ComplaintsforPet Sense
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Placed an online order (for store pickup) on 7/7/24. Order number ***** and was for Royal Canin Health Chihuahua puppy food. There was a July sale for $21.74 per 2.5 pound bag. I ordered 2 bags. When we went to pick up order 7/8/24 they only had one bag and assured us we would only be charged for one bag. Instead they charged us $46.95. I returned to the PetSense ( we use the store at *************************************) to ask for correction to charge. First they denied it happened, when presented with my debit from bank they said it was an error by corporate and they couldnt correct it. They said to contact corporate if I wanted to pursue it. I did send an email where they indicated I should, but received no response. We are in our 70s, so income is retirement. That is why we shop for sales. I feel this is unfair to the public and unfair that THEIR mistake was made our mistake to try to correct. Needless to say, but sake or not we will not again shop at PetSense. Is this how Tractor Supply became a big business, by cheating customers? Thank you in advance for your assistance.Customer response
07/25/2024
I received a response from PetSense after time that would have allowed them to receive your contact with them. They provided no explanation, but did return the money of the overcharge. I dont think they would have done that without your intervention. I truly thank you. I will not be shopping with them any longer.
***********************;
Initial Complaint
10/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing this complaint because your system keeps auto cancelling my orders saying my billing and payment is wrong when it is correct. I tried to contact support through email and phone multiple times with no real resolution ORders #*****#*****#***** shipped just fine I used the same billing yet these orders #***** and #***** cancelled, I am trying to purchase from you guys but youre making me go to another store cause of this false flag.I also buy a lot of Tractorsupply and faced this issue.Please escalate and fix so my future orders stop cancelling,we plan to place big volumes of orders for our business.Thanks!Business response
10/17/2022
Petsense customer ********************* is flagged as reselling product from Petsense.
The customer has been made aware that ********************** is a retailer and does not wholesale its products for the purpose of resale.Customer response
10/17/2022
1. Have you heard from the company?No
2. If yes, are you satisfied with their efforts to resolve your concerns? No
If not, please provide a detailed explanation.
No response from company as to whether they will fix my order cancellations or notCustomer response
10/17/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not looking for wholesale,
I am just interested in buying from your site and resell it.Business response
10/20/2022
Petsence does not sell it's product for resell. The customer has been made aware of ********************** policy on several occasions. As a merchant, ********************* is encouraged to buy from suppliers to fill their customer orders.
Please close this case as it Petsense policy not to sell it's products for resale to independent merchants.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.