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Review summary
Pet Drugs Online receives consistently positive reviews. Customers particularly appreciate service and reliable, though some mention concerns about customer service and communication.
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.
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
Fantastic customer service
My dog's medication had been delivered by royal mail and was left in the sun all day- customer service team responded very quickly in dispatching new medication out to me
Cannot fault service
Really disappointed to have my 1st order delayed, not at all happy that you promise next day delivery for orders done before a set time.. really feel I got sucked into purchasing prescription food because of how quick you promise to deliver... no doubt youll blame the courier and this is out of your hands but a very poor service to promise anyone, 1 star only and there won't be any future orders either!
Very good for food and prescriptions. Ordered Galliprant on script, my vet sent the script Saturday so I ordered on that day. By Monday it was dispatched and the medication is now arriving by Thursday. With a past supplier I have to give a 3-4 week wait, but now I feel more confident using PDOL.
Cheaper than the vets. Ordered 1.00pm on a Friday and delivered 10.30am following morning. (selected 1-2 business days)
Excellent company to do business with
Instead of updating their website accordingly to advise they are not posting out Librela because of the hot weather they have taken orders then sent an email 2 days later! Luckily I dont need the Librela straight away however did need the heart tablets but instead of posting the rest of order out that does not require refrigeration they have held it all back...no response to 2 emails so I have rang them to be advised matter of factly that not just my order its thousands and they dont have the
resources to check each individual order?! No apology or offer to help so I terminated the call as lost for words. Had issues before where paid top postage for fast delivery and not actioned or refunded but as soon as these scripts expire not using them again...if dont have resources as she put it then shouldn't be trading or they need a few extra hundred staff...quick enough to take payment bet the owner isn't lacking in resources!
I ordered 4 boxes of Purina Gourmet wet cat food, 4 per box. The shipment box (containing all 4 boxes) arrived wet with cat food, as two cans inside were damaged and slit open. It took me time, effort and lots of cleaning to open each box, find the damaged can and clean all the others. There were two damaged cans in two different boxes.
I took several photos of the damaged cans and sent a polite email to Pet Drugs Online clearly explaining what had happened and requesting compensation. After about a week there was still no response from Pets Drugs Online, so I wrote once again, sending the same email and photos. The (pro forma) response I finally received explained that damage occurs, that tins can get "a little dented" during transit, there's nothing they can do about it, and basically that customers should expect this might happen. The email went on to say that if I "attach photos" of the damage, they will "look into" my query.
I was a little shocked by this response. No reference was made to the detailed letter and numerous photos that I had already sent them, twice. And I now had to send them a THIRD time. And saying they will "look into" my query? Do they think I might have faked the photos? Or slit the cans open myself? It's a very poor way to respond to a customer.
Interestingly, their letter also implied that it was the fault of the courier (they said "if" I sent photos, the photos would be passed on "to the courier service for investigation"). As if Royal Mail opened the package and the boxes inside and slit open the cans themselves!
Ultimately, Pet Drugs Online wrote back to me saying they will compensate two cans. Once again, a very disappointing response to a loyal customer. Considering all the hassle of having to clean up 8 cans in the two damaged boxes, the time it has taken Pet Drugs Online to respond and the time-consuming back-and-forth of emails, not to mention the fact that I have been a loyal customer for many years, I was expecting Pet Drugs Online to send me two new boxes of 4 cans each. And more than that, I was expecting to be treated with respect and consideration, and for Pet Drugs Online to take some responsibility for damaged products that they send.
I have always had a good experience with ordering from Pet Drugs Online, and the positive reviews reflect this. HOWEVER, I would now say that service is good UNTIL THERE IS A PROBLEM.
I will not likely be ordering from them in the future.
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