PetStreet Mall

Full review
DON'T DO IT!!! AVOID IF SUFFER FROM HEART PROBLEMS, HIGH BLOOD PRESSURE, ANXIETY, ANGER MANAGEMENT PROBLEMS, AND AVOID IF YOU DON'T WANT ANY OF THE ABOVE. TERRIBLE CUSTOMER SERVICE, LIARS, FAKE EMAIL ADDRESSES, THIEVES, -THE ABSOLUTE WORST OF THE INTERNET!


On 9/20/05 I placed order over the telephone with sales rep. This order consisted of a dog crate and crate cover. When I inquired about the shipping time I was told the order would take about 5 days based on shipping and receiving locations.
On 9/28/05 when my package had not yet arrived, I decided to check my email for an order confirmation, as I typically receive one even when I place orders over the phone. Problem #1 - no confirmation email sent. Since customer service was closed at this time, I called them on 9/29/05 to inquire about my order. Employee told me the package had shipped the previous day, and graciously provided me with a tracking number, which again, ( Problem #2) should have been sent to me via email. Had the package been sent on the previous day (9/28/05), that should have been reflected on the UPS website, which showed the billing information received on 9/29/05. Admittedly, I am unable to completely substantiate this fact, but I find it highly unusual that billing information for my shipment was received by UPS at the same time I was on the phone inquiring as to why I had not yet received my order. During this call, I asked the customer service representative why it had taken so long for my order to ship. She stated that she didn't know and "maybe it was on back order". Is there no communication. This leads to problem #3 - I should have been notified if an item was on back order, whether it be when placing the order or later via email.
On 10/3/05, 13 days after the original order, UPS delivered the Cratewear, but not the crate. The crate had been lost by UPS. On 10/4/05 I called UPS to inquire about this and was told it would be considered a lost package, and that I should notify the company ordered from so they could generate a lost package report. At this time I called the customer service department and informed them of this. Chase said he would check into it and call me back the following day. Towards the end of the following day I had not been called and once again called customer service. I was told the report was filed and he was waiting to hear back from them. He had nothing to offer regarding how this process worked, or how long it might take. After speaking with UPS (who by the way has excellent customer service), I was able to find out that this process can be quite lengthy, up to 2 months. They even told me that once "lost" packages are found, they are sent back to the shipper. I, who have never sent a package via UPS was able to find this out, did this company know this? LL Bean (also with excellent customer service) must have known it when I reported a missing package to them and they said "we'll just ship another one". They didn't make their shipping problem mine, and apparently kept it all behind the scenes. Problem #4 - Why didn't the company just send a new package?

The website boasts that they have the "best customer service department on the Internet". I have not found this to be the case, especially when I am told "I can't drive to Greensboro and pick the package up for you".

On the evening of the 8th day following the filing of the UPS lost package report, I called Chase to remind him to credit my account. He informed me he could not yet credit my money back to me because "I have to protect my company's money". I would hope that company reputation and customer satisfaction were also important to protect. When I asked to speak with someone who might have more authority to return my money, he told me he was it, there was no one else. When I called the following day I heard him tell the representative I was speaking with that my money had been credited back. LIAR- It was only credited back when I threatened to involve credit card company - probably because any more complaints they will loose their ability to accept credit card payments.