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Delayed shipment plus weak customer service
"*Update: Order arrived a day after my first review. If Drs. Foster & Smith were to improve their customer service so that more information was available in the event of delays or shipping issues, I would happily give 5 star. I know the rep was trying to be helpful, but I was getting worried.Convenient service, far better value as well! My vet charges about 4x as much for the tablets and I was losing the will to live as the meds used to be cheaper, even so they were still double the price of Drs F&S!I advise you to keep stocked up on medicine in the event of delays.Initial review:Ordered more than a week ago. Asthma medicine for my cat who just leapt up to 5mgs a day from 2.5mg. Now shipment says delayed - unknown delivery date. They use USPS so expect nothing less. Customer service representative just tells me to call the pharmacy. Why am I chasing something that I've paid and waited for? You can see it's delayed. My poor lil guy can't be without his meds or he has serious, harmful asthma attacks. Now I'm stuck without medicine! I'm disgusted. I think I'll avoid. Reps have no power it's just useless info. "
"A wonderful purchase for my blind baby, Mandy. I appreciate and applaud the inventor for this unique aid. Thank you all for loving our babies."
Don’t expect delivery when they say
"We ordered over the weekend and were told our order would be here within 4 business day...called on Tuesday and was told there was a problem with the order and would have not known if I didn’t call..he said he would change to two day shipping. Called Friday and was told we wouldn’t receive order until Monday after waiting at home for order...DO NO USE THEM"
"Purchased 500+ dollars worth of inverts for a large marine tank. They sent me an ammonia bomb (a bag full of dead mexican turbo snails) which wiped out the entire aquarium.Over $5000 worth of fish, coral and inverts completely wiped out in a tank that was stable for over 2 years.LiveAquaria (Doctors Foster and Smith) would not do anything to remedy the situation. I would not recommend LiveAquaria. "
Horrible customer service
"I placed an order for HeartWorm medication on 7/30/17 and decided to use this company for the first time. I did not hear anything from the company that my order had been shipped so I contacted them today via chat. The rep advised me that they have not even contacted my vet yet to get the approved, but she would have their pharmacy contact my vet today. I then asked for expedited shipping since this was their mistake, and they could not find the time to get around to contacting my vet, and she offered 5 business days delivery. I explained that I was upset, and I felt like she should have it next day delivered since they made the mistake and did not contact my vet yet (their site says they contact the vet within 24 hours). She then said she could not offer me the 1 day expedited (which is an option when you check out), but would give me 3 day expedited. Poor customer service, and they do not seem to even care. I will not be using them again. Make sure if you order something from them, you check the status, because they may forget about your order. "
Good experiences so far
"I've placed about 3 orders from them this year (aquarium stuff), I found the prices couldn't be beat and they typically have a sale on top of the lowest prices! My first order arrived 9-10 days later, and looked like the shipping company dropped the package causing one of the chemicals I ordered to open and ruin some items. They included a hassle free return label, which I filled out and sent back the damaged goods free of charge. A week later a replacement package was waiting for me at home, that was easy. The next time I ordered, again it came in 2 shipments the first package arrived 8 days later and the 2nd about 12 days. The 3rd time I ordered, the package was delivered according to the USPS 10 days after ordering but there was nothing at my house. I called DF&S to verify they shipped it to the right address, from the tracking I could only see it was delivered to my city and left at the mailbox but couldn't see to what address. I didn't expect them to send a replacement it did say it was delivered but they did. I can't complain about anything. The first package was ruined by the shipping company, which they replaced on their own dime. The 3rd package the shipping company apparently delivered to the wrong house, which they replaced on their own dime. Be aware they're a fantastic company in my experience, but don't expect your package within the week. Service & price A+++"
Poor Customer Service
"I ordered wild bird food from them. The order was delayed in transit to my house so I contacted the "Customer Service" organization. I asked for their assistance. They informed me that I needed to take several steps which all came across as making their problem mine. I asked to have the product returned to them since I no longer wanted to receive it. They told me that I needed to do the work to have it rerouted to them. Will not be shopping with them going forward."
Complete Order didn't arrive
"My order arrived on 5/25 and there were products missing. There was a note stating that certain items were backordered and would be shipped on 5/30. As of June 6th, no completed order and no communication as to the status of the the missing items. 1) If they do not have an item in stock, it should be listed as backordered, so you can have the option of ordering time sensitive items somewhere else 2). The lack of follow-up on backordered items is appalling."
Can't get around to shipping
"A full week after placing an order for my dog's critical pain meds, I received an email at 11:15 pm saying the order had been shipped. A week to ship would have been bad enough if it were true, but another 24 hours later, the USPS web site says that they have only been advised to expect a package for me. F & S hasn't actually delivered it to the post office yet! No apologies or even sympathy when I called Customer Service. This will be my first and last order to this company!"
"I ordered 7 bags of rabbit treats about a week ago. Shipping said it would take about 5-7 days. I received my correct order on time! I was reading all these bad reviews and started to get worried that I would get the wrong product or it wouldn't come for weeks but Drs. Foster and Smith proved them wrong. I had ZERO issues and 100% customer satisfaction. Price was cheap too! "
Don't send your prescriptions to Dr Foster and Smith
"I placed an order weeks ago for my cats Felimazole in addition to many other items. When I became worried that it wouldn't arrive in time, I called and had it expedited...supposedly for two day shipping. Three days later still no package. Called again, unknown what happened to that package. One problem after another and I still do not have my medicine. Changing back to Valley Vet! "
"customer service is great and very pleasant I have been dealing with foster & smith for a few years now and they resolve any issues you may have very fast"
"I haven't been just a one or two time ordering customer. Besides the wrong product being shipped and then having to wait for what I ordered they have been on backorder for a product that is available through the manufacturer as well as other companies online and just extended it another week. Who knows what they will say after that. Undependable, Are there really vets who run this business? How can you "run out" of a product that the manufacturer has plenty of? I will not be ordering ANYTHING any longer. I now have to wait again while I wait for my order from another company.AND THAT'S HOW YOU LOSE CUSTOMERS - ONE AT A TIME"
WORST service EVER
"This company is by far one of the WORST I have ever encountered. I can't even tell you how HORRIBLE their customer service is and how RUDE and inefficient they are. I registered under MY e-mail address with MY name and MY vet's information but yet they had my prescription under the previous resident's name and faxed the script request to MY vet under a totally different name. Days later I called out of curiosity as to why it is taking so long to get my order going and then I found out that they have made a clerical error. No apologies, no attempts to even get the order going. I have been chasing my vet to send them a script instead of them doing it. It has now been 5 days with ZERO progress. I've called multiple times to Dr Fosters and Smith only to have women rudely pass me over and put me on hold. If one of your agents made the clerical error shouldn't you be making the phone calls to the vet? Shouldn't you make an attempt to correct this. At least give an apology! PetCare Rx has way better service. Go spend your money where it's appreciated."
"I will never purchase anything from this company again. I returned an order I placed, and according to UPS tracking, they received my return on 8/12/2016. Today (8/26/2016) after almost two weeks I still haven't received my refund. I contacted customer support, and was told it takes up to three weeks to issue a refund? Three weeks? You get to tie up my funds for THREE WEEKS after I return your merchandise? So I complain, and after providing the UPS tracking number, and name of the person who received my return, they agreed to issue a refund. Then they tell me that it will be an additional 3-5 days to process my refund!!! This is ridiculous, they didn't need 3-5 days to charge my credit card, and in this day and age refunds should be instantaneous. It's nothing more than a transaction and it doesn't take 3-5 days. This is horrible customer service! Never again will I deal with this company."