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Business Profile

Pet Supplies

Pet Sense

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

This profile includes complaints for Pet Sense's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Pet Sense has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Pet Sense

      5401 Virginia Way Brentwood, TN 37027-7536

    • Pet Sense

      2039 battlefield parkway Fort Oglethorpe, GA 30742

    • Pet Sense

      621 S Cumberland St Lebanon, TN 37087

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Placed an online order (for store pickup) on 7/7/24. Order number ***** and was for Royal Canin Health Chihuahua puppy food. There was a July sale for $21.74 per 2.5 pound bag. I ordered 2 bags. When we went to pick up order 7/8/24 they only had one bag and assured us we would only be charged for one bag. Instead they charged us $46.95. I returned to the PetSense ( we use the store at *************************************) to ask for correction to charge. First they denied it happened, when presented with my debit from bank they said it was an error by corporate and they couldnt correct it. They said to contact corporate if I wanted to pursue it. I did send an email where they indicated I should, but received no response. We are in our 70s, so income is retirement. That is why we shop for sales. I feel this is unfair to the public and unfair that THEIR mistake was made our mistake to try to correct. Needless to say, but sake or not we will not again shop at PetSense. Is this how Tractor Supply became a big business, by cheating customers? Thank you in advance for your assistance.

      Customer Answer

      Date: 07/25/2024

      I received a response from PetSense after time that would have allowed them to receive your contact with them. They provided no explanation, but did return the money of the overcharge. I dont think they would have done that without your intervention. I truly thank you. I will not be shopping with them any longer. 

      ***********************;

    • Initial Complaint

      Date:10/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 am filing this complaint because your system keeps auto cancelling my orders saying my billing and payment is wrong when it is correct. I tried to contact support through email and phone multiple times with no real resolution ORders #*****#*****#***** shipped just fine I used the same billing yet these orders #***** and #***** cancelled, I am trying to purchase from you guys but youre making me go to another store cause of this false flag.I also buy a lot of Tractorsupply and faced this issue.Please escalate and fix so my future orders stop cancelling,we plan to place big volumes of orders for our business.Thanks!

      Business Response

      Date: 10/17/2022

      Petsense customer ********************* is flagged as reselling product from Petsense.
      The customer has been made aware that ********************** is a retailer and does not wholesale its products for the purpose of resale.

      Customer Answer

      Date: 10/17/2022

      1. Have you heard from the company?No

      2. If yes, are you satisfied with their efforts to resolve your concerns? No

      If not, please provide a detailed explanation.
      No response from company as to whether they will fix my order cancellations or not

      Customer Answer

      Date: 10/17/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am not looking for wholesale,
      I am just interested in buying from your site and resell it.

      Business Response

      Date: 10/20/2022

      Petsence does not sell it's product for resell. The customer has been made aware of ********************** policy on several occasions. As a merchant, ********************* is encouraged to buy from suppliers to fill their customer orders.
      Please close this case as it Petsense policy not to sell it's products for resale to independent merchants.

    Pet Sense is NOT a BBB Accredited Business.

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