Vicki's Paw Spa

I usually enjoy shopping at Homes Alive Pets and have purchased my dog’s clothing, treats and toys here multiple times. They offer a great variety of pet food, toys, and apparel. Unfortunately, my most recent experience was extremely disappointing and unprofessional. In the past, I was advised that clothing items with yellow-highlighted price tags are 50% off, while 25% or 30% discounts are indicated by stickers on the tag. During this visit, I found two identical winter coats in the same size but different colours. One was marked 30% off, and the other had a yellow-highlighted price tag. I asked an employee, Emma, to confirm whether the different discounts were due to colour differences. She checked both items and clearly confirmed that only the coat with the yellow-highlighted tag was 50% off. I selected that coat along with another clothing item that was also marked with a yellow-highlighted tag and proceeded to checkout. However, when the cashier scanned the items, they came up at full price. After I mentioned the 50% discount, the cashier called the manager, Paige. Paige stated that she could only apply a 30% discount. I explained the yellow-highlighted tags and that this had been consistently explained to me in previous visits and was just confirmed by Emma moments earlier. Paige insisted that the items were not 50% off and said that if they were, it would be clearly stated on the tag. At this point, the interaction felt more like bargaining at a flea market than shopping at a retail store. I asked Paige to confirm with Emma. When Emma returned, she spoke rudely and said, “I told you only the one with the highlighted price tag was 50% off and the other coat was 30% off. What is the problem?” That was exactly what I had been explaining to Paige the entire time. Paige was not even paying attention during this exchange, and when I asked if she heard the clarification, she responded dismissively, saying, “That’s fine, but it will be a final sale.” The entire situation was uncomfortable and unprofessional. As a manager, Paige seemed unaware of basic sale guidelines, did not acknowledge her mistake, and offered no apology. Instead, she came across as patronizing. I genuinely like Homes Alive Pets, but experiences like this can easily stop customers from returning. Better training—especially for managers—on sale policies, communication, and customer service is clearly needed.

The store is always so impeccably clean and tidy, its very easy to find what you're looking for, competitive prices and great discount day on the 1st tuesday of the month, staff have always been friendly and helpful. I am so glad my Uber driver told me about this place haha! There's this one gal that works there, I dont know her name but she is younger and has quite a few tattoos, she is my absolute favorite there! She's always so cheerful and makes good light hearted conversations with me. I really appreciate the great offers and service :)

I Had such a fantastic experience at Homes AlivePets today. Adrian and Paetyn went above and beyond to help me. Paetyn was so friendly and knowledgeable, taking the time to answer all my questions and she made sure I found exactly what I needed. Adrian helped me with my last minute inquiries and signed me up to the rewards program when I finished my purchases. In the end Paetyn still went the extra mile and even carried the heavy items out to my car for me, which I appreciated so much!! Their kindness, patience, and genuine care really stood out and made my visit such a positive one. Thank you again to Adrian and Paetyn—you both are amazing! I’ll definitely be back and will be recommending HomesAlive to every pet owner I know. My only wish is that you had a store in the Maple Ridge, Mission or Abbotsford areas. But I now know I can order online as well and I am just so impressed with the incredible selection of quality human grade products 🐾 Wow thank you!! -Carol