Wedgewood Pharmacy

I have been using Diamondback drugs for multiple dogs for over 10 years. I will be taking my business elsewhere. If I could give a ZERO rating I would. Since being acquired by *** the customer service has become nonexistent. Normally, I call my dog's medication in 3-4 days in advance and I am notified within 24- 48 hours that it is ready. I called his heart medication in on Thursday 10/31/2019. I got a confirmation via their automated service. When I hadn't gotten the usual "ready" call, I called again and after being on hold for over 15 minutes I spoke with someone who told me they hadn't gotten a response from my vet. That is highly unusual. I immediately contacted my vet and they confirmed they had responded the day before. I called back and was told they would process my prescription. I explained that I had called 3 business days early and I was leaving town the following morning and my dog would run out before I got back. Still wasn't ready. So on Wednesday morning, I called from out of state to pay over the phone so my dog sitter could go pick it up. After selecting the prompt " Press 2 to make a payment by phone" I was told they no longer accept payments by phone! I explained the situation and after holding again, was advised that a supervisor had approved to take my payment over the phone. And the price went up $15 from last month's fill. She could offer no explanation for this spike in price. This call took 26 minutes, most of which was on hold.
However, they STILL had not processed my prescription!! 6 days and 2 calls later!!! I was furious and asked for a supervisor. I explained how I had given plenty of notice to fill it, had called twice and been told both times it would be filled and my dog is going to run out and I am out of state. She then said she would waive the *** overnight fee BUT it would still take an additional 2-4 business days to fill the medication, THEN they would mail it out. I began to cry ( which I don't do, but this is my baby we are talking about) and asked her to PLEASE expedite this as my dog is elderly and needs his heart medication. She said that was the best she could do. It is now Monday 11/11, 12 days later and still no heart medication for my dog!!! And he has run out. As I said, I was out of state and couldn't do anything else, or trust me, I would have been standing at the counter making a scene until they gave me his medication. I am beyond furious and will not only take my business elsewhere but I am telling everyone I know not to use Diamondback drugs. I am heavily involved in dog rescue and adoptions, and am also alerting all my contacts and made a public statement on social media. *** ruined this business and has put my dog's health at risk. If he suffers any setbacks due to missing doses , I will sue and raise a storm like they won't believe. And don't tell me to " be patient and give you another chance to improve your service." There is no excuse for this. None.

We ran out of cancer medication on a Friday night. We called our vet to try to get a new order of medication. They were closed for the day. My wife called Diamondback pharmacy and tried to get 5 pills to make it through the weekend by over night delivery. She spoke to several people in an attempt to get the 5 pills and each time was given a NO answer to her request.
We have ordered this medication for the past 12 months from Diamondback.
Appearently being a good customer does not help get a problem resolved and it appears my English Bulldog is not getting his needed medication.
My personal pharmacy (Wallgreens) has in the past has sold a few pills till the prescription order is received. Diamondback pharmacy could learn good customer service from Wallgreens's Drug especially when their customers are in a tight spot for medication.
***.

There have been enumerable problems since Diamondback was acquired by/merged with Wedgewood Pharmacy. I order my dog's liver medication from Diamondback; it has been on autoship. The expected shipping time had passed but, due to their ongoing issues. I contacted them. I was told that the medication had not shipped because there were no refills. Neither the doctor nor I had been contacted. The first person to whom I spoke was very helpful and while on the phone sent a request to the veterinarian and suggested that I also call them. I asked for overnight shipping and she said she would note it. I spoke with the pharmacy at the vet's hospital and they swiftly sent the updated prescription to Diamondback and texted a confirmation to me. I called Diamondback and explained the situation to another Customer Service Representative. Not only was she coldly professional and disinterested with no concern of my urgency, she would not provide 100% assurance that I could get overnight delivery. Being polite, I thanked her and immediately contacted the Wedgewood escalation area. While very nice, they have no knowledge of the processes at Diamondback (please note that I had confirmed that this office does represent Diamondback.). In frustration I called the executive office at Wedgewood. I was greeted with an outdated voicemail message which addressed being out of the office until a March date. I finally spoke to an operator who indicated that she had worked for the company for 14 years and ensured that my issue would be escalated and that I would receive a call. I did receive a call and a message ensuring me that I would have the medication the next day. Later I received an an email from UPS indicating that the medication would arrive in 3 days! I called Diamondback and received an apology that the correct information had not been conveyed to UPS. She also said that because I contacted Wedgewood (their parent company) things got confusing. I hope that the recorded phone calls are reviewed and appropriate action taken. In the past, had any problems occurred, customers were able to speak with the pharmacists filling the prescription; this resulted in swift resolution. Now they are isolated and it appears that Customer Service people have limited access with most communication conducted electronically. There are issues that require actual discussion. As I had indicated to several people, they are not selling shoes, but medication that are keeping beloved pets alive . . .

I am thankful to be able to buy custom medications which have helped my dog.

I called on Monday the May 20th 2019 for a prescription for my dog. The medication is because she has a very serious heart condition and takes the medication 3 times a day. She has had two crisis over the years with one just being a couple weeks ago. So you would think they would fill my prescription since I have been going through them for years.

So here's the scoop. They got it on Monday but didnt have time to formulate it until Thursday. Did they call and let me know. NO THEY DID NOT!!!! I call on Friday asking where her medication is and they tell me... "Oh we will be sending it out today, but we are sending it out over night" Well... so today is Tuesday and still no medication. I dont normally get this low still called with plenty of time to get it.

So I just spoke with them again as to where her medication is and they tell me I wont get it until Wednesday which is tomorrow. If my baby dies because she has no heart medication.. I am holding them personally responsible. I have cared for her 24/7 and to be placed in a hopeless position such as this, is just ripping my heart out. They should of called or something. VERY UNPROFESSIONAL.

Hard to even give it one star, I guess only for price. Very difficult to contact, unable to verbally communicate with anyone, will not respond to emails. It’s a wonder that this company remains in business.

I would leave a 0 STAR if I could...Turn and run!!! Worst customer service I have EVER received. Customer service reps (Shawna, Francisco, Paula, and Jaime) will outright lie to get you off the phone. My pet is on medications for BRAIN tumors and it took 20 calls, 4 people, and no prescription before I told them not to bother I'll find ANYWHERE else to get prescriptions and spread the word.

Terrible. Awful. No live person to person communications, only automated responses. Have tried for 48 hours to contact them via 6 phone calls, 3 texts, and one email to customer service. Zero response. Had difficulty 2 months ago reaching them to correct address and CC information when placing my previous refill for my pet (two active prescriptions with this company, have been a customer for 12 months). Current information apparently wasn't saved in my file, since the text I received after placing this latest refill order online (as directed by website) said I needed to call regarding my contact information. I did, and was put on hold for 10 minutes. I waited, called again, same thing. Next time I called and pressed the button for the veterinarian track, hopeful to get a real person to speak with, but same unending hold loop. No response to their texts. No response to 2 voice mails and 1 email. I have contacted my veterinarian and advised them of the issues; they have switched my pet's prescriptions to another vendor.

Jan 11, 2019 I called in a refill for my pets medication to Diamondback Drugs phone order department and left the order on voice mail. Later I received an email asking me to download their free app. I downloaded the app and began to set up an account. It said my order was being processed and I assumed it meant my telephone order since I had not ordered anything through the app. I was just setting up the account so I could order the med there next month. Then it asked me for payment info. I gave them that. I received a receipt for one order of the medication for a total of $49.95. When checking my bank account today there were two transactions on Jan. 11, 2019 for Diamondback Drugs for $49.95 each. The second withdrawal had caused my account to be overdrawn so now I also had an overdraft charge of $32. I spoke to a representative at Diamondback
Drugs about this and was told they would call me back. When they called back, I was told I had placed two orders and neither the $49.95 for the second order nor the overdraft charge of $32 would be returned to me. I had only placed one order. This medication is ordered monthly, so filling two orders would be unethical or at least should have alerted them that there was something wrong and they should have checked with me before filling two months worth. I have been ordering this medication every month for four years now. How many orders will be delivered is yet to be seen. It usually takes a week for delivery and that would be next friday. I feel this company has fallen short of its duty to a good customer.

Web site of this company indicates wonderful service and quality! This is all not true at all! I went to ER with my 3 m.o. kitten who had Herpes virus outbreak with horrible eye condition on 12th of December. Doctor prescribed medication and said that the pharmacy contacted me on this day or, latest, on the next day. Of course, no calls happen on that day, or the next one, or the third day. Herpes is very painful condition! The kitty was on pain medication due to this fact and it was emergency! On the third day I called doctor and said that nobody contacted me, and they assure to call pharmacy to remind about this prescription. On the fourth day I called myself and they offered me 5-7 business days delivery - after ER prescription!!! The girl hang up on me and they called me only on 7 ( !!!) day again, offering to finish my transaction! What kind of service this is!
I am afraid that because of the fact, that I was not able to treat little guy on time it will not have a chance to recover and his eyes always will be damaged from this! They know that there is no other place which carries this drug and using this situation, but it is not the reason to be such inattentive and hard to work with.
They are providing drugs and prescription from ER isn't this an indication that this drug could be extremely necessary to process right away? They do not deserve A+ ratings at all!
I contacted them with the complain , but they just said that they apologize that I am not happy! How I can be happy if I am fighting for the life of the little baby and cannot get medication? They were talking to clinic, for some reasons, but never contacted me in 7 days!!! They were saying that I did not want to wait for standart shipping time! I just can't!!! It was emergency!!! But for them it does not mean anything!

Mon 10/29/18 I called to 2x (12:50 pm & 2:13 pm) to order a refill for my cat's life-saving medication. Both times Diamondback could not process my order due to their computers being down.
Tues 10/30/18 I called again at 10:14 am to place my reorder and requested expedited shipping given I could not place my order yesterday. My request for expedited was denied however I was told my order would definitely be shipped out at by the end of that day-Tues 10/20/18. Very succinctly I was told it DEFINITELY would ship out.
Wed 10/31/18 I called at 5:32 pm as I had not received an email notification about the shipping only to learn my order had still NOT SHIPPED OUT. I spoke with Marcus first and then Coty requesting a refund on my meds given Diamondback did not fulfill their promise to get my order out on Tues 10/30. My request was denied.

Medication ordered for my dog on June 7 was not received. I filled the prescription with a local pharmacist instead. My credit card was billed on 6/15/18. I called customer service on 6/20 to check on the status of the prescription. The rep said the medicated was delivered. The rep did not offer to investigate, and did not offer a refund. I called again on 6/26. They refused to give me a refund, and they suggested I contact my local post office to find out what happened to the package.

Diamdondback drugs is charging for 60ML of Diazoxide but purposely sending less. At first the medication lasted 30 days. I noticed I had to order sooner. I started looking at the bottle when it arrived to notice only 55ML. The pharmacist said I would not have 30 days because some medication would be left in the bottle. This doesn't explain unfilling nor would their be days of medication left in the bottle. They kept telling me I needed to have my vet order more than 60ML in order to have a 30 day supply of medication. Since when does a 30 day supply of medication require an order of 32-35 days? The next month they shorted me again. At least the person agreed to send the missing amount (they didn't do that the time before). In Feb I received 60ML. However, this month they only sent me 50ML. Their claim is they are using a new bottle that can't fill to the top. They have never filled the medication to the top and if they need to use 2 bottles, they should do that rather than purposely short their customers. Yet, this is not true, the bottle has room for 60ML. The bottle is just creamier in color than the prior bottle probably to make it eaiser for them to purposely short customers. The pharmacist said they would have to send the medication to my vet as they need a 3rd party to validate indicating that I'm ripping them off rather than the other way around This really infuriates me. I don't mind my vet as a 3rd party. I mind being punished further since they are the ones purposely failing to fill the order to 60ML. I shouldn't be inconvenienced and have to pay for shipping, then have to spend my time, gas money to go and pickup medication rather than having the convenience. They also take too long to fill orders and they stopped sending notification of shipping with tracking numbers. After my first complaint, they did not fill my order, so I ran out and had to pay expedited shipping costs, I feel this was them being vindictive.

I've used this pharmacy on and off for years and they have been wonderful. We are lucky to have them so close. They can supply pet meds that no rerular pharmacy offers.

If I could, I would rate