Customer ReviewsforPet Valu Canada Inc

Today I went to place an on-line order, the new website forced a password change after which I would log in only to be logged back out immediately. Support was ******** over an hour spent with them to be told to place order as "Guest". Well, that didn't work either. Back on chat, same nonsense. When the website finally let me submit my credit card info the site came back as declined (I immediately checked my credit card and PetValu had processed the amount). Chat agent told me to try again - which I did, again declined and another charge showed up on my credit card. Support emailed same failed instructions and told me to wait and try later. On my last attempt, the order was accepted (as was the credit card) email received confirming order and amount. Check my credit card --- charged seven (7) times for the same amount which was higher than the amount of the order. Over $2100.00 of my credit limit on hold and they suggest it might take 5 days to have those reversed. Unacceptable.

Hello ******, Thank you for taking the time to share your feedback regarding your recent online ordering experience with Pet Valu. We understand you had difficulty placing your online order, the excess payment authorizations on your card created hardship for you, and we sincerely apologize for the inconveniences caused. Pet Valu recently launched a new website and we are aware that there were several glitches that prevented a smooth, hassle-free ordering process. Our teams are working diligently to correct these issues, as we strive to offer a premiere online ordering experience. We have reached out to you privately and provided a credit on your order as a goodwill gesture. Additionally, please know that all excess payment authorizations have been reversed in our system and will not be processed, though it may take some time for these reversals to reflect on your payment method. Please know that this is not the experience we wish our customers to have when placing their orders, and your feedback has been escalated for review with our leaders, so that we may continue to improve our online services for all our valued customers. If you have any additional feedback you would like to share with our team, please do not hesitate to reach out to us at ************** or ************@*******.com.

PetValu did resolve the issue, the seven 'pending' charges (which 'held' my available credit) were removed. I received an email apologizing for the issues with their 'new & improved' website as well as the credit on my order. The issue has been resolved. Hopefully, better testing of changes to their website ordering and payment coding will be performed in future to avoid such issues for their customers,

******** ****** * *********** ********** * * ******* ***** *** ********* I am compelled to share my *********** experience with PetValu, both in terms of their abysmal customer service and the woefully disappointing $300 cat tree, ******** From the outset, the cat tree failed to meet even the most basic expectations. Despite the significant investment for my growing kitten, the product proved to be a colossal letdown. Attempting to address these concerns with PetValu's customer service team only added to my frustrations. A 12-hour response time on the chat was bad enough, but the final reply demonstrated a blatant disregard for my concerns, as if my inquiries were not worth their attention. ****** ******** ** **** ** ***** ** **** ********* Even more *********** was the bouncing of emails sent to their customer service email as was suggested contact method by their 1980s outdated voice system. BTW, trying to contact them by phone was equally ***********, with staff talking over you and apparently only one person holding the fort. The conclusion and resolution of the company as suggested by their Team Leader, and others, who ********* suggested discarding the $300 cat tree due to a faulty part that PetValu was unwilling to replace, even when I offered to purchase the replacement part. This is a *********** resolution for a high-priced item. As a consumer, I expect a level of service and resolution commensurate with the price I pay for a product. PetValu not only failed to meet these expectations but also lost a once-loyal customer. I will no longer purchase any products from them ******** ** ******** ** *** **** **** ***** ** ****. In summary, PetValu's management of this situation is utterly disappointing. ****** *** ******** ****** * ******** **** ***** ***** ******** *** *********** *** ******* **** ** ****** * ****** *********** ****** *** ******* ** ******* **** *** ****** ******** * ********

Hello ******, thank you for taking the time to share this feedback with us. We understand you were disappointed with a ***** Cat Tree you had purchased, as well as the time it took to get an initial response from our Customer Care team. We do apologize for this experience. Our team aims to provide an initial response to all customers within 48 hours or sooner. Additionally, the technical issues identified resulting in bounce back emails have since been resolved,
 
Since the complaint was raised, we have reviewed your concerns in detail and were able to provide replacement parts for your cat tree at no charge. In our communications to you, you indicated this was an acceptable resolution, and the spare parts are currently in transit to you from our manufacturer. We appreciate your feedback regarding this process, and we will use this to improve our services for all our valued customers going forward.
 
If you have any additional questions or concerns, please reach out to us by phone at ###-###-####, and press Option 1. Our team is available Monday-Saturday 8AM to 10PM EST, and Sunday 8AM to 8PM EST. You can also reach us at ************@*******.com at any time. 

I walked in This Morning to the Pet value at the ********** Plaza. Barrie Ontario And told the Manager I have an appointment for 10 o'clock to get my dog Nails trim. The manager **** ****** told me. I had to sign a waiver. I asked what 4 I was here before and I never had to sign a waiver? Then she said, well, you have to sign now! So I asked why? and she Said What if the girl is trimming the dog nail and cut her paw, I was really surprised at that. I feel that the girl doing the nails should be safe to do so should know how to do it. And if I have to sign a waiver because she doesn't know what she's doing. Why would I wanna let her touch my dog?Then the manager said, are you going to sign the waiver or not? My answer was no!! then she said. Then there will be no nail trimming. So I said ok.and I just walked away. I thought that was very weird that I had to sign a waiver so that the girl that cut my dog's nails could hurt my dog and nobody's libel. They lost a big sale Which I intended to do. I feel they should have told me that when I made the appointment by phone If she would have told me that I wouldn't have gone down and would have canceled the appointment. I think she'd been decent enough to tell me before I got down there. *** *** *** ********* **** ***** *** * **** *** ********* **** **** ** *******

Hello ********, we thank you for taking the time to share with us your recent experience with our Pet Valu location on Wellington St. W in Barrie. All groomers in our stores are professionally trained and experienced with providing grooming services to animals. The consent form and waiver is a standard document that is required to be signed by the pet parent in advance of every grooming appointment, including nail trims. The waiver includes the terms and conditions of the services offered, and provides consent for the Groomer to perform the grooming activities on the pet. Waivers are an industry standard and ensures that the groomer and customer are in agreement about the services provided to the pet. The waiver does not prevent you from speaking with the groomer or the store manager if you are not satisfied with the services provided. We regret that you were not informed of the waiver when booking your appointment and have shared this feedback with the store so they may adjust their processes accordingly. We do want all customers to have the information they need to make an informed decision before booking an appointment. We invite you to contact Pet Valu Customer Care directly and reference ticket #****** if you have any additional questions or concerns about this. We can be reached at ************************ or ###-###-####.