“Every time I use Koala. I get an email stating that you haven’t heard back from my vet’s office, only to find that they approved the prescription. Tried Chewy and received my prescription in four days without any communication problems with my vet’s office.”
“I have previously used Chewy & PetMeds to purchase my dog's prescription medication. With the recent Koala promotion, I decided to try Koala as a first time customer and order prescription medicine for my dog's eye ulcer. Here is my overall experience with Koala.
June 6, 2024 - I ordered my dog's prescription medication.
June 7, 2024 - My veterinarian sent back the completed prescription request to Koala.
June 11, 2024 - I received an email response from Koala that the order doesn't match the veterinarian's prescription and suggested an alternative.
June 11, 2024 - I provided an email response same day to Koala's inquiry.
June 12, 2024 - I received an email response from Koala and updated price adjustment.
June 13, 2024 - I provided an email response to Koala confirming the order and requesting immediate shipment.
June 13, 2024 - I received an email response from Koala confirming they will process the order and then I received a second follow up email noting a mistake on the price adjustment amount made by Koala. Considering the immaterial pricing difference error, it would have been best if Koala just processed the order as is and ship the prescription medication noting it's been delayed over a week.
June 14, 2024 - I called Koala to confirm pricing was ok and to ship the order as urgent as the medication was now delayed over a week and it still hasn't shipped yet. Koala confirmed over the phone they will get this over to pharmacy and will send shipping confirmation later that day. I never received the shipping confirmation and Koala was closed over the weekend.
June 17, 2024 - I called Koala to confirm whether my order has shipped and was told this was not submitted to pharmacy but will ship as soon as possible. They also confirmed I would receive shipping confirmation later that day. However, at the end of the day, I received an email from Koala noting delay with the order due to inventory issue.
June 18, 2024 - I called Koala to discuss the issue and asked if they can ship the order as a partial order as this is prescription medication my dog needs almost 2 weeks now. Koala confirmed they will ship what they have as soon as possible and will send shipping confirmation later that day. I received the shipping confirmation email later that day.
June 21, 2024 - I received the order from Koala.
Due to the timing issue and how my order was handled, it becomes very difficult to order from Koala again. From my experience, from time to order, I have usually received the order within a week from both Chewy and PetMeds. It becomes difficult to rely on Koala for urgent medication.”
“NEVER RECIEVED MY DOG'S RX, I RECEIVED A BOX WITH PAPERWORK- RX INSTRUCTIONS, SHIPPING RECEIPT, HAND WRITTEN NOTE, NO RX. I CALLED AND KOALA HAD ME SEND PICTURES OF MY EMPTY BOX. KOALA WAS GOING TO REACH OUT TO MY VET ON FRIDAY 6/14/24 TO HAVE ANOTHER RX RESENT BUT THEY NEEDED APPROVAL -ITS NOW WEDNESDAY 6/18/24 AND I RECIEVED NO EMAIL SAYING THE NEW RX HAS RESHIPPED. NOT HAPPY AND WILL NOT RECOMMEND KOALA. HOW DOES IT TAKE A WEEK TO GET A RX THAT ENDS UP BEING AN EMPTY BOX. GOOD THING MY DOG IS NOT DYING AND IN ABSOLUTE NEED OF THIS RX RIGHT NOW.”
“This was the first time ordering from Koala and it was very frustrating especially since the medication I was ordering was time sensitive. The order had to be placed with a rep on the telephone because the order would not go through on the site. Then, the person taking the order placed the order incorrectly; my "home physical address" was not appearing; the medication was "out of stock" which was two boxes of 6 rataher than one box of 12 (usually cheaper). Then, I was told the order could not be expedited.”
“Asked to cancel order 4 days before it shipped. No response. Emailed the day it shipped, no response. Emailed about sending it back, I got automated response 10 days after reaching out the first time.”
“As a first time user of the site it was not easy to find what I needed and ended up ordering the wrong product. Did not ask or expect to return it but more understanding of the issue when I hoped to get the same discount on the correct product would have been appreciated. I ended up going elsewhere.”
“Ordered from Koala with a discount from Spot, was very excited to get 3 doses of flea and tick for a reasonable price. I’m notified that they cannot deliver my order because my pet is too small but once he is bigger they can reinstate the discount. The time comes I ask for them to reinstate my order, they charge me full price for 1 single dose and don’t answer my emails. NEVER ordering again.”
“I was very upset to be automatically charged with no reminder email to skip or cancel. The service says they sent multiple reminder emails, however when I search the email address on file (inbox and junk folder), there was no correspondence since November 2023. I am on a tight budget and $200 for pet meds I don’t need is so upsetting. I asked to stop the auto ship when I saw the charge and they just said “too late” and sent a copy of the policy showing no returns allowed. Very unsatisfied customer.”
“i ordered some flea med for my pet and half a year later, i got another delivery. No way to cancel the subscription and i emailed the company, but no one responded.”
