So disappointed with Koala Health! I wanted to love them as they are small and local here in Boston. I came across the company from an IG post and I was excited to try them out. I went to their website to create an account and I encountered issues off the bat. Their system was glitchy and wouldn't let me create an account. I wrote an email letting them know about the issue and got an automated response later in the evening that the problem was resolved. I submitted my order on 3/16 and had to follow up on 3/22 looking for a status update. My vet had informed me the Rx was approved days prior and yet my status on my account was "in progress". Being that I ordered preventatives and medication for my dog it was somewhat urgent that I received them sooner than later. I called Koala to see the anticipated ship date and got the RUDEST customer service agent! She was giving me attitude and snark responses as if I was the problem. I was completely taken aback. Her excuse was that they are closed on the weekends and therefore they are in the process of filling orders now but the fulfillment is usually 7-10 days. I asked her where that was listed on the website and she told me it wasn't. I replied that is vital information that needs to be client-facing- especially when the premise of your business is medication. She gave me the snarkiest reply "OK! I will be sure to let them know your suggestion! Have a great day!". I'm sorry but when you are a company whose main purpose is to supply medication to animals and you can't do it in a timely matter or have customer service representatives who are empathetic and care about your concern - you get an F in my book. I have never canceled a subscription faster in my life. I have been a loyal Chewy customer for years. I always root for the underdog as I work in tech, primarily in the start-up space and I know how hard it is to compete against corporate conglomerates. But I also see how those companies are successful and why they have loyal customers. Koala isn't going to make it if they continue to be slow with their fulfillment - but more so - if they continue to be rude and disrespectful to their customer base.