“If you have the time to wait for the medicine it is a valuable service for the discounts they give. If you're in a hurry, go to your local vet. However, if there is no discount given, the service is generally not worth it.”
“I would say acceptable at best. It took far too long to get my dogs medication. They ended up going without Heartworm meds for two months due to slow processing and several questions which kept delaying the process even more. It shouldn't be that hard. I also don't like that you have to sign up for autoship when I have 0 desire to do autoship.”
“More communication is needed. If we had been informed of the issue of Samson's Simparica order ahead of time Dr. Horvath and I would have been okay with your protocol. The lack of information made it appear that Koala Health was unaware of Samson's weight.”
“Took WAY too long for my order to get to me. And while I appreciate the thoughtfulness of the gift you sent (bandana) I really dont want or need any more things.”
“I work at a vet's office who uses Koala Pharmacy but I also order some of my pet's meds from Koala. I love the prices and customer service. I do have a couple of suggestions that I believe would make for much happier and less frustrated clients (myself as well as some of our clients who have used you). Requiring subscription orders instead of allowing a "one time order" option can be a bit frustrating. Sometimes there may be a medication needed (i.e. a dewormer for a specific issue) that is only needed one time. Secondly, the client should have the ability to log in to their account and cancel or edit their autoship theirselves. It is very frustrating to have to call or send an email to have someone from Koala to make those changes for you. Thirdly, the order frequency option is very limited to a 30 day or 60 day. For example, I recently ordered a 50ct bottle of Vetmedin for my pet, that bottle last her 50 days. Because there was not an option for 50 I just chose 30 day (since it made me choose a frequency) A few days later I received an email from Koala wanting to change my order to a 30 ct since I had chosen a 30 day supply. I had to email back to say no, that i wanted to get the 50ct bottle which they gladly shipped. However, because of this my order was delayed shipment by several days. That could have been avoided if I had the option to select a custom amount of days for the frequency for the quantity I purchased at the time my order was placed. Thanks for your time!”
“3 different prices quoted - online, on the phone, and on my emailed order confirmation. I even asked the lady on the phone to verify the cost, as I'd received conflicting information. She assured me the amount would be the same as my emailed order confirmation. However, the next day, I checked my bank and the transaction was different than any other price I'd seen. The prices were very close to each other, so this didn't cause "damage" per se, but I would've appreciated factual information from at least one of the 3 sources of information (if not all of them). I lost trust in Koala Health's ability to charge me the correct price.”
“It would be helpful if there were more options when ordering online. I needed to change my order but had to call instead of having the option to update online.”
“For certain meds, they're about the same and affordable. There are some that are a bit more pricey than my local vet's. But I wish they'd call instead of email if there's something wrong with the order or if something needs approval. I'm not very good with emails especially with all the spam.”
“Excellent product and presentation upon delivery. I was able to call customer service and spoke with friendly and knowledgeably representatives. Additionally, the cost was great! The "average" score has been given due to the process and amount of time to complete the order. After placing the order, I received an email that my vet had not authorized my prescription and perhaps I should reach out to speak with my vet. When I did contact the vet, they stated that they had not had been contacted from Koala. In contacting Koala, they stated that they had just reached out and gotten verbal confirmation from the vet and would begin to process the order, which could take three more days before shipment would be processed and another five to seven days for delivery.”
