Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28th we went into the Petland in Overland Park Kansas. We held two puppies and after telling the general manager, who was trying to convince me to buy the puppy, that I needed to think it over and pray over it he told me that they finance it and that he could show me how much my monthly payments would be and they have many lending sources. I told him that I just wasn’t sure if it was the right time and he told me to just let him show me how low the payments could be. I reluctantly said ok. Then he sent a lady over to get some information from me. Never once did they say they were applying for a credit card on my behalf! After asking a few questions she walked away to talk to the general manager again and then they came back and said they were sending me a link to my phone that would allow me to finish filling out the needed paperwork to see what kind of payments I could get. I read the link which said there wouldn’t be an inquiry on my credit report and that I would get to choose to accept the loan at the end or decline it. I filled it out and at the end I chose to decline the loan. The general manager began to get upset as I explained that the interest rate was way too high and that I had other plans for my money. He became very rude and pushy so I gave him the puppy and told my daughter we were leaving. An hour later he calls me, tells me the district manager told him that the credit card has a special on 0% interest for 24 months. I explained again that I would need to think it over but it really wasn’t a good time for me. On Saturday the 30th I got an email saying “********* welcome to your ******* ****** ****!”. I called the card and told them I never opened a card with them. They said I had to call the store. I called the store number which lead to a call center who transferred me to a voicemail. I called back and was able to talk to the manager who told me I gave my SSN so too bad and hung up. I called again, talked to the district but no help there.

  Business Response

  Date: 04/01/2024

  At the time of purchase, the customer was given documents with important information, which includes information on our business's limited warranty for the customer. There are specific instructions for the customer in said documents, and requirements that must be followed for effectiveness of the limited warranty. Said instructions and requirements were not followed by the customer. The business has not done anything wrong, and has acted according to the limited warranty provided to the customer.    

  Customer Answer

  Date: 04/01/2024

   
  Complaint: ********  
  I am rejecting this response because:
  
  No purchase was made and no documents were given to me during my visit to Petland in Overland Park. Please review the camera footage that your corporate office claimed to have as of Saturday the 30th of March. Also please provide proof that I signed to accept or signed to apply for the petland credit card that your stores general manager opened in my name!

  
  Sincerely,
  ******** ****

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was lied to about the cost (discount) of purchasing my puppy and the cost of other items. I have attached the letter with all the details involved. I spoke to the Manager and the Assistant Manager. I have not received a call back to resolve the issue at all. I am not asking for a refund of the puppy but only a refund for the items I was told was part of purchase and or free.

  Customer Answer

  Date: 06/29/2023

  My name is ******* and my husband and I visited your Petland store at **** * ***** ****** ******** ***** ** ***** on 05/27/2023 to meet a Yorkshire Terrier named ****.   I called the number listed online and after setting up an appointment I was told I would get a text message. Then advise to present it to the counselor when making my purchase and I would be entitled to get $100 off the purchase price of ****.    When I arrived we were treated very well but then deceived and not provided the full truth about the package to get our beautiful puppy **** now Bella.   Mr. ******* ******** was the counselor we worked with. He provided my husband and me with information about the program and what would be included in the purchase of ****.    We thought wow this was a great package. We were amazed that it was filled with so much for our new puppy. We love being provided with the take-home kit and the microchip service. So my husband asked Mr. ******** what is the cost to take ***** ***** *** ******** advise us it would cost $6,550! for ****. We were so shocked at the amount and told because of her breed, Petland charges more.     Now, before coming to your store I did some research on the best breeders in the area, the highest cost of a certified Yorkshire Terrier was no more than $3000. But we talked it over and decided for everything that comes with the purchase of ****, why not.     So, my husband asks Mr. ******** if he could provide us with an estimated amount of the monthly payments each month. Mr. ******** left for some time and I then get an email for pre-approval of a credit card.    We were shocked because Mr. ******** DID NOT tell us that he was going to run my credit. My husband only asked what would be the monthly cost for ****. Mr. ******** did not even get our approval to do this. I decided I wanted her so I did not make a big deal of it but the start of red flags to come.      After getting approved Mr. ******** told me he wanted to make sure **** left with everything she needed. So he guided me to the leaches and harness and asked which one I wanted for ****. I told Mr. ******** after paying $850.00 towards the cost of Bella, I could not afford to spend any more money and that I will have to wait to get the additional things she needed later. He told me not to worry because he was GIVING IT TO US FOR FREE! So I picked the one I wanted and we walked around the store and picked out food, treats, and more. The whole time I'm thinking this was free or was part of the package.   After picking everything out we then went to the front counter to wait while Mr. ******** prepared our package. He said before we could leave we had to wait before taking **** to insure the approvals went through.    He told me everything would be ready for us and we would get a picture with ****. Everything was done and I was approved, I took my picture and was ready to go.    I was so excited with everything going on that I didn't even think to ask to see the receipt and Mr. ******** surely did not show me a receipt. He picked up everything and carried it to our car.   The next day I started to go through everything and finally found my receipt tucked away.  When I looked at my receipt I was floored.    The only discount I received was for the mandatory "He Prevention Kit" for $69.99. If shows the full cost, then the discounted amount of $69.99 on my receipt. So why couldn't my receipt not show me getting the $100.00 discount for setting up the appointment and or the $600.00 off for the "Limited Time Offer" available until May 29, 2023? If it shows a discounted price for the "He prevention Kit" then shouldn't everything should a discount for everything in this manner? I believe my receipt should show the original purchase price, then a discounted/sale price for ****. It shows the amount I paid $6,550.oo only without a discount. I could have purchased all this for a way lesser price somewhere else.    Also, Mr. ******** charged me for everything he told me was going to be FREE.    ? Bixbi Fzdr Rawbble Lmg Dog $16.99  ? He lil Bite *# $23.99  ? Dikgestive support Chicken + Pumpk I $4.99  ? Curi Clasp Air-Mash Harnes Fuch $30.99 ? Curli Streth Comfort Leash Fuchs $23.99    Then to top it off Mr. ******** charged me $169.99 for the Microchip and $169.99 for Lifetime Activation. Mr. ******** did NOT explain to us that there would be an additional charge. Mr. ******** deceived us to think it was part of the package. If I knew this, I would have declined the purchase and gone to a breeder for my puppy. I could have purchased all this for a lesser charge. I can provide a list of providers and their costs.   Also, I know from your reviews that this is NOT! the first time this has happened to other people.  Your counselors must be getting a commission to be deceiving customers in this way.    I am requesting to be refunded for these items. Also, Mr. ******** needs to be trained to tell the full truth about your packages. It is NOT right that you guys do this to people. I ask that we be refunded $1140.93 due to your employee withholding important information and deceiving us about the package. If we knew of these things we would have gone in a different direction to purchase a Yorkie Terrier.    If not, I will contact a lawyer to discuss my rights and or take this to the courts. I work for a newspaper and will submit my complaint to the paper about the deceptive practices I've encountered. I will contact the Better Business Bureau and file a complaint. I will tell my friends and family about the experience I had and to beware of your store.    I hope to hear from you soon.    ******* ********* *** ******* ***** ************* ** ***** ************ ****** ******* 

• Initial Complaint

  Date:01/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Falsely states that you can give a quick call and receive all the answers to your questions but then won't give you answers unless you come to the store to talk to them. Here's what their site says: "Get answers to all of your pet questions by giving us a quick call or visiting our store locations! We are always here to help you in all of your pet needs."