Customer feedback for Pet Pro Supply Co is polarized. Many reviewers praise product quality, speedy shipping and useful assembly instructions for items that arrived as described. However a substantial cluster of recent reviews report unresponsiveness, unshipped orders, delayed refunds and wrong or damaged parts. If you consider a purchase, confirm order confirmation, expected ship dates and return policies in writing for high-value items, and keep records of all communications. These steps can help manage risk given the mixed pattern in customer service and order follow-up.
Examples from available reviews (Nov 2021 – Feb 2026).
Order not received and company failed to respond to inquiries.
“multiple emails continue to go unanswered.”
Initial poor service was followed by excellent customer support resolving the issue.
“The customer service I had this time was EXCEPTIONAL!!”
Fast shipping and quick, helpful responses with high-quality product.
“someone answered me in MINUTES! wow.”
Quick delivery, helpful customer care, and a well made kennel playpen.
“The customer care was excellent”
Many customers report slow or absent customer support, missed callbacks and unresolved refund requests; some reviews still describe helpful, patient staff.
Some buyers report paying for expensive items that never shipped or required paid returns; others note competitive pricing and free-shipping deals.
User experiences vary: several reviews cite unfulfilled orders and long delays, while others report easy setup, useful videos and prompt deliveries.
Most product comments are positive: customers describe sturdy crates, well-made gates and reliable fittings; a minority received wrong or damaged parts.
Numerous complaints highlight unreturned emails, voicemail-only lines and inactive chat; other reviews describe quick, thorough responses and proactive updates.
Overall impressions are split: many customers report successful, timely orders and good products, while many others report unresolved orders and refund problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · bbb.org (3) · Collected.reviews (1) · Quotes shortened · As of: February 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 is an online retailer of pet equipment and supplies that serves both consumer pet owners and industry customers. Shoppers commonly evaluate the company on product range (crates, gates, grooming equipment and parts), shipping, returns and customer support. This summary compiles customer feedback to help prospective buyers assess service reliability and product quality before purchasing.