We have a cat with lymphoma who has been on a parade of different chemo drugs, both pills and shots, for the last year. The last time his medication was switched, we noticed upon first receipt (we are in CA so it was shipped to us, we weren't physically in the pharmacy) that bottle said it was for dogs. Alarmed, we immediately called. We were told that was a mistake and that they would rectify it. We incorrectly assumed that meant we would be sent the correct medication. Then we got married and went on our honeymoon and totally spaced that we never received the correct medication (in our defense, he's on several different medications already, but still, we're dumb). We called Stokes and were told that the "mistake" was that the medication was designated for dogs but that it was the correct medication and we should've used it. When they said they would "fix it," they said they meant they would change the species designation on our account. We were shocked. We were never told the medication was correct and that we should use it. We were worried about leaving possibly harmful medication around with so many other medications, and you obviously can't return medication for fear of tampering, so we threw it away. ANYWAY my husband then asked for replacement medication. He thought he should receive a credit for the first shipment, but he was clear that he would pay for the second, that the important thing was that the cat finally receive the medicine. Two weeks later we still hadn't received it. His patience with them had run out, so I called them to order new medication. I was placed on hold and then a second person came on the line wanting me to explain everything I had just explained to the first person. He had an accusatory tone and kept referring to their mistake as a "typo." His assumption was that I was trying to get free medication. I don't know why he assumed that, I had never asked for the medication for free and was very willing at this point to pay for their mistake. Then the blame game started again and he said he was told that I had asked for "replacement medication." I said that was true. Why he thought that meant I didn't intend to pay for it I can't say. Why he assumed this was a call about anything other than the health of a pet I can't say. That is what it should've been about, however. After being chided on the phone I felt it was best I deal with another pharmacy that cares more about the patients than lording their incorrect editorial superiority over the customers.
I was not on the phone when we reported that the medication was for canines, it was my husband, so I can't say that he was the most clear on his instructions, and it seems to me like a pure misunderstanding that they would say "that's a mistake" and "we'll fix it" and mean one thing and my husband would take away something entirely different. I can understand that we would be financially responsible for this misunderstanding, though it sucks. However, the fact that we were treated as if the burden of clarifying their mistake was on us, the laymen who are not pharmacists and only trying to protect their pet, is bogus. There are many medications that are beneficial to one species and harmful or even fatal to another, and when you're sent a medication marked for the wrong species and told it's a mistake, it isn't so strange that you would take the action we did. And the fact that they were so set on hammering home that we were the ones in error and not them that they failed to send a second shipment of medication that we fully agreed to pay for is appalling. Think we're idiots if you want, and don't credit us for "the mistake," but do not withhold medication from a sick animal. That is the opposite of what a pharmacy should do and in fact the definition of a pharmacy.
Clearly since we're in California and this pharmacy is in New Jersey, it doesn't matter too much where the pharmacy you're using is located. This medication, like many others, needs to be refrigerated and so must be shipped overnight, so you can and should consider using another pharmacy if Stokes happens to be the closest to you. I've switched to Valley Drug & Compound in Encino, CA at (818) 788-0635, and they seem delightful. The price was comparable and overnight shipping is only $10. I reported this incident to our vet's office, who said they don't deal with the pharmacies directly except to provide prescriptions, so they don't get a lot of feedback on them. So if you're assuming that your vet gave you Stokes' information because they know and trust them, you may be making that assumption in error. My vet's office told me Valley Drug on the other hand calls them very often to clarify when a prescription has changed to make sure they are sending the right information, so she's more confident in their quality performance. Shop around. The end. read more
