Pet SupermarketReviews of pet-supermarket.com

No more Retail Me Not coupons! It wasn't that long ago I would have given this store 5 stars but then they started cutting back on their coupons and free food. Even then I would have given them 3, maybe 4 stars because at least I could use the Retail Me Not coupons. I just found out today that Scenice Diet, the kind of food I've been buying for my dog and cat for years now falls under the Exclusion list. That 15% is a lot of money to me and the fact that they've taken that away as well has dropped my review of this company down to 1 star. I hope they reconsider and realize that there's a lot of competition out there.

awful customer service- don't buy anything they are crooks

Ordering online via Petsupermarket.com website was a nightmare! Do NOT use their website, it is impossible to reach their customer service via chat, phone or email, and when you do after multiple tentative, they are useless. I may shop at their store since they carry my dog’s food brand, but will avoid their website.

When I purchased a Teddy Bear bunny for my daughter.(6 years ago) Should I have questioned the breed and it's "fixed" state on a previous Vet visit.. I was told that the rabbit came from a breeder in Spain and that the rabbit had been fixed. This was done to keep the rabbit from reproducing here in the US. I was told that Pet Supermarket was only pet store to have a contract with this breeder. My daughter and I traveled on a weekly basis to our local store to see if a rabbit was available in the shipment. This went on over a period of months. Fast forward to finding a hardness in her lower abdomen and taking her to the Vet. 2 things happened at that visit. First it was not a Teddy Bear rabbit. 2nd it definitely had not been fixed. Well the Premium Rabbit that I paid for was definitely not that. I then had to schedule a surgery for my daughters rabbit to have the mass removed. (It is her pet..she has cared for for the last 6 years. )$665. later. Had the rabbit been sterilized as I was told repeatedly by staff at the store. The rabbit would not have been able to have a reproductive mass. Nor would I have had to pay for a surgery. Now.. on to Costumer service and the promise of escalating...and how they want to help me. I have called in on 3 separate occasions and given the same line of our policy is to never tell that an animal has been fixed or the sex of the animal. My frustration is... "reading from a script" and not addressing my issue of... How would I know that a rabbit came from Spain and the breeder had a contract.. unless the staff at the local store was giving me all of the information? Which customer services states they don't do. This has now become a matter of principle. So... NOT only did I pay for a premium priced bunny that I did not receive. I also did not receive a bunny that was fixed.

Ordering online via their website was a horrible experience for me. I ordered some products, and the total amount qualified me for a 20 percent discount. The website indicated that the items were in stock at my local store. After I placed the order, I received an email indicating the order was canceled because the items were not in stock. I contacted their customer service by phone and explained my situation to them and asked about my refund and about how they could honor my 20 percent discount at a later point. The customer service representative was sincerely trying to help me; however, his grasp of the English language was insufficient to understand what I needed. He said that he would send me an email with the instructions on how I could proceed. I never did receive that email. I decided to send an email to their customer care department thinking that perhaps if they didn't understand what I was trying to communicate verbally, they could at least forward my email to someone else if they didn't understand it. In my email I put the order number in the subject line and carefully explained that I needed my refund and how I could obtain the 20 percent discount on a future order. Their reply to me was to request the order number that I already provided, and also that they would apply the discount to my order which was canceled! The pending credit charge for the order was eventually dropped, so I am no longer concerned about my order. In their last reply, they told me that I could first check with the store about product availability, order it, then reply to the email so that they could apply the discount. Frankly I am not going to bother since I don't trust that things will go right on their end if I place another order. I will continue to just shop at their store and avoid the website.

Customer Service is an oxymoron with this company! Their policy for an online return states that if you return the product to a brick and mortar store, the refund will go back on your credit card. THIS IS NOT TRUE! They give you a a merchandise credit card. If you contact customer service, they will give you the runaround for about a week and then tell you they will mail you a check. So, if you live 48 miles from their closest store and 23 miles from your bank, you have to drive 144 miles just to get your money back !!! And, all of this was caused by their system sending out a product that was in a cart, but was NEVER finalized, but put in as an auto delivery. I will NEVER do business with this company again.

Can there be a zero, ie no star, why do I have to credit them with one star? I paid extra for a speedy delivery on a nominated day. Took a few hours of work, travelled the 22miles round trip for no delivery. YODEL. Driver couldn't be arsed getting out of his Van to find a property that has been here over 55 years. Pet Supermarket says they'll deliver tomorrow, sorry. Another 22 miles and hours of work. No delivery. Appalling company using an equally appalling delivery company. Maybe both companies are owned by the same person...? Go figure

I had an autoship order for 3 bags of CAT food. In January they sent 1 bag of cat food and 2 of dog food. They asked for pics for proof of their error. I sent pics FOUR times before they agreed to fix it and when they sent new bags they were again DOG food! After 3 attempts FedEx finally picked up the wrong bags and about a week later I finally saw the refund credit on my card....33 DAYS from original notice of their mistake until my refund. In addition, when they had their web site upgraded it the store was, and still is, very glitchy