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:03/27/2025

  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.

  Doubled my ordered when I only needed one bag of food. I requested that it be cancelled and ******, customer service **** was very disrespectful and unprofessional. I had not received a confirmation of the order that I tried to place online, so I called customer service for assistance. The automated system placed the order again, so I asked for customer service. I was on the same call and did not call back in. ****** refused to cancel one of the 7 lb. bags of food. I have a 10 lb. Yorkie, and she cannot eat 2 bags of food prior to it getting old. I have been part of the auto ship program over a year. I needed to have food sent sooner than the auto ship date. I did not receive any emails of conformation of orders received until ***** mins after I called customer service. Both emails say orders created and they will email me when shipped which takes 3-5 business days. I am sure customer service could have stopped the second order placed by their system. I have not received emails saying the orders have been placed 3/25/2025. It is now 3/26/2025 @ 10:28am. They need to improve the system to alert the consumer if order received to avoid duplicate orders.

  Customer Answer

  Date: 03/28/2025

  I have resolved the complaint with VetSource and would like the complaint to be closed.

   

  Thank you,

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

• Initial Complaint

  Date:09/16/2024

  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.

  On 9/9, I requested a refill for my dog's flea, **************** medication. This company contracts with the vet clinic to fill and ship these medications. I get his medications wherever is most cost effective and convenient.I had already changed my address with *** and did not see a place on the refill request to confirm if shipping address was correct. But since VetSource receives all the information they need from the vet clinic, I felt confident the meds would be shipped to my new address. I cannot remember when I changed our address but I attached an invoice to this complaint from *** (for a different medication filled at the clinic) and it indicates address was correct as of 9/6.However when I received the shipping notification from VetSource, I was disappointed to see they shipped it to our old address, I called and tried to see if they could intercept the package or resend it to the correct address but all they would say is that they would request the vet clinic issue the refund.The following day the vet clinic notified me that the error is not their responsibility and referred me back to Vetsource. The clinic manager, ***, is aware of the flaw in how refills are ordered from Vetsource. They are aware that address changes made in the *** app arr not automatically carried over to the Vetsource system. So, I called Vetsource again today, 9/15, and was told they would only issue a 20% refund, which is unacceptable considering the error lies with their flawed ********* add insult to injury the woman I talked to on the phone ******** told me I "was confused by their system." If their customers are confused perhaps their system is the problem, not their customers.Because money is tight, I was unfortunately very emotional about this whole thing and did not respond well to her insulting **** feel bad about that now but I'm also out nearly $160 and now have to pay for another refill of my dog's medicine and soon because he'll run out in a couple weeks.

  

  Business Response

  Date: 10/14/2024

  We apologize for the frustrating situation. Unfortunately, it looks like the charge was disputed through your bank institution, and we are unable to offer any refund or replacement while there is a chargeback pending. If you would like to drop the dispute, we would be happy to provide a courtesy refund or replace the order.
  Please let us know if you'd like to do so at (877) 738-4443 or [email protected]. 
  Thank you,
  Vetsource

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22294734, and find that this resolution is satisfactory to me.

  I accept their offer to send a replacement order of my dog's medication, Simparica Trio, six month supply, to my correct address.

  The claim through my bank is now closed. My bank notified me that they will, once again, deduct the amount from my account a week from today, on 10/21/2024.

  So, as long as Vetsource can send the replacement medication to me, and it arrives by 11/1/2024, we can consider my dispute withdrawn.

  And that is what this has always been about: my dog Bruno and making sure his needs are met.
  
  
  
  Sincerely,
  
  
  
  Stephanie McCarty

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair 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 (**************************** in **********, **) recommended vetsource to fill my dogs prescription for flea, tick and heartworm prevention. The vet places the order with vetsource. I did not receive the delivery even though it said it was delivered. When I called vetsource, they told me the address it was delivered to and it was the wrong address. This was odd since the previous delivery was to the last address and I was not asked anywhere in this process to confirm the delivery address. I told them I waned a refund and they told me they would contact the vet and issue a refund. I spoke with my vet who admitted they put the wrong address in there and said they would call vetsource and get it refunded. My dog's medication was late as a result of this. That was all the 27th. Vetsource emailed me a cancellation confirmation. Then today (July 2nd) vetsource emailed me and said they could not get ahold of the vet and therefore would not refund me. I called their number and their bot hung up on me when I asked to speak to a representative. I have emailed them and am waiting on a response.

• Initial Complaint

  Date:06/25/2024

  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 prescription through my vet for my cat for Mirataz and received the product. When I opened the tube of medicine (.5 g) it was filled with "air" and only had about a 1/4 of the medicine in it. On 6/24/24 I contacted Vet Source and they had a pharmacist call me and she stated she couldn't do anything for me I had to call the manufacturer. I called Dechra the manufacturer and they stated it was a bigger tube but had the same medicine, this is a lie, I just picked up another tube from my vet and it is the same size tube and is full of medicine. Neither company Vet Source or Dechra will take responsibility for cheating their customers out of product.

  

  Business Response

  Date: 06/28/2024

  We apologize for the frustration. With prescription items, there are federal regulations that must be followed; for product quality issues, we have a form that needs to be filled out to document the issue correctly. The pharmacist you spoke with attempted to transfer you to the person who would have provided that form but the call was disconnected before they could do so. Our team did send you an email with a link to the form to start the process. Since the manufacturer isn't covering the complaint, we went ahead and processed the refund to your card. 
  
  Please do check your email and fill out the form if you haven't already, and let us know if there's anything else you need. Thank you.

  Customer Answer

  Date: 07/01/2024

   
  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:05/06/2024

  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.

  I canceled my auto-ships through this company and they charged my card and shipped the product anyway without notification or confirmation, refused to cancel the transaction and would not issue a refund. The charge had not actually gone through at the time I requested cancellation and instead of Simply canceling it, they pushed the charge through despite my objections. Then they stated that they had not shipped the product yet, and claimed there was simply no way to cancel it even though it had not shipped.0

  

  Business Response

  Date: 06/12/2024

  We're sorry for the frustration. Our records show that AutoShip orders #******** and #******** were canceled after the orders had already been submitted. (There was another AutoShip order canceled a few weeks prior, but these two were not canceled.)
  
  During a live chat session on May 6, the representative did attempt to cancel the orders but they were too far into the shipping process. Our representative's offer to reach out to their veterinary clinic to see what their policies are on refunds was declined. When you called and spoke with support, we again asked if we could reach out to the veterinary clinic and this was declined again. 
  
  We understand situations like this can be frustrating, but as previously explained, federal guidelines prohibit us from accepting returns or providing refunds for dispensed prescription medications, even if they are unopened. If you'd like us to open a case with your veterinarian to see if a refund through them is still possible, please contact us at ***************************************************** or **************. 

• Initial Complaint

  Date:04/12/2024

  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.

  Here's a high level timeline of events:Feb 13 - Called VetSource and were incorrectly advised to order NexGard for our pet's infection by a representative who assured us "she used to work in a vet's office", Feb 14 - Having doubts, we called back the next day to confirm NexGard is really the right medication and a different representative said it was NOT and to go with Albon Suspension instead. We were also told they couldn't cancel the incorrect medication, nor let us return the item, nor refund our money.We relied on VetSource's expertise, got bad advice, and are left footing the bill for what was clearly and plainly their mistake, not ours. The right thing to do would be to refund our money. We'd be more than happy to ship the unneeded product back as well.Google tells me there ARE different types of NexGard, some of which treat more than flea and ticks such as heartworm. This is purely conjecture on our part, but I suspect this may be where a well-meaning, but overzealous VetSource phone representative thought she knew more than she did and instructed us to order something we did not need.

  

  Business Response

  Date: 04/15/2024

  Thank you for taking the time to let us know about this issue; we apologize for the frustration. Our customer service team has reached out and confirmed that once the card dispute is removed, we will issue a refund.

  Additionally, we are reviewing the protocols for our customer service team to make sure we're sharing safe and accurate information and advising pet owners to consult with their veterinarian as appropriate. Please feel free to reach out to us with any further needs at ************** or *****************************************************, Monday Friday 5 a.m. 5 p.m. PT and Saturday 7 a.m. 1 p.m. PT.

  Customer Answer

  Date: 04/18/2024

   
  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.

  VetSource people were very friendly and helpful, we just ran into someone who unfortunately thought she knew more than she did.  THANK YOU for making things right/
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/08/2024

  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.

  An auto ship order that was paid for on 2/21/2024 and was shipped never arrived. Tracking shows it sitting in ************ somewhere. Order Number: ******** Tracking Number: 1Z1E06V10384128701 ************ Zero response from vet source. Emailed them. Tried calling. Nothing. Need complete refund as company appears to be a sham

  

  Business Response

  Date: 04/03/2024

  Our records indicate that we were in contact with the complainant on 3/11/2024 and we apologized and issued a refund at that time, so this matter should be resolved. 

  Customer Answer

  Date: 04/03/2024

   
  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.  Without the BBB no response from the business seems to be the norm.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/05/2024

  Type:Delivery 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 a 3 month supply of flea medications for each of my two cats on 10/7/23. I had just adopted a new kitten and my vet recommended I give my new kitten and my preexisting kitten flea meds for 3 months to prevent the new cat from sharing any fleas he might have brought with him from the shelter. My cats are indoor only and will not requirement flea meds beyond this introductory period. So, when I placed the order on Vetsource for my pet meds, I specifically declined the recurring/ autoship option and selected the one-time order of a 3 month supply ($174.41). I received the 3 month supply. I then got an email at 2:47 AM on 1/5/24 confirming a new order of flea meds for one of my cats, in the amount of $92.33. They were going to charge my credit card from my previous order without my permission. When I called to cancel, the rep said my account was on auto-renewal for the flea meds. I asked them to cancel the order AND delete my credit card on file. But I can see online that other people have complained about Vetsource altering their orders in this same way and Im concerned Ill have to keep monitoring my emails for new orders I never placed.

  

  Business Response

  Date: 04/03/2024

  We apologize for the confusion and frustration. Our records show that we have no current autoship orders and no credit card information on file for you. You can always reach our customer support for this or other questions at ************** or *****************************************************.

• Initial Complaint

  Date:12/25/2023

  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.

  My dog was put on a new medication and this company's website had her old one on my profile that could not be removed on my end. I set up for their autoship program to autoship her new medications only. I get an email at 4 something in the morning so many weeks later saying thank you for your order and it was for her old medication that cost ******. I immediately called up the company once I was even awake to inform them that my dog is not on this medication and this order needs to be canceled. The woman I spoke with said it was already being processed and I can't cancel it. I would have to handle that through the vet. She asked if I had gotten an email saying that the order was about to go through and I originally said no. I looked through and saw that I did get it but the email was overlooked due to the amount of advertisements they send out. So I contact the vet and because the vet no longer keeps this drug in their clinic, they won't refund me or let me trade. This company has refused to take the unwanted medication back that has not even been opened and only gave a 50% refund. This is unacceptable! I called to cancel before they even shipped it out and now I've lost ***** for something that will not even get used! I want a full refund, not just a 50% refund! I can still return the stupid medication if they want it because it's still sealed in the original shipping envelope.

  

  Business Response

  Date: 12/27/2023

  We're sorry for the frustration. Federal law prohibits us from accepting returns on prescription items, even when the package is unopened, as explained in calls with ***************************** on November 28th and December 20th. Additionally, refunds are at the discretion of the veterinary hospital the item was ordered through, which was declined in this case. Vetsource did offer a 50% refund, as a courtesy, which was initially declined by ****************** in the November 28th call but was later accepted and processed on December 20th. We understand this kind of situation can be frustrating and recommend pet owners always check their email for updates about their AutoShip orders and log in to their account or contact us to cancel or update these recurring shipments before they're processed.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21054131
  
  I am rejecting this response because:
  I did in fact call the business before the drug left your facilities and the customer service representative did not cancel my order, but told me it was too late. To say I can simply call to cancel is false. I also did not set up that drug for auto ship! That must have been a flaw in your programming code. I set it up for the two drugs she was actually using to autoship. Why did it select the Simparica Trio as well? This is unsatisfactory and I will be sure this is reflected with the Better Business Bureau if you refuse to fully refund. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/03/2024

  We apologize for the frustration regarding this situation. We did send email notifications about the autoship and advise pet owners to check for email updates regarding orders. Due to federal law, we are unable to take returns on medications, and we did issue a 50% refund for the inconvenience, as agreed to by the customer in a phone call on December 20, 2024.

• Initial Complaint

  Date:11/07/2023

  Type:Delivery 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 a bag of prescription dog food from this company and paid them $86.68 on 23 October, 2023. The package got lost in the mail ***** so I wrote to the company twice to be reimbursed but have not heard back. Meanwhile, I see that they filed a claim with *** and received compensation for the lost package. Id like to be compensated for my lost purchase.

  

  Business Response

  Date: 12/05/2023

  We apologize for any frustration. Our records show that we received an email from you on Saturday, November 4 in the evening and responded on Tuesday, November 7. We refunded the order in full and responded to the email. Please contact us at ************** or ***************************************************** if you have any further issues and we'll do our best to help.