“Extremely poor service such that my first order will remain my last. I put in an order, my vet approves prescriptions on the same day but I didn’t get any updates from Koala for almost a week. When I called the rep confirmed that the vet had approved the order but that Koala’s pharmacist was backed up. Then a week later I received an email raising the price of my order. I replied to it (it said I could provide a response by replying to the email). I didn’t hear back for 2-3 days so I called. Koala’s automated system didn’t pick up and directed me to vmail. I left a message with all my details. Received no call back. Called again the next day and waited on hold for a very long time. The rep who picked up didn’t apologize for the terrible experience, the lack of response or try to make it right. In the end my order arrived weeks later with a higher than original price. Completely a horrible experience. You should just shut down the company. You have zero competitive edge”
“I had a terrible experience with Koala. My medication was delivered extremely late, after 2 weeks of the order being ordered on 3/25 and I had to follow up multiple times with the team to see where my order was. Many of my messages went unanswered. I had to go elsewhere to get my medication in order to get it in time.”
“I called into customer service again this month because our refill never gets filled on time and mailed out before our regular RX isn’t out. This has happened several months. Every time I call in Koala says it is fixed and it won’t happen again and then the next month it happens again. I am so frustrated that I have to call every month because we get out Rx late. This time I asked for a supervisor to call me back and it’s been several days and no phone call. Terrible customer service.”
“At first I was happy with Koala. Then spring time rolled around and my pug was licking his paws more and starting to get irritation on his underside. So instead of a half pill I gave him a full pill. His original prescription said give half or a pill as needed. It's apoquel so it's not a controlled substance. You get an email about a soon to be shipment. I responded back by asking them to send 2 refills rather than one. They reached out to a Vet that last saw him before moving out of state. Koala opted to not send his scheduled refill at all. That's just wrong. Instead of sending what I ask for you just don't send anything? Once the refills run out I won't use them again.”
“I ordered my product months in advance of when I needed it. My vet took very long to approve the script. However, koala never contacted me to tell me there was an issue. My vet also increased the dose and I was charged more due to that. Again, it happens but I had to call koala myself to get that information. Not happy with my latest order. I will be canceling and going elsewhere.”
“At first I thought koala was great, but now the price of my dogs medication has nearly tripled and I wasn't notified until I got the confirmation email that I was about to be billed.”
“I’m receiving the pills more often than needed! There are 8 pills in a big bottle, then packed in a bigger box. If you would do a bigger quantity at a better price there would not be so much waste and shipping charges. I want to cancel this prescription!”
“Constant order issue. Took forever to get the order even shipped. No one was listening to me about my animal and think I had the same pet when I didn’t. Then when I got it due to weather and order not being put at the door correctly my package was wet and damanged.”
“So disappointed with Koala Health! I wanted to love them as they are small and local here in Boston. I came across the company from an IG post and I was excited to try them out. I went to their website to create an account and I encountered issues off the bat. Their system was glitchy and wouldn't let me create an account. I wrote an email letting them know about the issue and got an automated response later in the evening that the problem was resolved. I submitted my order on 3/16 and had to follow up on 3/22 looking for a status update. My vet had informed me the Rx was approved days prior and yet my status on my account was "in progress". Being that I ordered preventatives and medication for my dog it was somewhat urgent that I received them sooner than later. I called Koala to see the anticipated ship date and got the RUDEST customer service agent! She was giving me attitude and snark responses as if I was the problem. I was completely taken aback. Her excuse was that they are closed on the weekends and therefore they are in the process of filling orders now but the fulfillment is usually 7-10 days. I asked her where that was listed on the website and she told me it wasn't. I replied that is vital information that needs to be client-facing- especially when the premise of your business is medication. She gave me the snarkiest reply "OK! I will be sure to let them know your suggestion! Have a great day!". I'm sorry but when you are a company whose main purpose is to supply medication to animals and you can't do it in a timely matter or have customer service representatives who are empathetic and care about your concern - you get an F in my book. I have never canceled a subscription faster in my life. I have been a loyal Chewy customer for years. I always root for the underdog as I work in tech, primarily in the start-up space and I know how hard it is to compete against corporate conglomerates. But I also see how those companies are successful and why they have loyal customers. Koala isn't going to make it if they continue to be slow with their fulfillment - but more so - if they continue to be rude and disrespectful to their customer base.”
“My cat was in need of medicine and it was supposed to be verified within a couple of days (it was) and it took over 2 weeks to get here. Had to go to order two bottles from other places and then was called by koala asking if they should send me a third on top of what I originally ordered with them - I said no and it still took a couple of days from that call to ship my original order. My cat isn’t taking it for ringworm, he’s taking it for something much more serious and this company does not take the patients needs seriously. I don’t trust koala at all with my pets needs”
“This was an awful experience, it took 2 weeks to get my pets meds and I never received a response from my email and the person I spoke to lied about a rush on my order. I will never use this site again”
“It took 2 weeks to get this order — and That’s only after I called after more than a week to see what was going on since it still showed it hadn’t even shipped online... and had to beg to have it marked "urgent". More than a week to "verify" a perscription? Sorry, but we can’t depend on delivery like this going forward.”
