Budgetpetcare.com Complaint - Very upset with this company
I am a multiple pet owner who utilizes online purchasing a lot to save money. This was my first time dealing with www.budgetpetcare.com and I have done everything in my power to make sure that people know exactly what happened to me when I placed an order with them. This is just one other step I am taking. I purchased $339 worth of Revolution from them on a Thursday night and paid in full. Revolution is a prescription product so I was anticipating a step where you enter your veterinarian's name and number to get the ok from them. That part never happened so right after I placed the order, I called them on the phone to make sure my order would be handled in a timely manner.
The woman I spoke with told me she would personally call my veterinarian that day after I had given her all the information. The next morning, my order was still waiting to have the prescription verified and my vet said no one had ever called. I was upset because this was going to delay my meds arriving. After speaking with my vet, she gave me a large discount on what I needed so I decided to purchase from them instead. I called budgetpetcare.com back and cancelled my order with them.
This was less than 12 hours from when I had placed the order to begin with. The woman I spoke with (Stacy- who was very rude), said that she had cancelled my order and I would receive a full refund within 3-5 working days. This happened on a Friday. On Monday, I checked my order and it still said waiting for prescrition to be verified. I was concerned that my order had never been cancelled so I called them immediately. It was, in fact, true that my order had never been cancelled.
Stacy told me that she would cancel my order by the end of the business day and my refund would be 3-5 working days. I checked on Wednesday and my order said the same thing. I was very upset at this point. I called them again and asked to speak with a supervisor. I was told no one was available but a message would be left and someone would call me back. I did receive a message from Nicole that evening that she had personally taken my cancelled order to be refunded and that I would have my refund by the next day (which would have been Thursday). This did not happen either.
I called them back on Thursday and asked to speak with a supervisor and after speaking with a supervisor, was hung up on by her. After calling back multiple times, they hung up on me each time. I called from my cell phone so they didn't know it was me and was able to get through but they immediately hung up on me again. They delayed the processing of my refund and the 3-5 working days turned into 12 days!! I was so upset that they hung up on me multiple times for only inquiring about my refund and started to question their validness as a company. I do not know any company that tolerates their employees hanging up on customers but this one obviously does. Only after I threatened to call my lawyer and file a complaint with the BBB did they finally process my refund (which really takes 7-10 business days per Allied Wallet- which is the company that actually refunds the money). I researched them on the BBB website and they had 10 additional complaints in the last 3 years (all of which were left unresolved because budgetpetcare.com refused to respond) and the BBB gave them a rating of F. I wish I had researched them prior to placing an order but had never had a problem before purchasing online. Boy did I learn my lesson. I truly hope no one has to learn about them the way I did. That is why I am writing this review.