Complaint: [redacted]I am rejecting this response because:They are still plain wrong. Common sense dictates they are just wrong. I did not input an old address for shipping and then turn around and input my correct address for billing. Please! Who would do that? It's beyond ridiculous for them to suggest that is what happened. They admit that they had to have visa intercede because the addresses did not match when they went to charge me for the order. Case closed! They are absolutely 100% responsible for their screw up and need to be held accountable and refund my money. COMMON SENSE PEOPLE, COMMON SENSE!!!Sincerely,[redacted]
ID: 1[redacted]
April 6, 2017
To Whom it May Concern:
In response to ID number [redacted] this client’s complaint is in regards to her order’s processing period. As stated on our website at the time of purchase, our processing period is 24-72 business hours. Our processing period is also attached...
for reference. The client’s order was placed on March 10, 2017 and the authorization for the medication was received on March 13, 2017. After receiving the authorization, we made an attempt to charge the client’s credit card but it declined. We contacted the client and she did not respond to us with new credit card information until March 15, 2017. Once the account was billed, we began our 24-72 business hour processing period.
The client also states that we did not contact her in regards to the medication being on backorder. While we do acknowledge we did not contact the client promptly, we are a growing online pharmacy and we fill hundreds of orders daily. When a highly demanded medication, such as Vetmedin, becomes limited in stock, we try our hardest to contact all clients within the processing period.
Monday, March 20, 2017 was the last day of the order’s processing period. This day was also when the client contacted us for her the status of her order. On that day, the medication was on a manufacturer back-order. We informed the client that we were waiting for the manufacturer to send us the next shipment. We informed the client of the options we had and the client opted to switch to a mg size we had in stock. Coincidentally, on the following day, the mg size the client wanted came back into stock and the client was contacted in regards to it. We offered the client Priority shipping (2-4 Business days) for the delay in the order. The client paid for standard shipping (4-7 business days) and the backorder delayed the order by one day, so we offered priority to make up for the extra day her order spent in processing. The client insisted that we ship her order via overnight shipping but we informed the client that priority was all we we were able to offer her. In the end, the client agreed for us to ship her order via priority shipping and the original order was processed and shipped. We apologize for the experience that the client had with us, we only wish that it had gone smoother than it did. Unfortunately, manufacture backorders are something we have no control over. However we have fulfilled the client’s request for the refund of $5.75 which was processed today.
Kind Regards,
Customer Service
California Pet Pharmacy
[redacted]
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 because I don't have the time and energy to keep this back and fourth battle going. The pharmacy called to confirm I still wanted my order, I confirmed I did, and because I updated my feedback and said it was "laughable" because I was told previously by a CSR that they receive 100s of orders a day, and they don't have time to call the vet but yet they had time to call me to confirm I still wanted my order. I mentioned 1800petmeds in my review as an alternative pharmacy for potential customers to go through as I have never received good customer service from this business and that is what is most frustrating with this situation. Even in the response with the Revdex.com they're assuming I could've gotten the med locally, and then saying they're not shipping dog toys? They are the rudest company that I've ever dealt with. I received the medication with another online pharmacy within 4 business days total without paying expedited shipping and they were nothing but professional and offered great customer service. It's no wonder california pet pharmacy has an F rating and Petmart pharmacy has an A rating. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: As CCP said themselves, I ordered 5 times before. There system does not allow for a customer to set up an account for repeat orders. Each order has to be input completely by the customer including ones home address an all payment information. When inputting the payment info you have to specify if the billing address is the same as the delivery address and if not enter the billing address. I obviously checked yes they are the same. The payment would not have gone through if the billing address did not match up to Visa's record of my billing address. I certainly would not input an address where I don't live anymore and Visa would not approve a charge where the billing address was incorrect. We had ordered medication from CCP years ago for a different dog from the address they inadvertently sent my last package. They insist they had no way to send the package to the wrong address but obviously they do because they did. Just because they say something is true does not make it true. They somehow sent my package to my old address and they don't want to admit their mistake for whatever reason. They screwed up period and they owe me my refund. They owe me a refund and an apology for not once asking if my dog had enough medication while this was sorted out. They could have cared less about me or my dog. Sincerely,[redacted]
Initial Business Response /* (1000, 7, 2015/10/16) */
Hello,
And thank you for contacting us about your order. In regards to your dispute we do apologize for the inconvenience you have experienced using our company. It does seem like you did contact us about your medication being a "little rough"...
and indicated you had already unpackaged the medication. Although the chews might be a little rough, it doesn't mean they would be ineffective. Because the medication had already been opened and used we wouldn't be able to do any kind of exchange. Normally the chewable are not gummy so they do tend to be a little irregular in texture. It also seems like you had contacted us about the medication being "rock hard" three months after it had already been received by you, so that may have been caused by not storing the medication properly. Again we apologize for the inconvenience.
Kind Regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets Are Happy Pets!"
www.californiapetpharmacy.com
Complaint: [redacted]
I am rejecting this response because: I have yet to receive this product. You are an evil company and this experience would NOT be acceptable to you if this were your sick animal.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I first, continue to have NOT received this product. Secondly, your website says you care about healthy pets, yet I placed this order with you 21 days ago and still have not received the medication, but was charged. I'm enclosing your own FAQ's that says I would receive the product in 24-72 business hours which is so misleading on your part.Trust me, I would have cancelled the order, had I remembered what online service I purchased it through...I had no email to reference and no charge on my account to get the name. I assumed whomever I ordered it through, the website didn't work and it didn't go through. I did make an effort to cancel but with nothing to reference, it's impossible as there are multiple online pharmacies. I just can't believe I chose the one who truly didn't have a sense of urgency around my pet's prescription. Thankfully it wasn't life-threatening. If I need to contact my lawyer, I will It's about principle now.
[redacted]
Initial Business Response /* (1000, 5, 2015/08/06) */
Hello [redacted] ,
Thank you for contacting California Pet Pharmacy. In regards to your order we do apologize for any incontinence you have encountered, there was further investigation done on your complaint as far as the google site stating we...
sold a 6pak of Nexgard for 18.99 + shipping. That information can be confirmed by looking up the Nexgard product via google search. However! Google is a third party web witch we have no control over how they display the products we dispense; so that's why we were unable to honor that price adjustment. On our website (Californiapetpharmacy.com) the prices do very on the Nexgard depending on the quantity you are requesting. So please always reference our direct website for pricing, for we do not associate ourselves with third party websites.
Kind regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets are [redacted] Pets"
www.californiapetpharmacy.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of whether Google would be considered a third party or not, the California Pet Pharmacy should be held accountable. Since it's their product being advertised, they have the responsibility to monitor those advertisements and ensure it's being advertised correctly. If not, they will continue getting orders under false pretenses.
Also in their response they stated 6-pk NexGard whenever I reported a 3-pk.
Not once did they apologize for their rude & arrogant employees.
Final Business Response /* (4000, 9, 2015/08/21) */
Thank you for contacting California Pet Pharmacy. In regards to case# XXXXXXXX, we will be unable to provide you with a refund for the medication that was dispensed and delivered to you. Confirmation emails are sent anytime you place an order, verifying prices. The invoice sent via email was a clear indication of what you were going to be charged. We have contacted Google asking to make the correction to the prices and we have received notices that states, correction would be made soon. In regards to the phone conversations you had with one of our reps, I did take the liberty of listing to that recorded conversation and not once did our representative display the actions that you had stated. Furthermore, if you do have more medication on file to be dispensed and you no longer would like to use our services we would be able to transfer that prescription to another pharmacy of your chose.
Kind Regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets Are [redacted] Pets!"
www.californiapetpharmacy.com
Initial Business Response /* (1000, 5, 2015/04/21) */
We sent the clients two emails informing her that the order was on back-order and asking whether she wanted to hold the order or cancel and refund it. Her first response was it hold it and the second was to cancel it. We cancelled and credited...
the client's order on 4/14/2015.
Initial Consumer Rebuttal /* (2000, 9, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolut lie. They never let me know that the items were unavailable until I tried to call them twice after more than 2 weeks of nothing and after I send them two emails. Their final response was: The items are on "slight" back order. I also never told them to hold the order, I cancelled it right away. I got credited, but lost about 3 1/2 weeks which was a pain in the [redacted]. This company is very unreliable, no honest people there.
Complaint: [redacted]I am rejecting this response because:
It says qty 1 - which was interpreted by me the consumer as 1qty of the 6 month supply and also 20mg per tablet also interpreted by me the consumer that the per tablet was the mg per tablet not the...
price (see photo below as a screenshot from your website). In addition when I spoke to the manufacturer and reported you to them they stated the 6 month supply box was not to be opened and sold individually and that was illegal. They stated they don't even sell the product to your pharmacy and you receive it in an illegal means thru a 3rd party. Sincerely,[redacted]
February 27, 2017 To Whom it May Concern: In response to ID number [redacted], the client placed her order on February 6, 2017. The client never contacted us afterward to let us know that she would like to cancel her order and use a different online pharmacy instead. At any time after the order...
was placed and before the order had shipped, the client could have emailed or called us to inform us to cancel her order and we would have easily done so. The client is aware that she had placed the order, so she should have known that there was an order pending with us even if she had placed an order with a different pharmacy. Orders do not just disappear after being placed, they are either fulfilled or cancelled. At no time did the client reach out to cancel the order so we continued to reach out to the veterinarian’s office and fulfill her order. The client mentions that we did not call her veterinarian during the next business day. Our website states that we contact vets “within 24 business hours of the order being placed” (Delivery Turn-Around Time attached). On February 7, 2017 we contacted her veterinarian via fax. The veterinarian was contacted a total of three times before receiving the authorization on February 21, 2017. The veterinarian may not have received the original fax that was sent, but on February 21, 2017 they received, approved, and faxed back the prescription, thus giving us authorization to dispense the medication to the client. The item the client ordered, Optimmune 3.5g (not Optixcare Plus; original invoice attached) is a prescription item. The client received the item on February 25, 2017 at 11:57am, as seen on the tracking information. The client would like for us to accept a return but as stated on our website and also attached (Return Policy), we do not accept returns on prescription medications due to FDA regulations. Therefore, we would not be able to satisfy the client’s desired settlement. The client was made aware of this when she called us on February 23, 2017. We suggest to the client to keep the medication, because the veterinarian has prescribed it to her pet (even after prescribing the one from the other pharmacy), so the pet may continue to need it after the first tube is finished. Kind Regards, Customer Service California Pet Pharmacy [redacted]
In response to Complaint: [redacted], as the client says that each “order has to be input completely by the customer including the home address…” Therefore, the client inputted his home address completely. Yes, the client has a total of 5 orders with us, the fifth order being the one the complaint is about. In all of the previous 4 orders, the client has never once shipped to this address: [redacted]. And yet, the client says that he ordered a medication with us years ago that shipped to the aforementioned address and asserts that is how the package shipped there this time. That is absolutely impossible. The day the client placed the order is the first time we received that address into our system. He has never before placed an order with us with that address. It’s possible that he’s getting us mixed up with another online pharmacy. The only way we’d ship to that address is if the client inputted the address himself, which he did, as he mentioned in his response. The client says that “Visa would not approve a charge where the billing address was incorrect,” but they have because we’ve successfully charged the order. The billing address does not match with the one that is associated with the credit card, but Visa allowed the charge to go through. If the client has an issue with that, then he would need to contact his credit card company since they allowed us to charge his credit card. We did not “screw up” nor do we owe the client a refund. We’ve never had that address on file until the client placed the order. We are not refunding the client. The order was dispensed and delivered to the address the client provided us, thus completing the goods and services the client paid for. We were aware that the client’s pet may have been running out of medication, it is why we wanted to help him place another order to ship to the correct address. However, the client declined, leading us to believe he will find another means of acquiring the medication.
Complaint: [redacted]I am rejecting this response because:They are still plain wrong. Common sense dictates they are just wrong. I did not input an old address for shipping and then turn around and input my correct address for billing. Please! Who would do that? It's beyond ridiculous for them to suggest that is what happened. They admit that they had to have visa intercede because the addresses did not match when they went to charge me for the order. Case closed! They are absolutely 100% responsible for their screw up and need to be held accountable and refund my money. COMMON SENSE PEOPLE, COMMON SENSE!!!Sincerely,[redacted]
ID: 1[redacted]
April 6, 2017
To Whom it May Concern:
In response to ID number [redacted] this client’s complaint is in regards to her order’s processing period. As stated on our website at the time of purchase, our processing period is 24-72 business hours. Our processing period is also attached...
for reference. The client’s order was placed on March 10, 2017 and the authorization for the medication was received on March 13, 2017. After receiving the authorization, we made an attempt to charge the client’s credit card but it declined. We contacted the client and she did not respond to us with new credit card information until March 15, 2017. Once the account was billed, we began our 24-72 business hour processing period.
The client also states that we did not contact her in regards to the medication being on backorder. While we do acknowledge we did not contact the client promptly, we are a growing online pharmacy and we fill hundreds of orders daily. When a highly demanded medication, such as Vetmedin, becomes limited in stock, we try our hardest to contact all clients within the processing period.
Monday, March 20, 2017 was the last day of the order’s processing period. This day was also when the client contacted us for her the status of her order. On that day, the medication was on a manufacturer back-order. We informed the client that we were waiting for the manufacturer to send us the next shipment. We informed the client of the options we had and the client opted to switch to a mg size we had in stock. Coincidentally, on the following day, the mg size the client wanted came back into stock and the client was contacted in regards to it. We offered the client Priority shipping (2-4 Business days) for the delay in the order. The client paid for standard shipping (4-7 business days) and the backorder delayed the order by one day, so we offered priority to make up for the extra day her order spent in processing. The client insisted that we ship her order via overnight shipping but we informed the client that priority was all we we were able to offer her. In the end, the client agreed for us to ship her order via priority shipping and the original order was processed and shipped. We apologize for the experience that the client had with us, we only wish that it had gone smoother than it did. Unfortunately, manufacture backorders are something we have no control over. However we have fulfilled the client’s request for the refund of $5.75 which was processed today.
Kind Regards,
Customer Service
California Pet Pharmacy
[redacted]
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 because I don't have the time and energy to keep this back and fourth battle going. The pharmacy called to confirm I still wanted my order, I confirmed I did, and because I updated my feedback and said it was "laughable" because I was told previously by a CSR that they receive 100s of orders a day, and they don't have time to call the vet but yet they had time to call me to confirm I still wanted my order. I mentioned 1800petmeds in my review as an alternative pharmacy for potential customers to go through as I have never received good customer service from this business and that is what is most frustrating with this situation. Even in the response with the Revdex.com they're assuming I could've gotten the med locally, and then saying they're not shipping dog toys? They are the rudest company that I've ever dealt with. I received the medication with another online pharmacy within 4 business days total without paying expedited shipping and they were nothing but professional and offered great customer service. It's no wonder california pet pharmacy has an F rating and Petmart pharmacy has an A rating. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: As CCP said themselves, I ordered 5 times before. There system does not allow for a customer to set up an account for repeat orders. Each order has to be input completely by the customer including ones home address an all payment information. When inputting the payment info you have to specify if the billing address is the same as the delivery address and if not enter the billing address. I obviously checked yes they are the same. The payment would not have gone through if the billing address did not match up to Visa's record of my billing address. I certainly would not input an address where I don't live anymore and Visa would not approve a charge where the billing address was incorrect. We had ordered medication from CCP years ago for a different dog from the address they inadvertently sent my last package. They insist they had no way to send the package to the wrong address but obviously they do because they did. Just because they say something is true does not make it true. They somehow sent my package to my old address and they don't want to admit their mistake for whatever reason. They screwed up period and they owe me my refund. They owe me a refund and an apology for not once asking if my dog had enough medication while this was sorted out. They could have cared less about me or my dog. Sincerely,[redacted]
Initial Business Response /* (1000, 7, 2015/10/16) */
Hello,
And thank you for contacting us about your order. In regards to your dispute we do apologize for the inconvenience you have experienced using our company. It does seem like you did contact us about your medication being a "little rough"...
and indicated you had already unpackaged the medication. Although the chews might be a little rough, it doesn't mean they would be ineffective. Because the medication had already been opened and used we wouldn't be able to do any kind of exchange. Normally the chewable are not gummy so they do tend to be a little irregular in texture. It also seems like you had contacted us about the medication being "rock hard" three months after it had already been received by you, so that may have been caused by not storing the medication properly. Again we apologize for the inconvenience.
Kind Regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets Are Happy Pets!"
www.californiapetpharmacy.com
Complaint: [redacted]
I am rejecting this response because: I have yet to receive this product. You are an evil company and this experience would NOT be acceptable to you if this were your sick animal.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I first, continue to have NOT received this product. Secondly, your website says you care about healthy pets, yet I placed this order with you 21 days ago and still have not received the medication, but was charged. I'm enclosing your own FAQ's that says I would receive the product in 24-72 business hours which is so misleading on your part.Trust me, I would have cancelled the order, had I remembered what online service I purchased it through...I had no email to reference and no charge on my account to get the name. I assumed whomever I ordered it through, the website didn't work and it didn't go through. I did make an effort to cancel but with nothing to reference, it's impossible as there are multiple online pharmacies. I just can't believe I chose the one who truly didn't have a sense of urgency around my pet's prescription. Thankfully it wasn't life-threatening. If I need to contact my lawyer, I will It's about principle now.
[redacted]
Initial Business Response /* (1000, 5, 2015/08/06) */
Hello [redacted] ,
Thank you for contacting California Pet Pharmacy. In regards to your order we do apologize for any incontinence you have encountered, there was further investigation done on your complaint as far as the google site stating we...
sold a 6pak of Nexgard for 18.99 + shipping. That information can be confirmed by looking up the Nexgard product via google search. However! Google is a third party web witch we have no control over how they display the products we dispense; so that's why we were unable to honor that price adjustment. On our website (Californiapetpharmacy.com) the prices do very on the Nexgard depending on the quantity you are requesting. So please always reference our direct website for pricing, for we do not associate ourselves with third party websites.
Kind regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets are [redacted] Pets"
www.californiapetpharmacy.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of whether Google would be considered a third party or not, the California Pet Pharmacy should be held accountable. Since it's their product being advertised, they have the responsibility to monitor those advertisements and ensure it's being advertised correctly. If not, they will continue getting orders under false pretenses.
Also in their response they stated 6-pk NexGard whenever I reported a 3-pk.
Not once did they apologize for their rude & arrogant employees.
Final Business Response /* (4000, 9, 2015/08/21) */
Thank you for contacting California Pet Pharmacy. In regards to case# XXXXXXXX, we will be unable to provide you with a refund for the medication that was dispensed and delivered to you. Confirmation emails are sent anytime you place an order, verifying prices. The invoice sent via email was a clear indication of what you were going to be charged. We have contacted Google asking to make the correction to the prices and we have received notices that states, correction would be made soon. In regards to the phone conversations you had with one of our reps, I did take the liberty of listing to that recorded conversation and not once did our representative display the actions that you had stated. Furthermore, if you do have more medication on file to be dispensed and you no longer would like to use our services we would be able to transfer that prescription to another pharmacy of your chose.
Kind Regards,
Customer Service Rep.
California Pet Pharmacy
"Healthy Pets Are [redacted] Pets!"
www.californiapetpharmacy.com
Initial Business Response /* (1000, 5, 2015/04/21) */
We sent the clients two emails informing her that the order was on back-order and asking whether she wanted to hold the order or cancel and refund it. Her first response was it hold it and the second was to cancel it. We cancelled and credited...
the client's order on 4/14/2015.
Initial Consumer Rebuttal /* (2000, 9, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolut lie. They never let me know that the items were unavailable until I tried to call them twice after more than 2 weeks of nothing and after I send them two emails. Their final response was: The items are on "slight" back order. I also never told them to hold the order, I cancelled it right away. I got credited, but lost about 3 1/2 weeks which was a pain in the [redacted]. This company is very unreliable, no honest people there.
Complaint: [redacted]I am rejecting this response because:
It says qty 1 - which was interpreted by me the consumer as 1qty of the 6 month supply and also 20mg per tablet also interpreted by me the consumer that the per tablet was the mg per tablet not the...
price (see photo below as a screenshot from your website). In addition when I spoke to the manufacturer and reported you to them they stated the 6 month supply box was not to be opened and sold individually and that was illegal. They stated they don't even sell the product to your pharmacy and you receive it in an illegal means thru a 3rd party. Sincerely,[redacted]
February 27, 2017 To Whom it May Concern: In response to ID number [redacted], the client placed her order on February 6, 2017. The client never contacted us afterward to let us know that she would like to cancel her order and use a different online pharmacy instead. At any time after the order...
was placed and before the order had shipped, the client could have emailed or called us to inform us to cancel her order and we would have easily done so. The client is aware that she had placed the order, so she should have known that there was an order pending with us even if she had placed an order with a different pharmacy. Orders do not just disappear after being placed, they are either fulfilled or cancelled. At no time did the client reach out to cancel the order so we continued to reach out to the veterinarian’s office and fulfill her order. The client mentions that we did not call her veterinarian during the next business day. Our website states that we contact vets “within 24 business hours of the order being placed” (Delivery Turn-Around Time attached). On February 7, 2017 we contacted her veterinarian via fax. The veterinarian was contacted a total of three times before receiving the authorization on February 21, 2017. The veterinarian may not have received the original fax that was sent, but on February 21, 2017 they received, approved, and faxed back the prescription, thus giving us authorization to dispense the medication to the client. The item the client ordered, Optimmune 3.5g (not Optixcare Plus; original invoice attached) is a prescription item. The client received the item on February 25, 2017 at 11:57am, as seen on the tracking information. The client would like for us to accept a return but as stated on our website and also attached (Return Policy), we do not accept returns on prescription medications due to FDA regulations. Therefore, we would not be able to satisfy the client’s desired settlement. The client was made aware of this when she called us on February 23, 2017. We suggest to the client to keep the medication, because the veterinarian has prescribed it to her pet (even after prescribing the one from the other pharmacy), so the pet may continue to need it after the first tube is finished. Kind Regards, Customer Service California Pet Pharmacy [redacted]
In response to Complaint: [redacted], as the client says that each “order has to be input completely by the customer including the home address…” Therefore, the client inputted his home address completely. Yes, the client has a total of 5 orders with us, the fifth order being the one the complaint is about. In all of the previous 4 orders, the client has never once shipped to this address: [redacted]. And yet, the client says that he ordered a medication with us years ago that shipped to the aforementioned address and asserts that is how the package shipped there this time. That is absolutely impossible. The day the client placed the order is the first time we received that address into our system. He has never before placed an order with us with that address. It’s possible that he’s getting us mixed up with another online pharmacy. The only way we’d ship to that address is if the client inputted the address himself, which he did, as he mentioned in his response. The client says that “Visa would not approve a charge where the billing address was incorrect,” but they have because we’ve successfully charged the order. The billing address does not match with the one that is associated with the credit card, but Visa allowed the charge to go through. If the client has an issue with that, then he would need to contact his credit card company since they allowed us to charge his credit card. We did not “screw up” nor do we owe the client a refund. We’ve never had that address on file until the client placed the order. We are not refunding the client. The order was dispensed and delivered to the address the client provided us, thus completing the goods and services the client paid for. We were aware that the client’s pet may have been running out of medication, it is why we wanted to help him place another order to ship to the correct address. However, the client declined, leading us to believe he will find another means of acquiring the medication.