“Koala had issues charging my credit card that had a $200 balance and very high credit limit. I had to call Koala, and I requested they rerun the card.
Think for yourselves. Why did I have to troubleshoot.? Took over a week for me to receive the order.
Likely my first and last order with Koala.”
“Unfortunately no one contacted me to let me know that my order was delayed a week. I had to send an email and even then it took a day to respond. My dog can’t miss her meds and this was quite a delay. Otherwise good.”
“Koala offered the most competitive pricing for the pet medicines I needed. They confirmed with my vet and accurately shipped to my door. However, the process took far longer than expected and than their competitors. Over a week after I'd submitted my order, it was still "processing" and my prescription hadn't been confirmed with my vet yet. I reached out to inquire about an update, and it took several additional business days for my order to confirm, then ship and finally deliver. Luckily, I didn't need these refills in a timely manner. I'm still unlikely to use Koala again--in my opinion, their lower prices aren't enough to justify the significantly longer timelines and follow ups required. Overall, Koala's competitors are out performing them.”
“Shipping was quick but processing took a long time, with no contact on why it was taking so long. My vet approved the prescription a day after I ordered, but I didn't receive the medicine til 2 weeks after the order was placed. Again it would have been nice to have been contacted to know why there was such a delay in the fulfillment of my order.”
“Account set-up issues at the beginning. Only reason I placed the order was because you realized the error and offered me a reasonable discount. I also had to call your contact # to get an update on my order. The order status feature is lacking in real-time accuracy. I'll consider Koala next time I need pet meds, mainly because you are semi-local and a start-up. Keep your prices low and you may have a repeat customer.”
“Appreciated discount
Long delay between order and final vet approval...Koala blames vet, vet blames Koala
Fancy packaging--could cut your costs and customer costs with plain packaging
Once shipped, arrived on time”
“In the process would have taken way too long if I didn’t follow it and force action at each stage. The service rep at Keio Ola was excellent and without her help button, it might’ve taken up to two weeks to receive a prescription.”
“Nice price with the new customer coupon I used but because of the nearly 7 days it took for your company to ship my package I will not be frequenting your site for any future purchases.”
“It took 15 days from the time I ordered to delivery. I went for long periods with no response from Customer Service. My order was packaged nicely but the timing and responsiveness caused a lower rating”
“My dog takes apoquel daily. Your promotion was helpful since it's so expensive. It came yesterday. I found it took longer than usual for you to fill the order. Also I was surprised when the label read oclacitinib instead of Apoquel. I thought Zoetis was the the only manufacturer. That concerns me. Is your product from Zoetis?”
“Price of my dog's rx was good and ordering was easy. However, after days of seeing the order under review I sent emails inquiring about my order status.No one responded to any of my emails. Via phone, they said they hadn't gotten auth from my vet after 3 attempts. My vet said they authorized the script right away. After I finally spoke with someone, the order was processed. I wish they had let me know sooner so I could have intervened. Packaging was very nice. It would have been 5 stars if they hadn't waited so long to process.”
“I think you could give a quicker response when the order is delayed. Or having trouble with the animal doctor. And I feel like it's takes days to a weeks before I get a response. I feel each step that is done give a email answer to the client that you sent the doctor have not yet a response. When the doctor responded give a email update. That way the person ordering can get the problem solved. And the dog doesn't have to be the one waiting on medication.”
“I did not realize the time frame required for fulfilling an order. The order did not make before my pup ran out of his current supply, so I had to buy locally before the order arrived. Now I have LOTS of the medication.”
