Pelsbarn delivers high-quality pet products that customers and their dogs love, but customer service and return processes are significant pain points that undermine the 4.5/5 rating.
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Do not buy from this company! I bought my dog a cooling mat, and the website kept asking if I wanted another product when I was checking out. This happened about 5 times and I thought I had said no to all; however, I ended up with a product that I didn't need or want. It was an extra small car seat, which I would never order for my 80 lb dog. Interestingly, the email confirmation said I could change the order within 15 minutes, but the link didn't work. I emailed the company and they interestingly didn't respond until the order was shipped. So now I've been trying to return it and they make it almost impossible. The didn't send the form for over a week and once they did, I have 7 days to return it. Since I was out of town at this point, I could not meet the deadline. They do not send a shipping label, only an authorization form that you have to complete. So, now I paid for an item I didn't want and have to pay to ship it back. I have never experienced such terrible customer service in my life. At this point, I'm just going to donate the item to someone. This company is either completely incompetent or crooks.
I ordered the by one get one bed and only received one bed. The post office said it was delivered and Pelsbarn refuses to check into the matter any further or initiate a claim with USPS. They expect me to do it. It is their responsibility as the shipper to take care to initiate a claim. I have never experienced this before with any other vendor. The USPS is so unreliable that it is probably lost. In addition, when you call them, they keep you on hold for at least 15 minutes and then hang up on you saying they are too busy to answer. No way to leave a message. I have exchanged numerous emails with them to no avail.
Purchased cooling pad for my Chihuahuas as their ads were very positive in showing pups attracted to their benefits during hot, humid days. My Chihuahuas couldn’t care less!!!! Still prefer regular bedding and yes we have central AC.
Based on 40 verified customer reviews, Pelsbarn holds an average rating of 4.5 out of 5 — rated Excellent on ReviewTerminal. 85% of customers gave 4 or 5 stars.