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BBB Accredited Business since
Phone: (800) 710-9770 Fax: (866) 488-7824 543 Encinitas Blvd #107, Encinitas, CA 92024
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This company offers brand name pet medicines, pet food, pet medications and pet supplies for dogs, cats, horses, and fish.
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A BBB Accredited Business since
BBB has determined that VetDepot meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for VetDepot include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Hagay Avisar, CEO
Number of Employees
Pet Supplies & Foods - Retail Internet Shopping Pet Supplies & Foods - Wholesale
Products & Services
VetDepot sells the following brand(s): Advantage II, Cosequin, Dausuquin, Denamarin, Fortiflora, Frontline Plus, Glyco-Flex, Greenies, Heartgard, Interceptor, K9 Advantix II
Service AreaServing Nationwide
Alternate Business NamesVetDepot.com
Industry TipsInternet Shopping
543 Encinitas Blvd #107
Encinitas, CA 92024 (800) 710-9770 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I have an older dog who has health issues and needs to take medication. On April 19th, I made an order through the www.vetdepot.com website, which was immediately confirmed. On the 22nd, I received an email confirming shipping with the following tracking number: nine 400 one one 02 zero *************. On the 25th, I checked online to see when the medication would arrive. The www.usps.com showed that the electronic shipping info had been received, but nothing had been given to the post office for delivery. I responded to Vet Depot's shipping confirmation email with the following email: "It does not look like this has been shipped yet..... ??????" On the same day, Vet Depot responded with: "Hi ****, Thank you for your message. We have experienced slight shipping delays with orders due to a current pharmacy transition. Your order was processed and was shipped, however we are currently unable to view the new tracking information. As soon as it is updated in our system we would be happy to let you know. Thank you!" It is now the 29th. This morning, as I have not received the meds, not heard back from Vet Depot, and saw that the USPS still has not received any items to deliver, I tried to call customer service. No one would pick up the phone, so I sent Vet Depot the following email: "I still have not received my pet's medication, and USPS is showing that it has not yet been shipped. I called you Customer Service phone number this morning during business hours and no one would pick up the line. What is happening with this order? My pet needs her medication. I will be contacting the Better Business Bureau if I do not receive a satisfactory resolve for this issue very soon. Again, my pet needs her medication. Her health is at stake." Vet Depot responded with : "Hello, Thank you for your message. We are truly sorry for this delay and inconvenience. We are in the process of contacting our new pharmacy for a status update. Because of this change, many orders have been delayed a lot longer than expected. We sincerely apologize again, and we will get back to you as soon as we have more information. Thank you!" It is now the evening, and I have not yet heard back anything from Vet Depot. I feel like they are brushing me off. I am very concerned about my dog. She needs her medication.
Desired Settlement: I want my dog's medication immediately. I don't want her to get die because of a lack of medication.
Business Response: We recently changed pharmacies as well as underwent a major system upgrade. Unfortunately there were a small number of orders that encountered one or more issues that slowed processing and delivery. This process is now complete and orders are processing normally. We have attempted to contact the customer several times with no response. We are giving the customer a full refund on this order as well as an attractive offer on her next order. Thank you very much.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.