“First of all I want to say that each and every customer service person I spoke with was courteous and helpful in three different phone calls. That said, as an organization you have to get your act together. I see you have great SEO which places Koala at the top of searches and you have a very attractive introductory offer. But if have the type of delay I had (even the initial delay before even being notified of anything) and if you don't respond to emails, customers are not going to stay with you. Maybe you should slow down the google advertising placements until you can catch up with your orders. Honestly, the only reason I looked for an alternative to Chewy is that Chewy doesn't carry Gabapentin. Otherwise I would not have switched. I placed an order on 2/28. The many delays and mistakes that were made are too many to get into here. Even though I placed my order 2 weeks before running out of medication I had to have one of the medications filled by my vet, where it cost $17 more. Because everyone was so nice I will give koala another try when it comes time to refill my dog's medication.”
“The correct medication was sent, pricing is good. The medication was not sent in individual dose pouches, which was disappointing and took a week to be verified before being sent”
“Email states %35 off first order, I only received $30 no fine print states that it wouldn’t be 35%. I kept the email, so I have proof. I never received an email stating prescription was approved by our veterinarian. So I had to keep checking the status for updates.”
“The delay in receiving the order was very concerning coupled with the fact that I had no further communication after the order was placed until it was randomly delivered. Not being informed that his medicine was being shipped has me rethinking doing further business with your company.”
“Pre charging my card before the first of the month for an order that’s due on the 12th of the following month for auto ship deliveries is crazy. Making it to where I would have to call each month for a refill. Not cool. Sending multiple refill requests from the doc when there was already valid scripts on file. Also not cool.
Goodbye Koala!
Already spoke to someone hence why I am selecting no below. Her solution was me calling every month for a refill.”
“I was so excited to try Koala Health for my pet meds. I understand it took time for my vet to return the prescription authorization, however, the filling of the order was worrisome. I called 3 times to check on my order. On the 2nd call, I was told the order would ship on a Friday. It still did not ship until the following Monday after I called again. Order date was March 3, received the order March 22. The packaging was great, as was the pet bandana.”
“The price was great, but the shipment was very delayed and I’m not convinced it would have arrived yet if I hadn’t sent emails and called customer service because my dog’s medication was due. I had ordered far in advance that this should never have been an issue.
Cute packaging, but it is totally not necessary. Please focus on timeliness instead!”
“Used to love Koala now I'm disappointed with their customer service. My last order took 2 weeks to process. They used to respond very quickly to emails now they take a day to answer.”
“I was disappointed to receive a bottle of meds that were not from the manufacturer pictured in the order. I had confidence in ordering what I believed was vetmedin but the packaging wasn’t from that manufacturer.”
“The communication and speed of communication was very poor. I called to find out what the issue was re: my order and found it difficult to reach anyone and when I did, they were not helpful in resolving the issue expeditiously.”
“I ordered apoquel for my dog on February 28th and when I still hadn’t had any shipping email confirmation I called on Thursday March 9th. My supply of apoqurl was to run out on Sunday March 13. I called Koala to check on the order snd the lady stated they got the rx from my vet but he only approved a 2 months supply as it was time for my dog to have a blood test in 2 months to make sure he could stay on apoquel without any organ damage. The koala lady stated they hadn’t gotten around to calling me yet to ok the change in my order. She had to put a rush on my order so that I could get the pills in time before running out.”
“Wanted to love it but unfortunately didn’t have a good experience. Twice took several days to respond to my emails, then once order was placed it never shipped, which I had to check in on and was told it was declined by my vet (it wasn’t and this was Koala’s mistake). Would koala have ever emailed me about my missing/“declined” order if I hadn’t reached out? They finally processed the order on a Friday and said it was going to ship the following week when it had already been delayed- it should have been prioritized at this point in my opinion. Basically everything went wrong and I had to end up emergency ordering some meds for my cat at Costco because this whole process ended up taking weeks.”
