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Poll
Question: Unsatisfied with your recent on-line order?
Yes, Slow Shipping - 12 (32.4%)
Yes, Shipping Too Expen$ive - 12 (32.4%)
Yes, Customer Service Sucks! - 6 (16.2%)
Yes, Products Never Arrived - 3 (8.1%)
Yes, Products Not As Advertised Online - 4 (10.8%)
Total Voters: 12

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Author Topic: DISSATISFIED WITH ONLINE PET SUPPLY SHOPPING EXPERIENCES?  (Read 21997 times)
0 Members and 1 Guest are viewing this topic.
~Martha~
Guest
« Reply #15 on: June 06, 2007, 08:39:07 PM »

I have ordered a few times from PetFoodDirect. Never again. They charge a lot for shipping, it takes forever to get the order and the last time I received an order, there were several mistakes. (Dog food sent instead of cat food.) The customer service department woman was snotty too. Um, I don't know what that was all about, but no thank you!!

Also had ordered a harness item to fit one of my dogs, followed the online catalog's fitting guidelines based on my dog's weight. When the item arrived it was way, WAY too small. So I asked for an exchange for a larger size but PetFoodDirect said that wasn't their fault and I would have to pay shipping to return and shipping to get a different size. Because, as the unfriendly CS person pointed out "The sizing problem is the manufacturers fault, not ours." She suggested I ask the manufacturer to refund my costs to me.HuhHuhHuhHuh? Honest, this is exactly what I was told!

So I just donated the item to a local animal rescue group and wrote off ordering from PetFoodDirect as a huge mistake on my part.

I have ordered from HealthyPets.com for about 2 years now - supplements and supplies - and they are great with customer service. They ship very quickly too. I wish they sold pet food.


rikki


Thanks for the post, rikki.
Good to know, I'll remember that about HealthyPets.com. I guess that's the kicker, not that many places ship petfood. Sad Maybe that's why "PetFood IN-Direct" has such a shabby attitude and shipping practice. I noticed on their feedback many customers having the same problems.

They've taken so long to get my order even TO the UPS folks, that they've had to issue a new (later) deliver by date so they can say they are "on time".

Like you, never again! I'd like to know what all those folks are orderiing that give them 4 and 5 stars in their amazon feedback....it sure the heck isn't dog/cat food! (Maybe they are all orders for dog toys and bird houses or something)

Huh
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mia2
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Posts: 70


« Reply #16 on: June 07, 2007, 06:06:53 AM »

Hi Martha,
I have a phone number you can try for Evangers.  He sells the beef for 18.99 for 24 cans.  Not sure if he ships or not, but it's worth a try.  

Global Pet Food Outlet
20210 South Normandie Avenue
Torrance CA 90502
(310) 327-3330

Open daily

Interesting .. I live about 15 minutes from that address.  I may be in the area today.. will check it out. I wonder if its a home or a storefront of sorts.   Thanks , Mia2
10AM - 2PM PST

 
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MySuperheros
Jr. Member
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Posts: 16


« Reply #17 on: June 07, 2007, 11:15:44 AM »

Hello everyone-

I have had a WONDERFUL experience each time I get food from Waggintails.com.  They have nutritional analysis and quality insurance statements from EVERY company they sell from.  Their policy is:

Provide your quality assurance process in writing or we won't sell your product

The shipping is pricey but it arrived quickly and it is always just what I ordered.  They do not sell any products from China even.  Its like they do all my homework for me.  I tried Tiki Cat and Weruva recently, and was so impressed with both the food and the website.  I will be supplementing my home cooking with these foods. 
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~Martha~
Guest
« Reply #18 on: June 07, 2007, 11:50:51 AM »

Hello everyone-

I have had a WONDERFUL experience each time I get food from Waggintails.com.? They have nutritional analysis and quality insurance statements from EVERY company they sell from.? Their policy is:

Provide your quality assurance process in writing or we won't sell your product

The shipping is pricey but it arrived quickly and it is always just what I ordered.? They do not sell any products from China even.? Its like they do all my homework for me.? I tried Tiki Cat and Weruva recently, and was so impressed with both the food and the website.? I will be supplementing my home cooking with these foods.?

Of course, it's nice to know when customers get good service, but
I'm sorry to bust your bubble, this sounds like pure company "quality assurance PR". (And IMO thesedays I can often substitue the letters for PR with BS.)

MANY of the products are from companies that have recalled products. If that does not matter to you or to your pet's health, then enjoy the high.....very high shipping on products that they cannot guarantee have no products from China in the food they distribute, no matter what they imply.
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MySuperheros
Jr. Member
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Posts: 16


« Reply #19 on: June 07, 2007, 01:16:21 PM »

Hi Martha-

You sure are correct, you never know who you can trust.  It is, however, nice to know that a company that is not affiliated with the products they are selling is making an attempt to help us research and find products that are safe.  Others may differ, but I feel better when a 3rd party is trying to ensure safety rather than the company itself making me empty promises. 

Actually Waggintails does guarentee the origination of what they sell.  For example, I bought some organic treats for my dog and they emailed me a few days later, explained they were misled, the product was produced in China, and would gladly accept the product for a refund at their cost if I should choose.  Another time, they pulled many of their best selling products of the site until they verified their quality standards.  That's great service.  Its tough for everyone, but personally, I can't buy a product that has had a recall, having been caught twice with Nutro first and then Canine Caviar, and 5 cats still sick.  When even the super premium brands like Natural Balance and Canine Caviar have recalls, it may be that everything is a gamble. 

To put shipping in perspective, I just recieved a 15 lb of Merrick dog food, 8 - 12 oz. cans, 24 - 13.2 oz cans, and 24 - 5.5 oz cans and treats for 28$ UPS 3 day ground.  Sure, the $28 is wasted but until I can get this stuff at a store near me, most people are stuck with this route. 

The most important thing we should all do is speak with our wallets and make a difference in what big box stores are selling and show companies how important trustworthy brands are to us. 
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JustMe
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My RB Angels Elvis, 1991-2010, and Twit, 2001-2010


« Reply #20 on: June 07, 2007, 01:41:25 PM »

Hello everyone-

I have had a WONDERFUL experience each time I get food from Waggintails.com.  They have nutritional analysis and quality insurance statements from EVERY company they sell from.  Their policy is:

Provide your quality assurance process in writing or we won't sell your product

The shipping is pricey but it arrived quickly and it is always just what I ordered.  They do not sell any products from China even.  Its like they do all my homework for me.  I tried Tiki Cat and Weruva recently, and was so impressed with both the food and the website.  I will be supplementing my home cooking with these foods. 
Glad to hear you are happy with them.  I was looking for a good service and got on their mailing list and plan on trying them soon.  I, too, was impressed with them.

And most importantly, how are your kitties doing?  I just watched their news video.
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Eventually they will understand,
Replied the glorious cat
For I will whisper into their hearts
That I am always with them
I just am....forever and ever and ever.
Poem for Cats, author unknown

"A kitten in the animal kingdom is like a rosebud in a garden", author unknown
karvskitties
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« Reply #21 on: June 07, 2007, 07:51:47 PM »

Well, they sell food I buy - but it is more expensive then the stores I shop at!!  I feel for those having to shop online.
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Jimmy Kitty, Siberia, and Baby Girl

Proud Mom of 3 Kitties (and many, many more over the Rainbow).
~Martha~
Guest
« Reply #22 on: June 07, 2007, 08:31:16 PM »

I guess what I was trying to get across was the distributor can not guarantee the safety of the food, no matter what their money back policy is. They seem to imply they can, and it seems to work. They are still selling products from brands that have had recalls... no differently than all the other pet food distributors all over the place.

Shipping is an important part of the cost when you feed 7 medium-large dogs canned food, along with a cat and 5 kittens. Large quantities of canned food disappear quickly around here! We can go through 15 cases of dog food and 7 cases of catfood every month. (Not including other stuff from the grocery store, of course) For the record, just 5 cases of dog food equals 110 pounds of shipping charges.
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JustMe
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Posts: 10517


My RB Angels Elvis, 1991-2010, and Twit, 2001-2010


« Reply #23 on: June 08, 2007, 04:14:16 AM »

Shipping is an important part of the cost when you feed 7 medium-large dogs canned food, along with a cat and 5 kittens. Large quantities of canned food disappear quickly around here! We can go through 15 cases of dog food and 7 cases of catfood every month. (Not including other stuff from the grocery store, of course) For the record, just 5 cases of dog food equals 110 pounds of shipping charges.
Martha, I agree.  Shipping is way too expensive.  I'm having a difficult time finding dependable suppliers locally.  I wanted to try Innova EVO canned feline, but have had no luck finding it locally yet, so I was going to order some to try.  The ones I deal with locally can't put in orders until they have over 500 pounds to order.  So, I wait and wait.  I'm spending more on their food than mine.

I know it is costing me a lot of money to feed 9 cats and 2 German Shepherds, so I can't even imagine Martha what it costs you to feed 7 dogs, 1 cat, and 5 hungry kittens.  I want to start home cooking eventually.  So, how old are your kittens?  Boy, do I love kittens. 
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Eventually they will understand,
Replied the glorious cat
For I will whisper into their hearts
That I am always with them
I just am....forever and ever and ever.
Poem for Cats, author unknown

"A kitten in the animal kingdom is like a rosebud in a garden", author unknown
~Martha~
Guest
« Reply #24 on: June 08, 2007, 05:03:15 AM »

Shipping is an important part of the cost when you feed 7 medium-large dogs canned food, along with a cat and 5 kittens. Large quantities of canned food disappear quickly around here! We can go through 15 cases of dog food and 7 cases of catfood every month. (Not including other stuff from the grocery store, of course) For the record, just 5 cases of dog food equals 110 pounds of shipping charges.
Martha, I agree.? Shipping is way too expensive.? I'm having a difficult time finding dependable suppliers locally.? I wanted to try Innova EVO canned feline, but have had no luck finding it locally yet, so I was going to order some to try.? The ones I deal with locally can't put in orders until they have over 500 pounds to order.? So, I wait and wait.? I'm spending more on their food than mine.

I know it is costing me a lot of money to feed 9 cats and 2 German Shepherds, so I can't even imagine Martha what it costs you to feed 7 dogs, 1 cat, and 5 hungry kittens.? I want to start home cooking eventually.? So, how old are your kittens?? Boy, do I love kittens.?
I had forgotten how really cute kittens are when playing together....and that is most of the time. Smiley

My cat was 18 when she died a couple years ago, and she was an only pet for several years. It's been awhile since I had any little ones. The dogs are all  13 and 14, but I have lots of pictures from when they were all puppies...with their littermates.

These kittens are probably the perfect (purrfect?) age for kitties....they just turned 2 months old. Everything is a new adventure. MamaCat just had her "big-girl-operation" (that's what I told all my female dogs they were going to the vet for when it was their turn ...years ago.) 2 days ago and she is SOOOOOOOO mad at me. Sad

Thanks for asking about them.

Absolutely! I am almost down to beans and cheese sandwiches ....

Depressing for an old lady that used to be a good cook... the doggies got bored too quickly with my home-cooking. ;P So we are back to a new canned Evanger's  food ....(Natural Balance's recalls ended our buying of that brand) with ground round added. I think the home-cooking was more expensive and alot more work...and after a few weeks they all seemed really bored with it. Unfortunately, the one local pet store says they can't get it from their distributor...and it's not in any of the chain stores.

...I may look back at these days of beans and cheese sandwiches as the good ole days when I'm down to bread and water. Smiley
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MySuperheros
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« Reply #25 on: June 08, 2007, 05:34:09 AM »

Just Me-

Hello!  I hope you have good luck with your pet food purchases, no matter where they come from.  This is such a tough thing for everyone.

Thanks for asking about my kitties.  They are generally all doing well.  We have good days and bad days, but we are finally developing our own routine for IVs, cooking, feeding, etc.  I have learned the true heartfelt joy of having animal companionship.  While my fiancee and I get sad or I cry about the needles we have to use on them or what these animals have been through, it is the cats that are the first by our side to offer comfort.  My Ernie has got to be the most affectionate, dear cat ever!

My battle rages on with Nutro, although I have to say their insurance company is being responsive.  Four months later and nothing yet, but hopefully soon.  At least the 10k wasn't spent in vain, since i have my boys to go home to every night still.

Take care of yourself~
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rom6
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Ripley with lei


« Reply #26 on: June 08, 2007, 10:42:03 AM »

I have ordered from Merrick's (about 10 days to receive), Life's Abundance (about 7 days to receive),
and petfooddirect (always at least 2 weeks to receive).  All of my orders have been correct and I haven't
been in contact with any customer service reps, so no one has been rude to me.  At petfooddirect and
Life's Abundance there is an option for auto-ship at the rate you need refills, which would be great if I ever
settle on a brand all of my pets will eat. I will probably go that route when I'm done experimenting.  I agree
the shipping is outrageous, but when you live in a small town you get used to paying extra for the convenience
of home delivery.
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"Money may buy you a fine dog, but only love can make him wag his tail." -Kinky Friedman
karvskitties
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« Reply #27 on: June 08, 2007, 02:39:35 PM »

The Honest Kitchen has extremely fast shipping!  You go to their site and it says they are very busy and try to ship everything out by 2 days from receipt of the order.  Both times I have ordered on a Thursday, midday, and my order was here on Friday!   Granted I live in Long Beach, CA and they were shipped from San Diego, but that means they got it out the same day!  Very impressive. 


Honest Kitchen only sells Honest Kitchen food.  Primarily, these folks are more interested in shopping for Holistic Food Blends not available in their area (IE Natura, Evangers, Orijen, etc.).
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Jimmy Kitty, Siberia, and Baby Girl

Proud Mom of 3 Kitties (and many, many more over the Rainbow).
karvskitties
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« Reply #28 on: June 08, 2007, 02:50:35 PM »

My mistake.  I thought they were talking about online shopping experiences.

They were - as in SHOPPING, such as selecting brands via price, etc from a variety of choices.  Of course Honest Kitchen can be quick and right on.  Because they only sell one food.  They don't have to have a backend database tracking customer orders, types of foods, payments, addresses, shipping methods, etc (okay, I used to do this for a living).

Methinks PetFood Direct has become overrun since the recall.  I wouldn't use them though - because the furthest option from myself for wholesome pet food is 5 miles (and many in between).
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Jimmy Kitty, Siberia, and Baby Girl

Proud Mom of 3 Kitties (and many, many more over the Rainbow).
karvskitties
Long-Standing Member
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Posts: 993

Speak for Me... I like life.


« Reply #29 on: June 08, 2007, 03:03:14 PM »

Well when you buy something from a website, that IS shopping.  Why do you have to pick apart everyones' posts?  Methinks YOU have too much time on your hands........

I hardly pick apart everyone's posts (otherwise, I would be banned by now).  Are you a sales rep or something?
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Jimmy Kitty, Siberia, and Baby Girl

Proud Mom of 3 Kitties (and many, many more over the Rainbow).
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