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:09/06/2022

  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.

  My name is Mr. ************************ On 8/26/22, during a recorded phone conversation I had with ****** from PetCareRx, I made it clear that I was going to purchase these two items only if they were both available and shipped together. ****** assured me that was the case and my debit card was charged (D1-6). However, three days later on 8/29/22, I received an email from them stating that one of the items I bought was no longer available (D7). I immediately contacted their company via email instructing them to cancel all of my order and refund me in full (D8). I then did the same via a phone call. They refused. Their response claimed that the other item I paid for was already shipped and therefore they refused to cancel my order (D9 top). That was despite admitting that ****** assured me otherwise. Their lies continued the next day, 8/30/22 when they sent me an email stating that half of my order was shipped THAT DAY, not 8/29 (D10). I again responded via email letting them know that I would NOT be accepting any of their products upon delivery (D9 bottom). I then contacted my lawyer who instructed me to place this dispute. My attorney also told me to make clear that if my money isnt refunded in full, we will have no choice but to contact all applicable government agencies, social and news media outlets, and file a lawsuit for costs plus damages. I am disabled and some of the medical conditions the U.S. government placed me on SSDI benefits for in 2016 have been exacerbated because of this ordeal (D11). My doctors are willing to testify to that if necessary. Please make sure my money is refunded in full. Thank you.

  Business Response

  Date: 09/08/2022

  We have contacted the customer and resolved this matter. 

  Customer Answer

  Date: 09/08/2022

  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 have not yet received the refund promised to me. Only if and when that happens will I consider this matter resolved.
  

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

  
  
  
  
   
  

• Initial Complaint

  Date:08/31/2022

  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.

  I ordered prescription cat food on august 18th. Despite it being out of stock they took my money. I contacted them a week past the order because I received no tracking number and they said it had shipped. I contacted the distributor (royal canin) and confirmed it was out of stock. I was bounced back and forth between the two companies for over three hours over a period of three days. Now both are saying the other company needs to update their system in order to give me my money back. Its been two weeks and theyre holding my $191.52 despite never having had the product. Royal Canin even offered to issue petcarerx a credit so they could give me my money, but they refused. Now I spent the last of my money to get food elsewhere and I dont have enough for rent. They have yet to apologize. If anything theyve treated me as if Im being ****** dramatic, stupid, and annoying

  Business Response

  Date: 09/01/2022

  We have issued a full refund of $191.52 on 8/30.  Please allow up to a week or so for the funds to reflect on the account. 

• Initial Complaint

  Date:08/25/2022

  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.

  I have 3 prescriptions for my one dog, two were filled at one time and the third on a separate date. I was almost sure I did not pick auto ship for the 2 meds since we were going to seek another vet and those may change. I received an email at 5:20 a.m. today that our prescriptions were approved( this is second time order). At 8:48 a.m. received email that prescriptions were shipped. I was not in position to have $76.00 out of my account so that is another reason I would have put as 1 time delivery for the two expensive scripts. I believe they should give at least 1 week or 3 day notice when they are shipping scripts as things change, such as the pup may have expired. They do no advanced notice so that a customer can not cancel the order and still be stuck with the bill. Very poor practice.

  Business Response

  Date: 08/30/2022

  We have contacted this customer twice.  Once on 8/26 and again on 8/30 on the phone number and file and left a message to contact us back. 

• Initial Complaint

  Date:08/11/2022

  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.

  My vet wrote a prescription for urinary and Satiety(diet). I called Petcare RX and they stated that they need a prescription from the vet , I then gave them my vets name and telephone number . They called the vet and the vet told them what the scrip was and Petcare RX stated they do not have that ,they asked the vet for permission to send just an Urinary SO , the vet said no substitution but they sent the urinary only dog food anyway and charged me accordingly. I received the dog food and noticed the mistake before opening the bag , we called them that day and they stated that there are no returns on RX dogfood even if not opened I paid more than $58 for a 8# bag. I called the vet and confirmed that he said no substitutions to Petcare RX and would be willing to confirm. When we talked to them on 9 August 2022 they said they would have a supervisor call us. Today is 11 aug. 22 and still have not contacted us with a resolution They sent us a product for a prescription that we did not ask for and was not needed all I want is either the scripted dogfood or our money back,

  Business Response

  Date: 08/12/2022

  We have resolved this matter.