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1.7

I have used their purchase online and pick up in store option a few times. It clearly states on the website orders will be ready for pick up in an hour or less.

This has NEVER happened. the shortest amount of time it has taken them is 3 hours, and I'm still working on the longest. I placed an order online yesterday just before 2:30pm, the order is still listed as processing (at 2:15pm the next day). I called the store to see what the problem is, they said they don't show any orders for me and to call PetSmart customer service.

I called customer service and they said they see my order and the store should have received it and they will "run a report" and I'll be notified when it's ready for pick up. That was 3 hour ago...it's still listed as processing. I have gone to the store before, prior to receiving a notice that the order was ready, but, HOURS after placing the order and they ALWAYS say they see no order and to check back later. Why say your order will be ready in an hour or less when you don't mean it?

They can't even seem to transmit the orders to the store in less than 2 hours, let alone have it read for pick up in less than one.

I'm giving them until the end of the business day (well over 24 hours after placing my "one hour or less" order, and then I will have it cancelled and go to Petco. Get it together PetSmart!

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

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Guest

Same. I forgot this happens and now Iโ€™m stuck waiting for my product, but Iโ€™m at Petsmart.

It said two hours and I wouldnโ€™t be there for 4 hours, so I said sure, why not! And now Iโ€™m here and itโ€™s still not ready.. Super stupid, especially when their online price vs in store price for this product is 3 times cheaper. I guess I have to cancel my order, and then try to see if theyโ€™ll price match it or just consider it an โ€œonline sale onlyโ€ deal.

Donโ€™t offer a service like itโ€™s more convenient if it isnโ€™t.

Just advertise it to the lazy or something. Plus I didnโ€™t bring a mask, as I didnโ€™t plan to go in anywhere, so that sucks too.

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