Heather C.
Terrible customer service
Terrible customer service — completely unprofessionalI recently tried to register the microchip for my new rescue dog and was met with awful customer service. Before any conflict even arose, the representative, Sonya, was incredibly rude, short, and unprofessional. She completely forgot the "service" aspect of customer service and made a simple registration process miserable. Management needs to address Sonya's behavior immediately. I expected much better support for pet owners trying to keep their animals safe. Update: And I see that Petlink replied. I asked to speak to Sonya's supervisor when on the call, she said she was the supervisor and there wasn't a manger she could direct me to. Or owner. So no I'm absolutely not looking to resolve this at this time. She should be fired, and a better conflict resolution practice should be implemented in your company and a better/easier registration solution should be created. A better service oriented customer service program should be created, and multiple ways to reach out to superiors should be available. And based on the other reviews it sounds like your company needs to get rid of a cavalier and unprofessional culture. I don't believe that this is a rogue case or employee. This is definitely an environment that breeds "the customer is NEVER right". That is where Petlink should focus it's work on. Not trying to repair the reputation once a review is made.
Response from PetLinkJun 4, 2026
Hi Heather, We are incredibly sorry to hear about your experience with Sonya, and we truly appreciate you bringing this to our attention. What you described regarding her tone and demeanor is unacceptable and falls far below the level of service and professionalism we expect for our pet owners. We take your feedback very seriously and are addressing this incident directly with Sonya and our management team to ensure it does not happen again. We would love the opportunity to make things right, help you get your new rescue dog's microchip successfully registered, and restore your faith in our services. Please contact us directly at [email protected]. We are committed to resolving this for you as quickly as possible. Update: Thank you for providing additional context regarding your experience. We take your feedback seriously and apologize that your interaction did not meet your expectations. We want to clarify that our teams are structured to ensure every customer has an escalation path, and we are reviewing our internal communication to ensure this is always made clear. Your comments regarding our registration process, supervisor access, and overall customer service culture have been shared directly with our upper management team. We are continuously working to improve our systems and training to better serve our community. While we understand you are not looking to engage with us further at this time, we remain committed to using your feedback to drive meaningful changes in our service and culture. If you do wish to discuss this matter in the future, please feel free to reach out to us at [email protected].