Complaint Review: HealthyPets.com - Internet

   I placed an order with Healthy Pets on a Saturday night. The order confirmation email showed the address was missing the house # and the word "road". I feared that the package wouldn't reach me the way it was written, which was an error that ocurred on their website. I tried to go to "my account" on their web site to try and fix the address issue. However, the site didn't let me change anything, even though it said, "we appear to have 2 different addresses connected to your account". 

   At that point, I sent in a help request email directly on their site, since the live help was unavailable. I explained the delivery address error, and asked that they enter the address correctly on my order. I still have not gotten a response to my help request, and it's been almost four days.

   As a backup to my email, I called the Healthy Pets 1-800 number. No one answered. There was an outgoing message saying nobody was in. there was no option to leave a voicemail. When I called again on Sunday, no one answered. Then I called again on Tuesday, since Monday was a holiday. The female service rep rudely said that for the best response to my incorrect address issue, I "should have called over the weekend." Um...I DID! First she responded by saying people were available to answer phones on the weekend. Then she said they weren't available until Tuesday, but that people were in the "warehouse" all weekend.  

   I was then told that there was "nothing" that could be done to fix the address issue because the package had "probably" left the warehouse already, since they process and ship orders quickly. Yet, there was no way to track my order since it was one of "thousands".  This receptionist talked down to me, gave me excuses and lied to me. Finally she said she'd find out if my items had left the warehouse or not. I asked for a confirmation email that specified whether my package had indeed left the warehouse. She said she's email me EITHER way to let me know. I never got an email.

   So I called back. I was on hold for FIFTEEN minutes. Then another service rep told me that the package HAD indeed left the warehouse and couldn't be intercepted no matter what. He said there was no possible way to change the destination address to the correct one. I asked him how we could be sure the package would reach me if the address was incomplete. He assured me that within a few hours, I would receive an email with a package tracking number. That way, I could try to track the package on line with the hopes that, despite the address error, it would reach me. I never received any email with a tracking number, or even a status update. I never got any emails at all.

   When I checked the site for an update to my order 24 hours later, after receving no communication, my order still said "warehouse". I called AGAIN and waited on hold for 15 minutes and conveniently the call was disconnected on their end.

   I called back again. A third sales rep said that he'd find out my order shipment status and put me on hold. He came back and said "I have good news". He indicated that the package had still not left the warehouse. Wait! At first, it "might be" still in the warehouse but there was "no way" to find it among the "thousands" of orders. Then, it HAD left the warehouse and it was "too late" to change the destination address. THEN, miraculously, the package was still in the warehouse! I'd been lied to several times.

   So, this third sales rep said that, because my order hadn't shipped yet, he could make sure the destination address was correct before it left. Disgusted, I said, "Just cancel the order." The sales rep said that there was "no way" to cancel the order, since it already had been "processed". I asked why he COULD change the destination address for a shipment that had not left the facility BUT yet he could NOT cancel the shipment. He did not have a good reason. He simply said it was too "complicated".

   I asked him twice more to cancel the order and he refused. I am now working with my credit card company to dispute the charges. The credit card was conveniently instantaneously charged when I placed the order after midnight on a Sunday in the wee hours of the morning. Yet the business was supposedly not open at that hour. AND, the Healthy Pets web site indicates that credit cards will not be charged until the shipment leaves the facility. My shipment is still there and my card was charged almost four days ago!

    This business is POORLY run and is a disgrace. Had I known that this was the same company as EntirelyPets, I never would have placed the order. I banned Entirely Pets long ago for these same types of customer service problems And shady business practices.