“This review was written on 12/11/24:
We started using Koala Pet over a year ago on 9/11/23 it has been over a year now.
I really like Koala Pet when we first started and I appreciated how great their customer service was and how easy it was to order pet meds online. Additionally, I appreciated the free shipping and how they include needles with my pet's medication.
However, as the time has gone by and with recent price increases, I am officially starting to look at other options.
For starters, I really dislike how I can't make changes to our subscription online such as being able to change the refill date, cancel or pause orders, or upload prescriptions to avoid prolonging processing times. In order to do any of the aforementioned, I have to call the customer service line to be able to do so. Customer service is only open Monday through Friday, 8 am-5pm Eastern Time. This makes it difficult to for those of us in the west coast and if you need to make any changes over the weekend, then you have to wait until Monday.
That's my next complaint, I strongly believe customer service and koala should be open 7 days a week. Koala is in the business of refilling MEDICATIONS. I strongly believe anyone in the medical industry should work 7 days a week. Health doesn't wait just because it's the weekend.
Additionally, there should be an option offered for over night shipping at the cost of the customer.
There have been times where I have messed up and administered my pets injection wrongly and the medication was wasted so I've had to reorder. However, for me to receive more meds it will always 10+ business days. It takes 5 whole business days for Koala to process the order and another 3-5 for shipping. This puts us in a serious life or death situation when your dog needs medications to live and you are out. Their health doesn't wait for corporations to get it together. Over night shipping should be an option.
Lastly, the cost of medications increased this October with ZERO prior notice.
We order two medications from Koala. Both of them went up without any notice or explanation for the increase. A 6 month supply of 5 mg. of Prednisone went up 290% from $8.55 to $33.35. A 4 mL vial of Zycortal Desoxycorticosterone went up 37% from $214.69 to $294.42. As customers, we are being asked for more money for medications our pets need to LIVE and we cannot even get a heads up, an explanation and faster processing times??
Koala really needs to decide if corporate greed is more important than holding on to their customers.
After over a year, I am thinking it's time to get our dog's medication elsewhere if things don't improve in the near future.”
“My koala, as a pharmacy, has been great. However, which I know koala has no control over, USPS shipping sucks. My last care package got all the way to Indianapolis (I live in IL) and then was sent to North Carolina.”
“First time I had issue. My last auto-fill of tartar chews I said to postpone order since I still had a bag of chews unopened.
But you submitted order. So now I have 2 unopened bags of chews.”
“My vet transferred me to Koala and moved my prescription over for my dog. I made an order and never heard anything back on it for about 2 weeks. I looked into my account and saw that it said I needed to contact the pharmacy and there was action needed on my account. I sent an e-mail and did not receive an answer during business hours so I called the pharmacy phone number. No one answered for about 30 minutes so I used the option to have a rep call me back. Within 5 minutes, someone did and was able to see why the order was on a hold and fix it. The order was sent out and delayed but my assumption is it was delayed due to Thanksgiving.”
“Your survey responses were marked with a 1.4% probability of accuracy due to the increase in the number of requests for online customer surveys that often include deceptive schemes and avoidance of customer concerns. This is a major cause of disruptions to online privacy.
Our “Candid Response” provides you with an accurate, detailed, reply without the 98.6% possibility of skewing the data. The service fee is $150.00 and is payable to Paypal (ppaluigi@gmail.com). Alternatively, you may unsubscribe this email address from your current registry, as its value would have de minimus merit.”
“I love having med delivered to me, but I’m “older than dirt” and have major problems navigating a computer. Thus confusion is created and the more I try to “fix” the mess I make, the more intimidated I become over your reactions to my “mess”. So sorry! My bad!”
“First impression wasn't the best. Koala solicited me via email under my vet clinic's name, so I placed an order. A couple days later I received an email that my vet wouldn't authorize to a 3rd party (Koala). So I had to call my vet, they had to call me back, wasting my time. Got an apology email from Koala, but they never let me know if it was approved or not. I received no verification if the meds were being sent or rejected. Just left up in the air. About a week later, I received the meds. So I guess it all worked out in the end, but to me, it felt disorganized with poor communication. So meh. I wouldn't recommend.”
“On November 7th I ordered (190RW) for the 1st time and when I received the text stating it was delivered - I looked and it was not on my porch - I never received it! I called November 19th and explained to them that I never received my order and they were able to resend me my order. To date I DO NOT HAVE MY ORDER!!!!”
“I have been so very happy with Koala up until the point where my pup took a turn for the worst and meds were already out for delivery. There was no option to return the unopened box that wasn't delivered yet or even a refund which makes me very sad. It's very expensive and at this point with all his hospitals visits it would have been nice to have an option”
“Love this website and company! The only problem is that sometimes it is really hard to get a prescription set up. Took us a couple weeks but now that it’s set up we are so happy with it!”
