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Business Profile

Online Animal Prescriptions

Pets Drug Mart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Animal Prescriptions.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:27/02/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a formal complaint against petsdrugmart.ca, an online pet pharmacy, due to their unacceptable delay and lack of accountability in fulfilling my prescription order for my two cats.

    Approximately a week ago, I placed an order for prescription heart medication that my pets urgently need. However, despite my repeated follow-ups, the company has failed to prepare and ship the medication. I have contacted their customer service every day for the past four days, only to receive the same generic response without any real action being taken.

    **** ** *** **** ** ************** ** ** * ****** ** **** *** ****** No prescription medication should take this long to process, *** *** ********* ******* ** *** ************ * ******** ********* *** *** ****** ** ******* ******* ** ***** ******** ***** **** ** ******* *** ************ ** ********** ************.

    I urge the Better Business Bureau to investigate this company’s practices and hold them accountable *** ***** *********** I also request that petsdrugmart.ca be required to take immediate action to process and ship my order without further delay.

    I appreciate your time in reviewing this matter and look forward to your response.

  • Initial Complaint

    Date:15/07/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We are residents of the US on vacation in Ontario and had a Vetster appointment on Monday July 8th for our dog who had a sore leg. The vet ordered a prescription- we paid for expedited shipping and were told it would ship in 3-4 days. It is now a full week later and are told it will ship now on Wednesday…ANOTHER 2 DAYS!! Our dog is in PAIN?! Is this what passes for customer service in Canada?

    Business Response

    Date: 24/07/2024

    Hi there,
    Sorry about the delay in receiving your order. I checked, and it did arrive on July 17th. To address the inconvenience and delay, we will go ahead and refund the shipping cost to you.
    Thank you for your patience.
    Best regards,
    Pets Drug Mart Customer Service Team

Pets Drug Mart is NOT a BBB Accredited Business.

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