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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Yesterday, at the Feeders Pet Supply store located in 1307 Winchester Rd in Lexington KY, I had a major issue with an employee that identified herself as ********** unsure if this is her real name (yesterday I remember 3 different employees in your store, there was a very young ********* ****, and also an ******* ******** ********** then the slightly older employee ********* **** that was wearing some sort of bandana and the person I am making my complaint against). Full complaint is in the attached word document
Business response
12/17/2024
Situation outlined was investigated by Operations Manager and Store Manager and deemed to be accurate information provided. Corrective actions were taken with the associate in the complaint. Store Manager spoke directly with customer and resolve.Customer response
12/18/2024
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,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I came in on 9/5 and purchased two Male guppies. I purchased them to add to my already established fish tank. By the next morning one of the two had died. I returned later that next day to have the fish replaced and took a sample of my water per the receipt direction. I waited probably half an hour as the worker tested my water, once the water was tested she informed me I couldn’t be given a replacement because my fish tank water wasn’t 100% within absolute perfect ranges. I was then told I would also not be given a refund or a store credit. I was given no option other than “sorry your outta luck” my fish tank tested just fine at pet smart and with my own at home kit. I even use professional made water from Top fin in my tank. The tank has plenty of fish in it that are just fine as well as the other one of the two is doing just fine in the tank. I feel ripped off that i was given a fish, it died over night and then I was told I was outta luck and out my money. At no point during the buying process was I even informed that this policy was a thing, no store credit, no refund and no replacement. So I got ripped off. I want one of the three resolutions either a replacement, a refund or a store credit. It is unfair to have such a strict replacement policy if your not going to tell the customer before hand, if water has to be THAT perfect for a replacement then you shouldn’t let anyone purchase fish without a water test first. Having such a strict policy that makes it pretty much impossible for anyone to get a replacement and then not offering any kind of reimbursement is poor business and seems like more of a try at saving your company money by screwing over your customers. Sometimes fish die from the stress of transport or a new tank or they were already sick. Odds are sadly the fish probably would have died there if it hadn’t died here that night. I feel like I’ve been ripped off and scammed out of my money.Business response
09/25/2024
Company has made multiple attempts to contact the customer. Customer left a message on 9/15/24. Since the message has been left, company has tried contacting the customer twice along with sending an email to the address provided on the complaint.
After reviewing the complaint, the store did follow policy, however, it looks as though the policy was never conveyed to the customer. Feeders Pet Supply will issue a full refund to the customer immediately once contact is made with customer.
Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 20, 2024, my husband and I went into your store in Fairborn Ohio to buy a hamster for our daughter we did buy the male hamster after the young girl put him into the box I did buy the following hamster, two bowls, Two Large packs of paper bedding because they need 8-10 inches of bedding. a couple of toys and a bag of cat food and a bag of cat litter. we checked out and left the store at 5;38pm we went through a restaurant in the same shopping center and grabbed dinner for the family and drove home when we got home, I am putting the bedding in the cage and opened the box the hamster was in the inside of the box was covered in bugs it was very disturbing I called the store right away was told the store manager would be in the next day but that she would call her when the young lady called me back i was told that the hamster could have picked up flees from my other animals how been in my home 10 mins so not possible I was told I could return and pick a new hamster or get my money back I returned him the following day to find out it was flees it was mites which then she shrugged off and it was blamed on me what I would like was the 40,00 returned for the wasted bedding that has to be thrown away because I couldn't use it again or our next hammy would get mites too as a buyer I don't and wouldn't ever pay money for a sick animal the store manager also made the comment to another employee that they don't normally take animals back I had contacted Corp with no response back from **** boss all I'm asking for is the return in the funds that I spent on bedding when I was sold a sick animal that should have never been sold until he was fully treatedBusiness response
02/28/2024
Spoke with the customer, she only wanted bedding refunded. I sent her a $50 check. She was pleased with that.Initial Complaint
01/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My daughter was bitten by a rat at the store. She was looking through the cage and attempted to pet the rat. She was bitten and had to visit a doctor. I spoke to an employee at the time who assured me it’s fine. My daughter was put on antibiotics for two weeks to combat any diseases the rat might have. I called the store the following day and spoke to the Assistant Store Manager. I explained what happened, where it was caged, and that I think it shouldn’t be in a cage where people can touch the animal. Nothing was resolved.Business response
02/26/2024
My Ops Manager reached out to the customer via email and she stated it happened at the Richmond Road location and that she wasn’t really paying attention to her child while she was shopping. When she contacted The Store the next day, she was very nonchalant and more informative that it happened. When I went to the store, a few days later, the **** had already been sold and had no other issues. I tried to call the customer twice wasn’t able to contact.the complaint originally sent said $50 is the dispute amount but have not gotten a callback.
Thank you,
******* *****
Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
600 miles away from our home, visiting the area, I decided to stop in to this pet store, since I knew that we didn't have any food for our cat back home (I gave it to the veterinarian's office, where my cat was being boarded for the week in our area). I purchased one bag of ********* cat food, receiving the second bag free (although the receipt is confusing). Picked up my cat, gave her the food and she didn't eat it; actually she wouldn't eat any until I dumped it out and gave her a different brand. SO--I emailed for a refund, since NOWHERE IN THE STORE does it say that they do not refund, only offer store credit, and NO ONE mentioned this as I was checking out. In my email, I explained that it's impossible for me to return this food OR receive a store credit, since I live so far away. Even if I were to order online, I would have to pay shipping, which defeats the purpose of the request for a refund. Back and forth our emails went, but they REFUSED to refund me. There isn't any "Feeders Pet Supply" stores in my area--or even in my state. I saved the complete email conversation, in addition to the receipt, should you need any further information.Business response
02/26/2024
We spoke with her and have a check that was sent to her for $37.08.
Thank you,
******* *****
Customer response
02/28/2024
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,
******* ***********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
08/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We purchased a ferret from Feeders supply, we requested information about if we needed to do anything to introduce the new ferret to the two we have at home and we were told no. Two days after bringing the new ferret into our home, our older ferrets became deathly sick. I took them to Crestwood animal hospital and it was determined that they have contracted a digestive sickness . The vet informed me this can only be contracted from another ferret, and the new ferret had been carrying this disease which was contracted by our existing ferrets . we contacted feeders supply corporate to see if they would be willing to make it right and they said yes they would make sure they did something to help and asked us to email all documentation which did. It has been at least a month without a response after several emails and callsBusiness response
11/21/2023
I spoke with *** and we are sending a check to her for the cost of the vet bill.Customer response
11/22/2023
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,
*** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
10/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 14, 2022 I placed an online order for me to pick up dog food. The website stated they had the dog food was in stock but I received a call later that day saying they didn’t have any and I would be refunded my funds of $41.85. I did receive an email from them stating that I was refunded but as of now no refund. (Stupid me, this is the second time this has happened and I never received my refund from them before. I will never order again from them!!!!) I’ve called several times starting on October 24, 2022 but of course haven’t talked to anyone just left several messages. I’m not a hard person but times are hard and I need the $41.85 or I would have just waited until the dog food was in instead of refunding me but was told they can’t do that. Again I’m not a happy customer!!!! Christina FranklinBusiness response
11/07/2022
We contacted the customer after pulling her transactions. She was refunded the money at the time. I believe it had lagged from our payment processor which can take up to 3-5 business days to process it. She has been taken care of.
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
5 complaints closed in the last 12 months.