I have mixed feelings about Diamondback. I appreciate the pet-focused service they provide, but, their customer service needs serious help! I've had issues with communicating with them in the past, but my most recent experience turned me off - probably for good.
My sick cat needed a drug ASAP to help him with his chemo treatments. My vet called it in early in the day (before noon, I think). I called to see if they had an ETA for me to pick it up a few hours later. After being on hold for over five minutes, they checked and didn't have it in the system, but they would text me once it appeared with an ETA. I contacted my vet again to confirm she submitted the prescription to Diamondback - taking even more time out of her day. She said she did, and even talked to the pharmacist. I waited patiently until about 6 p.m., knowing that they closed at 7. I wanted the drug THAT DAY to give him time to have it in his system before his next chemo appointment. I never got a text, so I called again. After yet another 5+ minute wait on hold, they said they had the order, but it hadn't been started yet. I got a little upset. The person on the phone heard my tone and checked with the pharmacist to see when it could be done. She returned and said "be here by 6:45 and we'll have it for you." Of course, by then it was 6:20, they are way across town from me, and it was rush hour. I drove like a mad woman to get there but made it (despite my husband saying "but dinner is ready" and me shouting "I don't care - he needs the drug!"). The order was ready, there was no wait at the counter, and the pharmacist took time to explain how to administer the drug. All was well, aside from my cold dinner. And my cat is doing much better!
Since this isn't the first time I've had issues with them, I informed my vet that unless they are the only compounding pharmacy that can process the order, I'd rather go somewhere else going forward due to their customer service. I know they are very busy/in high demand, but that should mean they can afford to hire more people or develop better order management systems. She heard me, and will probably think twice before sending more orders their way.