Complaints

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:01/24/2023

  Type:Product 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.

  I purchased a Royal Canin dog food on 12/31/2022 from Petcarerx. A few days later I got a tracking number from them and it showed the scheduled delivery date to be 1/5/2023 Thursday. The day came and the food was not delivered. The next day 1/6/2023 Friday, I checked the tracking number but it now showed pending delivery date. I called PetCareRx explaining to the situation and requested for an update/new expected delivery date. I was told by their customer service to give it another day. That Friday came and went and so did 1/7/2022 Saturday, still no delivery and the tracking number was still showing the same thing. It's now 1/9/2023 Monday and at this time I had no more food for my dog. I had to go to a store and buy the one. I called Petcarerx again on Monday, requesting for an update and they could not tell me when to expect my delivery, non were they willing to look into this and find out what was going on with the shipment.I requested a full refund back since a delivery date could not be provide, passed its original delivery date and to speak with a manage. I spoke with a manage who said her name was *******. I explained the situation and requested I get my money back since no one could give me a delivery date.******* refused to give me a refund, saying a refund can not be given until the product has be delivered. A product that they had no idea when it would be delivered. I requested for a return shipping label and ******* also refused. saying, I would be my responsible for shipping it back to the sender and when they received it. The cost that was used to ship the item to me would be deduct from my refund, which I argued against and requested I should get a full refund and be provided shipping label. Since this was no fault of mine and no real help is provided, ******* refused.The product didn't arrive until Thursday 1/19/23 almost 3 week laters and box damaged.I am requesting for a full refund and they can take their food back if they want.

  Business Response

  Date: 01/31/2023

  We have been in communication with this customer. 

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  PetRx has NOT be in communication with me to provide a return shipping label to send back their product and refund me back 100% of my money. It's been about a week or more now since I last reached out and they refused to take their product back and give me back my money.

  
  

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  Business Response

  Date: 02/09/2023

  We have communicated with this customer and resolved the matter.

  Customer Answer

  Date: 02/16/2023

  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.
  
  PetRX refund me back the money.  
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• Initial Complaint

  Date:01/12/2023

  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.

  I ordered a bag of Royal Canin Gastrointestional Lowfat food for my dog on January 3,2023 in which they debited my account the same day. I called customer service the next day only to find out the food was not in stock. i know Royal Canin has had shipping problems. I tried to cancel my order and was told that they could not cancel until they recieved a tracking number from Royal Canin warehouse. I checked my order status everyday and it said preparing for shipment. this has been going on since I called them on January 4th 2023.I had to go to Petsmart on January 9th to find my dog and alternative food she could eat because she is 16yrs old and cannot eat other food. I did find her food at petsmart which caused me to spend extra money. That same day I recieved an email saying her food had been shipped. I called customer service and tried to get the transaction number again and was told they did not have it. i called customer service this morning and talked to someone and was told that it was shipped on January 4th but they still cannot give me a tracking number. I don"t know what to believe at this point as I still have not recieved the food. I want a refund because I purchased a 17lb bag at Petsmart that cost me $99.00 and I do not need the bag from PetcareRx. my dog is a small dog and the 17lb bag will last her for months. I just want to be told the truth about my transaction . I keep getting the run around,

  Customer Answer

  Date: 01/14/2023

  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.
  
  I would like to thank you for helping me resolve this issue. The same day you sent me an email, later that day I received an email from Petcarerx saying my item was shipped and they included a tracking number. I have received the food today, January 14th 2023. 
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• Initial Complaint

  Date:11/15/2022

  Type:Product 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.

  I have a 16-year-old cat that has developed cancer. Unfortunately, my mother also has cancer and convalesces with the cat. I recently learned I have terminal ********** ******* ******. All of this led me to search for the best litter box solution for my other cats that would also be the least mess and difficulty for myself in my weakened state. I determined the Booda Dome box might fit the bill and I found ************* had the best price. I ordered 2. (Order Number: ******** / Order Date 9/22/22 / Ship Date: 9/26/22) Upon arrival, I attempted to put the dome lid on the litter box base and struggled for several minutes. The domed lids did not fit securely and it appears the lid would allow leaks due to this ill fit. On 9/28/22, per the instructions on your website: (*************************************************************** ) I sent the following email with no customer service response: "I have attached the order information below. Unfortunately, I need to return this order because the litter box lid does not fit well and it would be too challenging to wrangle with on a regular basis. Thank you in advance for your assistance in processing this return." I later had a poor customer service experience when I called to inform the company that I had never received an email response regarding my return request. I informed the representative, "I would like to return the boxes due to the ill-fitting dome lids." The rep stated "that is the first she had ever heard of that." I told the rep regardless, that was indeed the case." The rep stated "I could contact the manufacture and attempt to resolve the situation because your company does not provide return labels." I stated that the product was defective and I purchased the product from your company." The rep stated your company wouldn't not provide a return label because your company wasn't involved in the design of the product." On 11-10-22, I sent the *** an email with no response.

  Business Response

  Date: 11/18/2022

  .We have attempted to contact this customer twice and left a voicemail.  As we have not heard back we are closing this case.  For further assistance she may contact us at ************We have attempted to contact this customer twice and left a voicemail.  As we have not heard back we are closing this case.  For further assistance she may contact us at ************

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I returned the company voicemail and was informed a mailing label would be emailed to me to return the product in question. As long as that occurs I will find that this resolution is satisfactory to me and the matter will then be resolved.

  
  Sincerely,
  
  ************* ***
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/31/2022

  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 September 08,2022 I was charged ****** for a membership to pet plus that two years earlier cost 53$. In 2020 the cost was *****. In 2021 the membership automatically renewed on my credit card without my being notified so I failed to notice that it had doubled to ******. But this year I did remember to look and the membership rate had raised to ******. Thats triple what it had originally been. I called customer service to complain. I was told that they had contracted with other venders to give customers discounts on things like travel and magazines. She said I had been notified ***************************************** my spam folder. I looked and there was no notification. I also always receive the emails about my orders in my inbox. I searched there as well. No notification. This is a pet supply/ pharmacy. Magazines and vacations have nothing to do with what they sell. To triple the membership cost with no notification is completely unethical. They agreed to refund half my payment but I would like the entire payment refunded. I also think it should be known what they are doing so others arent scammed like this

  Business Response

  Date: 11/18/2022

  We have attempted to contact this customer twice and left voicemails but have not heard back.  We are closing this case and she can give us a call back at ************  for further assistance in this matter. ************  f************  ************ We have attempted to contact this customer twice and left voicemails but have not heard back.  We are closing this case and she can give us a call back at ************

• Initial Complaint

  Date:10/26/2022

  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.

  There is a pending charge for membership renewal to my bank account - I never gave the company my bank account information, and the card I used when I was a customer has expired so I don't even know how they have that access. I emailed the company on June 25, 2022 requesting they NOT auto-renew my membership, as the item I had joined in order to purchase was no longer available. They emailed back less than 10 minutes later saying I should set my account to "remind me" when renewal was 3 days away. Then, and only then, could I call to have the renewal canceled. I didn't receive any notice, I just happened to notice the pending renewal fee of $104.25 in my bank account summary. I emailed the company immediately, and almost 24 hours later there has been no reply. I have been on hold trying to reach a membership agent for 29 minutes now, after the initial answering agent said I would have to be transferred. I feel like I am being scammed.

  Business Response

  Date: 10/27/2022

  This case has already been settled.

• Initial Complaint

  Date:10/26/2022

  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.

  These people are straight thieves. They like to charge you for items, never ship them, and never give you your money back. I was waiting for a WEEK for my cat food to arrive when I receive an email that the food is out of stock and they will ship it whenever it is back in stop. EXCUSE ME? If the food is out of stock, you REFUND. Better yet, YOU DONT SELL PRODUCT YOU DO NOT HAVE. Especially as once something goes out of stock on this website, months will pass before it comes back in stock, if it ever does. I got a kitten 2 months ago - the kitten food he eats is still out of stock and has been for 2 months. So you think it's acceptable to just hold peoples money for product they never received and that you have no clue when you will be able to provide? What kind of theft!!!!Then, after I receive an email that the food is out of stock, I had to be the one to call and ask for it to be canceled and to receive my money back. I order a different bag of cat food. SIX DAYS pass by and no word on it shipping. I call and ask them to cancel the order and refund the money. They say they will. They respond again via email and say ***** canceled my order. The next day, I still have not received a cancelation notice, the order shows as in progress on my account, and my credit card has not been refunded. Come to find out, THE NEVER CANCELED THE ****** I called AGAIN and the agent said the order was never canceled and she will do so now. SO THEY WERE PLANNING, AGAIN, TO KEEP MY MONEY AND NOT GIVE IT BACK.This company is a ******* fraud. STAY FAR AWAY

  Business Response

  Date: 11/02/2022

  We have communicated with this customer and resolved this matter.

• Initial Complaint

  Date:10/10/2022

  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.

  They had an offer of 30% off. I missed the last one as it came one week after I had already purchased. Called the lady apologized said well I see your order you can use it next time, they come up occasionally. Tried today would not accept. I called. Girl stated oh those cannot be used on certain items. In a big banner on the ad it says 30% of sitewide, had no restrictions on the huge banner. Well they tell me that it says it at the very bottom in small print. Specifically said in small print. But does not specify which items so that makes it they can pick and choose what items. That is deceptive advertising. Baiting customers. You have to scroll way down to the very bottome to just see it. And since I complained they CHANGED the banner. Here is what it says at the bottom with a symbol indicating to me it would be on the product if it was not elgible, but it was not. Here is what it says at the very bottom: * RESTRICTIONS APPLY. SEE OUR DISCOUNT AND SHIPPING POLICY. PRODUCT IS NOT ELIGIBLE FOR ADDITIONAL DISCOUNTS DUE TO MAP (MINIMUM ADVERTISED PRICE) POLICIES WITH MANUFACTURERS. ONLINE-ONLY OFFER.Notice two cross like characters those are not on the product I wanted to order. Baiting people, very poor customer service. *** wanted to give me the run around. I offered a settlement they refused.

  Business Response

  Date: 10/11/2022

  We have communicated with ******************** on multiple occasions regarding this matter via email and phone.  He has also communicated with our call center manager on 10/7 explaining the discount policy and advertised banner.  During that call ******************** asked to be shown proof of the discount text and policy of which the call center manager showed him the details on the advertised banner and under the discount policy.  ******************** did see the details and then stated it was too small as well as emailed us stating the font was small but he did see it.  I have included the same proof on this response attached.  We cannot apply the discount as stated on the item he wants to purchase as that brand is restricted from any coupons as outlined on the site and on the discount banner.  However, the call center manager still offered to place the order and provide ******************** with our members only price to save approximately 11% from the retail price even though his membership was cancelled in September but *** ******* declined the offer. 

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  
  

  The business is flat out lying.  What they showed you is true but they did not show you the ENTIRE page.  Its long and there is a huge banner that says the discount is for anything on the site, no disclaimer at the top.  I NEVER saw it until they told me where it was and they SPECIFICALLY stated Oh its in small print at the very bottom.  So the business acknowledges its in small print at the very bottom.  Also they have numerous complaints for the same thing.  No one told me my membership was cancelled and I have been ordering from them for a long time now.   Not once unti I questioned this, then they stated oh your membership is cancelled.  They had a guy from there call me basically harrassing me giving me every excuse how they have to follow RX guidelines and this is NOT a prescription product.  This is deceptive advertisement.  Have them show you the entire page not just the bottom where it says discount is sitewide, as I said states no restrictions.  I offered them a one time offer to sell the 5 cases and the business take the loss on the amount off.  They claim that oh Science Diet will not let us do that.  The guy that called me harrassed me I have the phone logs said well tell me what is it that makes YOU deserve a discount?  So apparently customers must deserve a discount.  Their ad falls under the law of deceptive advertisement.  I do not agree nor is this a resolution.  They are aware and I just stated the resolution.  I will accept nothing else and I will keep my report accuate as it is.  Tell them to show you the ENTIRE ad not just the bottom, it prove they are 100% trying to now deceive the BBB....... I will find it but they should be the one to produce it instead of showing the very bottom of the ad with an arrow.  I find it funny they will lie to the BBB.  I will continue to post on their ******** account and every place I can rate them I have and continue to find more.  The more I read the more I see they do this all the time with their membership.  I am not even sure now if they charged me and were not supposed to.  They are forcing my hand to take this up further in a legal battle.  I told them I am trying to resolve this through BBB and if not I intend to take it even further, I think they believe I am bluffiing.  I need to know the name of the gentleman that called me harrassing me.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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• Initial Complaint

  Date:09/21/2022

  Type:Billing 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.

  ACTION REQUESTED: I request a refund of all annual fees from 2017 through 2022 = $473.55.BACKGROUND: I originally signed up for PetPlusRx in 2015 and enjoyed one year free membership. The first year with a fee was 2016 = $50.ISSUE #1: I was never notified of the increase of annual price (2017/18 = $53.50, 2019 = $69.55, 2020/21/22 = $99). The company never emailed an updated price AND I have never opted out of emails from them. My credit card on file with them expired in 2018 and yet they continue to charge my card.ISSUE #2: I cancelled this subscription in 2018 after moving overseas with the military and then seeing the charges on the credit card, yet the charges continue through to 2022. The only email I have received over the past years is one on Sep 21, 2020 from them inviting me back to their service...acknowledging that we were not a customer at that time yet they continued to charge us.ISSUE #3: Other than the 9/21/2020 email, I have ZERO emails from this company since we started with them in 2015. To me this shows intent to deceive and defraud.SUMMARY: I do feel I should be refunded since they never told me about the increase in price (like Amazon or ******* do). They also continued to charge me after I cancelled my membership.

  Customer Answer

  Date: 09/21/2022

  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.
  

  We have resolved the issue with PetCareRx. Our complaint ID #********.
  
  PetCareRx has agreed to refund the subscription costs for 2019-2022.
  
  Thank you so much for the help with this issue! We will work to do a better job monitoring our credit cards to find these issues earlier.
  
  Thanks again!
  ****
  

  
  

  
  
  
  
   
  
  

• Initial Complaint

  Date:09/16/2022

  Type:Billing 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.

  In May 2021 I renewed the Petcarerx membership for $50. In May of 2022 they automatically renewed the membership for $139 instead of the regular price of $100.After several attempts to resolve the matter I am seeking your assistance. The resolution I am seeking is to be charged the $100 for the membership not the $139 of which I did not authorize.

  Business Response

  Date: 09/23/2022

  We have been in contact with this customer and resolved this matter.

• Initial Complaint

  Date:09/09/2022

  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.

  This company has defrauded me for years, I never signed up for a subscription. I bought pet medication one time and that is it. They self enrolled me and I never signed up for this. They also havent sent me any notifications. Over three Hundred dollars they have stolen.

  Business Response

  Date: 09/15/2022

  On 6/17/17 Ms. ***************** placed an order online for pet medication and enrolled to our annual membership program which provides wholesale prices on everything sitewide and free shipping on all orders.  She contacted us on 9/8/22 and requested to cancel her membership which we did as well as refunded her already for the 2022 renewal charge.  We are unable to issue refunds for the membership for the prior years.  Our further terms and conditions can be found at the link below.

   

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

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I never enrolled in a subscription/membership . As you can see I placed no other orders after the first order because your prices were too high compared to competitors. Just admit yall are scammers. One order was placed and you do not tell your customers it auto enrolls you in a membership. You also never email them that the yearly membership is going to renew. I received 0 emails 

   

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  Business Response

  Date: 09/20/2022

  While enrolling online and placing your order it does state that pet plus is billed annually in your shopping cart.  Please see attached screenshot from our website.  Please note there was a second order also placed 7/2/18 where there was a 40% savings on that order as a member compared to retail price.  Again we can only refund a membership for the current year, we are unable to issue refunds for years prior.