First of all I want to say that each and every customer service person I spoke with was courteous and helpful in three different phone calls. That said, as an organization you have to get your act together. I see you have great SEO which places Koala at the top of searches and you have a very attractive introductory offer. But if have the type of delay I had (even the initial delay before even being notified of anything) and if you don't respond to emails, customers are not going to stay with you. Maybe you should slow down the google advertising placements until you can catch up with your orders. Honestly, the only reason I looked for an alternative to Chewy is that Chewy doesn't carry Gabapentin. Otherwise I would not have switched. I placed an order on 2/28. The many delays and mistakes that were made are too many to get into here. Even though I placed my order 2 weeks before running out of medication I had to have one of the medications filled by my vet, where it cost $17 more. Because everyone was so nice I will give koala another try when it comes time to refill my dog's medication.