Pet Pro Supply Co.®Reviews of petprosupplyco.com

Can’t get ahold of anyone. No one answers the phone. Emails take a few days for any response. I had to dispute a charge from them. An item was out of stock. I requested a refund but no refund was issued to my credit card. Terrible customer service. UPDATE: Funny how they wouldn’t get back to me until after I posted this review. Then they were sure quick to respond and provide a refund. The one star rating still stands. I have been waiting since December 30th for them to credit my account after the item I ordered was out of stock with zero response to some emails. Today is January 8th and all of a sudden they decided to give the refund after seeing this review. There is no excuse for how difficult it is to have someone get back to you. I should be able to call their phone number and have someone answer or send an email and get a response within a couple business hours. UPDATE #2: The company reached out through trust pilot within a few hours of my first post and asked for more information. I provided the order number and updated my first review. This is my second update because I haven’t heard a thing from the company after I gave them my order number to verify that this is a legitimate review. Stay away from this place. There are much more responsive and helpful companies that are worthy of your business. Update #3: Funny how four days ago someone wrote a review raving about the customer service being bar none the best and super responsive. I totally laughed out loud when I read that fake review. The company is writing reviews to make themselves look good. It’s hilarious. Buyer beware. I have proof to back up my review and can provide emails and an order number. UPDATE #4: I wrote this update after they finally gave a response to my review. I placed an order on Dec 28 at 2:22pm EST. I then sent an email at 3pm EST asking if these were in stock because other retailers were stating these carriers were out of stock. I tried calling a few times but there was no answer. I chose to not leave a message and send an email instead. I did not receive an answer to my question. On Dec 29 at 7:37am EST I received an email asking me to verify the carrier is the correct size. At 12:03pm EST I replied to the message and stated “I know about the sizing. Send the crate to me.” Then on Dec 29 at 12:52pm EST I was told they will update me when the item ships. On Dec 30 8:36am EST I was sent an email stating the item is out of stock and will ship mid-February. At 11:09am EST I replied “I wish to cancel the order since the item is out of stock.” At 12:22pm EST I again emailed asking to cancel the order because I called a few times and could not reach anyone on the phone. I am not sure if I left a voicemail or not. Then at 12:28pm EST I received an email stating that they will cancel the order. On Jan 6, I still had not received any notification of a credit card refund and I had called a few times to try to speak with someone so I sent an email at 10:48am EST stating “Still haven’t been given a refund for the order. Will dispute shortly if I don’t hear back from you within an hour.” I never heard back from them so I submitted a dispute at the end of the day. They had 8-10 hours to get back to me but never did. On Jan 7 at 8:22pm EST, I left a poor review on Trustpilot. On Jan 8 at 8:41am EST the company sent me an email stating “Apologies for the delay. Your order has been refunded. You should have received a separate email confirming the refund.” At 9:55am EST, I received an email from Trustpilot stating the company wanted more information about my review. This company can say all they want about being out of the office and the holidays blah blah blah. But I was told and have proof that I can submit to show they told me they canceled the order on Dec 30 at approximately 12:30 pm EST time (which is their time zone). I only got a refund because I disputed the charge. And on the credit card statement it doesn’t state that the company refunded me. It states that I got a refund due to a dispute. If trustpilot reaches out to me, I will provide all the proof to show that what I stated is true and accurate. The whole point is that they have terrible communication and poor service. Why doesn’t anyone ever answer the phone? I must have called a dozen times on different days. On Jan 6th, I still had heard nothing about crediting my credit card but they say they contacted the supplier on Jan 4. Why wasn’t my card credited on Jan 4? Why did I get no response to my email asking about a refund on Jan 6? Why did I get a refund notification on Jan 8 only AFTER I posted a negative review? It took the negative review for them to get off their butt and make a few clicks on their computer to process a refund. Unacceptable.

Order number 103211070. I had ordered $900 plus in merchandise. After ordering it I had waited maybe 2 weeks at the most before realizing the order had not shipped. So I called come to find out the stuff was on back ordered. Which I was 100% fine with but couldn’t I of got a email or couldn’t they state that on the website. But that’s not the issue to be honest. So they told me it would be shipped on the 26th of October, again I was fine with that. Come the 26th I called to see what was going on only to get a voicemail. 2 days later I get a call back saying it’s going to be shipped that day and I would get a email with my shipping information. A few days go by and nothing. So I sent an email saying it was going to be shipped that day. Again nothing. Few days go by I sent another email and they had stopped responding, also stopped returning my called. Well finally yesterday I got an email out of nowhere with the information of when I will get it. The customer service is so rude not to respond, and or get back to me letting me know if there were more issues. I would of been more than understanding if someone was just honest with me and told Me if there were more issues with the order. Not returning calls or emails is so unprofessional I have not even got my package yet so I’m writing this early so hopefully my stuff is not damaged because I never want to deal with this company again

I am experiencing the same issues as the previous reviews. I ordered the pet pro grooming tub and they said it was in stock. That was July 9th. I am still waiting and it is now September 8th. They gave me the same run around about contacting the manufacturer and gave me a ship date. Still nothing and no response from emails to customer service no response from the messages left on the phone. They are awful.

I decided to get a K9 sport sack from Pet Pro Supply (PPS) even though they were pricier than other places, because their website showed that they had it in stock. I placed my order on July 12. I got an email the next day telling me that my item is backordered saying that it was backordered till Aug 3. Late July, I decided that I wanted my bag waterproofed and asked them if they could add it to the order since the (future) bag was still at the manufacturer's on July 24. After a couple of emails, they said they would contact the K9 Sport Sack (K9SS) and let them know for me. I paid K9SS and PPS told me that they had informed K9SS. While doing that, I ordered another backpack for my other dog. By Aug, I had no news from PPS, so I contacted them. They offered to refund me but by then K9SS waitlist was already end of August, so I told them that I'd wait a little longer. During that time, I had to wait a long time to get any response from them and no one ever picked up the phone. My 2nd backpack shipped and I realized that K9SS had the model I wanted in stock, so I emailed PPS and asked if my backpack would be coming soon. I got no reply. Thinking that they my backpack would never arrive, I emailed them to cancel my order on Aug 20. They ignored me. Then on Aug 24, they decided to "ship" my order after I had gotten another one from K9SS directly. Immediately, I contacted them saying that I had ask that the order be cancelled. Only then did they write back saying that it had been shipped and they would help me process a refund when I got the item. But when I looked at the tracking, it didn't get to USPS for another 2 days. The backpack arrived Aug 28, same as the 3rd backpack that came directly from K9SS by UPS. And guess what? The one from PPS was NOT waterproofed. I contacted K9SS and they said PPS contacted them only after the item had shipped. It took PPS 1 month and 2 days to ask K9SS to waterproof my bag. Now that I have the bag and am trying to return it, I emailed PPS asking how I could return it and what their restocking fee was. Of course, I'm being ignored again. So I'm stuck with one extra backpack that isn't even waterproofed. Rationale for star rating: Ordering: 1 star. Website showed item was in stock, but it wasn't Service: 1 star. I hardly got any service. Pricing: 3 stars. Their prices are actually reasonable/ MSRP. It's cheaper almost everywhere else because you can use a decent coupon with K9SS or chewy or get cashback from chewy and Amazon. I managed to use a $5 off on PPS, but that was it. Delivery: 1 star. It took forever and I never got any updates. And it got sent only after I cancelled my order. Tips and advice? Do NOT order anything from Pet Pro Supply. If you want a K9 Sport Sack, go directly to the manufacturer. I will not trust them with anything ever again.