“It was easy to use but not easy to cancel the auto refill. You should have it as an option and not make people sign up for it automatically. You should also have an easy way to cancel it on your website without having to contact you.”
“Very easy to order from Koala and the prices are great. My only issue is that I order a year supply of heartworm medicine and some will be past the expiration date becfore I use them. Very disappointed in that.”
“I am generally pleased with the service as compared to Chewy and PetMeds. I find the pricing to be more transparent and stable. There are a few caveats though.
1) It is hard to produce a invoice meeting insurance company requirements online. The shipping receipt works, but you get that between a day and a week after the order is billed. The dates on the shipping receipt do not necessarily match the bill date, which can be issues for insurance claims if happen on different policy periods.
2) If you pets with health conditions, which is why people are likely here, you will be faced with constantly shifting prescriptions. coordinating this with koala can be difficult, as you may need to pause delivery knowing it will change OR your vet simply changes dosing instructions but not the dispensed amount. there are a few other scenarios which have been annoying.
3) There is no display of "remaining refills" on a prescription, or even views of active prescriptions. Vets can be cagey about third-party prescriptions - it's like pulling teeth to get them from our vets. Koala informs us of a need to get an Rx when they try to process an order – ideally we would be told on shipment "You have NO REFILLS REMAINING" and your staff will try to get an Rx that week, and we would be reminded a week later if it has not happened. Instead, we find out there are Rx issues when the items should be shipping and have to fight with vets for a paper Rx to mail to Boston - which can take 2 weeks. Human doctors don't operate their own overpriced pharmacies they try to force you into, but vets do.”
“Great delivery, although it took a little longer than I expected (but that may have been due to my vet). Packaging was very effective. Looking forward to using the service in the future.”
“Great competitive (and often cheaper) prices. Great, responsive service. Quick and free shipping. A great alternative to other online or local/vet pharmacies.”
“Everything went fine online, especially since your customer service person was such a help. Packaging was nice, but too large for my small cluster-style mailbox--it ended up in a locked parcel locker, which can be a pain to open. A padded envelope would have sufficed.”
“Koala had the caplet form of medication I needed. It seems rather slow in filling the order after receiving the pharmacy order from my Vet. I called on 2/26 or 27th for status.
Order placed 2/16, my Vet received inquiry on 2/20, order shipped on 2/29, order received 03/04.”
“Prices are good and packaging was nice. Really appreciated the bandana. Could improve on communication. Would have been nice to hear from Koala about the status of the order. I understand it took some extra time to deal with the Vet but I didn’t hear anything for a long time. Just a touch base, we are working on it email would have been nice.”
“The only reason it isn't a 5 is the last 3 or so orders have run way behind leaving us with no medication on hand. I hope this is just a fluke and that things will return to normal”
