Customer feedback falls into two clear camps. Many customers mention fast shipping, solidly built crates and gates, and helpful support. Another group describes orders that never shipped, emails and calls that went unanswered, and refund requests left unresolved. Several reviews also mention damaged or incorrect parts and the company declining returns.
Examples from available reviews (Nov 2021 – Mar 2026).
Company didn't respond and failed to refund a returned crate.
“FRAUD THIS COMPANY IS NOT ANSWERING MY PHONE CALLS OR EMAILS FOR A MONTH NOW.”
Initial poor service was followed by excellent customer support resolving the issue.
“The customer service I had this time was EXCEPTIONAL!!”
Received a different, incompatible motor and return was refused.
“The motor received was not the one pictured on the website.”
Crates were spacious, shipped quickly, with good customer service.
“Excellent crates, got the xl and there’s tons of room.”
Many reviews describe little or no help when an order needed attention. A smaller group reports quick, effective support that fixed issues. Negative feedback centers on denied refunds and repeated contact attempts with no reply.
Only a few reviews comment on value, pointing to competitive prices and free shipping. Multiple reports say expensive orders never shipped, which drives strong negative value impressions. Few reviewers weigh price against long-term value.
Users often say gates, crates, and playpens are easy to set up and work reliably. Several customers highlight fast delivery and included installation instructions. No meaningful usability complaints appear in the dataset.
Several reviews call out sturdy, roomy crates and a well-made trolley on arrival. Other accounts mention wrong or damaged parts and the company refusing returns. Praise focuses on build and fit, while complaints focus on incorrect items and breakage.
Feedback on communication splits between quick, helpful replies and long stretches of silence. Many complaints cite unanswered emails, calls that were never returned, and shipping delays lasting weeks or months. Positive reviews point to fast responses and early deliveries.
Overall feedback divides between customers who got their orders on time and those who faced non-delivery and no response. Several major complaints involve costly orders that never shipped. Positive experiences repeatedly mention fast shipping and good product fit.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · bbb.org (3) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Order not received and company failed to respond to inquiries.
“multiple emails continue to go unanswered.”
Company didn't respond and failed to refund a returned crate.
“FRAUD THIS COMPANY IS NOT ANSWERING MY PHONE CALLS OR EMAILS FOR A MONTH NOW.”
Ordered crate never shipped and company didn't respond to status requests.
“Ordered a pet crate but it never shipped”
High-cost order never shipped and owner didn't respond to customers.
“We ordered a cage for thousands of dollars and it was never shipped.”
Order not shipped and multiple contact attempts went unanswered.
“Placed my order but have not seen it shipped.”
Severe delays and poor communication caused missed deliveries.
“It took all most 7 weeks.”
Received a different, incompatible motor and return was refused.
“The motor received was not the one pictured on the website.”
Received damaged part with missing pieces and refund required return postage.
“Supplied me with a part which was damaged”
Initial poor service was followed by excellent customer support resolving the issue.
“The customer service I had this time was EXCEPTIONAL!!”
Order delayed months beyond promised timeframe and communication was poor.
“They said 30-90 days until delivery.”
Gate allowed dog to roam freely and worked as intended.
“Now he is free to roam in and out as he pleases”
Received adjustable freestanding gate promptly and it fit their needs.
“We received the Richell Premium Plus Freestanding gate very promptly.”
Found best price and received backordered crates earlier than expected.
“I found the best price, which included free shipping, with Pet Pro Supply.”
Quick, thorough communication and fast shipping made purchasing easy.
“As a busy professional I appreciate their quick and thorough communication”
Kennel fit well, arrived early and customer support communicated well.
“it also arrived early”
Product in stock, delivered timely, and included helpful installation instructions.
“it is so refreshing to purchase a product online that is in stock”
Fast shipping and quick, helpful responses with high-quality product.
“someone answered me in MINUTES! wow.”
Complains of poor or absent customer service.
“Poor and no customer service too remedy problems”
Trolley delivered quickly and quality exceeded expectations.
“it was delivered so quickly I could not believe it!”
Crates were spacious, shipped quickly, with good customer service.
“Excellent crates, got the xl and there’s tons of room.”
Ordered grooming table and company didn't respond or refund.
“they have not provided me my item and not refunded my money.”
Ordered grooming table and received no responses to calls or emails.
“they will not return my calls or my emails.”
Long delays, poor communication, delivery problems, and missing installation equipment.
“I waited over 6 weeks for my expensive wet table that I was supposed to get in 4 weeks.”
My experience at Pet Pro Supply was very special. It was a one-time purchase, but I will always remember it. Placed an order for a kennel playpen and everything turned out well. The customer care was excellent and they were quite patient with all my questions about pricing, shipping details etc. The assembly video for the playpen is really helpful too! The delivery was quick, I got my shipment in 7 days. The product was very well made and securely packed. All in all, it's nice to see an honest pet store on the web where you can trust them. So happy with the whole experience, will shop again for sure.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Pet Pro Supply Co sells pet equipment and accessories. Its catalog includes pet crates, containment systems, grooming tables, and replacement parts. Customers order through an online store, and the company ships products to them. Product pages usually list specs, dimensions, and installation notes.