ComplaintsforPet Supermarket, Inc.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Store 163 did not honor 20% off dog food. I was advised by the worker that I will receive 20% off if I switch my dogs food from ****** (which was RECALLED) to Perf Ult dog food. The store had me pay full price and did not honor the 20% off.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For 3 days I have tried to place an order on your website for cat food, and the amount of the order is over $1,000. Everytime I submit it using a Discover Credit Card that I use EVERY day, your website rejects the card and says OOPS this didn't go through, and something about my payment is not valid. So I changed and used a **** card which I also use everyday. Same result. So I had my daughter use her Mastercard, & same result.I called your so called customer svce yesterday and the person I spoke with said it was a PetSupermarket IT problem and it would be fixed by today . So I tried again today. Same result. So I called again and got a 2nd person that told me it was a problem with the billing address on my card Their is NO billing address problem...this card is used EVERY DAY in my business and for personal use. I asked for a **************** said one would call me within 2 hours After 2 hours I called again and got a 3rd person who told me the case # was ******** and a Supv would call me within 2 hours Its now been 4 ********* have heard from NO ONE ! Apparently Pet SuperMarket does not want any new customers as here I am trying and trying to order from your company in the amount of $1,118 and it won't go through, and no one in your ***************** cares. All they do it LIE to me. I am trying to be a new customer and signed up for an account and was placing my first order on auto-ship to get the 30% off discount.So bottom line...DO YOU WANT ME AS A CUSTOMER?? If so treat me like one. I'm going to give you one more chance to make me a customer,..and if you don't care to assist me, then my order will go to Pet Flow, or to Chewy.I need to be contacted and given some assistance on my order ASAP. You can contact me at ****************** or you can call me a ************.I await contact from you to get this order through. If not then bad for your company, and good for Chewy.com, and/or Petflow.com *********************************, **.

  Customer response

  06/22/2023

  ***The BBB Has Received Updated Information From Consumer***
  

   

  I filed a complaint through your BBB last evening against Pet Supermarket in *******, ***.  You sent me the below this morning: (See below).  I would now like to withdraw my complaint as someone from the Corp Hdq in Sunrise called me and resolved my complaint.  I see no way to cancel my complaint on your website, so can you cancel it for me?  If you need to contact me, I am ******************* in ******, **. 

   

• Initial Complaint

  01/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed several orders with your company and long story short one order was never received. I reached out to your customer service **** and spoke with *****. She was unable to give me a resolution at that time and said she would research and follow up with me. I received an email from her and in it she provided ***** picture and stated packages delivered and to contact her with any questions. After attempts to contact her back, by phone, to discuss my response were unsuccessful I responded to her email requesting a call to discuss. I assume my concern was not of importance to her and I never received that call. I will attach that email to this complaint if possible. At this point I would like a call from corporate level representative to discuss in detail and have this issue resolved. It was my hope that this could have been resolved without contacting any other agency for help, but unfortunately it didnt work out that way. I am available for contact anytime this week as I am on vacation and would really like to get this resolved as quickly as possible. Thanks in advance for your expeditious response.***********************

  Business response

  01/06/2023

  Hello.   After researching the customer's two most recent orders, on 11/4/22 & 12/8/22, it appears both orders were delivered to the provided address with images showing delivery.  The November order is showing delivered by Federal Express on 11/4/22 at 12:24pm.  The December order is showing delivered by Federal Express on 12/8/22 at 12:29pm. After further research, there was no call left for customer service from this customer regarding her orders, but there was a message left for someone in the real estate ***** at 5:20pm on 12/28/22 where the message was left.  We sincerely apologize that call was not immediately returned.  A claim was filed with the carrier for the package the customer stated she did not receive and a refund was provided to the customer on 1/5/23.  The agent contacted the customer via email to advise that a refund was processed.    We thank the customer for reaching out and for trusting Pet Supermarket with her pet care essentials. We certainly appreciate the customer's business as well.   Have a great weekend!

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have shopped at the store for years in *********** ******* I purchased a beta the weather conditions were horrible that day and then I had major surgery for two tumors in my foot I'm still waiting to see if I have cancer sadly my Betta died after one day. I had just had major surgery I live alone with my service dog Freedom and did not call the store about my beta as I was in excruciating pain. I called the store today they weren't very polite and then she talk to her bosses she said I could not exchange my beta so your company would like to lose my business forever for just under six dollars and couldn't ***** me the courtesy my legs in a cast so it's not like I'm faking to provide me a new beta fish after all the money I spent there I'm very disappointed that you would choose to cheat a veteran and first respond her in this manner and if you don't improve your customer service I seriously doubt that your company will survive because you've lost all my business I'm deciding whether I'm gonna go on social media and tell everybody how you treated me for under six dollars. I have the receipt but you can look it up under my phone number.

  Business response

  08/15/2022

  Good morning.  

  I want to advise that we reached out to *************************** and invited her back into the store for a refund for her fish as well as we replaced her fish.  I believe she is satisfied with the resolution.  Thank you for your time and communicating the customers concerns.  .  

   

   

  Customer response

  08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩