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:12/14/2023

  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.

  Placed an order on 12/09 and have had no update. I have no way to cancel order that was placed. I attempted to contact customer service via phone, was disconnected during waiting period after over 20 minutes multiple days. Attempted to email, no response. Attempted to speak with online agent, bot disconnected me instantly and stated no live agent available. I placed another order 12/13, and this has already shipped 24 hours later? **************** is awful - seems like I am getting scammed as Im not able to cancel an order, or have any update on this, but was charged.

  

  Business Response

  Date: 12/18/2023

  Hello *******,

  I am sorry to hear about the difficulty you have experienced in contacting our customer service department. We are working diligently to answer the high volume of calls we are experiencing. After reviewing your account, it looks like you have been in contact with one of our customer service supervisors and we were able to cancel this order. You should see the pre-authorization charge fall off within a couple business days in the full amount of $70.98.This timeframe will be dependent on your banking institution releasing the funds back to you. We appreciate the valuable feedback. If you have any other questions or concerns, please feel free to reply to the email you received, or give us a call at ************. Thank you. 

• Initial Complaint

  Date:12/12/2023

  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 medication for my dog in November and they charged me, but I never received it. I went on their online portal and got a tracking number. Even though the order was in November of 2023, the tracking they provided shows deliver to a different state in August of 2023, so its clearly not the right tracking number, I have been unable to reach them through call or their online chat feature. I have attempted to contact them multiple times.My vet has also attempted to contact them but was unable to get through to a person. Endless times on hold.They do not answer the phone or call back. They also do not respond to their chat feature.This company is a joke, this is ridiculous. I will attempt to block payment on my credit card if they do not respond.

  

  Business Response

  Date: 12/19/2023

  Hi ****,

  I sincerely apologize for the inconvenience you've faced with the tracking information for this order. After reviewing your account, I show that you were able to talk to a representative on 12/12/2023 regarding this shipment and that it was delivered to the post office that day. A customer service representative will reach out to you today to verify the status of your shipment and ensure you received it. We understand the importance of clear communication and are working to improve our customer service processes. If you have any further concerns or if you need immediate assistance, please feel free to contact us at ************. We value your feedback, and we are committed to resolving this matter promptly.
  Thank you for bringing this to our attention, and we apologize for any inconvenience caused.

• Initial Complaint

  Date:12/07/2023

  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.

  On 11/20/2023 I purchased a three month supply of nexgard plus. The supplies got shipped but come today, 12/7/2023, they still aren't here. I have contacted everyone, including this company, and they have not responded to any of my emails about the issue. I just want it reshipped out or a refund or I am filing a fraudulent charge. This is unacceptable and I am very disappointed by the customer service I have received.

  

  Business Response

  Date: 12/15/2023

  Hi ******, 

  I sincerely apologize for the experience you have received with not getting your shipment in a timely manner along with contacting customer service. After reviewing your account, it looks like your order is lost in transit. A customer service representative will be reaching out to discuss your preference of either a refund or a ****** of this item. Thank you for taking the time to leave this valuable feedback. Please don't hesitate contact us if you have any questions in the meantime at ************. Thank you. 

• Initial Complaint

  Date:12/07/2023

  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.

  Covetrus gave no heads up for the auto ship. Yes, I signed up but no other retailer sends order notification at 3:49 am and processes order at 8:25 am with no time to review, postpone, or respond that one of the pets has passed away. All other services send a reminder. This is nearly ****** worth of medications between my husband and my orders. 200 of which won't have a use and are non returnable. Absolutely shady. There is zero justification that would have any integrity for no reminder prior to fulfilling and sending. Despicable, callous, thieves.

  

  Business Response

  Date: 12/14/2023

  Hi ********,

  I am sorry to hear about the inconvenience! With our autoship program, we do send out autoship reminder emails a week prior to the order placing to give time for any cancellations or edits to the order. I apologize that you nor your husband did not receive those emails! After reviewing your accounts, I show that you have successfully canceled both autoships. As a courtesy, I will go ahead and refund the order that was placed on your account in the amount of $176.65. You should see that back on the card that was used to place the order within 3-5 business days. Please dispose of the medication properly. If you have any further questions or concerns, please feel free to contact customer service at ************. Thank you. 

  Customer Answer

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/29/2023

  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.

  The date of the transaction was November 24, 2023; however, the order summary was dated October 19, 2023. The charge was billed on November 24, 2023 by Covetrus and for a 6 month supply of Trifexis. I did not receive notification from Covetrus that they were going to send me/bill me for this item. The only notification that I received was a confirmation of order with tracking information. I used Covetrus one time in November 2022. Since then, I used ******* Pharmacy for my pet preventatives. I do not need this item and was not provided with an opportunity to cancel the order prior to being billed for it as it was already shipped. I attempted to contact customer service to resolve the issue but I am not able to speak with a person. I called the company three separate times between November 24, 2023 and today. My longest wait time was one hour and twenty minutes. I would like a refund for the preventatives since it is an item I do not need and was not provided with an opportunity to cancel before shipment. The order number is *************. The tracking number, shipped with **** is **************************

  

  Business Response

  Date: 12/03/2023

  Hi *****, 
  
  I am sorry to hear that you were not able to reach one of our customer service representatives regarding this issue. After reviewing your account, I do show an autoship reminder email was successfully sent to the email you provided on 10/12/2023, indicating an autoship order for Trifexis was going to place on 10/19/2023. We then sent an an order confirmation email on 10/19/2023 when the order placed successfully. At that time, your order was waiting for your veterinary clinics approval, which happened on 11/22/2023, over a month later. Two days later, we shipped the order, resulting in the shipping confirmation email you received with the tracking number.
  
  We are regretful about our long hold times with our phone lines. For future communication, we also have email available from the contact us page on the website. Due to the inconvenience this has caused, I will go ahead and process a full courtesy refund in the amount of $155.46 back to the card that was used to place this order. If you haven't already, please dispose of the medication as you see fit. All autoships on your account have been canceled. If you have any further questions or concerns, please reach out via the modes mentioned above. Thank you. 

  Customer Answer

  Date: 12/03/2023

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

  Customer Answer

  Date: 01/18/2024

  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. 

  I initiated a complaint against Covetrus November 29, 2023 in which I described my difficulty with contacting customer service after many tries and to cancel an order for a preventive that I did not need. Covetrus responded and offered a full refund. As of today, January 09, ****, I have not received this refund. I have uploaded screen shots of the communications. 

  

  Business Response

  Date: 01/19/2024

  Hi *****, 

  I am so sorry for the oversight. As of 1/19/2024, the refund in the amount of $155.46 has been processed. You should receive an email momentarily confirming the refund. Thank you. 

  Customer Answer

  Date: 01/22/2024

  [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:11/21/2023

  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.

  Need to provide exception ID or a Rx order. Replied to the email with required information, but the order still got cancelled.Customer service non existent.Tried calling, chatting everyday for the last few weeks. feels like there are no customers service department at all. no one answered the chat nor the call.

  

  Business Response

  Date: 11/22/2023

  Hello,
  I want to express my sincere apologies for the challenges you've faced in receiving your pet's medication and the difficulties you've encountered with our customer service. I understand the frustration you must be feeling, and I truly regret any inconvenience this has caused.

  
  Upon reviewing your account, I see that a new order has been placed and upgraded to 1-2 business day shipping at no additional cost. I hope this helps expedite the process for you. Additionally, a **************** Team Lead will be reaching out to you shortly to ensure that all your concerns are addressed and to provide any further assistance you may need.

  
  Your feedback about 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. If there's anything else we can do to assist you, please don't hesitate to let us know.

  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service 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 had an auto-ship order for prescription cat food that was fulfilled on 10/13/23. Unfortunately, my cat will no longer eat this food due to some medication and health issues, and I had to switch to a new food for him. Heres where the problem kicks in: Covetrus provides two different numbers to call for customer service. I called the one on my packing slip, sat on hold for 3 hours and ultimately had to hang up. I called on 10/20/23 at 8am CST (their hours are Monday-Friday 8:00am CST to 6:00pm CST) and sat on hold until 11:30am. No answer. I tried again on Monday 10/23, no answer. 10/24 - no answer. 10/25 - no answer. I have called EVERY business day since then and stayed on hold for 3.5 hours every time and have yet to talk to anyone. I tried reaching out via email - no response. I tried reaching out via their online chat thing, no response. I want to return this food that I paid $115 for that my cat physically cannot eat anymore without making him more sick, but all the avenues they have provided for customer service has failed.

  

  Business Response

  Date: 11/08/2023

  Hello, 

  Please accept our sincere apologies for not being able to connect you with a customer service representative. We are working diligently to answer phone calls as quickly as possible. I will have a representative reach out to you shortly to discuss a resolution for the unused cat food. Thank you for taking the time to leave this review. Your feedback will be shared with the relevant departments to help us enhance the customer experience.

• Initial Complaint

  Date:10/23/2023

  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.

  On 9/8/2023 I had an autoship order for 2 bags of prescription dog food. I received 1 bag of dog food and one bag filled with red plastic medical device pieces. I attempted to call on 9/14/2023 and 10/23/2023 and was on hold combined for over 45 minutes, but had to leave due to other obligations. Phone support does not give estimated hold time or ability to leave a message or receive a callback. I attempted to chat support twice but was told that no agents were available, despite being within posted hours. I also emailed twice via their website but did not see any response to my emails. I would like to avoid performing a chargeback and thus increasing everyone's cost. In order of priority, I would like to receive the bag of dog food that I paid for, would like to know how I can safely dispose of the product I was sent, and to be compensated for the time spent and cost of attempting to resolve this issue and disposing of the product sent to me.

  

  Business Response

  Date: 10/26/2023

  Hello,
  
  I'm truly sorry to hear about the challenges you've faced with your recent autoship order, and I appreciate you bringing this matter to our attention. Please accept our sincere apologies for any inconvenience you've experienced. We understand your concerns and are committed to resolving this issue to your satisfaction. After reviewing your account, it appears that your clinic contacted us on your behalf and we were able to put in the reshipment of dog food for you. That order is still processing within the Hill's facility and should ship out within 5-7 business days of order placement which was on 10/23/2023. If you do not get a tracking confirmation email by 11/1/2023, please feel free to reply on the email chain you were copied on to let us know. 
  We are also taking steps to improve our customer support services, ensuring that such issues do not occur in the future. We understand that your experience with us thus far has been less than satisfactory, and we are committed to making it right.
  Thank you for your patience and for giving us the opportunity to resolve this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us at ************, Monday through Friday, 8:00AM-7:00PM CST, or replying to the email chain mentioned above. Your satisfaction is our top priority.
  
  Once again, we apologize for the inconvenience you've faced and appreciate your understanding as we work to rectify the situation.

• Initial Complaint

  Date:10/17/2023

  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.

  Covetrus is charging a "Fulfillment Fee" on Prescription Diet food purchases. Nowhere is this fee advertised, no notice has been provided to customers about this reoccurring fee. This fee shows up only after placing an order in "Your Cart" and after Auto-Ship orders are placed. This fee directly contradicts what Covetrus website is advertising, website specifically says "Free shipping on orders over $49". Please explain.

  

  Business Response

  Date: 10/19/2023

  Hi ******,

  Thank you for your feedback regarding the fulfillment fee that you received on your most recent order. We have recently added a $0.99 fulfillment fee to every order due to the increased costs of shipping and packaging. As we explore various options to mitigate the rising shipping and freight expenses, our primary focus remains on providing value through our product offerings and optimizing delivery times.

  
  This nominal fulfillment fee allows us to continue offering free shipping for Diet food orders over $49 on autoship. We understand the inconvenience this may cause, and as a one-time courtesy, we will refund this fee for your most recent order.

  
  For more details about our autoship program and its terms and services, please visit the following link: *****************************************************************************************

  We appreciate your understanding and thank you for being a valued customer. If you have any further questions or concerns, please don't hesitate to reach out.

• Initial Complaint

  Date:08/21/2023

  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 have placed a total of three orders with this business- on 8/7/2023, 4/15/2023, and 11/14/2022. I have yet to receive any of my orders and have spent over $200.00 with this business. My orders contained vital eye drops for my elderly dog. What kind of care is this business pretending to give? Reading these complaints I am disgusted- this company should not be responsible for ensuring delivery of medications that people actually need, especially delivering through for profit services like **** You are vultures!

  

  Business Response

  Date: 08/25/2023

  I apologize for the trouble you've experienced with receiving the compounded medication for your dog. As fellow pet owners ourselves, we understand the importance of timely medication. Upon reviewing your account, we found that all three of your orders were returned to our warehouse due to **** marking them as "no such street number."
  When items are returned to us, we make it a priority to promptly reach out to our clients. We were able to do so for your November 2022 order. I also see that you recently contacted our customer service regarding your August 2023 order. Rest assured, you've been refunded in full for each of these orders, with the refund for the latest order currently being processed. You can expect it to appear in your account within 3-5 business days.

  
  Regarding your account information, I've noticed that your apartment number is on the same line as your street. To enhance the delivery accuracy, we recommend placing the apartment number on the 2nd address line instead of the first. Additionally, selecting the faster shipping option during checkout will route your packages via ***** or **** which tend to have more reliable delivery records compared to ****.

  
  Should you wish to update your address information, please log into your account and make the changes under the account settings. Alternatively, you can reach us at ************, and we'll be delighted to assist you.

  
  Thank you for your understanding and patience. If you have further questions or require assistance, don't hesitate to contact us.