Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about May 8th 2022 we purchase a dog thru financing from Pet land of Chillicothe, ****. The purchase amount for $6,000. They verbally told us the promotion was 2 years interest free. We have been making payments on time for the last 2 years. Upon our surprise we recieived a bill for $11,000. We called and were told they charged us back interest for the 2 years. We feel as though we were deceived by Petland by false advertising. The verbal conversation with their sales associate never explained they would charge back interest after 2 years. All they explained was that it was interest free for 2 years. Had We known they would charge this We would have never purchased. We feel we were deceived into this sale.We are more than willing to pay the original amount they stated to us that day with the current interest charges.

  

  Business response

  06/25/2024

  Petland has addressed the customers concerns regarding financing and interest. The financing agreement is directly between the customer and **************** also known as the Petland Credit Card. At the time of purchase, the customer signed documents acknowledging a promotional financing offer of *********************************************************************** full within that period. Interest accrues from the purchase date if the promotional balance is not fully paid within the specified timeframe, as appears to be the case here (Please refer to the attached Credit Account Sales Receipt). For further assistance regarding their consumer financing agreement with Petland Credit Card, the customer is encouraged to contact them directly.

  Customer response

  06/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21878706
  
  I am rejecting this response because: 
  The sales associate from Petland never told us it was interest free only if we paid the balance off in full in 2 years. We were miss lead. They specifically said it was interest-free for two years and that we wouldnt accrue interest until after two years they said nothing about deferred interest. 
  We feel we were deceived into signing  papers with a false sale by the sales associate. 
  Regards,
  
  ***********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is against Petland Carmel/Westfield at ***** ******** *** ******* ** *****. I went in there on September 2, 2023 to purchase a puppy. I found the puppy I wanted (a male morkie) and went through the process of purchasing this puppy. While I was in the store and was signing the paperwork, the girl that worked there told me that the puppy was checked by 2 certified vets and that he was up to date on all of his shots. I don't believe this to be true because, first of all, when I took him to a vet of my choosing, they told me he was not up to date on shots. Secondly, he went to two vet specialists because of an eye problem that he had since birth! If he had been seen by licensed vets, they would have noticed that he had the eye problem, but the paperwork says his eyes are good....LIE!! He has no vision in that eye and low vision in his other eye. I believe he is a puppy mill dog!! This company has many, many complaints yet they do nothing to remedy anything. I am paying close to $300 a month for this dog, not to mention the extra costs for the vet and specialists, and the over $700 I paid the day I took him home! I love this dog so very much, so there is no way that I am giving him up, but due to the falsehoods that Petland told me, I feel that what I have paid so far, is enough and I shouldn't have to pay anymore! $5,000 is a ridiculous amount of money to charge for a dog to begin with, but I ag**** to it - however, now after finding out what is wrong with the dog - I do not think I should pay any more. I would like, as it states in the Desired resolution box below, a billing adjustment - meaning, I am fine paying what I have so far, but I don't feel I should have to pay anything else and would like for American First Finance to close my account as paid in full.

  

  Business response

  05/15/2024

  Please contact our Customer Service Department at ###-###-#### for assistance regarding your puppy. 

  Thank you, 

  Petland Inc. Customer Service 

  Customer response

  05/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21710238
  
  I am rejecting this response because: 
  
  I am working on it with the warranty department and do not want to close the complaint yet…waiting on the outcome of my discussions with the warranty office.

  
  Regards,
  
  ****** ****

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 24, 2024: Transaction takes place. The dog costs $3500 and will be financed. Employee states that if the dog isn't the right fit that I would be able to return the dog with no return fee. March 25,2024: I realize that the dog is not comfortable at my apartment due to me living close to a traintrack. I call and speak with the same employee who assured me that I would be able to return the dog with no fee. I obtained a recording of this conversation. March 26, 2026: I go to PetLand to return the dog and am told that I will have to pay a $750 fee. Despite the verbal recording, I had to pay $750 ($795 after tax). I filled out paperwork with the employee to ensure that this was a done deal. April 19, 2024: Received mail at my home address out of state from the financing company that PetLand uses. The financing company requested the $3500 that the dog cost. Despite having returned the dog, it seems there had been error with the employee who helped me. I contacted the manager that claimed that it was an error on their end and that he would contact the financing company to ensure I don't get billed. April 22, 2024: Have not heard any updates but I do not trust PetLand as I believe they have deceptive business practices. Intentional or not, I have a very bad feeling knowing that this situation has not been handled ideally. I do not trust that my information is being handled correctly, and at the very least would like to know that I will not receive any more bills.

  

  Business response

  04/24/2024

  Thank you for contacting us. We reached out to the ********* ********, and they confirmed they spoke with you and your financing contract has been cancelled in full.

  Thank you, 

  Petland Inc. Customer Service

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 18, 2019 I purchased a yorkshire terrier for $3,749.99. In addition to purchasing the puppy from Petland I was informed by ***** ****** that if I purchased the products (cage, vitamins, etc.) needed for the puppy, the “puppy for a lifetime” warranty was granted. After I purchased the products to activate the “puppy for a lifetime” my total amount to petland was $4,452.26. Per ***** as well as the contract that I signed - I will be granted $3,749.99 towards the purchase of another puppy for the following reasons 1) major heredity or congenital problem prohibiting dog from living a normal life 2) accidental passing 3) passing from old age. After I purchased the items activating my warranty ***** stated “the program gives you money for a new puppy in the death of your purchased pup. Unfortunately, my dog died on September 19, 2023 due to an incident between my dog and my other dog. I tried to get ahold of the pet claims over the phone and there were numerous unreturned calls. I finally received an email back after a few days attempting to reach someone. ******** ******** stated that I need to send a necropsy of the death and cause - in which I did and waited about two weeks of no response. I finally reached out to check the status of no reply for almost two weeks and ******** replied saying “unfortunately the pet is not covered for being killed by a housemate.” Nowhere is that stated in the contract and therefore I responded saying that and her response was “it wasn’t a heredity problem, accidental or old age it was unsupervised pets.” Her response was very cold hearted and unprofessional: 1) they were supervised and the person was bit trying to break up the dog attacking and was sent to the hospital for a bite right by his wrist vain. How does a dog fighting and getting killed differentiate from a dog dying from running infront of a car or eating something toxic in the terms of “accident?” This does fall in an accidental death & I am granted my $3,749.99

  

  Business response

  02/27/2024

  Good morning,

  Petland is working with the customer presently and will provide and update as one becomes available.

  Thank you, 

  Petland Inc. Customer Service

  

  Business response

  03/06/2024

  The business has requested information from the consumer, particularly receipts for items required to validate the lifetime program, which the consumer could not furnish.  At this time, unless receipts are furnished, Petland is unable to assist the consumer.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Staff provided misleading information about the health of the puppy. The store fabricated information about when can I pick up the puppy after being approved for the adoption process. Due to this I could not utilize the 48 hours return policy window, as stated before for the French Bulldog on 8/05/2022 but was told she couldn’t take the puppy home because it had to be held for deworming . On the following Monday 08/08/2022 we brought the dog home and realized the puppy wasn’t getting along with our current dog . I returned the puppy that same day. Despite this the store only offered a %50 credit . The puppy total was 11K which meant the remaining balance is 6K. I was denied the 48hr %100 refund because they held the puppy in store . It’s an asinine proposition to hold customers responsible for 1/2 of the price of a puppy we were in possession of for less than a day.

  

  Business response

  02/12/2024

  
  We have reached out to the customer and addressed her concerns and have reached an amicable resolution.

  Thank you,
  
  Petland Inc. Customer Service 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I visited Petland in Fairfield, OH on 01/27/2024. As we walked through the store and looked at everything we saw a female mastiff puppy in one of the end meet & greet areas. My husband asked if it was okay if her went in to pet her to which we were told yes. When we asked if she was available for purchase we were told no, because she was returned by her previous owner and she was going to be returned to the breeder. We asked why and she told us that since her return was due to her being "bow legged" they couldn't legally sell her since wasn't "healthy". We asked if there was anyway we could sign "as-is" paperwork and we were told no. The employee told us we could contact the breeder and arrange a sale outside of petland. We were given the breeders information, and the breeder directed us to the broker. The broker told us she would be going to The Pet Love Project and we could apply to adopt her from there. I followed up today (01/30/2024) with the broker and he said he would call to see where she was in transport to the rescue. A lady named Angel then calls me back from Petland to inform me the puppy had been rehomed the SAME SATURDAY we were there which also happened to be some of her personal friends as a pet. I asked Angel why we weren't allowed told this and basically lied to but she told me that it was a special circumstance rehoming and none of what the employee told us was true. If we had simply been told she was already adopted it wouldn't be a big deal, but now I feel as if we were lied to so someones friend could get the puppy instead of us. This is extremely weird to me how everything happened and shocking how poor the communication is when it comes to handling the rehoming of live animals. We are very disappointed that she won't be able to join our family and Petland offered us no alternative.

  

  Business response

  02/05/2024

  Thank you for bringing your concern to our attention.

  We have looked into this issue and determined the Pet Counselor you were speaking with at the store was not aware of the current circumstances of this puppy.  We were able to determine the puppy in question was, in fact, already placed with a family and was waiting to be picked up.   

  When a puppy is returned to us due to potential health concerns, our top priority is assessing the puppy to determine if he/she can be rehomed within the Petland organization to an employee, their family, or friend, or returned to the breeder for their veterinarian-approved care plan. This puppy was evaluated by the store veterinarian and it was determined that with proper care, she would make a full recovery fairly quickly, but that rehoming was an appropriate option for the puppy. This puppy wasn't sold, however, quickly re-homed at no cost into her loving forever home.  Petland absorbed this cost.

  We apologize for your disappointment, appreciate your concern for this puppy’s wellbeing, and we will work with store management regarding the communication breakdown in this specific situation. 

  Thank you, 
  

  Petland Inc. Customer Service

  Customer response

  02/06/2024

  Complaint: 21222184
  
  I am rejecting this response because it is your responsibility as a business to inform and provide your employees with the correct information which is unclear what information was provided to her at this point. We were led on a wild goose chase and given false hope instead of just being told her was sold but the response I was given on the phone made it appear that she wasn’t rehomed till after we had expressed interest. We knew she had issues & were willing to give her whatever attention/rehab was necessary to give her a good quality of life within our family. This response is not only sloppy but shows no initiative that Petland is willing to try and correct this situation that we were put in. If she truly wasn’t “available” why would she be out on the floor? Maybe an area somewhere in the back or clear marking on her area that she was already rehomed should have been placed but it wasn’t. So I wasted my time calling the breeder speaking with him several times about how we could obtain her & the broker who was also under the impression that she was still being sent back which I find VERY odd. We are not only disappointed that we couldn’t add her to our family, but disappointed in the level of service which we feel we would never trust Petland to being home a new family member in the future with this being your only solution. Very disheartening & very underhanded to the customer. 
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***** ******. I recently purchased a puppy from Petland and I am not very happy. The puppy is great. The process is what is initiating this email. Petland Hilliard Rome Rd -Sold us an incorrect puppy, misrepresenting the puppy as one puppy when it actually wasn't and I have a signed contract regarding this purchase. What we signed for: -Dog: Yorkie Terrier -DOB: 6/5/2023 -Neutered -Updated Medical Records -Cost $5267.50 Issues in Signed Contract- Leading to breach in contract 1, Breed- Misrepresented the Breed of dog we wanted to purchase 2. AKC Registration - States a Yorkie Terrier and Retriever (Golden) with 2 microchip numbers (neither are the dog's we purchased) 3. Medical Record - The medical records we were provided belonged to another dog (Yorkie Terrier). 4. NEUTERED - OUR DOG IS NOT All of these factors lead to a breach in contract causing that contract to be voided out. This means any form of payment for the puppy we have is not accurate therefore should not be responsible to pay for this. Issues outside of contract: - Microchip Number- Currently our puppy's microchip registration is for another puppy. Today 09/1 had to call Petland to contact AKC to change this. They didn't even try too. So if our dog went missing we wouldn't be able to say if its ours or not. - I have had to drive to multiple places, contact multiple individuals to get the corrected information. Event: On Monday 9828: We took Greyson to Healthy Pets of Rome Hilliard Rd. to get his first puppy check up. We were informed that our dog wasn't NEUTERED, we asked the doctor what other medical information could be incorrect they told us they wouldn't know. We asked if they had scanned his microchip; they did not. The Vet's office proceeds to treat our puppy based off the medical records provided. We called Petland @ 4:40P and spoke with Dale who stated that he couldn't provide answers until Wednesday. I requested a phone call 12pm Wednesday. *Microchip - For Yorkie Terrier- 991003002359159 *Microchip - For Lab - 991003002348684 Wednesday 8/30 *Called Wednesday @1:30pm to check in on Dale. Dale stated in a very nonchalant manner, "Oh yeah! Let me make some calls. These calls should have been initiated on Monday 08/28 no later than Tuesday 08/29 but were not. I never heard back until around 4:50p where we were already almost at the store at this point. We spoke with Stephanie who we met when we were adopting our puppy. We told her that the Vet told us he wasn't neutered and we requested they scan our puppies microchip. They scanned it and microchip # 956000015228028 flashed on the scanner. When we looked further into this micro chip the following was provided: -Dog: Yorkie Terrier -DOB: 5/29/2023 -Not Neutered -Questionable Medical Records The amount of the previous dog was $5000- $267.50 Management was gone when we arrived onsite. We met with Rockstar Stephanie. We were provided with the Solutions phone number by Stephanie (who told us where to find it in the forms we had). The office was already closed when we tried to reach them. On Thursday 8/30 Spoke with the amazing Cassidy from solutions who attempted to collect all the information I could provide her regarding the stress and issues we are now facing: Additional Expense that are not realized by Petland: -Neutered: We have to get this performed; but this means that someone in my family will have to take off work for that week which will be a loss of income for at least 1 week while he recovers. -Medical Update: We have to schedule a new visit with the Vet to get our puppy reexamined with the correct information -Size: We purchased this puppy because we were told it would be about 7-8lbs. We have 2 big cats who don't play well with dogs bigger than them. If this dog gets bigger which it is supposed to be 10-12lbs than we have to consider training for both the cats and the dogs *District Manager Angela today 09/01 told me that our puppy won't grow that big. I didn't realize your district manager was a Vet or knows the size of all breeds of dogs (I spoke with her briefly I don't believe she is capable of this knowledge). -Grooming- These dogs we read have thin fine hair that has to be taken care of which is an added expense we have to now consider. We purchased this dog using Vive credit. My credit was impacted by this inquiry. I would never have never purchased this puppy if we had known all the things we know today. I think that is fair to say that when you are at a PetLand the employees there would not lie to you about what you are about to purchase. The Options I was provided have been unacceptable and I would like someone to address this: Option1: $500 gift card to Petland. I am upset with Petland currently so I don't see a use for this. Furthermore the puppy I purchased was $5,267.50 the puppy we received was substantially less (~$2,900). So this does not make any sense ---I had to call to get the other two additional options---- Option 2: Split the Difference. If this was an option on Monday or Tuesday I would have done that because we would have had all the correct puppy info at the beginning of the week. But your onsite team failed to see this as a high priority issue which it very much is so I had to make countless calland visits so this is unacceptable at this time. Option 3: Return our puppy - As stated previously I alerted your Store Monday about this issue. No one onsite except for Stephanie took any initiative to figure out what happend (that took place on Wednesday when I walked into the store). We provided your company until Wednesday to resolve this and then again today 09/01 but they have not. We have spent the past 2 weeks with this dog training him and growing with him while waiting for your response to this issue. It even states in your contract: "Puppies are not sold on a Trial Basis.." We don't consider him as such as Angle from Petland does. I do not think we should have to pay for this puppy. There were so many issues but the main one to focus on now is psychological and emotional trauma for both the pet and owners. The failure of your team to expedite the resolution of this issue has led to more days with this puppy living with us. We have definitely fallen in love with this puppy and we fear that separating this puppy from us will harm it psychologically and the same for us. Had your company been faster at resolving this HUGE issue or more organized with your paperwork this wouldn't be an issue. But since you have Dale a GM who FORGOT after it was mentioned to him on MONDAY to do anything about it. And you have District Managers like Angela who doesn't care about the customer or well being of the puppy this email has to be written. I was informed by your District Manager until the end of our phone call to make a decision (I gave your team a week to come up with these awful solutions). Not cool and not fair! If you guys don't care about the welfare of your puppies we can't be held responsible. If Angela was approachable and were to have asked me how I was doing with all of this and took the time to understand that this is a BIG DEAL I don't think I would be writing this email. I believe we could have come to a resolution that would make everyone happy. I expect a better option to resolve this HUGE error before it gets too far. I think to end this Petland should pay for our Pet including Neutering. That is how I think we can resolve this issue with no further actions required since all of this falls on PetLand for breach of contract, false advertisement, psychological and emotional trauma this has caused. Attached are all original documents we were provided that were false and in breach of contract. Also just as an opinion from a customer: District Manager: Angela - not approachable, doesn't seem to care this is a non issue for her since its not her dog. Store Manager: Dale - didn't care and unempathetic Stephanie -Rockstar deserved a raise and all awards really tried to understand what happened Cassidy- Rockstar amazing employee!

  

  Business response

  10/03/2023

  Dear *****,

  It is our understanding that each of the issues mentioned in your complaint were addressed to your satisfaction and that our representatives provided a discount on your puppy due to the inconvenience as well as ensured you had the correct puppy paperwork. Please let us know if this is not the case. 

  Our corporate team was involved in helping resolve your issues and incorrectly assumed we closed the gap on communication. 

  Our apologies for not reaching out a final time to confirm all of your concerns were addressed. 

  Thank you for being a Petland customer. 

  Petland Inc. 

  Customer response

  10/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20669433
  
  I am rejecting this response because: 
  That is not what occurred! This was a holiday weekend so we wanted to a resolution! We were told that we would have to wait but this was the best that the district manager could do since she didn’t know how to do her own job she was scrambling! This was not resolved to any satisfaction and a follow up has been requested multiple times!

   

  Thus like your company documentation  you are incorrect! 
  Regards,
  
  ***** ******

  

  Business response

  10/09/2023

  Hello,

  We are aware you had additional concerns. Our escalation contact has reached out and left a message for you and we are awaiting a return call.

  Thank you, 

  Petland Inc. Customer Service

  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 7-29-23. Amount paid 3600.00 Petland and AKC 30 day Pet Insurance. Petland committed to provide my family with a healthy female boxer puppy. Puppy was diagnosed with having Giardia and was extremely sick shortly after. My husband did not initial the paperwork (from Petland) stating that he would be responsible for vet costs within the time frame. AKC did not stick to their promise of paying vet bills due to Giardia infection. Petland knew that our pet had Giardia upon purchasing her and this was not disclosed to us, potentially infecting my family as well. All supporting documents are being sent with this statement.

  

  Business response

  08/31/2023

  We are appreciative of the opportunity to respond to the customer's concerns.  We have attached additional documentation that did not seem to accompany the customer's complaint.  

  1. The Charleston, WV store performs fecal exams on their puppies prior to sale and if a fecal sample is available for the first veterinary check following the puppy's arrival to the store, a fecal test is performed at that time as well.  A fecal test was performed two days prior to adoption by the attending veterinarian.  That test showed no signs of giardia (negative for Giardia) and that documentation is included in this response.

  2. The customer did initial/acknowledge the puppy warranty paperwork (page 1 of the attached) indicating he/she understood they may take their puppy to any veterinarian of their choice within 7 days of purchase, but that the store's veterinarian (Riverbend Animal Clinic) was recommended.  This can be found on page one of the attached supportive documentation.  When seeking a resolution, the customer provided documentation showing that the puppy was seen nearly 20 days after purchase, nearly two weeks after the required timeframe for the 14-day warranty to be honored, indicating enough time had passed for Giardia to contracted elsewhere.  Despite the customer not fulfilling the requirement, Petland still provided a $50 reimbursement to the customer for the vet visit mentioned in the complaint.

  3. There were no treatments for Giardia in the store as the customer suggested in the handwritten note.  Metronidazole may have been prescribed at some point prior to being in Petland's care (such as at a breeder or distributor location), however, "Metro" is also prescribed for conditions other than Giardia and was not prescribed during it's time in the store.  In fact, there were no signs of Giardia while in the store and as stated earlier, the puppy actually tested negative for Giardia prior to adoption (as the veterinary notes indicate in the attached documentation.)

  4. The customer is correct that the "Veterinarian Health Exam" document referenced in her complaint does not have Giardia checked.  That is intentional because no signs of Giardia were found or diagnosed.  That section would only be checked if Giardia was diagnosed/found.

  5. The customer also signed/acknowledged the "IMPORTANT CUSTOMER ACKNOWLEDGEMENTS" document that confirms they understood the puppy should be seen within 7 days of adoption, or that a veterinary extension through the Petland Solutions Department.  That signed document is also included in this response.

  6.  As the customer indicated, he/she did fail to acknowledge (whether intentional or intentional) the Puppy-For-A-Lifetime section of the warranty, however, that is unrelated to the concerns noted in the complaint.  The customer may (at their discretion) continue to purchase a Heartland Naturals dog food, supplement, and vitamin every 90 days from Petland to maintain eligibility for the program.  They have not yet reached their first 90-day deadline and therefore, the program is still valid for them.  We do have mail subscription options available to them if the drive is too far and they can work with the store or the Solutions Department to help them satisfy the program requirements.  It should be noted, this is a separate program from the 14-Day Warranty (which has now passed) and the 3-Year Hereditary and Congenital Warranty that remains in effect.  

  7. A full packet of information including all pages of the puppy paperwork can be provided as necessary.  The system has limited the attachments to 8 mb and therefore only the applicable pages referenced in this response are being provided.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May of 2023, my husband and I bought a puppy from Petland in Pickerington for 3000. We had to surrender him, 6 days after due to unfortunate circumstances. We never got our money back, or had the contract terminated. Basically, they got the puppy back and we are stuck with paying for a dog we haven’t had for 2 months with outrageous interest and fees. I called Petland Corporate this morning to get a resolution to the matter and did nothing. This is very upsetting and unfair.

  

  Business response

  07/24/2023

  Dear *******,

  We understand your concern.

  We have a 48-hour return policy that you acknowledged at the time of purchase. You chose to return the puppy after the return window. At the time of surrender, a surrender letter was signed that outlined the specifics and that you would remain financially responsible for the finance contract. A copy of the signed letter is attached.
  

  The financing is an individual agreement between the finance company and the customer. Any disputes or concerns, you would need to contact the finance company.

  Thank you,

  Petland Customer Service

  Customer response

  08/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20355821
  
  I am rejecting this response because: 
  Their business practices are very shady and they are giving me the run around. I called Petland Corporate and chose not to help me with my complaint. I called the financial company and told them the issue and responded by saying that I contact corporate, which I did. So, basically I still have to pay for a puppy I no longer own. That’s so wrong on Petland’s part. 
  Regards,
  
  ******* ********

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩