Ren's Pets Depot レビュー 35

Canadian owned Rens is my go-to for dog treats;

Very fast shipping but good luck trying to get a response from their customer service team. It is a headache to get any clarification on what happens when a package gets stolen. No one offered to resend or reimburse my item, which is insane. The customer should not be the one at a loss for such a big company. Will not be ordering online from them any time soon.

I placed an order on line and it’s was delivered quickly. However I was shorted 24 cans which equals about $50 worth of product. I have called multiple times and left detailed messages and I have emailed. I cannot get anyone to call or respond. I’m feeling as though I’m out the money. Won’t be buying here again.

I placed an order it was to arrive the next day, it did not. I emailed the company and called the company and received no reply just a voicemail indicating they are receiving a higher than usual volume of calls?? they also indicate they need up to 48 hours to reply to calls and emails?? My order arrived late and only half of what I paid for was in the box. I have reached out to inquire about the other half of my order, hopefully I get a reply today not sometime down the road as they have charged my credit card five days ago for items I never received. Very inconvenient service so far. In store experience is much better.

Rens online customer service is terrible. I’m trying to get a hold of them to get a status update on my package which should have arrived a month ago now I would like to cancel it, but there’s no option to cancel an order online.

Went into the Baseline store in Ottawa. Bought a pair of Canada Pooch Soft Boots. Put them on my dog. Walked around one block only to discover a tiny rip in one pad of a boot. Called the store. Manager said it would be like buying a coat and getting a rip from snagging it. No. These are boots meant to walk on salty sidewalks. Perhaps that rip was there already? They have to have some durability. Basically, nothing they would do for me. She said the boot was discontinued so nothing to do about it. Nowhere on their site nor in the store did I see they were discontinued.

Now I'm stuck with boots for which I paid $74 (taxes included) that will fall apart before the winter is over. Ren's told me to contact Canada Pooch. I did, but have heard nothing back.

Never had a problem with in-person service. However the online service was a completely different story. When you order online you are not actually given a tracking number so you cannot track your delivery. After over a week I still have not received my order. You cannot speak with someone directly at the contact centre, you have to leave a message and hope they call you back within their indicated 24 hours. They told me my items would be delivered yesterday however they were not. So I emailed to get my tracking number (this should be included automatically, I should not have to reach out to get it). Finally called the delivery service Nationex, who in ONE phone call gave me all the information that I needed, that I could not get out of 2 emails and 2 phone calls to Ren's directly. Turns out that even though my complete address is listed in my online account, Ren's failed to give my unit number to the delivery service so they were unable to deliver. Ren's online is the worst online shopping experience I have ever had. Guess I will have to stick to the instore, even if the sales aren't the same.

Worst customer service ever. Website PayPal option does not work and hasn’t for some time. When food is advertised as on sale, it is conveniently out of stock or very limited quantity

I did not receive my order, although it stated it was delivered. I have left 3 voice messages, 2 emails and one text. It has been 2 weeks and still wainting on a return call. I will never shop here again. This is the worst customer service!!!

I placed order on 11/19/2025 today is 12/20/2025. no product shipped. partial and random refunded. nobody picking the customer service call. nobody replying email (waited 2weeks).

I am extremely disappointed with the level of customer service I’ve experienced. Despite sending multiple emails, completing the online form, and calling several times, I received no response. When my order finally arrived, most of the items were missing—yet my credit card was charged for the full amount. I’ve been a loyal customer at their physical store for years, but this experience has completely changed that. I never expected such poor service from a major pet store chain.

Update:
After further attempts through their voicemail system, I finally received a callback. I was told the missing items were back-ordered—something that was never communicated to me. Their own website FAQ states that back-ordered items will not be charged, yet my card was billed in full. I was also informed it could take up to 30 days for those items to arrive. With no written confirmation provided and given the lack of transparency and failure to follow their own policies, I requested a refund for the remaining items.

When placing an order it said 2 days for delivery it's been 6 days and when I try tracking it it doesn't recognize my order number. With that being said it hasn't shipped yet. I have called, texted and email with a STOP shipment and refund and it's going on 3 days with no response.

If I could rate this horrible company 0, I would.
I called one week ago, and I STILL haven't received a call back. I called 4 times and sent 3 emails letting them know why they shipped an order and billed me, after I cancelled it 7 days ago. DO YOURSELF A FAVOR and stay far away from them.

If I could give negative stars I would do that. This company has no regard for customers. They are non-responsive when things go wrong. My order was delivered to the wrong address in a city hours away. Despite calling and leaving messages, emailing and asking for information I have not been contacted by anyone from Ren's. Do not use this company.

I placed an online order and 20 days later still nothing! I received an email indicating my order was received and an email would be send to me once the order was shipped. Almost three weeks later and I still haven't received my items or the shipment information about the status of my order. I have emailed and tried calling (had to leave a voicemail) and 5 days later still no response.

This is a very generous rating based on the customer service I received today.
I have shopped Ren's Pets in Sudbury for a few years....as of today that comes to a very abrupt end.
I have a dog with a long list of protein allergies, I make monthly trips to Sudbury from the Sault Ste. Marie area as they carry a wider variety of proteins in raw food then I am able to source locally.
I placed two orders over the past 7 days, a friend was going to be in Sudbury and was going to pick them up for me. I received an email this morning telling me that my first order had been cancelled. I checked the email and could not find anything stating why the order would be cancelled, I called the shop and spoke the the associate that "cancelled" my order she informed me that they have a seven day hold. I asked that it be ready to be picked up within a few hours, she refused to redo the order and informed me that they do not allow anyone but the purchaser to pick up the order. I asked to speak with the manger and after a very long hold she told me there was nothing she could or would do. These policies are what they are and are truly not my issue.
My issue is that I left a VERY detailed voicemail yesterday the 12 of November, (it was after 9am as I had checked the opening hours), I let them know someone("a friend of mine") would be picking them up today, with their name and phone number, and they would be providing my pick up emails. I was also very clear in giving my phone number and repeating it along with the order numbers and my email address. My message was NOT returned.
I understand that this is just a paycheque for the associates I spoke with today, but for me a pet parent that relies on multiple proteins to keep my dog in a comfortable/healthy state without have to treat terrible allergic reactions with medications is a top priority. Businesses all around are closing their doors, one would assume that providing good customer service would be high on manager's priority list.

Horrible customer service. Made an online order for some puppy needs on October 20. I have not received any comfirmation email nor has my order arrived yet. Have emailed them numerous times , all have been ignored. Called my local Rens store and they told me they cant do anything about any online orders. Told me to email them, yeah what a joke. I am beyond frustrated with them and our family will be switching all our pet needs to another pet store.

Went to the Oakville location to pick up dog food and treats for our IG. Dana was so helpful and helped us find a larger bag of dog treats that were not on the shelf. Very friendly and helpful service. Truly enjoyed our shopping experience today. Thank you Dana for the great service today!

I pointed out that they overcharged me for a rug that was on sale. I was made to feel it was my fault for the inconvenience
No apologies nothing
Just poor customer service