Pet Drugs Online Reviews

I purchased Apoquel tablets for my four year old Rottweiler, Willow, in May 2025. As the tablets were working out pretty expensive, I decided to use the option of splitting the cost into three equal monthly payments. Sadly Willow unexpectedly passed away around the time of the second payment being due, having not used a great deal of the medication. I contacted Pet Drugs Online to see if they could do anything about the final payment, as it was extremely upsetting to continue paying for medication after Willow had passed away. While I understand we had entered into a payment agreement, we thought that a company that specifically deals with pet medication would be able to offer us some sort of compassion. We contacted Pet Drugs Online about this, however received a cold and disinterested response which basically stated that they weren't willing to help us in this instance. For context, Willow's insurance provider, Willow's pet food provider and Willow's supplement subscription provider were all more than happy to offer us refunds in relation to the most recent payments without being asked specifically. The nature of the response from Pet Drugs Online was quite upsetting, and gave the impression they really didn't care. This was proven when they declined to respond to an email I sent in response. Clearly money matters more than your pet. We will never be using Pet Drugs Online again, as we prefer to deal with companies who actually care about your pets.

Frustrating when using with Safari. I only bother as the prices are good for some meds that my dogs need. Their tech needs updating for Mac users, badly.

I have used their services quite regularly over the past few years. Generally their service is fine. However recently I have add a lot of disappointment with a recent order. I have had to call the service team and you have to wait over 99 minutes to speak to someone. They provide call back service but my issue was still not resolved (due to my vet surgery). Had to re-order and my item could not be dispatched due to a miscommunication with my vet surgery and myself. Received a communication from Pet Drugs and was told to call to amend payment. Called their number at 8.25am and heard from their recording that the offices are closed. They are open at 8am. So either no one has shown up for work today or their message is misleading. I now have to order my medicines as an urgent dispatch or my pets health will be in jeopardy. Very disappointing and will start using another online provider.

Good service

I had run out of my dogs medication so ordered online at 10 in the morning, I emailed to beg for a fast dispatch to which I had a very prompt reply telling me it was on its way. 24hrs later I had them in my hand. Not only are they efficient, polite and caring, they are half the price of my local veterinary clinic. Absolutely fantastic service.

Prompt service. Helpful customer service if you have queries.

They been provided a prescription from my VET for my cats Metacam which is a pain relief. I contacted them and they claim they not revived it, So i ask the question, do they like seeing animals in pain? Everytime there is delay in getting these matters resolved, I

My order has not been processed or despatched so I’m currently on the phone trying to get through to customer service. Waiting time on the phone is 112 minutes according to their recorded message. Am waiting in the phone queue - 50 minutes so far so I have a long way to go. This is totally unacceptable. Have emailed asking for a refund so will update this review should I actually get an answer, either by phone or email.

Sells nearly expired medicines. Impossible to consume within expiration period

Beware their spurious offers and discounts followed up with woeful customer service.

I am currently struggling to resolve an issue with an order with them. I ordered on 19th June and I still no closer to receiving my prescription and more worrying my dog hasn't had the medicine that he needs. The initial error was mind because I paid inadvertently for a smaller dog quantity. I need to call and pay for the difference. However I can't get through! They do not answer, office hours say 8am, it's 8:30 now and still nobody answers the phone. Poor customer service is something that is just not acceptable.

Pet Drugs Online shipped the wrong food for my cat which he needs for a condition. It's quite serious if he eats the wrong food. We had to rush out and get the right one from a vet, which cost far more. When I called Pet Drugs to tell them this I waited 1hr20 in the phone queue. They offered to send the correct food but also want the old food back - I've had to print off a form and prepare the box for shipping and would have to hang around for the delivery person even though I am supposed to work in an office five days a week. I specifically requested Friday for the collection but have been texted by the courier to say it will be Thursday and I nobody is due to be here to hand it off. All of this with no upfront offer of compensation or goodwill. So I asked for them to consider giving us an extra box of food to compensate for the more expensive one we had to buy from the vet and they didn't do this. After some coaxing the customer service person offered to repay me for the expensive food.. I've had to go back to the vet and ask them to produce an invoice for proof of purchase. Everyone makes mistakes but very unfortunate that their mistake has led to subsequent hassles without an upfront offer to make it right. I don't usually leave reviews like this but would not recommend this supplier and they have many competitors out there, so hope this feedback is taken seriously. Thanks

I've been using Pet Drugs Online for 5 years, at best they simply send you what you order (carelessly packed), probably at quite an attractive price. Recently I ordered ongoing pain management medication for my dog, a new prescription was provided, I assumed the order would be processed and dispatched as per the normal time frame. Three days later, the order has not been processed, phone waiting times are unacceptably long, call back did not happen, and I am yet to receive a reply to my email. Furthermore chat does not work. If I was waiting for a pair of flip-flops I would not care, but my dog needs his medicine. Surely the real test of an online retailer is how they deal with problems, when I finally spoke to someone today I was given the standard spiel, read fobbed off. Pet Drugs Online are so big that they can afford to let down a few customers, it seems that on this occasion I'm one of those customers. Owned by IVC, form an orderly queue to have your complaint heard...

Appalling. I sent in a prescription from my vet to which they responded a day later. Then nothing. I contacted them twice They responded saying they were waiting for a prescription. I resent it. Still nothing. I emailed them asking if they had received the prescription. 2 days later they say they don’t accept prescriptions via email. Gave me a number to ring. No one answers!!! The whole process has taken 9 days with no result. I’m using another helpful site.

Very poor experience and misleading practice. I submitted a fully valid prescription on 30th June at 19:30—still before its expiry, and the system accepted it. Yet you refused to dispatch, citing internal “cut‑off times.” I have requested multiple times to see your official policy stating that a valid prescription can be rejected based on the time of day—and I have still not received it. I have also asked repeatedly for contact details for a manager—still nothing. This is completely unacceptable and, based on UK law on prescription validity, potentially unlawful. I am escalating this to the VMD and the Ombudsman, and will share this on review sites to warn other customers. Urgent actions required: 1. Provide the exact policy clause that limits prescription orders by time of day. 2. Share the manager’s contact details immediately. At this point, your practices appear deliberately misleading and designed to extract money for services you had no intention of fulfilling. ⸻ To strengthen your position, here is evidence from your competitor Pet Drugs Online showing actual time frames for prescriptions: “Prescriptions are standardly valid for up to 6 months from the date of signing… If the first dispense takes place during the prescription validity period, the remaining repeats may be dispensed beyond the validity period up to a maximum of 1 year.”  They do not impose any daily cut-off times like yours does. This comparison highlights how your policy is not only absent from public documentation but also out of step with normal industry practice. I will continue to escalate this until I receive: • A clear reference to your policy stating time‑of‑day restrictions. • Managerial contact information. Failure to provide this will lead me to assume your company operates with deliberately hidden and unfair practices, which I will actively expose.

Disappointed to have my order delayed, not at all happy that you promise next day delivery for orders done before a set time...

Easy to order. received goods on time and was kept in touch with order,s whereabouts

Trustworthy and excellent lovely staff .Very customer focused.i always will recommend Pet Drugs Online . Any issues sorted out This company answer their phone to you . Please purchase your pet medication from them

Absolutely dreadful company. My dogs veterinary diet food arrived burst (this has happened before- i stupidly assumed it was a one off). I emailed, attached numerous photos of all aspects of the issue. I eventually received a copy and paste type response asking for photos of the issue (already sent) and offering me either a partial refund or a replacement bag. Now this indicates that the original complaint was not read or opened or given any sort of attention- if they had they would have seen the photos. Secondly the food was now contaminated and had been burst/opened for an indeterminate amount of time so is unusable. Their offer of a replacement bag doesn't fill me with confidence and despite asking repeatedly for an update and advising ive already sent photos, it has taken days to respond again to me. Avoid at all costs. Im sitting here a week later still without dog food and still without a refund

Product not arrived. Was told was shipped first class days ago Not happy with the service WILL NOT be using this service again