Reviews

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

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Covetrus has 4 locations, listed below.

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  Covetrus

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

  
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  Covetrus

  400 Metro Pl N Dublin, OH 43017-3378

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  Vets First Choice

  2409 Peppermill Dr # K Glen Burnie, MD 21061

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  Covetrus

  5013 S 110th St Omaha, NE 68137-2376

Review Details

• Review fromDerek M

  Date: 10/12/2023

  1 star

  Derek M

  Date: 10/12/2023

  Worst company I've ever dealt with. Placed prescription cat food order on 10/3, vet approved next day, shipping label created on 10/5. It's now 10/12 and ***** tracking number says "label created". Called customer service, estimated wait ***** minutes. The whole idea of ordering online is to make the process easier, not having to wait on the phone to discuss. Engaged Covetrus chat bot. If you don't provide the order #, it auto closes. If you do, it provides garbage useless tracking number (then closes). I can't find a way to cancel the order on the website. Emailed Covetrus help email requesting to cancel the order and have not seen a response. Covetrus charged my credit card over $130 and I have nothing to show for it. I had to drive to the vet (45 minutes one way) to pick up the food. I'm waiting a few more days until I report the charge as fraudulent. TERRIBLE company. Useless, don't use!!!
  

  Covetrus

  Date: 10/16/2023

  Hello,
  I'm sorry to hear about your recent experience with our company. We understand your concern about the tracking delay, and I want to provide you with some information.

  
  Typically, tracking updates can take 5-7 business days to show as "moving through the network" or "delivered." The 7th business day in this case would be today, 10/16/23. To address your concerns promptly, I've escalated your order to our customer service team lead, who will contact you tomorrow with an update or a resolution.

  
  I also apologize for the extended wait times on the phone and the inconsistencies in our chat service. We're actively working to improve both. Your feedback is invaluable, and we appreciate your patience.

  
  Please expect a phone call and an email regarding your order within the next day. Thank you. 

• Review fromAlexandra C

  Date: 10/11/2023

  1 star

  Alexandra C

  Date: 10/11/2023

  Theyre horrible with customer service. Super long wait times, then they pretend they cant hear you and hang up. I spent 45 mins today just on hold and never got my problem resolved. Thanks for nothing.
  

  Covetrus

  Date: 10/16/2023

  Thank you for bringing your concerns to our attention. We understand that our call volumes are currently higher than usual, and we're working diligently to address them promptly. We are also aware of the technical issues some agents are experiencing and are actively working to resolve them.I apologize for not being able to access your account information. If you could kindly provide the details of your issue by filling out our contact form on our website, we would be more than happy to assist you that way.

• Review fromHaden F

  Date: 09/18/2023

  1 star

  Haden F

  Date: 09/18/2023

  Absolute dog s*** company. Why a vet would EVER use this company (unless they get commission or something stupid), I have no idea. I ordered through them on September 13th. It did not ship out until the 15th. Tracking number was one that was being reused so I gave it ****** HOURS only to learn someone gave us the wrong tracking number. Ive been on hold for an hour and counting just TRYING to figure out where the h*** my horses medication is. I will DEFINITELY be canceling the auto ship the minute they answer this phone and will be going to covetrus.
  

  Covetrus

  Date: 10/02/2023

  Hello,

  
  I apologize for the experience you had with our company. After reviewing your account, I see that your order was placed on 9/13/2023, as you mentioned. As a veterinary pharmacy, we take extra care to ensure the accurate filling of medications, as we understand the importance of each patient's health. I'm sorry to hear that you had trouble with the tracking number.

  
  Upon checking the tracking number, it appears that your horse's medication was delivered on the third business day, which falls within our 3-5 business day guarantee. Please note that weekends are not counted as business days.

  
  We are currently experiencing a higher volume of calls, and our team is working diligently to assist all customers. If you are unable to reach us by phone, you can also use our chat or email services, which typically provide faster responses.
  To make amends for the inconvenience you've experienced, I would like to offer you a 20% refund on your order.

  If you have any more questions or concerns, please don't hesitate to reach out to us via chat, email via the contact form on the website, or by calling us at ************. We are here to assist you.

  
  Thank you for your understanding.

• Review fromStacie M

  Date: 09/16/2023

  1 star

  Stacie M

  Date: 09/16/2023

  To Covetrus - no one cares about your cut-and-paste responses to these reviews. To pet parents - even though your vet has made the unfortunate decision to align with this company, get your prescriptions at any one of the numerous, reputable companies that actually care about their customers. My order from Covetrus arrived in the mail with the top of the package completely cut off. Not having any way of knowing who opened it, why they opened it, or whether or not they did anything to the medication inside, I called customer service to ask for a replacement. After being on hold for 30 minutes, the customer representative was very nice and said I could get a replacement. Two days later I get an email from "GPM pet owner support" asking for photos. I sent a photo of the package. I get a reply saying they need a photo of the damaged product. I again replied, explaining the product itself was not damaged but as the package arrived open, I had no way of knowing if it had been tampered with. Once again, they replied back stating they needed a photo of the damaged product. They did not even take the three seconds to read my email. The person replying to the email gave "call center in a one-bedroom apartment in *****" vibes. Or maybe it's a not-ready-for-prime-time AI customer support chatbot. Now obviously, once a product leaves a company's warehouse, they have no control of what happens from there. But every company I've ever dealt with has worked quickly to resolve the issue and provide a refund or replacement, while making me feel valued as a customer. No questions asked. No hoop-jumping. The company loses money this way, but retains a customer. Upholds a reputation. These companies are the big dogs, and Covetrus can't run with the big dogs. **************** is King, and I'm confounded that a company operating in 2023 can fail this hard at it. I eventually did get a full refund, but only after I called my veterinarian and they called Covetrus.
  

  Covetrus

  Date: 09/20/2023

  ******, I am very sorry to hear about the experience you had with our company. We understand how crucial it is to receive medication promptly, especially when it concerns the health of your pets. After reviewing the case related to this matter, we have identified a valuable coaching opportunity for the team member who assisted you. We sincerely apologize that we did not resolve the shipping issue as quickly as we should have.If you decide to use Covetrus as an online pharmacy again, we would like to offer your next order free of charge as a gesture of goodwill for the inconveniences you experienced with this order.If you have any further questions or concerns, please do not hesitate to contact our customer service team at ************.Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to improve our services.

• Review fromJeanette B

  Date: 07/29/2023

  1 star

  Jeanette B

  Date: 07/29/2023

  Horrible, was promised 3-5 day shipping at checkout after 5 days no shipping info i complained using their messed up online form. Then they shipped it the next day, its important medicine, no expected delivery date, its been nine days, the last update says its in ******** ****, this place is hot garbage.
  

  Covetrus

  Date: 08/01/2023

  Hello,I am sorry to hear about your experience with receiving the medication for your pet. We definitely understand how important each medication is for our pets and work as quickly as possible to get the medications out.Regrettably, we are currently seeing processing delays of up to **** business business days in our warehouses. After reviewing your account, your order was placed the afternoon of 7/19/2023.The first full day this was processing in our warehouse was 7/20/2023. As part of the order you mentioned was shipped on 7/25/2023, this was the 4th business day that the order was processing. Tracking shows the order was delivered on 7/29/2023 in or at the mailbox at 3:46 PM. The shipping chosen at checkout is our 3-5 business days. The order arrived within that timeframe, on the 4th business day. We do recommend using our expedited shipping options if the medication is urgent as this will help the order move through the warehouse more quickly. Due to this inconvenience, I would be happy to apply a 20% discount on your order in the amount of $17.40. This will be refunded to your card that was used to place this order within 3-5 business days.Thank you for passing on this valuable feedback. We do take all the feedback we receive seriously. If you have any further questions or concerns, please feel free to give us a call at ************. Thank you.

• Review fromAllyson F

  Date: 07/21/2023

  1 star

  Allyson F

  Date: 07/21/2023

  Covetrus orders are not as promised. Twice ordered dog meds and told 3-5 business days to get email 8 days later that delay for 2-4 WEEKS. My dog needs this medication every day and now she will have none for weeks. COVETRUS is not a good online pharmacy -
  

  Covetrus

  Date: 08/02/2023

  Hello, 

  I am sorry to hear that you haven't received your pets medications yet. We understand how important medications are for our pets and we strive to communicate as quickly as possible with any order issues. After reviewing your account, the order you mentioned was marked out of stock shortly after it was placed. Unfortunately, notifying clients of out of stock issues is a manual process and it regrettably, took us a week to reach out due to our large workload and I do apologize for that. 

  It appears you have been in contact with our customer service department and we are holding the order open for you until this medication comes back in stock. Due to the delay, I have flagged your order for expedited shipping as soon as the order is processing. Additionally, I will refund 20% in the amount of $20.48 due to the delay. You will see that refund on your account after the order ships out.  

  If you have any other questions or concerns, please feel free to call customer service at ************. Thank you. 

• Review fromBS H

  Date: 07/18/2023

  1 star

  BS H

  Date: 07/18/2023

  First time using this online pharmacy for my dog. Their website promises next business day shipping on pharmaceuticalsthat didnt happen.Tried calling customer service, it said the hold time was 10 minutes. I waited 20 and hung up.My vet recommended them so Ill give him my feedback too. Next order will be through Chewy. I hear theyre actually responsible and reliable.
  

  Covetrus

  Date: 08/02/2023

  Hello, I am sorry to hear about your experience. As most of our employees are pet owners ourselves, we understand how important medications are for pets and we work as quickly as possible to get these pharmaceuticals shipped in a timely manner. 

  Unfortunately, I was not able to pull up an account using the email that was provided. If you would like to provide that information, I would be happy to look into this for you. Thank you. 

• Review fromKaren S

  Date: 07/11/2023

  1 star

  Karen S

  Date: 07/11/2023

  Absolutely horrible company to deal with when ordering pet meds. I called yesterday..was on hold 40 minutes when they closed their phone lines for the day. Today I was on hold 1:03..I called my vet and said I will be changing vets if they cant put me in contact with a pharmacy that actually cares about their customers. I tried to find a website for pet meds through Covetrus website, on my script bottle..nothing but ads to sign up vets for their program. Their delivery takes on average a week from the date you order..all around nightmare company who doesnt deserve even 1 star.
  

  Covetrus

  Date: 07/13/2023

  Hello,
  Thank you for your feedback of your experience. I apologize for the long wait times you encountered while trying to reach one of our representatives - we currently do have longer than average hold periods that we are actively working to decrease as quickly as possible. In reference to order processing and shipment times, which do vary depending on the item ordered and the area shipping to. Our team strives to actively communicate with our pet parents of any delays with their order directly. I took the liberty to review the two orders that I see processing on your account. Currently they are on track with no delays in the fulfillment period, however I will have one of my team members reach out to you to help answer any further questions you may have. Thank you again for your review, we appreciate your feedback!

• Review fromYvonne S

  Date: 07/10/2023

  1 star

  Yvonne S

  Date: 07/10/2023

  Tried to cancel auto ship due to vet recommendation (medication elevated pet liver enzymes). They hung up on me 3 times after waiting on hold over 20 minutes each call. No callback from message left on website either. So frustrating! I dont recommend using this company.
  

  Covetrus

  Date: 07/11/2023

  Hello, I am sorry to hear about your experience with our company. We understand how important each of your phone calls are and are diligently working to answer each call as quickly as possible. We have been having some technical issues causing calls to disconnect but those issues should be resolved. I will have a representative reach out to help update your account. Again, I do apologize for the inconvenience and In the meantime, please feel free to email us with any further inquiries. Thank you.
  

  Covetrus

  Date: 07/11/2023

  Hello, I am sorry to hear about your experience with our company. We understand how important each of your phone calls are and are diligently working to answer each call as quickly as possible. We have been having some technical issues causing calls to disconnect but those issues should be resolved. I will have a representative reach out to help update your account. Again, I do apologize for the inconvenience and In the meantime, please feel free to email us with any further inquiries. Thank you.

• Review fromPeter W

  Date: 07/01/2023

  5 stars

  Peter W

  Date: 07/01/2023

  There had been a snafu regarding selling me more medicine than my rabbit could use within a month; Covetrus hadn't wanted to make me pay for what I wouldn't use before expiration. As a result Covetrus hadn't shipped the medication yet.******* at Covetrus explained the situation to me, then suggested I order a smaller amount. Because I needed the medication sooner than later, she also made the medicine a 1-2 day delivery at no charge.Thanks to ******* for being a considerate and ethical customer service person! 5 stars!
  

  Covetrus

  Date: 07/03/2023

  Hello!

  Thank you so much for the positive review! As majority of us our pet owners ourselves, we strive to help each pet owner as quickly and efficiently as possible. I will pass along your positive feedback for ******* to her supervisor. We appreciate the time you took to leave a positive review and look forward to assisting you and your pet rabbit in the future.