My toy poodle was diagnosed with epilepsy a few years ago and because of her small size, her…read moreseizure medication has to be compounded. I've used another local compounding pharmacy and I actually can't remember a single refill that went smoothly. It was hard to actually get through to someone over the phone, if you did, they always seemed rushed and overwhelmed and like you were bothering them. It was always a hassle to get a refill and they were never willing to reach out to the vet etc. Numerous times they had forgotten to call me to let me know that I was out of refills and needed a new script, they had my credit card on file, but after not hearing anything, I would call and find out they didn't realize they had my credit card on file so didn't process payment, they would forget to call and tell me it was ready, they'd forget to make it...
Most recently, I was given a 60 day supply that expired in 30 days. I had to fill the next prescription early. That one was shipped to me without the lid on so leaked out. I had a heck of a time getting them to exchange the medication for a new one even after explaining my concern that the concentration would be off. When I did get the replacement, it looked completely different and when I inquired to make sure everything was okay with it... I was met with rudeness and accusations. I was told it was the same medication that they always give me even though this was white and opaque versus clear. I can handle grumpy people, but I won't risk my dogs health so I drew the line.
I asked for recommendations on our community Facebook group and the overwhelming response pointed me in Spartan's direction.
From my first call with Ron at the 51 location, I knew Spartan was going to be great. He was so patient, kind and helpful. He went out of his way to get in touch with the Bethel Park compounding pharmacist and follow up with me. He also explained why the current medication might look different... something that the pharmacy that made it wouldn't do.
He confirmed that they received my prescription and it was ready the next day. They called me to let me know the powder they used was going to be expiring before the 30 day supply was gone. They wanted to inform me that ahead of time. She explained that they already ordered new and we're going to discount the current bottle, but that they didn't want me to be without so made it and would be set for the next refill. I was absolutely blown away by the customer service.
My dog has another emergency medication, one they Spartan hasn't ever made before... but that they ordered equipment and consulted with others to find out how to make. They could have easily told me no and sent me somewhere else, but were willing to do it and never even hesitated.
Another thing that I noticed was the quality. The previous pharmacy provided syringes they typically broke before their first use, Spartan carries the more expensive, but but better ones. The previous pharmacy uses liquid bottles that you literally can't screw the lid on straight... Spartan's is super user friendly.
Spartan's also seems way more competent and less overwhelmed. Anytime I called with a question or spoke with someone, they never seemed distracted or rushed and I felt like I had their full attention.
My vet accidentally called in a 30 day supply versus a 60 day and when I found out, I asked Spartan if I should ask the vet to call them to make the change and instead, she insisted that they would reach out themselves and it'd be absolutely no problem... the old pharmacy wouldn't even confirm whether or not they received a script from the vet.
I'm thankful that it got so bad that I decided to find a new pharmacy, just wish I would have done so way earlier!
