EntirelyPets Overview
EntirelyPets has a 1.6-star rating, derived from feedback provided by 140 customers. In the Pet Medicine and Veterinary Clinics category, it secures the 7th position out of 214 companies.
Rating
Contact Information
Website
www.entirelypets.com
Phone
(800) 889-8967
34501 7th St., Union City, California, 94587-3673, United States
EntirelyPets Reviews
Beatrice
10 days later. Not even shipped. Paid for priority shipping.
I have a very sick cat. I placed an order on July 29. I paid for priority shipping which should have gotten her medication here well before it ran out. It is August 9 and according to their website and tracking, a shipping label was just created. I tried using their chat option last week. No one ever came online. Customer service is nearly impossible to reach. I finally reached them today and they said that they cant cancel the shipment and that I can return it with a 20% restocking fee! Meanwhile, my cat is worse and reordering from another company will just take more time. If I could give them negative stars I would.
Narda
Worst company I ever ordered from
I ordered Hardball Control bag of Greenies and they sent me Treats That is not what I ordered. If I wanted treats I would have ordered Treats. There is nothing on the bag they sent me that says anything about Hairball Control. The representative that answered my complaint said that Hardball Control says Treat on it. This is ignorance of pet products. There is a difference between a Hardball Control product and a treat. I warn anyone and everyone to not order from this company. The idiot (Jacqueline) also said I could return the bags for a 20% stocking fee. That is laughable. They charge me and send me the wrong product and then want to charge me for sending it back. Order #SOEPRX369060
Susan
Broken merchandise
I had ordered 2 boxes of "Litter Locker" cartridges. Five of the cartridges where the blue plastic is ,was ripped to shreds!! I would like to be compensated for these unusable products. Susan Lassman
Dallas
Never answered me about a refund request
I paid more for the shipping to get it within 1 to 2 days (didn't need a vet prescription for the item) and it took much longer to receive item. So I requested a refund on the shipping that I paid more for. Sent many emails. No answer. Called and was unable to reach anyone. A scam company. Best not to deal with these guys.
sarah
Terrible Customer Service
I ordered two products on Monday. Tuesday, I was called and told they didn't have the information I had entered (definitely entered) for one pet. They person was not friendly or professional. Then, I called to check the status on Wednesday, because my vet said they hadn't gotten a request from them, and was told it had already been approved (it hadn't), and that they were out of one item (I should have been told that immediately so I could order it.) I called back later that day to be sure which of the 2 items they were out of, and was told, again, that it had been approved. Later that day, I got an email saying it hadn't been approved. Called again, and customer service wasn't helpful. They'd even had the wrong number. I'd already paid for priority shipping, to compensate for THEIR mistake, and told customer service this, and they didn't offer to remove the extra shipping charge, just asked me to call back in 45 minutes. Chewy would never do this. This kind of mistake can cause death - no joke. My cat almost died in the past from not getting his meds on time. I told the customer service person this; they never apologized or offered to assist in any way.
Troy
Bad customer service
They do not keep accurate records of phone calls from customers then send you product that you canceled and then refuse to take it back and refund your money. This happened twice they double sent my dogs medicine the first time I called and canceled my auto order because of this and then they sent it anyway. When I called again they said they had no record of my call. I will never trust this company again.
Steve
Order never received / had to file fraud complaint
Ordered a Prescription item for my horse on November 19. 2021. Finally shipped (?) on December 08, 2021 but lost in transit (?). Promised 2-day reshipment but sent by same company (Ontrac). Never arrived as of January 11, 2022. Not sure if this Pharmacy is a Scam or just incredibly incompetent Customer service seems to be just telling the customer whatever will get them off the phone with no follow through. BUYER BEWARE!
Carlos
Awful service
After a week of placing an order for a medication, it hadn't been processed yet. Called several times and the answer was the same, we're too busy. I ended up cancelling the order.
Danielle
Items I ordered were not in stock and I was not informed!
I purchased 4 Habitrail products on 4/29 at Entirelypets.com.I chose ground shipping which was supposed to be between 4-8 days. When I checked my order status it said pending with no tracking number. On May 13 I reached out to customer service asking why my order has not been shipped. I received an automated response stating I would be contacted in 24 hours. I was not. I sent another email that was never answered. 2 days later I called the company which told me the manufacturer was having issues and could not get the items until some time in June. I was offered free shipping but I decided on a refund. I will never shop here again.
Kristin
Resolved: DO NOT SHOP HERE! THIS IS THE MOST UNORGANIZED AND CUSTOMER UNFRIENDLY SITE I'VE EVERY USED!
Updated by user Mar 13, 2021
Company fixed the issue and I have been provided with full refund.
Original review Mar 01, 2021
If I could give zero stars I would. This is in regard to order# 258117 which I canceled due to the length of time that it took them to process my order and the fact that they also could not find the prescription that my vet faxed to them several days prior to my calling customer support. This online store is the most unorganized and most customer UNfriendly that I've ever shopped with so, obviously, I will never shop here again. Then, after canceling my order they apparently decided to ship it out to me anyway. Another call was placed to customer support to which I was informed that they had "changed systems" and that the cancelation was not carried over to the new system. Apparently, this customer service agent thought that the fact that my cancelation was not carried over that it was my fault and that I had to wait for the order to be delivered, refuse it, then wait until they received it back in order for them to refund my credit card. ARE YOU KIDDING ME?! Of course I said that was unacceptable as this was THEIR fault and they need to eat the cost as to refund my account immediately or to put me through to a supervisor. To that she stated that I would have to call back on Monday as neither their accounting department NOR their supervisors work on Sunday? AGAIN I HAVE TO SAY... ARE YOU KIDDING ME!?! Then because I kept saying I didn't want to her her apologies as they do not help me she placed me on hold and left me there. I would hope that those of you reading this are as appalled as I am and also refuse to shop at this site. Do yourselves a favor and use a retail site that COMPLETELY understands customer service such as Chewy. Now that is a site that absolutely has their act together and cherishes providing impeccable customer service.
Anonim
Terrible customer service
Ordered items over 50 days ago and they haven't arrived. Every time I call or email they say order is still pending. Too many other reputable sites out there to deal with these shady people.
Anonim
Product out of stock, didn't notify
I ordered a product and then received an email that it was out of stock. Customer service admitted that it won't be in for a "couple weeks." When pressed, he admitted at least 2-3 weeks. I asked for a credit and he refused, telling me I had to call the customer support number, and ended the chat.
Ann
Charged a higher price than what was given during check-out
I made a purchase with a discount code EntirelyPets offered and a $10 gift card. During check out, there were 2 fields for discount code and/or gift card #. After I entered them, the checkout page was updated to reflect the correct total. However, my real charge was NOT the same as what was shown on the checkout page -- the $10 gift card was not counted. I chatted with their agents twice, sending them the screenshots of the checkout page, but was told there is nothing they can do because they "can" only "honor" 1 discount. First, why is a gift card considered as "discount" is beyond me. Second, there should not be 2 fields offered if only one will be accepted. Definitely they should not have "accepted" status. Third, which bothers me the most, why was I shown a total with both taken into calculation then charged a different amount? Fourth, even after I pointed out the errors of their system, there is still "nothing" they can do? Really? Please stop ripping your customers off and "honor" the price you gave during the checkout process.
Anonim
Poor Order Fulfillment
Terrible company. Ordered some supplements my dog needed and, after almost 2 weeks the order wasn't delivered (showed pending). Called Customer Service and was told it was on back order and they could give me an update (not delivery) in 1-2 weeks. Never notified me of this. Tried to delete my account but couldn't. Will NEVER do business with this company again.
Anonim
Frustated
I had been purchasing certain items for about 4 years but no more! I ordered 2 items in June. Never got a shipping notice and after a few weeks called as I needed one of the items. They did not ship as one of the items was out of stock. I asked them to ship the item I needed and got it. The other item still never shipped so called 2 more times and got excuse it will be here later this month. So now in OCTOBER they still do not have item and never notified me of this but kept my payment. BAD BUSINESS PRACTICE! It is not legal to charge for something and not receive it and not notify the customer. . I WILL NOT ORDER FROM THEM ANYMORE!
Anonim
Unreliable customer service
I made an order that I wanted to cancel after about 20 minutes because I found a different brand that I preferred more. I went on their website, which has over the top signs promoting their customer service phone line and how they are always here for the customer. The normal business hours were over so I tried the online chat. It was offline so I decided to wait until the next morning. The next morning during normal business hours, the chat was still offline. I tried calling the customer service phone line and called 4 separate times because the first 3 times, I was waiting to speak to a representative for 30-60 min before I was disconnected. While I was waiting for someone to pick up, I was searching their website FAQs for help. I noticed some red flags. First of all, they have an icon badge at the bottom of every page on their site saying they are an accredited business by the BBB. If you actually click this icon, you are redirected to their profile on the BBB site, which clearly says in red that they are NOT a BBB accredited business. Additionally, while I was reading through their FAQs I found some hidden fees associated with buying on their website! If you cancel a subscription order before the shipment of your second order, they charge you a 10% fee, or $5, whichever is MORE, for cancelling! Meanwhile I am still on hold with customer service. After about 2.5 hours, I was finally able to get connected with someone and cancel my order. But with their unreliable customer service, inaccurate website, and shady hidden fees, shopping at entirelypets just isn't for me. I'd rather spend a few more bucks for the peace of mind of shopping with a reputable retailer.