"I *was* a very satisfied and happy customer of Entirely Pets for more than 5 years. However, in the last year I have had nothing but problems with every single order I place. I live in CA. Either they run the charges thru my account twice (with a penny difference each time) or they don't ship the items claiming they are on backorder, or the items are received damaged or expired or unuseable, or not what I ordered. My very last order with them thru Amazon has been ongoing for 30 days now. Originally the items I ordered said "IN STOCK" on their website, but when I received my order, it did not have all the items I ordered. I found out that the items were on backorder with no estimated date of arrival, when I asked for a refund for that item, suddenly they said it would be in stock within 1-2 weeks. I waited the 2 weeks and asked for status, they had no estimated time of arrival and told me it was on backorder...again I asked for a refund, then they said the backordered item was in and would be shipped to me within 24 hours - I waited a week and received nothing, emailed them asking for status on the supposedly shipped order and was told that the items were on backorder....AGAIN...I asked for a refund...with no response. The following day I again asked for a refund with no response, eventually I had to file a claim thru Amazon.com. to get the refund. I will never order from these people again...the worst part is that I LOVED this place for 5+ years, I would order and get everything I ordered on time at a great price with very fast shipping...but something has drastically changed in the last year, there has not been one single order that was correct, and this was my last order with this company."
"I'll let you be the judge of this company. I placed an order on the website and nothing was said about any "backorder" of certain products. The products that were in stock were indicated "held to complete". I decided to cancel the order and this transpired:
06:53:49 AM [Barbara] I need to cancel an order that has NOT been shipped yet. There are items on backorder
06:54:06 AM [Joey] May I please have your order number?
06:54:32 AM [Barbara] 6798030
06:55:06 AM [Joey] one moment
06:55:11 AM [Barbara] ok
07:02:28 AM [Barbara] hello?
07:04:26 AM [Joey] i am still checking
07:08:29 AM [Barbara] Joey, I need to leave soon
07:08:40 AM [Barbara] are you still checking the order?
07:11:24 AM [Barbara] I dont understand why its taking so long Joey
07:11:34 AM [Barbara] I gave you the order number and want to cancel the order
07:11:45 AM [Barbara] it has NOT shipped yet
07:13:46 AM [Joey] Everything but the back ordered item shipped out today.
07:14:38 AM [Barbara] no way
07:14:44 AM [Barbara] i did not get an email
07:14:54 AM [Barbara] i did not get confiormation of the shipment
07:15:13 AM [Barbara] I wont accept the order
07:15:15 AM [Joey] Just becuase you didn't receive an email doesn't mean your package did not ship. It just shipped out this morning, you need to allow time for an email to be sent.
07:15:21 AM [Joey] Please refuse the package.
07:15:28 AM [Joey] We can credit you back upon its arrival.
07:15:39 AM [Joey] If you want I can cancel the back ordered item right now.
07:15:50 AM [Barbara] absolutely
07:15:54 AM [Barbara] cancel it
07:16:16 AM [Barbara] did you charge me shipping?
07:16:30 AM [Joey] no
07:17:01 AM [Barbara] your website said that product was in stock
07:17:20 AM [Barbara] there was NO indication that it was out of stock when i was ordering
07:17:39 AM [Barbara] was is my tracking number
07:17:43 AM [Barbara] certainly you have that
07:17:52 AM [Barbara] if you saw that it went out this morning
07:18:00 AM [Barbara] which i will check on myself
07:18:09 AM [Barbara] it is 9:18 am now
07:18:31 AM [Barbara] you are saying that this package shipped prior to 9:18 central time on 10/6/11
07:19:07 AM [Barbara] what is my tracking number
07:20:08 AM [Barbara] i 'm viewing my order now and it says "held to complete" meaning you are not shipping until all the product is availbale
07:20:21 AM [Barbara] this is awful customer service
07:20:40 AM [Barbara] I won't be ordering from you again
07:20:47 AM [Barbara] and wil post this chat on reviews
07:20:48 AM [Joey] It is not updated yet.
07:20:52 AM [Joey] I am very sorry.
07:20:58 AM [Barbara] what is tracking number
07:21:05 AM [Barbara] i've ask you for it 3 times already
07:21:35 AM [Barbara] what is the tracking number?
07:23:18 AM [Joey] Let me rephrase. The order has been processed without the backorder item. This means the package has been set aside with a great number of packages that go out through out the day. I will definetely make a request for this to be stopped and I will get back to you if we're able to stop it. Once again I apologize for any incovnenience this may have caused."
"Would never purchase from this company again. I paid for expedited shipping of 2-3 days. I placed the order on a Monday. The order did not ship until late Tuesday evening. It went regular USPS. The tracking information says that the order is scheduled to be delivered on Friday. This does me no good as I will be out of town by then. Seems crazy to have to pay expedited shipping to get something to go regular mail and take 4-5 days. When you try to call to talk to someone all you get is a hold feature with music and advertisement and of the 4 times I attempted to call them....twice I was placed on hold in excess of 10 minutes. Never will I use this company again."
"I placed an order on 09/05/2011, my past orders usually arrived in 4-5 days. I called to get a status on my order and they told me they switched carriers and that my order would arrive in 2 weeks. Its been over two weeks still waiting. I would suggest to Entirely Pets to change the drop down box on shipping selection to reflect the proper days it will take to deliver (when I placed my order it said 4-5 days). I will think twice about ordering from these guys again. I was a regular customer of Entirely Pets."
"I have to agree with most reviews. This company is horrible. I placed an order with priority shipping and instead of 3 to 4 business days, it took 2 weeks to get the order. Tried to contact the company by phone and could not get anyone except the hold music and advertisements that came with holding. I finally got a hold of someone online and they told me they changed my shipping preference. I was not notifed of the change and would not have known of the change if I had not finally gotten to talk to someone. I cannot recomment this company and I will not order from the company ever again."
"I am surprised to see so many bad reviews here. I have been ordering from entirely pets for a few years and I have never had bad service or slow shipping. I live in CA and often, I get my products sooner than expected. I recently had a bit of a flea outbreak and I desperately needed frontline and I made an order and sent an email to customer service asking my order to ship sooner. I don't know if they saw my email but I received the frontline within 48 hours of ordering. It was 2x more expensive at Petco. My dogs have been free of fleas since that day and I am so grateful. That's why I am writing this review.
Anyone who reads these would be scared to order but as a long-term customer, I have never had a bad experience and I am shocked to see these bad reviews. I will continue to order from Entirely Pets. They have very fair prices and fast shipping.
I don't order dog food from them, to be honest, I haven't found an online store that can compete with the local shops on price, especially after you tack on shipping plus, they don't carry the brand I feed. I order frontline, shampoo, toys, dental products, treats..."
"My first order was a big disappointment. Item did not arrive on time and customer service was not helpful. I had to purchase the item at a local vet hospital. Item finally arrived and I refused it. Waited a week and inquired about a refund. Sales wrote they never received it. I tracked the order online and it had. I was finally granted a refund LESS FIVE DOLLARS. It wasn't worth fighting over. Consumers beware!"
"I ordered about $100 worth of products from Entirely Pets July 19, 2011. The order never arrived. When I called about it I was informed that they had to file a claim internally before they could issue a refund to find out where the product was. I thought that was odd, that a reputable company would have issued a refund no questions asked (or offered to immediately reship my order). But I went along patiently. It is now Sept.2. I have had no refund. I have called four times, each time I have been told that they had to check on my "claim" and that someone would call me back. No one has. I REALLY wish I would have taken the time to read these reviews before ordering from this company. I am considering legal recourse which seems silly for $100, but it BURNS me to be treated like this. For those who think only "complainers" give bad reviews, trust me, I am anything but, I seldom have problems and see the bright side of everything. Avoid this company like the plague!"
"I have ordered from them a few times. A few years ago they were great. The last three orders have had problems. Overcharged...they fixed after emails and phone calls. Wrong product description..they didn't care. Poor product...they didn't care. Careful if you order supplements, poor packaging and damage product. I called and they said they would send me a free shipping email and also a 10% credit. I wrote and called many times...no response and no credit. I am done with them, Amazon has close pricing and a great customer service. I would never shop there again."
"I've ordered from this website for years without incident up until the last 2 orders in 2011. The most recent incident was with one product on the order I placed being backordered. When ordering this was not indicated. I e-mailed checking for status after a week and half to understand why my order was not shipped. Was told the product would ship within 2 days. Six days later when I called I was told they'd call back telling me the ship date. Instead, they cancelled without any notification to me!!!! Turns out the product will remain unavailable for a while, so they just cancelled.
Something's changed recently with this company, and it's not for the better. "
"I had ordered two items plus a sample from Entirely Pets on July 10, 2011. As of today, August 15, 2011, one of the two items is still on hold, even though they have already billed my credit card for the item. They had even charged an extra $2.00 to have the in stock item shipped separately! When I requested help from their on-line help line, I was asked to hold while "Jose" looked into my order. After almost 30 minutes "holding", I gave up. The money involved wasn't enough to waste my day over, but after having ordered from them on quite a few occasions with success, this one leaves a VERY BAD TASTE in my mouth, and I won't be giving them any furhter business. I hope the loss of my business was worth it to them. As stated by others, when they heard the word refund, they went "silent"! Ditto to BUYER BEWARE!"
"I placed a large order of dog stuff with Entirelypets.com. One of the items was a box of jumbo Greenies. When the box arrived, I noticed that the shrink wrap was removed. Upon examining the box carefully, I noticed that the freshness date on the bottom of the box was partially erased. I could still read the date under a bright light if held at just the right angle. This outfit attempted to remove the freshness date and sell me out-dated product! Is this practice legal? I can't believe it is. In any event, this is a despicable practice. Needless to say they lost me as a customer. Buyer beware! "
"Entirelypets is a rip off and just plain incompentent. I Ordered Vaccines overnight at entirelypets.com . Stated two were in stock at their entirely pets store on amazon. Then when I asked to confirm that they would be delivered the next business days, and only after I paid, they were back ordered. They ignored my request for a refund for the next week. Then they shipped the vaccines without my concent while I was out of town, leaving them to spoil in the 100 degree heat. THey must be kept cold, why else do they require overnight shipping. They have again ignored my request for a refund or even address the issues. This is a fraud company."
"So far everything has been great. I'm very nervous now after reading all of the reviews though. I ordered two types of shampoo for itchy skin for my dog who is tearing her sking up itching with allergies. and paid for expedited shipping and it was here within 3 days. I was very pleasantly surprised. I am hoping the product is the real deal b/c I need it to work for my dog very badly!"
"My order of Frontline Plus was filled quickly and correctly and arrived in good condition, and the prices with discounts and free shipping were lower than anyone else, even COSTCO. However, someone in the process stole my credit card number and started running up charges the next day, causing a big hassle. I don't know if they were hacked or just have a thief working there, but BEWARE OF FRAUD AND IDENTITY THEFT HERE. This was an online order paid with AmEx. I didn't use that card anywhere else in quite some time so I knew it was them that stole the number. Customer service refuses to acknowledge that this was their fault or even that such a thing was possible."