Complaints

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

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Petland, Inc. has 20 locations, listed below.

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  Petland, Inc.

  250 Riverside St Chillicothe, OH 45601-2611

  
• 

  Petland, Inc.

  977 E State St Athens, OH 45701-2117

  
• 

  Petland - South Point

  348 County Rd 410 Suite 7 South Point, OH 45680

  
• 

  Petland - Cincinnati

  4450 Eastgate Blvd Ste 262 Cincinnati, OH 45245

  
• 

  Petland Dayton

  3444 York Commons Blvd Dayton, OH 45414

  

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:04/13/2023

  Type:Product 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.

  Petland is a total scam. We bought a Dachshund puppy from them and they told us it was a mini Dachshund, but it wasn't. The dog also had a broken tail. Even the Petland representative said that it was not a mini because every dog had paperwork that indicated mini or full size (ours did not have that).
  
  When we contacted PetLand, they basically said that we bought it and you are stuck with the dog. They were very unaccommodating with anything.
  
  Be very careful when you buy a pet from them. They will not stand behind the sale.
  
  Worst customer service I have ever encountered.
  
  Stay away!!

  

  Business Response

  Date: 04/19/2023

  As the customer stated they did purchase a Dachshund, in
  addition the customer is correct that every dog has paperwork indicating
  details of the pet. It is important to reference our warranty documentation which
  clearly states we do not warranty breeds or breed standards and confirmations.
  This is due to Petland’s mission of matching the right pet with the right
  customer.
  

  Regarding the broken tail, the customer had the opportunity
  to meet, socialize and make a connection with the puppy. If the tail was broken
  at the time of purchase, which we are not disputing, it is up to the customer
  to address that concern prior to purchase. We spoke with internal experts and
  the location of the issue is not problematic for the puppy in anyway, however,
  we have requested documentation from the customer’s veterinarian to get their
  opinion, to date, the customer has not provided said documentation.
  

  Despite these things, we previously shared with the customer
  we would evaluate the puppy as she grows to determine if a price adjustment would
  be given as a courtesy. At the current age of the puppy, it is difficult to
  tell as she is still very young.
  

  In reviewing the customer service calls and emails, we feel
  we have been accommodating.

  Thank you, 

  Petland Inc. Customer Service

• Initial Complaint

  Date:03/07/2023

  Type:Product 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 2/17 I purchased 2 cockatiels from Petland in Ashland ky. I also purchased the “kit” that would provide me with a warranty for 6 months for my birds. This cost me a total of $1380 I was told upon purchase that if my birds became ill or died they would be replaced since I had the warranty. I followed all recommendations given to me by staff for caring for these birds. On 2/28 I woke up to one of my seemingly healthy birds being deceased with no warning as they had been active the day before and were whistling at each other in their cage. I called petland and told them and they told me to bring the bird in and they would replace it. I live far away so I had to wait until the following morning to go in. The next morning my second bird appeared sick so I took it with me to the store also. They kept the living bird to see the vet then called me to tell me the next day it had died as well. At this point neither bird was replaced. I waited until 3/6 for them to send the birds for necropsy bc they told me they didn’t want new birds to become ill being in the same cage saying the birds would be replaced but they just needed to make sure the cage didn’t need special cleaning or anything. Received a call back evening of 3/6 stating that cause of death was malnutrition and my birds must have simply just been too stressed from the transition from store to my home and stopped eating. Which I know is false they WERE eating and healthy and active up until they died. Staff said their resolution was to offer me only ONE replacement bird and that was just them “being nice” I am now stuck with the cost of two birds that I do not have as well as I will be paying the finance charge for using their third party financing company to pay for everything.

  

  Business Response

  Date: 03/08/2023

  Thank you for reaching out to us.

   

  We are not familiar with this customer in our Customer Service department.

   

  We have forwarded all infromation to our District Manager & General Manager for prompt handling of the customer's concern.

   

  Thank you, 

  Petland Corporate Customer Service

  Customer Answer

  Date: 03/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19549833
  
  
  
  I am rejecting this response because: this is not a resolution to my issue this is passing it off to someone else. The manager of the store itself was of no help to resolve the issue that is why I came here for a resolution. 
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 03/10/2023

  Thank you for reaching out. We understand your concerns. It wasn't our intention to pass it off to the store. We had limited information at the time of your initial contact. 

  We have been made aware by the store they are honoring your warranty and will be reaching out to you to work out a time for you to stop by the and pick up your new Cockatiel.

  We appreciate your feedback and appreciate you being a valued Petland customer.
  

  Thank you,
  
  Petland Inc. Customer Service

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. I received my replacement pet per my warranty thanks to petland Corporate customer services.
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/14/2023

  Type:Product 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.

  We purchased our new puppy in December of 2021, since that time our puppy has been sick and has sever hip dysplasia. We have taken him to the vet several times for sickness and to a hip specialist for potential full hip replacement. Petland has not supported during this and I am seeking a full refund of the cost of the dog and future additional hip medical expenses if any.

  

  Business Response

  Date: 01/26/2023

  We appreciate the opportunity to respond to this customer's concerns.  According to our records, my team has worked with this customer on several occasions to not only fulfill our warranty obligations, but to do what we felt was right.  We have had very good dialogue with Ms. *******.  We have covered expenses for medical treatments and agreed to cover the anticipated cost of surgery should her puppy (Dexter) ever need it.  Ms. ******* later contacted us sharing what she characterized as good news, stating that her puppy was examined by the attending veterinarian and surgery would not be needed if they were successful in keeping the puppy's weight under control.  We have not only covered medical costs to date but have committed to assisting with future treatments.  Should the puppy in question ever need surgery, our previous commitment stands, even though it would extend Petland's obligation well beyond the warranty provided at the time of purchase.  My team would be happy to provide any supportive documentation if needed.  Thank you.

  ****** *******

  Director of Business Operations

  Petland 

   

• Initial Complaint

  Date:11/08/2022

  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 purchased an old english bulldog from petland in Lancaster Ohio on 2/23/21 for 4,000 dollars. I reached out to the breeder of this litter for lineage records and to my surprise my dog is not a true old english bulldog but a hybrid mix not true to the breed standard. I am in contact with petland over this issue but not getting anywhere. They said they don't understand breeder language but yet made millions last year selling dogs. They misrepresented the dog they sold me and I want a full refund. Buyer beware with this company profit over morals.

  

  Business Response

  Date: 11/09/2022

  We've had the opportunity to discuss this customer's concern during several interactions by phone.  Mr. ***** shared his concern that he cannot register his puppy as an Old English Bulldog with his preferred registry, making the puppies worthless to him from a business standpoint.  In our latest conversation, we included Petland's Breeder Relations Manager, Chris H, who has decades of experience working with dogs and dog breeders.  The puppy in question is in fact an Old English Bulldog and registerable under the ICA (International Canine Association).  We have attached that registration form.  Despite Mr. *****'s acknowledgement all Bulldogs are hybrids made up of more than one breed, he still felt we misrepresented the puppy in the store.  Unfortunately, Mr. ***** shared his frustration that the puppy cannot be registered with his preferred registry.  That, however, does not change the fact the puppy is registerable as an Old English Bulldog based on it's lineage and the ICA's registration guidelines.

  We are disheartened that Mr. ***** feels he was misled.  Petland attempts to be as transparent as possible with customers.  Despite our differences of opinion in this matter, Mr. ***** acknowledged warranty paperwork stating that Petland does not warranty puppies for breeding purposes.  It is for reasons like this we include that in our puppy adoption paperwork.  Petland's mission is to match the right pet with the right owner, therefore we focus on adopting companion animals into their forever homes and feel every puppy is worthy of a good home.

  We greatly appreciate Mr. *****'s acknowledgement that Petland is a reputable company, and we also appreciate his business.  Unfortunately, we cannot accept responsibility for registration or breeding concerns that our warranty clearly states is not covered. 

  Sincerely,

  Petland Customer Solutions

   

  Customer Answer

  Date: 11/15/2022

  I am rejecting this response because: This is not about the registration of the dog. They are now twisting the conversation.  It is about selling a dog as a old english bulldog  when it is an F1 hybrid. IF I NEW IT WAS A HYBRED I WOULD NOT HAVE BOUGHT IT. I have proof of what was done and now I'm moving forward with a court case. This would have been an easy fix for a company with morals but instead more interested in profit. See you soon.
  
  

  
  

  

  Business Response

  Date: 11/17/2022

  I'm sorry to find that Petland and Mr. ***** have come to an impasse.  The puppy was represented to the customer based on the documentation acquired by Petland.  The puppy is registerable with the ACA (American Canine Association) as an Old English Bulldog. As acknowledged by the customer on the signed warranty paperwork, we do not warranty our puppies for breeding purposes.  For customers who still wish to purchase puppies for registration and breeding purposes, they assuming all risk for associated purposes.  It is our position the puppy was represented accurately.  We are sorry to hear Mr. ***** feels Petland is more concerned with profit.  While we strive to be a profitable business like most, it is still our mission to match the right pets with the right customers.  

  Thank you.

  Petland Solutions

• Initial Complaint

  Date:10/08/2022

  Type:Product 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.

  On September 10th, my girlfriend and I came to petland with the intention of purchasing a puppy. We had picked out a puppy who seemed to be calm who we had viewed on the internet and they told us the price, which seemed quite high, but we really liked the puppy and went along with the purchase. While we were in the process of the purchase, we were sitting in the play room areas, and he has thrown up a clear liquid that was slightly foamy. We informed a worker and they cleaned it up but didn’t say much else about it. We noticed that he seemed very tired and wasn’t a very active puppy. The workers had assured us that he had been eating and was just a laid back and super calm. We were a little worried but believed them. Once we got him home, all he wanted to do was sleep. That first evening when we had him home, he proceeded to throw up multiple times with the vomit fitting the same description as above. As this was Saturday night, we had to wait until Monday to get him into the vet (we used the free visit we got from petland to Coyne). On Sunday he threw up a lot of the water that he was drinking and was not eating at all. Having tried all the tricks to get a puppy to eat, I took him back to the petland to see what they could do. They were not very helpful and just told me the same tricks that I had already tried and they didn’t seem to believe me about him being sick. I took him to the vet on that Monday and they knew something was wrong. They kept him for 2 days and when I picked him up, they sent him home with antibiotics and an antivomit medicine. Since then he has been a very active and playful puppy. Although petland had paid for the vet visit as it is their policy to pay for the first visit. My girlfriend and I feel as though they should have noticed that this little guy was sick and he shouldn’t have been sold in that condition. Especially for how expensive he was. ($5600) He should have been taken care of in their custody.

  

  Business Response

  Date: 10/12/2022

  Thank you for reaching out to us. We are sorry to hear your puppy was ill and need veterinary attention.

  Pets like people can become ill and often suddenly with little to no warning. We stand behind our warranty and understand your expenses were covered at the store vet. Could you please let us know what your ideal resolution would be. You can reach out to our Corporate Solutions Team at 866.460.0001, Monday - Friday, 9:00a - 7:00p EST.
  

  Thank you,

  Corporate Customer Solutions 

• Initial Complaint

  Date:09/14/2022

  Type:Product 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 bought two puppies from petland in eastgate… they were sick puppies I am still dealing with vet bills and medications that is costing me a lot. Petland will not do anything about it… this is ridiculous and they should be shut down they should not be aloud to sell puppies. And with how much these puppies cost me and to get them sick and vet bills as high as they are is ridiculous

  

  Business Response

  Date: 09/20/2022

  Thank you for reaching out. We have not had any contact with the customer to date. Provided with the warranty paperwork for the pups is the contact information for our Customer Solutions Department, open Monday - Friday, 9:00a - 7:00p EST.

  Please have them reach out to 866.460.0001 or email at [email protected]. Once all details and documentation are received, the information will be reviewed and we will follow up with the customer.

  Thank you,
  

   

  Petland Inc. Customer Solutions 

  Customer Answer

  Date: 09/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18027415
  
  
  
  I am rejecting this response because: I have vet bills that are ridiculous thanks to me getting two dogs from this company. I am not trying to be a difficult person but this is not acceptable and I have called petland store and got no where so I decided to go ahead a file a complaint. They should not be able to sell sick dogs. 
  
  
  
  Regards,
  
  
  
  ******** *******

  

  Business Response

  Date: 09/29/2022

  ********,

  I was disappointed to hear your concerns have not yet been addressed adequately by the store staff. Petland is willing to work on your behalf to look into your claims, warranty eligibility, etc.   My team will work directly with you and the appropriate Petland store to address your concerns(s).  Please contact our Solutions team at (866) 460-0001 so we can establish a customer case in our system and gather all necessary information regarding your transactions, pet medical documentation, and warranty information.  We look forward to helping you resolve your concerns to the best of our ability.

  ****** *******

  Director of Business Operations