false expectation of a 3-5 day delivery window.   To offer a small partial refund while still not acknowledging that your site is misleading when I requested a full refund is inadequate.   This is essential heart medication for my dog and being in the medical field, you have no excuse to hide behind misleading wording on your website.  Im shocked that you havent had this come up before given the fact that on the same shipping chart you promise expedited shipping options for a fee and had I opted for that I would feel even more cheated when I was told later that the promised delivery window didnt account for your internal delays.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business response

  07/09/2024

  Hi ********, 

  Thank you for your feedback. Im processing a full refund for your orders remaining balance.
  For future reference, please note that our shipping timeframes start after veterinarian approval and pharmacy review. Prescription items require extra verification to ensure accuracy, which can cause slight delays.
  If you have any further questions or concerns, please contact our customer service at ************. We appreciate your understanding and thank you for your valuable feedback.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered ******* plus from this pharmacy on June 9th and paid for it. Its already June 18th and it still has not shipped. I also placed this order with Auto ship so the next auto shop will be July 8th. IN just a few weeks I will be charged again without even receiving ANYTHING. I tried to send an inquiry via their "Contact Us" option and there was NO RESPONSE. I want this refunded and cancelled immediately and never use this pharmacy again. Youre suppose to contact me regarding Veterinary approval if they're not responding whatsoever. Im gonna ask my veterinary hospital to stop collaborating with this pharmacy because my ******************* that I bring my pet to, had NO IDEA ABOUT THIS ORDER because I just called them!

  

  Business response

  06/19/2024

  Hello *****,

  I apologize for the experience youve had with receiving your pet's Nexgard Plus and for not getting a response from our "Contact Us" form. We've been made aware that it may not be working properly and are working to fix it as soon as possible.

  
  After reviewing your account, I found that the order was pending authorization by your vet clinic. In the order confirmation emails, we mention that if you have not received a shipping confirmation email within three business days, you should reach out to customer service.

  
  Per your request, I have canceled the order as well as the autoship. Your card has not been charged. If you have any further questions or concerns, please feel free to call us at ************.

  
  Thank you for your understanding.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I said no to the health care question above, but this is about a veterinary health issue.I've been buying methimazole, which treats thyroid problems in cats, from Covetrus for years. They come in "clickdose" pens, which dispense a dose of medicine when you click a button on the bottom.Recently, we've experienced problems with the pens that make them impossible to use. This has happened three times in the past couple of months. The soft tip on one pen was defective and the pen wouldn't dispense the right amount of medication. Two other pens wouldn't dispense any medication at all -- the button just wouldn't click. I contacted Covetrus twice via a form on their website this month (June 2024) and never heard back. I finally resorted to contacting *************************************, a Covetrus vice president, via LinkedIn. She said she would forward my message to customer service, but I've heard nothing.These pens are about $73 apiece, so we've wasted $219 and change on medicine we can't use. The company seems to have cut back on manufacturing costs, as we never had this problem before a couple of months ago. We'd like Covetrus to send us three WORKING pens to replace the defective ones, and to assure us this won't happen again so we don't have to go through the same process.

  

  Business response

  06/19/2024

  Hi *******,

  I sincerely apologize for the issues you've experienced with your Methimazole Clickdose pens over the last several orders and for the difficulty in contacting us. After reviewing your account, I couldn't find any emails from our website contact form. I will pass this information to the appropriate department to prevent this from happening in the future.

  
  I have located the three orders you mentioned that were defective and will initiate a quality assurance case for our pharmacy to review. A team lead representative will reach out to you today to discuss the next steps. If you have any further questions, please call us at ************.

  
  Thank you for your patience and understanding.

  ************

  Customer response

  06/19/2024

  
  
  Better Business Bureau:

  
  I'm confused and concerned by the shoddy customer service by ********************** and the fact that they never received the multiple messages I sent through their website. I also want to point out that despite their response they don't know which shipments were defective because they haven't asked that question.

  That said, I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed this order on autoship and it was listed as ***** on autoship and when shipped it was ***** plus taxes and fees, total *****. I called and told them that I was not paying ***** more and to just cancel the order and I was told they could not cancel the order. the order. The order had only been places for 5-7 hours and I know it had not shipped. I want a total refund and they can send a prepaid label for me to send the product back to them.

  

  Business response

  06/04/2024

  Hello,

  I am sorry to hear about your experience. After reviewing your account, I see that the order you are referencing is for a ****** ************ Diet. All Hill's diets come with a 35% discount on the first autoship order only. Subsequent autoship orders return to the full price listed. I understand that you requested to cancel the order on the same day it was placed. Unfortunately, once diet orders are placed, we are unable to cancel them. However, as a courtesy, I will proceed with a one-time full refund for you.

  I have confirmed that your autoship for the Hill's ************ Diet has been canceled. If you have any further questions or concerns, please feel free to call us back at ************

  Customer response

  06/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It indicated that they would be issuing a refund and I have still not received it. I will not consider this complaint resolved until the return is received.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business response

  06/13/2024

  Good morning, ***, 

  A full refund in the amount of $78.82 has been processed. Please allow 3-5 business days for it to show back up on your account. We do not require the food to be shipped back to us. Please dispose of however you see fit, locally. If you have any further questions, please feel free to give us a call at ************. Thank you for understanding. Have a great day!

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  When giving a Simparica TRIO tablet to my dog today, I've realized that the medicine shipped to me has a really early expiration date and at least 2 of the tablets won't be usable. The order was placed on 12/12/2023 and I've received 2 boxes for a total of 12. The first box had tablets with expiration dates of 05/2024, and the second with expiration dates of 01/2025. I've started giving my dog tablets from this order in Feb because I've still had some tablets from a previous order and he just got his third tablet today from the first box.Order number was *************. Photo evidence is attached.From the expiration dates on the tablets, the only way nothing would have gone to waste is if I started giving the tablets on the month I got them, which is an unreasonable expectation that punishes me for planning ahead. It is also unreasonable to only get tablets with an expiration in less than 6 months when the shelf life should be around 30 months. When you purchase a new product you expect that you get the latest of it, not something on the tail end of its lifetime. I know this is probably done to manage inventory, but it is cheap to do it with such a close expiration and below the level of service I've received and come to expect from Tama Vet. I know this might also be Covetrus' fault, and I would expect you to check this dirt practice with your distributor as it is unacceptable.I expect to be made right about this order and receive at least 2 more replacement tablets (expiration of at least 03/2025) for those I won't be able to give to my dog. At over $20 per tablet, getting tablets that expire so soon is insulting.

  

  Business response

  04/25/2024

  Hello *****, 

  Thank you for your feedback. I'm sincerely sorry for the experience you had with our company. After a thorough review of your account, it appears that you were able to connect with one of our representatives. As a result, we have processed a refund for the two doses of Simparica that you will not be able to use. A refund in the amount of $49.18 has been initiated and should reflect back to the card you used for the purchase. Please allow some time for the refund to appear in your account.

  
  Should you have any further inquiries or require assistance, please don't hesitate to contact us at ************. Once again, thank you for bringing this matter to our attention.
  

  Customer response

  04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩