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:06/03/2025

  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 five month old puppy had to have a feeding tube placed May 27, 2025 and was discharged May 28th. I placed an order for her tube feeding Royal Kanin Convalescence Liquid that very day as the hospital only had a couple of bottles to send home. I paid for expedited shipping, and it was to arrive May 30 2025 (a Friday). It did not arrive that day, or the next and still hasnt arrived.I even went to the ************ who called in the prescription and waited for two hours to talk to the vet to make sure it was called in. Not only was it called in, the doctor I spoke to heard her call it in. My card was charged for the amount including the expedited shipping.Even worse, it is now Monday after 3pm and I have already called them four times today and left a voice mail, and they STILL havent called me ******* is absurd that we have not only gone through all this and spent $4,000 for it to be all for naught. The ABSOLUTE WORSE is that they arent returning my calls.Anyone who cares about their animals is risking their lives and their money dealing with this seemingly incompetent, uncaring company. Youd be in a lot better shape not trusting them with your business to begin with.

  Business Response

  Date: 06/20/2025

  Were truly sorry to hear about the experience youve had and, more importantly, the difficult time you and your puppy are going through. We completely understand how critical timely access to prescribed nutrition is in this situation, and we regret any added stress caused by delays.
  
  
  To clarify, your order placed on May 28th was shipped using ***** Home Delivery, which is not classified as expedited shipping. While this service is generally faster in residential areas, delivery estimates are not guaranteed and can be impacted by factors such as stock availability, prescription processing time, and shipping delays through the carrier.
  
  
  Unfortunately, we did not receive the required prescription in a timely manner. According to our records, your vet called our retail store line on June 2nd, rather than the toll-free number listed on our website that is designated for prescriptions. This led to an unexpected delay in processing your order.
  
  
  We are a small, family-run business with a dedicated team of three managing all orders, calls, and emails. Mondays are especially busy, and while we do our best to respond to every voicemail promptly, were not always able to return calls the same day. This is why we encourage customers and veterinary offices to use the email contacts listed on our website, which we monitor closely during business hours.
  
  
  Please know we take customer care seriously and are deeply sorry for the frustration this has caused. We are actively reviewing how we can improve communication and response time, especially in urgent cases like yours.
  
  
  We genuinely care about the pets and people we serve, and we appreciate your feedback as it helps us continue to improve. If youd like to discuss your concerns further, wed be happy to connect directly.