Awful service
Awful service, can't tell the truth about med authorization. I jave gotten nothing but run around from this company for at least two weeks, all three times i have attempted to order from them. Both Vets i used told me they authorized my dog's heartworm meds, and an employee named Angel stated that the meds were authorized and being shipped, i should get an email the next day. I originally ordered March 28, 2026. The first call i made inquiring about my order was 4/6/2026. I spoke to Angel yet again two weeks after my initial order, 4/10/2026, and she once again lied to me that the authorixation was done, email coming. My final calls 4/13/2026, i was told by Jennifer that authorization wasn't done, so i called Petco, again to have them call PetPawsRx to authorize the persctiption, which two different Petco Employees confirmed that they had confirmed my order on 4/10/2026. Then I was told by Jennifer that according to state and Federal regulations that pet meds are to be authorized by phone, which is surprisingly true. Then an hour or two later, Jennifer from PetPawsRx sends me another email stating that med aithorization can only ne done by written mail. Avoid this company like they have the 'Rona, because they're about as good to deal with as the Corona Virus is.
Reply from Petpawsrx
Mr. Tangen,
Thank you for providing such detailed feedback. We sincerely apologize for the frustration and conflicting information you experienced regarding your dog's heartworm medication. This is certainly not the level of service we strive to provide.
We would like to clarify the authorization process, as there appears to be significant confusion. As a licensed pharmacy, we are bound by strict state and federal regulations regarding the dispensing of prescription medications. While many authorizations can be handled via phone or electronic systems, certain states or specific medication classifications may require written or faxed documentation to be on file before a shipment can legally leave our facility. It sounds like this distinction was not clearly communicated to you by our team, for which we apologize.
We are currently investigating the internal communication between our staff members and the coordination with your vet to better understand the apparent miscommunication.
We apologize for the inconvenience.
Best regards,
PetPawsRx Team
