Complaints
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 2 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:09/05/2022
Type: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.
In June 2022, I received an email offer from Vetsource. It offered a $10. Discount to be applied to a pet product order in celebration of my dogs birthday. On June 8th I placed an order for dog treats and applied my discount coupon. My order number was ********. I did not receive my order so I contacted Vestsource on July 13,2022. The representative could not figure out why my product had not shipped so she cancelled the order and placed a new one, again applying my $10 discount. This order number is ********. It is now Sept 5th and I have still not received the product I ordered. I have contacted Vetsource numerous times utilizing email, their contact us, chat and phone in unsuccessful attempts to have my order filled. I see they have many BBB complaints and apparently filing a complaint is the only way to have ones issue resolved. The product I am attempting to receive is **************** ****** Dried Raw Wild Weenies Grain Free Dog Treats. As numerous stores carry this product it is obviously not a supply chain issue.
Business Response
Date: 09/06/2022
We sincerely apologize for the frustration. There is a technical issue with the warehouse sometimes not receiving our orders, and our IT team is attempting to resolve the issue. Our records show that your order was cancelled, but please let us know if there is anything else we can do to help resolve the issue, at ************** or *****************************************************.Customer Answer
Date: 09/06/2022
Complaint: 17921218
I am rejecting this response because:I did not cancel the order and I DO want the product delivered to me under the original terms. VetSource cancelled the order in their attempt to have the product delivered by initiating a new order. If the Vetsource person responding to my complaint had thoroughly reviewed the attachments, they would have seen that only the first order was cancelled and the replacement order was created in the same day. TO BE CLEAR - I DO WANT THE ORDERED DELIVERED TO ME UNDER THE ORIGINAL PURCHASE TERMS.
Sincerely,
*************************************Business Response
Date: 11/11/2022
Tracking shows order was delivered 9/22 and ****** in OMNI/Platform refunded the order in full on 9/20. It looks like this was filed on 9/5 before all of that occurred?
Shipment tracking shows the order was delivered on September 22, 2022. Additionally, we refunded the order in full on September 20, 2022.
Business Response
Date: 11/11/2022
We apologize for the frustration. We have alerted our customer service team and a supervisor will follow up with you ASAP to get this situation resolved.Customer Answer
Date: 11/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. It has taken over 3.5 months and numerous emails, calls and chats but yes, FINALLY the product was delivered. While I cannot say this has been satisfactory to me - it has involved WAY too much time and effort, I have received the product and now consider the matter closed. I appreciate the BBB for providing this platform to help resolve complaints.
Sincerely,
*************************************Initial Complaint
Date:08/08/2022
Type: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 6/8/21 I saw a transaction of $224.57 on my Chase business credit card from VETSOURCE. I do not know VETSOURCE, I have not purchased from them, nor do I have a pet. I continued to see charges of $232.33 for seven more times (7/20/21, 8/8/21, 10/9/21, 11/4/21, 12/16/21, 1/7/22, 2/4/22). I reported the fraud to Chase and I received a credit for each of these charges. I cancelled this credit card in February 2022 and received a replacement card. I actually called VETSOURCE in July ****************************************************************** their records.On 5/26/22 all eight of these charges re-appeared at once ON MY NEW CARD, totaling $1,850.88. I am dealing with ********** on these fraudulent charges but am dismayed that VETSOURCE has been able to continually and arbitrarily charge my original AND replacement card. They need to lose my information and it would be helpful for me to know how they got my secure information and why they unilaterally decided to charge me and for what merchandise exactly.Business Response
Date: 08/09/2022
We're sorry for this experience. We take credit card fraud seriously and comply with all PCI DSS compliance regulations. Because these are fraudulent transactions, we cannot look them up based on name or address, and we would need the last 4 digits of the card (or cards) where the charges appeared to find the transactions. If your bank needs this information, please contact us with this information and we will do our best to assist you and resolve the matter however we can.Initial Complaint
Date:08/05/2022
Type: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 purchased medicine for my pet on July 25th 2022. They charged the wrong credit card. They have both my husband and my credit card on file. They charged my credit card when I specifically told them to charge my husband's. They said they would issue a refund to my credit card and I have not received it yet. I have checked with my bank I have called them several times and they sent me a receipt that says void on it but I have not received my refund of $30.13Business Response
Date: 08/09/2022
We're sorry for the frustration. Our records show that we issued a refund on 7/26/2022 (refund receipt attached), the day after the card was charged. It can take several business days for banks to process refunds. Once the refund has processed on our end, you will need to speak with your bank regarding any delays or issues. We hope this resolves the issue.Customer Answer
Date: 08/09/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
********** *****Business Response
Date: 12/02/2022
We're sorry to hear this isn't resolved. A supervisor called Ms. ***** today to confirm that she had still not been refunded, despite our records showing the refund (please see earlier attachment of the transaction receipt). Ms. ***** stated that the transaction was void and no longer on her bank statement. Ms. ***** then stated that she no longer wanted the refund but to send her the product. The supervisor reviewed the order showing that it was not cancelled and that the order was received. The supervisor attempted to confirm that this means the issue is resolved, but Ms. ***** hung up on her.
If there is anything else we can do to help resolve this issue, please let us know.Customer Answer
Date: 12/08/2022
Complaint: ********
I am rejecting this response because: I was supposed to receive the product and get a refund
Sincerely,
********** *****
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