petvalu.ca Reviews 21

I was in the Pet Value on Fairview St, Burlington, today getting some pet food. I asked about a cat tree because I wanted to buy it. There was no price I could see. I called for help three times, but the two staff members were having fun with a friend who was hanging around behind the counter, so there were three kids there. Finally, after calling three times, a staff member came over, wondering what I wanted. She could not find a price, nor could the other staff member. I said not bother if they can't find it. I was paying for the food when I saw the friend who was hanging around, smirking. I bet the owner would like to know he missed out on a good sale. I do not like having to deal with kids working when they have friends hanging out in the store.

I am very disappointed with my experience with Pet Valu.

My order #2352046399, placed on January 4, was lost. I want to clearly state that I have no complaints about the store staff — they only process completed orders and were not responsible for what happened afterward.

I also want to highlight a concerning practice that appears misleading: products are advertised at promotional prices, but after placing an order, such orders are not confirmed or simply disappear without clear explanation.

The main issue was customer support. Instead of resolving the problem professionally, representatives raised their voices and limited the solution to only two options — wait an undefined amount of time or request a refund. There was no real effort to investigate the issue or provide clear communication.

This situation was not my fault, yet it was handled in an unprofessional and disappointing manner. I expected a much higher level of customer service from a company of this size.

The Applewood location of PetValu is not only my preferezs local pet store - it is my goto for advice on my pzts. The staff are exceptional - knowledgeable, experienced in pet care - trustworthy. Their advice and support has helped save a few lives in my family. It does not get any bztter.

Do not like being treated like a thief. I probably won’t shop there again.

If I could give you no stars I would in stores they have buy 3 cat or dog toys and get two free NO were on the sign does it say you have to be a member to get this offer I left my idems at the counter and will not shop there again

high fish mortality rate , last 2 purchases 4 out of 7 died within 1 day . Most tanks have quarantine do not sell stickers on them . The ones that don't have murky looking water . I don't think tanks are given proper care and cleaning

Nice store, good products , good location

Too bad it looks like a garbage dump outside.
The front of the store is full of litter for several days now.
Why don't the staff clean it up ?
Not appealing to go in the store.
Location on Calgary trail near Whyte Ave

I opened a box of bulk cat food delivered from the Pet Valu warehouse, to find HUNDREDS of bugs in the box. I taped it shut right away to stop the bugs from infesting my home and their customer service wanted me to take pictures if the inside of the box - did they even read my comments? Clearly they didn’t care about my negative experience. I told them to have the box picked up as I was not going to reopen it and they could see for themselves the extent of the infestation. I also recommended they check the other boxes where this one was kept so they could do some damage control but that was the last (and only) time I heard from their customer service. Their customer service is very poor. After what I experienced when opening their box, they should not only refund my purchase but provide an apology for the disastrous shipment. I will likely never shop there again, after being their customer for over 20 years. Incredibly disappointing.

Ordered dog food and received tracking number (GLS). Details show delivery as Feb 21. Then updated to Feb 24. Later, on Feb 24, details state mechanical issues but no further updates since.
I contacted Petvalu to request a fund. They refuse to issue the refund until their carrier confirms they will return the item to Petvalu. This is an issue between Petvalu and the carrier (GLS) they elected to use. It is not a customer problem. Whether the item is returned to Petvalu - by their own carrier - should not impact the refund I am due for not receiving the item.
Would not recommend Petvalu

They advertise two day shipping on their website, and you have to pay $22 for it. In reality, it isn't two day shipping. You pay extra, but it takes two days to process the order on their end and can take up to six days for delivery. Never shopping at pet valu ever again!

While I have nothing against my neighbourhood store this is a one star review about their delivery service. Recently I have been bed ridden after surgery, I needed dog food so I put in a delivery order. 2 days ago. I called Customer 'Care' today and was informed that my order has still not left the warehouse. I have asked that the order be cancelled. Hopefully they are least know how to do this. Don't use their delivery service. Customer care is a joke.

Petvalu.ca ordering. 13 days from ordering until delivery (albeit over Christmas holidays). Still this is not competitive. When finally shipped it was delayed a further 2 days for reasons unknown. My inquiry to petvalu was never even acknowledged. No notification that my order had been shipped. We will still shop at our local Pet Valu store when we are again well enough to get out but will never order online again. Another company will get out money.

I’m very disappointed with the delivery service. Despite clearly explaining that I was sick and unable to go downstairs, and specifically requesting the carrier to bring the litter boxes to my front door, they left two extremely heavy litter boxes in the lobby. I had to drag them upstairs myself, which was a struggle given my condition. This lack of consideration is unacceptable.

My local Pet Valu is a franchise. The owner is clueless, but the staff is great. My rating is in regard to the corporation.
We had stopped ordering for delivery because EVERY time we did, there were delays and issues. They used to have a 2 day delivery guarantee if you ordered before 10 am, Monday -Thursday. Once, after a week long delay, we were told that the order didn't qualify because it had been placed at 9:40am and "...the system sometimes takes up to 30 minutes to register the order". The person didn't agree that a week to deliver from Brampton to Toronto was unreasonable, nor that we should not be penalised for their faulty ordering system. That was when we stopped ordering, and found other places to shop for everything except the cat litter.
This time, I had to order because I was unable to drag the bag home myself.
I emailed customer service twice. Once, with a question over the tracking, once regarding the delivery date. The delivery came a week after I ordered, and it's now been two weeks since my order was placed, and there is still not a single reply from the company.
They HAVE managed to start sending me marketing emails again, though.
I hate to penalise the franchisee but how else do you get the company to hear you, except stop spending money there? I also prefer to support a Canadian company but, not when the service they provide is sub par.
Perhaps their rating would be higher is they actually cared about the people spending their money there. That profit margin they are clearly protecting, might even increase.

**UPDATE** As of January 10 Pet Valu Customer Service has not responded to my initial email (December 13) but I ahve received two emails asking me to review the product for them, even though I removed myself from the mailing list. I am officially done with this company. I have found everything I need at another Canadian company.

Ordered on November 29th - despite many emails and incorrect updates from customer service, still not there on December 6th

They are sending out phishing emails from their marketing email address. I assume it has been hacked, but you should send a follow-up email alerting people.

I walked into Pet Valu's Roundhouse location in Windsor to inform the staff that the store manager, Monique Cramer, was audio recording them. As soon as I entered, an employee, Tabitha Gill-Crew, who is the daughter of area manager Natalie Gill-Crew, began aggressively yelling foul language, including the "F" word multiple times. Store manager Monique Cramer stood by and allowed Tabitha to continue.

A customer approaching the store turned away after hearing Tabitha's yelling. This behavior is unacceptable and should not be ignored, especially considering that Tabitha is the area manager Natalie Gill-Crew's daughter.
Furthermore, why is head office not addressing the issue more seriously of the store manager using an unregistered cat organization "SNAP FOR CATS" run by Karen Lloyd and Tim Stocker to collect donated items from the donation bin, with a large percentage that was being brought into the store manager's back door of her home? Shame on Pet Valu Roundhouse location, and shame on Pet Valu as a whole.
For those seeking further details, there are additional unsettling facts concerning the relationship between the organizers of Snap for Cats and store manager. This includes the store manager's original identity prior to her name change due to alleged dishonesty in her past. Personally, I believe she should not hold any management position.
It might be a good time to consider switching your pet supply store to PetSmart or Ren's Pets.

I go to my local Pet Valu in Fort Erie and they are exceptional. Friendly, helpful and honest. I could not be happier with their selection or customer service. In this day and age it's hard to find a store like this with great , helpful and knowledgeable staff.
Absolutely an awesome store for my furbubs

The Pet Valu on Stone Road, Guelph is excellent. Have received and continue to receive excellent assistance from store staff, whether it's for food, harnesses, dog clothing, toys, they have been generous with their time and expertise.
As well, today, I was a first time user of their grooming services. I have an anxious border collie who has never been to a groomer and is new to city life. The groomer was excellent with her and helped me with some issues I have been having regarding the salt that’s affecting her paws. Definitely will be a return customer.

Petvalu in Listowel, ON, has friendly, knowledgeable staff. The store itself is clean and well laid out so it is easy to find what you are looking for. Located across from Dairy Queen, the store is easy to find. I'm not sure if the company has a website, however many people spoke highly of the store and so it was a pleasure to shop there. Everything I heard about the place was true. Warm, friendly, helpful, knowledgeable staff, an extensive range of products and a terrific location. 😃