“I've been using Koala for about 2 years+ now and I think the user and product experience has gotten better. That said, there's still quite a bit of room for improvement and I'm surprised at some very basic product features that after 2 years they have never shipped. I HATE that they make me call them for simple changes like a temporary address update or delaying a shipment because the customer service experience can be VERY uneven. Why is there still such limited ability to manage your account online?? I guess I'll never know. I've asked for my medication to be in pouches and one week it will show up in pouches and then the next it won't -- why? I'll never know!
I don't think they have taken much of my user feedback seriously and generally when I have to interact with them it's been frustrating. Please please put the power to manage the account in your users hands!! That said, when I don't need to request a change I've generally found the service adequate and on par or cheaper than other offerings. That said, I would pay a premium for services like Chewy Pharmacy simply for the ability to manage my own account. The stickiness has honestly just come from what a hassle it was to get onboarded -- right now the cost benefit of having to facilitate a transition between my vet and another platform seems like to much effort. So overall a solid 3/5, it's definitely better than it used to be, but they still need to take the product experience, particularly when it comes to online account management, so much more serious.”
“it took 2 weeks to recieve a very small common shelf item. This was not a postal service issue, this was an issue within Koala. I will buy elsewhere next time”
“The amount being charged for the prescription I got is almost the same as what I pay for double and the only reason I was ok with it was the discount code, completely inflated prices”
“I like Koala in general. My only complaint is that my order, which was my first order with you, arrived several days later than it was supposed to. I realize that was the fault of the U.S. Postal service, but you are the ones who chose to use the unreliable postal service.”
“The type of metroclopramide that was sent does not break in half easily. It tends to crumble so I end of throwing part of it out and I am not sure if she is getting the right dosage”
“First time I ever ordered, the pharmacy didn’t leave an invoice to my vet and I had to ask for koala to call my vet again to request the prescription. 8 days after placing the order. Second time I ordered, the day it was expected/tracked to be delivered by 9pm and I never received it. It wasn’t until two hours later at 11pm, that I received an update saying it would be delivered by the end of the next day. Better updates and communication”
“I would much rather that you text me rather than email. There are some weeks I don’t get to my email at all and on two occasions you have just sent all of the meds and I don’t need all of them. I’m finding this very stressful each month to make sure that I intervene before you send them if I got a text, I’d probably see it and it would have better control. I’m dealing with a dog that’s near his end of life and it has been very stressful in itself to add this stress has just been a little over the top.”
