I have been a client of Ren's for a long time shopping in-store. Recently I started to use their subscription. It has been a hit and miss from the get go, with deliveries cancelled last minute because of lack of stock. Obviously, this is very annoying because now I had to drop everything and go shopping in person. However last time was what really prompted me to write this review. They cancelled last minute (again) and I found my account charged with the purchase amount of $114.11. I sent an email right away saying that I wanted an immediate refund. The reply was " Your method of payment was only placed on a preauthorization hold. Since the order was cancelled the funds were not captured. The hold will fall off on its own within a few business days." This happened on April 29. Today, May 5, the funds are still not available. I called my bank, and they said that they cannot do anything about it. I have to wait for another 3 business days. This is unacceptable. No other platform does that (Amazon, Instacart). I don't know and I don't want to know what happens in the background, the mechanics of pre-authorized hold. As a customer, I want my money back right away. End result, I am shopping at PetValu now.
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