“It’s frustrating to not have control over orders without reaching out to customer service. The website should allow me to push out my delivery date on my own or send an email a week in advance of the ship date for adequate time to change. Emailing 6 hours before it ships then telling me I can’t push out or get a refund because it already shipped was extremely frustrating.”
“Unfortunately, I was not aware that orders automatically renew for my pet's medecine. We changed our address for the winter, and a package sent to our old address was lost for over a month. Although we had filed a change of address form with the USPS, the forwarding was extremely delayed. This was the fault of the post office; however, it would have been good to know up front (and clearly stated) that orders auto renew.”
“We used to use chewy, vet switched to Koala and the time between ordering and delivery is noticably longer. I expect longer on the initial order, but refills should take less than a week.”
“From the time I placed ny order to the time I received my cat's food was almost 2 weeks! That is too long for my cat to go without his diabetic food!”
“Took too long to receive so I had to buy elsewhere. Additionally, I would've rather gotten the entire prescription for the 12 of the Advantage Multi I paid for in one shipment. Now I have to request and wait for a refill that may again take several months to be delivered. I also have four large cats on which I use the product so 6 months is too long to wait for delivery.”
“Communication is a struggle. Currently have multiple dogs on multiple different shipping times and asked for them to be put on the same 90 day schedule. One dog is totally out of allergy pills now. On the same schedule but still shipped a 30 day supply instead of 90 days. 🤦🏼♀️”
“Delivery of order was way too long. After finally receiving the dog treats, I was surprised. They just look like pieces of plain rawhide and my dog refuses to eat them. Waste of money. Will not be ordering anything else in the future.”
“Having worked with Koala in the past with good success, I was disppointed this time around due to the confusion over pricing for an expensive product - that was eventually partially resolved. I do a lot of pricing and purchasing on line, and Koala had a price on Google that seemed almost too good to be true. Well, you guessed it! The advertised price was no longer applicable, but none-the-less, still advertised. But that's the price I insisted on. The disagreement went on most of the afternoon with two very pleasant ladies talking with me - then a supervison and back again several exasperating times! I also need to mention that the previous orders did not include tax, and when questioned, no good explanation. Middle ground was eventually reached - but not at the advertised price which still bothers me. Especially when the company's policy is to give a discount price ONLY for "first-time buyers!"”
“Order placed and got no update for 10 days re shipping. Called and found out it was out of stock but was not notified. Product shipped immediately that day. Poor communication, and I don’t believe it was out of stock coz it shipped out the day I called. I think order forgotten. Found out from the rep that most processes including updates on shipping are manual. Pls automate and get consistent. Love your service otherwise.”
“I placed my order on 12/3, the vet sent the prescription on 12/5. It did not deliver until 12/16. This is a significant delay in which my cat ran out of his medicine and I was forced to buy several pills from the vet to hold him over. The price from Koala was really good, but now that I know they need almost 2 weeks lead time, I'll order much earlier in the future.”
“When I speak to customer service on the phone, the person is friendly, experienced, and provides five star service.
In my opinion, the app needs some work.
1. When shopping for prescriptions: I would like to see more quantity options and a comments/notes section. Example: Prednisone only allows for 30 days of product.
2. I would like to see my pet's prescription status. The app doesn't allow me to see if I have any refills. Example: If I know 0 refills is available, when ordering, I will proactively call the vet to get the prescription sent to Koala.
3. When Koala requests a prescription refill, I would like to see the date of the request on the app instead of verifying so I can followup.
4. I would like to be able to choose the vet the refill request should go to. I have had a lot of confusion, and order delays, because the wrong vet received the refill request.
To sum up, customer service is stellar (I have recommended your company to friends), the app should work like a human mail order pharmacy.
Thanks so much.”
“I get frustrated with your service. Everything is supposed to be auto-refill but I don’t receive notice of upcoming orders and I end up having to call to check on status. A couple times the scheduled refill date would have resulted in her running out of medication.”
