Complaint Review: Pet Supply Express

First and foremost I will give you some background. My wife and I were looking for pet medications (frontline specifically) for our dogs. We found this website: petsupplyexpress.com who had good prices for the meds we wanted. We placed the order and RIGHT after placing the order we realized that we ordered the wrong thing. We tried calling but they did not supply us a phone number- first red flag. We emailed them explaining what happened. 3 days later we got an email back stating that they were having system issues and they the order was already processed but not to worry because once we received the order we would get a full credit including any return shipping charges.

After a month, we FINALLY received the product (which came from AUSTRALIA little did we know that is where it was coming from). The frontline was not the same as the American frontline. In fact, most of the ingredients were the same however they %'s were NOT the same and the manufacturer date was EXPIRED. We didn't think too much more of it since we were returning it anyway.

We send it priority USPS and track the item (2 days shipped). We email them a week later saying that we know the item was shipped and we didn't get a credit. Another week goes by and we get an email saying that we will be credited. We NEVER got credit for the return shipping postage so we email them AGAIN and explain. They tell us that they aren't authorized to credit for return shipping due to credit card rules for fraud. I ask for a check, they say no but we will credit you for another order (are they serious?).

To sum it up here is petsupplyexpress.com in one word: LIARS.
To validate that there is plenty of proof:

1) NOT a USA company
2) NOT the same product
3) NOT requiring prescriptions and therefore breaking US Federal law for OTC medications
4) NOT refunding proper $ amounts when saying otherwise
5) NOT paying proper US Trade Agreement export tariffs

...the list goes on and on. STEER clear of this company, you will only have issues.  See some exerted proof emails which they redacted on are below...

Date: Tue, 29 Jan 2013 16:27:03 +1100
Subject: RE: CANCEL ORDER (OrderID - 505863833)
From: info@petsupplyexpress.com
 To: XXXXX
 Your RA number is: 505863833-PSE

Ship the return to:
Petsproductsxpress
730 Main Street, #353
North Myrtle beach SC 29582

Priority Mail is OK.

Once received a refund for the shipping cost will be issued to your cc.

Carol

From: info@petsupplyexpress.com
Sent: 8 Jan 2013 00:18:04 GMT
To: XXXXXXX
Subject: Re: CANCEL ORDER (OrderID - 505863833)

 We are not able to purchase a pre paid label in Australia for
USA return postage.
 I can issue a refund for your return postage cost.

Carol

From: info@petsupplyexpress.com
Sent: 7 Jan 2013 05:17:54 GMT
To: XXXXXXXXXXXX@hotmail.com
Subject: Re: CANCEL ORDER (OrderID - 505863833)

Sorry,

 Our email server just started working again, I didn;t see
this email before your shipped.

Email me once the order arrives and I can issue a return address
to ship the products to.
 Carol