"They're great until something goes wrong. On Dec. 29, I made an order and paid for expedited shipping. In the order was a course of medication my dog was taking. When the order did not arrive, in spite of allowing for the holiday, I tried several times to contact the company, but my emails went unanswered. I finally found time out of my work day to call and found out that my order had not, in fact, been shipped via priority mail as requested and paid for. Because of that, I had to buy the medication locally instead. I received my order approximately three weeks after it had been placed. I have tried to return the medication (unopened) and it has been received in their returns facility (according to the tracking number), but my account has not been credited. Another email went unanswered. I took time out of work AGAIN to call them, just to be told it could take an additional "two to three weeks" to process the return. This is insane and I will NEVER do business with them again and I will warn others about their shady customer service. I have sent no fewer than five emails and made at least three phone calls and this issues is still unresolved. They've lost another customer!"

"I was leery of ordering from Entirely Pets because of the terrible reviews I saw here. My experience with them was
ENTIRELY POSITIVE!

I'm in Canada and the prices offered for items I needed for our rescue group were worth taking a risk. I'm glad I did. The order arrived in good time and was exactly what I expected.

I guess that people are more likely to complain about a problem than they are to praise good service.

I plan to order a lot more in the future."

"I got a open and contaminated bag of treats in the mail from them! Takes them two weeks to respond to me to let me know I need to call yet another number to get this sorted out. Probably would be faster to hit up the Better Business Bearu if you have issues with this retailer. AVOID ENTIRELYPETS.COM."

"I placed an order on Dec. 28. On Dec. 30 I received an email from Entirely Pets telling me my order had shipped and providing me with a tracking number. I was unable to track the number until Jan. 3, when I was told it was in Sparks, NE. On Jan 5 it went to West Sacramento and then Fresno, CA. On Jan 8 it was still in CA, now in San Bernardino; three days in CA, and still not on its way to me in Texas. I have sent five emails to Entirely Pets; no answer. I called Entirely Pets this morning (Jan 9) and was told it would have to be researched and the "William" would call me back with more information. No call from William. I called again this evening and was told by another person that William had initiated a research request, which would take at least two days to complete. But no one had the courtesy to call me with that information. I would advise anyone thinking about dealing with this company to take their business elsewhere. I will never recommend Entirely Pets, and will never deal with them again."

"I used to be a regular customer, but will never order from them again. I recently placed an order and paid for priority 2 - 3 day shipping but my order was shipped ground 4 - 8 day. In addition, the shipping fees posted on their website do not reflect the actual amounts they charge. They actually charge $3.00 more than the shipping fees shown. When I emailed them about this, the shipping overcharge was temporarily corrected on the website. However, I did not receive a refund or credit for the amount I was overcharged. Since then I have discovered that they are once again overcharging for shipping. "

"I purchased 3 items, flea meds for my dog and probiotics for my dog for a total of $90.
The probiotics were feline so I called to see if I could return the item for the dog probiotics but they didn't carry them so I got a return authorization. Sent the 2 bags back, paid for the shipping and got a proof of mailing. Thank god I did that because the company said they never received the return. The post office told me it was delivered and received on Nov. 21st. I emailed customer service and provided them with this information and they insisted that I provide the tracking number which I did. I was then promised a credit. Weeks go by I get no credit so I email CS again, go through the same info over again with all my back up info. I then am told I will get the refund but there will be a $4.95 charge for shipping. Why? I have no idea there was no shipping charges at all on their end. When I emailed them again about the shipping charge I get an email that says do need assistance with this issue still? If so contact our customer service or call our toll free number. I was obviously enraged since they did not respond to the $4.95 shipping charge and responded in kind: Are you insane?
Very dissatisfied doesn't come close to my opinion of this company who I hope is soon out of business. I will help that happen if I can."

"I placed an order on entirelypets.com on 12/15/11... I was buying my niece a Water Dragon for Christmas and the prices seemed wonderful. After reading on their shipping info page that their orders typically ship out within 24 hours, I figured getting my order before Christmas would be no problem, but I paid a little extra for 2-3 day shipping, just to be sure. I emailed customer service the next day to find out when my order would be shipping. The response was "your order will be shipped in two shipments. Thank you for your interest in Entirely Pets."
Ok.... I checked my order status, It showed "on hold" with one item on backorder. That's fine. I can live without that item.
So I emailed them again, on the 17th to ask WHEN my order would be shipped again. I received no response until the 21st. The response said "Your order indicates it was shipped out on the 20th. Sorry for any inconvenience this may have caused." Checked the tracking info they sent, and it showed it was shipped out on the 21st. At this point, I'm very annoyed.I mean, I understand being backed up during the holidays due to increased order volume, but a simple email or phone call explaining the situation so I could at least make other arrangements would have been all it took to keep me happy.
Of course, I did not receive the order by Christmas. After Christmas, I emailed them with details of all my problems with their service, and to ask them to cancel the backorder. I expected at least an actual apology, and maybe a small attempt not to lose my service. The response was "The remaining items have been canceled. We are sorry for the inconvenience this may have caused. Thank you for your interest in Entirely Pets." Sound familiar? Copy and paste much? Needless to say, it is now 12/30/11 and my order has still not arrived. So much for 2-3 day shipping.... I am constantly buying pet supplies and spend (admittedly) WAY too much on my animals. Had these people simply communicated with me, things would not have been quite so horrible, and I would have considered buying from them again, when I wasn't in a hurry. But that will definitely never happen again."

"Beware of this company and make absolutely sure that you want the item you are purchasing from them. They are terrible with returns. You have to pay for return shipping. I purchased an Otis bumble ball which is a toy marketed for dogs. It's a terrible toy for dogs, didn't last 3 minutes with our "medium sized" dog, parts come apart. It took me 3 phone calls and 2 e-mails to receive instructions on how to return it. Lets see how long it takes to get my $$ back on the toy. Down $8.00 on shipping alone. Order arrived within 6 days. I will probably not purchase from them again.
J. Atkinson"

"I ordered 2 kinds of Dog Vitamins,a 6 pack of ProZyme,3 pack of Joint Max Pills & Joint Max Treats on Dec. 1st. I received everything on Dec 7th. They are in California & I'm in Florida so I thought that was very Fast! I've ordered MANY times from them & Never had a problem so I'm shocked at all the bad reviews I've read. I would definitely recomend them & will order again!!"

"Don't order anything from this shop. I was quite happy with them until one of the order was not delivered. Since that time (about a YEAR ago) I have been trying to get my money back! They merely scoff, every time replying like "we will forward your message to...." and nothing happens!"

"They backorder items and ship them 6 months later to an address that you no longer live in (while no email of shipping or confirmation is ever received to alert the consumer) and then when you see that charge on your bank statement and try to resolve with the total screw-up by entirely pets, they want you to return the item in order to receive the refund. UHHHH NOT HAVING RECEIVED THE ITEM SINCE YOU MAILED IT TO AN ADDRESS I HAVEN'T LIVED IN OVER 6 MONTHS?? yea, somebody's paying for their screw-ups, let it not be you! "

"I placed an order 10/30/11 in the morning and paid extra for 2-3 day shipping. The products supposedly left the warehouse on 11/2/11 (3 days after ordering) and I have yet to receive them on 11/10 - 11 days later. I contacted them by email and they did refund a $2 shipping charge to my credit card. Yay! I'd really like the medications and products that I ordered two weeks ago."

"I purchased a product online a month ago and got a confirmation that the order was placed. I contacted a week ago about my order still not arriving and they told me my credit card was declined which isn't possible since I've been ordering other things online and they've all gotten to me. I asked if I was ever supposed to get a message from them stating my card was declined and instead of answering my message, they sent me an apology for taking so long to answer my email and gave me a 10% off discount for my next order. Today I get an email asking me to review the product I bought which NEVER got here. I go to their website and chat online with their customer support representative Joey and he told me again that my card was declined and took a very long time answering my questions of if I was ever supposed to get a confirmation that it was declined. He said I was and I asked why I never did and he instead asked, do you want to cancel the order or give a new card number. This is a company I will never ever do business with again. Horrible experience, first and last time. Don't buy anything from this company. I will have to check my credit card statement for this month to make sure they didn't charge me for the product that I have never gotten."

"Read the other reviews on this site and you will see a common pattern. I sent the following email and have never received a response from Entirely Pets. Called today to cancel an automatic reshipment order. Calmly and clearly told the customer service rep why I was calling and that I wanted to cancel the pending order. He took my information and then said "now, how can I help you?" Hello!!! I gave him the information again. As I was giving him more information, he abruptly put me on hold without saying a word. Will not be back to Entirely Pets.

I have ordered several times from you in the past either directly through your site or through Amazon. Order was placed on Tuesday, September 27th. After several of days, and not receiving any type of shipping or problem notice, I went back to your site to see what was going on. One of the items was on backorder. I was never notified by email, phone call or anything. I waited a few more days and called to see when item was coming in. Representative said he would go ahead and ship out all the other items in the order.

Shipment was sent out on Thursday, September 6th. I have never had a package take so long to arrive after you shipped it. I have included the screen print showing that this package seemed to visit many states since it was shipped on Thursday, October 6th which will be 2 weeks ago tomorrow. It is absolutely ridiculous that it has taken this long for the shipment to even begin to look like it might be received by the end of the week.

I called your company twice to inquire about the package and was treated rudely both times by your customer service representatives. Repeated the same thing that it can take 8 business days for something to arrive and that Columbus Day may have slowed it down. Ridiculous! As of tomorrow, it has been 10 days. I purchase many things on the internet and have never had anything take this long - even USPS parcel post! I understand you used Newgistics as the shipping company for the first order, but the order originated with your company.

FYI, the backordered item shipped USPS on Saturday, October 15th and it arrived ahead of the original order on Tuesday, October 18th! STILL waiting on my original order which looks like it will be Friday or Saturday before it arrives.

VERY unhappy customer!"

"JUST AWFUL!!!!DO NOT ORDER FROM THEM. MOST ITEMS ARE BACKORDERED OR WILL BE SHIPPED INCORRECTLY!"