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    1. #1
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      Black Labbies's Avatar
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      How would you react to this?

      Ursa is on a prescription drug called Keppra for her epilepsy and we order it every 3 months from the same compounding/veterinarian pharmacy. Keppra is not cheap and without pet insurance, I don't know how people without pet insurance can afford it. She's also on homeopathics, but that's another story.

      I phoned in Ursa's refill last Thursday afternoon, giving the pharmacy 3 business days notice to fill the script (they've asked me for 2 days notice) and that I would come in on Monday to pick it up, since Ursa would have only 2 pills left.

      I went in around noonish today and asked for Ursa's meds. The lady behind the counter looked here and there, then talked (whispered) with the pharmacist, asked me for the 2nd time when I had phoned it in, and that's when I asked "what, it's not ready again?''. This is the 3rd time the meds haven't been ready, even after I gave them plenty of notice to have it ready. Then I got the b*tchy attitude, again, like it's my fault THEY don't have the meds ready, so naturally, I react the same way and say "when you have it ready, you can deliver it to my house, I'm not coming back a 2nd time...AGAIN". She told me to go upstairs and talk with the compounding pharmacist, so I do. There, a young girl at the desk says that I have to give them at least 3 days notice, to which I say, "Thurs, Fri, Sat, and part of Mon, how many days is that?"

      Then she goes to the back, comes out with 3 containers of meds and says "I found it, it's ready, just waiting to be processed". "Good", I say, and watch her fill the script, when suddenly out from the back comes a pharmacist and says to the young girl "that's not the right dosage, this dog need 750 mg, NOT 500 mg"!! "WOW", I say, "what the f", and stop myself, look at the pharmacist and say "thanks for catching this bad mistake, 'cause I'd be wondering why my dog is grand-malling at 3:00 in the morning, wouldn't I". Both of them walk away, never to be seen again. Then I got to deal with the ballsy-know-it-all head-pharm, and he tells me that they don't have enough of the 750 mg to fill the script, so I say "well, give me what you have and I'll come back", but for some strange reason, he couldn't do that, but could give me 12 pills for 4 days. He goes on to tell me that I should have waited for them to phone me when the script was filled, like they have in the past. WHAT!?!?! THEY'VE NEVER, EVER PHONED ME BEFORE! I remind him of the phone message I have on my machine, with the lady telling me that it would be ready on Monday.

      I went home with 12 pills and got on the horn and called other pharmacies in my area and quickly learned that they all need 1 days notice and that 1 in particular is $80.00 less in price. Needless to say, I cancelled the refill after phoning the vet (told them what happened) to start up with a new compounding/veterinarian pharmacy.

      Obviously, this pharmacy doesn't take it seriously when it comes to Ursa's life-saving meds and not once apologized for their errors. Good riddance to them!!!!!!!!!!!!!!!!

    2. #2
      Chief Pooper Scooper
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      Dealing with the meds is a pain in the butt. I had to source Wrigley's meds from 3 different pharmacies because Pheno was cheapest one place, Keppra another, and then when we added the zonisamide, I had to go somewhere else. Then we also dealt with a compounding pharmacy for when we needed Valium. OMG.

      I miss Wrigley down to the core, but I don't miss her illness and the maintenance.

      I'm glad you got it straightened out and found the deal.

    3. #3
      Senior Dog
      Snowshoe's Avatar
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      Wow. Good riddance to them if you can but how many compounding pharmacies are near you? It would be tempting to complain to a head office but then you might be treated even worse and they've already shown they can make mistakes.

    4. #4
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      Tanya's Avatar
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      how scary is that! That is terrible customer service on top of a serious issue (thank goodness something caught it).

      glad you found a new place!

    5. #5
      Senior Dog
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      Glad you have a new place. That's scary stuff about the wrong dosage.

    6. #6
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      Blackboy98's Avatar
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      First, the pharmacy has terrible customer service. Then to place the incorrect dosage is something that should have been reported to the owner. Luckily the
      pharmacist caught the mistake that should NOT have been made in the first place. Glad you have moved to a pharmacy that will give you better service and the correct dosage for Ursa.

      As you said-
      Good riddance to them!!!!!!!!!!!!!!!!

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    7. #7
      House Broken
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      I picked up Ursa's meds today at the new pharmacy and the pharmacists again said that she couldn't believe the price difference AND that Ursa's script isn't even compounded, as Ursa takes the pills WHOLE on a spoon in unsweetened apple sauce (we do the work, not them). She said "you were ripped off by the other pharmacy!!"

      Bad news spreads faster than good news and it's already spreading. I talked with Kia at our vet's clinic and she's told all the vets about our experience and she said "we're not committed to this pharmacy, there are others".

      I also phoned in a complaint to the Pharmaceutical College and left a message, I'll be surprised if I get a call back, since birds of a feather stick together... However, if this has happened to us, how many others has this happened to?

    8. #8
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      POPTOP's Avatar
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      What a pain in the a$$ that pharmacy was! So glad you have options near you. Good riddance is right. Sounds like they don't want the business or even care.
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    9. #9
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      Update:

      WOW! I heard back from the College and was instructed on what to do. I phoned the pharmacy manager (I thought the head-pharm was the manager, but no) and told her what had happened. She's also the lady who left me the message last week Thursday saying that the script would be ready on Monday.

      She agreed that 2 terrible mistakes were made - the wrong med dosage that I almost went home with and poor customer service. She was extremely apologetic for the gross errors that her staff made and refunded us the enormous over-charge for the 12 pills I was sent home with (normally each pill costs $1.00, but I was charged $2.50 for each... bunch of crooks!). She's also looking into the over-charge of Ursa's meds for the past 1.5 years as hers was never, ever compounded with beef or chicken flavor or even crushed! She's also sending an "Error report" to the College, our Vet and we also get a copy, and said she'd talk with everyone involved. I praised the competent pharm for catching the wrong dosage mistake and asked her to pass along our thanks.

      She's sad that they've lost a customer/patient-Ursa and hopes that we'll reconsider... NOT A CHANCE!!!

    10. The Following 2 Users Say Thank You to Black Labbies For This Useful Post:

      Snowshoe (06-27-2018), SunDance (06-28-2018)

    11. #10
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      janedoe's Avatar
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      Don't even get me started on pharmacies. Glad you found a good one.

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