Review Time
I purhased 24 cans of dog food all the same in different flavors. 4 of the 24 cans needed a can openner to open the rest had pull tabs. When one o the 4 cans were opened it was dry and the dog woulnt even try it. The expiry date was 1 month after purchase. When I tried to retun it to Rens after 6 wks they refused because it must be within 30 days. They sell old product that could hurt the pet and are not concerned about there loyal customers or the well being of the animals. STAY AWAY, this was at the thornhill store.
I really use to love Ren's pets and had no issues with them but that has changed. I made a purchase and it said payment failed but the money was in my account. It still said payment failed but my account was charged for the payment and I did not receive my items. I contacted Ren's pets and they are they to contact my bank but I contacted my bank and they are saying that there is nothing they can do. I am very upset and should havw gone in person. I am now out 130.00 and my dog doesn't have dog food.
My husband and I have been customers for many years and spend thousands of dollars with Rens. We have always loved that they're local and have never had an issue ever...until now. Recently they updated their website and we got an email we needed to re-do our dog food subscription information. I re-did it all and re-ordered it for our two large breed dogs because we were running low and expecting a regular shipment soon. I was charged for the full amount of the dog food, but we ended up receiving some cat stuff instead. I was confused and tried to call the customer service line during business hours, always getting a voicemail. I left two voicemails and never received a call back. I follow-up with an email which took days for someone to respond to and when they did, they wanted me to bring the incorrect items back to a storefront to get my refund...when I refused this they told me they would send a FedEx return label to that it could just be shipped back directly to them. I do not own a printer and I do not think it is my responsibility as the customer who did not make a mistake to have to go through all of this effort to get this incorrect product back to them. I just wanted a refund and its not been almost two weeks since I paid for this order. The customer service agent then emails back and says that since I am unwilling to cooperate with them they will be refunding the dollar amount of the items they incorrectly sent from my refund amount...the thing is, I was never charged for these items I was charged for the regular amount of dog food. The company is using my money to fund their own mistake and it makes me feel sick to my stomach. I will NEVER be doing business with this company again after this. Extremely disappointed!
I was buying my dog food at Ren’s Cornwall. I buy the same quantity every month yet they keep running out. I have had to drive 3 hour round trips to other locations multiple times because my local store can go weeks without my food. I have discussed it multiple times with them because obviously I can’t just switch her to a different food whenever they run out. I have emailed customer service with my concerns and they can’t even bother to reply. My dog is special needs and this is one of the few foods she tolerates. I don’t understand why they don’t adjust the quantity ordered when they can clearly see I’ve been buying the same amount monthly for years. I am part of a dog rescue and spend well over $1000 a month on dog food. I’ll be spending it at Pet Valu now.
REN’s had an online flyer in early July 2025 which announced BYGO free on dog food. This was a great deal and so it turned out, so great it was an error on their behalf and they quickly pulled the flyer. We purchased 4 bags of VetDiet puppy food and received one bag the next day. They cancelled the remaining portion of our order. The bag that was delivered was a great deal as it was half-price. We contacted customer service and we were told the food we wanted was out of stock, however, the sale would be honoured until the end of July should they receive stock. We checked online a few days later and confirmed the food was in stock. Customer service was reached and eventually decided that they could not honour this sale as it was an error and it was supposed to be for a bag of treats. They have determined that our future purchases, which will likely amount to over $10 000.00 over the lifespan of our dog is not worth honouring their word. We wrote the President. I believe we could pursue this with Consumer Protection, etc., but for such a small purchase, is the effort worth it? Sadly this is a local, Canadian company that we will abandon in the coming days, unless we get a confirmation and renew our faith in this company. If not, sadly we will join many dissatisfied customers that have left for other competitors. We can only expect that the Cornwall location will eventually close. Sad times. Update: as of the 15th of August, despite writing a formal email to Customer Relations and the President, no response. The response deadline is mid-August. If no news, a complaint will be forwarded to the BBB and Ontario Provincial regulators. On the morning of the 15th of August Customer Service reached out to us and was very polite and we came to a settlement which was deemed fair for both sides. The entire situation has left us with some overall dissatisfaction as it took time and energy we could have spent elsewhere to get a settlement. I explained to Customer Relations that the unfortunate thing in all of this was that we were given the impression that we were the ones in the wrong and that we were untruthful. Overall, we will improve on our rating to 3 stars (middle-ground).
I ordered food for a hare on a website at a discount. When I ordered, there were 3 packs available and I bought 2. Having received a notice not to come to the store until the order was ready, I waited 3 days. When I arrived at the store, it turned out that it was out of stock and they promised to contact me. When I came to the store again, it turned out that more than 5 days had passed and that's it. Avoid this place, don't waste your time and money.
I have been ordering products from them for a long time. Today their courier didn't deliver to my unit and their customer service dept told me they weren't responsible for lost packages. Are you kidding me. It's their responsibility that the package arrives where it's supposed to. Zero accountability. I will NEVER order from them again.
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