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:01/10/2024

  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.

  Covetrus charged for prescription cat food deliveries that were never made. Dates of transactions: 9/7/2023, 9/14/2023, 9/21/2023, 9/28/2023, 10/6/2023, 10/13/2023.I had relocated from ** to ** in August 2023 and had received some shipments correctly until 9/7/2023. Reported immediately to ***** and Covetrus and weekly after first event. Found evidence on package labeling after several weeks that labeling was cutting off correct apartment number. Correct apartment number is 103. Labeling showing apt # as variously 1 or 10. Reported this to both ***** and Covetrus and requested assistance to correct. My pets were not receiving their prescription food. I was getting only bots at ***** and no response at all from Covetrus.

  

  Business Response

  Date: 01/18/2024

  Hi ********, 

  I sincerely apologize for the experience you have encountered with getting your cat's food shipped to the correct address. A Team Lead will be reaching out to you shortly to ensure that all your concerns are addressed and to provide further assistance. 

  Thank you,

  ********

  Customer Answer

  Date: 03/05/2024

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  *Received a voicemail from Covertrus on 1/18/24 asking me to call them regarding possible resolution. No extension # or associate name provided that I can discern through recording. I have made several attempts to call Covertrus customer service at ************. Have waited on hold over 20 minutes each time. Yesterday I did get to live customer service, but ************** Did not know what BBB was (!) And said she would need to submit a ticket for her management before anyone would speak with me. I  have not heard back further.
  
  If BBB could assist I would much appreciate it. I just want the funds returned for the undelivered pet food. The amount in my original report to you is $356.28. I am old, relying on Social Security, so you can imagine the relief of the return of almost $400 would provide me.
  
  Thank you for any information you can provide.
  
  ************* 

  

  Business Response

  Date: 03/06/2024

  Hello, 

  I apologize for the difficulty in reaching us. Our team lead will reach out again, ensuring follow-up via both phone and email. Thank you for your understanding.

• Initial Complaint

  Date:01/07/2024

  Type:Billing 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.

  This UNAUTHRIZED USE OF my Discover Card on a sale was done on: Jan.2, 2024.I had taken my Discover card OFF of my account as a listed payment method for future orders months earlier!!I left one card in my account for this purpose. At the time Covetrus attempted to sell me a new order, this card had become lost and the bank issued me a replacement card. So, the only card they had available could not complete the purchase as it was " dead"All Covetrus had to do was contact me about my payment method " issue" on their end and GET MY AUTHORIZATION TO MAKE THE **** with a new payment method.But instead, they helped themselves to my Discover card, I assume by going back in the records and finding it????Isn't the customer IN CHARGE of their own money, or not???I resent being treated this way. They need to admit their mistake, apologize and have an accountability consequence. I want a refund.I call this FRAUD.

  

  Business Response

  Date: 01/09/2024

  Hi *****, 

  I deeply apologize for the inconvenience and frustration you've experienced. After carefully reviewing your account, it appears there was a discussion on 12/12/2023 regarding updating the autoship for Bravecto for Kya to be processed on 1/2/2024.

  Regrettably, the payment method was not discussed on this phone call. Once a card is removed from an account, it will not be available for any autoships, so if there wasn't a card on file, the autoship would not have been able to process. I understand how upsetting this situation is for you. 

  To address this promptly, I have processed a full refund for the amount of $69.13, and you should see this reflected in your account within 3-5 business days. I have also confirmed that your autoship has been canceled to prevent any future orders unless you decide to place one.

  I genuinely apologize for any confusion and inconvenience caused. If there's anything else we can do to make this right or if you have further concerns, please feel free to reach out. Your satisfaction is our priority.

  Thank you for your understanding.

• Initial Complaint

  Date:01/05/2024

  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.

  Hello BBB. i reached out to this company via email on 11/30/2023 re: questions about a prescription & got a generic email response ... "Team is avail. from M-F 8-5 and Sat 9-2. we will reply to you ASAP...". i had no response so i reached out to this company AGAIN on 12/05/2023 for the initial question. I DID NOT GET A REPLY TO EITHER EMAIL FROM AN ACTUAL LIVE PERSON UNTIL 01/04/2024!!! 6 weeks after my initial request/question. this is the response to a review that was in 2022..."our customer service is invaluable, and we are actively working to enhance the overall experience for our customers. We appreciate your patience and understanding during this time." i guess they STILL HAVEN'T FIGURED THIS "CUSTOMER SERVICE" THING OUT!!! - Thanks #worstcustomerservicethereeverwas

  

  Business Response

  Date: 01/09/2024

  Hi *******,

  I'm truly sorry for the frustration you've experienced with our customer service. I understand how important timely responses are, and I apologize for any inconvenience caused.
  Upon reviewing our records, it seems there might be a discrepancy in the dates. I can see an email from 12/5/2023, to which we responded on 12/14/2023, suggesting you reach out to your veterinary clinic for your request. Unfortunately, I am not seeing an email from 11/30/2023. 

  We're currently facing a higher volume of emails, resulting in a delay of 5-7 business days for responses. I sincerely apologize for any inconvenience this has caused. If you have further questions or concerns, please don't hesitate to call us at ************.

  
  Thank you for your patience and understanding.
  

  Customer Answer

  Date: 01/09/2024

  [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:01/04/2024

  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.

  Date of the transaction was December 29th. I want a refund because it never shipped. I have been calling and no one answers or it hangs up. I tried there chat and they say there are no representative today to contact me to help. ********** can't even get through. The company is Covetrus

  

  Business Response

  Date: 01/05/2024

  Hello,

  We sincerely apologize that you have been unable to reach us. We are seeing high call volume so our wait times may vary. After reviewing your account, per tracking the estimated delivery date is 1/9/24 by 9pm. We do see delays in shipping around the holidays, but I would be happy to submit a one-time courtesy refund for this order in the amount of $60.47. Please allow up to 7 business days for this to fully process back onto the payment that was used for the order. 

  If there is anything else we can help with, please do not hesitate to reach out. We appreciate your patience as we work as quickly as we can to assist our customers. 

  Thank you,

  ********

  Customer Answer

  Date: 01/05/2024

  [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:
  
  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:01/04/2024

  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 Simpsrica Trio for my dog for over $100 on 12/23. They sent an email with an order number and then another email stating it has been shipped. The order number is not accurate and is stating it got delivered in ******** LAST SEPTEMBER? Doesnt even line up with when I ordered. Chat bot doesnt work, phone numbers dont work. This company is SCAMMING. I still have not received my order!

  

  Business Response

  Date: 01/05/2024

  Hello,

  We sincerely apologize you have not been able to reach us. Our phone lines are open from 8:00AM-7:00PM CST M-F, 9:00AM-2:00PM CST on Saturday's and closed on Sunday's. We are seeing a higher call volume so wait times may vary. After reviewing your account, I see that your order for the Simparica Trio ordered on 12/23/23 was approved by your Veterinarian on 12/26/23. Once approved, our pharmacy fulfilled the product and shipped on 12/28/23 and was delivered today, 1/5/24. The carrier this order shipped with is **************** and their tracking system is separate from **** that was initially sent in your shipping confirmation email. We are aware of the incorrect tracking being sent and are diligently working to resolve. I apologize for any confusion this may have caused and am happy to refund 50% in the amount of $70.77. Please allow up to 7 business days for a refund to be processed fully back onto the card that was used on this order. 

  I also see an email that you sent to our **************************** and I will reply on that as well. 

  Please let us know if there is anything else we can help with.

  Thank you,

  ********

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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 medication for my dog on 12/22/23. After 13 days it has not arrived. My dog has been out of his medications for two days. Called customer service. They seemed to not care that they were hurting a dog.

  

  Business Response

  Date: 01/08/2024

  Hi *****,

  I apologize for any frustration you experienced with our customer service. We value your feedback and want to address your concerns.

  Upon reviewing your account, it appears that the order in question was placed on 12/22/2023 at 5:30 PM. Unfortunately, we did not receive veterinary approval for this order until 12/26/2023 at 2:55 PM. We initiated the processing of this order on 12/27/2023, and it was shipped out on 12/29/2023 at 8:49 AM. Due to the New Year Holiday on the following Monday, the order's first full business day in transit was on 1/2/2024. According to the tracking information, the order was delivered on 1/5/2024 at 1:22 PM, falling within the 3-5 business day guarantee.

  To ensure you received the order, a customer service representative will follow up with you today. As a gesture of goodwill for the inconvenience, we'll be refunding 10% of the order, amounting to $13.51. This refund will be processed back to the card used for the order within 3-5 business days.

  If you have any additional questions or concerns, please don't hesitate to reach out to us at ************ or discuss them with our representative during their call. We appreciate your feedback and thank you for your understanding

• Initial Complaint

  Date:12/31/2023

  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 rx cat food through my vets website ******* ave animal clinic. Apparently this is the company they are connected with. I ordered wet and dry food. I have unopened boxes. Because it takes multiple days to ship I got a smaller bag to start my car on right away and found out she will not eat it so I talked to the vet and got a different brand. They told me to contact this company about exchanging the food. I have two unopened packages now. Order numbers ************* and *************. I tried the chat feature no one was on it I have sent two messages through the website and I have tried calling. It has been over a week since the first message and the second was Monday I believe. I would like for the company to contact me. Also I placed another order for the other food brand and the delivery on that is delayed so overall close to 250 dollars and at this point I have nothing I can use and no response from the company. Return policies arent posted anywhere. At minimum they should at least respond and have some way to call them.

  

  Business Response

  Date: 01/02/2024

  Hi *****, 

  
  I sincerely apologize for the inconvenience you experienced when reaching out to customer service. We understand the importance of having a customer service team available and are continuously working to better the customer experience and appreciate your feedback. After reviewing your account, I do show both of the orders you mentioned above. For our diets, we do have a manufacturer palatability guarantee for each diet. This information can be found under our return policy under "Helpful Links" at the bottom of the website. We will process two separate full refunds for these orders in the amounts of $92.18 and $67.92. You will see those refunds go back onto the card that was used to place the order. Please dispose of the food as you see fit, locally. 

  
  Our food diets are shipped directly from the manufacturer and unfortunately, we are seeing a 5-7 business day delay with shipping the order out once the order is placed. I do see that the new order for the Hill's dry food is set to be delivered today, 1/2/2024, by 9 PM. I will also have a representative reach out to go over this information as well. If you do have any further questions, you may reach us at ************ or by the "Contact Us" form on the website. Please note, we are seeing longer wait times currently. Thank you. 

• Initial Complaint

  Date:12/26/2023

  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 an order on 12/3/2023 for Royal Canin Gastrointestinal Low Fat Dry Dog food for my pet. He needs this due to his intestinal issues. This product has worked so well on my dog and he has not gotten sick for over a year. The order number is *************. I was told 3 to 5 business days I would have the food. The order still has not been delivered. I have called the customer service multiple times and am getting different answers. I really need to get this order filled. Thank you for your attention to this matter.

  

  Business Response

  Date: 12/11/2023

  Thank you for reaching out to Royal Canin and I am sorry for your frustrations. Based off of the order number you provided, it looks like you order through Covetrus. For shipping complaints or questions please reach out to Covertus directly as we are not set up for direct sales of our Veterinary products. 

  

  Business Response

  Date: 12/28/2023

  Hi ****, 

  I am sorry to hear that you have not received your package from ***** yet. We are seeing ***** take 5-7 business days once shipped to deliver. This order has surpassed that timeframe.  I understand how frustrating this must be for you, and I sincerely apologize for any inconvenience caused by the delay. After reviewing your account, I show that this order shipped out at the end of the day on 12/11/2023. One of our representatives had sent you an email on 12/18/2023 stating that the tracking had not updated and asked if you wanted a ****** or refund for the order. We never received a response. I will have a customer service representative reach out today to discuss these options with you. If you have any further questions, please feel free to reach us at ************ or reply to the email you received. Thank you. 

• Initial Complaint

  Date:12/18/2023

  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.

  My cats have Ringworm and I ordered an antifungal prescription. One did not send successfully. The other is pending delivery. I need customer service to provide a resolution to order *************. It is time sensitive. I also need ************* to arrive to my house or my cats ringworm will not get treated and the whole family will end up getting it.

  

  Business Response

  Date: 12/21/2023

  Hi *******, 

  I am sorry you haven't been able to connect with one of our customer service representatives to assist with locating your recent orders. Upon review, I see that the original order 1100060564038 shows that it was delivered on 12/17/2023. Due to that order showing delivered, but it wasn't received, we have opened a case and a representative will be reaching out to you shortly.  The second order placed is still in transit, currently with *** in Windsor, ** as of today. We will continue watching this order as well to ensure it does arrive to you. Should there be any issues with the second order, we will be in contact with you. 

  Customer Answer

  Date: 12/21/2023

  [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 received the first medication. It was delayed because of the storm in ************* but its here now. 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:12/14/2023

  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.

  prescription dog food ordered through veterinarian, I paid extra for 3-5 day delivery it arrived over 10 days overdue, I tried to return but there is no way to contact company by phone, chat or email

  

  Business Response

  Date: 12/18/2023

  Hi *******, 

  I am sorry to hear about the delay in receiving the prescription food for your pet. After reviewing your account, I show that our customer service manager has been in contact with you via email and a full refund in the amount of $134.93 has been processed. If you have any further questions or concerns, please feel free to reply to her email or give us a call at ************. Thank you. 

  Customer Answer

  Date: 12/18/2023

  [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,
  
  ***************************