ComplaintsforPetmate

Pet Store

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Initial Complaint
06/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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 response
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
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 response
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
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 response
06/27/2024
Complaint: 21868384

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

Regards,

*********************
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
04/01/2024
Good afternoon,
This customer has reached out to us.
His issue has been addressed and resolved.
Customer response
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
10/30/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
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
10/02/2023
Complaint Type:
Product Issues
Status:
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.
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
10/05/2023
Hello,
**** never contacted our company.
We will reach out to the customer to resolve this issue, thank you.
Customer response
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
10/26/2023
Hello,
This customer has been responded, thank you.
Customer response
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
09/19/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
09/21/2023
We have not received phone calls from this customer. We will reach out to them directly via email for resolution.
Customer response
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
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 response
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
10/06/2023
Per the response from the customer on 09/29/2023 the replacement arrived in acceptable condition, thank you.
Customer response
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
08/10/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
04/19/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
04/17/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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 response
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
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 response
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,

***************************
Initial Complaint
02/02/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
We placed a large wholesale order through their Cosmic Pet Wholesaler. A flat fee of $25 was charged for shipping. They cancelled most of the order without contacting us and simply shipped the few items left in the order, still charging the $25 flat shipping which now is not worth it. We contacted Cosmic Pet to ask if they could could contact us when this happens next time so we can replace the item they cancelled.They said no. Any company that can't do such a simple thing for your wholesale customers doesn't deserve any customers and we will not be ordering again. You must have lost your integrity once your company got a certain size.
Initial Complaint
12/13/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for $472.99 with this company, order numberE14017007 on Nov 11, 2022. I received notice it had shipped on November 18. To date I have not received it. I attempted to call three times but the company is not answering their phone. On one occasion I stayed on hold for almost 2 hours and the wait time went UP to over 130 minutes. I e-mailed them three times. They say e-mails are responded to within ***** hours, but it has been over a week since I sent the first one and I have not heard. I tried to obtain a different phone number on the internet but the only one available to non-business individuals is ************, which they are not picking up. Please help to resolve my issue, it is time sensitive.
Customer response
01/04/2023
Better Business Bureau:

The order was delivered and is in good order.

Regards,

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

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