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In Central, Northern and Western Arizona

BBB Accredited Business since

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Description

This company offers pet supplies wholesale.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ryan's Pet Supplies meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Ryan's Pet Supplies include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Ryan's Pet Supplies
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 3

Additional Information

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BBB file opened: October 01, 1998 Business started: 01/01/1959 Business started locally: 01/01/1959
Type of Entity

Franchisor

Business Management
Mr. David Goldfarb, President Mr. Warren Goldfarb, Vice President
Contact Information
Principal: Mr. David Goldfarb, President
Business Category

Pet Shops

Alternate Business Names
Desert Sudz G & G Distribution Corp. G&G Distribution, Inc Paw Brothers Ryan's Ribbon

Additional Locations

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Additional Phone Numbers

  • (800) 525-7387(Phone)
Find a LocationX

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Complaint Detail(s)

10/15/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I recently placed an order via Ryan's website. I have three dogs, maintain a home in ******** was an active volunteer with a ******* lab rescue and heavily advocated this organization at the time, currently serve on the Board of a ***** animal rescue, and have been a regular customer of Ryan's for the past 6-7 years. One of my items (item # ******** 5" rawhide shoe) was not delivered. My invoice detail reflected this line item with a quantity of zero. I can't recall the exact quantity I ordered, but it's typically between 12 and 24. I called to inquire why the items were not included in my shipment. The woman who answered the phone at Ryan's informed me the reason was because the item was out of stock. However, at the time I placed the order, the website did not indicate the 5" rawhide shoes were out of stock and included whatever quantity I ordered into my total invoice amount of approximately $60. Further, I did not receive any notification from Ryan's, either via phone, email or on the invoice included with my shipment that the 5" rawhide shoes were ever out of stock. In fact, the Ryan's employee told me when this item is out of stock, a minimum order of $25 is required before it would be back ordered. She also said this is advertised to customers. When I inquired where this was advertised, she referenced a page in their catalog, which had no bearing on my experience since I placed an order via their website. I told the Ryan's employee I would be willing to purchase $25 worth of the 5" rawhide shoes but I felt Ryan's should waive the shipping and handling fees for these items, since I was never informed this item was out of stock until I placed the call to inquire about my missing items. The employee said she didn't think they could waive shipping but that I could leave a message with a manager. I opted to call back since I did not want to leave a voice message and expressed my frustration and dissatisfaction with this experience. Ryan's should not include 'Rely on Ryan's' print on their invoices or in advertising via their website, based on what I experienced.

Desired Settlement: I want the items I ordered on approximately 9.23.13 (5" rawhide shoes) shipped to my address, with all shipping and handling fees waived. I'll pay for a quantity up to $25 in product amount or will accept and pay for the original quantity ordered but refuse to pay for shipping and handling based on their lackluster customer service. If the management or owners of Ryan's Pet Supplies choose not to comply with my request, then I'd like for them to cancel the account I have on file and understand I will never do business with them again nor be an advocate of their organization.

Business Response: Response to complaint ID# *******
 A copy of this response has also been emailed to our customer
 
Ryan’s Pet Supplies policy on backorders will be waived for
this order

Per customer Desired Settlement-  Original order amount
(12 pcs of item SH26500) will be placed on backorder and shipped
when available. Cost .62/ea Total charge $7.44

Detailed Backorder policy can be accessed on-line at
https://www.ryanspet.com/help.aspx#Backorders

For future reference, I am also providing the
link to our on-line help section that details all of our policies. The HELP
section provides answers to many frequently asked questions and is provided to
assist our customers during the on-line shopping experience.  https://www.ryanspet.com/help.aspx

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a set of new pet clippers from Ryan's Pet Supply 4 years ago. I sent them in for service. Ryans' serviced the clippers and sent the clippers back to me U.P.S.I wasn't home @ the time of the shipment arrival and the delivery person listed the parcel delivery on his invoice as leaving the parcel "in a box".We searched the entire yard and were unable to find any parcel. Actually at this time I ordered a delivery from wal_mart .com and recieved their parcel in my mailbox without problems. I called the service repair office @ Ryan's Pet Supplies and they told me not to worry that they would ship me a set of clippers and 2 blades to replace what I had sent them. I recieved a parcel from Ryan's. It contained a set of obsolete clippers that Ryan's admitted they had taken odd parts from many different clippers and put together a set of clippers for me. This is unacceptable because the product I sent them for repair was 4 years old. The product they mailed me in return was made from many different pieces of parts from old clippers just lying around the shop. "Franen-clippers"if you will...the switch to turn on the machine is even loose. When I reported to the service department manager she told me that I would just have to be satisfied with that...and make do...that they are certified to work on Oster brand clippers and that I had a quality product in the Franenclippers. My point is this. ..I sent them a set of Oster clippers 4 years old and 2 blades.After charging my credit card $58.00 they returned to me a set of clippers with various parts and I am quite sure various agaes of the components. I also only received only one of the blades in replacement for the tewo I sent to be sharpened. I was offered no warranty to the Frankenclippers. Being certified to repair clippersand building a new pair from scratch is two different things.I am very unhappy about this situation.I have always had good service from this company in the past but frankly I am very disappointed by this turn of event

Desired Settlement: I would like a replacement product to relpace my FOUR YEAR OLD clippers and not the various parts and pieces from whatever they have lying around the shop. I do not understand why Ryan's did not insure my package. I insured the package when I sent it to them...I would expect to have the same courtesy returned to me. It should be part of their customer service.I want acceptable replacement clippers and TWO blades insteasd of one. I want to be treated with respect and have good custoimer service.

Business Response: We have reached a satisfactory agreement with our customer

The item in question has been picked up from the customer,
and a new replacement item has been sent.

Thank You
Ryan Pet Supplies

BBB's Final Determination: Consumer accepted resolution offered by the business.

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