1/5
posted Mar-03-2012
I frequently ordered from Entirely Pets until a couple of years ago and generally had good experiences. Something has gone wrong since then, apparently.
I ordered several items online on Saturday, 2/11/12. My credit card was charged the full amount on Monday, 2/13/12. By 2/16, they still showed my order status as "in warehouse," so I inquired by email. By 2/18, I had received no response, so I called someone in customer service, who said he did not know why my order had not been shipped or why my card had been charged. He further said there was no way for him to find out because the warehouse was closed. I asked to cancel the order, and he said only a customer service supervisor could do that, and none were there on a weekend (or on the following Monday, a holiday), so I should call back Tuesday, 2/21.
On Monday, 2/20, however, somebody finally responded to my original email and wrote: "Your order was in process to be shipped which is why the charge was applied to it on 2/13 but no tracking information was scanned for the package once it was picked up. I have forwarded this information to the shipping department and a replacement is being shipped today and we will make sure to email you the tracking information as soon as possible for confirmation." This of course made no sense, because if the package was picked up for shipping, why did a replacement need to be shipped? I never got another email with the tracking information. Also, charging a credit card because an order is "in process" is the same as charging it as soon as the order is placed, which is bogus. When I pointed out the inconsistent information, they said in an email that they use various warehouses, and the one for my order was open on Monday and it would be shipped. I received the package on 2/27 -- two weeks after I was charged. The merchandise was OK and the order filled correctly, but the delay and poor customer service are inexcusable and consistent with the experience of other reviewers here.
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![Share](javascript:share_rating({"review_body":"I frequently ordered from Entirely Pets until a couple of years ago and generally had good experiences. Something has gone wrong since then, apparently. <br><br>I ordered several items online on Saturday, 2\/11\/12. My credit card was charged the full amount on Monday, 2\/13\/12. By 2\/16, they still showed my order status as \u0022in warehouse,\u0022 so I inquired by email. By 2\/18, I had received no response, so I called someone in customer service, who said he did not know why my order had not been shipped or why my card had been charged. He further said there was no way for him to find out because the warehouse was closed. I asked to cancel the order, and he said only a customer service supervisor could do that, and none were there on a weekend (or on the following Monday, a holiday), so I should call back Tuesday, 2\/21. <br><br>On Monday, 2\/20, however, somebody finally responded to my original email and wrote: \u0022Your order was in process to be shipped which is why the charge was applied to it on 2\/13 but no tracking information was scanned for the package once it was picked up. I have forwarded this information to the shipping department and a replacement is being shipped today and we will make sure to email you the tracking information as soon as possible for confirmation.\u0022 This of course made no sense, because if the package was picked up for shipping, why did a replacement need to be shipped? I never got another email with the tracking information. Also, charging a credit card because an order is \u0022in process\u0022 is the same as charging it as soon as the order is placed, which is bogus. When I pointed out the inconsistent information, they said in an email that they use various warehouses, and the one for my order was open on Monday and it would be shipped. I received the package on 2\/27 -- two weeks after I was charged. The merchandise was OK and the order filled correctly, but the delay and poor customer service are inexcusable and consistent with the experience of other reviewers here.","link":"http:\/\/www.resellerratings.com\/store\/Entirely_Pets\/review\/1313681#comment1313681","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Entirely_Pets.jpg","store_name":"Entirely Pets","username":"Ranter98","rating":"1"}, "single");){kind=link}