GarethR

Jul 24, 2025

Good a experience with an exception

I had ordered our dog’s tablets well in advance to ensure he wouldn’t run out of his medication (he suffers from Cushing’s). I placed the order on a Tuesday, with delivery due by the following Monday. When the tablets hadn’t arrived by Monday, I checked my emails and found one in my Junk folder stating that the prescription was out of date. I hadn’t realised the vet had made a small error — while it was intended to be a 6-month prescription, an incorrect expiry date of just 2 months had been entered. I contacted the vet, who corrected the issue immediately, and then called Pet Drugs the following morning. I explained the situation and the urgency, as our dog would run out of his medication by Wednesday. The call handler was very helpful and arranged for the prescription to be expedited, bypassing the standard 24–48 hour verification process. Although the medication didn’t arrive by Wednesday, it was delivered first thing Thursday morning, so our dog only missed one dose. My only criticism is that, given this was a prescription medication, there should have been a clearer alert — such as a note on the order in my online account — and a follow-up phone call when no response was received to the email. Additionally, since the prescription clearly stated a 6-month duration and included a start date, the discrepancy in the expiry date should have been flagged and queried at the point of processing. Had I been made aware of the issue sooner, the delay — and the associated stress — could have been avoided entirely.