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