1alh1 Sidney, OH (Zone 6a) (8 reviews) September 20, 2009
I have ordered algaecide, a declorinator, and bacteria for my garden pond from this company for the past 7 years. Since I have had no problems with online ordering, and since receipt of my orders has been prompt, I have had no reason to speak with a rep on the phone. But prices, selection, and service make me a return customer.
Twonewfs Belgium, WI (Zone 5a) (18 reviews) April 22, 2009
Had a very strange experience with this company. I do order a lot of pet supplies online but found Drs. Foster and Smith to be very expensive compared to other companies so have not used them for that. This time I ordered several willow garden fences. Their description of the product was rather incomplete, but better than some. It came very quickly (although they are close to me), but it was shipped to my billing address, rather than my shipping address. This could have been a disaster, as there is a reason I did not ship it to the billing address, but luckily it ended being only an inconvenience.
When I received word (through a shipment tracking service) that it had been delivered to my billing address, I called the company immediately, to make them aware of the problem and therefore preserve my rights should the product be damaged or stolen by the time I could get to it to retrieve it. The representative I spoke with sounded annoyed at my call and kept saying, "I don't understand why you are making this a problem." I explained that I was simply looking to have them make a note that it had been left at the wrong address, and, actually, I thought I was doing them a favor by letting them know that something had obviously gotten screwed up (businesses don't know they have a problem if people don't tell them). Finally I convinced to the rep to LOOK at my order, and he proceeded to insist that I had not specified a different shipping address. I assured him I had, and said I had an order confirmation from their company listing a separate shipping address and offered to e-mail it to him (he said he had no way to receive an e-mail).
After he started getting more and more surly with me, I asked to speak with a supervisor, all the while remaining very calm and respectful. He was clearly irritated with my request, but said he would connect me. A few minutes later he came back on the phone and said that a supervisor looked in it and realized that indeed they had made a mistake. I never did get to speak with the supervisor, but in the end the rep apologized to me and said he made a note in my file. Had he not apologized, this would have been a negative review, but he redeemed himself in the end.
The product, as it turns out, was fine because the delivery person had the sense to put it in the garage instead of the porch. But I value customer service above all else (and I will pay more to get it when necessary), so the the best review I can give is a neutral.
In order to receive a positive, all the representative would have had to say when I called was, "I'm very sorry the mistake and I hope it hasn't inconvenienced you too much. We will take responsibility if there is any problem with the delivery. Thank you for letting us know this happened." Customer Service 101
(I never ordered RX supplies.) My first 2 or 3 orders were problematic- damaged boxes/contents and missing item. In fairness, I don't know if the missing item fell out of the torn box or was not included. They did an expedited replacement. After problems with deliveries from elsewhere, I realized FedEx was to blame. Foster and Smith amended my account so that future orders would be handled by UPS. No problems since! My orders always arrive in about 3 business days.
I order pet supplies every 6 weeks and sometimes buy extras. Some garden finds: glass pantry moth trap- did not work, will use satisfaction guarantee for refund
compressed brick coir for reptiles- worked great in garden and saved a trip to the home center
wildbird food wreath- beautiful gift, recipient said squirrels loved it LOL!
They very rarely offer any type of coupon, but they do run sales. I shop through a third party site that rebates a pecentage of my purchase.
Please beware that ordering your pets prescriptions on line via DRS FOSTER AND SMITH will save you money, however it takes FOREVER to receive the drugs, your pet could die while waiting and they do not accept any responsibility. I ordered 3 different prescriptions for our animals online, and had to send in the prescriptions because they would not accept them unless faxed by the vet. Ok, I understand that. But I'm in Michigan, and they are in Wisconsin, I sent the prescriptions on Friday, October 3rd, received a call on the 9th to confirm, and they claim it took 5 days for them to receive the paperwork? I don't think it's unreasonable to assume I should have recieved them within 5 days if they ship ground service. Then I was told they would be shipped that day. NOT. Called the 10th to find out where they were, oops, they are shipping that day can expect delivery on Monday, nothing received. Spoke to supervisor and she said they were put on TRUCK Friday, but JUST LEFT TODAY AND WON'T BE DELIVERED UNTIL THE 15TH!!!! EVEN THOUGH I'M ONLY 1 STATE OVER. I'm LIVID.
Worst service I have ever seen, and they are supposed to be serving sick animals? BS!! Now I'm concerned about the quality of the medications the use.
BartsDad Cedarburg, WI (1 review) December 15, 2007
I have been a regular customer of Drs. Foster & Smith for several years. My most recent order from them, however will be my last.
Their new shipping policy is the reason. My last order, placed over a weekend, was for a very light weight item. I was charged $9.99 for shipping, even though I live in the Milwaukee, WI area and they are located in Rhinelander, WI. On the same day I placed an order with another company located in New Jersey. It also was a very light weight item. I was not charged anything for shipping.
The order from New Jersey arrived the following Wednesday, while the order from Drs. Foster & Smith did not arrive until the following Friday. I contacted Drs. Foster & Smith to ask why this happened, and was presented with their "shipping policy".
This company used to be great in shipping orders out. I usually received my orders in one or two days, and I don't remember such stiff shipping charges. Until these policies change, I will be shopping elsewhere.
I order from this company 2 to 4 times a year for garden pond supplies. Have also ordered pet supplies.
There prices are always great. I can always find my order waiting for me most of the time less then a week.
I have used this company for for my dog and pet products and have always found them helpful, prompt and easy to work with. I had one shipment that leaked and they promptly took care of the problem and shipped a replacement.
I purchased a floating heat source from Dr. Foster Smith for my small water garden. Because of the low energy heater, all of my plants (lilies, irises and cat tails) survived our cold Michigan winter. And it kept our koi happy, too. Great product and a great experience.
I've ordered from this company many times, and the only product I've ordered that I can think of that would apply in this forum is the dog food additive (to prevent the killing of the grass where the dog urinates). Excellent product, excellent company. Prices are very comparable to what you'd find at large pet retailers.
I wasn't expecting to see this company listed since it is primarily pets stuff, but since it's here I'll go ahead anyway. I ordered twice from this co. and both times I received my order withing 4 days, the price was excellent and items were what I ordered and expected - I will continue to order from them - big time positive