Placed an order for prescription medication for my dog who just had 2 tumors in her neck removed that ended up being CANCEROUS as well as a tumor in her anal cavity that ended up being benign. She is 15 years old and is in a lot of pain after the very MAJOR SURGERY that was performed on her. To ease this pain she takes 2 pain medications as well as this NSAID. One of the medications started running low and therefore an expedited shipment was placed through this company. MISTAKE #1.
Order Placed: Order Date: 02/12/2018 2:49:14PM EST - Expedited Shipment 2-4 Business Days (6 Pills Left in Medication)
VET sends prescription to company: 2/13/2018 10:00AM EST (5 pills left)
Customer call to California Pet Pharmacy (CPP): 2/13/2018 1:00PM EST - Receive confirmation of prescription receipt and confirm that medication will be sent out that day. (4 pills left)
Receive a confusing and vague email from CPP: 2/14/2018 12:41PM EST (3 pills left)
"Your order is currently pending with our pharmacy. Please reply to this e-mail or contact us directly to inform us the status of your order. Your attention to this matter would be greatly appreciated."
Thank you.
Kind Regards,
Jessica
Customer Service Rep.
California Pet Pharmacy
Call CPP: 2/14/2018 1:00PM EST - CPP wants to confirm whether it is ok to send prescriptions that will expire in 2 months (90ct order placed taken 1 time daily = 3 months). Then proceeded to say that that they sent me an email regarding this (I am guessing that very vague and confusing email sent before). It has now been about 48 hours since I placed the order and instead of expecting a shipment sent on 2/13/2018 as promised they now say that the shipment will be delayed another 24-48 hours because of this "expiration date" issue and will be sent either 2/14/2018 or 2/15/2018.
Upon further questioning, apparently all of the prescriptions that they have for this particular prescription expire at the end of April. THEN WHY ARE YOU STILL SELLING 90 CT PRESCRIPTIONS ON YOUR WEBSITE? WHY DO NONE OF YOUR CUSTOMER SERVICE REPRESENTATIVES KNOW ABOUT THIS? WHEN DID YOU FIND OUT ABOUT THIS ISSUE? IS YOUR COMPANY SO DISJOINTED AND POORLY RUN THAT YOU REALLY DIDNT KNOW THAT YOUR ENTIRE PRESCRIPTION STOCK WAS EXPIRING IN 2 MONTHS? WHAT KIND OF HALF-$#*! OPERATION ARE YOU RUNNING? DO YOU NOT UNDERSTAND THAT ENTIRE LIVES ARE DEPENDENT UPON THESE MEDICATIONS?
So in the end they committed 2 mistakes:
1. SELLING 90CT PRESCRIPTIONS of a medication that expires in 60 days. Not sure how they dont have the proper internal controls to realize that this is the case. When did they find out? Did they know this beforehand? Which leads to the second issue.
2. During the phone call on 2/13/2018 the representative should not have made a representation and promise that the items were going to be shipped that day. Further, I have a hard time comprehending how the company and the departments are so disjointed that this service representative did not have the relevant information to notify me during this 2/13/2018 conversation that there was a expiration date issue with the medication. It took another 24 hours for that information to be relayed back to me. Should a company that is dealing with prescription medication be more aware of when products expire? Especially when dealing with items that are going to be ingested? That have potential health liability implications? That can cause serious harm both physically and mentally to not only the animal taking it but the owner?
Because of these 2 absurd mistakes that were committed on the part of the company, I asked for nothing else. Simply, that the product be expedited further to overnight since now I am going to potentially receive the item on Monday (if the even adhere to their promise which is a joke at this point). That is 2 days after I currently will run out of my medication for my dog.
To this they said "Sorry to hear about your issue, but there is nothing we can do because we legally have 72 hours to fulfill an order and we have another 24 hours to send your items out. If anything if we send your items out today then we are sending it well before the 72 hour deadline and are actually ahead of schedule."
To this I have 4 responses.
1. I would not have placed an order with your company if I had known that the prescription medication would expire in 2 months. However, for some reason your company doesnt have the proper internal controls to update their website and their customer service representatives to let them know that 90CT prescriptions cannot be fulfilled at this time due to expiration date issues.
2. Your representative promised that the items would be shipped 2/13/2018. You have to adhere to that promise.
3. To tell a customer to pay the same price for shipping as the cost of medication to get it in time so that I dont run out before the item arrives is sickening. Your motto "a healthy dog is a happy dog" needs to be removed from all of your correspondences.
4. As a company that is built upon the reputation of selling prescription drugs to make "healthy" and "happy" dogs you sure do not care about the wellness of dogs when it actually comes down to it. All of your representations that you make on your website are completely false. You dont give a sh*t about dogs, pets, families, owners, people, etc. The list goes on. At the end of the day, you stand behind your bullsh*t terms and conditions when it comes time to own up to your mistakes and stand behind your bullsh*t curtain of "legally we arent responsible and have no obligation to do X, Y, and Z." SHAME ON YOU!
STAY AWAY FROM THIS COMPANY! HALF-$#*! COMPANY THAT DOESNT CARE ABOUT YOUR PET AND ONLY CARES ABOUT MAKING MONEY. PAY THE EXTRA FEW BUCKS AND GO TO A MORE REPUTABLE AND RESPECTABLE COMPANY THAN THIS PIECE OF SH*T COMPANY.