mollies.ca Avis 13

Inconsistent shipping - Lockdown of the market for vet foods for animal requiring special formulas. Unclear auto orders and free shipping cart. Basically semi monopoly for certain products. Keep looking others will come when they do make us all a favor and cut them out.

One star is too much. Their website is bad, their chat box crashes all the time. I wanted to give them another chance, but the latest is me confirming an order and then they canceled it without letting me know. When I inquired about it, they confirmed it was canceled regardless of their email confirmation sent to me a week prior. All they said was “sorry for the inconvenience”. Here I am reordering the food and having to wait more time to get that delivered. It’s very frustrating, and they don’t seem to care, if you give them a thumbs down for not being helpful they sure let you know they don’t like that.

I’d give this company zero stars if it was possible. Their customer service is lacking because they don’t even know how to answer a call. How is it that a company can claim they have a customer service department but yet never answer the phone nor return a phone call.

The situation is that they have placed an order on an old account without my authorization. Cherry on the cake is that it’s going to an old address.

I would advise anyone using Molly‘s to stop using their account and just buy from your vet pay the extra $10 per bag of cat food. It’s better than having to deal their complete lack of customer service.

Amazing Customer service! My dog recently passed, and unfortunately the process left me with a lot of bills. Additionally, I had unused food that was unopened and purchased by Mollies. Mollies refunded me the unopened cans and bag of food and told me to donate to a shelter. I am so touched. Thank you Mollies!

very odd site...i think their web site needs a major overhaul..for the life of me it keeps talking ABOUt a clinic in calgary...my order comes from a clinic in montreal..and i am in montreal...I dont know why my local vet clinic recommnded mollies..but its virtually unusable since i have no connection with some vet place in calgary..i dont seem to be able to change thie from myprofile...so odd how they run its online site..i gave up and will end up just going to my local vet clinic to buy..i guess i could make a new account and try again..but its not worth the hassle..i deleted cookies etc but to no avail..total fail experience

Seriously, the worst online shopping experience possible. On top of the long delay before the order was confirmed (in 2025, online orders are usually confirmed within 5 minutes on normal websites), I also find out that I'm not allowed (?) to buy my cats' food... The monopoly vets have over pet food sales is seriously problematic.

Only place to get some items and then hike prices by unrealistic amounts - my dog food went from 175 taxes and delivery in to now 215. How can you justify this?

The website is unusable. Everytime I sign in it tells me to delete my cookies. I do that and nothing. I can't get into it. I logged in on a brand new PC, still nothing. It is so irritating that my vet uses this site 🙄 and I have few choices as I need prescription food for my pet.

I was billed for the product. The product was sent to the vets for me to pick up. The vet never received the order. Trying to get any one to call me/email me back is impossible. Talk about incompetence. I’ve had issues in the past and they called me back, but weeks later. Shame on them. Do better.

Good service but cat food is insultingly expensive

I changed prescriber offices that sells me your pet food. Since June 28 I have been sending you email and phoning your 800#
I cannt order, and won't order so that the Old office providers benefit from sales that are no longer under their perview. So why are you not Changing providers, in a timely manner. I have sent 5-6 emails.
and still make calls, but no response to confirm followup and redirect the accounts.
I can only think that the first clinic wants to retain the percentage that you paythem when I order.

Here is a thought. that information is privileged and you are now violating my right to privacy of my consumption and payment patterns.
I asked that payment of $612.33 be refunded to me.
as the first prescription provider is no longer entitled to this information. Your company is preventing the
second Prescription provider from monitoring the consumption of prescription as directed to me. forcing me to go buy somewhere else and personally transport the presciption 40 lbs bags rather than delivery to my door but not share the information with the second presciber provider.

terrible customer service.

I see my issue is not singular. The company must have been bought out or is going under. Use to love the door to door experience. That started failing so we did pick up @ Vet. That was going fine I suppose until the last few bags. Started Not delivering as often, and Last bag cancelled our order after 14 days waiting and then said expired Rx, when no prescription is needed in Canada. You suck so bad right now Mollies, I hope you know that.

The customer service is absolutely atrocious.
I’ve had an “auto order” with them for years.
The last 3 auto orders have failed, with no explanation, no opportunity to order a different product, no recourse to talk to a human being.
This time, I received an email saying my order had been cancelled, stating their phone number, and a request that I “call them back to discuss further.”
I called. No one answered. I left a message.
I called the next day, left two more messages. No one called back.
I called the next day SEVEN TIMES- once every hour, NO ONE ANSWERED.
I left messages as instructed each and every time, and no one ever called back.
I finally received an email a week later saying I would receive a call that day, but that I should have received the refund by that time.
I received no call.
I emailed back to say yes, I’ve received the refund, but this does not in any way fix the problem, in that I still don’t have the product in my hands that my cat has been prescribed by the veterinarian, that no one has called me back, and that my last 3 auto orders in a row have similarly failed. What is the point of an auto order?!
I receive another email saying “we cannot take responsibility for the product being out of stock with the supplier.”
THE PRODUCT IS NOT OUT OF STOCK WITH THE SUPPLIER, it is still showing as available on their website.
The “customer service representative” goes on to say they will add a $15 credit to my account for the inconvenience.
I go out of town for a week. I return, realise I still need the food for my cat, go onto the website and cancel all my auto orders and order the food as a once off -at an increased price. THERE IS NO $15 CREDIT ON MY FILE.
I receive an email later that day saying that my order has been cancelled AGAIN, and so finally I call my vet (who advertises that I can order food from them through their website, which is supplied by mollies.ca) to FINALLY get an explanation as to what the FFF is actually going on.
Answer: because I haven’t been into that vet for a couple years having moved further away, they can no longer legally approve the prescription food through Mollies.ca. I have no memory of ever submitting a vet prescription for the food to Mollies before, and have never been advised that any such thing is necessary.
So I call Mollies AGAIN today to complain that
a) I received no call when they said they would
b) I didn’t receive the $15 credit they promised
c) I have called MORE THAN 10 TIMES over the course of WEEKS and the matter is still not resolved and this is the THIRD time this has happened
d) now I’m out $80+ until they can be BOTHERED to refund it to me, which last time took a week.

I will be out of town again in a week!
I am on DISABILITY, and I need to buy the food for my cat somewhere else before I go away for another week and so I never have to deal with this blasted company ever EVER again, but I can’t do that until they REFUND MY MONEY.
AGAIN.

Absolutely phenomenally atrocious customer service. DO NOT USE THIS COMPANY. Save yourself the trouble. If I could do more to discredit them I would. Absolutely unacceptable.