Complaints
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2023
Type:Product IssuesStatus: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.
Purchased prescription Hills dog food for my dog over a year ago. Today as Im checking my credit card account I see there is a charge for $264.55. What??!!!! I called customer service and they said it was a yearly membership fee. I told her I have NEVER authorized a membership or fee. She stated that when I ordered the customer service woman asked me if I was interested in a free one year membership. She said then we automatically charge your credit card for a fee after a year!!! What??!! I told her I was NEVER asked nor told that I had to purchase a membership to buy products or would be charged a year later for some random membership!! This is infuriating and ILLEGAL business practices. She stated they will issue me a refund credit that should take a few days. Im skeptical to say the least. I told her to remove my name from their mailing list. They have NO authorization to illegally use my credit card. Buyers beware!!! Unbelievable and outrageous!!Business Response
Date: 04/18/2023
The re-occuring annual membership has been cancelled and a refund has been issued. Please allow up to a week or so for the refund to reflect on your account.Customer Answer
Date: 04/20/2023
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
Date:04/11/2023
Type:Sales and Advertising IssuesStatus: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 company uses what I believe to be illegal "Bait and switch" tactics and clearly very deceptive advertising.After being bombarded with ads depicting a 30 oz jar of Cat Treats along with the discount price of $10.53 each it got me to place an order.In that ad at the time there was only the clear picture of 30oz jar and price with no indication that this price applied to the 16oz size.I ordered 3 and another item.I was surprised to receive 3 16oz jars and called customer service to complain and 4 times got a nasty response saying in effect "tough luck" that is what you ordered... same from a "manager".The Loss of a few dollars is not as important the principle that they are basically saying "we caught you in our Bait and Switch web...so tough luck..!!". I highly recommend anyone shopping online for products they sell shop elsewhere.Their tactics are highly deceptive and possibly illegal.Business Response
Date: 04/13/2023
We have communicated with this customer and resolved this matter.Initial Complaint
Date:04/06/2023
Type:Delivery IssuesStatus: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.
Logout PetCareRx Updated on: ************** Worst ever "Purchased a prescription drug for my dog on the 21st of March. As of April 5th still haven't received any shipment. Have called 4 times to customer service to check on order, no tracking information, only to receive a email yesterday stating "your prescription has been approved and shipped. This second email stating that the order had been approved and shipped. Last one was on March 27th. This is a biological medicine that is given once a month after four loading doses. The day has come and gone, now I will have to restart the medicine and regime 4 doses and restart the course, an extra $152 cost to me. Sorry, but I will never do any business with this company and will recommend others not use this company. Chewy.com has always delivered my pet's medication within 3 days. This company has a long way to go."Business Response
Date: 04/06/2023
We have communicated with this customer with a resolution.Customer Answer
Date: 04/07/2023
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 and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
Date:04/03/2023
Type:Product IssuesStatus: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.
January 2022 I had ordered and received a couple dog toys. I was satisfied with that. On March 24, 2023, Petcarerx withdrew $254.35 from my account. I called my bank on March 27th and asked to stop payment and they cancelled my debit card. On March 28th, I called Petcarerx and told them I wanted no membership, which they said was the $254.35 a year. The representative that I spike to told me that it would be returned to my account within 3 days. At this time, nothing has been refunded nor any communications from Petcarerx. I expect them to follow through with what they told me. Thank youBusiness Response
Date: 04/05/2023
We have been in communication with this customer and resolved this manner.Customer Answer
Date: 04/06/2023
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 and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
Date:03/27/2023
Type:Service or Repair IssuesStatus: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.
PetCareRx used my credit card information on file to enroll me in a one year PetPlus membership program for $152.37 without my knowledge or authorization. This was done on March 22, 2023. The last time I placed a pet food order with them was back in December of the previous year. I have no idea why they would all of a sudden enroll me in a program I never signed up for.Customer Answer
Date: 03/28/2023
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 and the matter has been resolved.
Sincerely,
***** ******
Initial Complaint
Date:03/14/2023
Type:Delivery IssuesStatus: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 on order online for prescription cat food on 2/26/23 and I got a shipping notification email the next day on 2/27/23. I usually receive their packages in 2-4 days, this time I didnt so I tracked it and only the label was created but I know businesses and the mail are still a little slow so I waited for a full week before I started contacting them. Two emails went unanswered, two phone calls gave me little information other than I cant get a refund because its labeled shipped but its now two weeks later and it still hasnt shipped. I ran out of the food I needed and obviously bought it elsewhere so now I dont need this order that the company refuses to ship anyway.A refund should just be the easiest solution but it never is with online companies, they want to hang onto your money while not sending anything and act like were an inconvenience. The food that I ordered is also currently in stock and still available to buy on the site right now but my order is just sitting there for some mystery reason no one can tell **** was supposed to get a phone call back about whats going on but I never received those either. I just want my refund.Business Response
Date: 03/16/2023
We have a issued a refund for this order and it should post on the customers account account within a week or so.Initial Complaint
Date:03/01/2023
Type:Product IssuesStatus: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 purchased a 30 lb bag of NutriSource Grain Free Woodlands dog food on 2/13/23 (Order number N2942317). The morning I opened the bag there was a yellow meal moth worm on the food. That evening I reached out to PetCareRX via email to let them know of the issue and ask for a replacement bag. After my second email to them, I received a response and they asked for a picture. I totally get wanting a picture. However, my main concern was finding and cooking food for my dog that morning, throwing the bag away and still making it to work on time. I have reached out to them a total of six times and still not received a repsonse from their initial email to me asking for a picture. My emails to them have been follow up emails asking when I will be hearing back from them and finally asking if charging back the payment with my credit card company and seeking third party assistance for a resolution with the BBB is what they prefer, since they refuse to respond to me. I have reached out to their Live Chat and they do not answer it just disconnects automatically and they do not answer their phone.Initially I just wanted a replacement bag. I have never had any issues with the food or the company before. But now I would just like a refund for my payment of $85.86 as I have went with another supplier. I did not charge this back with my credit card company yet. I wanted to seek assistance with the BBB first in hopes they will respond and refund the payment. Please let me know if there is anything else you need from me.Business Response
Date: 03/02/2023
We have communicated with the customer and resolved this matter.Initial Complaint
Date:02/27/2023
Type:Order IssuesStatus: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.
We have been trying to cancel our yearly subscription for four years. I was either too early or too late to cancel. Two years ago I was told the yearly subscription fee was canceled on time. Yesterday $100 was deducted from the checking for the yearly subscription. When I call to complain to PetCareRX the customer service says its too late to cancel. There needs to be a warning call or email to say its going to be deducted so we can cancel it, since now I have to wait another year to cancel. I havent purchased anything from the website for two years because I was told I has successfully canceled.Business Response
Date: 02/28/2023
We apologize for any troubles you experienced while trying to cancel your membership. We are looking into this matter to see who you communicated with as memberships can be cancelled at any time as you are not under contract. We have cancelled your membership and refunded back the recent charge for renewal. Please allow up to a week or so for the refund to reflect on your account.Initial Complaint
Date:02/21/2023
Type:Service or Repair IssuesStatus: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.
Petcare rx sold me a discount plan for $49.95 and without my knowledge charged my credit card $139.95 for a renewal. There was no knowledge or approval on my part to make this highly inflated charge. When I called I said I wanted to cancel and was told that the membership department had to review this in order to give me a credit.Business Response
Date: 02/21/2023
This matter has been resolved.Initial Complaint
Date:02/21/2023
Type:Delivery IssuesStatus: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.
Deceptive practice of advertising that states by becoming a petplus member orders will be prioritized over regular petcarerx orders. the petplus membership states the following on their website Get unlimited free shipping on any order of any size.Arrives to your door in 3 days (on average)PetPlus orders prioritized for faster shipping ahead of our regular orders All of our carriers provide contactless delivery We work with multiple carriers and select the fastest method depending on current conditions I am not getting my packages in the timeframe noted by being a petplus member. When I spoke with a customer rep this morning 2/17/2023, I was told that petplus gets the same shipping as standard orders and this is not what is advertised.Business Response
Date: 02/21/2023
The site does state "Arrives to your door in 3 days (on average)." This advertisement is correct, average delivery time for members once shipped is 3 days average. Packages can take up to 7 days for delivery but the average time is 3 days. Looked into your orders this month and last and it seems you have been receiving your orders within 3 days from the date shipped. To ensure your pet has their items in time we advise customers to order non prescriptions or medications with refills on file 7 days ahead just to be safe and medications which need a veterinarians approval 10 days ahead or so. We apologize if you were advised differently and we will correct the communication on our end for the rep you spoke with.
******** - shipped 2/16 ETA 2/21 = 3 days
******** - shipped 2/15 ETA 2/21 = 4 days
******** - shipped 1/26 delivered 1/31 = 3 days
******** - shipped 1/25 delivered 1/30 = 3 days
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