“My situation was a little different. If I didn't have to send in the prescription I probably would have gotten the product a lot sooner. As it was it took about 3 weeks for me to get the product. The one thing I was disappointed about was there was really no communication from Koala health. They didn't let me know when they got the prescription. I had to track down the first email to be able to know what was going on or how long it had been. They took my payment in the beginning but didn't inform me that the transaction hadn't gone through even though the charge showed up on my online banking. But I do understand because they had to wait for me to get the prescription to them and I guess it took a while even though I sent it out right away. So the funds got returned to my bank but I was still thinking that it had already been paid for. Then 3 weeks later they charged my card again but at that point I didn't have enough funds even though I've been watching my bank account the vigilantly to make sure there was enough funds but of course I thought it had already been paid for so I incurred insufficient funds fee. I was able to get it reversed. But the whole transaction was kind of a pain and it wasn't koala health's fault it was circumstantial. Doing this online was a pain in the butt. I will probably won't do it again unless I get a smoking deal. But with that I know what to expect the next time. So now my experience wasn't great. Koala health was okay but it could have been better with more communication as to what was going on in their Court.”
“Best price on name-brand Rx; not quick to process order and did not keep me informed of status; helpful customer service; inconvenient business hours for us folks on the West Coast; order arrived very nicely packaged, including a hand-written Welcome to Koala card and a Koala bandana (presumably, for the dog).”
“Ordering process was quick and easy but a customer service represenstive didn't really know what she was doing. She told me they could put my dog's medicine into pouches for me, then she called back and they said they couldn't, then they could, etc. It was very confusing for the customer.”
“I ordered my item with what i thiugjt qould be enough time, bit i was weong
I finally received my order. It was communicated to me that my vet was not responding to attempts to get my cat's script approved. I appreciated that. However, the shipping took way to long and it kept getting delayed. I ended up having to order the item from another supplier and I had to pay a much higher price ($85). O did finally receive my package.”
“Pricing was good which is why I ordered from you. Shipping time was terrible though. It took forever to get the product shipped which is not acceptable.”
“I'm happy with the service however my prescription is for an every 3 month medication and they keep trying to ship it to me every month. I keep having to contact them about it but it keeps happening.”
“I ordered a prescription food for my dog because he had crystals in his urine. I had a difficult experience with their website but when I called, the representative was prompt and helpful, plus I was able to save on my first purchase which was a nice perk. Where my experience was disappointing was how long it took for the food to arrive, which was about a week. When a prescription is required for the food, it should arrive sooner and not later.”
“Pretty good service
I did need to call as status didn’t change for a few days
Vet wasn’t responding but I had no way to see that on the site
Once I called the vet it still took several days to get my dogs medicine
My friend received his within a day of ordering
Not sure why it took so long”
“I do not want auto refill. I'd rather pay the 5%. It irritates me that you took that decision out of my hands. I did write an email rescinding the auto refill, but I'd rather not have to do that.”
“Slower than usual times to get meds out and shipped, normally not a high maintence customer but when it is life saving drugs it can be harder to be patient”
“Was not a good experience. 😕 ordered on the 5th took over 20 days to receive. I needed the special food for my cat. Koala took so long to even ship I had get food from the vet and chewy. Shipping box was in good shape but there was 2 cans crushed open. At what this food cost me I should NOT had to throw 2 in the trash!
Will not order again.🤬”
“First time ordering, placed order on 9-13-24, didnt get RX until 9-27-24. So a two week turnaround time to send medicine, seems like an extra long amount of time. The box I recieved was nice and all but the critial action would be to send out the medicine, in my humble opinion. My Vet cleared RX in one business day. So medicine was administered 7 days late? In comparing to several other online stores Ive gotten items much more quickly.”
“So the meds we needed came. It's what we ordered. We were charged what we thought we would be, but it was so late. It took so long from the time the auto refill order was placed until it shipped. And it didn't ship until I emailed as asked why it hadn't shipped at that point it had been 2 1/2 weeks. Our dog had to go w/o her meds for at least 10 days. Which is a big deal since it's one of those meds that has to build up in the system. So that delay on top of this med being almost $200 really made us question why were getting it through you guys. Still contemplating switching.”
