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 Having Smokin Bandits
Posts: 4572
  
Location: Woodstown, NJ | I ordered medications from a pet pharmacy in California. I ordered over the phone from the barn with my vet standing next to me. I paid with my Visa debit card. A week later they were in my mailbox. It was ninety degrees that day, which is the norm for the summer, and hotter in the mailbox. The medications were hot. I was surprised they weren't in a protective sytrofoam cooler. I was also surprised that the mailman didn't knock on my door and give them to me. The labels said they shouldn't be kept over 85 degrees. I was willing to keep the topicals but afraid to use the injectibles. I called the pet pharmacy but they refused to switch it out. They said it says on their website that you should ask for a special shipping container in inclement weather. Number one, I have never been on their website, I did not order from the website; I ordered from the phone and the order taker did not tell me I should request a special shipping container. Number two, it was not "inclement weather." This was the norm for most of the country in the middle of summer. These are the professionals. You would think they would know how to ship medications.
They told me to call the manufacturers to see if the medicine was any good and I did but of course they said not to use it--it's not safe or effective. I called them again but they said they wouldn't take them back, then sent them an email requesting they exchange at least the injectibles and pointed out that I have purchased from them before (but not these type of medications in the summer) and my vet gave them many renewels for what I had ordered so I am a good customer. But they didn't care. Said sorry Charlie, you're stuck with them.
I tried to disupte the charge with my Visa debit card but my bank informed me that the Visa debit card does not work like a Visa credit card. If they hadn't sent the products at all, I could have disputed it, but there is nothing they can do for any other problems.
I am really mad that they are getting away with this. This would be like if someone ordered a glass vase from Macy's and they don't wrap it in bubble wrap and you open the box and it's just in there unprotected and all broken and they say it's your fault, you should have asked for protective wrapping.
I will look into contacting the Better Business Bureau but does anyone else know of anything else I can do? If anyone wants to know the name of this company, PM me. |
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Elite Veteran
Posts: 629
| You may have said you did this, but did you ask to speak to a higher up? And if they give the same answer, go higher, and higher? Maybe then you'll get a different answer?
If that doesn't work, definitely pursue the BBB route. But also, do you have a news station there that deals with this sort of stuff? Here ours is called 5 on your side, but the 5 is just because that's the number of the channel. Basically, after they have demanded to do nothing for you, tell them you will take their name public if they refuse to make this right.
Also - again, you probably said it, and it wasn't clear. When you talked to them, and they said that it says on their website to request special shipping, that you ordered over the phone and never went on the website? In that case, the person on the phone taking the order should ABSOLUTELY have asked if there were any special shipping requirements. Not because of the type of medications, or not that they should know how certain medications will react in heat/cold, etc. You can't expect that of a phone order taker, their not vets or chemists. BUT, something made visible and available to online orders, should be made available to phone orders as well.
Good luck! |
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  Neat Freak
Posts: 11216
 
Location: Wonderful Wyoming | You can dispute most anything with your credit card company. State that you did not get what you paid for. You paid for a viable vaccine etc and did NOT get that. |
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Having Smokin Bandits
Posts: 4572
Location: Woodstown, NJ | Wyoming, it was a Visa debit card, not a Visa credit card. I just learned that you don't have the same kind of protections with a Visa debit card that you have with a Visa credit card. The bank told me I can't dispute it. The only way I could dispute it would be if the company didn't send what I ordered at all. But you can't dispute for any other kinds of problems like something broken or not as described, etc.
Outlaw, no, I was never on their website in my life. Someone gave me their number initially and I've been ordering from them over the phone. |
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 Take a Picture
Posts: 12842
| I am sure that you can order from Jeffers or Valley Vet. I have called them about several different issues and never had a problem. They sent new medicine immediatley. One time it was clearly the fault of Fedex
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 Elite Veteran
Posts: 1182
Location: Do I hear Banjos? | You should posts the name of the company. They deserve the bad review and other will appreciate not getting screwed over by them in the future.
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Having Smokin Bandits
Posts: 4572
Location: Woodstown, NJ | Streaky, yes, I will try them next time.
TrailGirl, I don't think I'm allowed to do that or else I would. I'll just say they are in California. People can PM me if they want to know more. |
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 Extreme Veteran
Posts: 312
Location: KS | I have used Valley Vey, out of Marysville, KS and also Santa Cruz out of California. Never have I been sent vaccines without the correct packaging. And everything is next day aired if it needs to stay cool. Had a package once that didn't show up the next day, tracked it and I could see it was sitting in another town, I knew it wouldn't be good by the time it got to me, but they caught this on their end also, sent another package out right away and had the other sent back to them. I d be irritated to if I were you, very unprofessional of them. |
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 Elite Veteran
Posts: 929
| Do they have a facebook/twitter page or review page? IE: yelp, google, an internal one, etc. Post a bad review and watch how quickly your situation gets taken care of.
This is ridiculous...I can't believe they didn't send it with a little ice pack. They could easily take it back and send you a new one and write this one off. I bet they think you used the item or something and are wanting free ones. Lame. ZGood ol California...I hate this state. |
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Having Smokin Bandits
Posts: 4572
Location: Woodstown, NJ | Oh, I keep forgetting to post something on their Facebook page. I have to do that.
By the way, I noticed on the box it says "temperature sensitive." Well, what good does that do to just stamp that on there if no one is actually going to abide by what that implies? |
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boon
Posts: 2
| I've worked for a mail order type pharmacy before and they should absolutely be taking responsibility. They should have compliance with the FDA to ship medications in the appropriate containers and keep it under the right conditions, ESPECIALLY if it was temperature sensitive. We would have sent out a new vaccine to you with an ice pack (yes, we use them and they're cheap!!) right away, no extra charge. They definitely make enough money to eat this cost. |
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