Review summary

Pet Drugs Online receives consistently positive reviews. Customers particularly appreciate service and reliable, though some mention concerns about customer service and communication.

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RP

Robert Price

1 out of 5 stars
My dog needs his medicine, and you don't care.

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...

ST

Sharon Tarbard

1 out of 5 stars
Appalling

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.

MO

Malwina Ondycz

1 out of 5 stars
Very poor experience and misleading…

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.

A

Alexandru

1 out of 5 stars
Disappointed to have my order delayed

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

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All reviews

1,000 total • Write a review

Showing 91 - 100 of 996 reviews
KG
1 out of 5 stars

I did not received my order

I did not received my order! but it says it was delivered! which house did yu deliver it!

Date of experience: March 26, 2025

JS
5 out of 5 stars

Excellent company

What a fabulous company to deal with, there was an error with my latest order, on contacting the company it was resolved immediately and the correct item dispatched with next day delivery, I wish more companies were as proactive as this one.

Date of experience: March 25, 2025

TM
1 out of 5 stars

Badly Let Down

Fionia Spacer/Air Chamber - I am a longstanding customer of petdrugsonline and get heart medication for my 9 year old chihuahua every two months with no problems. Unfortunately my dog was diagnosed with an airway disease last week and will require daily medication through a spacer/air chamber. As previously I went online to source what I needed from petdrugsonline. I came across the fionia air chamber at a cost of £50.99 described for use with cats and small dogs. Order arrived in a few days wrapped in a generic plastic pouch with no instructions. Unfortunately neither the smallest or regular attachment fitted on my dogs snout so therefore the medication would have escaped through the gaps as the attachment needed to fit snugly. As soon as I realised this I contacted customer service to request a return. I received a very unhelpful response of two sentences saying as I had opened the package I would be unable to return it. This was the end of the conversation as when I replied asking how would I have known it was unsuitable without trying it on my dog and it was basically not fit for purpose, I received no reply. I do not recommend the Fionia spacer/ air chamber nor do I recommend petdrugsonline - they are very lacking in any kind of customer service and they have left me with an item costing £50.99 which is absolutely useless.

Date of experience: March 24, 2025

MP
1 out of 5 stars

Enough is enough ….

I have used this company for many years, it used to be great service. Regrettably these past few years it’s been nothing but hassle chasing prescriptions, failed deliveries on account they cannot read the prescriptions being too blurred. I have resent the exact same prescriptions and they’ve approved them?? So what was the problem? Other complaints are them not reading my orders correctly for quantities causing long delays and my pets going without their tablets. I’ve given the benefit of the doubt too often, enough is enough with this latest poor service episode. I will complete what prescriptions I have on file, then leave them as a customer for good! Poor excuses for withholding medication and poor service!

Date of experience: March 24, 2025

TT

T T

US

1 out of 5 stars

item never delivered

I have ordered some cat food, the purina liveclear as it is the only thing that stops our allergies. DHL have lost the parcel worth £50 and keep telling me ‘the driver has delivered it to the wrong address and will amend this tomorrow’. It has now been 10 days with no resolution, Pet drugs may be a good company but they need to stop their affiliation with companies like DHL

Date of experience: March 23, 2025

BM
1 out of 5 stars

Paid for cat's pain meds, but nothing has arrived. 😡

I ordered some metacam pain relief for my cat, paying for 48 hour tracked delivery. I received a notification that it had been dispatched on 15/03/25, but as of now, 22/03/24, it hasn't arrived. I'm about to run out of my cat's pain meds. This is highly unsatisfactory. So, this unfortunate saga rumbles on. After several phone calls back and forth, they said that they would resend the order by first class post, but so far nothing has arrived. I'm totally out of pain meds for my cat, who suffers from arthritis. When you phone this company, the recorded message says that they care as much about your pet as they do about their own. If that is the case, I think I'd better report them to the RSPCA, as they can't be treating their pets too well. They said that another manager would phone me tomorrow 27/03, but that still leaves my cat without pain medication for at least another day. As she is 18 years old, this is causing her problems. They suggested that purchase some metacam from my vets practice and they would reimburse the cost. Unfortunately, as a pensioner, I can't afford to pay the excessive prices that they charge, which is why I decided to use this company. Judging by the amount of negative reviews on this site, I'm not the only customer who has had a negative experience with this company.

Date of experience: March 22, 2025

AD
1 out of 5 stars

you’ll get an order, just won’t be the right one

I set up a subscription for specialist cat food and while the first order was fine, the second has been absolutely shambolic. We recieved less than half of what we’d paid for - so I emailed customer service who told me this would need to be investigated despite going back and forth with them for days taking photos of the order and the box. I then recieved and email saying I’d receive the rest of my order shortly. Great! Except that it wasn’t the right product or even the right number of missing boxes. At this point it’s been ongoing for nearly 10 days with customer service being incredibly unhelpful, with generic emails of ‘we’ll get back to you quickly’ ect. There doesn’t even seem to be a complaints process that I can find online for this company either so you’re left either accepting an order you won’t get despite paying for or disputing through the bank.

Date of experience: March 20, 2025

VP
5 out of 5 stars

Ordered prescription drug on Monday

Ordered prescription drug on Monday. Arrived in post today. Excellent service

Date of experience: March 19, 2025

SS
1 out of 5 stars

Do you really care with animals?

Do you really care with animals?? you service is awful!

Date of experience: March 19, 2025

M
5 out of 5 stars

Brill service fast dispatch

Brill service fast dispatch. Good quality. Good customer care. Very pleased keep up the good work One very happy customer🤩

Date of experience: March 18, 2025

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