I worked at PetMeds from April to August, and it was by far the most unorganized job I’ve ever had. Just three weeks in, there was a layoff—despite being told the company was growing. Customer service went from being open 7 days a week to closing on Sundays and at 6 PM, yet call volume soared. It was common to log in to over 100 callbacks and 60+ people on hold. There weren’t enough reps to handle the load, but instead of hiring more, they continued to stretch the few of us thin. Customers were understandably frustrated—many said they’d never order from us again due to long wait times and zero communication. I couldn’t even blame them.
And let’s talk about the expectations:
Back-to-back calls all day with only a 30-minute lunch break is crazy. Maybe some people are okay with that kind of grind, but I’m not. It’s exhausting and unrealistic, especially with no proper wrap-up time between calls. On top of that, the company tries to micromanage—even though they’re severely understaffed and disorganized. I refused to be micromanaged by people who clearly didn’t have control of the bigger picture.
“Upsell… but no bonuses?”
In one meeting, management encouraged us to start upselling during calls—but there was no mention of bonuses or proper compensation. At best, they casually floated the idea of a gift card competition. We’re not kids—we’re working adults with bills. If you want employees to upsell and go the extra mile, then pay them accordingly. Incentives should match the effort.
Management was completely unorganized—I worked the wrong shift for two months without anyone noticing. I never once had a 1-on-1 with my supervisor to review performance or metrics. The company’s revenue reportedly dropped from $2M to $1M monthly, and recently both the CEO and CFO resigned. That says everything. I don’t have a degree, but I could’ve run the customer service team better than those in charge now. I thankfully found a new job. It’s a pay cut, but the experience was so toxic I don’t care. I would never recommend PetMeds to anyone looking for stable, supportive work.
I ultimately made the decision to quit because I felt completely misled. From day one, what was promised didn’t match reality—whether it was the idea that the company was growing, that scheduling would be respected, or that there would be adequate support and communication. None of that proved true. Every day felt like chaos, with back-to-back calls, unclear expectations, and no real recognition or support from leadership. The stress began affecting my mental health, and I found myself dreading logging in each day. The job became a constant source of anxiety, and there was never a moment where I felt like things were getting better. In fact, the longer I stayed, the more disorganized and frustrating it became.
There was no joy, no motivation, and certainly no sense of purpose in the work. It was the most mentally exhausting and demoralizing job I’ve ever had. I’ve worked in customer service for over 15 years, and while no role is ever perfect, this one stood out in all the worst ways. I would’ve stayed longer, but there was literally nothing positive or enjoyable about the role—no growth opportunities, no incentives, no transparency. Just constant stress and confusion. Leaving was the best decision I could’ve made, and I truly hope others don’t have to endure the same experience I did.
