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Business Profile

Pet Supplies

Heartland Veterinary Supply and Pharmacy
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2025

    Type:Product Issues
    Status:
    Resolved
    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 what seemed to be advertised as a leash and collar set on the website when I received my package there was only a collar inside,so I called the company and told them the problem and how it seemed like it was advertising a leash and collar set and how it can be seen that way by a customer. The woman who answered the phone was extremely rude and unprofessional. I explained that it seemed like it was advertising a set because nowhere could I just order the leash on its own. I have never experienced such horrible customer service. I would definitely not recommend this place to anybody simply because of how rude they were with is simply situation.

    Business Response

    Date: 06/23/2025

    Thank you for taking the time to share your feedback. We sincerely apologize for the confusion regarding your order and for the way your concerns were handled—this is certainly not the experience we aim to provide.
    We understand how frustrating it must have been to expect a leash and collar set, only to receive one item. We appreciate you bringing the listing’s wording to our attention, and we’ll be reviewing it to ensure it’s clearer for all customers in the future.
    We're also very sorry to hear about your interaction with our team. Professionalism and respectful communication are core values for us, and we take your comments seriously. We’ll be addressing this internally to help prevent similar situations going forward.
    I’ve issued a full refund for your order. Again, I truly apologize for the inconvenience. If there’s anything else I can assist you with, please don’t hesitate to reach out.
    Thank you again for your feedback.
    Warm regards,
    *****

    Customer Answer

    Date: 06/23/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



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

  • Initial Complaint

    Date:01/29/2024

    Type:Delivery Issues
    Status:
    Answered
    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 16oz bottle of Pyrantel Pamoate for $25.34 from ********************** on Saturday January 20 2024 and it's been over a week and it still has not shipped yet.

    We needed this right away. I am beginning to think this company is a scam company. If I have to buy it else where I will cancel the order from them and request a full refund even if the order has already been shipped.

    Business Response

    Date: 01/29/2024

    Dear *******

    We do apologize for the inconvenience, the system tried voiding this out it appears due to the email address. We were able to call you and get in touch to get this order verified and we have this shipping today. The tracking number is *********************** Again, we do sincerely apologize for the inconvenience.

Heartland Veterinary Supply and Pharmacy is BBB Accredited.

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