Complaints

This profile includes complaints for Petmate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petmate

  2300 E Randol Mill Rd Arlington, TX 76011-6333

• 

  Petmate

  4209 BARNETT BLVD ARLINGTON, TX 76017

• 

  Petmate

  PO Box 1246 Arlington, TX 76004-1246

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:02/02/2023

  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 placed a large wholesale order through their Cosmic Pet Wholesaler. A flat fee of $25 was charged for shipping. They cancelled most of the order without contacting us and simply shipped the few items left in the order, still charging the $25 flat shipping which now is not worth it. We contacted Cosmic Pet to ask if they could could contact us when this happens next time so we can replace the item they cancelled.They said no. Any company that can't do such a simple thing for your wholesale customers doesn't deserve any customers and we will not be ordering again. You must have lost your integrity once your company got a certain size.

• Initial Complaint

  Date:12/13/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 placed an order for $472.99 with this company, order numberE14017007 on Nov 11, 2022. I received notice it had shipped on November 18. To date I have not received it. I attempted to call three times but the company is not answering their phone. On one occasion I stayed on hold for almost 2 hours and the wait time went UP to over 130 minutes. I e-mailed them three times. They say e-mails are responded to within ***** hours, but it has been over a week since I sent the first one and I have not heard. I tried to obtain a different phone number on the internet but the only one available to non-business individuals is ************, which they are not picking up. Please help to resolve my issue, it is time sensitive.

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:
  
  The order was delivered and is in good order. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased an automatic liter box from Amazon in May 2022. End of October the liter box started making a loud banging/clicking noise and then stopped working. My return frame through Amazon was expired but he liter box had an one year manufacture warranty. After trying for a week to get in contact with the company leaving multiple voicemails and getting no response, I finally left a bad review on Amazon. That got them to respond to me. This was now November 8th. On November 8th I was informed a replacement order would be placed and I would get a new liter box. I followed up on November 11th to see if the item had shipped yet and was informed there was no update on the shipping. I followed up again November 16th and got a response November 22nd saying still nothing has been shipped. I reached out via email again 3 other times (December 1st, 6th, and 8th) and got no response at all. I also attempted to call on December 8th and waiting on hold for 3 HOURS!! and no one ever answered. This was after calling on December 7th leaving a message to speak with a supervisor and not getting a call back. I have 5 cats and being down a liter box is not easy. I own another liter box of this brand that due to being over used has also broke. I had to purchase a new liter box to replace this one which I ordered and was received in 2 days therefore I know the product is available. This company is not honoring their warranty and is sending me for a run around! Will I ever receive a new liter box? Its not looking like it!

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  They business contacted me and I should be receiving my second replacement this week. Thank you for following up. You can close my complaint!
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/01/2022

  Type:Delivery 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.

  I have been trying to order a replacement door for the Vaulted Replace doo for kennels (48") from the website which wasn't working on 11/28 and then I emailed them on 11/29 to request a purchase. I did call the customer service number on 11/29 and on hold for 2 hours and 35 minutes which is outrageous! I never got to talk to a human. I then went to their website and it was fixed where I could put the credit card information - order number is E14073383). i paid extra $25 for the one night shipping. I emailed them again with the forwarded order confirmation email on 11/30 asking for a tracking information and refund of the $25 in expedited shipping that didn't occur. It's now 12/1 and have neither received the product nor heard back from PetMate. I'm on hold with them again but not holding hope that they will help. Please help! We need this for my dog's safety and we have scoured the internet for a replacement door and we are pointed back to PetMate's website. Many thanks

• Initial Complaint

  Date:09/07/2022

  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.

  Ordered by mistake.Called them right away they never answered, voice mail says go to website to cancel. Email is only way. I emailed them to cancel.They intentionally never canceled and ignored my request, they shipped 4 days later. I was very surprised, so contacted them by email again, Of course They never answered. Few hrs later, I call them to cancel the order they declined because they already shipped and lied to me they didn't receive cancel Request by email.Then They tied their best to ******* customer that I may sent wrong email.That's impossible they have only one link for their email. They asked me to spell thier company email, lie so many times saying they never received email. That's their typical way for the response.I talk to supervisor, she also doing same thing, keep lie to customer they didn't receive and want me to spell thier company email. I politely ask her again to cancel the order, but she saying she can't help me anymore she says because you are over speaking. Now she tied to move to dirty action.Other employees were near there or listing our conversation by speaker phone and laughing so laud when I speak to supervisor 2 times, I complained thier laughing when I speak, she lie again nobody laughing and nobody near her. I recorded the conversation and told her about my recoding then she was gone for 1 and half mins to other employees says stop laugh because he is recording. Everything is recorded.And came back to me and lie again nobody laughed. I said everything is recorded I can send the file to you then she hang off and never answer my phone call again.They are not business, they have big ethic issues, they are scammer, criminals, humiliated and discriminated customer intentionally.