Complaints

This profile includes complaints for Covetrus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Covetrus

  7 Custom House St Ste 5 Portland, ME 04101-4755

  
• 

  Covetrus

  400 Metro Pl N Dublin, OH 43017-3378

• 

  Covetrus

  5013 S 110th St Omaha, NE 68137-2376

• 

  Vets First Choice

  2409 Peppermill Dr # K Glen Burnie, MD 21061

• 

  Vets First Choice

  2409 Peppermill Dr # K Glen Burnie, MD 21061

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my elderly dogs prescriptions on February 25th. One of the three shipped that day. The shipping says 5 days. I always put back 10 days of his pills so that In case it takes longer as it sometimes does since this seems to be a made-up number, my baby won't have to go without or suffer. I understand that Covetrus doesn't have control over the shipping time after they send it to the carrier. This is why I compensate by ordering when i still have 10 days of pills. That's twice the time I am told the shipping will take. Well, this month two of the three DIDNT EVEN SHIP until March 5th, eight days later. It is now March 13th, at 4am to be exact, 16 days later. I still haven't received the meds and I am up in the middle of the night watching my dog suffer in pain and whine, unable to sleep. I seriously need to put a months worth of pills back to compensate for a "5 DAY SHIPPING"? That doesn't make any sense. This is the fourth day in a row he wakes up in pain in the middle of the night and can't sleep due to pain. And that means I can't either. I work full time and am exhausted. I hate this company. What a poorly run business. I highly regret that my vet uses them. I would at least like a refund so that I can afford to buy the meds again immediately in order to have a back up supply since this 5 day shipping is an absolute lie and has now become 16 days and counting. Maybe if I order more pills now I will have them in a month, hopefully my dog won't be dead by then.

  

  Business Response

  Date: 03/13/2025

  Hi Magen,

  Thank you for taking the time to share your concerns. First, I want to express how sorry I am for this situation and the stress it has caused both you and Kyuss. I understand the urgency and importance that they receive their medication on time, and I apologize that we fell short of your expectations and our commitment to you.

  We would like to acknowledge that an email was sent to you on 2/26/25 at ********************** to inform you about the ************* being out of stock and the order being delayed. However, it seems this may not have been the correct address, as your recent communication with us reflects a different email. Please let us know if you would like us to update the email.

  I would like to offer you a full refund for your order in the amount of $51.84. I will process that today in our system and you will receive that back onto the card used for the order within 3-5 business days. 
  
  Thank you for giving us the opportunity to address this. If you have any further concerns or questions, please dont hesitate to reach out.

  
  Thank you,
  Courtney 

  Customer Answer

  Date: 03/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a charge on my credit card of ****** from Covetrus dated 2/28/2025. It is an unauthorized charge. Then I received a package with a prescription for my dog, date on letter is 2/27/2025. It was Simparica Trio Chewable tablets for dog, on order says 6 tablets are included. In the box was 4 tablets. It was not sealed. My dog Khaleesi has not even been to the vet this year to get tested for heartworm. Which this must be done prior to taking or getting a prescription for these heart worm pills. My Vet, has not authorized this order. I have not authorized or requested this prescription. There was no prescription for this order. I want Covetrus to refund my money or credit my card (which they somehow must have my cc number). They also sent it to my previous address (we moved last august 2024) So they didn't even have the correct address. It was forwarded to my new address. My vet does not have my new address. So I know my vet did not order this prescription. I believe it is illegal to send prescriptions by mail not ordered by a vet. Or a authorization on a credit card. I called Covetrus and the *** told me our vet ordered it and My Vet did not. I got an order from Covetrus last year only, there was no Auto ship on my order. This is not right, Covetrus has no right to charge my cc card, or had any authorization.

  

  Business Response

  Date: 03/10/2025

  After further review of the account, I have processed a full refund in the amount of $193.38 on 2/10/2025. It should take 7-14 business days to reflect on the credit card used for the order. There will be no further orders placed automatically. Please let us know if you have any further questions.

  Customer Answer

  Date: 03/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered three products on 1/28/25.Denamarin (two boxes) $95.98 CranMate $32.99 Total with tax was $117.93, after using a $20 coupon. I received all three items on 1/30/25 The Denamarin pills were a different color than normal. Looking at reviews, they overwhelmingly stated the new color made their dogs sick. My dog is 14, and Im not going to take the chance. I called immediately on 1/30/25 to initiate the return process of the two boxes of *********. The return policy written on my invoice states in part all return or reship requests must be pre-approved by the Covetrus customer service team within 30 days of receiving your shipmentI have spent the last 5 weeks contacting the company for a refund. Each time, I am told something different. On 2/8/25 I received a refund of $40.94 with no explanation for the amount. Even the representatives from Covetrus can not tell me why I received that amount. The last call on 2/24/25, I was told by ******** that he had escalated the case, and ******* said I would receive an additional refund of $55.04. I have not received this refund. At this point, I feel it is useless to contact Covetrus. I get nothing but conflicting information and false promises. Here is a breakdown of my contact with them 1/30/25 Called for refund due to the change in pills for 2 boxes of Denamarin. Told that is no problem, this is not a prescribed item, and she suggested I call the manufacturer beforehand. Manufacturer (*******) told me just to return, they cant help unless my dog is ill 2/5/25 Told this is prescribed but will transfer to quality assurance. Said I will get a refund 2/10/25 Told case was closed for some reason, she doesnt know why. She reopened and expedited 2/17/25 No explanation of why nothing is being done. Said she will submit for a refund 2/18/25 Refund of $40.94 2/24 Told I must have received partial refund, but he doesnt know why. After escalation, told $55.04 will be refunded. Not received.

  

  Business Response

  Date: 03/06/2025

  We sincerely apologize for the inconvenience you recently experienced with our service. Upon further review, we discovered an oversight on our part regarding the additional refund not being processed. We have now rectified this issue, and you should see the refund reflected in your bank account within 3-5 business days.
  

  If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help!
  

  Thank you for your understanding, and have a wonderful day!

  Customer Answer

  Date: 03/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started in Nov 2024. Pre-qualification for employment, but needed 50$ deposit on equipment to be delivered. As of now, the amount is 900$ plus transaction fees. Told 'vendor doesn't refund " although that was not mentioned in initial 'interview'Delay in delivery over and over, including vendor needs tires or Gas. Not my issue, now after getting contacted nightly at 2 or 3 am my time, this ********* ******* says I have to pay another 80$. She also stated i will get my money back once set up with the first check.I have reach out several times via email on websites. No response. I'm over 64, senior citizen, they took my money and I need it back. ********* ******* said no, vendor doesn't refund. And to pay more.This interaction was conducted on 'TEAMS' chat. I have saved whole chat over last 4 months, but don't know how to send to you.I just want my money back, please.

  

  Business Response

  Date: 02/10/2025

  Good morning,Im sorry to hear that this has happened to you. We take these concerns seriously. Based on the information provided in the screenshot and your message, Im concerned that this situation does not relate to Covetrus. Unfortunately, it appears to be a scam. We never request payment as part of our hiring process. Equipment is shipped at no cost to new hires within a week of their start date. I recommend that you report this interaction to your local authorities to ensure that the individual in question, ********* *******, is held accountable for any wrongdoing, as she is neither affiliated with Covetrus nor part of our *************************** I am sorry to not have a better update for you in this situation. Please let me know if you have any other questions. 

  
  

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a years worth of ******** for my two large dogs for almost $700.00. When I purchased it, I was suppose to receive a rebate for each year supply but then never sent the rebate. In addition, the product has a very short shelf life and because I still had some left from the previous year, I will now have to throw away almost $350 worth of product because it will expire in 9/2025 before I can use it all up. When I called to see if I could return or exchange it, they told me they could not but if I wanted to talk to a supervisor, maybe they could give me a discount on some more product.

  

  Business Response

  Date: 01/06/2025

  I have reviewed the interaction with our agent and the client. The client was wanting a refund on a prescription that she was not able to use due to the best used by date. The client stated she had doses from another order that they used before using the product that was ordered through us. I have made an attempt to call and email the client to offer a courtesy refund of the doses they will not be able to use but the client has not yet responded to us. Once the client responds with the number of doses they will not be able to use, we will process a refund. Please note that our return/refund policy is for orders within 30 days of the date the order was placed. The order was placed on 6/14/2024.

  Customer Answer

  Date: 01/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I was impressed with how ***** and the Covetrus team responded so quickly to my complaint. I was traveling so it took me a little longer than ideal to reach back out the them. I will purchase with them in the future based on how they have handled the situation. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a medication on Saturday, December 7th for my dog. Please note that as an anti-seizure medication, it is time sensitive and has to be given at the same time every day, otherwise he can have a breakthrough seizure. There were no refills left so I got his vet to call it in on Monday, December 9th. I called in an emergency refill to his vet on December 14th (realizing I wouldn't receive it in time) which costs exponentially more (for reference, it costs me $163.80 for 90 capsules, but at the vet as an emergency, it costs me $47.14 for 15 capsules) AND it isn't even the correct dosage (which is why I needed a compound pharmacy in the first place). It is now Wednesday, December 18th and it has not even shipped yet. I had to call in an emergency refill for the SECOND time (I only filled four days worth initially because I couldn't imagine it would ever take this long to ship and I was assured but a **************** *** that it would be here "early this week" ie. Monday, Tuesday or Wednesday). **************** called since then and apologized but could not say when it would ship out. The other times I spoke with them, they were rude and short with me, as if I was the one inconveniencing them. It has been eight business days since his vet called it in and your shipping policy states "Orders will ship the same day if received by the order cut-off time listed in the table below." I understand it takes longer to process for compound medications but eight days of processing? I've never had it take that long with other compound pharmacies before. At this point I'm not even asking to be reimbursed, I'm asking that you please ship out my dog's life saving medication or at least give me a clear answer as to when I can expect to receive it. My dog relies on this medication and I rely on you as a compound pharmacy to get it to me in a timely manner.

  Customer Answer

  Date: 12/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a year supply of heart worm prevention and flea and tick medications for 3 large breed dogs. I spent $1082.77 on 11/12/2024. On 11/18/2024 was sent a Black Friday promotion that would have made my total $772.12 ( I added 8% sales tax Alabama simplified rate) saving me $310.65. I contacted customer service and was told they couldnt do anything. I normally wouldnt be upset about a sale price after already purchasing however, $310 is huge and makes me sick. How would you feel if you experienced this? Kinda of like a slap in the face and it doesnt leave a good impression. I am hoping you are willing to honor this in order to save our B2C relationship. We should all have the same goal which is ultimately keeping dogs heart worm free and sales like these are helping that mission. Because I have to buy the highest dose for 3 dogs I have got to bargain shop to keep it affordable, so to get that email not even a week later really upset me.

  

  Business Response

  Date: 11/22/2024

  I wanted to first apologize for the inconvenience of not being able to use the additional savings on your most recent order. We do send out coupons on a monthly basis via email to our clients to help with savings. I am going to honor the coupon of 30% off on your order. I will get the refund processed today 11/22/24. Please allow for 7-10 business days for the refund to reflect on your bank statement. Thank you

  Customer Answer

  Date: 11/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've requested Covetrus to delete my online account with them more than five times over the last year. I haven't used their services in more than a year and won't again. The requests have been made by phone, email, and online chat, and each time they give a response (by phone or chat) they promise they'll delete my account, then never do (I can still login so the account still exists). When I email them through their online request form, they have yet to respond.

  

  Business Response

  Date: 11/22/2024

  The account has been deactivated. We are not sure why the client is still able to login. We have opened an IT ticket to have our team work on deleting the client's account. We will make contact with the client as soon as the ticket has been resolved.

  Customer Answer

  Date: 11/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:08/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being charged the correct amount of $170 from the veterinary clinic I visited in August (showing up on my credit card statement as the business visited with the correct address), I received a charge, also for $170, on the same credit card from Covetrus, ***********. Both have passed the "pending" section of my statement, and have been charged to my card.

  

  Business Response

  Date: 08/26/2024

  We are not able to pull up an account in our system with the email address and phone number provided. I will make contact with the number provided and get more information regarding the complaint.

  Customer Answer

  Date: 09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 1st 2024 Order Number: ************* Shipment Information Shipping *********** Mail Innovations Tracking # ************************** Items in this shipment:Qty NexGard Chewables for Dogs Blue 10.1 - 24.0lbs 12pk 1 Sentinel Flavor Tabs Green ***** lbs 12pk 1 Sentinel Flavor Tabs Green ***** lbs 12pk 1 NexGard Chewables for Dogs Blue 10.1 - 24.0lbs 12pk 1 NEVER RECEIVED Called and canceled order This was an autoship from over a year ago, With our old address is ******** We called to have this order canceled company stated it was already sent, This medication requires a heartworm test to be done within a year before any new medications are sent this was over a year ago. I do not want this medication as I did call and cancel. Months went by I see a charge that I wasn't familiar with the company under the name DC DSP I had to look it up and find out its Covetrus for Heartworm ****************** & tick 1 year supply for 2 dogs. I did not get any of the medications so I figured its a closed issue. I then find out who it was a called back which they said they would give me 50% off I also don't need 50% because I dont want it. I just would like a refund and be done with the company. I will never give out any of our information to our Veterinary dont ever do any orders online they keep your information stored online. I would not recommend this company at all. this has been nothing but a huge headache. I have included a document of our address that we nolonger live at as we moved a year ago to ********.

  Customer Answer

  Date: 07/22/2024

  I have not heard from the business in response to my complaint.

   

  The address is incorrect,

  Our address is ******************************;

  Nokeville VA 20181

  We never received any medications.

   

   

  

  Business Response

  Date: 07/23/2024

  Thank you for reaching back out to us regarding your order for ****** and Vixen. As we do understand that you no longer wish to have this product shipped to you via our AutoShip program, as well as that you are no longer living at your Maryland address, we would be happy to help to rectify this situation for you promptly! With that in mind, the remainder of your order has been refunded in full at this time. While it may take around 5-7 business days in order for you to see the remainder of that refund show back up within the account that it was paid out of, you will see those funds in a short time! Please do feel free to reach back out if you have any other questions or concerns, and we hope that this has helped to resolve this issue to your satisfaction!