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:05/23/2023

  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.

  I purchased a male kitten Saturday May 20th, 2023. He was born 3/10/23. When I was in the store the kitten was alone in a cage not moving, eyes were red and almost closed shut and his behind was also red and sticking out. I left the store and came back and the cat was still not moving but I felt so bad that I decided on getting him. We asked the lady named **** if the cat was ok and she told us yes. The cat went all day without eating or drinking and was vomiting. I thought it was due to a change or missed his mom. But after 24 hours still not eating or drinking. I bought cat milk and still nothing. Just continued to vomit. Almost 40 hours later I took the kitten to the vet at 4am because he wasn't moving and his eyes and mouth were wide open. Once I got to the vet they pronounced him dead. And when I called the pet shop they said I was getting a refund but because I mentioned that I really wanted a kitten, **** said she would give me a kitten along with the refund. I was still waiting on my refund and called but another lady came with attitude saying there's no way they will do that. So I said never mind the kitten I still want my refund. And she just hung up saying **** isnt in today.

  Business Response

  Date: 06/05/2023

  June 3, 2023 
  Dear *** ******* *******, 
  This response is in reference to the above mentioned complaint ID ********. 
  On Saturday, May 20, 2023, **** ********* purchased a kitten. The kitten was a beautiful long hair. The kitten was in the cage by himself because we just sold another kitten that was in the same cage about 2 hours before that. **** and his wife came into the store and stopped at the kitten cage. **** (Assistant Manager), walked over to the cage and got the kitten out so they could hold the kitten and play with it. They asked for information about the kitten, price, age, etc. **** and his wife said they really like the kitty, but they had shopping to do and we have to think about it. 
  A few hours later, **** came back into the store and said he wanted to surprise his wife with the kitten and purchased the kitten for her. 
  On Monday May 22, 2023, **** called the store and said the kitten he purchased on Saturday, May 20, 2023, had died last night. When **** asked him what the kitten died from, he said he doesn't know, the vet wanted $200.00 to perform an autopsy to find out, and **** didn't want to pay the additional expense. 
  **** said instead of a refund, he would like another long hair orange kitten. **** told him she would talk to me and see if we have any long hair orange kittens elsewhere, or any kittens coming up. I told **** yes we do. **** called **** and told him a replacement kitten would be at the store this afternoon. **** was thrilled because all he wanted was another kitten. 
  On Tuesday, May 23, 2023, **** called the store and asked why he did not get a refund on his credit card for the kitten that he purchased on May 20, 2023. Since **** was off, I, ******, took the call and told him I was aware of the situation, and I understood that he wanted another kitten instead of a refund. 
  He abruptly said, and to my surprise "I want a refund and I want another kitten". I told him that we weren't going to do both, I was under the understanding you wanted a replacement kitten only. He said no I want and demand both. 
  I told him it was one or the other, he said he would call the store tomorrow and talk to Judy. 
  On Wednesday, May 24, 2023, **** called and talked to **** and said he doesn't want another kitten he just wants a refund for the kitten. **** told him the refund was already done and has already been processed, and he should see the refund back on his credit card. 
  I have enclosed a copy of the 72 Hour Health Guarantee that **** ********* signed on 5/20/23, and a copy of the Credit Card Refund that was done on Wednesday, May 24, 2023. We did a full refund, including tax, this normally could take up to 14 days, but was done right away per my authorization. 
  Our 72 Hour Health Guarantee clearly states (a summary only) that a kitten replacement would be done and there would be no refunds under any circumstances. Furthermore **** instructed **** that we would need the kitten back but he told her that the kitten was already disposed of and to this day we still have nothing confirming anything from ****'s Veterinarian nor did we ask for an autopsy, however, we were just seeking proof that the kitten died, perhaps this information could be forwarded to us. 
  We are very sorry that ****'s kitten died, when he wanted another kitten, we had one for him, but he changed his mind and wanted a refund instead, in an effort to preserve good will, we issued a refund back to his credit card the same day. 
  

  If you need any additional information, please contact me. 
  Sincerely, 
  ****** ** ****** 
  Vice President/General Manager 

• Initial Complaint

  Date:09/30/2022

  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.

  9/28/22 Purchased a kitten with my mother today male and husband. We said we were glad to buy from a pet shop so we didnt get fleas and that evening we seen fleas and had to treat when we called they told us they had a flea issue. But did not tell us when we purchased. Now I am worried she has not got her shots because the record they have is illegible and they refuse to give me the proof of shots. They said they gave the shots in house the day before by the owner yet they cant provide proper shot info.

  Business Response

  Date: 11/07/2022

  October 9, 2022 
  Dear *** ******* *******, 
  This is our response to the above mentioned Complaint from ********* *****. 
  Enclosed for your review is a 72 Hour Health Guarantee Agreement, a kitten purchased by ******** ********, on September 29, 2022,. We could not find a kitten purchase from ********* *****, but we then looked at all the addresses and her address matches ********, so we believe this is the same kitten purchase complaint. 
  I did review the shot and worming information and the penmanship could be better, but when they would go to a Veterinarian, the Veterinarian would understand the booster and worming given. However, for clarity the kitten did receive a *** *** * (1 shot) and a *** ******** (1a worming), which in this case are done in house, by me. 
  
  Many kittens come from 2 cat rescues and from the public. 
  
  When kittens come in, they are thoroughly examined and in this particular case checked for fleas and would be given a flea bath, if needed. 
  Judy explained to her that the kittens just arrived on September 28, 2022, and ******** purchased the kitten the very next day. Judy explained to her that she did not realize that they still had fleas, and offered to re-bath their kitten, if they want to bring the kitten back in, but please be further advised upon re-bathing that once it leaves again, you will have a constant risk of fleas back on the animal. This treatment would only take care of fleas that are present now. The complaint does not mention that we did offer to re-bath the kitten. 
  In an effort to preserve good will, we did offer to re-bath the kitten and we did not hear anything further from ********, to the best of our knowledge. We don't know who ********* ***** is, because the person who purchased the kitten is ******** ********. However, upon further review, due to this person not purchasing this kitten we found a person by the name of ********* *****, that goes by the nickname of ********* *****, that apparently lives at that address. 
  We respectively request that all online negative postings be removed because we feel we tried to resolve the problem to the best of our ability. Furthermore, Pet Stores are allowed to give shots, wormings and medications. 
  Also, Judy the Assistant Manager does have the authority to offer a re-bath of the kitten. 
  Since we couldn't originally find any paperwork under ********* *****, we almost responded that we have no record of ********* ***** purchasing a kitten, so we went by the date and address only listed on the BBB complaint. 
  If you need any additional information, please contact me. 
  Sincerely, 
  Sandra M. ****** VP/General Manager