myVETstore - Burlington, Ontario

Alex D.

Ça fait presque deux ans que je commande avec myvetstore et je suis plus que satisfait. Il y a eu un pépin technique avec une de mes commandes récemment et le soutien au client est allé au-delà de l'ordinaire afin de régler la situation. J'ai été en contact avec des gens compréhensifs dont l'amour pour les animaux est évident. Les livreurs font une bonne partie du travail afin de m'aider à monter les sacs lourds. Les livraisons sont ponctuelles, gratuites et des rabais sur certains articles rendent le tout abordable. Je recommande à quiconque aime gagner du temps tout en ayant accès à des produits de qualité.

Melissa

Last Update Someone from their customer service contacted me and resolved the issue. They kindly refunded my order and offered a coupon for the wait. Sarah S was a delight to talk to.

**Update: Following the reply from myVETStore, I have yet to hear from them. The only way to contact them is to leave a negative review; even then, they don't get back to you.

I wish I could give zero stars. Customer service does not exist at this company. You call and no one picks up the phone. Leave a message and no one returns your call. Email and no one replies to your email. I am beyond frustrated with this company. I placed an order and didn’t receive an update. I ran out of food and called the vet to see if they had an update. Nothing on their end. They told me to call or email My Vet Store which I did. I didn’t hear back so I went and purchased another bag of food. Later that afternoon, my order was delivered. I received a shipping confirmation 15 minutes AFTER my order was delivered. Still have not heard back from their customer service. Do yourself a favour and purchase directly from your vet. It’s not worth the hassle.

Diane B.

I have received a few auto-orders and it's been fine. At Christmas they had a special so told you to cancel auto order and restart and you receive the deal, all worked. Last week I received an email again offering a new year deal and email said to force the auto order now to receive the deal. I did and was billed full price. So I emailed. And then I called, many times. No one ever answers and I left 4 voice mails over a couple days. I called without leaving VM and no one ever answers. I called my animal hospital and they gave me an email they use for help. No response when I emailed.
What a shame as having food delivered to my house is great but if you have an issue you are in big trouble.
How can a company stay in business with such poor customer service? I will call my hospital again tomorrow as I struggle to believe this is who they deal with.
Never had an experience with any company like this before.

Elizabeth L. S.

I have been ordering from My Vet Store for many years. I like the ease of ordering, the auto-order option, and the quick delivery, but their customer service is basically non-existent. I have been trying to get a hold of someone for over a month. I adopted 2 new kittens, and the long and short of it is that the Royal Canin kitten food was not agreeing with one of them, and the vet suggested switching her to the gastrointestinal kitten food (a few days after I placed an order for 4 bags of the regular kitten food during a sale). I sent numerous emails (I finally got one reply that told me they would refund my payment … they never did), I sent many more emails and also called and left a few messages, and no one has ever gotten back to me. Honestly, I’ve never experienced such terrible customer service.

Jan 12th/25 - I would like to amend my review from 1 star to 5 stars as the company almost immediately reached out to me after I posted this review, and gave me a full refund for the order. They also honoured the original sale savings for the purchase of new food. They chalked it up to a new employee who needed additional training, which is understandable.

Shannon H.

If i could give a zero it would be that. Just trying to find out when an order was to be delivered was beyond difficult. Two customer service reps gave two completely different answers and the manager said I misunderstood what was said and they were right. Two completely different answers so how can both be right? Avoid using this company if possible.

Carole S.

Non existent customer service from The Vet Store Service itself. They ignored their special promotion price on my order before Christmas and now they have processed the auto order without my approval.
I called immediately to stop the order but of course I am dealing with them second hand through my local vet who has been trying to deal with this. It took a lot of time to get the problem before Christmas solved because there is no way to directly contact My Vet Store.
They are now saying they can’t stop the order from being delivered even though the company was informed via my vets office as soon as it was posted. I have instant notifications about transactions on my Visa.
This company has routinely taken five or six days to deliver a product so telling me that they cannot stop the delivery is simply not true.
I won’t deal with this vet store website again.
The lack of direct customer service is appalling.

W W.

Great until there’s a problem. This business is basically only “open” 2.5 out of 7 days a week. No one answers the phone on the days they’re “open” or responds to emails which is a major problem when something goes wrong.

My elderly dog has both heart and kidney failure and can only eat a prescription diet. They shipped not 1 but 2 cases of the incorrect food and now he has no food to eat and the nearest city is 3.5hrs one way or 4.5hrs the other and no one’s answering the phone!!

This is so incredibly frustrating and stressful. Imagine not being able to give your pet, your bestest fur friend, the food he needs to keep him stable.

There surely has to be another business to fill this much needed niche that could be more responsive to customer service issues.

Feb 22 update:

They sent out another shipment and provided me with a tracking number. I was surprised to learn that that shipment was delivered to an entirely different city, 1100kms away.

By the time that was looked into, my dog was on the decline from not having appropriate food.

Finally another shipment was sent and subsequently lost!!

Purolator informed me that it was due to having an illegible label.

The MyVet Store rep indicated that Purolator screwed up. Take a pick who I’m believing.

I did finally receive the shipment after our sweet boy had passed away. I still haven’t found the strength to even open the box to see if the correct food was shipped.

I was however given a refund which means absolutely nothing when you lose your fur friend too soon because he doesn’t have the correct diet to help maintain his kidneys just a little bit longer.

I’m beyond sad and angry.

Rural communities are already desperately underserved with a lack of veterinary care.

Even the veterinary clinics 3 or 4 hours away won’t see new patients and won’t sell prescription food unless your pet is a patient - that’s if they even have the food you need.

These are considerations that this business should be mindful of.

Mistakes and delays in rural communities can have unfortunate consequences.

M E.

I have been ordering off this website for many years and amazed how easy and fast it arrives. I especially love the sales and of course auto order discount. I have been checking the site for the past few days and I’m very perplexed that the auto order discount is no longer available for Royal canin With the prices these days of everything being so expensive, it was nice to get some kind of a discount even if it was only 5%
Update: the issue was resolved and the save 5% is back on the site. (Vet store took it off by accident)
Excellent customer service and very timely responses. Thank you!