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 121 - 130 of 996 reviews
SW
5 out of 5 stars

Someone to answer the phone.

Someone to answer the phone. On line never works for me so great to have a phone option

Date of experience: February 1, 2025

C
5 out of 5 stars

From emailing the Vet's prescription…

From emailing the Vet's prescription to receiving the drugs prefect service wuth no delays.

Date of experience: February 1, 2025

GH
5 out of 5 stars

I’ve been using Pet Drugs Online for a…

I’ve been using Pet Drugs Online for a couple of years now. I like to buy my cats food for the month in one go and I’m so impressed with how quickly they get my order out to me. Always actioned same day and delivered with 1-2 days.

Date of experience: February 1, 2025

MJ
5 out of 5 stars

First class service, and reasonably priced.

First class service, I send our dogs prescription by registered post, as they have to have the original, not a copy for the drug, fill in the order online and pay, they send the drugs. The whole thing took less than three days all in, parcel arrived at 7.45 this morning. The service is only part of it, the price is excellent, they're helpful, you can actually speak to a human, the big one, if your pet is on long term meds, and you get a prescription for many repeats, they'll send them in 3 months batches, it saves you spending lots of your hard earned cash in one lump. You can also pay on PayPal, keeping your details more secure, not as though there's a problem anyway. I would definitely recommend this company, after using them for a year.

Date of experience: January 31, 2025

MB
2 out of 5 stars

Poor postman

Badly packaged product leaked all over my poor postman, who puts a spray bottle in a bubble wrap envelope with other products. I salvaged the contents except the spray antiseptic phoned the company to be told that's fine take a picture of the bottle and we will refund you. So I emailed a photo. A couple of days later a email arrives saying no we want a photo of the packaging and label well that's long gone in the bin.shocking why not say that on the phone on the day . So no refund or apology and a poor postman soaked in dog antiseptic and I am out of pocket. Wish I sent the flea treatments and shampoo back instead of salvaging them from a soaked envelope and asked for a full refund !! Bad customer service

Date of experience: January 30, 2025

SC
4 out of 5 stars

Deliveries

Deliveries. Are excellent Thankyou A happy new year to all X deliveries& to all at pet drugs on line Excellent company

Date of experience: January 27, 2025

EG
5 out of 5 stars

Great company easy to use everything…

Great company easy to use everything explained when using website saved me a lot of money for the apoquel 16mg for my dog always arrives on time never any hassle between my vet and the company I'd recommend 💯

Date of experience: January 26, 2025

A
1 out of 5 stars

Ordered a prescription for my dog the…

Ordered a prescription for my dog the website said you could upload a picture but they contacted saying the vet had said the prescription needed posting to them. So I called my vet who said they’d never said that and this company had not contacted them. Why lie and say they accept photographs of the prescriptions and then blame my vet Absolutely fuming as my dog needs this medication quickly

Date of experience: January 25, 2025

KH
1 out of 5 stars

Shocking customer service!

Unfortunately I experienced a delivery problem (not the retailers fault) but they have been shocking at resolving the issue. Having spent the last 7 days chasing them, they made me report the missing order to the police to obtain a CRN which was very long-winded and inconvenient! I have had to go as far as to quote my consumer rights as advised by the police to get my money back. The responses I have received from this company have been rude and sarcastic! Whilst I fully appreciate that occasionally things can go wrong with online orders, I believe that any company has a duty to deal with the matter in a timely and professional manner with the least amount of inconvenience caused to the customer. I am yet to receive my refund and needless to say - I will never be ordering from them again!

Date of experience: January 24, 2025

LO
4 out of 5 stars

Order confirmed cancelled but still sent and money taken

I ordered a product at 8.24 am in the morning, but realised I had ordered the wrong item. I rang them at 8.28 to cancel. The lady in the phone said no problem I have cancelled your order. But at 13.57 I got a confirmation email that my order had been dispatched. Yet in their T & Cs the order can be cancelled if the items have not been dispatched. The items weights 12kg, I can’t afford the postage to return. UPDATE: 22/01/25 Pet drugs have fully refunded me and emailed to say they have cancelled the order. So I have changed the stars from to 4.

Date of experience: January 21, 2025

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