"Order confirmed cancelled but still sent and money taken"

I ordered a product at 8.24 am in the morning, but realised I had ordered the wrong item.
I rang them at 8.28 to cancel. The lady in the phone said no problem I have cancelled your order.
But at 13.57 I got a confirmation email that my order had been dispatched.
Yet in their T & Cs the order can be cancelled if the items have not been dispatched.
The items weights 12kg, I can’t afford the postage to return.
UPDATE:
22/01/25
Pet drugs have fully refunded me and emailed to say they have cancelled the order.
So I have changed the stars from to 4.

"Couldn't contact customer service so I've lost money "

Our vet prescribed two separate medications for our dog on Thursday evening and I placed the order with pet drugs online as soon as I got back home.
However, on Friday afternoon, my vet called to say that due to elevated kidney levels, my dog had to stop one of them immediately. I rang customer services straight away to amend my order. Initially the recorded message said my wait would be 6 minutes, then it changed to 9, then 10 and then 14. It was clear no-one was answering calls. I had the option to request a call back so I requested that. No one called me back.
To my horror, I then realised that 'customer services' is only open from Monday-Friday 9-5 and that I now had no way of amending my order. I sent two emails in vain hope but it appears these don't get checked at the weekends either.
However, it appears that they are able to process orders during that time and so my order was fulfilled. I have now wasted money on useless medications that my dog can't take and I'm not allowed to return.
I got responses to my emails on Monday. One ignored everything I said and the other one was borderline rude, suggesting I hadn't tried very hard to contact them, and now it was tough luck.
My dog is now on monthly injections, and my vet has said it is fine to order these using a prescription. Guess where I won't be ordering these from?
Please just be very careful when you place an order that you get it right as there is no interest in customer service and they all appear to go home early on Fridays. My issue would have been easily resolvable if they'd bothered to pick up the phone but instead I'm severely out of pocket and will never use this company again.

"Unreliable "

I tried Pet Drugs again and for the third time it was a poor experience. I had a problem with my order and needed to contact them by phone. I called and after a few minutes of waiting the record message stated there was an average wait of 1 minute, a couple of minutes later, I was informed the average wait was 4 minutes and after 10 minutes I eventually got through.

"Very slow service…"

Very slow delivery service by royal mail! Takes 5-6 days to recieve your package.

"Excellent customer service have been…"

Excellent customer service have been ordering my dogs special food from this company for almost a year now great savings compared to vets prices unfortunately this time I had an email from dhl saying the parcel had become damaged in transit
I contacted pet drugs online and they sent out a replacement parcel straight away
Wonderful company to deal with every time

"Very satisfied with the price and…"

Very satisfied with the price and product

"Excellent in every way"

Great prices and very quick and efficient service from their lovely friendly and helpful staff. Perfect!

"Prescription.I have purchased my dogs medication…"

I have purchased my dogs medication previously by prescription from pet drugs oline, and I have been very satisfied with their service. The team are very friendly and helpful and put your pets first, not like another company I used recently that gave me only 6 days from time it was posted to dealing with my order, it ran out of time and I got a text that it had been cancelled. Pet drugs online give you 117 days which is much more reasonable.

"Dogs urgent medication "

Paid £16 to make sure our dogs medication was here on Saturday morning as we ran out and she would need the medication at 4 o'clock pm and it's just not turned up at all leaving us no choice but to pay an extortionate amount at the vets and hour before it shut for tablets to last till Monday on the hope it will turn up if not another expensive vet visit 😡 we paid to make sure the medication turned up before 12am as I was supposed to be visiting my dying father in the afternoon which I couldn't do coz of waiting for the tablets WHICH STILL HAVEN'T TURNED UP 😡

"Inept, uncaring, unreliable…"

After my boys insulin being delivered to the wrong address (and the previous two deliveries arrived late, leaving them not at a safe refrigerated temperature).
The package was later picked up from the wrong address where a stranger signed for it and it had been there for some time and it was collected and delivered to the correct address, the package looked to possibly have been tampered with, so I refused to use the insulin for my boy, as I couldn't be 100% sure the insulin hadn’t been possibly compromised in someway.
I immediately contacted Pet drugs online and after emails and two phone conversations one of which taking 45 minutes explaining im am going to run out of insulin within three days and this could be fatal for my boy.
They refused to dispatch a replacement vial, even though I told them I am willing to pay again as I do not care about the money, I'm just in a desperate situation and need it immediately dispatched again. They will not dispatch it again, they want phots of the packing evem though I explained the packaging was opened by a family member that didn't realise it had previously been delivered to a wrong address and later collected again. They want photos as evidence sent to them and will "investigate" and can't even confirm if they will send out a replacement without having a new written prescription from my vet, downloaded and checked and verified before dispatching. Knowing this will take us well past the time of his last vial running out.

Thankfully our vet has stepped in and will prescribe a vial while another prescription is issued and we order again.... obviously this will be from another medication supplier NOT POD.
Shame on you Pet Drugs Online and your totally inept couriers DHL. Between the two of you, you pit my boy"s life in danger.
I have spent thousands of pounds in POD medications, prescription foods and supplies. However after this ongoing mistake after mistake and it inevitably putting my boys health at serious and danger, I will never use your disgusting and uncaring services ever again.
SHAME ON YOU!