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:01/16/2023

  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.

  The manager was really rude to me here at Petland in Racine Wisconsin I have visited plenty of times with never no problem up until this evening! she refused to let us see a puppy with strict conditions which Ive never heard of before , rude in front of customers people like her ********* shouldnt be treating people like that !

  

  Business Response

  Date: 02/12/2023

  Both the store manager and the store owner have separately spoken to this customer in the last week to hear her concerns.  At the conclusion of our final phone conversation there was nothing else that this customer required.  

• Initial Complaint

  Date:08/01/2022

  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.

  I had purchased a puppy on June 20th, 2022. I made sure to read over the paperwork before I signed and also listened to what the employee had to say. I am now reading over the paper work again and saw that I was overcharged for things I did not get or sign paperwork for. I also feel as if I was scammed because of the employee showing where my puppy came from and all this paperwork from the breeder, but it was all false. Since about a week after I brought him home I have been researching about the breeder that he came from. They told me no puppies there come from puppy *****, well that is completely false. I have found that he had come from a horrible puppy mill. I have found out that the breeder that runs this puppy mill has changed his license several times to keep this puppy mill going. They showed fake videos and fake information at the time I was signing, and the employee that I worked with lied a lot about my puppy. Also, the day I brought him home, I noticed him coughing. The employees even noticed he was coughing slightly at the store. I did not think much of it because my other dog at home coughs sometimes when she is excited or playing, so I thought maybe that was the case with the puppy because it wasnt too bad. His coughing proceeded to get worse the next day and extremely worse the rest of the week. Turns out he had kennel cough. We took him to our vet near home since it was very severe at the time and the vet that is affiliated with Petland was booked for the rest of the week and is an hour away from our home. We have put in a claim about getting money back for his visit and we havent gotten anything yet. They gave us the puppy sick. I would like some or all of money back. I would also like the truth about where the puppies from the store come from.

  

  Business Response

  Date: 08/01/2022

  This paperwork is from the Petland in Racine, Wisconsin not the Petland in ****************, **.  The customer must contact the correct ******************** location for assistance.

  

  Business Response

  Date: 09/06/2022

  We have reached out to this customer via phone but have been unable to connect.  This customer has made contact with our warranty department related to the cough concern and we are awaiting a diagnosis from the vet she used.  We will likely be able to resolve that issue once the documents have been submitted to the warranty department.  We have provided 100% accurate and truthful information related to where the puppy was born and raised.  We first visited this puppy's breeder in 2019.  At that time his kennel was not complete and we did not initiate a buying relationship.  We revisited this breeder in October off 2020 and his kennel is now complete.  He is a small scale breeder that has only two breeds and as of his last inspection in February of 2022 only 13 adults dogs.  The video that we showed the customer in-store https://youtu.be/*********** features the store owner, his wife, and two managers touring this kennel.  The video features healthy, socialized, pug and corgi adults that live in that kennel.  That is the real source of this puppy and any organizations that states otherwise does not have accurate information.  Our approach to sourcing is to personally visit every breeder we buy from and take pictures and video of the kennels so we can show our customers where each pet is born and raised.  We are committed to using the best breeders that provide for all the needs of the pets in their care and that raise healthy, happy puppies.