Pet Pro Supply Co.®Reviews of petprosupplyco.com

Response from Pet Pro Supply Co.®Oct 28, 2021

Hi Sara, We apologize for the issues with your order. Your order was indeed originally delivered to the wrong address. We then had another item rushed to you immediately once we heard about this. You asked us to cancel this but unfortunately the package was already en route – it was already on the truck going to your house that day. We sent you the return form and also informed you that we would be checking with our supplier if they would issue you a refund for this order if returned, or if you could keep it free of charge, as it was their mistake for the delay. Unfortunately, you wrote this review hours before we got back to you on this. They have agreed to a full refund (which we will process for you) and you can keep the item free of charge – no need to return it. If you have any questions, please get in touch with us at 1-855-PET-PRO1 or [email protected] Thanks, The Pet Pro Supply Co. Team

Response from Pet Pro Supply Co.®Oct 12, 2021

Thank you for the feedback, Jason. We will pass this on to the team managing the website! Best, The Pet Pro Supply Co. Team

Response from Pet Pro Supply Co.®Jul 23, 2021

Hi Liz, We are really sorry about your experience with your dryer. As we communicated to you, the manufacturer kept pushing back the timeline on your order due to parts not being available to finish fabrication of your dryer. This was indeed an exceptionally long lead time due to Covid (which we publish in our "shipping" pages and on the shipping tab on the product page), and it kept getting further delayed, which is out of our hands but we completely understand is frustrating. If you'd like to give us a shot again, please contact us at 1-855-PET-PRO1 or [email protected] for special pricing. Thanks, The Pet Pro Supply Co. Team

Response from Pet Pro Supply Co.®Jul 8, 2021

We reached out to the author of this review via TrustPilot to ensure that we were responding to the correct customer, but never received a reply. Therefore, we are unable to confirm the exact details of this order. Per our shipping policy (https://www.petprosupplyco.com/pages/shipping-policy) and as stated also in the "Shipping" tab for every item on the site, each brand that we resell has different fulfillment times. Some items can take weeks or months to ship, especially for custom items or items with supply chains affected by Covid-19. As per our standard operating procedure, any delays or unusual lead times are communicated to buyers via e-mail immediately upon the manufacturers confirming these to us. We give our customers the option to keep orders with the extra delay or cancel to receive a full refund. If you'd like further information on this please contact our CS team at 1-855-PET-PRO1 or [email protected]. Thanks, The Pet Pro Supply Co. Team

Response from Pet Pro Supply Co.®Jul 8, 2021

Hi Danielle, Our records indicate that your order was placed on May 21st and we reached out to you on May 24th via e-mail and phone to let you know about the delay in fulfillment time. It's possible that you never received this, and we apologize for this. We canceled and refunded your order in early June per your request. We then received a second order from you for the same item on June 21st and as our supplier had been restocked, we were able to ship it the next day. Our records indicate you received this item. If you need anything else, please get in touch with us at [email protected] or 1-855-PET-PRO1. Thanks, The Pet Pro Supply Co. Team

Response from Pet Pro Supply Co.®May 20, 2021

Hi Jamie, Confirming here that we were not able to refund you electronically since the chargeback had already been opened with your credit card, so we mailed you a check for the full refund. If you need anything else please get in touch with us at [email protected] or 1-855-PET-PRO1. Best, The Pet Pro Supply Co. Team UPDATE: Hi Jamie, The check is from Wells Fargo, sent via their Bill Pay system. It is a standard check printed and mailed by Wells Fargo itself. You can deposit at your bank. Your check was mailed on May 3rd but our bank records show you have not deposited it yet. If you have further questions, please let us know via our Contact Us page. Thanks, The Pet Pro Supply Co. Team

Response from Pet Pro Supply Co.®May 4, 2021

Hi Suzanne, Confirming here that after our contacts via e-mail, phone and text in March and April in trying to get your order expedited, re-routed and returned, we have refunded your purchase in full. If you need anything else please get in touch with us at [email protected] or 1-855-PET-PRO1. Best, The Pet Pro Supply Co. Team