My complaint:
My wife and I decided to try chewy pharmacy for the first time for an antibiotic prescription for our dog. She gets frequent UTI’s and needed a stronger dog only antibiotic which a local pharmacy said would cost $142. When we looked on chewy.com the same antibiotic was around $80. We placed the order on Monday. I called on Wednesday and they stated they had just received the vets prescription. I asked how long it would be be to get it and I was assured by the pharmacy technician that this medication gets priority and should arrive within a couple days. I had received no email updates by Friday and called again. IT TURNS OUT THEY HAD NOT EVEN PROCESSED THE PRESCRIPTION YET!! I was then told they hoped it would ship that day, since it’s a priority medication, but it may not ship till Monday. My wife then called back and talked to a supervisor. Instead of helping the situation the supervisor gave my wife attitude and insinuated we were being unreasonable for expecting quick order processing and shipping. The supervisor also said there is no such thing as priority with chewy and that 3 to 5 days is what we should have expected all along. The prescription did ship Friday (at 9 PM) but with an estimated delivery date of 5 days later so apparently the Chewy way is 3 to 5 days for order processing and ANOTHER 3 to 5 days for shipping. DO NOT USE CHEWY FOR ANY URGENT MEDICATIONS. Our poor dog has now suffered for a whole extra week plus with a raging UTI. It was not worth the $60 savings. I filed a complaint and received a call Saturday from a pharmacy manager (NOT an actual pharmacist) and was told that even priority medications take up to 3 days to process and then 3 to 5 days to ship. As a pharmacist myself I can attest this is utterly inappropriate and represents unethical medical and pharmaceutical care.
Suggested solution:
Provide ethical pharmacy services or stop accepting prescriptions for urgent medications such as antibiotics.
