Complaint: ***I am rejecting this response because: I do NOT live in an area that experiences extreme cold or hot temperatures so I did not need overnight shippingThe only reason the medication was rendered defective was because the sender chose to ship the medication in a plastic sealed
container that increased the temperature to EXTREME heatThey chose this inappropriate shipping method and therefore I received a defective product that I cannot use. I understand that I cannot return the medication back to them because of FDA regulations but that does not mean that I cannot receive a refund from themThey are solely responsible to make sure I receive the product in adequate manner and they failed in that regardSo now I am out $and I don't have the medication I needed because I cannot use it.Sincerely,Catherine Millot
Initial Business Response /* (1000, 7, 2015/10/16) */
http://www.californiapetpharmacy.com/returns.html
Initial Consumer Rebuttal /* (3000, 11, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from CPPI don't know why
the original package was not deliverableI have provided my correct addressUntil now CPP demanded for me to pay for reshipping if I still wanted it deliveredThe only concession is that now they are willing to pay for the reshipping costsI cannot be sure that reshipped package will be deliveredFurthermore, a lot of time has passed *** I placed my order and I had to purchased the medication from another sourceI do not need this package any moreI would like to receive a refund from CPPAs a mail-order business, CPP should have adequate policies in place to deal with shipping issues
Final Business Response /* (4000, 13, 2015/11/07) */
In response to case # XXXXXXXX, our policy still stands, there are no returns or refunds on prescription items due to FDA regulationsThere are no exceptions because this is the law, as we must dispose of the medication if they are refused or returnedWe may reship your package at no additional charge once you verify the address you had entered is correct
Customer Service Rep
California Pet Pharmacy
"Healthy Pets are Happy Pets"
http://www.californiapetpharmacy.com
telXXX-XXX-XXXX
Final Consumer Response /* (4200, 15, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I indicated in my previous communications, I did not return the package to the CPPIt was the Post Office who was not able to deliver it and who returned it to the senderAs I originally provided my correct address to CPP, I cannot accept any responsibility for the failure of the Post Office to deliver it and for the returnThe item I ordered was a pet medication, which needed to be administered in a timely fashion to my petsAs the package did not arrive on time, I had to obtain the medication from another sourceTherefore, I do not wish CPP to reship the package to meI would like to receive a full refund
September 5, 2017To Whom it May Concern:In response to ID # ***, the client states that we sent his package to the wrong address that he has not lived at in the last yearsThe client placed the order on his own, we did not place the order for himThe IP address shows that the order was not
placed at our facilityWe have informed the client of this numerous times. The client has a total of orders with usIn those past orders, the client has always used a different addressWe’ve never had record of the address that the client claims that the order should have been sent to. The client had many chances to review the order to see that everything was inputted correctlyWhen the client was placing the order himself, before finalizing the order, the website brought him to a page where he was able to review his order before pressing “Place Order” and placing itThe client entered his email address into the order, thus providing us with another method of contactAfter placing the order, the client received an email confirmation, which allowed him to, once again, verify the information of the orderWhen the order was shipped, he received an email with the tracking numberThe client would have been able to track his order to see what address it was shipping toThere were three chances the client could have verified the information that he entered himselfIf anything was incorrect about his order, he could have contacted us before the order left our facility, and we would’ve been able to assist him. The client is asking for a full refund, but because the client placed the order himself we are unable to refund the clientThe medication has been delivered, therefore the service and item that the client paid for has been completedWe offered to help the client with placing a new order with the correct address, but he did not want to do this, so we are unable to proceedThe client also asks for an apology, however, CPP has not made an error, so we are not able to take responsibility or apologize for the error that was made on his end. Kind Regards,Customer ServiceCalifornia Pet Pharmacy***
Greetings,
We called USPS at *** and spoke with a representativeThey relayed to us that the determination was that this order was delivered and scanned at the client’s locationThe client was also made aware of this
Initial Business Response /* (1000, 6, 2015/05/22) */
We have spoken with the client regarding the order and from our knowledge have settled the situationWe did ship the client's order later than expected due to a back-order of the medication
Our general processing period is 24-business
hours after we receive authorization from the vet clinic and the selected shipping method (3-business days, 3-business days, or overnight) refers to the number of transit days after the order is shipped
On May 20, 2015, we called the client to inform her that due to her circumstances, we would be able to accept the package backWe informed her that as soon as the package was received back, we could refund her in full
The order was received back today and the client has also been refunded in full today
Initial Consumer Rebuttal /* (2000, 8, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: 1***
I am rejecting this response because information provided by California Pet Pharmacy is both inaccurate and unacceptable
They state they received authorization from my vet on 3/13/17, tried to charge my card, which was declined, and that I did not contact them until 3/15/It appears they are implying I was slow to respond and that contributed to the delayThe reason I did not contact them with new card information until 3/15/is because CPP did not notify me my card was declined until 7:43PM EST via emailI contacted them the next business day, 3/15/17, with new payment information, and was told over the phone the authorization was received and the product was ready to shipFunds were withdrawn from my bank account the next business day, 3/16/I have documentation proving this
They also state that the medication went out of stock on 3/20/17, the same day I emailed about the status of my orderI find this to be quite a coincidenceI also find it interesting that they took my payment two business days earlierIf a customer pays for a product before it goes out of stock, business sense says it should be delivered to the customerTheir “24-business hour processing period” is a vague statement considering my card was charged and I was told the product was ready to ship within this time frameThis appears to be an attempt to avoid responsibility on their end
Additionally, their response "While we do acknowledge we did not contact the client promptly, we are a growing online pharmacy and we fill hundreds of orders dailyWhen a highly demanded medication, such as Vetmedin, becomes limited in stock, we try our hardest to contact all clients within the processing period." is completely unacceptable and an insulting attempt to avoid responsibilityIf a pharmacy is unable to contact customers about medication vital to an animal’s health and survival, highly demanded or not, particularly after a customer has paid for the medication, perhaps they should not be in the pharmaceutical businessThis is the definition of their job
California Pet Pharmacy states “manufacture backorders are something we have no control over”This does not reflect my complaint and is a transparent diversion from the reality of their poor business conduct in this situationMy complaint is regarding their poor customer service, the fact that they neglected to stay in communication regarding medication for a life threatening condition, and their fraudulent business practice of taking payment and then telling a customer the product is no longer available, coincidentally the same day the customer requests information on the status of their order
In regards to their refusal to ship the product to me overnight after their error caused a delay that ultimately affected a sick animal, that is just poor customer serviceThey did not even apologize
The stress they have caused my family over this situation is cause for complaint on its ownMy dog has a life threatening condition, as do many animals CPP claims to serve, and providing poor and fraudulent customer service in such a situation is not only wrong, but extremely unfortunate because it ultimately adversely affects the sick animal community they claim to serveIn my opinion, CPP should not be in business if they can't handle the demands of their job
As for the refund they mention, because it has not yet posted in my account, I take this as an invitation to contact CPP to inquire about the status of this refund should it not appear within a reasonable amount of business days
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/29) */
We have resolved the dispute with the client, by issuing a $credit to their accountWe have updated the product information to prevent any further issues with this particular product
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
California Pet Pharmacy phoned me in response to my Revdex.com complaintAfter attempts to resolve on my own, it's disappointing my issue had to escalate to a Revdex.com filing in order to garner their serious attentionHowever, they ultimately credited my account in full for the amount in question and corrected the information on their website so others don't experience the same issueGlad to put this conflict to rest
Initial Business Response /* (1000, 7, 2015/08/28) */
Hello, thank you for contacting California Pet Pharmacy. In regards to case#XXXXXXXX I have further investigated your claim and apologize for the inconvenience you have experience using our company. We do strongly implement our Inclement Weather...
Policy that states: "If you live in a region that exhibits extreme hot or cold temperatures we recommend you choose the express overnight shipping method. California Pet Pharmacy is not responsible if the content(s) of your package undergo inclement weather as this is out of our control. It is the client's responsibility to consider current weather conditions when ordering medications." This policy is posted on our website under our "Shipping Information". I completely agree that freezer bubble wrap would be a great solution to this problem, but that additional packaging would increase shipping cost dramatically. Of course as you may have noticed, our pricing is very competitive compared to other Vet-Vipps accredited online pharmacy's and we do understand that several of our clients live on a fixed income. So with that said we do try our best to provide the lowest rates for shipping; trying to help our clients save wherever they can. In conclusion the only way to insure your package and avoid any other future mishaps is to pay out the cost for another form of shipment. Also per FDA regulations we may not do returns on perception items; this policy is also posted on our website. Again, we do apologize for the inconvenience this has caused you.
Kind Regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets are Happy Pets"
www.californiapetpharmacy.com
tel. XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate California Pet pharmacy responding, I feel that if they truly have their customers interest at heart, instead of directing them to a weather policy website, their reps could just inform them that through regular mail, the meds will most probably arrive hot and therefore unusable. If I had been informed of the options I could choose, I'm sure I would have opted for a viable one. How many customers are really going to go and read their lengthy policy. I'm sure their reps are acquainted with it and could take a minute to inform us.
Final Consumer Response /* (3000, 12, 2015/09/04) */
I previously thought I could have the meds delivered to my wife's place of employment, but she informed me that they are not allowed to do that. This wouldn't be an issue if Califormia Pet Pharmacy had been up front with me and informed me that in all probability the heart meds would be hot knowing I lived in the [redacted] area. I would gladly had informed the rep that the temperature was at 110 degrees. She, instead, said I should have read their weather policy.I would have opted not to buy the meds until the temperature here had dropped considerably. I know that making a sale is important to them, but losing a customer is not. I strongly feel that Pet's management should direct their reps to practice transparency by informing their customers that the meds will be rendered useless if they arrive in the hot mail box during extremely hot days. I had just ordered some cupcakes from New York and they arrived cool because they were wrapped in frozen bubble wrap. I would probably opted to do the same for the meds, but I was never give that choice.
Initial Business Response /* (1000, 5, 2015/12/22) */
We have tried contacting the client in regards to their order. We would like to resolve the issue by crediting the client the .85 cents for postage and provide the client with free priority shipping on the following order. Once we have the...
client contact us with payment information we will be more than happy to issue a credit.
Kind Regards,
Customer Service Department
California Pet Pharmacy
"Healthy Pets Are Happy Pets!"
www.californiapetpharmacy.com
tel. XXX-XXX-XXXX
Complaint Response Date bumped because: Holiday
Complaint: [redacted]I am rejecting this response because: I was not harrassing them, I was being proactive and following up on an important medication that was needed to treat my pet. They cancelled and refunded my order delaying treatment for my animal because they were upset about me posting negative feedback. If I had let them handle it it probably would've been weeks before receiving the medication. I was trying to make sure my pets medication would go out as soon as possible. I was not rude, I was factual in my calls to reps, and also in my reviews. I did not post profanity. My feedback was word for word what occurred and what I had experienced. They are assuming that I could've gotten this medication locally. No. My vet couldn't order it in their portal, it wasnt stock, I called over 5 local pharmacies and had to go the online route which, I was already anticipating a delay with shipping which is why I paid extra for shipping. They weren't empathetic. They were rude hust like in this reply saying that it's not dog toys it's meds. Exactly. Isn't a medication for treatment more important? They didn't like the negative feedback and me sharing it with buyers that should beware so they took it out on my animal and cancelled my order and delayed medical treatment for my animal because of negative feedback which is unethical. I didn't hang up on anyone, I answered their questions, I made the calls back and fourth. The customer did all the work beteeen the pharmacy and the vet. That's not right. My vet has even mentioned how unsatisfactory this pharmacy is. I surely can't be the only one with a rating of an F with the Revdex.com.Sincerely,[redacted]
August 2, 2017To Whom it May Concern:In response to ID number [redacted], the client can say all she wants in what she thinks she was doing but that doesn’t change how the company was harassed and attacked. This is why we could not dispense medication to her. We did not want to continue this relationship with Mrs. [redacted] since she harassed and attacked us. Mrs. [redacted] did NOT post any profanity or use it in her conversations with our representatives. We never accused her of that. However, she did give our CSRs attitude and you can see from her review of us, she was unhappy because we processed her Rx order in 24 hours, even though it was in our time frame. Additionally, her husband was the one who used profanity and left a voice message with profane and foul language. Once again, Mrs. [redacted] can say all she wants in how she doesn’t think she was rude to our representatives, but that doesn’t change the fact that our representatives were disrespected by her rude demeanor and harsh tone. All we wanted was clarification.Pet medication is more important for a pet to have than a pet toy. Because of this, we cannot simply put medication in a box and ship it out. There is a protocol that has to be followed to process a prescription medication. This is why we have a processing period of 24-72 business hours. Even with this processing period, we were ready to ship out Mrs. [redacted]’s medication on July 20, 2017, one day after her order was placed. We were able to ship out Mrs. [redacted]’s medication as soon as possible had it not been for her attacks toward us. Since we had her medication ready to ship in 24 hours, why does Mrs. [redacted] have so much hostility towards us? There was never a time that we mentioned we were “upset about [Mrs. [redacted]] posting negative feedback.” Mrs. [redacted] can reread our first response; we JUST asked for clarification if she still wanted her order. We never asked her to take down her review, we were polite and accommodating towards Mrs. [redacted], and again were ready to ship her order within 24 hours of when it was placed. All we wanted was clarification since she references another company to purchase medications from. Immediately after confirming she still wanted the order, she called us “laughable.” As a responsible company, we were doing what was needed to complete Mrs. [redacted]’s order, but were laughed at and harassed for it.We cancelled and refunded Mrs. [redacted]’s order because we felt harassed even though we were processing her order correctly. We were not doing anything incorrectly in processing her order. It is obvious to us Mrs. [redacted] feels one way and we feel another way. We respect her feelings but we do not have to agree with them. We respectfully wish her the best.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com[redacted]
Initial Business Response /* (1000, 5, 2015/05/18) */
As an online pharmacy, there are plenty of third party websites that advertise our prices. We have no control over whether these third party websites have the correct updated pricing. Our policy is to abide by the price advertised on our...
website.
Please see the prices advertised directly on our website:
http://www.[redacted]
We apologize if the client feels that her needs were not being met and would be happy to review the advertisement that the client has.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I was not aware of the pharmacy I chose...I called my Vet to see if ANY PHARMACY had called them...My VET CLEARLY STATED THAT NO PHARMACY HAD CONTACTED THEM. I can provide proof of this. I know when I placed the order because it was the same day as my VET APPOINTMENT. What I didn't have is the information from the pharmacy I chose. If this pharmacy would have SENT ME ANY COMMUNICATION, I would have known this information.
Sincerely,
[redacted]
ID: [redacted] February 28, 2017 To Whom it May Concern: In response to ID number [redacted], since the client informed us that she has not received the package even though the tracking is marked delivered, we have filed a case with USPS and they will set up an investigation. A USPS representative will be contacting the client within the next 24-72 business hours with more information. Since the order was never cancelled, it was still pending so we continued with the order. After receiving the authorization from the veterinarian, we charged the client, filled and shipped the medication. The client attached our FAQ that mentions how clients will “receive the product in 24-72 business hours.” We were not able to open the attachment but no where on our FAQs page does it say clients would “receive the product in 24-72 business hours.” The only question in our FAQs page that the client may be referring to is FAQ #3: “How quickly will my order ship from your facility?” with the answer “...Rx orders generally ship 24 - 72 business hours after we receive the authorization for the Rx item(s).” The order was authorized on February 21, 2017 (Tuesday) and shipped within 24-72 business hours on February 22, 2017 (Wednesday). This processing period is advertised on our website and is also attached. The order was processed and shipped within the time frame. The client also states that she did not remember the name of the pharmacy that she ordered from and yet in her first response she specifically states the day she placed the order and how she called her vet’s office to ask if we had contacted them, showing us she is aware of which pharmacy she had purchased from. We cannot be held reliable to how the client “assumed whomever [she] ordered it through, the website didn’t work and it didn’t go through.” The client also states that she “made an effort to cancel” the order but the only way an order is cancelled is if the client calls or emails us to cancel it. The client did not contact us to cancel the order, so the order was fulfilled and shipped. Kind Regards, Customer Service California Pet Pharmacy [redacted]
July 31, 2017To Whom it May Concern:In response to ID number [redacted], the customer was disrespectful to our staff and demanded that her order was to be sent out ASAP. She did not realize it takes a processing period of 24-72 business hours from when we receive the authorization from the vet....
This information is available for our clients who use our website. It is under “Shipping Info” in the top right corner.We are dispensing prescription medications not shipping pet toys, so we do need time to process the order. Moreover, she ordered 1 tablet which she could have easily obtained from her local veterinarian if she was in that big of a rush.As a new client who placed an order on our website, it would’ve benefited Mrs. [redacted] to take a look at the shipping information that was available on our website. The authorization was received on the the same day as the order was placed, July 19, 2017. Afterward, we started to process the order. Mrs. [redacted] called CPP shortly after the authorization was received from her vet and spoke to one of our representatives. The representative informed Mrs. [redacted] that the order would most likely go out on July 20, 2017, instead of July 19, 2017, due to the processing period. She was very rude and demeaning to our customer service representative (CSR) and hung up the phone.After this encounter with our CSR, Mrs. [redacted] posted a review on Google and Facebook which lead us to believe that she may not want us to ship her order anymore. Mrs. [redacted] advertised for everyone who read her review to go to 1-800-Pet-Meds, which made us think that she may want to use their pharmacy instead. With this sentence in her review, we did not want to make the mistake of sending out her medication if she actually did not want it. If this were to happen, it would’ve created a more difficult situation for Mrs. [redacted] and we did not want that to happen. On July 20, 2017, we gave Mrs. [redacted] a call to verify if she still wanted us to ship her package out. We left a voice message and she returned the call promptly, informing us that she did want the package to ship out.We were ready to have her order shipped out, and saw that Mrs. [redacted] updated her review and mocked our CSRs, calling us “laughable”. However, we did not agree with Mrs. [redacted]. All we were doing was communicating and asking her questions that were vital for her order since she uploaded a ambiguous review. At this point, due to Mrs. [redacted]’s behavior toward our CSRs and the company, we decided to refund her money and cancel the order.As a company, we felt that we were being attacked for verifying important information from Mrs. [redacted]. With each of her updated reviews, we felt as if Mrs. [redacted] was harassing the company. We didn’t know what else could have happened if we were to actually ship the order out. We made the decision to cancel the order and refund her immediately. We were not going to fulfill an order for a client who harassed and attacked us.On the evening of July 20, 2017, after we informed Mrs. [redacted] her order was cancelled, we received a call from Mrs. [redacted]’s husband. He left a voice message cursing (f[redacted] you, etc.) and using foul language, demanding for us to send the order out. We gave him a call back the next day (July 21, 2017) and left a message. Mrs. [redacted] called back shortly after and spoke to one of our representatives. She asked for information of the refund and explained to the representative what had happened with her order.To summarize, Mrs. [redacted] ordered her pet medication on July 19, 2017 and we had it ready to ship on July 20, 2017. We do not understand how she could have possibly been that upset to harass and attack us through social media, and have her husband call and curse at us, when all we’ve done was process her order to ship out within our time frame.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com[redacted]
ID: 1[redacted]
April 8, 2017
To Whom it May Concern:
In response to ID number [redacted] we apologize for the client feeling like we were blaming her for the delay, we were simply stating the facts of what occurred during her order. We did not mean for her to feel that way. We acknowledge the delay was on our end and agreed to fulfill the client’s desired settlement. She had originally asked for an apology and a refund of the shipping ($5.75). The refund of $5.75 has already been issued and will take 3-5 business days to post to the client’s account (depending on her bank). Once again, we apologize for any inconvenience we may have caused the client and hope that her and her pet are doing well.
Kind Regards,
Customer Service
California Pet Pharmacy
[redacted]
Initial Business Response /* (1000, 5, 2015/05/04) */
We shipped this client's order on April 19, 2015 via USPS First Class Mail (3-7 business days) as the client requested. The client contacted us on the 6th business day because there was no tracking update online. We informed the client that we...
would have to allow the full 7 business days before re-shipping the product.
We contacted the client on the 7th business day informing her that we would be re-shipping the order at no additional cost due to the delay on the USPS end. Unfortunately it is a rather common occurrence that the USPS will not scan packages in whose labels are created on a Sunday, leaving the package in transit but un-trackable.
The re-shipped package was delivered on 4/30/2015 and we confirmed with the client that when the original delayed package is received, to please write "return to sender" on the package to return it or if she would like to keep it, then we would just charge her for the additional product, not the shipping.
The original delayed package is currently out for delivery and we look forward to hearing back from the client in regard to whether she would like to keep the package or return it as the client has agreed to contact us once it is delivered.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let's clarify:
I called you. You merely returned my call because you recognized it was a necessity. You ignored my email. [redacted] is very sweet, but that is not the issue.
I was willing to go along with the terms you suggested in the hand written statement on my second order (the reshipment) which said I could either refuse shipment (which was not an option- it was left in mailbox while I was at work) OR I could keep it and pay for the product. BUT, as you can read below, that was not an option, either-
Regarding the original order:
I did get it in the mail, many days late, and it was the WRONG strength. You sent a 30mg box of 30 pills, not the 10mg as ordered by my pet's Doctor.
If you know ANYTHING about medicine, there are 6 basic rights when dealing with medication. You all TRIPLED the dosage ordered by the Doctor. The "Right Dose" requirement was NOT MET.
UNEXCUSABLE. DANGEROUS. IRRESPONSIBLE. NEGLIGENT.
Anipryl increases the concentration of dopamine, which is why it is so benefitial in the treatment/management of Canine Cognitive Dysfunction. It inhibits the destruction of dopamine- it is an irreversible inhibitor of monoamine oxidase!!!
The RECOMMENDED dose for canine cognitive dysfunction is 0.2-0.45mg/pound.
My dog weighs about 26 lbs.
That means the absolute maximum dose she could reasonably take within the recommendation is not more than 11.7mg.
(Because Wt * Dose= Desired amount)
[redacted]You nearly tripled that.[redacted]
Here is a quote from the manufacturer's website (Zoetis) "The recommended dosage for oral administration for the control of clinical signs associated with CDS is 0.5-1.0 mg/kg once daily..."
When you convert my dog's weight to Kg, she is 12.72kg. Thus, understanding the dose is rounded to the nearest full tablet, you still attempted to overdose my animal via negligence, even if we use the most extreme allowable mg dose per kg.
This medication is in the MAOi family, which means, an overdose can lead to VERY SERIOUS EMERGENCY COMPLICATIONS, including Adrenergic storm, excitement, irritability, nervousness, dizziness, severe headaches, hallucinations, weakness, insomnia, sweating (panting) and new onset seizures. In some cases, it can be FATAL.
I am extremely disappointed, and now I have a package that is USELESS to me, because you cannot split these pills into thirds, safely. Even with a pill cutter- I cannot get the correct dose safely estimated. So, thanks for nothing.
Send me a return label at your expense.
Refund my shipping fees. REFUND EVERYTHING BASED ON THE POOR PHARMACEUTICAL PRACTICES YOU FOLLOW. I do not beleive I should be responsible for a single cent. This was - as usual- your fault. I won't be held financially respoinsible for your mistake(S).
According to the Pharmacist Code of Ethics & Oath - Pharmacy Pledge & Sworn Statement, the fifth statement promises: A pharmacist maintains professional competence. I'd grade that a FAIL, for you.
I am not sure of the ISMP governs Pharmacies which deal in animal prescriptions, but rest assured, I will find out.
Now, please refund all of my money.
Thank you.
Final Business Response /* (4000, 9, 2015/05/12) */
We take full responsibility for shipping the incorrect milligram size in the original, delayed package. Please note that the client did receive the correct item on April 30, 2015 via expedited shipping at our expense. We have sent the client a return label for the package that was received on May 4, 2015 containing the incorrect medication strength. We have also credited the client the shipping fee that she paid.
However, because the client did receive the correct product, Anipryl 10mg, we will not be crediting back the charge for the item.
Final Consumer Response /* (4200, 11, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have escalated this issue to my credit card company.
Your "acceptance of responsibility" is not good enough.
We won't be doing business together, any more, and I want this med error on your license.
Complaint: ***I am rejecting this response because: I do NOT live in an area that experiences extreme cold or hot temperatures so I did not need overnight shippingThe only reason the medication was rendered defective was because the sender chose to ship the medication in a plastic sealed
container that increased the temperature to EXTREME heatThey chose this inappropriate shipping method and therefore I received a defective product that I cannot use. I understand that I cannot return the medication back to them because of FDA regulations but that does not mean that I cannot receive a refund from themThey are solely responsible to make sure I receive the product in adequate manner and they failed in that regardSo now I am out $and I don't have the medication I needed because I cannot use it.Sincerely,Catherine Millot
Initial Business Response /* (1000, 7, 2015/10/16) */
http://www.californiapetpharmacy.com/returns.html
Initial Consumer Rebuttal /* (3000, 11, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from CPPI don't know why
the original package was not deliverableI have provided my correct addressUntil now CPP demanded for me to pay for reshipping if I still wanted it deliveredThe only concession is that now they are willing to pay for the reshipping costsI cannot be sure that reshipped package will be deliveredFurthermore, a lot of time has passed *** I placed my order and I had to purchased the medication from another sourceI do not need this package any moreI would like to receive a refund from CPPAs a mail-order business, CPP should have adequate policies in place to deal with shipping issues
Final Business Response /* (4000, 13, 2015/11/07) */
In response to case # XXXXXXXX, our policy still stands, there are no returns or refunds on prescription items due to FDA regulationsThere are no exceptions because this is the law, as we must dispose of the medication if they are refused or returnedWe may reship your package at no additional charge once you verify the address you had entered is correct
Customer Service Rep
California Pet Pharmacy
"Healthy Pets are Happy Pets"
http://www.californiapetpharmacy.com
telXXX-XXX-XXXX
Final Consumer Response /* (4200, 15, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I indicated in my previous communications, I did not return the package to the CPPIt was the Post Office who was not able to deliver it and who returned it to the senderAs I originally provided my correct address to CPP, I cannot accept any responsibility for the failure of the Post Office to deliver it and for the returnThe item I ordered was a pet medication, which needed to be administered in a timely fashion to my petsAs the package did not arrive on time, I had to obtain the medication from another sourceTherefore, I do not wish CPP to reship the package to meI would like to receive a full refund
Please see attached business response
September 5, 2017To Whom it May Concern:In response to ID # ***, the client states that we sent his package to the wrong address that he has not lived at in the last yearsThe client placed the order on his own, we did not place the order for himThe IP address shows that the order was not
placed at our facilityWe have informed the client of this numerous times. The client has a total of orders with usIn those past orders, the client has always used a different addressWe’ve never had record of the address that the client claims that the order should have been sent to. The client had many chances to review the order to see that everything was inputted correctlyWhen the client was placing the order himself, before finalizing the order, the website brought him to a page where he was able to review his order before pressing “Place Order” and placing itThe client entered his email address into the order, thus providing us with another method of contactAfter placing the order, the client received an email confirmation, which allowed him to, once again, verify the information of the orderWhen the order was shipped, he received an email with the tracking numberThe client would have been able to track his order to see what address it was shipping toThere were three chances the client could have verified the information that he entered himselfIf anything was incorrect about his order, he could have contacted us before the order left our facility, and we would’ve been able to assist him. The client is asking for a full refund, but because the client placed the order himself we are unable to refund the clientThe medication has been delivered, therefore the service and item that the client paid for has been completedWe offered to help the client with placing a new order with the correct address, but he did not want to do this, so we are unable to proceedThe client also asks for an apology, however, CPP has not made an error, so we are not able to take responsibility or apologize for the error that was made on his end. Kind Regards,Customer ServiceCalifornia Pet Pharmacy***
Greetings,
We called USPS at *** and spoke with a representativeThey relayed to us that the determination was that this order was delivered and scanned at the client’s locationThe client was also made aware of this
Please see attached additional information from business
Initial Business Response /* (1000, 6, 2015/05/22) */
We have spoken with the client regarding the order and from our knowledge have settled the situationWe did ship the client's order later than expected due to a back-order of the medication
Our general processing period is 24-business
hours after we receive authorization from the vet clinic and the selected shipping method (3-business days, 3-business days, or overnight) refers to the number of transit days after the order is shipped
On May 20, 2015, we called the client to inform her that due to her circumstances, we would be able to accept the package backWe informed her that as soon as the package was received back, we could refund her in full
The order was received back today and the client has also been refunded in full today
Initial Consumer Rebuttal /* (2000, 8, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: 1***
I am rejecting this response because information provided by California Pet Pharmacy is both inaccurate and unacceptable
They state they received authorization from my vet on 3/13/17, tried to charge my card, which was declined, and that I did not contact them until 3/15/It appears they are implying I was slow to respond and that contributed to the delayThe reason I did not contact them with new card information until 3/15/is because CPP did not notify me my card was declined until 7:43PM EST via emailI contacted them the next business day, 3/15/17, with new payment information, and was told over the phone the authorization was received and the product was ready to shipFunds were withdrawn from my bank account the next business day, 3/16/I have documentation proving this
They also state that the medication went out of stock on 3/20/17, the same day I emailed about the status of my orderI find this to be quite a coincidenceI also find it interesting that they took my payment two business days earlierIf a customer pays for a product before it goes out of stock, business sense says it should be delivered to the customerTheir “24-business hour processing period” is a vague statement considering my card was charged and I was told the product was ready to ship within this time frameThis appears to be an attempt to avoid responsibility on their end
Additionally, their response "While we do acknowledge we did not contact the client promptly, we are a growing online pharmacy and we fill hundreds of orders dailyWhen a highly demanded medication, such as Vetmedin, becomes limited in stock, we try our hardest to contact all clients within the processing period." is completely unacceptable and an insulting attempt to avoid responsibilityIf a pharmacy is unable to contact customers about medication vital to an animal’s health and survival, highly demanded or not, particularly after a customer has paid for the medication, perhaps they should not be in the pharmaceutical businessThis is the definition of their job
California Pet Pharmacy states “manufacture backorders are something we have no control over”This does not reflect my complaint and is a transparent diversion from the reality of their poor business conduct in this situationMy complaint is regarding their poor customer service, the fact that they neglected to stay in communication regarding medication for a life threatening condition, and their fraudulent business practice of taking payment and then telling a customer the product is no longer available, coincidentally the same day the customer requests information on the status of their order
In regards to their refusal to ship the product to me overnight after their error caused a delay that ultimately affected a sick animal, that is just poor customer serviceThey did not even apologize
The stress they have caused my family over this situation is cause for complaint on its ownMy dog has a life threatening condition, as do many animals CPP claims to serve, and providing poor and fraudulent customer service in such a situation is not only wrong, but extremely unfortunate because it ultimately adversely affects the sick animal community they claim to serveIn my opinion, CPP should not be in business if they can't handle the demands of their job
As for the refund they mention, because it has not yet posted in my account, I take this as an invitation to contact CPP to inquire about the status of this refund should it not appear within a reasonable amount of business days
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/29) */
We have resolved the dispute with the client, by issuing a $credit to their accountWe have updated the product information to prevent any further issues with this particular product
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
California Pet Pharmacy phoned me in response to my Revdex.com complaintAfter attempts to resolve on my own, it's disappointing my issue had to escalate to a Revdex.com filing in order to garner their serious attentionHowever, they ultimately credited my account in full for the amount in question and corrected the information on their website so others don't experience the same issueGlad to put this conflict to rest
Initial Business Response /* (1000, 7, 2015/08/28) */
Hello, thank you for contacting California Pet Pharmacy. In regards to case#XXXXXXXX I have further investigated your claim and apologize for the inconvenience you have experience using our company. We do strongly implement our Inclement Weather...
Policy that states: "If you live in a region that exhibits extreme hot or cold temperatures we recommend you choose the express overnight shipping method. California Pet Pharmacy is not responsible if the content(s) of your package undergo inclement weather as this is out of our control. It is the client's responsibility to consider current weather conditions when ordering medications." This policy is posted on our website under our "Shipping Information". I completely agree that freezer bubble wrap would be a great solution to this problem, but that additional packaging would increase shipping cost dramatically. Of course as you may have noticed, our pricing is very competitive compared to other Vet-Vipps accredited online pharmacy's and we do understand that several of our clients live on a fixed income. So with that said we do try our best to provide the lowest rates for shipping; trying to help our clients save wherever they can. In conclusion the only way to insure your package and avoid any other future mishaps is to pay out the cost for another form of shipment. Also per FDA regulations we may not do returns on perception items; this policy is also posted on our website. Again, we do apologize for the inconvenience this has caused you.
Kind Regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets are Happy Pets"
www.californiapetpharmacy.com
tel. XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate California Pet pharmacy responding, I feel that if they truly have their customers interest at heart, instead of directing them to a weather policy website, their reps could just inform them that through regular mail, the meds will most probably arrive hot and therefore unusable. If I had been informed of the options I could choose, I'm sure I would have opted for a viable one. How many customers are really going to go and read their lengthy policy. I'm sure their reps are acquainted with it and could take a minute to inform us.
Final Consumer Response /* (3000, 12, 2015/09/04) */
I previously thought I could have the meds delivered to my wife's place of employment, but she informed me that they are not allowed to do that. This wouldn't be an issue if Califormia Pet Pharmacy had been up front with me and informed me that in all probability the heart meds would be hot knowing I lived in the [redacted] area. I would gladly had informed the rep that the temperature was at 110 degrees. She, instead, said I should have read their weather policy.I would have opted not to buy the meds until the temperature here had dropped considerably. I know that making a sale is important to them, but losing a customer is not. I strongly feel that Pet's management should direct their reps to practice transparency by informing their customers that the meds will be rendered useless if they arrive in the hot mail box during extremely hot days. I had just ordered some cupcakes from New York and they arrived cool because they were wrapped in frozen bubble wrap. I would probably opted to do the same for the meds, but I was never give that choice.
Initial Business Response /* (1000, 5, 2015/12/22) */
We have tried contacting the client in regards to their order. We would like to resolve the issue by crediting the client the .85 cents for postage and provide the client with free priority shipping on the following order. Once we have the...
client contact us with payment information we will be more than happy to issue a credit.
Kind Regards,
Customer Service Department
California Pet Pharmacy
"Healthy Pets Are Happy Pets!"
www.californiapetpharmacy.com
tel. XXX-XXX-XXXX
Complaint Response Date bumped because: Holiday
Complaint: [redacted]I am rejecting this response because: I was not harrassing them, I was being proactive and following up on an important medication that was needed to treat my pet. They cancelled and refunded my order delaying treatment for my animal because they were upset about me posting negative feedback. If I had let them handle it it probably would've been weeks before receiving the medication. I was trying to make sure my pets medication would go out as soon as possible. I was not rude, I was factual in my calls to reps, and also in my reviews. I did not post profanity. My feedback was word for word what occurred and what I had experienced. They are assuming that I could've gotten this medication locally. No. My vet couldn't order it in their portal, it wasnt stock, I called over 5 local pharmacies and had to go the online route which, I was already anticipating a delay with shipping which is why I paid extra for shipping. They weren't empathetic. They were rude hust like in this reply saying that it's not dog toys it's meds. Exactly. Isn't a medication for treatment more important? They didn't like the negative feedback and me sharing it with buyers that should beware so they took it out on my animal and cancelled my order and delayed medical treatment for my animal because of negative feedback which is unethical. I didn't hang up on anyone, I answered their questions, I made the calls back and fourth. The customer did all the work beteeen the pharmacy and the vet. That's not right. My vet has even mentioned how unsatisfactory this pharmacy is. I surely can't be the only one with a rating of an F with the Revdex.com.Sincerely,[redacted]
August 2, 2017To Whom it May Concern:In response to ID number [redacted], the client can say all she wants in what she thinks she was doing but that doesn’t change how the company was harassed and attacked. This is why we could not dispense medication to her. We did not want to continue this relationship with Mrs. [redacted] since she harassed and attacked us. Mrs. [redacted] did NOT post any profanity or use it in her conversations with our representatives. We never accused her of that. However, she did give our CSRs attitude and you can see from her review of us, she was unhappy because we processed her Rx order in 24 hours, even though it was in our time frame. Additionally, her husband was the one who used profanity and left a voice message with profane and foul language. Once again, Mrs. [redacted] can say all she wants in how she doesn’t think she was rude to our representatives, but that doesn’t change the fact that our representatives were disrespected by her rude demeanor and harsh tone. All we wanted was clarification.Pet medication is more important for a pet to have than a pet toy. Because of this, we cannot simply put medication in a box and ship it out. There is a protocol that has to be followed to process a prescription medication. This is why we have a processing period of 24-72 business hours. Even with this processing period, we were ready to ship out Mrs. [redacted]’s medication on July 20, 2017, one day after her order was placed. We were able to ship out Mrs. [redacted]’s medication as soon as possible had it not been for her attacks toward us. Since we had her medication ready to ship in 24 hours, why does Mrs. [redacted] have so much hostility towards us? There was never a time that we mentioned we were “upset about [Mrs. [redacted]] posting negative feedback.” Mrs. [redacted] can reread our first response; we JUST asked for clarification if she still wanted her order. We never asked her to take down her review, we were polite and accommodating towards Mrs. [redacted], and again were ready to ship her order within 24 hours of when it was placed. All we wanted was clarification since she references another company to purchase medications from. Immediately after confirming she still wanted the order, she called us “laughable.” As a responsible company, we were doing what was needed to complete Mrs. [redacted]’s order, but were laughed at and harassed for it.We cancelled and refunded Mrs. [redacted]’s order because we felt harassed even though we were processing her order correctly. We were not doing anything incorrectly in processing her order. It is obvious to us Mrs. [redacted] feels one way and we feel another way. We respect her feelings but we do not have to agree with them. We respectfully wish her the best.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com[redacted]
Initial Business Response /* (1000, 5, 2015/05/18) */
As an online pharmacy, there are plenty of third party websites that advertise our prices. We have no control over whether these third party websites have the correct updated pricing. Our policy is to abide by the price advertised on our...
website.
Please see the prices advertised directly on our website:
http://www.[redacted]
We apologize if the client feels that her needs were not being met and would be happy to review the advertisement that the client has.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I was not aware of the pharmacy I chose...I called my Vet to see if ANY PHARMACY had called them...My VET CLEARLY STATED THAT NO PHARMACY HAD CONTACTED THEM. I can provide proof of this. I know when I placed the order because it was the same day as my VET APPOINTMENT. What I didn't have is the information from the pharmacy I chose. If this pharmacy would have SENT ME ANY COMMUNICATION, I would have known this information.
Sincerely,
[redacted]
ID: [redacted] February 28, 2017 To Whom it May Concern: In response to ID number [redacted], since the client informed us that she has not received the package even though the tracking is marked delivered, we have filed a case with USPS and they will set up an investigation. A USPS representative will be contacting the client within the next 24-72 business hours with more information. Since the order was never cancelled, it was still pending so we continued with the order. After receiving the authorization from the veterinarian, we charged the client, filled and shipped the medication. The client attached our FAQ that mentions how clients will “receive the product in 24-72 business hours.” We were not able to open the attachment but no where on our FAQs page does it say clients would “receive the product in 24-72 business hours.” The only question in our FAQs page that the client may be referring to is FAQ #3: “How quickly will my order ship from your facility?” with the answer “...Rx orders generally ship 24 - 72 business hours after we receive the authorization for the Rx item(s).” The order was authorized on February 21, 2017 (Tuesday) and shipped within 24-72 business hours on February 22, 2017 (Wednesday). This processing period is advertised on our website and is also attached. The order was processed and shipped within the time frame. The client also states that she did not remember the name of the pharmacy that she ordered from and yet in her first response she specifically states the day she placed the order and how she called her vet’s office to ask if we had contacted them, showing us she is aware of which pharmacy she had purchased from. We cannot be held reliable to how the client “assumed whomever [she] ordered it through, the website didn’t work and it didn’t go through.” The client also states that she “made an effort to cancel” the order but the only way an order is cancelled is if the client calls or emails us to cancel it. The client did not contact us to cancel the order, so the order was fulfilled and shipped. Kind Regards, Customer Service California Pet Pharmacy [redacted]
July 31, 2017To Whom it May Concern:In response to ID number [redacted], the customer was disrespectful to our staff and demanded that her order was to be sent out ASAP. She did not realize it takes a processing period of 24-72 business hours from when we receive the authorization from the vet....
This information is available for our clients who use our website. It is under “Shipping Info” in the top right corner.We are dispensing prescription medications not shipping pet toys, so we do need time to process the order. Moreover, she ordered 1 tablet which she could have easily obtained from her local veterinarian if she was in that big of a rush.As a new client who placed an order on our website, it would’ve benefited Mrs. [redacted] to take a look at the shipping information that was available on our website. The authorization was received on the the same day as the order was placed, July 19, 2017. Afterward, we started to process the order. Mrs. [redacted] called CPP shortly after the authorization was received from her vet and spoke to one of our representatives. The representative informed Mrs. [redacted] that the order would most likely go out on July 20, 2017, instead of July 19, 2017, due to the processing period. She was very rude and demeaning to our customer service representative (CSR) and hung up the phone.After this encounter with our CSR, Mrs. [redacted] posted a review on Google and Facebook which lead us to believe that she may not want us to ship her order anymore. Mrs. [redacted] advertised for everyone who read her review to go to 1-800-Pet-Meds, which made us think that she may want to use their pharmacy instead. With this sentence in her review, we did not want to make the mistake of sending out her medication if she actually did not want it. If this were to happen, it would’ve created a more difficult situation for Mrs. [redacted] and we did not want that to happen. On July 20, 2017, we gave Mrs. [redacted] a call to verify if she still wanted us to ship her package out. We left a voice message and she returned the call promptly, informing us that she did want the package to ship out.We were ready to have her order shipped out, and saw that Mrs. [redacted] updated her review and mocked our CSRs, calling us “laughable”. However, we did not agree with Mrs. [redacted]. All we were doing was communicating and asking her questions that were vital for her order since she uploaded a ambiguous review. At this point, due to Mrs. [redacted]’s behavior toward our CSRs and the company, we decided to refund her money and cancel the order.As a company, we felt that we were being attacked for verifying important information from Mrs. [redacted]. With each of her updated reviews, we felt as if Mrs. [redacted] was harassing the company. We didn’t know what else could have happened if we were to actually ship the order out. We made the decision to cancel the order and refund her immediately. We were not going to fulfill an order for a client who harassed and attacked us.On the evening of July 20, 2017, after we informed Mrs. [redacted] her order was cancelled, we received a call from Mrs. [redacted]’s husband. He left a voice message cursing (f[redacted] you, etc.) and using foul language, demanding for us to send the order out. We gave him a call back the next day (July 21, 2017) and left a message. Mrs. [redacted] called back shortly after and spoke to one of our representatives. She asked for information of the refund and explained to the representative what had happened with her order.To summarize, Mrs. [redacted] ordered her pet medication on July 19, 2017 and we had it ready to ship on July 20, 2017. We do not understand how she could have possibly been that upset to harass and attack us through social media, and have her husband call and curse at us, when all we’ve done was process her order to ship out within our time frame.Kind Regards,Customer Service TeamCaliforniapetpharmacy.com[redacted]
ID: 1[redacted]
April 8, 2017
To Whom it May Concern:
In response to ID number [redacted] we apologize for the client feeling like we were blaming her for the delay, we were simply stating the facts of what occurred during her order. We did not mean for her to feel that way. We acknowledge the delay was on our end and agreed to fulfill the client’s desired settlement. She had originally asked for an apology and a refund of the shipping ($5.75). The refund of $5.75 has already been issued and will take 3-5 business days to post to the client’s account (depending on her bank). Once again, we apologize for any inconvenience we may have caused the client and hope that her and her pet are doing well.
Kind Regards,
Customer Service
California Pet Pharmacy
[redacted]
Initial Business Response /* (1000, 5, 2015/05/04) */
We shipped this client's order on April 19, 2015 via USPS First Class Mail (3-7 business days) as the client requested. The client contacted us on the 6th business day because there was no tracking update online. We informed the client that we...
would have to allow the full 7 business days before re-shipping the product.
We contacted the client on the 7th business day informing her that we would be re-shipping the order at no additional cost due to the delay on the USPS end. Unfortunately it is a rather common occurrence that the USPS will not scan packages in whose labels are created on a Sunday, leaving the package in transit but un-trackable.
The re-shipped package was delivered on 4/30/2015 and we confirmed with the client that when the original delayed package is received, to please write "return to sender" on the package to return it or if she would like to keep it, then we would just charge her for the additional product, not the shipping.
The original delayed package is currently out for delivery and we look forward to hearing back from the client in regard to whether she would like to keep the package or return it as the client has agreed to contact us once it is delivered.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let's clarify:
I called you. You merely returned my call because you recognized it was a necessity. You ignored my email. [redacted] is very sweet, but that is not the issue.
I was willing to go along with the terms you suggested in the hand written statement on my second order (the reshipment) which said I could either refuse shipment (which was not an option- it was left in mailbox while I was at work) OR I could keep it and pay for the product. BUT, as you can read below, that was not an option, either-
Regarding the original order:
I did get it in the mail, many days late, and it was the WRONG strength. You sent a 30mg box of 30 pills, not the 10mg as ordered by my pet's Doctor.
If you know ANYTHING about medicine, there are 6 basic rights when dealing with medication. You all TRIPLED the dosage ordered by the Doctor. The "Right Dose" requirement was NOT MET.
UNEXCUSABLE. DANGEROUS. IRRESPONSIBLE. NEGLIGENT.
Anipryl increases the concentration of dopamine, which is why it is so benefitial in the treatment/management of Canine Cognitive Dysfunction. It inhibits the destruction of dopamine- it is an irreversible inhibitor of monoamine oxidase!!!
The RECOMMENDED dose for canine cognitive dysfunction is 0.2-0.45mg/pound.
My dog weighs about 26 lbs.
That means the absolute maximum dose she could reasonably take within the recommendation is not more than 11.7mg.
(Because Wt * Dose= Desired amount)
[redacted]You nearly tripled that.[redacted]
Here is a quote from the manufacturer's website (Zoetis) "The recommended dosage for oral administration for the control of clinical signs associated with CDS is 0.5-1.0 mg/kg once daily..."
When you convert my dog's weight to Kg, she is 12.72kg. Thus, understanding the dose is rounded to the nearest full tablet, you still attempted to overdose my animal via negligence, even if we use the most extreme allowable mg dose per kg.
This medication is in the MAOi family, which means, an overdose can lead to VERY SERIOUS EMERGENCY COMPLICATIONS, including Adrenergic storm, excitement, irritability, nervousness, dizziness, severe headaches, hallucinations, weakness, insomnia, sweating (panting) and new onset seizures. In some cases, it can be FATAL.
I am extremely disappointed, and now I have a package that is USELESS to me, because you cannot split these pills into thirds, safely. Even with a pill cutter- I cannot get the correct dose safely estimated. So, thanks for nothing.
Send me a return label at your expense.
Refund my shipping fees. REFUND EVERYTHING BASED ON THE POOR PHARMACEUTICAL PRACTICES YOU FOLLOW. I do not beleive I should be responsible for a single cent. This was - as usual- your fault. I won't be held financially respoinsible for your mistake(S).
According to the Pharmacist Code of Ethics & Oath - Pharmacy Pledge & Sworn Statement, the fifth statement promises: A pharmacist maintains professional competence. I'd grade that a FAIL, for you.
I am not sure of the ISMP governs Pharmacies which deal in animal prescriptions, but rest assured, I will find out.
Now, please refund all of my money.
Thank you.
Final Business Response /* (4000, 9, 2015/05/12) */
We take full responsibility for shipping the incorrect milligram size in the original, delayed package. Please note that the client did receive the correct item on April 30, 2015 via expedited shipping at our expense. We have sent the client a return label for the package that was received on May 4, 2015 containing the incorrect medication strength. We have also credited the client the shipping fee that she paid.
However, because the client did receive the correct product, Anipryl 10mg, we will not be crediting back the charge for the item.
Final Consumer Response /* (4200, 11, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have escalated this issue to my credit card company.
Your "acceptance of responsibility" is not good enough.
We won't be doing business together, any more, and I want this med error on your license.