worst experience my husband I ever had with trying to support our pet with an online service. We ordered revolution the first time and they stated it was at our home, but we never received it. So they had to refund our money and we had to get the revolution somewhere else. The second time we thought we give them another chance and the same thing ordered medication had it expedited and it still hadn’t come to our home. My husband and I went back-and-forth with Customer Service, which is a joke. We have to report them to the Better Business Bureau and we have to follow up to make sure we get our $86 back.

I had been using this service for the past six weeks in order to save on the cost of vet fees and medications for two of my five dogs who have chronic heart and kidney disease. The vets have been great. Customer service reps have been pleasant. The platform algorithms for Customer service and ordering meds are a failure by design unless you order directly from them and do not mind receiving them in 4 -7 days. They also want you to set up auto delivery which may be convenient but could result in purchases you no longer need. Chewy has the same system but is much more user friendly. Also Chewy has great telephone Customer Service. For two consecutive weekends I have had problems. I attempted on Wednesday 11/27 to arrange for a virtual vet visit. First available appt was on Thursday at 2:50pm ET. Vet prescribed three Rx ‘s and recommended I start them ASAP. I immediately attempted to order them with expedited delivery as well as to transfer a Rx for reduced protein dry food to the Banfield vet near me. I called Banfield and got all the information needed for them to transfer the prescription and sent it to Dutch. The problem is that Dutch has minimal customer service available between Friday noon PT AND MONDAY NOON PT. I attempted to follow the directions on the website for expediting the delivery of the medication’s and transfer of the prescription to Banfield. I read their Help menus and tried to follow their directions without success. The platform does not distinguish clearly the difference between vet prescribed orders, available orders, auto ship and your order cart . Faulty algorithms make the app very user unfriendly and difficult to navigate. Consequently, I eventually was told I would not receive the medication‘s or the transfer of the prescription for food until Monday, four days after my visit with the Vet.

The veterinarian I accessed through Dutch.com was wonderful but the Rx management, ordering technology and customer service were incompetent bordering on fraudulent. After three messages to customer service to enable a prescribed refill, they went ahead and set up a recurring subscription without my permission, charged me an outrageous price, and shipped the supposed “order” without my authorization.

I placed an order 5 days ago and it has not been shipped yet. Not even an e-mail. My cat is sick and no medicine.

If I could give 0 stars I would. Scheduled my entire day around the vet appointment. Vet never showed up on the zoom. Wasted a bunch of my time and wasn't able to get what I needed for my dog. I texted their care number, emailed, and tried a customer service chat. No reply from anyone on any of those.

Awful customer service. My address got autocorrected and a medication I ordered got shipped to the wrong address. I noticed immediately but there is no way to get ahold of anyone. I tried the chat and the automated system said 7 min wait. I waited for HOURS only for the agent who finally picked up your terminate the chat session. I have been waiting all morning to talk to someone. It is now the afternoon and of course the order was shipped to the wrong address. There is no way to speak with someone.

I have had 3 appointments. The first appointment I was sold an expensive test kit for a urine analysis for my dog. I got the kit, sent everything in & have been stood up for both follow up appointments to have the results explained to me & go over what may be wrong with my dog. I think this is an AWFUL service. I have reached out to figure out what is going on & cannot get any follow up. You have to message customer support & wait hours to days for a canned response that does not address the issues. Stay away.

While getting an appointment was easy, getting a hold of ANY customer support after that has proven to be an impossible task. I have been trying to get a hold of them so that I can get a physical copy of my pets prescription and to no avail. No one has responded and they do not provide it to you. Instead. you're forced to order and wait for them to deliver to you. I guess this is how they offset costs and make their money. Terrible business practice! If you have a pet with medical needs, I can't recommend this company.

Did a virtual visit. Vet was nice enough. Sent me my treatment plan. I ordered some prescriptions for a skin infection and was told they would be here in 3-5 days. It is now on the 4th day and the shipment now says the 21st. Today is the 7th. My cat is very sick. I have reached out to Dutch by text, email, and calling woth zero response from them. 0/10 would never recommend.

Signed up yesterday and gave credit card. I have tried all day to contact customer service via text, email, phone. No response except an automated, we’ll get back to you in 4 hours! I wanted to correct something in my pet’s profile but Edit will not allow.