Pet Pro Supply Co.® Reviews 66

I ordered the Groomer’s Helper dryer hose holder. But I ordered only the holder, not another part I needed. Contacted the company, and it was all made right! Top notch service!

This place doesn't seem legit.
I placed an order 10 days ago and now was just told the item will not ship till the end of July. That will be a total of 8 weeks at the earliest.
This is crazy. I have asked for a refund and I am still waiting for a response. I will report this place to my local state attorney General. Very misleading to say the least.

This company doesn't even deserve one start. I ordered an expensive item and a month later it still has not been shipped. I emailed and only received a reply that they will get back to me and haven't. I called and was on hold for an hour and then an automated message said there was no one available in customer service to speak with me. I have yet to hear back regarding my request for a refund. Horrible customer service.

I bought a Booster Bath from here had one little issues.I called customer service talked to Shrikha Escalante. She was extremely nice, professional and took care of me in a timely manner. I was completely satisfied with the outcome. Shrikha Escalante customer service care was excellent.

Reading some other recent negative reviews on here, I was anxious about placing an order with Pet Pro Supply for a crate. Everywhere else online, the crate I needed was sold out or backordered. But it was available with Pet Pro Supply. The company quickly responded by email in under a day to my questions and concerns, and shipped the crate within a day or two of my order. It arrived yesterday in perfect condition and is exactly what I needed.

I placed an order on March 3rd for a doggie door ramp. A few days later a new air conditioner was installed that was going to prevent putting a perpendicular ramp there, so I called the company and left a message requesting one that would go against the house. After two more phone calls and an email I finally had a response asking for a picture which I promptly sent. I've never heard from them again, but I did call my credit card company and they issued a refund. But now it's been recharged because they claim they sent me a ramp. My credit card company has sent me the form to file a formal complaint so I'm now in the process of organizing my supporting documentation.

UPDATE: Hale Pet Doors was not notified of any of my communications, but has sent me a ramp, apologized, and sent Pet Pro Supply a refund to give to me. PPS never told me anything about the refund until I asked. They then said my credit card company would not accept a credit. Of course, my credit card company said no credit was attempted. I then said send me a check. I've received a check and called the bank it is supposedly from, have talked to 5 different departments and they all say it is NOT a valid check. I recommend you search for legitimate reviews on sites other than theirs and do your due diligence to see if this is a company you want to do business with; I wish I had.

I was first introduced to the Klimb table thru my veterinarian who does rehab work. I have a 13 yr old Heeler mix that has arthritis and want to keep her healthy and active. I love it, with a dog who is not sure she wants to be there she had confidence getting on and it is so stable I didn't have to worry. I have a Border Collie / Aussie mix I am training for agility who has trust issues to whether or not he is safe, this table is so stable that he did not even hesitate to get on it. This table I will use for my dogs in so many ways and I love not only the stability but also the weight of it. I can carry it anywhere without any problems and I plan to purchase another one.

I paid for a double Rhino dog kennel 6 weeks ago. I was told it would be 3-4weeks before shipping and that Rhino has already started to fabricate the kennel. This was 5 weeks ago. My order # 103212557. To date, I can not get a CS Rep on phone and I get a generic email "that they are checking with manufacturer ". This cost me $3600 and I NEEDED for medical purposes!
Still no kennel or real response from Pet Pro Supply.

Just bought our second Klimb. This one for our youngest pug, Owen. My boys both love these so much. Such a great training tool!!!!

I have called and emailed several times to get questions about a product answered. One month after e-mailing still not answered. My calls from a week ago not returned. Trying to e-mail one more time today and hopefully someone can help. Why can't you just put people on hold for a customer service agent like a normal experience? Very strange.

I am extremely happy with my TK kennel purchase. Although there was an extreme delay, the company kept me updated the entire time. I am a dog trainer and have to feel confident in where my dogs stay especially my extremely anxious pups.

Ordered the K9 Sport Sack and am super happy with it! It does everything as advertised! The service is bar none the best I have received from any online company! Pet Pro is highly recommended and I look forward to buying more items in the future!

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.

I bought a new self-cleaning litter box for my cat and I know she's weirded out but it is very helpful for me because I forget to clean her litter box sometimes. She'll soon love it.

We bought our new puppy a K9 table. The website was easy to order, came quickly and is exactly what we were expecting.

We purchased our pet door to allow our cat access to the outdoor enclosure. It was easy to install and it works perfectly. The seals on both of the flaps are secure. It was the perfect purchase.

I purchased a new dryer for my grooming shop and the entire process went flawlessly. Upon ordering I was able to customize the color as well as set up a payment schedule that suited me to break it up into 4 smaller payments. My dryer shipped EXTREMELY fast which was perfect because I desperately needed it! I would 100% recommend Pet Pro Supply Co. and I'll definitely be purchasing any future equipment through them as well!

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

This purchase was made for my two Bichons. We now have three doggie doors from Pet Pro Supply. The company is great to deal with. Had a minor issue with my last purchase. I contacted the company and they remedied the situation immediately. These doors are good looking and well insulated. It is so nice to not need to constantly let the dogs in and out. I highly recommend Pet Pro Supply and their products.

This crate is great and Pet Supply Co was prompt at delivery! They were the only one to have it in orange. My breeder believes in the crate so much she took it off the price of the puppy.