Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a frenchie that had pneumonia turned into a viral infection within the first 3 days of having the dog. I took it to ********************** to try to save it and spent even more money and lost the dog within the first 5 days of purchase. Petland will not refund the money or replace the dog

  Business Response

  Date: 02/27/2025

  Sorry for the delay in responding.  This had to make it's way through our internal process and wait for all documentaiton so we could complete our review. 

  This customer neglected their new long hair frenchie pup and by the time they brought it to a vet they did not want to spend the money to save the pups life and decided to euthanize.  They were still covered for their medical expenses but decied not to go forward with additional treatment since the upfront cost would were estimated to be espensive even though once  submiting the proper paperwork they would have been reimbursed.  Addtionally, they did not reach out to Petland for assistance or even ask our opinoin.  Then demanded both vet expesnes be covered and a new puppy givin.  Very sad as if they decided to move forward with full treatment the pup would have recovered and they would have recieved reimbursement once they submitted a claim. 

  Customer truned down the puppy for a lifetime program at time of purchase so no new puppy will be given.  Futrthermore, had they of purchased the puppy for a lifetime program we would have been extremly cautuous on provideing them another puppy givin their issues and lack of timely medical care. 

  This is what actually took place.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a puppy from petland on 8/6/24 and the puppy was sick and coughing, the vet they made us go to blew off getting antibiotics saying it probably wasnt necessary. Exactly 2 weeks go by and the puppy was coughing so bad she sounded like she couldnt breathe, we had to take her to the vet on 8/21/24 because we thought she was gonna die, which she wouldve if we hadnt taken her when we did. We then got antibiotics and tried to file a claim by calling petland. I called to follow up and the manager told me on 8/26/24 I would receive a phone call and I never did. I called back 5 minutes before close because I wanted to give them enough time to call me back and they didnt. I want my money back from having to take this puppy to the vet and then some. This is not right and not professional. *** spent ENOUGH money on this dog and they still arent willing to cover the vet bill from THEM giving me a sick puppy?! Come to find out these dogs come from a puppymill!!! Thats why the dogs are sick!!! I thought they came from real breeders, what a scam.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted PetLand several times informing them our Vet completed a COI exam on the puppy we purchased from them. The puppy tested positive for being an inbred. My family will have to suffer due the behavior issues this puppy has from being an inbred. We spoke to a manager that informed us he was try to work something out. Weve waited and waited, he never called us back. Now when we call were told hes no longer working there. I think its horrible that this place is allowed to inbreed, these dogs will suffer for the rest of their lives due to greed! I have contacted my local news station and congressman to put a end to this!

• Initial Complaint

  Date:06/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Fianc and I went in thinking we got a male mini goldendoodle 4/23. We were told by staff it was male. The paperwork we signed stated the dog was male, and the vet they recommended said it was male. Come to find out the puppy was actually female. Turns out they gave us a completely different dog versus the one we thought we signed for. When informing the store that they gave us the wrong dog, wrong paperwork, and we signed for a different dog, they told us that we signed for a female. Luckily we have a copy of the original paperwork which all state the dog is male. When comparing the original paperwork we have versus their paperwork, My fiancs signature was on the paperwork dated 4/24 that stated the dog was female when he never laid eyes on it. We were NEVER informed that they gave us the wrong dog. Their workers tried to lie stating we knew it was female, which makes no sense since the paperwork we signed stated the dog was male. They just try to cover their own mistakes and act like what they did was not illegal by putting my fiancs signature on a legally binding contract for a different dog without even informing him.

  Business Response

  Date: 06/22/2023

  There seems to be a lot of miscommunication and misinformation in this case. We would never deliberately give someone the wrong puppy, we keep records for all our puppies and it would not make sense to purposefully give anyone wrong information. We quickly realized that the wrong paperwork was issued and the next day we asked for the customers to come in and pick up and sign their correct paperwork. The customers never came into the store to sign. We had to adopt out the correct puppy in our ***************** system, this is what the customer is claiming as the "forged copy" of paperwork. We never added physical wet signatures to any paperwork. The next time of contact from the customer was 6 weeks after purchase, the customers were upset and we offered them 3 options - an exchange of the puppy, a 15% refund of the sale, or return the puppy and receive a full refund. All the customers wanted was a full refund and to keep the puppy, this is simply not an option as the customers received a happy and healthy puppy and are not warranted to a full refund for an issue that had the opportunity to be solved nearly 24 hours after purchase. We believe we went above and beyond offering the 3 options six week post purchase.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20172112
  
  I am rejecting this response because:
  Company states that we never came back up to the store after receiving a phone call about paperwork. However, when the phone call was received the company never stated that we had signed for the wrong dog they just stated there was a problem with the paperwork. When we went back to the store due to the phone call. An employee stated that everything was okay and there was no paper work to be signed. To check records of us coming back to the store per their request. I would advise them to check their security camera. As for forgery the new paperwork that we were presented. We had never laid eyes on the legal document however it had my fiancs signature without his approval. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/27/2023

  It is not very clear what is wanted from this situation. We believe that we went above and beyond with the three options offered 6 weeks after purchase. We absolutely did not forge any paperwork, when the correct dog was sold out of our ***************** system it automatically creates an electronic signature, we did not put physical wet signatures on anything. If there is something that you are wanting besides a full refund and keeping the puppy then please let us know.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20172112

  We kindly request the complete restitution of our payment. Upon discovering the circumstances surrounding the matter, we promptly extended an offer to return the puppy. Regrettably, both the store manager and the individual who contacted us to present the alternatives subsequently informed us that returning the dog was no longer permissible. It was conveyed to us that we could opt for a partial reimbursement of 15% or avail ourselves of the opportunity to exchange the canine for another of equal or greater value. Nevertheless, should you now be inclined to accept the return of the dog and provide a refund, we would eagerly comply with such a resolution.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 12, 2022 a female puppy was bought at Petland store in ******. The product in question (puppy) started to show signs of illness the next day. We brought puppy to My Pets vet in ******, expenses incurred at that family were paid. Puppy had a respiratory infection, which led to puppy being quarantined at home. However she continue to be sick showing signs of diarrhea. The puppy presented diarrhea symptoms around June 28, I was informed by My Pets Vet that diarrhea wouldnt be related to current antibiotics. Puppies Symptoms got worse, puppy was seen by licensed veterinarian July 18th, who informed me the puppy tested positive for GIARDA, whos professional opinion was puppy very well WAS asymptomatic carrier, Not until puppys immune system was compromised by the upper respiratory infection that symptoms flared up see notes attached. I contacted Petland via email ******************** requesting reimbursement to a total of $397.2, here is the breakdown ($62.93 special diet food,July 18th bill $245.72, and July 29 visit follow up $88.55)they requested supporting documents. Those were provided, but Petland denied reimbursement, even after I showed them photos of their puppies being on displayed around their on f**** Giardiasis can be transmitted by eating or sniffing the cysts from contaminated ground, drinking contaminated water OR It can also be contracted by direct contact with contaminated f**** Thus, due to puppies respiratory infection, the puppy was quarantined at home the entire time. In addition, There are no other animals or contaminated water at our home. Therefore, without reasonable doubt, puppy was already infected with GIARDA at your store but asymptomatic. The chances are good for the puppy to have picked up this parasite at the store or litter through licking, playing, sharing food bowls and direct contact with contaminated f**** from its pet store enclosure section also based on Professional Vet opinion puppy already had Giardia.

  Business Response

  Date: 01/09/2023

  Per our warranty, you must go to a veterinarian within 5 days of purchase. If you go to our consulting veterinarian and the puppy is ill then you have coverage up to the puppy's purchase price. If you go to a veterinarian of your choosing then you have limited coverage. If the customer went to our consulting veterinarian then the customer should not have had to pay anything that is related to illness. If the puppy showed signs of giardia while visiting My Pet's Vet then they would have preformed a giardia test as well. More than a month later the puppy went to a different veterinarian for diarrhea and was diagnosed with giardia. Even though the puppy was diagnosed with giardia more than a month later at different veterinarian we still sent *************** a $50 check to help cover the giardia expense, and went above and beyond our warranty.