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:06/18/2025

  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.

  I have a cat that has severe eye issues from birth and is dependent on her medication. Her eye doctor prescribed medication from Allivet for which they fax and email, as well as contact Allivet to make sure the prescription is received. Each time I try to reorder it us a fight to get approval when the doctor summits it every time. Finally we had to seek it at *****. Allivet is extremely negligent and not efficient in making sure pets medication is delivered.

  

  Business Response

  Date: 06/26/2025

  Dear *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any stress or inconvenience this experience may have caused you and your cat. We understand how important it is to receive your pets medication in a timely and seamless manner, especially for conditions as serious as the one you described.

  At Allivet, we are committed to providing reliable service, but we also rely on timely communication with prescribing veterinarians to fulfill prescription orders. For your recent order placed on 6/16, our system automatically sent a fax request to your veterinarian at the time of purchase. We followed up with two additional fax requests and a phone call the next day. Unfortunately, the prescription approval was not received from your vet until later that afternoon, after your order had already been canceled. As a result, no charges were applied to your account.

  Its important to note that all prescription medications require vet approval before they can be processed and shipped. As stated on our website, once a prescription is approved, it typically takes about 24 hours for the pharmacy to review and then be prepared the for shipment.

  After reviewing your order history, we found that nearly all of your past orders were shipped within the expected timeframe, with the exception of one order that experienced a delay with ***** That order was promptly reshipped at no additional cost to you.

  While we regret that this most recent experience did not meet your expectations, we want to assure you that we take these matters seriously and are always working to improve the efficiency and reliability of our services.

  We truly value you and the well-being of your pet, and we hope to have the opportunity to serve you better in the future.

  Sincerely,

  Allivet ************* Team

   

   

  Customer Answer

  Date: 06/26/2025

  Thank you for your time and effort in helping customers in having a better outcome and solutions to problems solving. 
  

  I spoke with the representative from Allivet today and explained that this has happened twice and it is never just about just one animal but all animals that lack their medication in loss of communication . 
  As I never received her medication there, Allivet, we went to another business, Chewy and the same process took place through the same person on the vet side, and was over nighted by that company . I explained it was the same person and the vet prescription was handled in the same matter. The only difference was that Chewy chose to have an above and beyond direct personal conversation with the vet other than rely on texts and emails. 
  We both agreed this is a better solution to the situation. 
  I am completely satisfied moving forward and wish to dismiss any further actions . 
  Thank you again, for helping to resolve these issues. 
  ***** ******

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23483950
  
  

  Thank you for your time and effort in helping customers in having a better outcome and solutions to problems solving. 
  

  I spoke with the representative from Allivet today and explained that this has happened twice and it is never just about just one animal but all animals that lack their medication in loss of communication . 
  As I never received her medication there, Allivet, we went to another business, Chewy and the same process took place through the same person on the vet side, and was over nighted by that company . I explained it was the same person and the vet prescription was handled in the same matter. The only difference was that Chewy chose to have an above and beyond direct personal conversation with the vet other than rely on texts and emails. 
  We both agreed this is a better solution to the situation. 
  I am completely satisfied moving forward and wish to dismiss any further actions . 

  
  Thank you again, for helping to resolve these issues. 
  ***** ******

• Initial Complaint

  Date:06/10/2025

  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.

  On May 28, I received a prescription for a medication for my dog. The instructions for filling the prescription through the ******** policy were to mail in the prescription and they would fill it. I mailed it on May 29. On June 4, I called to check in the status of the prescription and I was told that they received it the day before and would begin working on it the next business day. I called again on June 5, and was told that the quantity I selected didnt match the prescription so they couldnt fill it. They cancelled it and told me to place another order for the correct quantity. I did, but I learned yesterday that I selected the wrong dosage. When I called yesterday (June9) to check on it and a young lady name ****** got the pharmacy on the line and the representative read me the prescription. I selected the correct dosage. Player yesterday afternoon, the pharmacy sent me an email that they could not get in contact with my vet to verify the prescription. I called the vet and they said they had not received a call. I called this morning after speaking with the vet twice to make sure they hadnt gotten a request to verify the prescription. They had not. I called ******** and they said they had not received the prescription, and that I needed to mail in the prescription before they could proceed. I have been waiting two weeks for the prescription and still dont have it. Please advise.

  

  Business Response

  Date: 06/16/2025

  Dear ******,
  

  Thank you for bringing this to our attention, and I sincerely apologize for the frustration and inconvenience youve experienced throughout this process.
  

  After reviewing your order and communication history, I want to clarify that the primary issue causing the delays was due to discrepancies between the medication details on the prescription we received from your veterinarian and the selections made when placing your orders. As a licensed pharmacy, we are required to ensure that the dosage and quantity ordered exactly match the written prescription before we can legally and safely dispense the medication.
  

  Each time we received an order where those details did not align, we had to pause processing and notify you. Our goal in doing so was to prevent further delays by ensuring the correct product was selected. I also attempted to reach you by phone multiple times to discuss and assist with placing the correct order, but was unfortunately unable to connect.
  

  Please know that we are still committed to getting this resolved for you. If you wish to discuss this issue further and would like assistance with placing your order to ensure it is for what your veterinarian ordered,please feel free to call us. Our customer service number is ************
  

  We appreciate your business and thank you for your understanding.
  

  Warm regards, 

  ***** ****

  Senior **************** Member

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23449577
  
  I am rejecting this response because: The response is not accurate. They only tried to contact me after they received my complaint to the BBB. My last communication with them was to argue that they had received the prescription and they kept saying they had not received it. By the time they called me to say they had the prescription, I had gone to the vet to get another prescription. I sent it to another company that same day.  They will not admit what happened on their end. We had fixed the error with the order not matching the prescription. Then they said they didnt have the prescription. I do have the email where they said they didnt have the prescription.  I also have the voicemail where all of a sudden they have the prescription (AFTER the BBB complaint was filed).
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/14/2025

  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.

  I mailed prescriptions for my dog in to Allivet and called them last week to order his medicine. The phone *** confirmed they received the prescription on April 6. Now they dare sayin they cant ship the medicebe because my vet is. It responding to their request. My dog is in need of his medicine and they will not mail it.

  

  Business Response

  Date: 04/16/2025

  Dear ********,

  Thank you for your feedback and for bringing this matter to our attention. I sincerely apologize for the frustration and confusion you've experienced with your recent order. We understand how important Bears medication is, and we deeply regret the inconvenience this situation has caused.

  After reviewing your case, I want to clarify the timeline and address what occurred. When you placed your order on April 12, our agent correctly informed you that we had received your prescription. However, since our pharmacy team is unavailable on weekends, the prescription had not yet been approved at that time. As a result, the system continued to send automatic emails to both you and your vet indicating that we were still waiting on the prescription. These emails are triggered until the pharmacy team completes the approval process.

  I also understand that during your interactions with our agents, you were provided with inaccurate information regarding the status of your prescription. For this, I sincerely apologize. We should have been more clear and consistent in updating you on the status of your order. Please know that we have taken steps to ensure that this doesnt happen again.

  As a gesture of goodwill, we added your order to our express list and waived the Next Business Day shipping charge. Your order shipped yesterday and is scheduled to arrive today.

  
  Once again, I am truly sorry for the inconvenience this has caused, and I appreciate your understanding as we continue to work to improve our processes. Should you have any further questions or need assistance, please don't hesitate to contact us.

  Thank you for your continued trust in Allivet.

  Sincerely,

  ***** ****

  Sr Team Member, CS Ops Support

  Customer Answer

  Date: 04/16/2025

   
  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:04/07/2025

  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 had an autoship for three meds set up. For various reasons, one of which being the terrible customer service, I decided I wanted to cancel my autoship and delete my account. There is no way for you to do this yourself. You can stop your auto ship but not cancel. You cannot remove your credit card information and you cannot delete your account entirely without contacting Allivet. So I stopped the autoship and sent an email on 2-20-25 asking that my vet not be contacted for prescriptions, to not send any more auto shipments and to delete my account. I got a reply from ***** ******* Security Analyst on 2-24-25 stating he had received my request and to allow up to 30 days to complete this, that I would be notified when this was completed. I didnt hear anything after that but was unable to sign into my account. I took that to mean it was deleted. Imagine my surprise when I get an email telling me of my upcoming autoship. I emailed ***** on 4-2-25 asking if my account had been deleted and stating that I do not want any shipments, remove all my info. Havent heard back. Tonight I get a email thanking me for my order,on an account that I have no access to. There is a pending charge on my credit card. Seems pretty sketchy that a company can charge you when your account/info was deleted per a security analyst.

  

  Business Response

  Date: 04/17/2025

  Hi ******,

  I want to start by sincerely apologizing for everything youve experienced. After taking the necessary steps to stop your AutoShip, remove your information, and delete your account, you should not have had to follow up againlet alone receive another charge or confirmation email. I can only imagine how frustrating, disappointing, and frankly, unsettling this must have felt, especially after being reassured that your account was removed.

  Please know that weve taken your concerns seriously. A full refund has been processed for the recent charge, and Ive confirmed that your account and all associated information have now been fully removed from our systems. Your payment details have been deleted, and there are no active AutoShipments or prescriptions under your name.

  For future reference, if you ever wish to make changes to an AutoShip, you can do so directly by logging into your account and visiting the My AutoShip section of the website. This allows you to cancel or modify upcoming shipments at any time.

  I understand your trust in us has been shaken, and I want to thank you for your patience while we made things right. If theres anything further you needor if anything else shows up that shouldntplease feel free to reach out directly.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23173786
  
  I am rejecting this response, but only partially. I was refunded for the ordered I did not place. This, I accept. 

  However, I am still receiving emails from you. I have one from this very morning. If my account and all associated information has been removed from your system completely, as you stated, then why am I still receiving emails telling me how Allivet thinks my pets health matters? 

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

  

  Business Response

  Date: 04/21/2025

  Hi ******,

  Thank you for your response, and I truly appreciate you sharing this. I completely understand how frustrating it is to continue receiving emails after being told your information was removedespecially when it feels like the issue should already be behind you.

  I do want to reassure you that your account and all associated information have been fully removed from our system. The email you received was part of a preplanned campaign that had already been scheduled before your removal request was completed. Since that campaign had already been set in motion, it was unfortunately still delivered to your inbox.

  That said, no further emails will generate going forward. Your information has been fully deleted from our marketing and operational systems, and you will no longer receive any communication from us.

  If anything else does come through or if theres anything more I can do, please dont hesitate to let me know.

  Customer Answer

  Date: 04/23/2025

   
  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.
  
  
  

• Initial Complaint

  Date:03/23/2025

  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.

  I placed an order for pet medicine on 3/19 and on 3/23 it still has not been fulfilled. My cat is sick and needs this medicine. The website said delivered in 1-3 business days. How is that possible when they don't fulfilled it in 4 business days?

  

  Business Response

  Date: 04/04/2025

  Hi ********,

  Thank you again for your patience. I truly understand how important this medication is for your cat, and Im so sorry youve had to wait longer than expected.

  We placed a replenishment order with the manufacturer well before running out of stock, but unfortunately, there has been an unexpected delay on their end. Weve been told that the new inventory should arrive during the second week of April.

  Please know that weve already flagged your order with the Fulfillment Supervisor at our Indiana facility so it will be prioritized the moment the medication arrives. Ive also waived the next-business-day shipping fee so that once it ships, it gets to you as quickly as possible at no extra cost.

  Ill continue to keep you updated every step of the way. If anything changes, or once the item ships, youll be the first to know. In the meantime, if theres anything I can do to support you or your pet, please dont hesitate to reach out.

  Customer Answer

  Date: 05/05/2025

   
  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:03/12/2025

  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.

  3 months ago I set up an account with ******************** an online pet Pharmacy in which I set up an account for an automatic shipment of my pets medication on a monthly basis my bank account information was provided and autoship was selected they contacted my veterinarian office and received a legitimate prescription to be able to provide my dog his monthly medications the first two months I received the medications on time this month they have taken their money and I keep checking the status of the order and it has not been fulfilled this is a time-sensitive matter in which my dog needs his medication in order to avoid further illness and costly bills as he did not receive his medication in a timely manner when I called customer service they could not tell me when the medication was going to ship as it was supposed to have been shipped on February 13th and they took the money on February 13th when I asked her what the delay was they updated their computer system which is why there is a delay I explained to the representative that they should have notified their customers of this and knowing that that should not have been done as several pets Health are being put In Harm's Way to update a new computer system that there should have been a better resolution and notification to their clients as this can be a costly matter as pets rely on their medications just like humans and without medications complications arise which then you have to go to the doctor or the vet which cost the pet owner money due to this Pharmacy updating their computer system and not informing their clients had I known this I would have canceled the shipment and just went to my veterinarian or another legitimate company that doesn't seem to have issues when asking to speak to a supervisor she told me she was the highest supervisor that I could get I asked for what compensation I was going to be given a 50% discount and told me to go to my vet office and get a 7-Day Supply and she would pay the difference

  

  Business Response

  Date: 03/11/2025

  Hi *******, 

  I cant begin to express how truly sorry I am for the stress and inconvenience this delay has causedespecially when it comes to something as important as your pets medication. I completely understand how critical it is for them to receive their treatment on time, and I know how frustrating and worrisome this situation must have been for you.
  
  When we updated our systems, we never expected it would lead to delays like this, and I deeply regret that you werent informed ahead of time. Thats not the experience we ever want for our pet parents, and I completely understand your frustration. Your pets health should never be put at risk, and we should have done better in keeping you updated.
  
  To make this right, weve processed the remaining refund for your order, and weve also placed a store credit on your account. I also want to reassure you that our shipping timelines are now back to normal, so your AutoShip orders should process and ship without any further issues.
  
  Again, Im so sorry for the frustration this has caused. Your pets well-being is incredibly important to us, and we truly appreciate you giving us the opportunity to make this right. If theres anything else I can do to help, please dont hesitate to reach out.

  

  Business Response

  Date: 03/13/2025

  Hi *******, 

  I cant begin to express how truly sorry I am for the stress and inconvenience this delay has causedespecially when it comes to something as important as your pets medication. I completely understand how critical it is for them to receive their treatment on time, and I know how frustrating and worrisome this situation must have been for you.
  
  When we updated our systems, we never expected it would lead to delays like this, and I deeply regret that you werent informed ahead of time. Thats not the experience we ever want for our pet parents, and I completely understand your frustration. Your pets health should never be put at risk, and we should have done better in keeping you updated.
  
  To make this right, weve processed the remaining refund for your order, and weve also placed a store credit on your account. I also want to reassure you that our shipping timelines are now back to normal, so your AutoShip orders should process and ship without any further issues.
  
  Again, Im so sorry for the frustration this has caused. Your pets well-being is incredibly important to us, and we truly appreciate you giving us the opportunity to make this right. If theres anything else I can do to help, please dont hesitate to reach out.

  Customer Answer

  Date: 03/13/2025

   
  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:03/12/2025

  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.

  APA-******* order was seemingly mishandled and an inquiry was placed requesting information to receive medication. No recourse was offered and thus delivery was initiated late for medication. Due to this the medication will not be received in time due to this negligence. Another inquiry was placed however service time is not within acceptable time frames to receive a response. This medication is for seizures, thus it may be critical to health.

  

  Business Response

  Date: 03/11/2025

  Hi *****, 

  First and foremost, I want to acknowledge how dedicated you are to your dogs well-being. Theyre lucky to have such a caring advocate looking out for them. Waiting this long for medicationespecially when timely treatment is crucialis absolutely not the experience we want for our customers or their pets. I truly understand your frustration, and I sincerely apologize for the delays and the lack of communication along the way.

  We take full accountability for the missteps along the way and understand how stressful this must have been. You should have been offered an interim dose reimbursement or expedited shipping for your order. To make this right, we have issued a full refund for your order, and we have also added store credit for a future purchase. While this does not undo the inconvenience, we hope it helps in some way. We truly appreciate your patience and feedback, as it allows us to improve and prevent situations like this from happening again.

  I truly regret the communication issues you encountered, and I appreciate your patience despite the challenges. If there is anything else you need, please dont hesitate to reach out. We value the trust you placed in us, and Im sorry that we didnt meet your expectations. Wishing you and your pet all the best.

  

  Business Response

  Date: 03/13/2025

  Hi *****, 
  First and foremost, I want to acknowledge how dedicated you are to your dogs well-being. Theyre lucky to have such a caring advocate looking out for them. Waiting this long for medicationespecially when timely treatment is crucialis absolutely not the experience we want for our customers or their pets. I truly understand your frustration, and I sincerely apologize for the delays and the lack of communication along the way.
  We take full accountability for the missteps along the way and understand how stressful this must have been. You should have been offered an interim dose reimbursement or expedited shipping for your order. To make this right, we have issued a full refund for your order, and we have also added store credit for a future purchase. While this does not undo the inconvenience, we hope it helps in some way. We truly appreciate your patience and feedback, as it allows us to improve and prevent situations like this from happening again.
  I truly regret the communication issues you encountered, and I appreciate your patience despite the challenges. If there is anything else you need, please dont hesitate to reach out. We value the trust you placed in us, and Im sorry that we didnt meet your expectations. Wishing you and your pet all the best.

  Customer Answer

  Date: 03/13/2025

   
  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:02/20/2025

  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.

  There is no option on their website to cancel auto-ship orders. The only options are to skip (a one time option) for one month or to change the dates for each order ie: every four weeks, five weeks, up to 12 months renewal. I also can't remove my credit card on file due to it being attached to an auto ship order. This is ridiculous! They charge your credit card on file whenever they want to. Anytime I have attempted to make a change to my auto ship order they immediately charge my credit card, then charge again when the auto ship order ships. I have tried contacting them via their website chat and it always states that it is unavailable while listing their available chat hours. Yes, I always attempt to use during their listed hours. I have never seen a company that did not allow their customers to stop usage of their credit card and/or stop any provided services. I want my account information removed from their systems and do not want their services.

  

  Business Response

  Date: 03/06/2025

  Hi ******,

  I completely understand how frustrating this situation has been for you, and Im truly sorry for all the trouble youve had trying to manage your AutoShip and payment information. Thats not the experience we want for our customers, and I appreciate you giving me the chance to make this right.

  Ive gone ahead and suspended the AutoShip for Interceptor Plus and NexGard for ******, so no future orders will process. Ive also removed your credit card information from your account to ensure there are no further charges. Additionally, *** submitted an IT request to have your information completely removed from our system.

  I also want to clarify that there is an option to stop AutoShip onlineafter clicking Manage AutoShip, youll see a link just below our listed hours that allows you to cancel. I know this hasnt been an easy process, and I completely understand your frustration, especially with the challenges you faced trying to reach support. Thats definitely not the seamless experience we aim for, and I appreciate your patience while I worked to get this resolved for you.

  If theres anything else I can do to help or if you have any other concerns, please dont hesitate to reach out. I want to make sure everything is fully taken care of for you.

  Customer Answer

  Date: 03/07/2025

   
  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:02/19/2025

  Type:Delivery 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.

  On 2.12.25 I placed an online order with allivet for rescue disinfectant and chlorhexidine disinfectant. It is now 2.19.25 and per allivet they have a system update that is ongoing and they do not know when the order will be shipped. All I was told I would receive an update in a couple of days he couldnt even specify how many days a couple of days is. I ordered the rescue because ****** wouldnt deliver until march, and they wont sell me the chlorhexidine. Chewy only sells the chlorhexidine and not rescue. No physical store sells any of these products. I have a cat with ringworm that I need to clean the kennel with rescue so it can have a clean kennel after he gets his ringworm bath, cant even do that because I need to sanitizing also his carrier so he can go in there while I clean his kennel. If I bathe him and he goes back in those two places that havent been disinfected then Im just wasting my time bathing him. Hes being re-exposed to spores. Like are you being for real right now?! AAAAAAAHHHHHH

  

  Business Response

  Date: 03/04/2025

  Hi *********, 

   I cant begin to imagine how frustrating and stressful this situation has been for you. Youre doing everything you can to care for your cat, and the last thing you should have to deal with is delays in getting the essential supplies you need. I completely understand how urgent this is, and Im truly sorry for the inconvenience this has caused. I truly appreciate your patience.

  I see that your order has been delivered. Due to the delay, we have processed a full refund for your order. You should see the funds back in your account soon, depending on your banks processing time.

  I know this situation has been far from ideal, and I sincerely appreciate you reaching out and giving us the opportunity to make things right. If theres anything else I can do for you, please dont hesitate to let me know.

• Initial Complaint

  Date:02/17/2025

  Type:Order 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 initially started to autoship my dog's anxiety medications. Everything was fine until recently. Allivet stated that they have not heard from my vet, when my vet said they sent in the prescription renewal on 1/15. I have been going back and forth with Allivet for A MONTH and no solution. I have also contacted my vet to send the prescription again. Allivet has not had a solution for this, except for a voicemail that they said was from a supervisor saying my RX was cancelled because they did not hear from the vet. I could not even understand the supervisor's name as the voicemail was not clear and broken up. That is not the case. The voicemail stated I would get an email in a few hours and I never received the email. I think my email address was mistyped by the "supervisor" who sent it. The vet said they called and phoned in a prescription refill request on 1/15.Allivet is horrible to deal with and I will never deal with them again. I need my account deleted, and my credit card taken off their website. There is no way to do so on their website. That is not right. I also cancelled my autoship, but I do not trust that it is canceled. Please CANCEL my autoship and remove my credit card from the website. ****. Please remove my name, credit card, and autoship order from the website. AS SOON AS POSSIBLE.

  

  Business Response

  Date: 03/03/2025

  Hello *****,
  
  I want to start by sincerely apologizing for the frustration and back-and-forth youve experienced. Your Roadie's anxiety medication is important, and you shouldnt have had to go through so much trouble just to get a straightforward resolution. I completely understand how upsetting this situation has been, and I appreciate you taking the time to share your experience and be an advocate for Roadie.

  To clarify, we take your concerns seriously and want to ensure everything is fully resolved for you. We have canceled your Autoship subscription and removed your payment method from our system. Additionally, weve processed a request to our IT department to completely delete all of your information from our system.

  I truly regret the communication issues you encountered, and I appreciate your patience despite the challenges. If there is anything else you need, please dont hesitate to reach out. We value the trust you placed in us in the past, and Im sorry that we fell short this time. Wishing you and Roadie all the best.