CovetrusReviews of covetrus.com

Customer service is almost non-existent. We had nothing but problems. Our auto-ship for our cat's prescription canned food for hyperthyroidism came with the correct invoice but the box contained a bag of dry food for Kidney Care. We only have 3 cans of our cat's food left and now what do we do?

This company knows absolutely nothing about customer service and the needs of people's pets. It takes a week just to fulfill a one item order and no one can tell me when I'm going to receive it. Everything is drop ship which takes forever from the manufacturer. My vet office made the big mistake of using this service and I will never use again. Not when there is great service with Chewy.com. I could have had my prescription food within 48 hrs from ordering with Chewy. One week later, and still no food. I had to go to my vet office and buy more for the interim. Very expensive pet food.

Pet parents - even though your vet has made the unfortunate decision to align with this company, get your prescriptions at any one of the numerous, reputable companies that actually care about their customers. My order from Covetrus arrived in the mail with the top of the package completely cut off. Not having any way of knowing who opened it, why they opened it, or whether or not they did anything to the medication inside, I called customer service to ask for a replacement. After being on hold for 30 minutes, the customer representative was very nice and said I could get a replacement. Two days later I get an email from "GPM pet owner support" asking for photos. I sent a photo of the package. I get a reply saying they need a photo of the damaged product. I again replied, explaining the product itself was not damaged but as the package arrived open, I had no way of knowing if it had been tampered with. Once again, they replied back stating they needed a photo of the damaged product. They did not even take the three seconds to read my email. The person replying to the email gave "call center in a one-bedroom apartment in India" vibes. Or maybe it's a not-ready-for-prime-time AI customer support chatbot. Now obviously, once a product leaves a company's warehouse, they have no control of what happens from there. But every company I've ever dealt with has worked quickly to resolve the issue and provide a refund or replacement, while making me feel valued as a customer. No questions asked. No hoop-jumping. The company loses money this way, but retains a customer. Upholds a reputation. These companies are the big dogs, and Covetrus can't run with the big dogs. Customer Service is King, and I'm confounded that a company operating in 2023 can fail this hard at it. I eventually did get a full refund, but only after I called my veterinarian and they called Covetrus.

Been trying to get heart meds for my dog since March 10 2023 while on the road. After waiting in an unimproved campground for a couple wks, I had to keep moving on, so the order was cancelled, and a new address used for reorder. On arrival to new shipping address, package was supposed to be shipped overnite, but it never showed up. Then I picked a another location, and had it shipped to a Fed Ex spot, but order was sent UPS (without my aknowledment) so pkg had to be redirected to a UPS pick up point. Here I still sit in a walmart parking lot for 3 days. It was supposed to arrive again today, but was just notified that it will be another day. Dog almost a week without the meds..

My vet sent a prescription for insulin - a life or death drug - to Covetrus. Here is what happened: 1. I could not enter credit card information using any browser - it simply would not let you type numbers. 2. Their help desk closed at 2 on Saturday which was before the prescription was placed. 3. I left urgent messages and it took them a week to respond. 4. They sent the response ON A DAY THEY WERE CLOSED. 5. This used to be Henry Schein - a major medical supplier, I don't know who took them over, but a) they don't know how to make an e-Commerce site work, b) you can't trust them with your pet's life, c) If it takes you a week to respond to an urgent issue on medicine, you shouldn't be in business. 6. I had to find somewhere else to get the insulin for my pet.