canadianpetconnection.ca Reviews 3

I wish I'd read these reviews before placing an online order of over $150 worth of cat food with this company! It seems chaotic delivery and poor customer service is standard. They provided neither advance notice nor confirmation of delivery until nearly 5 hours after the parcel was delivered, in downtown Toronto where porch theft is rampant. The parcel was stolen from my front porch while I was at home, unaware that it had been delivered! I found the damaged box outside with only a cheap cat toy remaining. The company did not respond to emails and voicemail messages for four days. When I finally spoke with someone they refused any responsibility and claimed they had emailed me the night before (no sign of their message in any folder). They need to upgrade their communication system and hire a more reliable shipping agent if they expect to retain online customers, especially in big cities. (BTW they also go by the name of Harbour Hound Pet Supplies and use both names in their automated email system, adding to the sense of chaos and confusion.)

Placed my order 2 weeks ago for 1 bag of Smack salmon fusion and 2 Honest Kitchen stews. I got the stews at the end of last week, but no Smack dried food. Called them, left a message on a voicemail 2 days ago and still haven’t got a call back. I paid for it all and it was supposed to be shipped all together. I call back this morning, voicemails for the retail floor and the shipping department. Can’t get a hold of them. Extremely bad experience and customer service! Do your business somewhere else.

I tried out several online pet food shops and this was by far the worst. There was no communication explaining or apologizing for the delay, they just ignored me after I placed my order until a month later when I got a shipping notification. I thought they must have been waiting for some out of stock items so I was happy, because I hate having something cancelled after I made my choices, then I have to decide whether I want it badly enough to seek it elsewhere, and waste more time searching around for it again. So I would rather wait a month than have a partial order. Well, turns out that isn't the explanation for the delay. I got another email shortly after, telling me I'd been refunded for not one thing but three things! Out of something like ten things that's kind of a lot. A month wasn't enough time for them to gather up the stuff they sold me?? Wow. Also there was no shipping subsidy. But there was one positive- the packing was good. There was some unique stuff I'd describe as a paper alternative to bubble wrap, so I guess it's green as well as very protective. Nice.

FYI the shops I fell in love with are Homes Alive (fast shipping, what's listed as in stock seems to actually all be in stock, they subsidize the shipping fees, and they sell a lot of canned foods one can at a time so you can try new things without committing to a whole case! they do pack fairly well but use bubble wrap so that's not very green) and Naturally Urban (has smaller selection and sometimes has a delay for out of stock, but they communicate about it very clearly, they also subsidize the shipping fee, and they pack very well, using wads of a miraculous stiff paper). Natural Pet Foods has meh selection and packing and took a couple weeks to ship. PetOnly packs absurdly recklessly giving the highest dent ratio, and if you complain they lip off LOL. I avoid them due to that but they do have a huge selection. If you want something obscure and can afford to throw away a quarter of your order due to mangled cans, maybe it makes sense to shop there sometimes.

So in a nutshell, I would not shop here again, instead I will be using Naturally Urban sometimes but mostly Homes Alive.