Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/22/25, I placed order #O76397728. This order has still yet to be received. I have contacted the company numerous times and have been told it's backordered and they have no estimate of when it will be back in stock. I was never sent any notification that it was backordered so if I didn't reach out I would've never been informed by the company that my order was delayed. I understand the order was part of a big sale they were having but this item should have been listed as out of stock if they received so many orders for it.This is a prescription dry dog food and my dog has been out of it for awhile now due to this backorder. I've had to spend additional money to buy supplements to make up for what she is missing from not having the food. The fact that petmeds is so lackadaisical in their responses to my frustration is very disappointing. This was and is still not being handled well.

  

  Business Response

  Date: 04/17/2025

  One of our customer care managers spoke directly to the customer to apologize for the inconveince this caused them and their pet. It is never our intention to delay customers orders, nor delay in communication. We received an overwhelming response from a promotion we had at the time this order was placed causing some items to go on backorder. We take full accountability on our behalf, and thank this customer for sharing their feedback as it allows us the opportunity to improve our processes. The manager added a $25 credit to their account, and offered to also credit the items they had to purchase locally while they awaited their order. The order has since been delivered, and the customer has the manager's information if they need assistance in the future.

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/22/25 After many years of using Petmeds, I received an email offering $50 off any purchase. No restrictions or minimum offer.Only thing was expired on 3/23/25 at 5pm Eastern Time.On website it said this could not be used.Called in and after many transfers to their supervisor. It was deemed by them that it was an error on their part, and they can not honor the coupon.

  

  Business Response

  Date: 04/04/2025

  We appreciate the opportunity to respond this concern. The promotional offer in question was a limited-time offer of 50% off, which was available while supplies lasted. As noted in our terms and conditions, PetMed Express, Inc. reserves the right to cancel, expire or modify promotional offers or giveaways at any time without notice. At the time the customer contacted us and spoke with a sales manager, the promotion had been changed to include a minimum purchase requirement of $100 to receive $50 off the order. While we were unable to honor the original promotion, we offered the customer a 30% discount off their entire order with no minimum or cap as a courtesy for the inconvenience. The customer declined, and we issued a full refund on their most recent order per their request. We take all customer feedback seriously and always strive to provide fair and transparent service.
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23105447
  
  I am rejecting this response because:

  I'm sorry does not do it for me.

  They did not offer full refund. 

  we required it.

  It was a complete bait and switch promotion. 

  As for their offer. Again unacceptable. I would have to spend $166.66 to equal the $50 original discount. 

  I will pass along their terrible way of handling the situation. They said if they gave it to me, they would have to offer it to everyone. Exactly. 

  That's what they should do.

  Sorry doesn't cut it.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/07/2025

  We're truly sorry for the frustration this has caused the customer. It is not on intention to mislead our customers. Although we do reserve the right to cancel or update promotions at any given moment, we have decided to issue a merchandise credit in the amount of $50 to the customer's account for the inconvenience. A full refund was issued on their last order per their request. In the event they have not had the chance to return the products back, they may keep it as a courtesy on the house. We're hoping to restore their trust in us, and if we're granted the opportunity to assist them in the future, we'd be happy to. 

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday, I visited ************************** to take advantage of a 20% Off sitewide sale. Upon checkout and application of the CATCH20 discount code, I was apprised that the Item I desired to purchase, Otomax 30gm Ointment, was excluded from the sale. I believe that circumstance equates to the unfair business practice of Bait and Switch and should be appropriately noted to any entity responsible for Consumer Protection. Please see the attached image of the advertisement I received from 1800PetMeds in my email inbox.Thank you for your time and attention.

  

  Business Response

  Date: 03/14/2025

  PetMeds adheres to the Minimum Advertised Price (MAP) policy set by certain manufacturers, which restricts us from advertising their products below a specified price. Our website states that exclusions apply on promotions, this is where customers can view the manufacturers excluded from promotions. In this case, the product they wanted to purchase ******, is made by a manufacturer that does not allow their products to be discounted. However, we strive to provide the best possible experience and value to our customers. One of our customer care team leads contacted the customer and offered to manually honor the price at the 20% off rate they requested for the inconvenience, which they politely declined. We appreciate the opportunity to address this concern and remain committed to excellent customer service. 

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my prescriptions in 2 weeks ago and just got filled now after I had to get duplicate scripts and buy extra meds from my vet which put me out 21$ plus I sent it priority mail another 10$ I looked before I sent them and order no filled now all of a sudden they appeared I had numerous chats online no help said they never received or they got lost.

  

  Business Response

  Date: 03/07/2025

  One of our customer care managers contacted this customer and was unable to reach them. They left a message with their direct contact information in hopes that we can work towards a resolution. We're very sorry for the inconvenience and time frame it took for the mailed in prescription to be received, as well as them having to go to their vet to pick up the medication to hold their pet over. Due to pharmacy regulation, if veterinarians do not work with third-party pharmacies the original written prescription has to be mailed in by the customer. Our pharmacy received the mailed in prescriptions on February 21. Both orders were fully refunded for this customer and they can keep the orders on the house due to the delay and inconvenience.

• Initial Complaint

  Date:02/10/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product from this company. They took payment immediately, which was perfectly normal. But they refuse to mail me the supplements I had ordered for my 17 year old furbaby. Such a shame to make a purchase and then not receive anything.

  

  Business Response

  Date: 02/24/2025

  One of our the managers contacted this customer to sincerely apologize for the delay in getting their order processed, but was unable to reach them and left a message. This order was originally placed February 7, we sometimes require secondary verification on specific orders for security purposes. We emailed the customer notifying them of this February 10, asking they give us a call to confirm some information. The customer gave us a call shortly after to get the information confirmed and requested the order be cancelled. We do not bill customers until their orders ship, being that this order was cancelled the pending authorization falls off of their account within 3-5 business days. Due to the delay in the customer being notified they needed to call in to verify their order, we shipped them an overnight order at no cost on February 11 that was delivered the following day. Additionally, we added a merchandise credit on their account in the amount of $20 to use towards their next purchase.

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has pended charges for 5 different transactions of $105.73 totaling over $500 which were unauthorized in the same day. I was told there was a glitch and charges would fall off same day. The next day 1 charge went through for a pet that was dead so was not approved to mail out but was mailed anyway. There were still 3 pending charges. I was told I would get a refund for the charge that went through for the dead pet and other charges would fall off. The pending charges have not come off still so my money is being held by them. Since charges are just pending the **** is unable to submit a claim however I dont have access to the funds. The company told me each time I called this was due to a glitch in their system yet its not fixed. They admitted this is effecting other customers.

  

  Business Response

  Date: 02/06/2025

  The customers account was affected by a technological glitch in our payment processor that resulted in multiple pending authorizations on a single transaction. The issue was escalated to our support team, who confirmed shortly after that it was resolved.  One of the customer care Managers contacted our merchant services to ensure that all pending authorizations have been reversed. The customer was contacted by a manager to sincerely apologize that their account was affected by the glitch. The customer confirmed that the pending charges did fall off their account. Their order was generated from an AutoShip, that was assigned to their deceased pet. Unfortunately, our system does not automatically detect when a pet has passed, and subscriptions cancellations must be done manually. Their order was updated to reflect the active pet on the account and was approved. This caused the order to ship and prompt the customer being billed $105.73 for the cost of order. A full refund of $105.73 has been processed and should be posted within 7 to 10 business days. The customer is not required to return the product as a courtesy for the inconvenience.  All AutoShips on the account have been deactivated. If the customer wishes to set up a new AutoShip for their pet, they may do so at checkout or by contacting customer service for assistance. Additionally, a $25 merchandise credit was applied to the account for future purchases.

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dog passed away on April 29th, 2024. I cancelled my auto-ship, removed my pet from my account, and informed Pet Meds via the chat. I continued to receive emails after the fact. I replied to those emails with requests to stop emailing me. I received a canned email response with a sorry for you loss message. These emails occurred in May and June of this year. On December 14th, 2024, I was charged $139.64 for an auto-ship for flea & tick for my DEAD DOG. I received ZERO notification for this. They TOOK MONEY from my account without my permission or a chance to cancel it AGAIN. On December 15th, 2024, I chatted with a representative named ******* who sent me nothing but your insensitive canned messages once again, the same bull s*** from the first time. She stated that I would be issued a refund. It is now December 17th, and my account shows a 0.00 refund. This is deplorable and completely unacceptable. Not only did they take my money, but now I get to receive a package from them and experience this trauma all over again.

  

  Business Response

  Date: 12/21/2024

  I'd like to first start with an apology. She is absolutely right. This is something that should simply not have happened. It was a failure in our systems and we dropped the ball on you as a company. 
  
  
  We recently transitioned from our old autoship software to a new one and in turn, it triggered this shipment. 
  
  
  The full amount was refunded on 12/16 but the refunds can take 7-10 business days to show up in your account. 

   

  We've asked the customer to call us if after her refund does not reflect in her account after that time has passed.

  

  Business Response

  Date: 12/30/2024

  
  

  I'd like to first start with an apology. She is absolutely right. This is something that should simply not have happened. It was a failure in our systems and we dropped the ball on you as a company. 
  
  
  We recently transitioned from our old autoship software to a new one and in turn, it triggered this shipment. 
  
  
  The full amount was refunded on 12/16 but the refunds can take 7-10 business days to show up in your account. 

   

  We've asked the customer to call us if after her refund does not reflect in her account after that time has passed.

• Initial Complaint

  Date:12/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not received the autoship order for December. Called Petmeds and waiting more than 1 hour on hold. Agent says she doesn't know why the order wasn't placed or sent. I told them I already almost out of the medication since I didn't the autoship for December. Agent did not have any explanation on why that happened or how to fix it. She said she was placing an order right away. Next day I checked my account, no orders. I called PetMeds **************** and waited 2 hours on hold. No resulution. I agree with thousands of other frustrated customers trying to get their pets so important medications from this horrible business.

  

  Business Response

  Date: 12/21/2024

  We apologize for the frustration this customer clearly feeling and he has every right to. We have been extremely busy with very high call volumes and our wait time has been longer than usual.
  
  
  We feel like this is an easy fix, as a token of our appreciation, we've applied a credit to his account to help pay for the order. 
  
  
  We've asked to please let us know when we can give him a call to help you process this order, we'll have someone call you and set it back up as autoship for the future.

  

  Business Response

  Date: 12/30/2024

  
  We apologize for the frustration this customer clearly feeling and he has every right to. We have been extremely busy with very high call volumes and our wait time has been longer than usual.
  
  
  We feel like this is an easy fix, as a token of our appreciation, we've applied a credit to his account to help pay for the order. 
  
  
  We've asked to please let us know when we can give him a call to help you process this order, we'll have someone call you and set it back up as autoship for the future.

  Customer Answer

  Date: 12/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have all of my dogs' medications on AutoShip with 1-800-PetMeds. Recently I received an email that my credit card on file needed to be updated, which made sense since it expired in 10/2024. I went in and updated the new expiration date and CVV code and everything should have been all set. I just now noticed, however, that despite updating my card on file, 1-800-PetMeds assumed that I would still want to use the expired card, which I had already updated, for my AutoShip orders so automatically canceled my next order, which is due now. My dog is now going to miss several doses of medication due to their system's incompetence.

  

  Business Response

  Date: 12/21/2024

  We just called this customer and left them a voicemail asking they give us a call back when you get a chance.
  
  
  We truly apologize for this mix up, and feel like it will be an easy fix when they give us a call. 
  
  
  We recently had some updates on our internal software and this could have been the reason why the AutoShip is reverting back to the old card.
  
  
  We look forward to helping her resolve this once she call us.

  

  Business Response

  Date: 12/30/2024

  
  We just called this customer and left them a voicemail asking they give us a call back when you get a chance.
  
  
  We truly apologize for this mix up, and feel like it will be an easy fix when they give us a call. 
  
  
  We recently had some updates on our internal software and this could have been the reason why the AutoShip is reverting back to the old card.
  
  
  We look forward to helping her resolve this once she call us.

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did respond to the person who emailed me on 12/28/24- he has not responded but my most recent AutoShip order was processed so the issue seems to have been resolved.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to this company that I would like my account and information deleted. They said that they cannot do this? There is no reason a non government or state run agency should be able to hold on to my personal information. I just want my account and information deleted.

  

  Business Response

  Date: 11/22/2024

  We've received and reviewed this customer's complaint and even though we're not able to completely delete their account due to financial records reasons (We need to keep a history of your purchases with us), we have deleted everything else off the account. All of their personal information is gone (address, phone number, credit card number, email address, etc.).
  
  
  We're sorry to see them go, and have offer to help if they need it in the future.
  
  
  Thank you

   

  PetMeds management.