Update by user Apr 03, 2019 After exchanging repetitive emails restating the same facts that I wanted assurance my prescription was approved prior to placing my order, I had to laugh after I placed my order and the immediate auto response was your prescription is pending approval by your vet. I emailed the kind representative who tireless exchanged emails with me and she expedited the order. Original review posted by user Feb 28, 2019 Start at the bottom. The top is the resolution. Thank you for your attention in this matter. I have posted a cautionary tale to others. I participate in several animal rescue groups and part of a large dog community. It is a shame, that my order had to be cancelled and we wasted each other’s time. I will post confirmation on those website that have already complained of the same issue. They indicate the following: Received an email from VIP stating that I had a prescription to refill. Bought the prescription, never received it. When I went to follow up, they said I needed to see the VIP vet. Spent more money and the story varies from there. I will also submit our emails to the BBB. It would have been great if support had just said, hold on I will send you that confirmation email and then the order would have been completed. Thank you for not wasting my money as well. ________________________________________________ Thank you for your response to my email. Since this information was only provided on the agent's call log and not in your previous email, I did decide to leave that part of the situation alone. While the agent could have sent you an email manually stating that the prescription was approved, we cannot provide any other confirmation accept for providing the link to your account. We cannot provide the actual prescription that was given to us by the clinic per pharmacy regulations.The agent may not have known if a simple statement would have sufficed for you. It sounds like another miscommunication error that I will bring up to that agent. I was not aware that you contacted VIP through email, so I am sorry I provided that resolution. The only other way to get a hold of them is to go into the clinic itself which can be difficult to do. Unfortunately, I do not have any easier solutions for you on that front. As stated in the previous email, I have disabled your account which will automatically unsubscribe you from our list. This process may take a few business days. If you are still receiving emails from us in 7 business days, please let me know and I will let our IT team know. Thank you, Jasmine ref:_00D709BKr._5000g24Cd1e:ref _______________________________________ Thank you for your response. I will update my post on “pissed off consumer”. It is highly suspect that the agent would not provide an email confirmation that the prescription had been approved unless I provided her my credit card number while on the phone. I said I was fine providing new credit card information after I received the email and understood that they did not take multiple forms of payment. The ultimate solution you provided was “we canceled your order”. Seems silly when you could have just provided my order number and an email stating your prescription has been approved for this order, please update your credit card information. In addition, the resolution over the fraud of misrepresentation on a refund was for me to waste more time. I have emailed and called the number provided when I received the card. Please remove my name from your email list. ___________________________________________ Dear Marie, Thank you for your email. I apologize for the inconvenience that these issues may have caused. While I solely work for the online pharmacy and not VIP Petcare, I cannot speak on the price of the rebate card. I am sorry that I cannot shed light on that subject, but if you would like to contact VIP Petcare on that matter they can be reached at 800-427-**** or you can email them at the link below. https://www.vippetcare.com/about-us/contact-us/ I can speak on the issues that occurred while you were using our site and speaking with our agents. While we can accept Visa cards as a form of payment, we cannot accept two forms of payment at one time. Therefore, if the rebate card does not cover the whole cost of the order then we cannot accept it for the order. In regards to the conversation with one of our agents, I believe there was a miscommunication error. We do have a prescription on file for the Heartgard Plus for Eve at this time. This can be seen on your "Refill" tab on your account. If the order was in a credit card decline at the time that you contacted us, then the order was paused until we are able to update the payment method. While this can be done on the site on the "Account Overview" page, it looks like the agent was trying to help you update that information over the phone. I do apologize for the miscommunication there. The order that you mentioned was canceled per your request. I do understand your frustration regarding this experience and I will make sure to send your feedback to the people that are able to make a difference. I acknowledge that you will not be using our services in the future, so I will disable your account with us. Thank you for your time, Jasmine ref:_00D709BKr._5000g24Cd1e:ref ____________________________________________ It is very unfortunate that there are so many problems using VIP Petcare. First I was supplied a rebate card from VIP Petcare that I cannot use on your website. Second the Visa debit card was for $15 and it should have been $30. I wasted an hour being transferred when I received the rebate card and gave up. It was also concerning that I can’t use the rebate visa card anywhere else. All these facts indicate deceptive practices when I purchased services from VIP Petcare who guarantee a discount via rebate that was less than promised and can’t be used. I overlooked the above issues and attempted to complete the below order. I contacted support and they gave me conflicting information. I was first told that my prescription was approved. I said great, send me an email and I will update my credit card information. Then I was told, I can’t do that because technically it is not approved until you provide me with your credit card information. You website charges more for prescription than my vet. I would complete my order due to time constraint, but given the fact and circumstances I will no longer use VIP pet care or any of its affiliates. Thank you for your time. Pissed off consumer.