I ordered heartworm prevention , it was dispensed out of the box into vials. The reason makes no sense and is not acceptable.
On Aug 13th, 2015 I ordered (2) 6 pack boxes of Trifexis heartworm/flea prevention 40-60 lb.
I paid $232.98 on my credit card. I received my order several days later. They had taken the trifexis out of the box and put it in vials.
I have been buying heartworm prevention for my dogs 30 plus years. I have had alot of dogs. Usually 4-7 most the time. I lost 2 in past 2 years due to old age and it was time. I have 4 now. I am animal lover especially dogs. I have spent a ton on heartworm prevention over the years. I switched to trifexis when it came out years ago, it's very expensive. My vet clinic approved me to buy it online at 1-800 pet meds.
I called and questioned why they didn't send it in it's original box. First customer service lady said they take it out of the box because they don't want the dog to chew up the whole box. I doubt that is a reason. After telling her that was not acceptable and I wanted it in the original box and I needed the box to get a 50.00 rebate also. I was on hold for awhile and she came back and said they would ship me 2 boxes and return the vials. OK Next day a supervisor called me and said they would not be sending me 2 boxes. I told her I wanted the trifexis in it's box. She tells me they buy it without the box. I told her that yesterday the lady told me they took it out and put in vials so the dogs don't chew all the tablets in the box. So now they have told me 2 different things. So we went round and round about the box, the rebate , to she will give me store credit. I said I didn't want store credit I want them to ship my trifexis in the box and I will fill out my rebate. She said the manufacturer would not honor rebate if not purchased from vet. Or I could send back and get refund. I said no , my vet finally gave me a script to get online and save some money, so no I don't want to return it. I asked where they buy it that it would come without the original box. I said the manufacturer doesn't sell it like that, and asked if it came from Mexico. She said no. Told her I would call them back he next day. I called ****** and asked them if they sold trifexis or any of heartworm or flea product without its original packaging. They said no, and do not know where they buy Trifexis. They said they would honor rebate even though I didn't purchase from vet. So I want to know where do they buy the product without the box, and how can I be sure it's Trifexis and it's approved to sell in USA . Is it USDA approved? I am asking if that is the correct approval. So I call back next day, talk to a different lady, we went thru the same thing, I told her I have been told 2 different reasons and neither one was acceptable. She offered 50.00 instore product or refund, I said no. I get email a few days later asking for survey, well after I replyed and told them to call me, a lady called and we went over everything. She didn't know what to say. I told her I would be reporting them to BBB. They are not buying trifexis from the manufacturer, they buy it taken out of the box.
Obviously they are buying it someplace that they are not suppose to buy it from. ****** does not recommend buying it without proper packaging.I want to know where they buy the product and how do I know it's safe and approved?
they need to sell the product in it's proper packaging , I want the 2 boxes of trifexis I bought in the box that they received it in.
My dogs won't even eat the tablets, I have to poke them down so I know they won't eat the whole box. They shouldn't buy products if it's sold out of original box. Medication is not like a toy. You need to be careful what you buy and where you buy it. Your reason for putting them in vials and selling it/or so the dog doesn't eat the whole box is BS.
We are sorry that this customer appears to have gotten conflicting information from some of our employees. We take responsibility for that and will do a better job training our staff.
In some instances, our pharmacy does place a pet's medicine in our own prescription vials. Despite the customer's belief that it is "BS" the reasons are for safety, liability, maximum protection during shipping, and branding purposes. In all such instances, the medication that comes in a foil packaging remains in that foil packaging, but as already indicated, is put inside a safer, traditionally-used, prescription vial. The customer can be assured that we are a duly licensed pharmacy, with licenses that are current and without restriction. We dispense the same exact medication as would be dispensed by her veterinary clinic, all fully approved for sale and use in the United States. As with all licensed professionals our pharmacy practice and medication is subject to inspection by the licensing agency of our home state and by the United States Food and Drug Administration. We are in full compliance with both agencies.
Furthermore, we have earned Veterinary-VERIFIED INTERNET PHARMACY PRACTICE SITES (Vet-VIPPS(CM)) accreditation through the National Association of Boards of Pharmacy(r). We successfully completed the rigorous accreditation process by demonstrating the professional operations of our pharmacy, including the maintenance of policies and procedures that protect the veterinarian-client-patient relationship, ensure the appropriate handling of prescription medications, provide appropriate medication information, and ensure quality pharmacy practices are continuously offered to our clients. Our accreditation can be verified at www.nabp.net
Once again, we are sorry that apparently this customer was given conflicting information, but with all due respect, the packaging in which we dispense our medication is always proper packaging.
I have been unable to respond till now. I feel they failed to comment about whether they buy it without the box or why they can't mail me the empty box after they put the trifexis in the vial. If they take it out of the box they can put the empty box in the box and mail it along with the vial.
Final Business Response
This customer can be assured that we get this product in the boxes and re-package for the reasons we have already given. Unfortunately our shipping automation, which involves repackaging, weighing, quality control, pharmacists doing the final check a certain way, among other factors, makes it impossible for us to accommodate individual requests. As a licensed, accredited pharmacy, we are filling the prescriptions in the best, safest, and most efficient manner that we know how to and if a particular client is not happy with the service we provide or the convenience, while we would be sad to lose a client, we would understand if the client chooses to purchase the medication elsewhere.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I think a client has the right to know where the product is bought when the box has been removed for a unacceptable answer. I talked to one of the manufactures sales rep at my vet clinic. Elanco, the manufacturer, does not offer their heartworm prevention Trifexis to online pharmacies. Elanco does not want it sold online. So we know you purchase it somewhere unknown. And you obviously don't want to share that info. Elanco does not recommend buying Trifexis if it's not manufactured in the USA. Can i have proof it's not bought in Mexico or somewhere else that should not be selling it? Are you aware that Elanco doesn't want you selling it?