ComplaintsforGoVets

• Initial Complaint

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #********* was placed 3/31/24, my Discover Card was charged $20.54 on 3/31/24. The current status of my order is "processing". I have e-mailed the company without a reply, and when I call during stated customer service hours at ************ the message states no one is available to take my call and leave a message which I've done.

  

  Business response

  04/18/2024

  Dear ****, 

  I am writing to address the BBB complaint you submitted regarding your recent order with us, Order #*********. We sincerely apologize for any inconvenience you experienced during this process.

  As the owner of the company, i take these matters very seriously when we receive them.  Upon receiving your complaint, we promptly investigated the situation. While we did not find any records of inquiries through our usual channels, we did receive your voicemail, which provided valuable insight into the issue.  After reviewing our records, it appears that your order was backordered until 9/24 and subsequently canceled by our supplier, triggering an automatic refund process. Regrettably, this information was not communicated to you in a timely manner.

  To rectify this situation, we have taken the following steps:
  - A full refund of $20.54 has been processed to your Discover Card. Please find the attached receipt for your reference.
  - An update regarding the order status and cancellation was sent to you earlier today via our ticketing system.
  
  We're trying to locate any other emails, chats or communcation from you prior to today in our Zendesk Ticking System.  Having this information would allow us to understand if this is an issue related to process or staff.   If anything, we've been told by our customers that we over-communication and this is the complete opposite so I would like to understand where the *** is and fix it if it truly exists.  

  Once again, we apologize for any inconvenience caused. If you have any further questions or concerns, please don't hesitate to contact me @ *******************************.

  Thank you for bringing this matter to our attention.
  Best regards,
  ***********************

  Customer response

  05/21/2024

  Yes, this complaint was satisfactorily resolved.  I apologize for not responding sooner, I wasn't sure how to reply within the website. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a well seal, which showed in stock. Transaction cancelled by GoVets due to unavailability of item. After 12 days, my debit card has not been refunded. Avoid this company.

  

  Business response

  03/20/2024

  Dear ***********************,

  We regret to see that you filed a BBB complaint without further communication after our response on March 18th. Upon reviewing the attached documents, it's evident that our team promptly addressed your order cancellation request within an hour of receipt, confirming the cancellation and the refund of your payment. It's important to note that your Payment Method (PrePaid Mastercard, ending in 4844) was never actually charged. Instead, we placed an authorization hold on the funds to reserve the amount until the order was shipped, a standard practice to safeguard against potential fraudulent activities. This authorization hold has been lifted as of today, as indicated in the attachment. However, I want to emphasize that your prepaid card was never charged, and any authorization hold would have naturally expired by now. Please verify the remaining balance on your prepaid card within the next 1-2 days, as the authorization for $33.27 should have been removed.

  We would have greatly appreciated it if you had reached out to us directly via call, chat, or responded to the ticket sent on 10/18 regarding the cancellation, rather than involving the great team at the BBB. We could have promptly explained and further resolved the situation along with directing you to our FAQs on this matter: ***************************************************************************************.

  I trust that this clarifies the situation for you. If you still feel the need for further escalation, please don't hesitate to contact me directly. As one of the owners of GoVets.com, I am more than happy to assist you.
  Please accept our sincere apologies for any inconvenience this may have caused you. We sincerely hope you reconsider using our services in the future.

  Wishing you a wonderful day,
  ****

  Customer response

  03/29/2024

  Attached is transaction report for the Master Card used in the GoVets order.  As you can see, it has not been refunded as of 29 March.

  Customer response

  03/29/2024

   
  Complaint: 21459272
  
  I am rejecting this response because:  As of 29 March, the charge has not been refunded.  See attachment.
  
  Sincerely,
  
  *****************

  Customer response

  04/04/2024

  Card refunded.  Thank you.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two sockets on 12/14/2023 for (Proto part number: J66310P) ***** and my credit card was charged on 12/21/2023 from govets.com. Order# *********. On 01/02/2024 I requested an update via ticket# ******. I did not get a response. On 02/21/2024 I opened a new ticket asking where my order was, explaining it had been over two months, and their website says the item is in stock. This was under ticket# ******. Still no response as of 02/28/2024. I either want my order that they expected to be shipped by 12/26/2023 or a full refund (with interest)

  

  Business response

  02/28/2024

  Dear *****,

  I want to extend my sincerest apologies for any inconvenience you *** have experienced regarding your recent order. Your feedback is incredibly important to us, and I want to assure you that we are taking immediate steps to address the issues you've raised.

  I am pleased to inform you that your refund has been promptly processed (see attached confirmation), and as a gesture of appreciation for your patience, we have added a $25 GoVets Cash reward to your account. This credit can be applied to any future purchase on our platform, and we hope it enhances your shopping experience with us.

  Additionally, I want to express our gratitude for bringing to our attention a gap in our supplier communication interface. Your feedback has helped us identify an area that requires immediate attention regarding certain cancellations from a specific supplier back to our system. Maintaining the reliability of our system is paramount to us regardless of the customer or the order size, and we are committed to achieving a level of reliability that exceeds industry standards.
  

  In light of your experience, we have also reached out to you directly to explore alternative solutions. We have identified a recommended alternative SKU that *** meet your needs, and we are prepared to expedite its shipment to you (at our cost).

  You can view the recommended alternative SKU here (or attached): Proto | Impact Socket: 1/4" Drive MPN:J6910HF | ***********************************************************************
  

  Once again, I apologize for any inconvenience this situation *** have caused. If there is anything else I can assist you with or if you have any further concerns, please do not hesitate to reach out.  I will reach out to you directly to expedite this transaction but you can contact me directly at **********************************************.  I am here to ensure your satisfaction and to provide you with the best possible shopping experience.

  Thank you for your understanding and continued support.

  Warm regards,

  *********************** | President

  Customer response

  02/28/2024

   
  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

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It looks like this business has a serious problem with cancellations and refunds, just look at the other complaints here.I placed an order for 2 items shown in stock on 10/31/2023.My card was charged the total of $304.55 on 11/2/2023.1 item was delivered, $31.42 of the total.I was told the other item was backordered, then later it was canceled. I assumed I would receive a $273.13 refund to my card.I opened several support tickets over the past few month and have been told multiple times a refund would be issued.It is now 2/27/2024 and I have not seen a refund.To add insult to injury, this item is still listed as in stock and has been every time I checked during this long process. The business is advertising an item as in stock and in my case and others reported here they are charging for the item before shipping. This appears to be illegal but I do not have the time or money to make this a legal case. I'm sure that is the case with most others who are experiencing similar issues with this business.Order ******* Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Ticket ****** Looking at the elapsed time and number of tickets you can see how much of my time has been wasted on this, and how their support system is somehow broken.They also have had my money now for 4 months.

  

  Business response

  02/27/2024

  Dear *******,

  First and foremost, I want to extend my sincerest apologies for the frustration and inconvenience you've experienced with your recent order. Your feedback is incredibly valuable to us, and we genuinely regret any dissatisfaction caused by the delay in processing your refund.

  Upon reviewing your case, I want to assure you that we take your concerns very seriously. While we understand your disappointment, I'd like to clarify a few points. Firstly, regarding your support tickets, I acknowledge that some responses were provided. However, it's evident that our communication and resolution processes fell short of meeting your expectations, and for that, I am truly sorry.  We are investigating this matter to determine if the root cause is primarily due to personnel or process issues.  

  I'm pleased to inform you that your refund has been processed - please see the attached receipt. Not only have we refunded the amount for the canceled item, but we've also reimbursed the cost of the item you did receive. As a gesture of goodwill, we've added a $25 store credit to your account, which you can use towards any future purchase on GoVets. We sincerely hope this compensation demonstrates our commitment to rectifying the situation and rebuilding your trust in us.

  Regarding the ongoing issue with the *** displaying as in-stock despite being backordered, please know that we are actively investigating this matter. We rely on real-time availability data provided by our suppliers for millions of products, and while rare, discrepancies can occur. Rest assured, we are working diligently to resolve this issue to prevent similar occurrences in the future.  In the meantime, we did prevent future orders from being made for this ***.   If you're still interested in purchasing this particular item or an alternative (assuming it is available), please reach out to me directly @ *************************************** and I'll work with you to get the best possible pricing on this or a close alternative.   

  Furthermore, I'd like to address the inefficiencies in our ticketing system.  Although we do use the best-of-breed ********* systems in the world (Zendesk), we acknowledge that the number of tickets you submitted exposed weaknesses in our current processes. We are taking immediate steps to improve our system to ensure better organization and escalation of customer inquiries. We appreciate your patience and understanding as we strive to enhance our customer support experience.
  
  Once again, I apologize for the inconvenience and frustration this has caused you. If there's anything else we can do to assist you further or if you have any additional concerns, please don't hesitate to reach out. Your satisfaction is our top priority, and we remain committed to providing you with the exceptional service you deserve.  I know this experience likely means that we lost you as a customer, but I sincerely hope we can find a way to earn your trust in the near future.

  Best regards,
  ***********************, **************************************

  Customer response

  02/29/2024

   
  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

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Attempted to order item from GoVets' website presence, but encountered great difficulty with the order entry and confirmation process. 1st, tried to register my email, but the website never sent a confirmation link to my email address (i verified confirmation email was not in my junk email folder). 2nd, I attempted to place an order as a guest. GoVets' website noted that I would receive an order confirmation email, which was never received. Again, I verified nothing was in my junk email folder.3rd, I went back to *****'s website and attempted to cancel the order. 4th, the next day I noticed GoVets had submitted charges to my **************** Account. I attempted to contact GoVets telephonically to request the order be canceled. I contacted ***** to inform them that I was refusing the package. I also contacted **************** and informed them that the charges were not approved.5th, several emails and telephone calls with GoVets on Jan 22 and 23 where I was provided conflicting information. On Jan 22, ******** informed me that a prepaid ***** return label would be provided. I called on Jan 23 and was informed the prepaid ***** label had been disapproved by management. Although pacakage was delivered by *****, I was informed that I had to take the package to a Grainger facility more than 1 hr from my resident in the DC area. The individual I spoke to on Jan 23 was terse, abrupt, and just plain rude - shouldn't be allowed to interface with customers. Just want this transaction reversed and the vendor to retrieve their unopened package which should have never been shipped to me. I purhcased an alternative item from a local ***********

  

  Business response

  01/30/2024

  Please see correspondence with *********************. This issue has been resolved and he sent an email.

  

  Business response

  01/30/2024

  Hello *****,

  We appreciate the opportunity to resolve this for you. I will be keeping an eye on your return so that we can refund you once it is received back to the warehouse. We hope that you will give us another chance for your business.

  Thanks,

  -********

  Customer response

  01/30/2024

  Thank you Better Business Bureau (BBB) for your assist regarding my complaint against GoVets of *********, **.
  
  I would like to rescind my complaint as the issue has subsequently been fully resolved.
  
  A member of GoVets management reached out to me on January 23, 2023, to gather additional insights into my complaint. Over the past three days and several telephone conversations, GoVets management worked with me in a solutions-oriented manner to resolve my concerns. I am happy to report that we were able to secure a win-win outcome for both the customer and the business.  I am fully satisfied (and impressed) with GoVets efforts to resolve this complaint in a win-win manner.
  
  Thank you, BBB for your body of work. It is clear to me that you provide an invaluable service for both consumers and businesses in advancing trust in the marketplace especially e-commerce.
  
  
  Kind regards,
  *******************

  Customer response

  01/30/2024

   
  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,
  
  *********************

  **********************

   

  Thank you Better Business Bureau (BBB) for your assist regarding my complaint against GoVets of *********, **.
  
  I would like to rescind my complaint as the issue has subsequently been fully resolved.
  
  A member of GoVets management reached out to me on January 23, 2023, to gather additional insights into my complaint. Over the past three days and several telephone conversations, GoVets management worked with me in a solutions-oriented manner to resolve my concerns. I am happy to report that we were able to secure a win-win outcome for both the customer and the business.  I am fully satisfied (and impressed) with GoVets efforts to resolve this complaint in a win-win manner.
  
  Thank you, BBB for your body of work. It is clear to me that you provide an invaluable service for both consumers and businesses in advancing trust in the marketplace especially e-commerce.
  
  
  Kind regards,
  *******************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered ultrasound cart on October 9, 2023. After making purchase, was told item was on backorder. GoVets.com terms and conditions state that they charge for backordered items up front and I must contact the manufacturer to discover when backorder will be cleared. They did not state who the manufacturer was or how to contact them. With 72 hours, I submitted a cancellation ticket with the proper online form requesting a refund. Two months later and I have no cart, no refund, or communication from the business. The item continues to be listed on their website as "in stock." This appears to violate both the Federal Trade Commision's Mail or Telephone Order Merchandise Rule and ****** rule on charging before shipping.

  

  Business response

  12/15/2023

  Dear ********************,
  As one of the owners, I want to start by expressing my sincerest apologies for the frustrating experience you've had with your recent order from GoVets. I want to assure you that this is not representative of how we typically conduct our business, and we deeply regret the inconveniences you've faced.

  Your feedback has prompted us to take a closer look at our supply chain communication system. We recognize that there was a breakdown in our communication regarding backorder timelines and the cancellation of your order. This is an issue that we are taking very seriously, and we are committed to addressing it to prevent similar situations in the future.

  At GoVets, we offer a vast array of products, and we rely on a real-time system to keep our product listings up to date. This system is primarily based on regular updates from our suppliers. However, we acknowledge that there can be instances where things do not go according to plan, as in the case of your order. We are actively working to further refine our interface with one of our key suppliers to ensure smoother operations. While this may not resolve the problem you encountered, please know that we are continuously striving to improve our services.  The product related to this order has since been updated and is no longer available for sale.

  Regarding your mention of our Terms indicating the need to communicate with the manufacturer, I want to clarify that this is not the case, there is nothing in our terms that mention this and it may have been misread or mis-interpreted when reading our Terms and Conditions.   We take full responsibility for understanding and managing the status of your order within our supplier's systems. Our commitment is to make the ordering process as hassle-free as possible for our customers, and I apologize of any confusion there has been in interpreting our terms.

  I sincerely hope that you have since found the ultrasound cart you were looking for. I also want to inform you that we have already initiated a refund for your order. As a gesture of goodwill, we've credited your account with ********************** credit that you can use for future purchases on GoVets, including our ongoing holiday promotions where you can enjoy an extra 25% off your order.

  We genuinely value you as a customer, and we don't want to lose your trust and future business! I encourage you to explore our reviews on ******************* and Reseller Ratings, where you'll find numerous satisfied customers. We are committed to making your experience with GoVets a positive one, and I'm here to help in any way possible to ensure your satisfaction.

  Once again, please accept our deepest apologies for the inconvenience you've faced. If you have any further questions or concerns, please don't hesitate to reach out to us. We are here to assist you and make your future interactions with GoVets a more pleasant experience.

  Sincerely,
  ********** (Co-Owner)

  Customer response

  12/21/2023

   
  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

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/03/2022, I placed an order ********* (for a wrench) with GoVets in the amount of $36.75. Their website indicated the item purchased was in stock. I was soon informed that the item in question was on backorder, and I was a given a date in the near future as to when it would be available and shipped. GoVets, for over a year, continually sent me updates as to when this item would be shipped. On 07/17/2023, I requested a cancellation of the order (and refund), at which time GoVets responded and indicated the order was cancelled and that a refund was due in 7-10 business days. As of today, it has been 17 days since my order cancellation was processed. I have still not received a refund to my original payment method. I fear that if I do not file this complaint, GoVets will not refund my money.

  

  Business response

  08/29/2023

  Hey ****,
  I apologize for the hassle you've experienced. The refund has been processed in full. It seems there was a glitch that prevented the automatic refund for this order, and I want to sincerely apologize for any frustration this might have caused you. If you had reached out to our customer service, we could have swiftly escalated the issue and resolved it without delay. Your satisfaction is our top priority, and we're here to help whenever you need us.
  Thank you for your understanding,
  
  Laura

  Customer Service Supervisor GoVets

  Customer response

  09/06/2023

  
  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

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 28 I placed an order ********* online with go vets. On July 3, I cancelled the order online per the instructions. I received confirmation via email and ticket #****** was assigned. I called to confirm and ask about charges. I was told since it hasn't processed there would be no need. On July 6th an email receipt saying my credit card was charged $815.29 was received. I called again asking about the refund. I called on July 11 was told 7-10 business days for the refund with an email confirmation. I called July 25 to ask about the refund since 10 business days had expired. I was told they called the supplier and it was escalated to accounting and would receive a call the next day since accounting was gone for the day. I called again on July 28 to find out what was going on and was told it was escalated again and would be resolved in 7-10 business days. I informed them that the erroneous charge has now incurred an interest fee and would like it resolved. Again 7-10 business days was the answer.

  

  Business response

  09/05/2023

  We sincerely apologize that this customer had encountered this issue.  After a customer submits an order on GoVets, the order is submitted to our supplier as soon as possible to ensure that the customer obtains their product as quickly as possible.  For the majority of our orders, this automation allows us to ensure customers receive their orders in an extremely expeditious manner.   Unfortunately, for this order, the customer's order was indeed submitted to our supplier, but since it was backordered, we have an internal process that allows us to prevent potentially fraudulent or friendly fraud situations from happening, where customers receive the shipped product and we are no longer able to charge their method of payment due to expired authorizations on their credit cards or prematurely refunded payments.  For this customer, their refund was about to be processed within our automation system and therefore we decided to refund the customer without submitting a counter-response to a dispute that they submitted with their bank for this transaction.  Their payment has been refunded in full.  As shown in this customer's complaint, we did have several agents engage with him explaining what was going on.  We sincerely apologize for the inconvenience that this matter caused, but we also have an internal process that we must follow to cancel orders and protect our interests from potential friendly fraudsters.  Margins are extremely thin for these types of products and losses due to fraudulent activities can be extremely painful for our small business.  If you have additional questions / concerns, please do not hesitate to reach out. - Take care, Marc.

  Customer response

  09/07/2023

  
  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

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 25 March 2023, I placed an order with GoVets. The product listed showed it was in stock and ready to go. After placing my order, I was informed via email that the product was on backorder. No timeline was provided on when the product would be back in stock. On 24 April, I had not received any updates on my order, but the product was showing in stock again on GoVets' website. I utilized chat support and asked about my order status. I was told i would need to wait another 4 weeks for the supplier to fulfill the order. At this time I decided to cancel my order. I was informed I'd be getting a refund or the charge removed my account within 7-10 business days. On 17 May, there was still no refund and the charge was still on my account. I used chat support again and was told this issue would be escalated to the accounting manager and I would receive a follow up via email in 24-48 hours. By morning of 22 May, no contact seen. I followed up again 22 May and was told I'd be receiving a follow via email by end of day and the issue had been escalated to the accounting department and the manager of accounting has been notified. At this point I do not believe GoVets is able to fulfill my request of a refund. A BBB complaint is my current hope for resolution. If this does not get my money back, I'll address it with my credit card company and/or law enforcement.

  

  Business response

  05/23/2023

  Good Morning Mr. *******,

  Thank you for reaching out. I am the Accounting Manager, and process all the refunds by hand, which can take some time. I apologize the refund timeframe failed to meet your expectations. I have refunded your transaction. You should have received an email with the credit memo, but I also attached the document to this reply for your review. 

  Have a wonderful rest of your week! 

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/06/2022 I purchased an item from GoVets on their website. See attached receipt. On 12/08/2022 The box arrived, but it had been damaged and it was completely empty. See attached. When I spoke to GoVets, they explained that I needed a Bill of Withdrawal in order to complete a refund. When I contacted the bank, they explained that they do not issue that document. Without any other recourse, I initiated a dispute. For some reason the dispute was settled against me. Now both the bank and GoVets are claiming that there's nothing they can do. Now I have no merchandise and I am out $251.

  

  Business response

  03/22/2023

  Hello. This order *********** was placed on our website on 12/3/2022. During check out, the customer agreed to our terms and conditions.  The order was delivered Thursday, December 8, 2022 at 3:40 pm by ******  Attached, the proof of delivery, displays the customer's house as well as weight and measurements of the package.  The customer reached out to us on 12/8/2022 via chat to let us know the box had been damaged.  A return was initiated, and we requested pictures to have it sent back (per our terms and conditions).  Once the item was sent back, we would have issued a refund or a replacement (whichever the customer preferred).  However, the customer never followed up to that request. Instead, he immediately filed a dispute with his credit card company.  Signs of Friendly Fraud.
  
  Like all disputes, we submitted the required details to the bank (all customer communication, proof of delivery, etc.) and we won the dispute.  The dispute determination was made by the customers issuing bank based on the customers supplied information and our counter information, that is specific to ****, and more specific to the chargeback reason - 13.1 merchandise not delivered. 
  
  On 3/20/2023, the customer called our support line, and was very discourteous and demanding to our agents. Stating, he wants his refund. Multiple agents explained the situation, and the call was escalated to the Customer Service Manager. At that time, it was explained to the customer, that he did not follow through with the return process and due to the order being disputed and resolved in our favor, we can no longer provide the customer with a refund. During a dispute, the funds and fees are pulled from our Merchant acct and placed in escrow while the dispute is being processed. Once the issuing bank has made a determination the "winning" party receives the funds. Due to the order being in a dispute state, we are no longer able to refund the order, even after the funds are received. 
  
  During the dispute process, we requested a Bill of Withdrawal AFTER his dispute was made multiple times.  We also requested that the customer follow through with the return that was initiated.  During this time, for the customer to receive a refund, he could have followed through with the return or provided a bill of withdrawal from ****. Again, he did not want to follow through with the return but rather file a dispute, that was decided against the customer. All these factors are red flags for Friendly Fraud.  
  
  This order contained tracking and shipping details, clear and concise refund/return policies, that all were ignored and circumvented. Our team attempted to make the customer whole multiple times and assist with the return. Unfortunately, due to the chargeback initiated by the customer we are no longer able to refund his order.  We instructed the customer to contact his issuing bank to discuss the refund, as they made the determination of the dispute. 

*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. ↩