Covetrus
Reviews and Complaints

I’m so very disappointed in the customer service and lack of truthfulness from this company. They said that I would receive a discount on ALL future orders because of a major screw up on their part and of course now they have said that was only for a couple of months. They are so very unorganized and the left doesn’t know what the right does. Their supervisor Dwight told me that I would receive the discount and now they are not honoring this. They are so very slow with orders and don’t seem to care about the pets , they only care about the mighty dollar. Horrible customer service and I will never order anything from them again.

First time order. LAST time order! OMG. After I order online on a Tuesday, I get a email message Friday after business hours that they are out of stock. And the wording pretty much says the drug "may" be in the following week. Then add another 3-5 days for the order so were looking at two weeks. BUT I ordered TWO drugs for my dog. So one is out of stock. Do they send the other drug that is not out of stock? NOPE! Lucky for me the vet office was open Saturday. She got me a prescription at Wallgreen's. So I pick that up. I call on Monday to cancel the order for the one drug since its out of stock. Not once do they tell me they are cancelling the second drug that supposably was in stock but who knows. Here is the bigger issue. This is a First time prescription for my 8.5 yr old Great Dane with a heart problem. Dan's only live 7-9 yrs. Gee lets just wait on the medicine for 2 weeks or so and not give a Sh*. Find out from your VET if the drug for your dog is also something used for humans. If so you can go to a regular pharmacy and NOT have to do business with a place like this. This business is ridiculous! This place should be shut down.

I have been using Covetrus for over a year now. My orders always take almost a week to fill and ship. I placed an order on 12/31 and my order has been stuck in "filling order" status since 1/01/2022. 5 days for my dogs'meds to not even SHIP yet?! Now my dog has gone 3 full days without her *** disease medicine and will be out another almost week by the time it ships. I have emailed, called, and tried the text "bot" to no success. It would be nice to at least have someone respond to my order. This is unacceptable, especially when I order over 200 dollars a month in meds, and they are always delayed. Not the shipping, but the processing time from placing an order to when it actually ships is constantly 4 or 5 days out. I will be using Chewy from now on for my pet needs.

I contacted Vet's First Choice twice, after waiting 10 days for my pet's pain medication to be filled and delivered. I paid $20 for two-day shipping. Yesterday I emailed to CANCEL my entire order. This morning I get a shipping notice for the prescription medication, but not for the non-prescription medication...Their customer service is a joke -- won't answer their phone, live chat not available, and no answer to emails. They may have gotten some money from me today, but I hope they are happy with that -- they will never receive another dime of mine.Looking around online, the vast majority of reviews are negative -- should have done my due diligence before using this company. But my vet uses them -- another business I will not be returning to anytime soon.Regards, ANOTER DISSATISFIED CUSTOMER

I'm beginning to think this company is a big scam or they are just incompetent. I placed an order on September 5th, but it never arrived. I made phone calls and used the tracking process on their website, which only showed that the courier had not received the package. They finally issued a credit and I reordered on September 14th, but the same issue occurred. I called again on September 22nd, and the tracker showed the same information. A customer service representative issued a 50% credit and promised the rest if the order didn't arrive by the 27th. I ordered 2 bags of Royal Canine Dog food that we actually received. I ordered a third one on the 18th, which showed up on the site as needing vet authorization this morning, despite them already having it from the previous orders. The representative said it could take 10 days. I sent a detailed e-mail to the company yesterday, September 21st, with no response. I'm now looking at Chewy.com.

How does this company have an "A" rating? Just like so many of these other reviews, I had to start ordering my dog's prescription food delivered and my vet uses this company. The first order I received no problem. The next order never was sent but my bank account was debited. I've tried numerous times to call them but spent an eternity on hold and never got through. I also emailed the company and just today (6 weeks since the order was placed...) I received a reply. They claimed they were going to resend the shipment at NO COST to me. Instead I was charged another fee for the food plus shipping! Immediately I tried to cancel the order but of course couldn't reach anyone to do it and there's no way to cancel on their website. So I called my bank and have put in a dispute for both charges. Give this company an "F-"! P.S. I'd rather not even give them one star.

They seriously *** in all ways. I didn't receive over $43 worth of product. Before that, I canceled my entire order due to their lack of integrity and mismanagement, I used their online contact form twice and never received an answer. You can't cancel online otherwise or through chat since they won't give you a live agent to complete the cancel process. They don't answer their phones. The reason I decided to cancel was because they didn't bother answering their online contact form, phones, and chat. I was charged for entire order. Took weeks to get after vet approved. A lady left a voicemail only apologizing order was late because it took so long for my vet to approve. That's part is true however she conveniently didn't address their fault in not acknowledging my cancellation, etc. When you have a sick animal and need items fast, they are not a solid company to deal with.

Covetrus is a terrible company that does not fulfill its orders reliably and does not provide updates to customers when orders are to go unfulfilled, which puts animals health at risk. I have been using Covetrus, at my veterinarians suggestion, to obtain medicine for my cat. Orders have been late on multiple occasions, and my latest order was never shipped despite them charging me for the order. (They even have the nerve to charge an exorbitant $13 handling fee, but then they dont actually handle anything because they dont actually send the product.) Additionally, despite their email communication saying their customer service line is open until *** ET, this is a lie; in reality, the service line tells callers that the business is closed even if you call far earlier than 8:00pm. So theres no means of canceling an order. This company should be shut down for endangering the health of pets.

My vet sent a prescription for liquid antibiotics 30ml. I placed my order and paid extra for 1-2 day shipping. Five days later and they finally charge my card for the total $44 the order, and Im about to contact them since its been so long and the meds should have already been delivered. Then I see that the $44 charge was refunded and a new charge of $75 was placed. Someone named *** from Covetrus then emailed me stating she took it upon herself to cancel my order and placed a new one for the same antibiotic/dose, but for 15ml instead of 30ml for nearly double the price. No one contacted me about this change. The company literally used my debit card unauthorized to place an order for 50% more cost for 50% less product. Not only is this wildly unprofessional but also illegal. Covetrus offered no solution or explanation. They claimed the medications were the same price which they clearly werent and offered free shipping but the price was the same, so it wouldnt have been free either way. This is an embarrassing degree of incompetence.

I will avoid using this company in the future. I received notice that my dog's renal diet was preparing to ship. My dog does not like the food and refused to eat anymore after getting halfway through the first bag, so I went in and sent an email on 12/7 to cancel the order. I never received any acknowledgement that the email was received, so I attempted the live chat feature, which was unavailable at the time. Received the food on 12/14, and as Royal Canin has a 100% satisfaction guarantee, attempted to reach Covetrus to see what I could do about returning the food. Again attempted the live chat feature and was told through the bot that I was being directed to a customer service agent, which then immediately through the bot again was told there was no customer service agent available and was disconnected from live chat feature. After 35 minutes on hold on the phone, I gave up. I will donate the food to my local dog rescue, however I am very unhappy with not being able to speak with someone and return a product that has a guarantee.

I ordered five cases of cat food as my initial order from this company to take advantage of an online 30% discount to the purchase price. Shipping time was advertised at 3 to 5 business days. 12 days later I called to inquire why I hadnt received my shipment. The customer service representative told me that the cat food was on back order and asked if I wanted to cancel it. After expressing my dismay and disappointment, I decided not to cancel the order. Today, 14 days after the initial the initial order, I received an email from Covetrus stating that my order had been canceled. Interestingly, I ordered the same cat food from chewie.com 3 days ago and already received my order. It seems as though this company, Covetrus, offers a substantial discount to entice prospective customers to place an online order with no intention of filling it. In this way, they boost their sales revenue by recording the sale and charging the customers credit card at the time of purchase. This is a classic sham to increase revenue without incurring the real impact of a hefty discounted price.

This company is price gouging as far as I am concerned. I was on Auto ship for my pets Heartguard medication. The first order was fo 5 chews because the vet needed to see my pet in order to fill the prescription for the normal 6 month supply. At the time I thought it was expensive but knew it was for single doses so I let it go. This time the auto ship was again 5 doses which was incorrect. My vets office specifically called me to say the prescription had been changed to a full box of 6 chews. Covetrus charged me $94.75 for the order. Again I thought the price was too high. I checked Chewey and there price for a box of 6 chews was $42.99 ($40.84 on auto ship). My vets office charges $48.00. I called Covetrus and complained about the pricing and that the order was wrong. I might as well have been talking to a wall. After reading other reviews I see Im not alone in my opinion of this company. I told my vets office about this and said they should not have their name affiliated with Covetrus as it might reflect poorly on their reputation. I will never do business with them again!

On June 28th, I ordered the early cardiac dry food and the I/D low fat prescription diet canned that my veterinarian recommended. They did not have the cans in stock, but they did ship the dry food. This was for my chihuahua who passed away Aug 3 at the emergency hospital from a massaive heart attack. He had been diagnosed with MMVD in April. I came home from the hospital and went on the computer to cancel this opened order since June 28th, and also removed my pet from the website. The next week I received 2 emails that they shipped this order and it had a tracking number to it. I could not get through on the phone, so I called my veterinarian and they called to straighten it out. They said they really were not shipping anything, but had to send the emails with the tracking number. In all my life I never had any company so incompetent and uncaring as to make believe they sent orders out for my beloved chihuahua who had passed the previous week. At least they could have warned me beforehand that there was nothing coming and to ignore the emails. I am vowing to never, ever, purchase anything from my vet's website again.

I received an email reminder in which most businesses will give before recharging your card. My cats were not eating their diet dry food, so I decided to cancel the whole auto draft at the time I received their FIRST email. I thought this would be the end; then, I received another email DAYS later stating they were sending out the order. I didn't think anything about it, since I knew that I had cancelled. Being real busy, I just thought everyone would see it was cancelled when they went to process. When I did have a chance to wait on line for a long time, I was told that I didn't cancel on the first email but on their second email in which was an out right deception. Plus, the lady on the phone was talking to me like "one" would talk to a CHILD, and she was made of glass, and I as stone. The main reason why I am writing this is because they became deceptive on when I cancelled my order. She said that they would give me 50% off since shipped, but I am yet to see that too. Listen, I only wanted them to acknowledge when I cancelled. I can live without the 50% off. At the same time, I don't appreciate being talked to like I am a child. Keep that for your child!

My vet uses Covetrus for their online pharmacy. I had a decent first experience with ordering flea/tick preventative medicines, so when my vet recommended Royal Canin Gastrointestinal, I decided to set up an auto-ship through the online pharmacy. I did see that Royal Canin was having trouble meeting demand, so I knew there was a good possibility there would be a delay. In the meantime, I picked up some food at a local store to bridge the gap. Well, that food ended up being fine, so I contacted customer service to cancel my order since it had not yet been fulfilled or shipped. I was told that the order had been immediately transmitted to the manufacturer, so there was no way to cancel it.Here is a timeline:8/12 - Order placed 8/16 - Contacted customer service to cancel order. Told order would be delivered by 8/24-8/27.9/1 - Received email stating order had shipped, with *** Tracking #.9/7 - *** Tracking still not updated (in other words, they still don't have the package). Shipping is 3-5 business days and they still don't have my package, so I would bet money that I still won't have the food by the time it has been a full MONTH since I placed the order. This is very poor business practice and I'm seriously considering a chargeback. The delay has been so long that there was definitely ample time to cancel my order, despite their categorical refusal.

This company is a rip off. I bought one comfortis flea treatment pill from my vet and I ordered the rest through my vets online service through covetrus. My dog had a bad allergic reaction to the flea medication. I ordered $150 worth of comfortis pill on Friday found out my dog had an allergic reaction . He was itchy, had hives, big bumps, balding all over his body and bleeding from the bumps. I called on the weekend to try to cancel my order. I couldnt get ahold of anyone. I sent in an email and they never replied back until a week later. I called customer service Monday morning and told them I need to cancel the order due to allergic reaction. They made me file a claim number to try to get me refund back. They never sent me the email that my order was on the way but told me they cant cancel it. As soon as I hung up, they emailed me the confirmation of the dog flea treatment in the mail. After filing the claim number , covetrus would not refund me the whole amount of $150. I got back $37 only. They said it is because they are not sure if this is the same drug given by my vet. It is the same drug and lot number . Why would there be any different drug given from my vet when this online place is the same as my vets office. I am disappointed, upset, dissatisfied with their service . I wasted my money. This company is a rip off. This is how they collect your money. Even when you didnt even receive or open the rx, they wont refund your money. Ill never buy from this company. You been warned about this company ! Dont waste your time and money. My poor dog suffered badly and still itchy, bleeding from his bumps , and balding all over his face and body. They ask me to throw away the new boxes of comfortis or send to the vet . Wont get money back, scammers!

I had a scrip for my cat on auto-shipment. Shortly after I got a shipment I received an email that another shipment would be filled shortly. To their credit someone called me and asked if this was correct and we discussed and agreed on a late November shipment. In retrospect mid November would have been better, but there is an issue with the shelf life. Last week I got an email saying it would be filled on the 24th. Fine. They waited until the 24th to do a dry run on my credit card and emailed me that it had been declined. I had gotten a new card and had not updated the expiration date so no problem there on their end except that why wait until the day a med is supposed to be compounded to do a dry run on the card? I didn't see the email until late enough in the day on the 24th that it wasn't feasible to get it out that day. They agreed to expedited shipping at no cost so going out on the 25th would have worked given that the cat still has a few days in the old bottle. I get an email on the 25th, again that I don't see until late in the day saying that the quantity (60mL) would be too much given the shelf life and dosage and that a 30mL bottle was more appropriate. We had had this discussion on an earlier shipment and one would think that the auto-ship order would have been amended, but apparently it was still for the 60mL bottle, hence the delay while I state the obvious that I want the 30mL instead. It is late the day before a holiday and am now told that it will probably not be compounded until next week, by which point even with expedited shipping I will have run out. In retrospect when I got the initial email stating that it would have been filled on the 24th I probably should have called them, but why is it necessary for the customer to be proactive to make sure that an auto-shipment is problem-free. Why does Covetrus not do a dry run on a payment for an upcoming auto-shipment order a few days ahead of time? Why did they not amend the container size after the earlier episode?

I have TRIED to use this company on and off for over 9 years. I am a special needs Hospice for rescue animals and have required meds for them, however, I changed after three times using them due to poor service and and the "don't care" attitude they took, and that was when I lived on the area they were in and would personally pick up the medicine, and before Covid as well. If you look at their employee reviews, you can see why the employees don't care, ,but my animals should not have to pay the price for their companies internal issues. Since Covid, it has only gotten worse... they still don't care, and now use Covid as an excuse for their shipping delays, but I know my vets personally and have for 30 years... The delay is THEM/Covetrus. Oh JOY! They will ship your meds express for no additional charge during Covid... Uh, no, they are adding it to the cost of the meds and shipping the same speed it always takes to get here, I have all of my records, and I can see the cost difference... based on the previous costs, the difference of when I was paying freight and now that they are is a matter of pocket change, so yeah, it isn't free and that is false advertising. Not to mention that after the two week delay (for AUTO SHIP AT THAT!) the express shipped, but with no early service, so I have now spent my ENTIRE day off waiting for UPS to come (must have signature) and it might not be until 9 tonight! Seriously, if it had been a working day I would have had to take a day off, or wait until tomorrow when, oh no, wait... again, NO PROMISED TIME OF DELIVERY. I have reached out to then twice with no response regarding the issues I have had with them and advised my vet as well, I will personally take the script to another Compounding Pharmacy from now on, don't care if it costs more. I will NEVER accept a prescription from this company again. If you care for your pets, you wont either... My dog has seizures without these meds, and no thanks to them she has been without meds for 3 days now, and I hold them DIRECTLY responsible for the decline in health due to lack of medication because of their inept procedures (I ordered two weeks ago, and yes, you read that right... I had to ORDER something on autoship, that makes sense, huh?),Stay away from them, call *** Pharmacy, use a "human" Compounding Pharmacy... But if you care at all, DON'T use these people.