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1.0

Today I placed an online order, and paid via paypal. I was planning to pick it up tomorrow at the Kingman, AZ store.

I made copies of receipt, etc. Thank goodness, I just happened to check my email, and found they had cancelled my order... a simple, 'your order has been cancelled. We are sorry for any inconvenience.' No explanation.

Nothing. I was stunned!!

Yes, they did return money to my paypal account, but I am so offended by the way the cancellation was handled, and would still like to know why! I honestly feel that they were telling me that they would prefer I shop elsewhere, and believe me, I intend to!

Reason of review: Poor customer service.

Preferred solution: I don't believe there is a solution. They apparently do not want my business!.

PetSmart Pros: Ease of ordering.

PetSmart Cons: Order cancelled without explanation.

Location: Golden Valley, Arizona

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Guest

They did the same to my order.

Guest

Same thing happened to me, canโ€™t give me a reason why order was cancelled three times in the last 5 months. I asked โ€œcan you order the same items over the phone for me?โ€ Guess what?

She said sorry I canโ€™t do that. just a terrible company that doesnโ€™t want peopleโ€™s business I guess.

Jospeh Ezw

Lol I was literally in a pet smart saw all my items available but there was an online sale so while in pets mart I placed the order and went home to wait, order received then 2 hours later order cancelled no explanation. I know for a fact the stuff was at the store I looked right at it. Btw to buy online and go back and pick up would have saved me over $50 thatโ€™s why I attempted to do it this way.

Maisa Epb

Same thing here. I was on the last dog food I had and needed some pronto.

I know that PetSmart offers next day delivery from the local store. The webpage said the item was in stock so I placed the order. Then I received the "we had to modify your order" email that said the order was cancelled with no reason why. I called the 800 number on the email to ask why it was cancelled and they said the item was out of stock at the store.

I told her that I would be happy for them to substitute a different flavor of food because I needed something to feed my dog. She said that it doesn't work that way and that since the order was cancelled she couldn't do anything. I asked why they didn't call me before the cancellation to offer me options. Again, "it doesn't work that way" and there was nothing she could do.

She added that the cancellation was actually done at the store level so the main order center wouldn't have had the chance. At the end of it all she says "Don't worry. We didn't charge you." I told her that in essence they did charge me because of the way my bank handles holds I won't be able to use the money set aside from the hold for 3 days. So I cannot use that money to place another order.

After I got off the phone with her I called the store to see if maybe I could salvage something from this mess. I asked them their process when fulfilling delivery orders from the website. They informed me that they get a pick slip that prints off the printer and they log into the order and click off the boxes of what they picked off the shelves and hit enter. I asked why they didn't even bother to call me to offer options like delivery from a different nearby store or stock transfer.

She told me (you guessed it) "it doesn't work that way". I told her that if I was physically in the store they would've done that but it was like talking to a wall. I ended up borrowing money from friends and buying the items from Amazon Prime which I should've done in the first place.

It was $30 cheaper which allowed me to upgrade delivery to next day and still have money to spare. Lesson learned.

Kaleyah Vue
reply icon Replying to comment of Maisa Epb

You go!

Guest

They did that to me today, as well. When i called and asked why my order was cancelled with no explanation, they said it was because it was out of stock.

I told the guy that was the most ridiculous thing I've ever heard, (1) that they cancel an order because that very second they didn't have the food...it was puppy food for goodness sake, not something that isn't sold anymore, and (2) they cancel an order with absolutely no explanation. So i lose out on my coupon, have nothing to show for it, and because i paid with a gift card, have to wait for that to be sent, which apparently is "delayed." I'm so angry about this pure stupidity that I'm seriously considering shopping for my 5 pets elsewhere, if a company can have people making decisions that have absolutely no common sense.

Jabori Chp

You're lucky you got your money back! They would not process my credit to my bank when I went to store to pick up order, and half of order was suddenly not available.

The web site clearly showed it was in the store available for pickup! Bait and switch!!!

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