ComplaintsforCovetrus

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My pet has a digestive issue and my vet hospital has this special food sent to me weekly from this company. Two times now they have charged me ***** for the food and I never received it. The other time we received the food and it was spoiled -I have tried to negotiate with them a resolution but they refuse to refund the money for the products never received and they refuse to issue a refund for the food being spoiled. The only suggestion they provided was to re order for me and charge my card accordingly. To me that is completely wrong. This company owes me money. ***** a week is crazy anyways for my pet but he has to have it-then when we don't get and I continue to lose money is even more crazy.

  

  Business response

  04/25/2024

  Hi ****,

  Thank you for your feedback regarding the service you have received. I am sorry for any inconvenience this has caused. Our number one priority is customer satisfaction and I apologize you did not experience that. We do have a manufacturer guarantee for any missing and spoiled orders. I will have a team lead representative reach out to discuss a resolution with you. In the meantime, if you have any questions, please feel free to reach out to us at ************. Thank you. 

  Customer response

  04/25/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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
  
  

  i dont need a **** phone call-your representative did not do a **** thing the other day for me when i ask for a refund!!!! On the phone-all he wanted to do was submit another order and charge me again-apparently he spoke to mgmt and this is all ur business cud offer-I want my ***** back X 3 which equals ****** period!!! 
  Regards,

  ****

   

   

  

  Business response

  04/30/2024

  Hi ****,

  
  Thank you for providing feedback on your recent interaction with our customer service representative. We greatly value your input and strive to ensure a positive experience for all our customers.
  Regarding your concerns, I apologize for the oversight in not offering you our manufacturer guarantee for damaged or spoiled food items. Your feedback highlights an area where we can improve our service, and we will use this as a coaching opportunity to prevent similar occurrences in the future.

  
  Upon reviewing your account, we discovered that order *************, placed on April 15th, encountered a delay due to a technical issue between our company and the manufacturer. Regrettably, this order will need to be canceled. Any pending charges on your bank account related to this order will be automatically refunded within 5-7 business days, depending on your bank's processing times.
  Furthermore, I have initiated full refunds for orders ************* and *************, totaling $133.40, as you received spoiled cans. These refunds will be processed separately.

  
  Regarding your order placed on April 22nd and delivered on April 25th, if you encounter any issues or did not receive it, please don't hesitate to reach out to us. We are committed to resolving any concerns promptly.
  Once again, I apologize for any inconvenience these issues may have caused. Your satisfaction is our priority, and we appreciate your understanding and patience as we work to resolve these matters. Should you have any further questions or require assistance, please feel free to reply to this email or contact us by phone.

  
  Thank you for bringing this to our attention. We look forward to serving you better in the future.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have pets on special prescription food. I have not received my order. ***** has not picked up the package which still remains at the manufacturer (documentation attached). Outreach to Covetrus has been ignored - company does not pick up phone and does not respond to emails. I expect an immediate refund.Covetrus Case ******** order number *************

  

  Business response

  04/11/2024

  Hello,
  
  We extend our sincere apologies for the frustration you have experienced while attempting to contact our company. Although we are currently facing a higher call volume, please be assured that our team is working tirelessly to manage and address all inquiries promptly.
  
  Upon reviewing your account, it has come to our attention that your case was mishandled and erroneously closed without further communication with you. To rectify this situation, a team lead will be reaching out to you shortly to address and resolve the matter. Please feel free to discuss any additional concerns you may have with the agent assisting you.
  
  We appreciate your patience and understanding as we work to ensure the best possible resolution for you. If you require any further assistance in the meantime, please do not hesitate to reach out.
  
  Warm regards,

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

  Customer response

  04/11/2024

  [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 in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. It's a shame I had to make a report in order to receive my product after trying to go through the proper channels. Of course, I will not be doing business with this vendor in the future.
  
  Regards,
  
  *****************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog's medication was put on hold without contacting me, which put her in danger due to the abrupt stop. This company sends "canned" emails makes "canned" phone calls related to medication on a regular basis, so there is no reason that they cannot add "meds on hold" to the list of triggers. I brought he seriousness of the situation to their attention. I received a discount, but the company representatives took no accountability for their failure of communcation in this matter. As a pharmacy, I would expected them to understand that the medication my dog takes cannot abruptly be stopped, and the pharmacy's irresponsible actions put my dog in danger of abruptly stopping the medication. I should have been notified by email that there was a hold.

  

  Business response

  04/09/2024

  Hello, 

  We sincerely apologize for the delay in communicating regarding your pet's medication. It has come to our attention that one of our team leads has since reached out to you, successfully resolving the issue by promptly shipping out your order and processing a full refund. Your feedback regarding our current communication process is greatly appreciated, and we are actively working on enhancements to improve our communication procedures. Please do not hesitate to reach out if you have any further questions or concerns. Your satisfaction and the well-being of your pet are our top priorities.

  Thank you!

  Customer response

  04/09/2024

  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. 

  I do not accept the response because the communication problem has not been resolved. I appreciate the full refund, especially given the extreme stress caused by the failure of communication, for resolution, I want to see communication improved. Again, automated emails and calls occur when meds are shipped, getting ready to be shipped, etc. If a med is on hold, there should be an auto email generated, especially meds that should not be abruptly stopped. 

  
  Regards,

  *******

   

   

  

  Business response

  04/17/2024

  Hi, 

  We are continually working on improving our communication processes, but unfortunately, it does take time. Thank you for providing feedback regarding this. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a 6 month supply of flea medication. Called the company multiple times when order had not been received in 2 weeks. Continued to call and was told they would refund me 1/2 of purchase price because the order was so overdue. Also, I had to go to my vets office and buy a substitute flea medication to use so their medication time frame would not lapse. After another week I called again and was again given excuses as to why it had not even shipped yet. I cancelled the order in frustration and went to another online company that has been wonderful. Now after 2 weeks I am waiting for the remainder of the refund on the original order(1/2 of original cost). Have again called NUMEROUS times to be left on hold endless amounts of time without anyone ever answering the calls or returning them. Terrible experience with this company.

  

  Business response

  04/03/2024

  Hello, 

  We sincerely apologize for the frustration you've experienced with trying to reach **. Currently, we are dealing with high call volumes, and we are working diligently to address all customer concerns. One of our team lead representatives will be reaching out to you shortly to discuss your reshipment order. If you have any further questions or concerns, please don't hesitate to discuss those with our representative once they reach out.

   

  Thank you, 

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

  Customer response

  04/03/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ***

  I do not wish for a reshipment. I have already bought the flea medication with another company. I want the remaining refund that I am owed on this order after I cancelled the order over two weeks ago.Considering that this mess has gone on over a month and has already involved numerous attempts on my end to get it resolved, I am surprised your business would not prioritize this matter rather than putting me at the end of a long line of people trying to reach you while endlessly being put on hold.

   

  

  Business response

  04/09/2024

  Hello, 

  After further review, I see that one of our team leads reached out to you and this was resolved by processing a full refund. We weren't able to stop the reshipment that was already shipped out, and you are able to keep that as well. Please don't hesitate to reach out if you have any further questions. 

  Thank you! 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want to return and cancel these orders. I have emailed and trired to call but no way to get in touch with this company. On hold for over 20 minutes and then disconnected. Tried sending message on their web page and never get any response.

  

  Business response

  03/29/2024

  Hello, 

   apologize for the inconvenience you've faced in trying to reach our company. We're currently experiencing a high volume of calls, but rest assured, we're working diligently to address them as promptly as possible. I'll personally ensure that one of our team lead representatives contacts you to discuss the options for returning or receiving credit for the two orders you've attached. Thank you for your patience.

  Customer response

  03/29/2024

  [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

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged for a transaction of $81.79 from Covetrus *********** that does not correspond to any purchase that I chose to make. The transaction day corresponds to a time where I was on work-related travel on the opposite end of the country.

  

  Business response

  03/28/2024

  Hello, 

  Unfortunately, I was unable to locate an account matching the identifiable information you provided. I apologize for any confusion regarding this recent transaction. We represent the online pharmacy affiliated with your veterinary clinic. Due to recent system upgrades, the Merchant of Record now appears as Covetrus rather than your veterinary clinic. I will ensure that a lead representative contacts you using the phone number you provided to locate your account and address any further questions you may have. Thank you for reaching out.

  Customer response

  03/28/2024

  [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

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Covetrus charged my credit card $442.81. I had never heard of Covetrus, nor have I authorized this transaction. I expect immediate reimbursement to my account, otherwise I will notify the authorities.

  

  Business response

  03/25/2024

  Hello *******,

  Thank you for reaching out. I apologize for any confusion regarding the recent transaction. We are the online pharmacy associated with your veterinary clinic. Following recent system upgrades, the Merchant of Record now appears as Covetrus rather than your vet clinic. Upon reviewing your account, I noticed that you recently placed four different orders for various food items and medications for your dog. I will have a team lead reach out to you to discuss each of these orders and address any questions you may have. I hope this clears up any confusion. Thank you!

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My debit card was charged a $160.97 by this company. I have never authorized anyone to use my card. I do not have any products from this company nor have I even heard of it. I have made a fraud complaint with my bank and am seeking other avenues as well.

  

  Business response

  03/22/2024

  Hello, 

  "I apologize for the inconvenience caused by our recent system upgrade. As a result, the Merchant of Record now appears as 'Covetrus' instead of your veterinary clinic. Upon reviewing your account, I see that you were able to speak with one of our representatives, and we will be issuing a full refund in the amount of $160.97 for your most recent order. Additionally, we have ensured that any further autoshipments have been canceled. Please allow 3-5 business days for the refund to reflect in your account. If you have any further questions or concerns, please don't hesitate to contact us at **************. Thank you.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have prescription cat food on autoship, the last two orders have arrived damaged. I have been unable to reach customer service by phone/email/contact us form/chat function. I would like a refund or replacement for these orders. The cans arrive broken open and moldy. I have called multiple times regarding both order numbers ************* and ************* but wait on hold for upwards for ****************************************************************** The chat function tells me it is outside of service hours when it is not and the contact us function doesn't work. I have screenshots to all of these things for reference. I would like to use the service as it is attached directly to our vet, but given that it is not less expensive, and I cannot reach anyone for customer service issues, it does not make any sense to stay with this company.

  

  Business response

  03/19/2024

  Hello, 

  I am sorry to hear about your experience with receiving the damaged canned food and contacting customer service. We understand how important each call is and are working as quickly as we can to answer questions and concerns. A lead customer service representative will be reaching out to you today to discuss resolutions for these orders. If you have any follow up questions, feel free to discuss with them at that time. Thank you. 

   

   

  Customer response

  03/21/2024

  Better Business Bureau:
  
  I was contacted by a Covetrus customer service agent who made efforts to rectify the situation with the canned food arriving damaged/moldy. I do hope that Covetrus makes efforts to correct their website chat/contact functions and hire additional agents to answer customer calls. According to their own site, it seems the only way to make a return is to first contact customer service (which isn't possible), and the only way to get customer service to contact you is to contact the BBB and file a complaint. I definitely do not plan to use this service through my vets office, and have concerns that Covetrus' business practices will reflect poorly on the vets who are using their service to supply their patients Rx's.  

  That being said, I have determined that the efforts of the Covetrus customer service agent who contacted me do 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

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 9, 2024, Covetrus charged my debit card $202.31. I had never heard of Covetrus of ******** **, nor have I authorized this transaction. I expect immediate reimbursement to my account. I will notify the Attorney General on Monday.

  

  Business response

  03/11/2024

  Hello, 

  I appreciate the opportunity to speak with you on the phone and address the concerns regarding your order. As per your request, I will reach out to you again this afternoon to delve deeper into the details of your order and account. Thank you for your understanding.

  Customer response

  03/11/2024

  [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. 

  This business had sent an email notifying me of an autoship for pet medication which went directly to my trash folder on the day my account was debited. Since the medication was shipped by the time I discovered the error, I am making arrangements to return the medication once it arrives. I have cancelled future autoship orders.

  I apologize for inconveniencing Covetrus and its employees.
  
  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. ↩