ComplaintsforRen's Pets Depot
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Complaint Details
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Initial Complaint
06/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have ordered from rens pets many times. My cat had developed kidney stones and crystals in his urine, so we switched his water (and food). The only place to get this cat water is from rens pets. I had placed an order and it got marked as delivered while I was out of town. Their courier was great, provided a photo of the delivery and everything. So much to my dismay, when I arrived home the following day, my delivery was not on my porch as pictured. I contacted rens pets customer service to see if maybe they knew anything, did they take it to a location or move it elsewhere. I could not find my package anywhere. Their customer service team was ********** ********** ********** not solution based in any way. **** ** **** **** * *** *** ******* *** ** *** ** ***** *** ******* *** ******** ***** ************ ******* ** * ******* ******* ** ***** ** * ***** *** ** ** *** ****** *** ******** ** ** ***** *** **** ***** ***** ** *** ********* *** ** ******** ** ** ****** **** *** ******* ** * ******** **** ****** *** ***** ********** ********** ********* **** * ******** ******* ***** * **** ** ** *** **** *** * *** ***** ** ******** ** ***** ***** ** **** **** ** ****** *** ******* ** *** ******** ****** *** **** ** ** ** ***** ******** ******* ****** ** *** **** **** ** *** **** ****** ******* ****** ** **** ************** **** ***** **** **** Now my cat is without water, and I'll have to drive 30 minutes to the nearest store to get more. ********** *** ***** ******** ******* * **** **** ******** ** ** *****Business response
19/10/2022
Thank you for bringing this issue to our attention. We sincerely apologize that the customer had this experience, and of course that her pet did not receive the items she ordered from us. We really do believe in serving pet parents, and supporting pets living their best lives.
Even though we have ***** verification ********** that the parcel was delivered, we have reached out to the customer and offered to resend their missing package as a nice gesture. We want to ensure her pet is taken care of. The customer has accepted our offer.
Again, we apologize for this incident and are glad we were able to resolve the situation with the customer.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.