Complaints

This profile includes complaints for Covetrus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Covetrus

  7 Custom House St Ste 5 Portland, ME 04101-4755

  
• 

  Covetrus

  400 Metro Pl N Dublin, OH 43017-3378

• 

  Vets First Choice

  2409 Peppermill Dr # K Glen Burnie, MD 21061

• 

  Covetrus

  5013 S 110th St Omaha, NE 68137-2376

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:03/04/2024

  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.

  Order #************* with tracking #************************** was never delivered. It was damaged during shipping and returned to the sender in ****. After a month of attempted contact, Covetrus has given no reply, no communication, no product, and no refund.

  

  Business Response

  Date: 03/05/2024

  Hello, 

  We sincerely apologize for the frustration you've experienced with trying to reach us. After further review, I see you have been in contact with one of our Team Leads regarding your order, and we are working on a resolution. Thank you for your feedback pertaining to our phone lines and chat. We appreciate your patience as we work through higher call volumes. Additionally, we understand that our chat experience is imperfect and are actively working on improvements. If you have any further questions or concerns, please don't hesitate to discuss those with our representative once they reach out.

  Thank you

  Customer Answer

  Date: 03/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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.

  I did not sign up for an auto ship of any kind. This company just automatically created one and drafted my account. I have called and held for an HOUR and couldn't get any customer service. There isn't ever a chat customer service agent available, and the "email us" option NEVER works. Then on the refund policy, they require you to have it returned in 30 days. Kind of hard to do when you can't get any customer service!

  

  Business Response

  Date: 03/05/2024

  Hello, 
  I apologize for the inconvenience you've experienced in reaching our customer service team. We are committed to resolving issues promptly and appreciate your patience.
  Upon reviewing the information provided, I located an account associated with the email you provided. Regrettably, I couldn't find an order matching the amount of $336.79. To address this matter promptly, I have escalated your case to a team lead representative. They will contact you at the phone number you provided to provide further assistance.
  Thank you for bringing this to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  Please see attached for the business. I have provided the shipping slip.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:02/20/2024

  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.

  I ordered a medication and it was back ordered, my check was held according to them and authorized for release February 8, 2024. The order was placed originally December 6, 2023. Second order was January 2, 2024. So it is possible I was charged twice. I was charged $56.47 and $105.81. Neither amount shows in my checking account. My bank has nothing from this company associated with this company. I have gotten the run around from them since January. I need help. This is the code they gave me for my account. It is ******.

  

  Business Response

  Date: 02/23/2024

  Hello, 

  I apologize for the inconvenience that this has caused for you. Since your message, one of our Team Leads has spoken with you and provided details regarding the charges mentioned. Please don't hesitate to contact us at ************ if you need anything else. 

  Thank you,

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

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I am dissatisfied with this response because I have spoke to multiple customers representatives that gave me different information on when my money would deposit into my Checking account . My bank cannot find them depositing the money back into my account like they stated. I have called that number several times and get the same results . They gave me a code my bank knows nothing to do with and the dates they told me they refunded the money into my Checking Account, however my bank doesnt see anything deposited from either medication that I purchased and did not receive. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. 

  
  FAQ
  
  Regards,

  Desharia

   

   

  

  Business Response

  Date: 02/29/2024

  Hello, 

  I sincerely apologize for any confusion that might have been caused regarding the flow of funds. I have followed up with you via email with screenshots regarding your two cancelled orders and our process for releasing funds. 

  Thank you, 

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

• Initial Complaint

  Date:01/30/2024

  Type:Order 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.

  I received two shipments of medicated cat food in December 2023. One was delivered on Dec. 28 and one was delivered on Dec. 29. Each cost $60.00 for a total of $120 which was debited from my bank account. The order numbers are ************* and *************. Sadly, my cat died on Dec. 28, 2023. Both shipments are unopened. Per their website "We gladly offer returns for items within 30 days of your original purchase. If you would like to request a return, please contact Covetrus Customer Support team with your order number. All returns must be pre-approved by Customer Support for credit to be issued. " Since Dec. 29, I have tried multiple times to contact them via phone, chat, and their online contact form. I also emailed them with all the order details. I even asked my vet at ************************** twice to contact them for me. So far, I have had no response from them. I would like to return the shipments and receive credit. This is their phone number: ************. This is their website: *****************************************************************************************

  

  Business Response

  Date: 02/06/2024

  ****,

  I am deeply sorry to learn about the passing of ******* and the challenges you faced with our customer service. I would like to offer a full refund for both orders. There will be two separate refunds, each amounting to $60.04, and you can expect to see the funds back on your card within 3-5 business days.

  
  Please, if you haven't already, dispose of the food locally in the way you find most suitable. If you have any further questions or concerns, don't hesitate to reach out to us at ************ or via email. We appreciate your understanding during this difficult time. Thank you.

  Customer Answer

  Date: 02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/26/2024

  Type:Product 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.

  I purchased prescription dog food and treats on Monday, January 22nd, at the recommendation of my veterinarian office as this supplier would be faster due to the need for this food for my dog's GI issues. The food was approved by my vet office the next day and continues to state "filling order.". I have tried to call, and each time I call, I am hung up on as soon as I press a button. I tried several times yesterday and several times today. I tried the online chat and was given a message that no agents were available, I need to call customer support (whom hangs up on me). I tried to cancel the order through the chat and was instructed to review the return policy and call customer support. So now I can't even order from another supplier and I need this food!!! Is this business even legitimate????

  

  Business Response

  Date: 01/31/2024

  Hello, 

  We sincerely apologize for the frustration you've experienced with trying to reach us. A representative will be contacting you shortly to discuss your order. Thank you for your feedback pertaining to our phone lines and chat. We appreciate your patience as we work through higher call volumes. Additionally, we understand that our chat experience is imperfect and are actively working on improvements. If you have any further questions or concerns, please don't hesitate to discuss those with our representative once they reach out. 

   

  Thank you, 

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

• Initial Complaint

  Date:01/24/2024

  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.

  I placed a pharmacy order for my cat on January 11, ****, which was stated would arrive in 3-5 business days from purchase. It was in the "fulfillment stage" until January 17, ****. On January 17, it states "order information was received." and finally departed the *** Facility on January 18. It arrived at its next destination on January 22, and I have received no updates since then. I have tried calling multiple times, only to get disconnected. I have tried their online support options, only to be told there are no agents available. This is not the first time this has happened, as when I ordered the same order on November 6, it took over 2 weeks for them to get it to me. For a company that is a pharmacy for animals, it speaks volumes on their care for pets vs money when they don't deliver anywhere near the promised delivery dates. This is absolutely the worst customer service of any business I have ever dealt with and is totally unacceptable. I will never be ordering from this company again.

  

  Business Response

  Date: 01/25/2024

  Hello,

  Thank you for contacting us regarding your recent experience. We apologize that you have been unable to reach us via phone or chat and appreciate your feedback. We understand the importance of your pet's medication and the frustrations this has caused and are actively working toward a better customer experience.

  After reviewing your account, your order was placed with our standard 3-5 business day shipping which is the transit time selected upon Veterinarian approval and pharmacist review. Following your order being placed, we did go into a holiday weekend which caused a delay with fulfilling your order. Once the order shipped on 1/17/24, excluding weekends, this is the 6th business day in transit that does exceed our 3-5 business day shipping timeframe. Due to this, I will process a full refund that will reflect back onto your account within 5-7 business days. 

  I do apologize again for the inconvenience. We have alerted this delay to the ******************** shipping carrier as well. 

  Please feel free to contact us if you need any further assistance. We have seen our wait times decreasing through the week and are continuously working to make improvements to better serve our customers. 

  Thank you,

  *************;

   

• Initial Complaint

  Date:01/20/2024

  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.

  My cat was put on life saving medication. We ordered it from Covetrus. The 1st order arrived without issues. The next order we placed on January 4. We were told it was shipped out on the 8th. According to Covetrus, it would be arriving by January 13th. On January 13, we didn't receive her medicine. I called to ask about it and was told it might be running a couple days late. I contacted them again, a couple days ago and told them that I needed the package. They continue to give me excuses. Now today I called and they told me the medicine is on back order. They don't seem to care how serious this is. I counted on them to get this medicine to me! Without it my cat will die!

  

  Business Response

  Date: 01/25/2024

  Hello,

  I am so sorry to hear about the experience you have had with our company. We understand the importance of your pet's medication and are continuously working towards making necessary improvements to provide the best service possible for our customers. 

  After reviewing your account, I see you have been in email communication with one on our customer service representatives and a full refund has been processed back onto your card that was used for payment. Along with a full refund, a 20% discount has been offered for your next order. If you would like to use that in the future, please either contact us via email or you can contact our customer service via phone at ************ Monday-Friday 8am-7pm CST.

  Thank you for your feedback and again I sincerely apologize for your experience. 

   

  Thank you,

  ********

• Initial Complaint

  Date:01/19/2024

  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.

  **************************************************************************** I tried to order vet medication through a vets online storefront that says its run by Covetrus, and the contact number for them says covetrus. **************. I tried to cancel my order within seconds of making it. There is no option at all on their site to cancel. I tried to call, it hung up on me twice and the third time just had me on hold with no one ever answering for over 15 minutes. I tried the live chat option. Even though it was during their business hours it said it wasnt and auto closed the chat. I tried the contact us by message option and every time i hit submit instead of submitting it just refreshed the page even though all the fields were filled out and there were no errors. I had an awful service experience with ten years ago which is why i avoid them, i only placed the order because my vet was having a sale but this company is so unethical making it impossible to cancel or modify orders and making it impossible to contact anyone for any sort of assistance.

  

  Business Response

  Date: 01/23/2024

  Hello,

  I am very sorry to hear about the experience you have had with our company. We appreciate your patience as we work as quickly as we can through our high call and email volumes. Thank you for your feedback regarding chat. We understand the frustrations it has caused and are actively working toward a better customer experience. 

  After reviewing your account, your order was cancelled on 1/19/24. There was a preauthorization on your credit card once the order was placed, but since this order did not ship, your card was not charged. You will see the preauthorization fall off within 3-5 business days if it has not yet already. 

  Thank you again for the valuable feedback. If you choose to place an order with us in the future, I will add a 20% discount alert on your account for one of our agents to manually apply.

  If you do have any further questions or concerns, please feel free to reach out via phone or email and we will get back to you as quickly as possible.

  Thank you,

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

• Initial Complaint

  Date:01/18/2024

  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.

  I placed an order on 1/12/24 and the order status has remained at Filling Order for nearly seven days. While I understand there may be high order volume, the complaint is more about customer service. These medications are needed on certain dates for the health of our pets and customer service is NEVER available. Attempting to live chat continues to show no agents available during their 9-6 ET business hours and calling the customer support line results in over two hours of hold time. No one can ever be reached to request details of an order status.

  

  Business Response

  Date: 01/19/2024

  Hi ******, 

  I am sorry for the exprience you had. A representative will contact you shortly to discuss your order. Thank you for your feedback pertaining to customer service. Unfortunately, we are seeing higher call volumes resulting in higher wait times. We appreciate your patience as we work through our calls as quickly as we can. Additionally, we understand that our chat experience is imperfect and we are actively working on a more acceptable chat experience. We appreciate your feedback and patience as we work to help each customer as quickly and efficiently as possible. If you have any further questions or concerns, feel free to discuss with the representative who will be contacting you soon. Thank you. 

  Customer Answer

  Date: 01/19/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/16/2024

  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.

  On 1/3/24 I placed an order for Palladia for my dog **** Order number is **************. As of 1/16/24 it is listed as "filling order" for status. I have attempted 3 times today to contact this company, Covetrus. I was placed on hold for 23 minutes then diconnected. I was disconnected twice before this on their phone system. I attempted a live chat and was told an agent was unavailable by their AI and promptly disconnected. I submitted 2 emails which I think I was unable to sent because of their system.

  

  Business Response

  Date: 01/17/2024

  Hello,

  We sincerely apologize that you have been unable to reach us. Since your message, one of our Team Leads has spoken with you to provide details on your order. Your order has shipped as of today and with our quickest shipping at no extra charge. We have also submitted a 30% refund for the inconvenience. We have passed along your feedback regarding the trouble reaching us and appreciate you letting us know. 

  Please do not hesitate to contact us at ************ if you need anything else.

  Thank you,

  *************;

  Customer Answer

  Date: 01/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************