Business Response to a Complaint Complaint ID#: [redacted] Company Name: PetScriptions Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: The order placed on May 1st was not shipped as this is a prescription medication and the prescription never arrived in the mail; without a prescription due to federal law cannot release the medicationThe initial order that the client did not have an issue with with our company, her veterinarian's office was willing to work directly with us and provided a prescription approvalThe vet office has since changed their policy, instead of working directly with online pharmacies now requires their clients to pick up a written prescription and send to the pharmacy of their choosingIt is unfortunate but it does happen that prescriptions do get lost in the mail and it seems in this case the prescription indeed get lostAs for charging the credit card, we do place a pre-authorized hold on the accounts for the value of the orderOnce an order is cancelled, the authorization is reversed and the hold is droppedWhen a hold is placed on a debit card, rather than a credit card, it does look like a charge but is still pendingSince this order was cancelled, the authorization will reverse but this can take a few days to show on the statement or disappear; we do not actually charge until an order is shippedI don't think the customer care department was calling the client a liar as when we look in our system it does not show that the card has been chargedI want to apologize for the inconvenience and the hassle of attempting to get this order approvedIt is unfortunate that the vet's office will not work directly with us; when clients have to mail the original prescriptions it not only delays the approval of an order but also run into the issue of prescriptions getting lostAs a pharmacy we must abide to current laws and regulations and when a prescription is coming directly from a client we must receive the original prescription, copies are not acceptableUnfortunately as of 5/14/the prescription has still not arrived from the post office Sent on: 5/14/3:28:PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
PetScriptions
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff...
Member:
Response:
The order placed on May 1st was not shipped as this is a prescription medication and the prescription never arrived in the mail; without a prescription due to federal law cannot release the medication. The initial order that the client did not have an issue with with our company, her veterinarian's office was willing to work directly with us and provided a prescription approval. The vet office has since changed their policy, instead of working directly with online pharmacies now requires their clients to pick up a written prescription and send to the pharmacy of their choosing. It is unfortunate but it does happen that prescriptions do get lost in the mail and it seems in this case the prescription indeed get lost. As for charging the credit card, we do place a pre-authorized hold on the accounts for the value of the order. Once an order is cancelled, the authorization is reversed and the hold is dropped. When a hold is placed on a debit card, rather than a credit card, it does look like a charge but is still pending. Since this order was cancelled, the authorization will reverse but this can take a few days to show on the statement or disappear; we do not actually charge until an order is shipped. I don't think the customer care department was calling the client a liar as when we look in our system it does not show that the card has been charged. I want to apologize for the inconvenience and the hassle of attempting to get this order approved. It is unfortunate that the vet's office will not work directly with us; when clients have to mail the original prescriptions it not only delays the approval of an order but also run into the issue of prescriptions getting lost. As a pharmacy we must abide to current laws and regulations and when a prescription is coming directly from a client we must receive the original prescription, copies are not acceptable. Unfortunately as of 5/14/15 the prescription has still not arrived from the post office.
Sent on: 5/14/2015 3:28:26 PM
Business Response to a Complaint Complaint ID#: [redacted] Company Name: PetScriptions Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: The order placed on May 1st was not shipped as this is a prescription medication and the prescription never arrived in the mail; without a prescription due to federal law cannot release the medicationThe initial order that the client did not have an issue with with our company, her veterinarian's office was willing to work directly with us and provided a prescription approvalThe vet office has since changed their policy, instead of working directly with online pharmacies now requires their clients to pick up a written prescription and send to the pharmacy of their choosingIt is unfortunate but it does happen that prescriptions do get lost in the mail and it seems in this case the prescription indeed get lostAs for charging the credit card, we do place a pre-authorized hold on the accounts for the value of the orderOnce an order is cancelled, the authorization is reversed and the hold is droppedWhen a hold is placed on a debit card, rather than a credit card, it does look like a charge but is still pendingSince this order was cancelled, the authorization will reverse but this can take a few days to show on the statement or disappear; we do not actually charge until an order is shippedI don't think the customer care department was calling the client a liar as when we look in our system it does not show that the card has been chargedI want to apologize for the inconvenience and the hassle of attempting to get this order approvedIt is unfortunate that the vet's office will not work directly with us; when clients have to mail the original prescriptions it not only delays the approval of an order but also run into the issue of prescriptions getting lostAs a pharmacy we must abide to current laws and regulations and when a prescription is coming directly from a client we must receive the original prescription, copies are not acceptableUnfortunately as of 5/14/the prescription has still not arrived from the post office Sent on: 5/14/3:28:PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
PetScriptions
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff...
Member:
Response:
The order placed on May 1st was not shipped as this is a prescription medication and the prescription never arrived in the mail; without a prescription due to federal law cannot release the medication. The initial order that the client did not have an issue with with our company, her veterinarian's office was willing to work directly with us and provided a prescription approval. The vet office has since changed their policy, instead of working directly with online pharmacies now requires their clients to pick up a written prescription and send to the pharmacy of their choosing. It is unfortunate but it does happen that prescriptions do get lost in the mail and it seems in this case the prescription indeed get lost. As for charging the credit card, we do place a pre-authorized hold on the accounts for the value of the order. Once an order is cancelled, the authorization is reversed and the hold is dropped. When a hold is placed on a debit card, rather than a credit card, it does look like a charge but is still pending. Since this order was cancelled, the authorization will reverse but this can take a few days to show on the statement or disappear; we do not actually charge until an order is shipped. I don't think the customer care department was calling the client a liar as when we look in our system it does not show that the card has been charged. I want to apologize for the inconvenience and the hassle of attempting to get this order approved. It is unfortunate that the vet's office will not work directly with us; when clients have to mail the original prescriptions it not only delays the approval of an order but also run into the issue of prescriptions getting lost. As a pharmacy we must abide to current laws and regulations and when a prescription is coming directly from a client we must receive the original prescription, copies are not acceptable. Unfortunately as of 5/14/15 the prescription has still not arrived from the post office.
Sent on: 5/14/2015 3:28:26 PM