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).
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