“As an RN, after multiple calls with Koala, my vet, and then back with Koala ...I was assured that the order for my dog's antibiotic drops were forwarded to Koala's pharmacy. Not so. And Koala says it attempted to confirm the rx order 4 times with the vet. To me, very bad management/processing. And why did no one get back to me until I requested a manager to call me. Just, no medication sent. Manager mentioned they are a pretty new company, working things out. To me, this is not OK, when you are dealing with health matters.”
“as a new parent to my 4-legged son, this was my first experience using this kind of company - I had set up my account, ordered the meds, and asked my vet to send the prescription to Koala, in other words I had followed all the steps that they had asked for, and then nothing!! I called and was on hold for 45 mins, so I emailed them, and STILL no response. My vet had to eventually call them and then I heard from them. Right now, as a new customer, I have not had the best of experience that I feel confident to recommend this company - maybe with due time, we shall see...”
“Turn around for medication has been really slow each time. My vet has tried contacting Koala several times and there is always a big delay. It's taken on average 3 weeks to get my meds. I also hate that the medication comes in a HUGE bottle. Even human medication typically doesn't come in such a large bottle. The box that it arrives in comes in a box that is 4 times the size of the bottle, so also very wasteful.”
“Several issues arose while awaiting the verification of my dog's prescription. I only discovered these issues when I called in to find out what was going on. Nobody called me for two weeks to check and see if my dog's weight was correct. And nobody called me for another week to let me know that they were not getting a response from my vet. Once I knew (by me calling into Koala again) I was able to call my vet myself- and they responded right away. When I spoke with representatives on the phone, they were very friendly and let me know what the issues were. However, there was no explanation for why Koala had not ever reached out to me to let me know that there were any issues. Your confirmation of my order states that my verification should be complete in 1-3 days or they will contact me if there is an issue. Not so.”
“After the vet approved the prescription with Koala, it took entirely way too long for it to be shipped out. Several days more than other dog prescription services. Causing me to have to adjust my dog’s med schedule. Bad first time experience.”
“Took a week to ask for my birthday and another two weeks to ship. I’ll probably have to use another company because my dog can’t live without this medicine.”
“Our medication took a week to ship, with zero communication in the meantime. I think it only shipped because I called to chase it up. Not what we are used to with competitors. I'm not sure I would use Koala again based on this.”
“It took too long to get the meds. I ran out and my dog suffered for days. I had to get the meds from the vet b/c I never knew when the meds would come. You didn't provide any information about the approximate delivery date.”
“My last delivery from Koala Health was a disappointment. Because I was going to be away on vacation, I asked that the order be sent to a different address, the home of my dog Apollo's caregiver. The 5mg tablets of Vetmedin were neither cut in half nor pouched. I believe this service was omitted because the order had to be rushed. The order had to be rushed because, even though I had provided a written prescription weeks before, the record of it was overlooked. The outstanding customer care I've enjoyed so far really fell short this time around.”
“It took a very long time to get my order. Didn't feel valued as a customer until the manager emailed me at the end of my issues, (which was a few weeks). My cat was given his medication late.”
“Normally great but I emailed to cancel a shipment and got “we’ll reply shortly”, but no response and order shipped. I wrote again saying I didn’t need the order and that they never responded. Again I got the “we’ll get back to you”. Still nothing and the only way to cancel an order is to contact them… notifying my credit card to refuse any further orders since I can’t reach customer service.”
“Slow to respond on emails from general email board. Did not contact right vetinarian office the first time to fufill the order. Overall very displeased with level of service. As a result of poor service, my dogs skin issues became more severe and required additional medicine.”
“The time it took to ship my order was extremely delayed and may have taken even longer if I had not reached out to customer support twice. Response time from customer support was delayed as well. Nothing was done to rectify my dissatisfaction. Packaging was nice; however I just can't get past the delayed shipping times.”
“First of all I want to say that each and every customer service person I spoke with was courteous and helpful in three different phone calls. That said, as an organization you have to get your act together. I see you have great SEO which places Koala at the top of searches and you have a very attractive introductory offer. But if have the type of delay I had (even the initial delay before even being notified of anything) and if you don't respond to emails, customers are not going to stay with you. Maybe you should slow down the google advertising placements until you can catch up with your orders. Honestly, the only reason I looked for an alternative to Chewy is that Chewy doesn't carry Gabapentin. Otherwise I would not have switched. I placed an order on 2/28. The many delays and mistakes that were made are too many to get into here. Even though I placed my order 2 weeks before running out of medication I had to have one of the medications filled by my vet, where it cost $17 more. Because everyone was so nice I will give koala another try when it comes time to refill my dog's medication.”
