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    Pet Factory

    5.0 (1 review)
    Closed 9:00 am - 5:00 pm

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    8 years ago

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    BaxterBoo

    BaxterBoo

    (93 reviews)

    I found BaxterBoo the day my shih tzu, Oolie, was born and that was just about a year and a half…read moreago. I buy a lot of items on sale (which is easy because there always seems to be a sale or discount) and I usually have a coupon for a percentage off an order or free shipping. Their rewards system is pretty awesome, too. I mentioned discount codes and they're probably the best part. If you don't buy something in a month or so they'll send you a 40% off coupon that lasts for a fair amount of time after you receive it. You can submit pictures of your pets in their products and it has the possibility of being chosen as the pic of the day where you receive a $25.00 gift code! (Oolie has won twice). You're then entered to win their monthly prize of $250.00. I've never had a problem with their customer service and I've had to return several items due to sizing. The emails I've exchanged with their customer service have been pleasant and helpful and better than I would expect. The only issue I've discovered with a product was one set of bows I bought around Christmas have fallen apart already. As a STL Cards fan the red bow was worn for quite a while and it just sort of came undone. I think it must be the material because the other red bow that came with it also fell apart and I hadn't even used it yet. I may pursue the issue but I haven't decided yet.

    BaxterBoo is unreliable, unhelpful, and has significant issues. I was relying on them for my dogs…read moreprescription food, and they completely dropped the ball from order through shipping. Then, as I was voicing my issues and asking for ANY kind of concessions, they told me they would be cancelling my subscription moving forward. They would rather lose customers without customer initiation than do their jobs properly. Their systems are faulty, their vendors make mistakes frequently, and their customer service representatives are incompetent. DO NOT SHOP WITH THEM.

    Pet Supplies Plus Wauconda

    Pet Supplies Plus Wauconda

    (14 reviews)

    Have only been to this location once…read more They have everything well stocked and organized. Given all the shortages of supplies nowadays, i am surprised at how well they were able to fill their shelves. They carry many brands and many varieties of pet supplies beyond what the supermarket or box store carries. I saw workers helping people out on the floor. Cashier was friendly Overall, it was a pleasant experience and I got everything I needed for our 3 cats. Prices were generally within about 10% of cutthroat online competitors, which makes this a decent option for value shoppers.

    I had a very disappointing experience at Pet Supplies Plus in Wauconda…read more I purchased a play cable that ultimately did not meet my needs. I opened the package and began assembling it, only to realize it was not the correct product for what I needed. I returned to the store shortly afterward to return the item, expecting a standard refund. To my surprise, I was informed that I would not receive a full refund because the package had been opened. At no point during the purchase process was I advised of this policy, nor was it clearly communicated on the packaging or receipt. Had I known that opening the package would result in a reduced refund, I would have made a different purchasing decision. The employee processing my return stated that the store is franchise-owned and that there was nothing he could do regarding the situation. While he was polite, the lack of flexibility and customer-focused resolution was frustrating. What made the experience even more disappointing was that I was prepared to purchase several additional items during that visit--items totaling considerably more than the approximately $17 that was withheld from my refund. Instead, I left the store without purchasing anything. Based on this experience, I will not be shopping at this location again and would not recommend it to others. Customer service and transparent policies matter. For those in the area, I have had a much better experience at Petco in McHenry, where I felt valued as a customer and was treated fairly. Hopefully management will review its return policies and improve communication with customers to avoid similar situations in the future.

    Pet Factory - petstore - Updated June 2026

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