“Where do I start ? So my dog has terminal cancer and Has been on a cancer medication for the last 6 months I can say I stayed with Animed as orders were good and on time . Apparently they have had a new system put in that is meant to make orders easier and quicker but is now having technical glitches arising ! So I scanned my prescription on the Wednesday and phoned the order the next day this went fine but there was a query written on the prescription by the vet the person on the phone said would find out what this was so Friday when I didn’t hear anything back I called waited for 45 mins to get through then had to wait until Saturday to tell me they couldn’t read the prescription so had to fax it ( so this was now 4 days delay . So after a few emails and about 6 calls still no order gone thru (after saying it would go on as urgent ) so 9 days later called and actually cried on the phone to the lady ( I don’t blame any of them they are only doing what they are told they didn’t fit the new system ) she told me to cancel the order and try somewhere else so after paying an emergency 1day medication of 79 pounds from my specialist vets I have no medication for next week. I have gone on to another site but some of the order is out of stock so I’m really aggravated now so if you have got around 3 weeks to wait for your prescription your be ok otherwise don’t bother ! Stress levels are high”
“Same as everyone else paid for Express and my prescription is not here yet! Indeed it still hasn't been picked or packed when I called 20 mins ago and have no idea when it will be actually sent out. Avoid using this company please. Save yourself the heartache.”
“I've used them for several years, with dispatch times being OK, but never again.
One order they failed to split, despite it containing urgent medication, due to the vets cocking up and not sending them the prescription for the worming tables. Had I known I would have split the order to avoid this and let them incur extra postal charges (the order was big enough for me to place them separately and qualify for free delivery!)
Next order placed was a separate one to get said urgent medication out - that prescription HAD been sent by the vet. It arrived TWELVE days after ordering, with only 12 tablets as opposed to the 56 ordered and paid for. I'm now £54 quid down by having to go my vet to get emergency supplies. Sent them an email 3 days ago about this and no acknowledgement, despite me complaining about it when a nonsensical email was sent by their prescriptions team about a prescription missing from the original order. A VET read and replied to this email, yet obviously felt it not in her remit to acknowledge the error, alert whichever team is responsible for incorrectly dispensed items, and certainly wasn't going to apologise for it or rectify it. A qualified vet who joined the profession to help animals, yet is quite happy to allow an animal to go without medication - just as well this owner has the credit available on a card to pay the 300% mark up to get it from their vets, huh? Many haven't, which is why we use you in the first place!
Which leads back to said original order; the missing prescriptions for which, were emailed to them 6 days ago. The nonsensical email told me that there was still a prescription missing. No. Whoever actioned that email, only put one of them on file! I replied to that effect and got told to cancel the order and place it again. What?! The order has been placed, you have all relevant prescriptions! Pull your fingers out and get it right!
And now let's move onto yet another order, with Express Delivery paid for, as it's urgent thyroid medication (having paid over the odds to get 10 days worth from the vets, given Animed's recent performance), and 5 days later it STILL has not been dispatched!
Summary:
-Orders not split.
-Medication missing (pretty sure this will fall under some offence under the Medicines Act)
-Emails not acknowledged.
-Mistakes that put a pet at risk, ignored when qualified vet made aware.
-Prescriptions incorrectly put on file.
-Order times the absolute pits.
I don't give two hoots if you're updating systems or what you're doing in your warehouse. If that's the reason for the delay then it should be made ABSOLUTELY CLEAR on your webpage that up to 2 weeks need to be allowed for delivery, even when it comes to Express Delivery. To take orders and then not fulfil them in a timely manner is NOT acceptable. Some orders are for controlled medicines, some for life threatening conditions, for heaven's sakes!
Never again. Avoid like the plague.
I'm taking my business elsewhere. And if the outstanding orders aren't dispatched on Monday, via Special Delivery for Tuesday, I will be cancelling the orders, to the tune of £250 and at least £100 each month thereafter, taking my business elsewhere (it'll no doubt arrive before you get your act in gear anyway!) and reporting you if any offences are established.”
“Rubbish avoid!
This company has gone down the pan. Avoid! Delivery likely to be at least 15 days despite paying for express. Staff aren't trained. They only have a few phone lines. Systems can't cope with customer flow and they can't seem to trace or check on orders once they have been made. You literally need to order next months the second this months meds arrive which can't happen as vets won't hand out prescriptions for controlled drugs that far in advance. Offered delivery fee back but they just dont seem to get or care that the dog is going to suffer without the meds.”
“If I could give no star I would. I waited for more than a week for a prescription for a poorly animal and still haven’t gotten it. I didn’t have any update with the prescriptions I ordered UNTIL I filed the case via PayPal which it the payment method I used. Within mins, I started getting emails with the updates letting me know they were still waiting for stocks from their warehouse. So why out on the site saying the prescription item is in stocks? I only filed the case yesterday and so far I received 5 emails and 2 texts. Vey not professional at all with a company like yours.”
“I went to Animed after the usual supplier didn't have one of the items I needed. I soon realised I'd made a mistake as I've been with them before. Looking at previous emails and the issue with getting prescriptions mixed up (I don't have dogs called Reginald and Dexter) to the ludicrously long wait times. I've checked the prescription and can't see an issue. I'm not prepared to wait days for an email explanation nor can I join a telephone queue as the wait list is too long (speaks volumes). I've just emailed saying to refund the money and I'll go elsewhere. They are a nightmare. Never had any problems with pet drugs online and are easy to contact. I might as well get the one item from the vets at full price. It beats the massive headache I get using these.”
“Claim to have medicine in stock..order and pay then 30 hours later they email to say " their supplier has run out of stock"! And they will be refunding...however their website still claims to have medicine " in stock" now my dog is suffering unnecessarily whilst I have to source from another supplier. Appaling service I'd give zero if I could!”
“Appalling customer service. Prescription item ordered did not arrive, apparently lost in transit. They refuse to send a replacement telling me to just wait. Clearly fobbing off. I have had to order from the vet to avoid running out.Animed do not care, and I am now out of pocket with no medication. Absolutely atrocious company, they take payment with no guarantee that you will receive goods. Do not use them.”
“Usually not to bad of a service until a refrigerated delivery was left outside my house and went missing. There was nobody home to take delivery so usually a neighbour would be asked to take it as its medicine and needs to go into the fridge. When I approached Animed they said that because the driver took a picture of it outside of my house against a closed door that someone must have signed for it. How that makes sense I have no idea. Anyway they refused to replace or refund it point blank without even investigating or asking questions. Not a good way of doing business in my opinion.”
“I emailed to ask if the food i had recently bought from them for my cat was affected by the pancytopenia issues and they've avoided answering me and deflected on to my vet. shows a real lack of knowledge in terms of what products they sell so i no longer trust them and will now buy from vivovet who have been alot more helpful and reassuring.”
“Would give zero stars if I could. Was charged for my repeat delivery on 14th. Still hadn’t received anything by 21st so I enquired and rang customer services who assured me it has dispatched and would be with me the next morning. I still had a 4 days food left so I though it would be fine. Nothing turned up the next day and I didn’t hear anything until 6pm Sunday night that my order had been cancelled due to out of stock!!!! So I am £50 out of pocket with no food for my dog. They offered me a paltry 10% my next order.... no thanks why would I order with them again. Will spend my money on Fetch from now on. Next day delivery and free over a certain amount.”
“Sent them a vets prescription for optimmune for my dog but the tube of medication seemed mainly full of air and what was left in the tube is very difficult to get out. When I sent them an email they couldn’t be bothered to respond.”
“Ordered a repeating order and received twice, the food didn't agree with my dog and had constant diarrhea. they refused to return the un-opened additional bag of food I received.”
“DO NOT USE THIS COMPANY. They are aggressive and did not send my medication for my elderly dog that has been using it for years and years. The prescription was valid and they charged me £20 for emailing me to say they did not think the prescription was valid.
They are unethical and you would be better off using PetDrugsOnline or Viovet.”
“Avoid . Customer service is appalling. Sent numerous emails and no reply. Ordered medication a week ago and paid for speedy delivery meant to take 1-3 days. Still no delivery 7 days later and no reply to emails.”
“I ordered some diabetic canned and dry food for my dog who has recently been diagnosed with diabetes. I paid express delivery and four days later I still hadn't received the food. No emails either. I rang and was told they couldn't check anything as the system was down. I did get a refund but I wasted four days waiting - ordered elsewhere for free next day delivery. Would never order from Animed again. Not even worth the one star.”
“I placed an order for renal cat food and paid for express delivery, after a week I had not even received a despatch email, I contacted and spoke with someone who could give me no explanation of why this had happened. I requested a refund which would take three days and I am still waiting for a supervisor to contact me with an explanation.
Should be a no star option!!”
“Placed an order, all in stock. 12 days later not heard or received anything. I got in touch by email and am told an item is out of stock and they're waiting for new stock before sending. In the meantime I have no Renal cat food for my elderly cat with kidney disease. Terrible service, always found their deliveries slow compared to other companies. I won't be using them again, that's it no more chances Animed.”
