Pet Supplies Plus West Hempstead

This was by far the worst customer service experience I have ever had. I placed an online order to pick up at this store during their 20% off sale for two 3-lb bags of Primal cat food (salmon and chicken) and 15 cans of Friskies shredded food. The website showed the items as in stock. I received an order confirmation and a “ready for pickup” email. After driving 15 miles to the store, I was told the Primal food was completely out of stock and they only had 5 of the 15 cans available. No one contacted me in advance to inform me of this, despite the fact that I clearly wrote in my order notes that substitutions (except liver and turkey) were acceptable. My credit card was charged $54.37 for the full order. Only after I questioned it was I told I would be reimbursed for the missing items. I spoke directly with the manager, Emily. When I explained how disappointing this was and mentioned that I would be leaving a Google review, she simply said “okay,” without any concern or attempt to resolve the issue. At no point did anyone apologize. An acceptable resolution would have been a simple word of apology and an offer of discount coupons toward a future purchase. Instead, there was no accountability, no effort to retain a customer, and no compensation for the inconvenience. I also later checked the website, and the out-of-stock item was still listed as available at the sale price. This reflects inaccurate inventory representation, poor communication, and extremely disappointing customer service. I will be filing a complaint with the Better Business Bureau. Very disappointed. I will not be returning.

Came here for dog and cat food but the cashier also tried to sneak in extra charges for 50 crickets which I didn’t need or buy. One of the foods I purchased had a paper next to it that said if you spend $50 you get 20% off. The manager Monica who not only was extremely unpleasant to deal with and rude, but was also unwilling to hear or believe anything I said. She accused me of stealing the crickets but I only have a cat and a dog at home, while also changing the rules of the previous paper I mentioned to me needing to spend $50 on the single brand of food. I also have a family member that works for the company but they refused to give the discount “because they don’t work for me.” This isn’t my first time coming to this store but this is the first time I asked for a receipt who knows how many times they’ve done this, not only to me, but to others as well.

In general, this pet store offers high value and good quality, with available parking and a well stocked selection of products (better than their competitors). However, the self service wash is the main draw for me. I have not had issues with the thirty minute limit, but I did recently experience inconsistent enforcement of the hours of operation. If the self serve closes at 8pm, or within an hour of closing, please post/state so.