Reviews
This profile includes reviews for Covetrus's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 97 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromAdrienne D
Date: 08/27/2024
1 starAbsolutely awful customer service. Set up for auto-ship and they shipped a prescription I didn't need and won't take a return and won't offer me a refund. Take your business anywhere else, like perhaps Chewy where they take returns and give refunds no questions asked.Review fromAshley S
Date: 08/22/2024
5 starsMost caring professional pharmacy I have ever dealt with. The customer care is beyond! These amazing people truly care about your pet and you as a customer and would have to say it's a true pleasure to do business with them.Review fromkristin s
Date: 07/08/2024
1 starkristin s
Date: 07/08/2024
i agree with all other negative customer reviews. Incredibly poor customer service. I strongly recommend you go elsewhere
Covetrus
Date: 07/09/2024
Dear *******,
I am truly sorry for the inconvenience you experienced with our company. I have reviewed the call log of your interaction with our representative and will ensure that any necessary coaching is provided to improve our service.
After examining your account, I see that our representative offered you a 50% refund on the original order, as well as a 50% discount on a new order, due to the original order being reported outside of our 30-day window for missing packages. However, as a gesture of goodwill, we have processed a full refund for your original order. Please allow up to 5 business days for the refund to be reflected in your account.
If you have any further questions or concerns, please do not hesitate to contact us at ************. We value your feedback and appreciate your understanding.Review fromAndrea H
Date: 06/27/2024
1 starI own a veterinary hospital in *****, **** and have been partnering with this company for 4 years. Their costumer service had changed for the worse and we are switching to another pharmacy. We have been requesting documents and records for 3 weeks in order to start operating with the new partner, and Coventrus has been either declining to submit or saying they will send them by the end of the day and nothing happens. Very frustrating! I will never work with them again!Review fromJo T
Date: 06/19/2024
1 starJo T
Date: 06/19/2024
I wish I had read the reviews before ordering. 3 weeks after ordering and being assured meds would be fast tracked-still hasn't been shipped. Will not order from them ever again.Covetrus
Date: 06/20/2024
Hello **,
I apologize for the experience you've had with obtaining your pet's medication. We understand the importance of timely medication and regret that this did not happen in your case.
Upon reviewing your account, I see that you contacted our customer service team about a missing package. We have placed a new order with expedited shipping and included a 25% coupon. Additionally, we refunded you for the original order.
Unfortunately, the medication did not have any refills on file, so it required approval from your veterinary clinic, which we are still awaiting. A customer service representative will reach out to your vet clinic today to expedite the approval. Once processed through the pharmacy, you will receive the medication within 1-2 business days.
If you have any further questions or concerns, please feel free to call us at ************.Thank you for your patience and understanding.Review fromJamie S
Date: 06/16/2024
1 starJamie S
Date: 06/16/2024
Do not order from them. Still waiting on a refund for $78 for pet food they never shipped. Called customer service twice both said will be resolved in two days.. nothing no refund product still shows as label created (since may 31st) no attempt to make this right. Will not use again.Covetrus
Date: 06/17/2024
Hi *****,
I apologize that you did not receive your pet's food. After reviewing your account, I can confirm that a refund of $77.74 was processed on 6/14/2024. Please allow 3-5 business days for the refund to appear in your account. If you have any further questions or concerns, please feel free to contact our customer service team at ************. Thank you.
Review fromEmery V
Date: 06/14/2024
1 starEmery V
Date: 06/14/2024
Emailed out an advertisement claiming a discount on products that weren't on sale. When I complained, they just removed me from their email list. Shame on my vet for partnering with these people.Covetrus
Date: 06/15/2024
Hello *****,
I sincerely apologize for the experience you had with our company. After reviewing your account, it appears that the representative who responded to your email misunderstood your request. Please be assured that we value your feedback and will ensure the agent receives additional training to prevent similar issues in the future. Additionally, I have resubscribed you to our emails. Should you wish to unsubscribe at any point, you may do so on the website.
Regarding your concern about the advertisement claiming discounts on products that were not on sale, I understand how this could be confusing. I will forward your feedback to the relevant department for further review. To address this issue, I will follow up with you directly to discuss applying that discount to an order for you.
If you have any further questions or concerns, please feel free to reply to this email thread or call us at ************. Thank you again for bringing this to our attention. We genuinely value your feedback.Review fromJennifer V
Date: 06/13/2024
1 starJennifer V
Date: 06/13/2024
First and last experience with this company. These practices are unacceptable. Placed a med order over 5 weeks ago and its still just pending even though the company got paid and they work directly with my vet. I have tried to get a response (I will not sit on the phone for 3-5 hours waiting, that is so disrespectful) in writing from the company, but they have gone unanswered. I originally set-up auto ship yet at this point I have cancelled. I sure hope youre seeing these reviews before ordering!Covetrus
Date: 06/14/2024
Hi ********,
I apologize for your experience and understand the importance of these medications for your pet. We are working through our emails and phone calls as quickly as possible.
After reviewing your account, we found that one of our representatives has responded to your email. We have initiated a verbal authorization request for our pharmacist to contact your vet clinic for order approval. Additionally, we have upgraded your shipping to 1-2 business days at no extra charge and applied a 30% courtesy discount due to the delay.
For further questions or concerns, please reply directly to the email from our representative for a quicker response. Thank you.Review fromMary D
Date: 06/12/2024
1 starMary D
Date: 06/12/2024
Astonishingly bad. The reviews say it all. After years of receiving meds at a new address, they suddenly shipped to an address we haven't lived at for 5 years. After weeks of trying to reach them, we received an email confirming that the meds had been misdelivered. However, according to the tracking number, the package had been RETURNED to the company, not delivered. They couldn't even get their BS story straight. Of course, they made no effort to redeliver or contact us about the error. The only thing that happens in a timely fashion is them billing my credit card.I am still without my pet's needed medications nearly a month after they were shipped. The company is so incompetent as to nearly be a criminal enterprise.Covetrus
Date: 06/14/2024
Hi ****,
I apologize for the inconvenience you experienced with *******'s medication delivery. When we receive returns due to delivery issues, we strive to contact customers promptly. In reviewing your account, we received your return on the same day you emailed us.
I see you are currently in contact with one of our representatives regarding this order. To ensure we address your concerns thoroughly, I will have one of our team lead representatives reach out to you as well.
Once again, I apologize for any inconvenience caused. If you have any further questions, our team lead will be able to assist you. Thank you.Review fromJami B
Date: 05/30/2024
1 starJami B
Date: 05/30/2024
Terrible terrible TERRIBLE!!!! Stupid pharmacy team and customer service. They literally put a bandaid on your complaint for you to call back and the issue had NEVER been resolved LIKE THEY HAD SAID IT WAS!!!Covetrus
Date: 06/04/2024
Hi ****,
I'm genuinely sorry for the experience you've had with our company. Upon reviewing your account using the email address provided, I see that one of our customer service supervisors has reached out to you via voicemail and email. If you need further assistance or have any questions, please don't hesitate to reply to her email. We're here to help. Thank you.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.