ComplaintsforPetland Memphis

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got a dog from petland, purchased a lot of items for this dog and he turned out to be sick. We got him on the 24th and he was about $2000 plus tax. He became very sick and we took him back because that was covered under the warranty. My wife, kids and myself fell in love with him and we just wanted to do whats right by him. I still want to purchase him but theyre stonewalling us and say theyre not going to sell him again. I still want him. They issues a refund but I dont want that. I want my dog. I cant reach anyone higher than a manager to help us out and Im running out of options. They wont even work with us to come to a resolution. I am taking every step I can and will consider following up with a legal suit just to try to get my family member back.

  Business response

  07/26/2023

  To Whom It May ********************** is unfortunate that your puppy fell ill post-purchase. Puppies like babies are susceptible to illness, and we do offer several options to in guidance with state law allowing ***********************, Spouse of **************, to choose how to proceed should an illness such as this occur. We spoke to *********************** kindly and gently given that pet illness can be a sensitive topic. It was the choice of ****************** family to return and receive a refund of the purchase price. Per the warranty, Petland Memphis obliged. Since the return, the puppy was in need of care and we have continued to provide such with licensed veterinarians. Petland Memphis, for privacy purposes, has no obligations to disclose the medical information for a pet that is no longer within your care. At this time, we have conveyed that while the puppy is in care, we are not allowing a purchase to take place, as health and wellbeing is our priority. We believe we handled this claim kindly and patiently. Petland Memphis is under no obligation to allow repurchase, and while this can at times occur, this is not the case. Since the return, ************** has disparaged our business through ****** review and legal threat. At this time, Petland Memphis believes we have satisfied the customer's original request, and request to re-purchase is not available. 

  Customer response

  08/09/2023

  The threat of legal action was discussed that it was out of hurt and an apology was given. As for the ****** review, I was asked for it to be removed, which I did. The discussion about the medical issues with the puppy was due to the 3 other animals I have at home and was worried about what they could have been exposed to. I appreciate the quickness of the refund for the vet bills and the purchase of the puppy. However; there was no discussion about repurchase of the animal until it was made aware that a BBB complaint was filed. 

  Customer response

  08/17/2023

   
  Date Sent: 8/9/2023 9:06:34 AM
  The threat of legal action was discussed that it was out of hurt and an apology was given. As for the ****** review, I was asked for it to be removed, which I did. The discussion about the medical issues with the puppy was due to the 3 other animals I have at home and was worried about what they could have been exposed to. I appreciate the quickness of the refund for the vet bills and the purchase of the puppy. However; there was no discussion about repurchase of the animal until it was made aware that a BBB complaint was filed. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a puppy at Petland Memphis that cost more than the average Labrador Retriever (paid nearly $2600) and the big selling point was the insurance and the warranty. I was told not to worry about health (which was a concern because of the large amount of money) because even if something happened it would be fully covered for 14 days and that even after that time, there would be insurance in place. I was casually told to take her to a veterinarian within 10 days but not to worry because that was just as a precaution. I was told over and over again that I was paying for good health with a guarantee. I am not from Memphis and am only in town temporarily while training for my new job. I do not know anyone or any vet clinics. I googled and called two different clinics trying to get a visit scheduled. Neither could schedule at the time. I decided that I would take the new puppy to my family veterinarian in Mississippi on Monday, July 25 which was only 10 working days since I bought her on 7/10. On 7/26 I came home and the puppy was dead. She had had diarrhea but was acting ok. I called Petland and spoke to someone who told me I need to speak to someone else who got on the phone. I explained what happened and ask if I needed to bring the dead puppy back to Petland and was told I could dispose of the puppy however I was comfortable. Petland then pushed me onto Solutions.Pet, their insurer and I was told I had to have her examined after death to document cause of death. I explained what I had been told. I was told I would need to dig up the puppy and take her to a vet. I refused. I have already been traumatized from the whole experience and then to have to dig her up after being told I could bury her...crazy. Solutions.Pet denied my claim stating I had not taken the puppy to the vet before or after her death. Good grief, I bought a dog for $2600 and she lived 14 days and now no one except me is responsible??

  Business response

  08/10/2022

  To whom it may concern,
  
  This is in response to the complaint filed by *********************.
  
  On July 6th, 2022, **************** adopted a Labrador Retriever (Microchip #***************) from Petland Memphis.**************** reviewed and signed off on our Limited Health Warranty at the time of purchase.
  
  On July 25th, 2022, **************** contacted our **************** to open a claim (#*****) to inform us that his puppy was deceased. **************** explained to our **************** that the puppy had digestive issues since purchase. He also stated that on July 23rd,the puppy started having problems again, but he did not take the puppy to a veterinarian hospital. The puppy then passed away on July 24th.
  
  Petland Memphis offers a 14-day Limited Health warranty on every puppy sold. The customer signed and agreed to the terms. The warranty states that to be activated, the customer needs the puppy to be seen within ten business days by a veterinarian. The customer did not make that appointment, even though the puppy had health issues. 
  
  There also is a warranty on the puppy if the puppy does pass away. For this warranty, we would need a necropsy, or cause of death, for the customer to receive a credit in the purchase price for a new companion. **************** did not act in accordance with the warranty and buried the puppy. The claim was denied because the customer did not fulfill the requirements stated in the signed contract, which he signed and agreed to at the time of purchase.
  
  We are very saddened to hear that Mr. ******* puppy has passed away. His puppy was healthy while in our care, and we ensure all our puppies receive a clean **** of health from our licensed veterinarians before being placed for adoption. We also ensure that all new puppy parents have the tools and resources to properly care for their new fur baby. We send **************** our condolences.
  
  Sincerely,
  
  Petland Memphis

  ATTACHMENT: We have attached our warranty that was sent home with the customer.

*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. ↩