108 Customer Reviews
Review from Melissa F
1 star10/06/2024
Zero stars. Nonexistent customer service that preys on people who trust their own veterinary office. I checked my account, and there are no prescriptions set up for auto-ship. Yet, I received a $198 six-month supply of a prescription I had previously canceled auto-refills long before I received the "Your prescription has shipped" email. (Which comes after the product has already shipped, by the way. Why? Because they don't want to give you the opportunity to decline.) Good luck reaching anyone to speak to. They are a parasitic third party and rely on the trust a vet's office has earned. Don't support this business. They ***** on medications, send auto-ship without enough notice to cancel, won't accept returns, and can't be reached for customer service. I called and received a message telling me to call back another time. Shame on my vet's office for using Covetus, actually. I preferred using the vet directly. Money-grubbing, third-party apps like this one are ruining the business-client relationship one develops with a company/doctor they actually trust.
Covetrus Response
10/09/2024
H *******,
Im very sorry to hear about the issues youve experienced with our service. After reviewing your account, I see that the prescription youre inquiring about was set up for autoship every six months when it was originally ordered on April 16th, 2024. Unfortunately, it appears you did not receive the autoship reminder email that should have been sent a week before the order was placed. I sincerely apologize for this oversight.
To address the inconvenience, Ive processed a full refund of $198.82. You should see the refund in your account within 5-7 business days. Please feel free to dispose of the prescription locally as needed. Additionally, *** confirmed that there are no active autoship orders on your account at this time.
Regarding your feedback on customer service, I see that you attempted to reach us via chat on Sunday, October 6, 2024. Our customer service hours are Monday-Friday, 8:00 AM to 7:00 PM CST, and Saturday, 9:00 AM to 2:00 PM CST. Live chat is available on weekdays from 8:00 AM to 4:30 PM CST. If you need assistance outside of these hours, youre welcome to email us through our "Contact Us" page, and we will respond as soon as possible.
Should you have any further questions or concerns, feel free to contact us at ************. Were here to help.
Thank you again for bringing this to our attention.Review from Monic P
5 stars10/03/2024
I have always had a good experience with Covetrus. But today I called them to tell them that my dog had just died on the day they shipped $168 worth of her meds. They were kind enough to give me a refund. Great customer service!Review from Scott P
1 star09/27/2024
You should be able to give negative stars to this subpar company. Unfortunately, my vet uses this whatever you might want to call them for prescriptions. My furbaby is on a prescription diet and this is the 2nd time they waited 6 days to tell me that the food I ordered is not in stock but.... they charged my card on file the day I placed the order. It's not like I can run out to the local pet store to get my dogs food. So then I have to call my vet, get a paper prescription and order from chewy and upload the prescription. Chewy to the rescue. They are never out of my dogs food and I bet if they were out I wouldn't be able to add to cart and purchaseReview from David f
1 star09/05/2024
Have had trouble with them sending prescriptions since the start of the service my pets never get their medicine regularly because of their service whether they don't send the medication for a month and a half and not tell us that they didn't have it and just send it late or cancel my order and not tell me they cancel my order even after my vet wrote the prescription two weeks before they still want to tell me they didn't have the prescription from my vet when I verified with my bed before even placing the order I have had numerous numerous issues with this company save yourself the troubleReview from Paul V
2 stars08/29/2024
I am very dissatisfied how the pet pharmacy website suggests possible discount sales only to find they are not applicable to our prescriptions, then not long after placing our order a site wide sale was offered so we lost out on the discount. **************** *** was professional but said company could not do anything. Most good businesses will honor a sale towards a recent purchase, or at the very least, allow you to apply sale to your next purchase. Very bad experience.Review from Adrienne D
1 star08/27/2024
Absolutely awful customer service. Set up for auto-ship and they shipped a prescription I didn't need and won't take a return and won't offer me a refund. Take your business anywhere else, like perhaps Chewy where they take returns and give refunds no questions asked.Review from Ashley S
5 stars08/22/2024
Most caring professional pharmacy I have ever dealt with. The customer care is beyond! These amazing people truly care about your pet and you as a customer and would have to say it's a true pleasure to do business with them.Review from kristin s
1 star07/08/2024
i agree with all other negative customer reviews. Incredibly poor customer service. I strongly recommend you go elsewhereCovetrus Response
07/09/2024
Dear *******,
I am truly sorry for the inconvenience you experienced with our company. I have reviewed the call log of your interaction with our representative and will ensure that any necessary coaching is provided to improve our service.
After examining your account, I see that our representative offered you a 50% refund on the original order, as well as a 50% discount on a new order, due to the original order being reported outside of our 30-day window for missing packages. However, as a gesture of goodwill, we have processed a full refund for your original order. Please allow up to 5 business days for the refund to be reflected in your account.
If you have any further questions or concerns, please do not hesitate to contact us at ************. We value your feedback and appreciate your understanding.Review from Andrea H
1 star06/27/2024
I own a veterinary hospital in *****, **** and have been partnering with this company for 4 years. Their costumer service had changed for the worse and we are switching to another pharmacy. We have been requesting documents and records for 3 weeks in order to start operating with the new partner, and Coventrus has been either declining to submit or saying they will send them by the end of the day and nothing happens. Very frustrating! I will never work with them again!Review from Jo T
1 star06/19/2024
I wish I had read the reviews before ordering. 3 weeks after ordering and being assured meds would be fast tracked-still hasn't been shipped. Will not order from them ever again.Covetrus Response
06/20/2024
Hello **,
I apologize for the experience you've had with obtaining your pet's medication. We understand the importance of timely medication and regret that this did not happen in your case.
Upon reviewing your account, I see that you contacted our customer service team about a missing package. We have placed a new order with expedited shipping and included a 25% coupon. Additionally, we refunded you for the original order.
Unfortunately, the medication did not have any refills on file, so it required approval from your veterinary clinic, which we are still awaiting. A customer service representative will reach out to your vet clinic today to expedite the approval. Once processed through the pharmacy, you will receive the medication within 1-2 business days.
If you have any further questions or concerns, please feel free to call us at ************.Thank you for your patience and understanding.
Customer Review Rating
Average of 108 Customer Reviews
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.