EntirelyPets Pharmacy

IF YOUR VET RECOMMENDED THESE PEOPLE. BE SURE TO TELL YOUR VET HOW IT TURNED OUT.

I WILL UPDATE THIS FEEDBACK WHEN I SEE HOW IT IS HANDLED.

I needed an antibiotic for my dog. The first time I needed medication for her, it was sent in TWO DAYS. I felt I could TRUST them. I paid for a rush order and paid the extra for it. Daisy can't run out of the antibiotic. I only bought 3 days. Please advise.

1. Stated not sent back until yesterday. FACT: The didn't request it until the next day,
2. Then when I spoke with them again today since EntirelyPets Pharmacy didn't call back as promised they said they only got back a blank piece of paper. I don't believe that! I asked why they wouldn't have called them back.
3. They said the doctor was gone for the day.
4. They would try again tomorrow.
IF it's important don't do it!

If you are in any hurry at all for your medication, DO NOT ORDER FROM THIS COMPANY! I placed an order 2 weeks ago and paid extra for express shipping because I needed the medication quickly. After sending 3 unanswered emails, I sat on hold for over an hour before finally speaking to a customer service representative who told me that EntirelyPets Pharmacy had called and sent a fax to my vet's office and they hadn't responded. This sounded odd to me because my vet's office is very responsive and knew the urgency. So, I went to my vet's office myself. They had not heard from anyone, as I expected, so they called and left a message for the pharmacy (that was the only option). It has now been 4 days since that and I'm still being told that my order is processing. I have had to spend over $300 at a local Walgreens to obtain medication for my dog to take while I wait for my shipment from Entirely Pets. This company is awful.

Extremely disappointed with this company. EntirelyPets Pharmacy have good coupons and low prices but don't update their website to reflect when items are out of stock or back ordered. Twice now I have placed an order only to find out a week later that my shipment is being delayed because an item is on back order. This last time I called asking if the in stock items could be shipped immediately and was told they could and would be. A week later, I've called numerous times and keep being reassured that the in stock items, which happen to be HEART MEDICATION FOR MY 14 YEAR OLD DOG! Are being processed only to speak with someone later to confirm only to find out that they in fact still have not shipped! I was actually reassured twice that they without a doubt would ship today, only to call back later and be told that they "should" ship in two days! If you try to speak with a manager or supervisor you're told that they aren't in at the moment. I've been trying for almost two weeks now to get medication that my dog needs to survive, medicine that I have paid for yet still have not received and that hasn't even shipped yet! Definitely would not recommend this company if you need medication because it's questionable as to if and when you'll actually get it!

Since I've used and have been quite happy with Entirely Pets selection, cost and customer service in the past, I thought I'd try their pharmacy website. BIG mistake!

According to their website:

"Please allow up to 3 days for new prescription verification and processing. If you have a prescription on file, your order can ship out the next business day.", and

"We generally ship orders within 24 hours after EntirelyPets Pharmacy are placed."

Ha! So not true in my case.

I ordered 2 pet Rxs on 1/22/17.

Since then, I've been trying to get status on this order for over 3 weeks. They finally charged my credit card on 2/8/17 and said that it had shipped (after several previous phone calls to them where they also told me it had shipped).

Three days later, I emailed them asking where my package was or what the tracking number was. I did not receive a reply.

After not receiving the package 5 days after it was "shipped" (I'm in a 1-day delivery zone for First-Class USPS, BTW, for this location), I called my credit card company to cancel. The credit card company then called Entirely Pets to try to cancel and they were told it had shipped and therefore I can't cancel for a full 14 days after they said it had shipped!

So, after being led to believe that a time-sensitive pair of prescriptions would be sent out within a few days, it'll be one full month next week before I can contest the charge. I was also directly told by Entirely Pets on the phone that the items had shipped, when in fact they had not.

I now have to go elsewhere for these products, as we're almost out (good thing I ordered over 3 weeks in advance) and likely will still have to again deal with the credit card company next week when I don't receive the Entirely Pets order after one full month.

One of the worst customer experiences I've ever had.

(I've attached today's online status for my items. Note that it says "Warehouse" for all of those items that are pending. This means either: their online status checker is wrong, or they lied to both me and the credit company).

Sent two 240 pills bottles of pain medicine within 1 and half week apart, after I asked them to cancel 1st one, since vet was out of office for 16 days and my dog needed renewal before that. I went to 2nd vet to get renewed. But still sent 1st order, after vet came back. What pharmacy would not question this, and send out more! My daughter is a Dr. of pharmacy and would of never of did this without calling patient. Are EntirelyPets Pharmacy really pharmacist? Don't use. After I called Entirely Pets about taking back 2nd pills back,(my dog will probably not live that long but miracles still happen) they refused. Then said they call me back. Well, guess what? Never received call, They got an extra $150.00 so why would they care. Anybody out there, stay away!

We received all of the items as ordered. Took about 4-5 days. Originally the Belly Bites were on back order for 2-3 weeks? BUT, EntirelyPets Pharmacy did come with the order. Great! Less expensive than buying in the local pet store, at least for the products I ordered.Our Gordon Setter loves the Large Greenie Bones. Helping with her teeth care! The only downfall was the fact that Entirely Pets did advertise that they would have Pharmacy products for my state. I ordered them along with Greenies etc. but I soon got a call from a CS person saying that we were not approved for pharmacy products in the state of Maine. This was disappointing and even though the CS person apologized(not their fault anyway), management should not have sent our emails advertising pharmacy products to states that are not approved. It is a waste of time for the customer and the company. I had to place a pharmacy order with another company.

My dog requires Azodyl which needs to arrive cool. This is my third order from this company. This order was shipped on a Tuesday and did not arrive until the following Monday. My husband and I stayed available for pickup throughout the weekend and put tracking on USPS to notify of delivery. I contacted the company on Saturday and was told that on Monday EntirelyPets Pharmacy would reissue for lateness of product that if it did arrive to open the product and smell it. On Monday when delivered I contacted again and was told they do not reissue that the shipping was fine 4 days delivery is 4 working days and Monday delivery was within their timeframe so basically stuff it. I was told if they might reissue I would be contacted that day via email and called if they would not - still nothing.

Also their web-site I could not get to function and receive the Labor Day discount. Anyway, if you are counting on a live probiotic for your dog order closer to home. USPS also put the product in the sun... our summer heat here in Texas is over 100.

I am now stuck with 2 bottles of Azodyl that I have not clue if the probiotic is live. Will not use this company again.

I have used EntirelyPetsPharmacy before. I have had to stay on top of my order and usually make an additional phone call but receive my order. I tried ordering medication for my dog 2 weeks ago. I had trouble with the website so I called and placed my order with a customer service rep. I was told I would receive a confirmation email by the next day which I did not. I made a phone call and was told EntirelyPets Pharmacy have my order I should get my email within a day or 2. Waited and still nothing. Another phone call, waited 30 minutes on hold, and was told they needed to talk to IT but would call me back in the morning. I waited and when I didn't hear anything by the afternoon I called them again and was on hold for 40 minutes. This time the representative told me I had no order. He was very short with me acting like I didn't know what I was talking about. I will not use them again!

I've been a loyal customer for 6+yrs. & never a problem here (Although I had a similar problem at California Pet Pharmacy). This last time however was an absolute nightmare experience. My latest order was Ordered On: 06/20/2018. Vet was notified to fax prescriptions in for fulfillment 06/21/2018. EntirelyPets Pharmacy faxed scripts in on 06/21/2018. Nothing. I waited about 7 days & still nothing shipped. I contacted EP & was told they were waiting on scripts. I called vet & was told records indicate they were faxed on 06/21/2018 & assured me they would re-fax. I called EP next day & was told they were still waiting on fax. By this time, my 17-1/2 yr. Old little girl running out of heart failure medication she has been on for 6yrs. Or so. Long story shorter, EP changed their story a few times regarding why my medicine wasn't fulfilled, my vet isn't happy with having to waste their time & my old girl went 7 days without her medicine. All that & to top it off, they were suppose to priority mail the order & it went 1st class leaving her an extra 3 days without her meds! It gets better, they ended up shorting me a bottle of 50 pills that that were checked off as shipped on the packing slip but were not in the sealed shipping envelope. When I called, the pharmacy came across as insinuating they were in there when they clearly were not. Made me feel like a crook with their mistake! I had to end up taking pics & emailing them to them to prove there wasn't 2 boxes taped together because the pharmacy said that's how they had been shipped. What a friggin mess. I ended up receiving the missing pills 4 days later. Now that's service. Too bad the whole order didn't get fulfilled & ship so quickly. It seems to me that 1) They have been bought out by someone who squeezed the help down to nothing to maximize the profits or 2) They've lost good help & haven't been able to find adequate replacements. Mind you, all the people I talked to in customer service or pharmacy (same people answered regardless of what dept. your press) were pleasant & seemed to genuinely want to help but they were definitely limited. I got everything from a new system being implemented, to pharmacy going through a change, to a change in management. In all reality, it appears that a management type company may be running the show (HealthyPets, Inc). My impression after researching the company a bit, is management may be more interested in targets & numbers. They don't score very well from some of their employees point of view. I do know it's a real bummer. A company I've dealt with extensively seems to have really taken a nose dive. The employee that helped straighten the order out seemed to care a good bit, but not even an apology from anybody in management. I do know that I will never tolerate such behavior as the pharmacy in my own company. We all make mistakes, but 1) You NEVER lie. 2) You solve the problem as quickly as possible, within a reasonable expense. 3) You follow up, listen, discuss the problem, let the customer know you have taken steps to assure it never happens again! Thumbs down in all areas with this order. I wouldn't tolerate this type of purchase for my own family & I sure as heck won't tolerate this treatment for my pets! Hopefully it's not the new normal for them or I will take my business elsewhere. Gail.

Placed and order Sept 02. I called the customer service dept after 5 days when I noticed that the status was still pending. I was told that the vet approved the order that day; the product would be shipped within one day. Two days later no change to the status, I called again.

The prescription was on backorder Sept 02! I was NOT notified of this, yet my credit card was billed the same day, before my vet approved the prescription! Companies charge the credit card when the product is shipped, not before! EntirelyPets Pharmacy failed to communicate about shipping, yet the email I received from them stated, If we have any difficulties with this (the order), we will either call you or email you again. Never received any communication. In their web site it states, We do not bill customers for their order until after the products have shipped. Clearly this did not happen!
I asked them why they didnt contact me. Their response, " I am sorry for the inconvenience"; they would send the product when restocked. They had no idea when that would be.
I asked to speak to the supervisor! I was told me that he had left for the night, it was only 5 minutes before closing and they only had 3 customer service reps, two were new. I then asked to speak to the person she reports to when the manager was not available. No response.
I have been a manager for CS for 15+ years, there is always someone assigned for escalated calls such as this one. Needless to say the next day when I spoke to the manager the order was cancelled, refund to my credit card and the manager was to call my vet to explain that the order had not gone through, that another company would make another request. Still waiting to see that credit on my credit card!

Placed an order on 12/2 for standard medication readily available at most stores (Sentinel). Was charged immediately, notified shortly afterward that EntirelyPets Pharmacy contacted my pets' vet. I then had to mail the prescription to EntirelyPets Pharmacy. A week later I received a notification that they had yet to receive my prescription to which I responded to check the mail. I then received a notification of my order for Sentinel for 2 dogs would need to be split because of lack of stock 12/19.

It is now 12/30 of which my pets would take their medication and EntirelyPets has told me that the manufacturer is at fault and they are causing the delay in my product being shipped. I've never had this issue with another online pharmacy. Would hesitate to order from EntirelyPets again or if you were needing the medication in a timely manner.

A shame that a company charges for a product they cannot ship. Seems sketchy to me.

Just got off of the phone, and customer support said that it will still be a few weeks more.

Update: 1/14/2020 I'm still waiting on half of my order of Sentinel. I've been contacted numerous times by a representative that was under the impression that my entire order was shipped. When trying to call the 800 number back and enter the extension, it immediately disconnects the line. (Tried multiple times) Had to contact the rep through email. Unfortunately for my pet, this company still has growing pains.

Update: 1/28/2020 I've contacted support again to ask about my shipment, I've been told this is their highest priority. Still have NOT fulfilled my order.

Update: 2/5/2020 Half of my order has still yet to be shipped. OVER 2 Months! They've went back to one of their original excuses that my prescription needs to be sent over. That's funny, because I sent over the 2 prescriptions and was told the same thing when I asked about shipment. It wasn't until I told them to check their mail that they shipped out 1/2 of my order and told me that the other would be shipped out when in stock.

I ordered several pharmacy items for and old horse that has been suffering from various ailments a month ago. EntirelyPets Pharmacy are incompetent and offer zero communication to there customers. My vet approved 4 of 5 items I ordered. I was not aware the 5th item was not approved until my order did not show. I then called and explained that I needed the other items ASAP, because my horse was suffering. I also offered to pay extra to expedite my order. I explained in my order that USPS did not deliver to my home address and it would need to ship via FedEx or UPS. They said they would send out me order ASAP. After a week or so, my order did not show. I looked it up and they shipped it via USPS (as I instructed not to do) it was returned. I wrote to Entirely Pets explaining the situation. I never received any response. Today, I called them for the 3rd or 4th time and I discover that the items are not even in stock! NO ONE EVER TOLD ME THE ITEMS WERE NOT IN STOCK, I WOULD HAVE GONE ELSEWHERE WEEKS AGO! The only reason I didn't change pharmacy was because they already had approval from my vet and I thought it would be quicker. THESE PEOPLE ARE INCOMPETENT AND IF YOU WANT TO RECEIVE AN ORDER IN A TIMELY MANNER, GO ELSEWHERE. THIS PLACE IS A JOKE!

I had a horrible experience. Order was place on 7/4/2019 and it was never completed.
First EntirelyPets Pharmacy misplaced a prescription for pain medication for my dog. By the time they found the prescription a week later, it had expired.
Second, on a second medication which had been back-ordered for 6 weeks, and had no ETA, they recommended that the prescription can be transferred out. I initiated the transfer to a local pharmacy but after 3 days and multiple phone calls thru customer service and to Entirely Pets pharmacy, it too failed. They first said that it had expired. I called again and confirmed that it was good for another 3 months. Then when the local pharmacy contacted them again, Entirely Pets said they they could not find it. It's been 7 weeks and the level of incompetency is not acceptable.

It may be cheaper than others but I am not ordering from them again. The first time I ordered from EntirelyPetsPharmacy, it was very complicated and EntirelyPets Pharmacy were very slow at processing my order. Overall it took EntirelyPetsPharmacy 9 full days to ship my order. The second time I ordered from them, it took them 3 days to fill my order which is much better but I had to call them after they sent me an email saying that they were waiting for approval from my vet (same story as my first order). This was a refill, so I thought the order didn't need my vet's approval. The attendant was rude and he patronized me. "For your future reference, check if your prescription has refills", he added in a very condescending way (yeah, because I am so stupid and I need you to future reference me!). While I understand what he was trying to say, that is not the way you speak to any customer. Second, they claim to fax a requirement to your vet within one hour of receiving an order. This isn't true, they take days to do it (2 days in my case). Maybe all he had to do was apologize for sending the fax request to my vet 2 days late and that they were working on improving their service and that they valued my feedback and hey, here is a coupon for your next order for your inconvenience (not necessary but that is what customer journey experience is all about: customer loyalty). I was nervous because the first time I placed an order with them, I was forced to do a small refill somewhere else since I could not rely anymore on EntirelyPetsPharmacy's timing (so my pooch's medications ended up being much more expensive). While perhaps other pharmacies will be challenged too, I just can't endorse establishments that treat customers as if they are dumb, stupid or are just plain wrong. So I will take my business somewhere else. Smart attendants that are not well trained and are not capable of assuming any responsibility on behalf of the company they represent, patronize customers and blame anyone else for their lack of performance according to their offerings and that use unfortunate phrases on disgruntled customers do not deserve my business. For me, my peace of mind is more important. Thank you for all that it was, EntirelyPetsPharmacy. I hope you consider this feedback to improve.

EntirelyPetsPharmacy was a nightmare to deal with, couldn't manage a simple automatic Rx for one medication, and showed absolutely no interest or sense of urgency when it came to fixing the issue. I wouldn't trust them with any important Rx that a pet must have daily; between the "system issues" (according to them) and all the human errors EntirelyPets Pharmacy not once sent an auto-shipment order on time and never notified me of any issues; I never found out about anything until not receiving the Rx and calling in to find out the order status.

The original credit card number I gave them was lost and replaced with a new card with a new number. On 3 different occasions I called them to give them the replacement card number yet they continued to use the bad card number repeatedly which of course declined; they never contacted me to let me know a charge had declined, and their explanation for not updating the card number after three different calls was "system issues".

EntirelyPets doesn't seem very good at managing their business and never showed any urgency about my dog getting her medication. Every time I spoke to them it was like groundhog day with the same mistakes over and over and no one sounding like they even cared. My dog's health is too important to entrust it to a pharmacy that is both incompetent and apathetic.

I placed an order for medications and a joint supplement on Oct. 2,2020 using a 15% discount code. I was charged the full amount without the discount and was told I would receive the discount when the rest of my order shipped. The joint supplement never shipped. I emailed on 10/23 - no response. I chatted with an EP rep on 10/29 when I was told I would receive a refund for the undelivered items - no refund. I chatted with another rep on 11/12 and was told I should have a refund the following week - no refund. Finally, on 11/22, I gave up and filed a BBB complaint. The horrid customer service alone should put this company out of business. DO NOT BUY FROM THEM! There are much better companies out there.

This was the absolute worst customer service experience I have experienced. I ordered meds for my dogs on 4/15/2017 and the order is still "Pending" to this date, 5/24/2017. I have contacted them multiple times via email and have not received a response from them in weeks.

We called them last week and EntirelyPets Pharmacy claimed that their system was down. They called back and claimed my wife put in a separate order who never did such a thing. I then received a call from a rep who was clueless to the situation and didn't seem to understand that the order was placed on 4/15. She then said that they will have to fax the subscription, once again although my vet had already acknowledged the previous faxes.

By the way, Entirely Pets doesn't call your vet's office to verify they received the faxed prescriptions, they just constantly send the faxes. That's terrible customer service and if it's not a policy of theirs, then they need to make it one. Waiting weeks just for the vet to send back the fax is unacceptable. Do your due diligence Entirely Pets.

Since my vet's office had closed for the day by the time EPP finally reached out to me, she said that they will have to until Monday. I followed up with EPP again Tuesday (yesterday) and I still did not receive a response. I am now cancelling and never shopping with this company again.

We need potassium gluconate for our dog and we have ordered a couple of times from EntirelyPets. It is very difficult to find i Europe. Last was in November 2018 and I still haven´t received the tablets. After more then 30 emails, EntirelyPets Pharmacy have responded to maybe 5 and several calls they responded yesterday and canceled my order. They state in their policies that they will not charge you before they ship the goods and yesterday I had enough. I asked if I could charge them interest from my ordering date until now and they canceled my order. I have never in my 30 years in financial industry experienced a more arrogant attitude and lack of customer services as with EntirelyPets. I sincerely hope I never will have anything to do with them again.

Order was cancelled twice due to backorder. I was told it would be at least two weeks until meds were back in stock. The first time the order was canceled I called and was told yes the lower dosage med was in stock but would be a higher price since we needed more to make up the prescribed dose, so I reordered the item immediately with some changes dosage parameters. I confirmed "are you sure you actually have this in stock?" and was told "yes we are sure". I was so ecstatic because we desperately needed this drug for our pet as we had less than 10-days' worth at our house. Then my order was cancelled due to backorder within 24 hours of placing the second order that I was told was "definitely in stock". So, despite doing my due diligence and calling numerous times to confirm availability because we needed the drug urgently for our pet, I was still left without any knowledge of when it might be in stock again. I had no choice but to then order from a compounding pharmacy due the the urgency of needing the medication. Then all of the sudden a day later I receive notification the medication was shipped. I'm thankful we got it, but a little better understanding of the order schedule and backlog list would be helpful to have when attempting to provide customers with the most up to date information so that EntirelyPets Pharmacy can place their orders with that knowledge in mind. I am thankful EntirelyPets can still offer a discount as the dosage I need is still unavailable and we have to purchase larger quantities of the smaller dosages which results in a much higher price (over $86 each order). Sad that the medication companies are able to price gouge desperate pet owners for this life saving drug. Suffice to say, I have cried many tears of frustration, desperation and anger over this situation. To be fair, I don't think EntirelyPets is entirely to blame here given the drug manufacturers shortage, but I think should be more firm in demanding information for its customers like when they are really getting the medication in.

I ordered two items from this company on March 6,2020. I haven't received my order and have made several attempts at following up. You have to hold up to 45 minutes before anyone talks to you. My UPS tracking indicated yesterday the product was being returned to sender due to insufficient address. One of my 30 minute hold phone calls was to correct the address. I sent two emails with my correct address, still was shipped with just my city and zip. How could EntirelyPets Pharmacy possibly ship out a $70.00 order like that? Today the CSR talked over me the entire time and wouldn't listen to a word I said. I'm thoroughly disgusted and will take this to FB and The BBB. Please don't order from this company. This isn't over yet but I'm sure they will learn they messed with the wrong person.

Item was listed as "in stock and ready to ship" when I ordered. Then I get a backorder notification. No one can tell me when the item will be back in stock, and my dog is running out of her current supply. After several days of trying, I finally find out the item was back in stock two weeks later. I was told EntirelyPets Pharmacy are processing back orders and would ship them out within 24 hours. Then they told me it would ship Wednesday, then Thursday, then suddenly on Friday the item is out of stock again. I have email receipts of chat transcripts with agents assuring me my order would ship out, then next thing you know, someone else is telling me something different. Appalling customer service, and I've never seen a business be so completely inept at managing inventory.