Complaints

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.

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

   
  Complaint: 23157527
  
  I am rejecting this response because: I'm not showing any indication that I was refunded. There was no form of communication stated it wss returned whether by phone call or email. I'm only hearing about this because of my initial complaint. I know you stated I left no voicemail but the same could be said about you're custom service no call, no voicemail, and no refund showing completed on my end. Please email or provide proof of refund as Im not showing.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/25/2025

  Response to BBB Complaint ID: ********
  Filed by: ***** *****
  Order #: *********
  Submitted by: **** *******, GoVets
  Date:4/25/25
  
  Dear Better Business Bureau and Mr. ******************* you for the opportunity to respond to this matter. We value our customers and take all concerns seriously. Below is a detailed explanation and timeline regarding your order and the steps we have taken to address your concerns.
  
  1. Order and Refund Status:  Order #********* was placed in February 2025. As of today, we confirm that the full amount of $27.38 was refunded in accordance with your requested resolution. Our internal records show that the refund was processed and successfully completed. A screenshot confirming this refund is available on file and may be shared upon request.
  
  2. Customer Notification and Backorder Timeline:  Our system records show that you were notified on February 19, 2025, that your item was in backorder status, with an estimated ship date of March 26, 2025. The exact notification sent to your account is as follows:
  
  Feb 19, 2025 5:10:08 PM | Status: Backordered [Processing] Customer Notified - Thank you for your business and shopping on GoVets. Your Order is Estimated to ship by: 03/26/2025. You will receive additional updates as your order ships or if there are any other updates with your order. Have a great day and thanks for supporting our Nations Heroes. Youre a Patriot!
  
  Unfortunately, due to continued delays from our suppliers distribution channels, the item did not become available as expected, and your order remained in a backorder state until the refund was issued.
  
  3. Communications Review:  We conducted a thorough review of our communication logs and found:
  - Five missed calls were received from your number between April 13.
  - Three calls had no voicemail, which limited our ability to associate them with your specific order.
  - Our team returned your call on April 8 to provide a status update on your order.
  
  We also reviewed our support system and found no record of a written support request or inquiry submitted via our designated *********** at www.GoVets.com/help.
  
  4. Importance of Using Proper Support Channels: To ensure a timely and documented response, GoVets requires all order-related inquiries to be submitted through our official *********** form. As outlined in our publicly available Terms and Conditions (see attached), this process allows our support team to verify order information, track communication, and respond efficiently.

  Emails sent directly to inboxes or phone calls without identifying details (such as order numbers or registered contact information) cannot be guaranteed a response. This policy is designed to protect both customers and ********************** from delays and miscommunication.
  
  5. Apology and Commitment to Service: We sincerely apologize for the inconvenience and frustration this experience may have caused. While delays due to inventory availability are sometimes unavoidable, we understand the importance of clear communication and prompt support. We are constantly working to enhance our customer service tools including improvements to phone call recognition and order matching to help avoid similar issues in the future.
  
  6. Request for Resolution and Closure: To summarize:
  - The order was placed in good faith and notified as backordered on February 19.
  - The customer was refunded in full.
  - ********************** made a good faith effort to return calls and respond when contact details became available.
  - No written ticket was submitted per our support policy, which is a critical step for resolution tracking.
  
  We respectfully ask that this complaint be marked as Resolved and closed in good standing. We remain committed to delivering excellent customer service and transparency and thank both Mr. ***** and the BBB for allowing us the opportunity to provide a full explanation.
  
  Sincerely,
  **** *******
  GoVets
  ***********************
  *************************
  www.GoVets.com
  www.GoVets.com/help

• Initial Complaint

  Date:06/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************ervice ticket, I get a message saying there's been a system error and the ticket cannot be submitted. I tried calling directly, got put on hold and disconnected twice.

  

  Business Response

  Date: 06/20/2024

  Dear **************,
  
  I hope this message finds you well. My name is [Owners Name], and I am one of the owners of GoVets. I am writing to you personally in response to your complaint regarding your order #*********.
  
  First and foremost, I would like to sincerely apologize for the confusion and frustration you have experienced with your order and the subsequent refund process. We strive to provide the best possible service to our customers, and it is clear that we fell short in this instance.
  
  In investigating this matter, we found an issue in our system that caused your refund not to be processed by our automation. We acknowledge that this is not acceptable and have taken immediate steps to rectify the situation. I am pleased to inform you that your refund of $376.56 has now been processed. Please see the attachment provided with this response for confirmation of the refund.
  
  As a token of our appreciation for your patience and understanding, and to compensate for the inconvenience you have faced, we have issued a $50 store credit to your GoVets account. This credit can be used towards any future order.
  
  Please know that your feedback is invaluable to us. We are continuously working to improve our systems, processes, and team training to ensure that such issues do not occur in the future. Your experience highlights areas where we can and will do better.
  
  We understand how frustrating this entire situation has been, and we deeply regret the inconvenience it has caused you. Thank you for bringing this to our attention, and for giving us the opportunity to make things right. If you have any further questions or concerns, please do not hesitate to contact me directly.
  
  Thank you for your understanding and continued support.
  
  Best regards,

  ***********************

  President - GoVets

  

  Business Response

  Date: 06/20/2024

  Dear **************,
  
  I hope this message finds you well. My name is ****, and I am one of the owners of GoVets. I am writing to you personally in response to your complaint regarding your order #*********.
  
  First and foremost, I would like to sincerely apologize for the confusion and frustration you have experienced with your order and the subsequent refund process. We strive to provide the best possible service to our customers, and it is clear that we fell short in this instance.
  
  In investigating this matter, we found an issue in our system that caused your refund not to be processed by our automation. We acknowledge that this is not acceptable and have taken immediate steps to rectify the situation. I am pleased to inform you that your refund of $376.56 has now been processed. Please see the attachment provided with this response for confirmation of the refund.
  
  As a token of our appreciation for your patience and understanding, and to compensate for the inconvenience you have faced, we have issued a $50 store credit to your GoVets account. This credit can be used towards any future order.
  
  Please know that your feedback is invaluable to us. We are continuously working to improve our systems, processes, and team training to ensure that such issues do not occur in the future. Your experience highlights areas where we can and will do better.
  
  We understand how frustrating this entire situation has been, and we deeply regret the inconvenience it has caused you. Thank you for bringing this to our attention, and for giving us the opportunity to make things right. If you have any further questions or concerns, please do not hesitate to contact me directly.
  
  Thank you for your understanding and continued support.
  
  Best regards,

  ****

• Initial Complaint

  Date:06/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Thank you so much for your assistance with my refund from GoVets. I read their response and while I am satisfied that they have initiated the refund, for the second time? Once on the 10th which until now I have not yet received my refund and now again on the 19th they are saying they have issued a refund? And that it will take up to 10 days and if I don't receive my refund by then to contact my bank? I am very uneasy about their response. They have had over 7 business days to issue my refund and haven't, and there is no grantee that they will ***** the refund within the next 10 days. Why haven't they issued one by now? and why cant they issue one immediately. That is my question.
  I sincerely appreciate your help but I am not so confident in their response and actions. y to this email if you have any question. At this point I am very frustrated and they seem to be dishonest. The total refund amount is for $89.15. Your help is much appreciated and I hope my complaint will help other be aware of such vendors.

  

  Business Response

  Date: 06/19/2024

  Dear Better Business Bureau,
  
  As one of the owners of GoVets. I am personally addressing Mr. *********** complaint as we take such issues very seriously and are committed to improving our customer service and internal processes. We aim to ensure every customer has a positive experience with ********************** and want to address any areas where we can improve.
  
  Upon reviewing the details, ************************ placed an order for a vacuum bag on June 1st, only to be informed of an unexpected delivery date later that same day. He promptly requested a cancellation, and we acknowledged this on June 2nd, subsequently contacting our supplier to confirm the cancellation.
  
  Our records show consistent communication with ************************, with updates provided on June 2nd, June 6th, and June 8th, and a final confirmation of the order cancellation on June 10th  . We appreciate his patience during this period. The refund of $89.15 has been processed as of June 19th, 2024 (see attached) 
  
  While the timelines for cancellation and refund processing align with our Terms and Conditions, we acknowledge that Mr. *********** case pushed these timelines to their limits. We are committed to tightening our policies and enhancing our communication to prevent such delays in the future.
  
  GoVets strives to provide the best service to all our customers, and we continuously work to improve our processes. We apologize for any frustration caused and thank ************************ for his understanding and patience.
  

  Sincerely,
  ***********************

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Yes, this complaint was satisfactorily resolved.  I apologize for not responding sooner, I wasn't sure how to reply within the website. 

  

  Business Response

  Date: 04/18/2024

  Dear ****, 

  I am writing to address the BBB complaint you submitted regarding your recent order with us, Order #*********. We sincerely apologize for any inconvenience you experienced during this process.

  As the owner of the company, i take these matters very seriously when we receive them.  Upon receiving your complaint, we promptly investigated the situation. While we did not find any records of inquiries through our usual channels, we did receive your voicemail, which provided valuable insight into the issue.  After reviewing our records, it appears that your order was backordered until 9/24 and subsequently canceled by our supplier, triggering an automatic refund process. Regrettably, this information was not communicated to you in a timely manner.

  To rectify this situation, we have taken the following steps:
  - A full refund of $20.54 has been processed to your Discover Card. Please find the attached receipt for your reference.
  - An update regarding the order status and cancellation was sent to you earlier today via our ticketing system.
  
  We're trying to locate any other emails, chats or communcation from you prior to today in our Zendesk Ticking System.  Having this information would allow us to understand if this is an issue related to process or staff.   If anything, we've been told by our customers that we over-communication and this is the complete opposite so I would like to understand where the *** is and fix it if it truly exists.  

  Once again, we apologize for any inconvenience caused. If you have any further questions or concerns, please don't hesitate to contact me @ *******************************.

  Thank you for bringing this matter to our attention.
  Best regards,
  ***********************

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Complaint: 21459272
  
  I am rejecting this response because:  As of 29 March, the charge has not been refunded.  See attachment.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/20/2024

  Dear ***********************,

  We regret to see that you filed a BBB complaint without further communication after our response on March 18th. Upon reviewing the attached documents, it's evident that our team promptly addressed your order cancellation request within an hour of receipt, confirming the cancellation and the refund of your payment. It's important to note that your Payment Method (PrePaid Mastercard, ending in 4844) was never actually charged. Instead, we placed an authorization hold on the funds to reserve the amount until the order was shipped, a standard practice to safeguard against potential fraudulent activities. This authorization hold has been lifted as of today, as indicated in the attachment. However, I want to emphasize that your prepaid card was never charged, and any authorization hold would have naturally expired by now. Please verify the remaining balance on your prepaid card within the next 1-2 days, as the authorization for $33.27 should have been removed.

  We would have greatly appreciated it if you had reached out to us directly via call, chat, or responded to the ticket sent on 10/18 regarding the cancellation, rather than involving the great team at the BBB. We could have promptly explained and further resolved the situation along with directing you to our FAQs on this matter: ***************************************************************************************.

  I trust that this clarifies the situation for you. If you still feel the need for further escalation, please don't hesitate to contact me directly. As one of the owners of GoVets.com, I am more than happy to assist you.
  Please accept our sincere apologies for any inconvenience this may have caused you. We sincerely hope you reconsider using our services in the future.

  Wishing you a wonderful day,
  ****

  Customer Answer

  Date: 03/29/2024

  Attached is transaction report for the Master Card used in the GoVets order.  As you can see, it has not been refunded as of 29 March.

  Customer Answer

  Date: 04/04/2024

  Card refunded.  Thank you.

• Initial Complaint

  Date:02/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/28/2024

  Dear *****,

  I want to extend my sincerest apologies for any inconvenience you *** have experienced regarding your recent order. Your feedback is incredibly important to us, and I want to assure you that we are taking immediate steps to address the issues you've raised.

  I am pleased to inform you that your refund has been promptly processed (see attached confirmation), and as a gesture of appreciation for your patience, we have added a $25 GoVets Cash reward to your account. This credit can be applied to any future purchase on our platform, and we hope it enhances your shopping experience with us.

  Additionally, I want to express our gratitude for bringing to our attention a gap in our supplier communication interface. Your feedback has helped us identify an area that requires immediate attention regarding certain cancellations from a specific supplier back to our system. Maintaining the reliability of our system is paramount to us regardless of the customer or the order size, and we are committed to achieving a level of reliability that exceeds industry standards.
  

  In light of your experience, we have also reached out to you directly to explore alternative solutions. We have identified a recommended alternative SKU that *** meet your needs, and we are prepared to expedite its shipment to you (at our cost).

  You can view the recommended alternative SKU here (or attached): Proto | Impact Socket: 1/4" Drive MPN:J6910HF | ***********************************************************************
  

  Once again, I apologize for any inconvenience this situation *** have caused. If there is anything else I can assist you with or if you have any further concerns, please do not hesitate to reach out.  I will reach out to you directly to expedite this transaction but you can contact me directly at **********************************************.  I am here to ensure your satisfaction and to provide you with the best possible shopping experience.

  Thank you for your understanding and continued support.

  Warm regards,

  *********************** | President

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************th this business.Order ******* Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Looking at the elapsed time and number of tickets you can see how much of my time has been wasted on this, and how their support system is somehow broken.They also have had my money now for 4 months.

  

  Business Response

  Date: 02/27/2024

  Dear *******,

  First and foremost, I want to extend my sincerest apologies for the frustration and inconvenience you've experienced with your recent order. Your feedback is incredibly valuable to us, and we genuinely regret any dissatisfaction caused by the delay in processing your refund.

  Upon reviewing your case, I want to assure you that we take your concerns very seriously. While we understand your disappointment, I'd like to clarify a few points. Firstly, regarding your support tickets, I acknowledge that some responses were provided. However, it's evident that our communication and resolution processes fell short of meeting your expectations, and for that, I am truly sorry.  We are investigating this matter to determine if the root cause is primarily due to personnel or process issues.  

  I'm pleased to inform you that your refund has been processed - please see the attached receipt. Not only have we refunded the amount for the canceled item, but we've also reimbursed the cost of the item you did receive. As a gesture of goodwill, we've added a $25 store credit to your account, which you can use towards any future purchase on GoVets. We sincerely hope this compensation demonstrates our commitment to rectifying the situation and rebuilding your trust in us.

  Regarding the ongoing issue with the *** displaying as in-stock despite being backordered, please know that we are actively investigating this matter. We rely on real-time availability data provided by our suppliers for millions of products, and while rare, discrepancies can occur. Rest assured, we are working diligently to resolve this issue to prevent similar occurrences in the future.  In the meantime, we did prevent future orders from being made for this ***.   If you're still interested in purchasing this particular item or an alternative (assuming it is available), please reach out to me directly @ *************************************** and I'll work with you to get the best possible pricing on this or a close alternative.   

  Furthermore, I'd like to address the inefficiencies in our ticketing system.  Although we do use the best-of-breed ********* systems in the world (Zendesk), we acknowledge that the number of tickets you submitted exposed weaknesses in our current processes. We are taking immediate steps to improve our system to ensure better organization and escalation of customer inquiries. We appreciate your patience and understanding as we strive to enhance our customer support experience.
  
  Once again, I apologize for the inconvenience and frustration this has caused you. If there's anything else we can do to assist you further or if you have any additional concerns, please don't hesitate to reach out. Your satisfaction is our top priority, and we remain committed to providing you with the exceptional service you deserve.  I know this experience likely means that we lost you as a customer, but I sincerely hope we can find a way to earn your trust in the near future.

  Best regards,
  ***********************, **************************************

• Initial Complaint

  Date:01/23/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Thank you Better Business Bureau (BBB) for your assist regarding my complaint against GoVets of *********, **.
  
  I would like to rescind my complaint as the issue has subsequently been fully resolved.
  
  A member of GoVets management reached out to me on January 23, 2023, to gather additional insights into my complaint. Over the past three days and several telephone conversations, GoVets management worked with me in a solutions-oriented manner to resolve my concerns. I am happy to report that we were able to secure a win-win outcome for both the customer and the business.  I am fully satisfied (and impressed) with GoVets efforts to resolve this complaint in a win-win manner.
  
  Thank you, BBB for your body of work. It is clear to me that you provide an invaluable service for both consumers and businesses in advancing trust in the marketplace especially e-commerce.
  
  
  Kind regards,
  *******************tion. On Jan 22, ******** informed me that a prepaid ***** return label would be provided. I called on Jan 23 and was informed the prepaid ***** label had been disapproved by management. Although pacakage was delivered by *****, I was informed that I had to take the package to a Grainger facility more than 1 hr from my resident in the DC area. The individual I spoke to on Jan 23 was terse, abrupt, and just plain rude - shouldn't be allowed to interface with customers. Just want this transaction reversed and the vendor to retrieve their unopened package which should have never been shipped to me. I purhcased an alternative item from a local ***********

  

  Business Response

  Date: 01/30/2024

  Please see correspondence with *********************. This issue has been resolved and he sent an email.

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  **********************

   

  Thank you Better Business Bureau (BBB) for your assist regarding my complaint against GoVets of *********, **.
  
  I would like to rescind my complaint as the issue has subsequently been fully resolved.
  
  A member of GoVets management reached out to me on January 23, 2023, to gather additional insights into my complaint. Over the past three days and several telephone conversations, GoVets management worked with me in a solutions-oriented manner to resolve my concerns. I am happy to report that we were able to secure a win-win outcome for both the customer and the business.  I am fully satisfied (and impressed) with GoVets efforts to resolve this complaint in a win-win manner.
  
  Thank you, BBB for your body of work. It is clear to me that you provide an invaluable service for both consumers and businesses in advancing trust in the marketplace especially e-commerce.
  
  
  Kind regards,
  *******************

  

  Business Response

  Date: 01/30/2024

  Hello *****,

  We appreciate the opportunity to resolve this for you. I will be keeping an eye on your return so that we can refund you once it is received back to the warehouse. We hope that you will give us another chance for your business.

  Thanks,

  -********

• Initial Complaint

  Date:12/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/15/2023

  Dear ********************,
  As one of the owners, I want to start by expressing my sincerest apologies for the frustrating experience you've had with your recent order from GoVets. I want to assure you that this is not representative of how we typically conduct our business, and we deeply regret the inconveniences you've faced.

  Your feedback has prompted us to take a closer look at our supply chain communication system. We recognize that there was a breakdown in our communication regarding backorder timelines and the cancellation of your order. This is an issue that we are taking very seriously, and we are committed to addressing it to prevent similar situations in the future.

  At GoVets, we offer a vast array of products, and we rely on a real-time system to keep our product listings up to date. This system is primarily based on regular updates from our suppliers. However, we acknowledge that there can be instances where things do not go according to plan, as in the case of your order. We are actively working to further refine our interface with one of our key suppliers to ensure smoother operations. While this may not resolve the problem you encountered, please know that we are continuously striving to improve our services.  The product related to this order has since been updated and is no longer available for sale.

  Regarding your mention of our Terms indicating the need to communicate with the manufacturer, I want to clarify that this is not the case, there is nothing in our terms that mention this and it may have been misread or mis-interpreted when reading our Terms and Conditions.   We take full responsibility for understanding and managing the status of your order within our supplier's systems. Our commitment is to make the ordering process as hassle-free as possible for our customers, and I apologize of any confusion there has been in interpreting our terms.

  I sincerely hope that you have since found the ultrasound cart you were looking for. I also want to inform you that we have already initiated a refund for your order. As a gesture of goodwill, we've credited your account with ********************** credit that you can use for future purchases on GoVets, including our ongoing holiday promotions where you can enjoy an extra 25% off your order.

  We genuinely value you as a customer, and we don't want to lose your trust and future business! I encourage you to explore our reviews on ******************* and Reseller Ratings, where you'll find numerous satisfied customers. We are committed to making your experience with GoVets a positive one, and I'm here to help in any way possible to ensure your satisfaction.

  Once again, please accept our deepest apologies for the inconvenience you've faced. If you have any further questions or concerns, please don't hesitate to reach out to us. We are here to assist you and make your future interactions with GoVets a more pleasant experience.

  Sincerely,
  ********** (Co-Owner)

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 08/29/2023

  Hey ****,
  I apologize for the hassle you've experienced. The refund has been processed in full. It seems there was a glitch that prevented the automatic refund for this order, and I want to sincerely apologize for any frustration this might have caused you. If you had reached out to our customer service, we could have swiftly escalated the issue and resolved it without delay. Your satisfaction is our top priority, and we're here to help whenever you need us.
  Thank you for your understanding,
  
  Laura

  Customer Service Supervisor GoVets