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:11/14/2023

  Type:Product 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.

  In reference to Pet Life order # SPL18860. Order was placed on 9/24/23, for a glass lid on an aquarium, Pet Life SKU RAQ-*****, which showed in stock at time of order, and still shows in stock on Pet Life website. My credit card was charged immediately after order for $102.71.Shipment was made by Pet Life on 10/13/23. During transit, and before delivery, this item was damaged and the order was never completed. ***** tracking # ************. I reached out to Pet Life on 10/17 asking them to advise the next step, and see if a second unit would be shipped or if a refund would be issued. Pet Life answered and acknowledged the issue on 10/18, stating that they were working diligently on this issue. They did not advise next steps.I sent follow up email on 10/26 asking for a status update. Pet Life did not answer.I sent a follow up email on 11/1 asking for a status update. I specifically asked for a reply by EOD 11/10. Pet Life did not answer.I sent a follow up email on 11/10 asking for a status update, and now specifically asking for a refund on this incomplete order. I indicated that this was the 4th attempt at communication, and that if I did not receive a reply by EOD 11/13, I would have to assume Pet Life was making the deliberate choice to refuse to provide the ordered item and refuse to provide refund. Pet Life did not answer.I sent another follow up email on 11/13 at 2:35pm, well inside Pet Life business hours. Pet Life did not answer.At this point Pet Life is not replying to any communication, and has not refunded me or shipped a replacement item. It is almost 2 months since the original order was placed. I would like a refund for this order.

• Initial Complaint

  Date:09/16/2023

  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.

  On 9/13/23 I ordered 24 units of Nature's Miracle Hard floor cleaner (order #SPL18515 - $245.28). I immediately received an email that read "Thank you for your purchase! We're getting your order ready to be shipped. We will notify you when it has been sent." The email also provided 'tracking information' that only said "your order is confirmed. You'll receive an email when your order is ready." After several days I did not receive an email update and began to question the nature of this entity and the status of my order so I emailed them and got no response (subsequently, their phone systems places you into a holding queue where the connection will ultimately end). Their email "confirmation" provides a link to their website where you can click a button that redirects you to track your shipment with 'Shop' (an online shipment tracking service).I would like for this business Pet Life LLC (****** ** **) to provide me with either the 24 units of floor cleaner that I paid for (which posted to my checking account), or immediately refund the full balance back to the original debit card that was used for the purchase.

  Customer Answer

  Date: 09/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The merchant has already delivered the product.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/01/2023

  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 ordered dog food. They charged my credit card. Food never shipped. Tried contacting them many times by phone, email, voicemails. They never responded. Never got food, never heard from them again. I had to call my credit card company to stop payment. Do not order from them. Do not trust them.

  Customer Answer

  Date: 08/03/2023

  
  Better Business Bureau:
  
  

   

  Today at 5:28 I received 3 emails from Pet Life. First one said order has shipped, second one said order was delivered and third one apologized for not returning any of my messages. I did receive the dog food. I still would not buy from this company again because of their nonexistent customer service, but in the end, I did receive my order.

  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/17/2023

  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 placed an order with this business on July 10th. It is a product that shows available online. As soon as I placed the order I received an email with the order confirmation. Until the 14th I didn't receive and update in my order. I called them and ****** said they do not have my product but for sure it will be shipped by Saturday ( 15th) because they order from the manufacturer. I also send multiple emails to the business and never got a response. I called multiple times, the wait on hold is over 15 minutes and there is ONE SINGLE person answering the phone for customer service, sales, returns, for everything and the person is ******. I asked to talk to a supervisor and ****** said she is also the supervisor. I spent $89.18 for nothing. No tracking, no emails, no item purchased, nothing. I called this morning and after waiting 25 minutes ****** said that they just sent my item to ****** I sent an email over the weekend canceling my order and requesting my money back and that's what I want. This is deceiving the consumer, misrepresenting and they should not be allowed to scam people like that. I want my money back in the same form I paid.

• Initial Complaint

  Date:06/26/2023

  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.

  06/15/23 ordered on line 3 bags of dog food = $169.77. Sent via e-mail confirmation of the purchase. On 06/22/23 they sent me an e-mail stating: Your order has been canceled Order SPL15935 was canceled because we did not have enough stock to fulfill your order and your payment has not yet been refunded.I tried calling them, they do not answer, did leave 2 messages. I did go on to the site Yelp and they have complaints and also on their web site.PLEASE stop them from doing this to others. They should not be in business.

• Initial Complaint

  Date:09/28/2022

  Type:Delivery 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.

  Order SPL8940 was placed on 9/18 (and my credit card was billed). It was supposed to ship on 9/19 but has not yet shipped 10 days later. Contacted customer service 4 times electronically and once by phone. Have not received a reply to the past two electronic contacts or the voice mail. I want to cancel the order and have my credit card refunded. Thank you for your help.