“I had been ordering the simparica trio. I noticed that there was a chewable version but I did not realize that it did not include heart worm protection. Instead of giving me a heads up (because I really didn't know the difference & I would expect the employees there to know) I was allowed to change the order easily (which I appreciate) however I was not warned about the difference. Now I can't get my money back & my software doesn't have protection against heart worms. I am a graduate student so I can't afford to just throw $50 of medications away/donate/etc.”
“Not pleased that I was not notified of my order status until it shipped. I have canceled further orders from Koala for that reason. Communication goes hand in hand with customer service.”
“You enrolled me in automatic renewal which I didn't want. I didn't want it and I dont need it.You caused me too have to spend a 153 dollars i didn't have and had to borrow. I will NEVER recommend you too anyone.”
“Tripled the price of my dogs meds since we signed up and won't correspond with me in writing over where the medication is sourced from. I asked online and one of their reps called me so the response wouldn't be documented.”
“While my vet tried their best, they didn’t appreciate the fragile condition my first baby was in, and the medication received from koala caused a catastrophic event, and he had to be put down. Not ur company’s fault but I don’t have a good association with the experience.”
“I was placed on a subscription service without my knowledge. I saw the charge on my card and immediately reached out to try and cancel the order. The price had doubled from my last order. I don’t need the medication and they are refusing to refund it. I had received 5+ emails in the past from them in my main email box no problem, by some coincidence the order notification was in my junk email so I didn’t see it in time to cancel. Seems like shady business practices. I will avoid at all costs and tell the same to all of my friends/family and all owners at my local dog park.”
“I did not receive yesterday's delivery even though you sent me an email stating that it had been delivered. I did not receive it today either.
Don Kirchner”
“So disappointed, my order when received it was already two months outdated. I had no idea that I was purchasing outdated medication for $123. I’m very very upset.
Dr Nancy Lipsett RN GNC.”
“Tried to cancel order but the customer se r vice could not do it cause there was no order number on email. They sent it anyway. Will return. Will I have to pay return shipping?”
“I ordered Zymox Otic Enzymatic Solution without Hyrdrocortisone that aids in the treatment of acute and chronic otitis externa due to bacterial and yeast infections, but what I got was a solution to clean my dog's ears. REALLY NOT HAPPY!!”
“Still have not received my meds. I have been waiting about three weeks, they're shipped but delayed. I wish the fact that my dogs heart disease medication was firley important to me was understood. Me and the vet got a refill to give her for now. Hope the meds come and I can learn to like this company as I was excited about the opportunity to use them.”
“I think selling medication that expires in 30 days is a bad business model. Your logistics team may want to order less inventory because clearly your product is sitting on the shelves way too long. I spend a lot of money on my dog’s wellness and had an interest in your pet care box program. But, I don’t now after being transferred to three people (two were managers) who kept repeating the same thing - that it’s not expired. Technically, it’s not but its not common practice for pharmacies to sells meds that close to expiration. You know that and so do I. I don’t think your company is fully committed to ensuring customer satisfaction as your website states. This first experience will be my last. I’ve been a business owner for 28 years. Friendly advice - customer complaints can sometimes be subjective and maybe not hard facts (like a product that expires in a month). If you truly want to grow your business, learn to be understanding with your customer’s concerns (especially when it’s a medication for their animal that they love and care for!) and you’ll retain them for life. The cost you would have spent to send me a newer prescription would have paled in comparison to the thousands I would have spent with your company.”
