EntirelyPets

I made a purchase with a discount code EntirelyPets offered and a $10 gift card. During check out, there were 2 fields for discount code and/or gift card #. After I entered them, the checkout page was updated to reflect the correct total. However, my real charge was NOT the same as what was shown on the checkout page -- the $10 gift card was not counted.

I chatted with their agents twice, sending them the screen shots of the checkout page, but was told there is nothing EntirelyPets can do because they "can" only "honor" 1 discount.

First of all, why is a gift card considered as "discount" is beyond me.

Second, there should not be 2 fields offered if only one will be accepted. Definitely they should not have "accepted" status.

Third, which bothers me the most, why was I shown a total with both taken into calculation then charged a different amount?

Fourth, even after I pointed out the errors of their system, there is still "nothing" they can do? Really?

Please stop ripping your customers off and "honor" the price you gave during the checkout process.

I've been dealing with Entirely Pets & Healthy Pets for a while now. My little 6 pound Italian Greyhound is 14, has kidney disease & is totally blind. I've talked to many agents & most are wonderful, but you've hit the jackpot if you're lucky enough to get Amber as your Customer Support Agent! She is AMAZING! During this Covid-19 pandemic, I had placed an order for the main supplement that was helping my dogs kidney functions SO much. It didn't show up & I waited & waited & finally looked up my acct. & saw that my order had been CANCELED! I called in, & the guy I spoke to PROMISED me that it would ship on Friday, July 3rd. So, on Tuesday, July 7th, I thought I'd call in just to make sure it did, in fact, ship. NOPE! Now, I was being told that this product is was Out Of Stock, Everywhere! I was frantic! Now, the guy I'm speaking to tells me that this new product is EXACTLY the same product that I've been using all along, it's just had a name change. Oh! Ok! If that's the case, send me that! Well, after I placed my order, I looked around & realized that it WASN'T the same at all! What I had been using was soft chews & this is a powder & it's NOT the same product! So, I call back in again! Thank God I reached Amber! She helped sort everything out! She got my order out to me ASAP & when I needed assistance figuring our the dosage for such a small dog, I called back 2 days later & I was so lucky to get Amber again! She assisted me in figuring out the proper dosage amount & she is SO Kind! Entirely Pets/HealthyPets has a real Gem who knows Customer Service! EntirelyPets should use HER for training purposes! She's definitely that good! As a retired Sales Manager who covered 1/3 of the Nation as my territory, with many Sales Reps working for me, I'd rather Compliment a company about a Great employee than Complain about bad ones & Amber made this easy! Thank You Amber for ALL of your help! You're the BEST!

EntirelyPets Pharmacy is the WORST! I have an auto-refill of a prescription for my nearly 20 year old cat. The auto-refill should have triggered the week of March 9th. It did not.

I sent an email to the company asking when EntirelyPets would process my order? No response.

I placed a new order the week of March 16. It never processed.

I called and sat on hold for easily 30 minutes after the system twice hung up on me. I speak with Nelson, a customer support supervisor I later find out.

I am told the order will ship that day and I should receive it by Friday. At this point, I'm rationing Sophie's medicine, only giving her half doses.

Friday comes, no new shipment. I use the last of her existing supply.

I call, I wait on hold another 30 minutes. I am told by Nelson that the package will arrive Saturday and am given a tracking number.

That package was delivered today... to an address in Maine. I live in Georgia. It is obviously not my order.

I call again today and am told the pharmacy is closed on weekends and I have to call back Monday.

Do not use this pharmacy. They might have the medicine your pet needs, but you will NEVER receive it.

We had been using them for over year for 3pkfortcanine 3 Pack FortiFlora CANINE Nutritional Supplement by Purina- Box of 30 (1-gram packets) every three months. EntirelyPets had THE BEST price!

Recently, I received an email telling me that they would be resupplying us, however this was less than one month after receiving a three-month supply. Less than an hour after receiving their email, I emailed them and called to make sure the shipment was canceled. I was told it was too late; the order has gone to the warehouse. Why would they email me?

During my call, the customer service rep told me to simply refuse the package and they would credit my account.

We refused the package and the package tracking shows they received it back October 2. I waited 16 days and checked my credit card, and I still had not received a credit for the shipment. When I called, they told me yes, they had received it, and since I called, they will begin to process the return.

They have totally lost my trust. I will not use them again.

UPDATE: After finally getting automatic shipments I did not schedule stopped OVER 6 MONTHS AGO, EntirelyPets shipped the order again. I was told it was due to a "system change". Supposedly they've cancelled the recurring order and deleted my credit care but I think I have to get my credit card reissued in order to stop them. RIDICULOUS
I've ordereed from this company for years and they often have the best price on items I purchase and I've been satisfied with them. However, something has gone horribly wrong and they no longer can be trusted. They have some poor business practices such as not notifying you if you have an upcoming autoship and even worse you have to contact them to cancel or change an autoship. You can't even update OR REMOVE your credit card information. They don't ship prescriptions and blame your vet - my vet had to contact them 3 times before they took responsibility. I had ordered two 6 count Heartgards - one for each of my two dogs. I was charged for both and I did receive one of the packs. Called and waited on hold and then told only the pharmacy could help and you get voicemail. Missed the callback but they said my vet didn't approve the Heartgard for one dog. My vet had sent both prescriptions at the same time. Had to send again twice before they acknowledged they received it and said they would ship. I ended up getting the 2nd Heartgard but it was not packaged in a box like the first one (or any I've ever purchased online). I think they were out of stock on the box of six and ended up splitting a box of 12. Just admit you are out of stock instead of wasting everyones time. I emailed customer service who told me they canceled all my autoships - we'll see how that works out. I'm not arguing with the one they just sent, lesson learned on my end, but if they autoship again I am going to dispute on my credit card. Very disappointed in what has happened to this company.

This was the first time in 6 years that there were communication problems with my order at Entirely Pets. The order was placed on 11/29=Black Friday, and finally received on 12/22 after calling three times, and an on-line chat that was never answered. This was a delivery problem, the actual product bought, LybriSyn is very highly recommended.
I should have been told at the very beginning that the product was on back order!
I should not have been charged until the product was actually shipped.
1st call was in response to an email about my credit card billing address difference, i was told that the order was on hold, but with this follow up, the order would ship the next day. My credit card was actually charged on 11/29, days before the email and phone call.
2nd call, i was told that as an existing customer my credit card billing address should not have been an issue but the product would be shipped tomorrow,
It wasn't until the 3rd call that i was told it was still on back order and that i should have received an early email that the product had (always) been on back order- that is an email that i never received.
3 star rating because this was the 1st time after 6 years of encountering a problem. It had always had excellent service. This time, it was definitely communication problems about DELIVERY.

Two weeks after I placed my order and had heard nothing, I contacted the sales department. I was told that two of my items were on backorder and everything would be shipped when EntirelyPets were in stock. I hadn't been advised of the backorders and needed the third item for my senior dog. I was told they would ship the item they had in stock since I needed it right away. Another two weeks later, when no order arrived and no further information had come my way, I contacted them again. It was like the first conversation had never happened. But, the two backordered items were now in stock and they would be shipping my order soon. Then I received an invoice for $7. Until this time, I'd been emailing the company but decided it was time to phone. The phone rep was not the least bit concerned about my now month-old order or the fact that I'd been lied to and the $7 was apparently for additional shipping that wasn't on my original invoice. I cancelled everything and that was when Entirely Pets finally got something right... I had my refund the same day. I will never order from this company again.

If I could give zero stars I would. This is in regard to order# 258117 which I canceled due to the length of time that it took them to process my order and the fact that EntirelyPets also could not find the prescription that my vet faxed to them several days prior to my calling customer support. This online store is the most unorganized and most customer UNfriendly that I've ever shopped with so, obviously, I will never shop here again.

Then, after canceling my order they apparently decided to ship it out to me anyway. Another call was placed to customer support to which I was informed that they had "changed systems" and that the cancelation was not carried over to the new system. Apparently, this customer service agent thought that the fact that my cancelation was not carried over that it was my fault and that I had to wait for the order to be delivered, refuse it, then wait until they received it back in order for them to refund my credit card. ARE YOU KIDDING ME?!

Of course I said that was unacceptable as this was THEIR fault and they need to eat the cost as to refund my account immediately or to put me through to a supervisor. To that she stated that I would have to call back on Monday as neither their accounting department NOR their supervisors work on Sunday? AGAIN I HAVE TO SAY... ARE YOU KIDDING ME!?! Then because I kept saying I didn't want to her her apologies as they do not help me she placed me on hold and left me there.

I would hope that those of you reading this are as appalled as I am and also refuse to shop at this site. Do yourselves a favor and use a retail site that COMPLETELY understands customer service such as Chewy. Now that is a site that absolutely has their act together and cherishes providing impeccable customer service.

I emailed and called about a product EntirelyPets sell called aloe ear mite treatment for cats by four paws that has the ingredient PYRETHRENS I was unaware was poisonous to animals especially cats until I used it on my cat yesterday. She had a severe neurological reaction including not being able to walk, twitching, was not able to open her eyes and hold her bowls. I rushed her to the er vet with the product and package and was told she had pyrethren toxicity. She was treated by having ger ears flushed and I was given muscle relaxers to. Administer to her to prevent permant brain damage. When I got home I began to warn all companies I could that sell this product. Entirely Pets had no interest in removing it because they had some good reviews. I asked who I could speak with who makes that type of decision. The CS rep said nobody here today and she doesnt know. Refused to give me any info such as employee id only 1st name. Two thumbs down for ENTIRELY PETS FOR PUTTING PETS AT RISK FOR THE FEW CENT MARKUP THEY MAKE ON THIS POISONOUS PRODUCT THAT SHOULD BE ILLEGAL

I had an experience yesterday trying to order a specific brand and product. The sales rep told me that were not out of stock as indicated on their site, but rather that EntirelyPets had two bottles left. I haven't been able to find it anywhere, including from the manufacturer, and I jumped on the opportunity. (It's an herbal parasitic for a potentially life-threatening toxoplasmosis infection.) What I saw in my email as my order while still on the phone with the rep was a ridiculously inadequate dewormer with one single ingredient. When I refused that, the rep became rude and practically hung up on me. He seemed to understand what toxoplasmosis is, and if so, he was practically criminal in trying to con me into something that would have no effect whatsoever. Had I been less aware of product ingredients, he would have killed my cat. I also took issue with another product he tried to sell for kidney issues because it contained the binder, magnesium stearate. He had no comeback when I told him binders prevent bioavailability. I believe these folks prey on people's ignorance and that he was surprised I had done my homework. He also was clearly annoyed when I had taken his time but did not place an order because nothing they have has any efficacy for my purposes, nor for anyone else's based on this and other experiences with them.
I also noticed another product he suggested for kidney support (with good reviews I might add) that consists merely of amino acids and peptides (amino acid chains). There are many choices for that that come from organic food-sourced nutrients, such as egg white powder. I do not give synthetic products to my pets, and he could not comment as to the source of any ingredients. He didn't know. Sales reps are there to make commission, not to help people or their pets. I would not order anything from Entirely Pets.

We ordered Virbac Hextra chews at the Entirely Pets vastly inflated prices because EntirelyPets were the only place that said they had them in stock.
There was no indication that any of them would have been unavailable, and still show as being in stock today, even though I verified that they have long been out of stock with no idea when new stock will be in.
Without consulting me they substituted some very inferior, and much less expensive, chews in my order.
There was no suggestion that they would refund the difference in cost. I had to call, wait on hold, speak to a (actually very nice and helpful) customer service associate, described the issue, etc., etc.
I was given (haven't checked my credit card activity yet today) the difference between what the cheap stuff costs vs the Virbac, and supposedly cancelled my auto-ship at the same time.
I will be happy if that goes seamlessly.
The fact that they have known about being out of the product while still selling it... and then substituting an absolutely inferior product... that is BAD.
Doing that, then not even offering to adjust the price...? BAAAAAAAAAD!
I will never again do business with this shady company.
To top it off, none of my dogs like the cheap chews.
BOOOOO!

Boooooo!

I just had a horrible experience. I placed an order in early April for the pet hair magnet. As of May 20th, I had not received it. About 5 minutes after I placed the order, I realized I typed in the wrong city for my address (I typed in the city for where I work - I order a lot of stuff online for work and my brain was fried that day) and messaged the company literally 5 minutes after noticing the mistake. The city I typed is only about 15 minutes from where I live, anyway. EntirelyPets emailed me back within half a day saying they are unable to change my shipping address, knowing very well they would be sending the product to the incorrect address, and "sent" it anyway. After awhile, I had just assumed it would get sent back and then they'd forward it to the correct address. I was wrong. I reached out and they "confirmed" that the product had returned back to them. So 1. They knew I never received it, 2. They knew my correct address and didn't send it, 3. They charged my card, knew they had the product back, never sent it to the correct address, and didn't refund me until I reached out to them on 5/20/17 asking where it was. That's stealing.

Don't believe the high ratings for response and delivery shown here. One failure to deliver could just be a mistake, Multiple times, it's the way EntirelyPets function. I ordered a medicine for our dog and paid for it on October 4. Today is November 10 and still no delivery and according to Entirely Pets web site, the order is still pending. I received an email on 10/20 asking did I or did I not receive the ordered meds. I replied no I did not. Never heard back from them. I talked with a rep on 10/29 and he told me the delay is because they want to insure I get the "freshest" meds. On 11/04, I called again and was told the pharmacist wasn't in and the rep wasn't able to tell me anything about the order. Called 11/05, pharmacist unavailable, but the rep said they would ship it that day and it would be shipped express, "The fastest way" and I would receive it in a couple of days. On 11/07, I checked the web site and the order was still listed as PENDING. I asked to speak to Jesse Padilla, the highest exec listed anywhere and left a voicemail describing my plight. As of 11/10, Padilla hasn't even given me the courtesy of a response, nor has he done anything about the problem, and his employees don't seem capable of resolving it AND THE ORDER IS STILL PENDING. Obviously, Padilla doesn't give a hoot about his customers. I didn't order dog biscuits, I ordered a medication that our dog needs. I trusted this outfit to deliver it. If you need medications don't order them through this company. As I said in the beginning, they've done this before, this isn't the first time.

I am writing this as a public service. During these difficult times, do not add more anxiety and frustration to your life. EntirelyPets may have good prices, but you will pay for it with your time and trouble. As of April 2, we are still trying to get either the products we ordered (dog supplements, $121 cost) on February 19 or a refund. We were told they were out of stock and would be sending out the product on March 9, and then again on March 31. Now when we call to inquire about the order, they are unable to find it in their system. This business was not functioning at a professional level before the Covid outbreak. It is now barely functioning at all. Their 800 number is "not available" at times and when it is answered by the company recording, it takes at least 20 minutes to get a person on the line. Please save yourself the extra anxiety and frustration and do not order from them.

I have NEVER given a bad review in my life, but I do not think this company deserves being supported. I realize it is a very unusual time, with the Covid-19 pandemic. If you are going to update your website with Easter savings, etc, then update that you are not available to provde ANY CUSTOMER service at all! I have tried to email, and the "page is not found" (straight from their site). I have called over and over again only to be on hold for extremely long times with constant advertisement. Never anything mentioned about long wait times or the fact that I am not sure anyone is even answering calls. I have left messages, with no return call. I have sent "chat" messages.
My contact was due to the fact that I places a order for a seresto collar for my dog. The total amount showed and I submitted the order. When I received the confirmation, the amount was different. I immediately tried to contact them. As I stated, still nothing. I still have no indication that my order has even shipped, a week later (as it is states I will be notified when shipped). I chose the 5-7 day arrival. I question if this company is even operating at this time. If EntirelyPets are not, I certainly understand, but give consumers some sort of indication of that. Don't continuously update your site with no customer service or updated shipping info. I need my product in a timely manner for my pet as I have already found 2 ticks (with monthly application). Poor customer serviceto say the very least!

5/14 I made my purchase online.
6/6 I checked in via email and EntirelyPets claim my vet didn't fax the prescription. I talked to the vet who said they did fax it and they refaxed it that day.
6/15 By this date the vet has faxed the prescription three times. Entirely Pets said they have a delay due to backordered product (a MONTH after I ordered it they tell me there's a delay!). They're super team never responded to my email.
6/19 I called and talked to a manager (Dillan). I also emailed Dillan. I told him our dog ran out of meds and needs them immediately. He said their pharmacy said they never got a call or fax with the prescription - Alsager faxed again. 4th time!
6/25 Dillan told me product would ship priority by 6/26. He said he'd give a discount for the inconvenience and lowered the price from 45.04 to $42.39 (That's not much of a discount considering what If gone through so far.)
It was shipped regular first class mail after waiting all that time and they knew my dog had been without this needed prescription for several weeks at this point.
The date on the invoice said 6/25 but it was not shipped until some time between July 5 & 9 based on USPS records, and since the next day I got a notice saying it was on backorder again.
6/26 I mailed Dillan after I got 2 emails saying product is backordered (AGAIN) (see June 15) - never got response
6/29 I received email from their sales team saying they'd send a partial shipment that day because double packs were sold out and/or the expiration dates were too close, so they'd mail the second box when they got newer dates in stock.
I emailed Dillan (manager) today also.
By now I've had to buy individual pills at $7 a piece from my vet because the product never shipped after numerous promises that it would.
On 7/9 I finally received the prescription. I received two boxes, not one like they said they'd do on June 29 (did they just forget to send the product that day?).
To top it all off, I was overcharged. I didn't get the discount promised by Dillan and shown on one of the invoices.
I emailed Dillan and two other contacts at Entirely Pets two times after receiving the product and getting overcharged. I got no response.
7/30 I still hadn't heard from anyone at EP so I disputed charges with my credit card company and emailed EP to tell them.

I ended up with FOUR order numbers because of all the problems with this order. I referenced all the order numbers. No response.
This is the worst customer service I have ever, in my life, received from a business that is supplying necessary prescriptions for people's beloved pets. I'm not even commenting on the debacle when we tried to order Pill Pockets from them through Amazon...
In retrospect, I wish I'd paid more elsewhere to get the prescription when needed without having to email and call and spend time doing all of that. Next time, that's exactly what I'll do.

I have ordered from this company 3 times. My first order came in 9 days (4-8 day first class shipping for free.) My second order was never processed and after 3 weeks waiting, I called customer service. It took 55 minutes to get an answer from a human. EntirelyPets said they had no idea why the order wasn't processed and processed to contact the vet right away and change the shipping to priority at their expense (big whoop.) It cost me $38 to get a 4 day supply from my vet. I should've never ordered from them again, but they have the best price on my very expensive dog medication, and I couldn't imagine the issue would happen again. After 8 days waiting without receiving the order, I began calling customer service. The first call I waited an hour on hold and then got an answering service. I left a message but called again because the medication is life or death. I waited another hour and was disconnected. I called again, feeling I had no option. Waited an hour and got the message thing again. Called my Vet and found out they had never been contacted. So THIS HAPPENED AGAIN. I placed my order with Chewy.com, free 1-2 day shipping and I'll get it just in time. It was only $4 more, and well worth it for a reliable company. I can't believe this place has a 3 star average. I wish I could leave ZERO STARS and wish my review would make a difference! If you need life saving medication for your pet, go somewhere else!

The item I purchased was about $10 + shipping = ~$16
The item was purchased on ~1am. The next day at around 8-11 am I tried to cancel the order entirely. Representative says I'll see what I can do. You will receive an e-mail within 24 hours saying if it's was cancelled or it couldn't be cancelled. 11 pm I get a e-mail it was shipped. So I called them and the only option I have now is to reject the item. The item is small it will just be placed in my mailbox, so I have to send it back. Not sure how much that would cost and EntirelyPets will refund me only the $10. I have cancelled orders from Lowes, Home Depot, Macys and many random smaller stores within the same time frame before receiving that shipped e-mail and it was okay. If it's was shipped already I would understand but not like this... Bad customer service. So lesson is: when you buy from EntirelyPets 100% you probably can't cancel your order. I'm going to go with the guess maybe you have a 1-2 hour time period. I never tried that... but maybe someone out there did and also failed to cancel an order.

I ordered a product and a week later had not received my delivery. I called the company to inquire about this, to be told my item was on backorder and EntirelyPets did not know when it would be restocked. It was not disclosed during the ordering process, nor did they send an email informing me of a delay, meanwhile taking my payment via PayPal. I felt this was very deceptive and cancelled my order. I waited a week for a credit on my PayPal account, and nothing. I had to call customer service again. The rep that tried to help me went and inquired with accounting as to what the delay was, and he was told I need to wait. I called back when a supervisor was in, and I was assured if a refund is pending, I will get it by the end of the day. As we are in a different time zone, I waited until the next morning and nothing. I. contacted PayPal directly. Emailed them a copy of my order being cancelled, and my claim was processed immediately.

Ordered 5 packages of Smart Sticks dog treats told to allow 8 days for shipping. Received no information then a notification that product was discontinued (NOT) only good thing was EntirelyPets did issue a credit to my charge.

I've recently written a similar review of their sister store, HealthyPets. I kind of expected this might happen with EntirelyPets... and it did, again. My order is backordered, along with my other order with HealthyPets.

I have been ordering from EntirelyPets for 10+ years. Many of my orders shipped and arrived without any issues, but 3 out of 30 orders I placed with EntirelyPets were backordered. Their sister store, HealthyPets, 2 out of 6. I think I am being fair giving the company 2 stars, with my experience and complaints from fellow ReviewFeeders.

Some of you reading my review are probably thinking "why are you still buying from them"? I know, but I have a dog that are on many medications and supplements. With her food, treats, supplies... it really adds up. I order from EntirelyPets or HealthyPets if their prices are better than other retailers. EntirelyPets do have good prices, especially with coupons, discounts and promotions. Sometimes price plays a big part in my purchase decisions.

I see a lot of reviews and complaints about similar backorder issues. EntirelyPets and HealthyPets still don't have systems that reflects actual inventory. Saying items are "in stock" at time of order when they actually don't have them is very dishonest and disrespectful way to do business. Keep selling what they don't actually have is even worse. One of my items that has been backordered for almost 2 weeks is still sold on their website, no indications whatsoever if this item won't ship right away.

If you are not in a hurry to get something specific, EntirelyPets is a good place to shop. When they have what you want in stock, order ships pretty quickly. If you need something right away, however, you might want to stay away from EntirelyPets or HealthyPets. You don't want to gamble or hope that they actually have what you need, especially when other retailers don't have what you are looking for. I'll see what happens to both of my orders. So far, I received 2 emails, 1 from each company, only telling me my orders are backordered. It's been 2 weeks since then, and no updates. Using their website link and email to ask them about my orders didn't really help, either, I haven't yet received any response or updates.

EntirelyPets - If you are not planning on updating your system to monitor/track your on-hand inventory, please, at least be honest and say "out of stock" or tell customers estimated back in stock date? There will be less emails, phone calls, frustrations... I think that will save both of our times.