I placed an order with EntirelyPets.com aka HealthyPets.com on May 30 for heartworm medication for my dog. I upgraded to rush the shipping of the medication so that I would have it in time.
My credit card was charged on June 7. The package should have arrived no later than June 11, but it never showed up. On June 15, I called their toll free number and was on hold for at least 20 minutes. I hung up and then proceeded to try their online Live Help desk and spoke with a woman named Michelle.
When I asked for a tracking number on the package she said there wasn't one, that if it didn't arrive by June 17th, they would issue a refund or resend the order. She also "claimed" that my credit card would be refunded the full amount for the shipping charges and that it would take 2-3 business days before I would see the credit on my card.
The package never arrived and my credit card showed no credit for shipping. I called back a few days later and was told that I was misinformed, that all EntirelyPets.com orders had tracking numbers, but the original order did not, that they have a lot of problems with their tracking numbers getting messed up.
The woman gave me a tracking number for USPS.com for a supposed second shipment, that they had sent out (with no explaination) and while we were on the phone I tracked the order and it was not even a valid tracking number. It showed that nothing had been shipped with that number. (Days later, still showed the same information, not a valid tracking number.) She said that second package had been sent out and when I questioned them about the shipping credit, she said that was noted in my file, but she would remind the accounting department.
It is now June 29, this is still not resolved. I spoke with customer service rep Adrienne and she said that the first package was damaged and was returned to EntirelyPets.com and that is why they sent out a second order, but she was unable to provide me with a tracking number on the first package, even though she was adamant that all of their packages have tracking numbers. She said I should take it up with the post office and she would send off my request for my refund on the shipping charges to accounting, but it is their policy to provide free shipping on orders of $100 or more only.
I asked for an email address to send a copy of my Live Help correspondence with "Michelle", to provide the documentation that I was told I would get a refund, and she gave me a Hotmail email address [email protected]. When I asked if I could contact someone at an EntirelyPets.com email account, she said that no one in the company has that type of email address, that the entire company uses Hotmail. (They do have a [email protected] on their contact page.)
After sending off my complaint to her hotmail account, I looked them up at the Better Business Bureau, www.bbb.org, something I wish I would have done earlier. The news was not promising. They also operate under the name HealthyPets.com and they are a California company.
Here is what the Better Business Bureau has to say about EntirelyPets.com and HealthyPets.com:
BBB Reliability Report
The Better Business Bureau
Serving Nebraska, South Dakota and Southwestern Iowa
Headquarters
11811 P Street
Omaha, NE 68137 Lincoln Office
3633 O Street, Suite 1
Lincoln, NE 68510
24-Hour Information Line: 800-649-6814
EntirelyPets.com
710 S 13th St #900, PMB 384
Norfolk, NE 68701
Telephone: (800) 889-8967
The BBB reports on members and non-members.
Service Contact: Ms Melissa Mondo File Open Date: November
TOB Classification: Pet Supplies & Foods-Retail
BBB Membership: This company is not a member.
Additional DBA Names
Healthty Pets.com
Entirely Pets or Healthy Pets
Customer Experience
Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered complaints. The company has resolved some complaints presented by the Bureau, however, the Bureau did not receive a response to other complaints. This company is based somewhere in California.
Company Management
Additional company management personnel include:
Ms Melissa Mondo
Additional DBAs, Addresses and Telephone Numbers
Additional Addresses
PO BOX 384
Norfolk, NE 68701
Norfolk, NE 68701
710South 13th St., Suite 900
Norfolk, NE PMB #384
Additional Phone Numbers
(800) 320-1928
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