ComplaintsforEntirelyPets.com
Pet Supplies
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Complaint Details
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Initial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Should have read the reviews first but I was desperate to get my dog's medication ASAP. Tried calling the company over 10 times throughout the day and never received a call back or spoke to anyone. Live chat does not work and emails go unanswered. Clearly a scam so I need order SOEPRX560073 canceled and my money refunded to my original payment method immediately.Business response
10/14/2024
Customer: ***** ******
The customer placed a single order on 10/11/24 @ 11:15am.
The customer spoke to an agent the first instance she called @12:19pm, The customer service agent did exlain we were experiencing low staffing that day, and their is a seperate line for "Vet offices" to contact. We have an option for a generated call back ater the "inbound line" are clear. The customer selected that option and then instructed an additional agent to cancel the call backs.
Fax requests were sent to her veterinarian the instance the order was placed.
The customer cancelled the order on the same day. The pending authorization was voided on 10/11/24 @ 1:50pm
PLEASE SEE THE ATTACHED CALL LOG.Initial Complaint
10/04/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I ordered flea and tick meds for my cat and I ordered the 3 month supply and they sent me the 2 month supply. I have called 5 times and nobody is refunding me my money. I had to send back the wrong med that they sent and they still are not refunding me my money.Initial Complaint
09/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered on 9/12/24 Delivery expected 9/17/24 - No Delivery received. Contacted customer service on 9/20/24, 9/22/24, 9/23/24 No Response from Company Filed a complaint with the shipping company on 9/20/24 No response from the shipping companyBusiness response
09/30/2024
Ordered: 9/12
Shipped 9/12 thur OnTrac (Carrier)
Delivered 9/17/24 with photo confirmation. Address was reviewed and matches to carrier photo confirmation.
*******************************************************Customer response
09/30/2024
Complaint: 22350978
I am rejecting this response because:
The item was never received. Nor has the business responded to my phone calls or has made any attempt to replace or refund my purchase.
Sincerely,
*** ****Business response
10/01/2024
We will not be issuing any refund or reshipment. The customer has a been provided the tracking details on 9/16 The confirmation shows photo proff of delivery. The consumers address was verified and matched to the confiramtion Ontrac has provided.
Shipping Confirmation with Tracking:
*********************************************************************************Customer response
10/02/2024
Complaint: 22350978
I am rejecting this response because:
The business has failed to respond to the customer (me) by phone email or text after multiple attempts. There is video footage of all movement in front of the home during the day except during the times that the supposed delivery happened. The delivery service has not responded to complaints about the delivery.
This business takes zero care or responsibility and lacks customer service.
Sincerely,
*** ****Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 2 orders of C.E.T. Dental chews (total of 6 bags) for my sons seeing eye dog. I had previously ordered these chews (3 bags) before at Entirely Pets, and received free shipping for that order so I had no idea that if I purchased 2 orders (6 bags) that I would be charged $28.01 for shipping charges. I hadnt noticed the shipping charges until after I placed order and that is when I realized after placing order that the amount for the 2 orders, which I expected to be $149.23 instead of the $177.24 that I was charged. I was not able to call entirely pets right after I made order bc I had a previous commitment and by the time I was done with commitment, it was too late to call Entirely Pets bc they close at 5 pm AZ time. So I called customer service the next day and spoke to ****. I asked **** why I was charged $28.01 for shipping. He said he believed that the chews may be considered under the category of food. I told him I ordered them previously, and I received free shipping. Website indicates free shipping for orders over $69 but may charge shipping charges due to weight and dimensions. **** said he would check with accounting to find out if I could be reimbursed for shipping charges and that I should receive an email at least by Monday 8/26/24 with decision. I never received email so I called Entirely Pets on 8/26/24 and spoke to CS who told me shipping charges were correct due to oversized item bc I made 2 orders. I then spoke to supervisor **** and he said sorry oversized items are charged shipping fee. I guess if would have made 1 order, no shipping charges at least according to a previous order of the chews showing no shipping charges. I told ********** had no idea that making 2 orders of the chews would make this an oversized item. I didnt understand why they couldnt ship 3 at a time and then there would be no shipping charges. I would be satisfied if Entirely Pets would provide me store credit for $28.01 shipping charges. CS ppl were very nice.Initial Complaint
07/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Bringing attention to the false BBB accreditation advertising that this business is listing on their website.Initial Complaint
07/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
order not acknowledged, order not filled. i want my money back from these scammers!Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On May 31, 2024, I placed an order for prescriptions for my dog, including a heart medication. After my veterinarian approved the prescription, EntirelyPets shipped out only 15 of the 180 approved tablets, citing a back order. They provided no date on when they would have more of this very common, widely available medication back in stock. I have e-mailed them 3 separate times, on June 24, July 4, and July 11, receiving confirmation that theyve received my case, yet they have not bothered to reply. Worst customer service of any pet pharmacy Ive ever used - based on other complaints on this website, they deserve to lose their licensure and go out of business.Initial Complaint
06/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered varenzin Ca-1 for my cat and he died before being able to use it. I emailed to ask to return or refund the item. No one responded. I then called and they said a supervisor would call me back and they didnt. Every other pet company offered me a refund and condolences and this company would not even get back to me. Its horribleBusiness response
06/04/2024
Customer:
***************************
428 10th street apt 1
*****************
Order was placed 4/8/24 for varenzin Ca-1 (Molidustat) Oral Suspension 25mg/mL, 27mL. The approval was obtained from the customers ***************** The "Rx' was shipped on 4/15, delivered on 4/22/24. Medication is intended to be used on purchase, safe pharmacy protocols prohibit the returns of Rx medication. It is in our policies to not take "Rx" back for specififc contamination or tampering precautions. Theese policies are also stated on our website.
Copied from:
**********************************************
RETURN POLICY
We can not accept returns on prescription items.
Please visit the FDA: *********************************************************************************************************************************************** learn more.
The Customer placed "1" call to EntirelyPetsPharmacy on 6/3 @ 4:07pm PST. Where she was advised we do not take returns or offer refunds on Prescription drugs that were not adminstered.Customer response
06/05/2024
Complaint: 21801121
I am rejecting this response because: nowhere in the order did it say that they had a no return policy. Also, I was told that a supervisor would call me back and no one did. Every other pet company that I contacted either refunded or accepted return of pharmacy and other products when I informed them that my pet had died, they cannot deny a return when they didnt state that was their policy. Please see attached order confirmation. ******* says that they have a no return policy.
Sincerely,
***************************Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed my order SOHP1046962 on April 24, 2024. It contains three items.I received all the other items from this order; however, the "Petsafe Gentle Leader Quick Release Headcollar Small - Black" is still listed as unshipped. I've sent two emails ask a check, but no one replied. I want to get a refund for this missing item.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered 1 time from this company to get flea collars for my dogs. They now have me on an auto delivery I can't get a hold of them by phone or email. I want this to stop. How do I get my information away from them and to get them from sending any more shipments.
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Customer Complaints Summary
35 total complaints in the last 3 years.
13 complaints closed in the last 12 months.