Business Profile

Pet Store

Petmate

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Petmate's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

16 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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Submit a Complaint

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:10/16/2024
Type:Delivery 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.
The company sent us a product a NFD box through the mail that was confirmed lost through FedEx.2 weeks after not hearing back you tell us you are unable to replace the box. We had been in touch for months.Please replace the box.
Business Response
Date: 10/17/2024
Mr. ******* ***** was contacted by our marketing department and told that we were unable to replace the *** package. Unfortunately, this was lost in the care of ****** Due to being unable to replace the box, he did receive items/product to distribute (in which he received and confirmed via email). While we cannot control a package getting lost, by the carrier, we did the next best thing to assure this client was taken care of.
We also informed the marketing team after he chatted in on Friday 10/11. Every contact or concern was addressed when he contacted between chat and via marketing replies.
I, do apologize, if Mr. ***** feels disappointed in the resolution provided. Again, we understand the frustration about the package being lost, but our marketing team responded to him directly again on Monday, 10/14 to address lingering concerns.

Customer Answer
Date: 10/17/2024
Complaint: 22430765

I am rejecting this response because: you waited 2 weeks to respond to me. Horrible communication and part of the entire deal was that we would receive the box for our dog, we will not distribute the materials if you are unable to replace the box.

it is pretty simple. You are being extremely manipulative and ***** - you promised us the box.
Regards,

******* *****
Initial Complaint
Date:06/18/2024
Type:Sales and Advertising 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.
Order E2855 I have reached out 6+ times, zero follow *** about where my order is!!! SO AWFUL I JUST WANT MY FUNDS BACK!!!
Business Response
Date: 06/21/2024
Hi, we have been in contact with ***** and I have attached communication for reference. Her order was tracked and was delivered but she is unable to locate the package.
The ***** delivery photo matches the deliver address provided so this is most likely a case of theft.
Thank you
Customer Answer
Date: 06/25/2024
Complaint: 21868384

I am rejecting this response because:
that image is not my home, i was also promised a refund from this merchant and then they never did it.

Regards,

*********************
Business Response
Date: 06/25/2024
Hi, as mentioned previously, this is most likely a porch pirate incident as this order was shipped and delivered to the address provided in Shopify (see below). The image ***** provided matches the image found online of this same address.
All returns and refunds can be issued via the Shopify website using the order number.
*********************
1 order
Contact information
********************

Shipping address
*********************
*********************************************************************************
*************

View map
Billing address
Same as shipping address
Customer Answer
Date: 06/26/2024
Complaint: 21868384

I am rejecting this response because:
I did and this was their reply, "Try contacting the store directly to discuss your order's status."
SO, you need to refund the **** $57.62!!!!!!!!

Regards,

*********************
Business Response
Date: 06/27/2024
I'm not sure how our response was rejected when we explained in the last message how to request a refund.
**All refunds/returns are handled on our site using the order number. It is self service like Amazon. Please use your order number E2855.
Thank you
Customer Answer
Date: 06/27/2024
Complaint: 21868384

I am rejecting this response because:
I WANT A REFUND!!!!!!!!!!

Regards,

*********************
Initial Complaint
Date:06/05/2024
Type:Product 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.
I purchase the Smartscoop automatic litter box through Amazon on March the 5th of this year. It worked fine until 2 weeks ago when the plastic gear that moves the rake up and down stripped and the rake no longer moves as it should. It has a 1 year guarantee and I have been calling the company only to be o hold for 2 to 3 minutes for the next representative only to have the time go up and told to live name number and email and they would get back to me. As to date that hasn't happen. I even sent an email to them only to get an auto reply that it would be 5 to 7 days before they get back to me.
Business Response
Date: 06/05/2024
I apologize about you not being able to reach someone over the phone.
Please send us an email to ******************************************* and we can assist with a replacement.
Initial Complaint
Date:03/08/2024
Type:Product Issues
Status:
ResolvedMore 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 Thursday 2/22/24 at 2354 GMT, I went to this page:********************************************************************************** I ordered a 12 pack of there "GAMMA Seal Lids"._______________________On Friday 2/23/24 at 10:04 GMT, my order shipped._______________________On Tuesday 2/27/24 at 10:47 GMT, I received One (1), "GAMMA Seal Lid", and missing the other 11._______________________On Tuesday 2/27/24 at 18:32 GMT, I contacted Petmate ******** Services with the following message:Hello, I just received my order # E1096.It was for a 12 pack off your black Gamma lids. There was only one delivered. Under my orders it says fulfilled but I dont see another tracking # for the other 11 lids.Something must have gone wrong. Can you help me out?Matt _______________________On Thursday 2/29/24 at 09:24 GMT, I received a reply from, Petmate ******** Services:Hello ****, Thank you for contacting Petmate.Unfortunately, you only paid for 1 Lid. Sincerely,Petmate Customer Support _______________________On Thursday 2/29/24 at 19:16 GMT, I replied.Your webpage says 12 pack and there are no choices too buy just 1. I added the 12 pack to my cart. My recipe says I paid for a 12 pack.If your saying that you advertise and make it 100% appear and say 12 pack but only provide 1 item thats extremely wrong and very misleading. Either send the other ************************************ refund 100% what I paid. If you send me a postage paid return slip Ill send back your lid. They are way cheaper elsewhere if you only sale 1 for that price.I highly suggest you change your website before if causes more trouble._______________________Petmate ******** Services has refused to respond.They have since changed the webpage posted above.It now says "one size" for there "GAMMA Seal Lids".Before it said "12 PACK" for there "GAMMA Seal Lids".I added the screen shots of there previous webpage as well as screen shots of the email exchanges.
Business Response
Date: 04/01/2024
Good afternoon,
This customer has reached out to us.
His issue has been addressed and resolved.
Customer Answer
Date: 04/02/2024
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.

Regards,

*************************
Initial Complaint
Date:10/30/2023
Type:Product 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.
A Petmate Superior Construction Chicken Coup was purchased from a retailer for $600. The metal cleaning tray (in less than a year) inside the nesting area has rusted completely through. I called to check on purchasing a replacement tray and the rude associate stated there was no way and no one else who could provide any type of replacement. In order to replace it, I would have to purchase an entirely new coup. This is absolutey unacceptable not to offer replacement parts or to basically tell me that I am "***" to put it nicely. I promptly called the retailer and informed them (as they're the ones who provided me the contact info for Petmate) and informed them they should halt all sales from a company who provides such bad business. The kind lady there agreed and stated she would take it to upper management who may be able to look into their business dealings further.
Initial Complaint
Date:10/02/2023
Type:Product 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.
Poor quality tennis type ball in the fetch pack. The Chuckit fetch pack has 2 tennis type ***** the dont last minutes with the dogs they are supposed to be for. Petmate has ignored my emails to them. I believe they need to put in a better quality tennis type ball that will hold up to a dogs bite. My GSD/Hound mix can split the tennis type ***** within a couple of minutes. this can be dangerous to all dogs and the product should be removed from the market immediately. I would for my self like the tennis type ***** replaced with a more durable type ball that is in the fetch pack
Business Response
Date: 10/05/2023
Hello,
**** never contacted our company.
We will reach out to the customer to resolve this issue, thank you.
Customer Answer
Date: 10/20/2023
Complaint: 20677450

I am rejecting this response because:

I have tried to reply to Petsmate numerous times and they send back the same question asking for information. Again there tennis type ***** need to be removed fromthe markets they are dangerous to dogs and Petsmate just wants to ignore the issues

Regards,

*****************
Business Response
Date: 10/26/2023
Hello,
This customer has been responded, thank you.
Customer Answer
Date: 10/26/2023
Complaint: 20677450

I am rejecting this response because: it does not resove the issue of the very poor quality tennis type ***** and the danger presented to all dogs that play with them. It also doesnt compensate myself for the purchase I made which compared tothe danger is minor. Again these ***** should not be on the market,

Regards,

*****************
Initial Complaint
Date:09/19/2023
Type:Customer Service Issues
Status:
ResolvedMore 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 bought a petmate 500 series crate on Amazon the end of July and due to a what Im going to assume is a design flaw a crack has formed in the bottom. Because I noticed this problem after the 30 day return window with Amazon. They told me to contact Petmate directly. I have left countless voicemails. I have put my phone number in the queue for a callback and I have sent them emails regarding this problem and no one has responded back. My first voicemail was back in July regarding a different petmate product that had clearly been used as items were missing. STILL waiting for that callback two months later.
Business Response
Date: 09/21/2023
We have not received phone calls from this customer. We will reach out to them directly via email for resolution.
Customer Answer
Date: 09/21/2023
Complaint: 20627383

I am rejecting this response because:

Thats a flat out lie. I called twice in July, once on sept 23rd, and EIGHT times on September 18th. On the 18th I left two voicemails and requested my number be put in the queue for a call back three separate times. NO response. I emailed Monday and FINALLY got a response asking for pictures and proof of purchase which I sent back immediately and it is now Thursday and I have not heard anything.
Regards,

***********
Business Response
Date: 09/28/2023
Customer has been responded to and was given a replacement item for the item she initially reached out for. We will follow up with the consumer for a resolve.
Customer Answer
Date: 09/28/2023
Complaint: 20627383

I am rejecting this response because:
they did finally get back to me HOWEVER the replacement crate arrived with a BIG crack on the bottom and I cannot use it. I notified them at this point I want a refund because I cant use either crate and had to go purchase another one as I am flying soon and cant keep waiting for new crates that will most likely arrive cracked and once again, no response.

Regards,

***********
Business Response
Date: 10/06/2023
Per the response from the customer on 09/29/2023 the replacement arrived in acceptable condition, thank you.
Customer Answer
Date: 10/07/2023
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.

Regards,

***********
Initial Complaint
Date:08/10/2023
Type:Product Issues
Status:
ResolvedMore 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 ordered a Petmart 2 door small dog and cat kennel 24" from Amazon with a top loading feature since I am handicapped and need to have a top loading feature. I received the order 8/2 which arrived in good condition with the assembly instructions and hardware. I did the assembly and it seemed sturdy so I disposed of the box and packaging. A few days later I realized the top entry, which did not require any assembly, does not stay open by itself which makes it useless. Many pictures of the product show the door standing open by itself, so I assume it is defective. All previous top loading carriers I have owned allowed the door to stay open. It took 3 phone messages and 2 emails over 5 days to get a response from customer service and the person I spoke with was not helpful. She just kept saying to return it to Amazon. I explained I couldn't do that since I did not have the original packaging and she said she could not do anything to help. This is not satisfactory since it is either defective or I was totally mislead by the advertising. I want a carrier that actually works as it should or a refund so I can find one that does. My Amazon order #***-7151042-2736209 and the price is $40.59
Business Response
Date: 08/21/2023
Hello,

The product the customer purchased is not defective, that is how it is manufactured. We have reached out to the customer directly to help direct her with options and will resolve internally.
Customer Answer
Date: 08/21/2023
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.

Regards,

***********************
Initial Complaint
Date:04/19/2023
Type:Product Issues
Status:
ResolvedMore 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.
This is the second legal threat we have received from your company and this is the second BBB complaint we have filed against you after buying your products from your official distributor, Wholesale Pet. We would like nothing more than to return your unimportant, low-quality items back for a full refund since, according to your email, we are not authorized to sell them. Obviously your distributor is mistakenly selling your products to businesses you don't like without your approval. That incompetence is on your end and has nothing to do with us.We request your instructions in writing on sending back the entirety of your products that we purchased for a full refund. That way you will never see your products being represented at our business again and you will have no reason to continue harassing us.
Initial Complaint
Date:04/17/2023
Type:Sales and Advertising 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.
Bought a Vittles vault gamma 2 listed as 35lb/16/kg got tried to put 33lb bag of food in and only about 30 lbs fit rest overflowed even after shaking to get it up settle! Lid won't go on fed dogs 6 cups lid still can't go on to much good! False advertising!
Business Response
Date: 04/18/2023
Good Day,
We have processed an order for this consumer. The order number is 4959005.
Please allow 7 business days for arrival.
Customer Answer
Date: 04/18/2023
Complaint: 19942427

I am rejecting this response because: I didn't place another order, I tried to look that order #up and it is not found. I have no idea what they are talking about

Regards,

***************************
Business Response
Date: 05/05/2023
Good Day,
Per your request, you asked for a larger size container, which we sent on Tuesday, April 18, 2023.
You purchased a 35lb container, and we sent you a 40lb container.
The package was delivered on Friday, April 21, 2023 at 10:29am.
Customer Answer
Date: 05/05/2023
Complaint: 19942427

I am rejecting this response because: I didn't ask for a bigger size I asked that you not advertise that the 35lb holds that much dog food because it doesn't it holds about 31-32lbs, I had already purchased another brand the one you sent was unneeded. You have false advertising! I plan to pursue this further

Regards,

***************************

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Petmate is NOT a BBB Accredited Business.