Covetrus Reviews 103

Paid more than $500 for dog meds on 12/24/23. Meds have not been delivered as of 1/8/24. Coventrus says there is nothing they can do? How about refund the payment or reship the meds via expedited delivery? My dogs are out of pain and allergy medications and I am out $500 and there is nothing you can do? Why not use trackable shipments?

Worst company ever and sent the wrong medication for my cat. Will never use again as long as I live.

Still trying to get my refund - I was billed for a medication that was not authorized by my Vet ( have no problem with him) this company charged my credit card - told me I never cancelled auto refill - tried to explain it was not authorized for 40 min. Customer service tried to bargain with me “we can offer 50% refund?.. was finally told I’d be sent a refund and received an email to that effect - still no refund - customer service would literally have to try hard to care less - will share this with my vet’s hospital -

Placed an order for medication on Dec 27th. It's January 3 and it still hasn't been shipped. Customer service is worthless! Next time I will just go to my vets office! I needed this a WEEK AGO!!

I ordered medication for my dog on 12/22/23. After 13 days it is still not here. My dog has been out of his medications for two days. I called customer service and the person I talked to expressed no interest in my dog and that my dog was being hurt by not having his medication. He offered no solution to get the medications to me.

In a letter to my Vet's office yesterday:
While I am extremely please with you as my Vet, unfortunately, I cannot claim the same with your use of Covetrus as your online pharmacy. I have never dealt with such a poorly run company before in my life, as I have with Covetrus.
I need information regarding my order from 12/23/23. Their customer service is nonexistent. I cannot get anyone to answer my calls during normal office hours, waiting on hold for over an hour each time before giving up. Online Chat always tells me no agent is available. Leaving my number for call-back is never returned. It is my opinion that you should reconsider the company you use for your customers pharmacy orders, if you intent to keep your customers happy. You may also want to consider the Covetrus reviews on TrustPilot, as it is evidently a continuing issue with this company, since it changed management.

I wish my vet wouldn't deal with this company,what a rip off. they suck bad!

This company is trash… simply unbelievable trash, why are you even in business if you’re planning on being a completely undependable online pharmacy.Every month another excuses on why their not able to get your pets meds on time.Lies on Lies.I haven’t seen anyone have anything good to say about them makes me wonder why a vet would use them when there are other online pharmacy that don’t have these problems .

They absolutely suck. You wouldn't believe some of the emails they sent me telling me they couldn't fill my prescription because the vet ordered 15 compounded pills (1 every three days) and they could only guarantee them for 33 days and the script was for 45 days; then they emailed me again and said they couldn't send 10 pills cos they can't compound less than 15- WTAF? We went to Wedgewood Pharmacy and they had no problems filling the full prescription. Most recently, it's taken more than a week AFTER they filled a different script to get to my house! It's still not here, and my CRF cats NEED it! AVOID THEM!!!

Their prices are outrageous. I can purchase my dogs meds from Chewy for half of what they charge on Covetrus.

Over the past year, since the company moved to new ownership, they have fouled up a number of my orders and the company is terrible about communicating with their customers. My autoship orders have been mishandled. Medications become unavailable, but Covetrus sometimes neglects to inform me and I have to call and wait on hold a long time to ask them what has happened. Recently, a common steroid became unavailable, yet again. This time they informed me, but they also still charged me for it, then refused to credit my account, indicating that it would come "sometime." Shipped items take forever to get here, and their prices and fees are higher than other pet pharmacy companies. I am moving to Chewy for my cats' prescriptions since they are much more responsive and have lower prices.

Anywhere but covetrus! Through our vet we order auto ship medication for our dog. One of the orders was never delivered. First it was impossible to reach customer service. It took several minutes to navigate through the robo phone tree to get to the point where it told me to use the web and hung up. Through our vet we got a customer service number that worked but I was told they wouldn’t send replacements despite a tracking number showing they were never delivered. After pressing they offered a 30% discount on replacements. Give me a break. There are many other options for pet medications - find one of those instead.

Run as fast as you can to Chewy, Amazon, or any place that can fulfill a prescription order for your pet. Our vet recommended a prescription cat food for my aged and sick cat. Website to this joke of a company stated shipping in 3-5 days and we’d receive an e-mail when shipped…here’s the story;

* day 4we called as we didn’t not receive the food. Automated voice saying high volume and “wait time”…4-6 HOURS. We decided to call next morning.
* day 5…good news we thought because the automated response was the “wait time was 20-40 minutes…progress yes? Wrong, 3 hours and 40 minutes, still in queue with a periodic interlude apologizing for the wait…nobody ever picked up.
* while in call queue we decide to use another phone and select the option to not wait in queue and have someone call us back…somehow 25 minutes later, we get a call back. We inform the cs agent that we are still in the queue waiting for the next make believe agent to pick up
* After the obligatory apologies, we find that our order hadn’t been processed yet and would likely ship next Tuesday or Wednesday. Wife asked about the promised 3-5 days…oh! That’s to process the order and another 3-5 in shipping lead time. My wife informed cs agent that is NOT what the order process states on-line. Offered 20% discount “when it ships”. Really? 20% discount for dreadful customer service that potentially impacts the life of our pet?
* We ordered another batch from Chewy but because we wrongly trusted this firm, we still have to wait for a prescription diet for our ailing cat.
* sent e-mail to the customer care about the urgency of my order and to let them know of my extreme displeasure in their dysfunctional call center, inept customer service, and deplorable misinformation. This review is my first of many reviews wherever I can get the word out to avoid others putting their pets in danger.
* informed my vet of this experience and she was going to try and find a local supply of emergency portion.

Update: to be fair and transparent…we received the prescription diet food the following Tuesday and they refunded 100% of my purchase. They did also cancel another part of my order as it was out of stock but wasn’t informed of that until the food was shipped. That was a great gesture from them. They had informed me that they were having trouble getting the food shipped from their vendor. Another side note….during all this experience, we placed a second order with Chewy on that Thursday in the review and received it Saturday…2 days after ordering. All in all, it was a really bad experience made better by refunding my money but I’d say at best they have very bad operational issues and their call center/customer care dept needs to be outsourced to professionals that have accurate lead times and the staffing necessary to answer the phone.

Received a coupon from vet, so thought I’d try. Never again! Ordered 11/9, still had t received by 11/16 because of wrong dosage info, called them and my vet to straighten it all out. It’s now the 19th. I called again and they were still questioning dosage, although all had been explained. I just gave my dog the last pill I had, and now he’ll have to go without for at least 2 days (if they finally get it right). NEVER received a call or email from them regarding delay!

I have ordered meds dozens of times from them over many years. Its much more expensive ( shipping and all the " fees") than comparable companies. However, my beef is that the ONE time I needed customer service they never called back. I reached out through social media as final attempt and although they responded with someone will call you--no one ever called. Its been 10 days. Customer service is unacceptable for a pharmacy.

Customer service is almost non-existent. We had nothing but problems. Our auto-ship for our cat's prescription canned food for hyperthyroidism came with the correct invoice but the box contained a bag of dry food for Kidney Care. We only have 3 cans of our cat's food left and now what do we do?

This company knows absolutely nothing about customer service and the needs of people's pets. It takes a week just to fulfill a one item order and no one can tell me when I'm going to receive it. Everything is drop ship which takes forever from the manufacturer. My vet office made the big mistake of using this service and I will never use again. Not when there is great service with Chewy.com. I could have had my prescription food within 48 hrs from ordering with Chewy. One week later, and still no food. I had to go to my vet office and buy more for the interim. Very expensive pet food.

Pet parents - even though your vet has made the unfortunate decision to align with this company, get your prescriptions at any one of the numerous, reputable companies that actually care about their customers. My order from Covetrus arrived in the mail with the top of the package completely cut off. Not having any way of knowing who opened it, why they opened it, or whether or not they did anything to the medication inside, I called customer service to ask for a replacement. After being on hold for 30 minutes, the customer representative was very nice and said I could get a replacement. Two days later I get an email from "GPM pet owner support" asking for photos. I sent a photo of the package. I get a reply saying they need a photo of the damaged product. I again replied, explaining the product itself was not damaged but as the package arrived open, I had no way of knowing if it had been tampered with. Once again, they replied back stating they needed a photo of the damaged product. They did not even take the three seconds to read my email. The person replying to the email gave "call center in a one-bedroom apartment in India" vibes. Or maybe it's a not-ready-for-prime-time AI customer support chatbot. Now obviously, once a product leaves a company's warehouse, they have no control of what happens from there. But every company I've ever dealt with has worked quickly to resolve the issue and provide a refund or replacement, while making me feel valued as a customer. No questions asked. No hoop-jumping. The company loses money this way, but retains a customer. Upholds a reputation. These companies are the big dogs, and Covetrus can't run with the big dogs. Customer Service is King, and I'm confounded that a company operating in 2023 can fail this hard at it. I eventually did get a full refund, but only after I called my veterinarian and they called Covetrus.

Been trying to get heart meds for my dog since March 10 2023 while on the road. After waiting in an unimproved campground for a couple wks, I had to keep moving on, so the order was cancelled, and a new address used for reorder. On arrival to new shipping address, package was supposed to be shipped overnite, but it never showed up. Then I picked a another location, and had it shipped to a Fed Ex spot, but order was sent UPS (without my aknowledment) so pkg had to be redirected to a UPS pick up point. Here I still sit in a walmart parking lot for 3 days. It was supposed to arrive again today, but was just notified that it will be another day. Dog almost a week without the meds..

My vet sent a prescription for insulin - a life or death drug - to Covetrus. Here is what happened:
1. I could not enter credit card information using any browser - it simply would not let you type numbers.
2. Their help desk closed at 2 on Saturday which was before the prescription was placed.
3. I left urgent messages and it took them a week to respond.
4. They sent the response ON A DAY THEY WERE CLOSED.
5. This used to be Henry Schein - a major medical supplier, I don't know who took them over, but
a) they don't know how to make an e-Commerce site work,
b) you can't trust them with your pet's life,
c) If it takes you a week to respond to an urgent issue on medicine, you shouldn't be in business.
6. I had to find somewhere else to get the insulin for my pet.