I am a regular at Ren's Pets in Aberfoyle, and the staff here are consistently excellent! From the moment you walk in, you are greeted with a smile and a genuine offer to help. Most recently, Jasmine went above and beyond to help me find the perfect recovery suit size for my dog. It's that kind of personalized service that keeps me coming back. read more

DO NOT TRUST THIS COMPANY TO FULFILL YOUR ORDERS. I ordered two bottles of ear cleaner from Ren's Pets for my dog. Since I was paying $14 for shipping and handling, I added a few low-priced, light-weight items to the order. Much to my surprise, I received a box containing the light-weight items but the bottles of ear cleaner that I really needed weren't there. There was no mention anywhere of there being a backorder so I tried to check for information online. There was no way to check the order status since I hadn't opened an account. I called and left a detailed message asking about the missing items and shortly after that I received an email from someone named Amanda saying the following: "they were on back order and since the back order total was under $20.00 they were cancelled" I replied to Amanda with the following: "I really appreciate the quick reply but I don't understand. Why would you cancel part of the order without even advising me instead of just waiting and shipping everything I ordered together? If I place another order for the ear cleaner now, your website will charge me shipping again and that's not fair. Please either ship me the two bottles of ear cleaner that I ordered or credit me the full price of the shipping and handling and I will place the order again." Amanda immediately replied with the following: "Now in the e-mails we send for the confirmation of your order we do mention towards the bottom that any backordered items that are under $20.00 they cancelled and you are not charged for them. I do apologize but since they have been cancelled as mentioned we can't ship them out." It's a really bad business practice to charge someone $14 for the shipment of four light items and two heavy ones and then simply choose not to deliver the two heavier items, without even so much as notifying the client! I replied to Amanda pointing out that Ren's Pets could've made this right and gained a loyal customer for life. Instead they kept my $14 and hid behind the small print at the bottom of on an order confirmation...which is obviously emailed to the customer AFTER the order was confirmed. There is no shortage of online stores that actually fulfill their orders properly. Save your money and spend it on a company that delivers ALL of the products you ordered. read more

I am a new pet owner and after finding Renpets.com I figured their large selection and excellent pricing, it would make an online purchase worth while and who can complain about free shipping (--- this guy - when you order something online you expect a few days of processing and then it to be shipped it took a week and an email to finally get my order from "processing" to be fulfilled and then it wasn't even shipped for another 3 days. This might be a fluke experience or could be the norm for them.. I wont be finding out read more

I was once a fan of Ren's Pet Depot. I've frequented several of their locations and had nothing but pleasant experiences. Then I ordered from http://renspets.com, their online store (based out of the Guelph location). I live in Toronto now; nowhere near a Ren's Pet Depot physical location, so I decided to make an online purchase. Then the problems began. I placed an order for 12 cans of Wellness Cat Food at 1:32pm on Tuesday, September 3rd, with the more expensive option of Purolator Express (next day, guaranteed) shipping. Having ordered more things than I can count online from many retailers, I understand that orders placed in the afternoon sometimes can't be processed and shipped out until the next day. I wasn't expecting to necessarily receive my order the very next day (Wednesday), but by at least the end of day Thursday. The morning of Thursday after nearly two days of sitting in "processing", I contacted Ren's Customer Service. I was told they were slow due to short staffing and the order would be shipped by the end of the day (Thursday) and was given a coupon code for $7 off my next purchase. Okay, I understand. A few too many people take a personal day; that's fine. Friday morning came and the order was still in processing, meaning it hadn't been shipped out as promised. I was then told they'd knock 15% off the bill and that it would be shipped out that day. Unfortunately, because Purolator guarantees "next business day", that means my order would not arrive until Monday. I got notification that it was shipped out, but the tracking number given to me wasn't being recognized by the Purolator website. When I called Purolator, they told me it was an invalid number. Contacting Ren's again, I was told it was indeed correct, but to give it time to see if the order showed up. At this point I was beginning to wonder if I was being fleeced. Monday afternoon, the order finally showed up. The tracking number they had given me was indeed incorrect, despite their assurances otherwise. When I picked up the package, I thought it felt light. Upon opening, much to my chagrin, I was correct. Having ordered 12 cans of food, they only shipped me 10. Both the emailed invoice and the statement on my Ren's online account said that 12 cans were shipped. The invoice that shipped with the package indicated the correct number (10), but said that the other two cans were on back order, but that Ren's automatically cancels any back orders valued at less than $15, so 10 cans were all I was to get. I was not thrilled there was zero notification of this until the product arrived. Six days it took to get an order that could've easily been fulfilled and shipped to me in one or two; No notification until after the fact that my full order couldn't be filled; broken promise after broken promise. Given the 6/18/13 review by Brandon B about his online purchasing woes, it would appear this is indeed a pattern and not some one-off comedy of errors. I will not be purchasing from Ren's again. Addendum: They told me they would send out the remaining two cans and that I would not be charged for them. While I appreciate the gesture, I think there are too many negatives to ignore, and that it would have been much easier to do the job correctly in the first place than try and fix the problem afterwards. Update: So a few days after my initial order was sent, I received another package from Ren's Pets. I'd first assumed it was the remaining free-of-charge two cans. Much to my surprise, the package was quite heavy, and upon opening I found two 12-can CASES of the replacement food. Unfortunately, several of the cans were dented to the point of being unable to open with a normal can-opening method. Another strike in what I felt was supposed to be a nice gesture. I did however feel that two cases was a little bit excessive in trying to make up for all the mistakes, as an extra can or two would've been enough. It wasn't until I compared the packing notices for my first order and these gratis cans that I noticed that the free cases had the same SKU as the single cans, at a quantity of "2". So, essentially, yet *another* comedic mistake happened in their shipping department and I was sent two cases for free when I should've been sent two cans. In addition, 1/3 of said cans were dented (in a way that couldn't have happened inside the shipping package). Like I said, comedy of errors. Their loss, as I'll never order from them again. Order at your own risk. read more

This is a HUGE pet supply store. They don't sell any live animals, which adds to the appeal for me. I like the large range of products and the prices are decent. Would recommend visiting if you have companion animals and are in the area. read more

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Rens definitely has the biggest selection of quality dog beds, jackets, cat posts, and treats for your animals. Moreover, they sell a lot of healthy treats, which is great. There is certainly still that junk food (ie: Rollovers) but they do have a huge variety of natural/organic/holistic foods. You are also able to buy a Buddy Belt (harness) for cheaper here too. I'm happy with this place because it's not your average PetSmart, where there's a bunch of crap lying around. The staff are young and don't necessarily know what they're talking about sometimes (ie: switching your dogs food from one flavour to another is NOT necessary); but that's why you have your veterinarian to tell you all that good stuff :). read more

Terrible customer service!!!! My friend and I walked in with her new puppy, no one greeted us and none asked us if we needed help the whole 20mins we were there. I asked about dog food and found the employees to be very short in their conversations and not helpful at all. To top it off there we only 2 other customers and at least 4 employees at the time. Extremely disappointed read more

Love this company and their high standards for customer service. Have used them regularly for years before my move to Toronto and I always leave happy that I have gotten everything I needed that day. Wish that they had a Toronto location so that they could be my regular pet store location again!! read more

I love Ren's Pet Depot! They sell everything you need for your pets. They carry products that you don't see in other stores - you can't beat the selection. It's worth the 30 minute drive for us! Have also shopped online using their site and was very happy with the free delivery and the product I received. read more

Was excellent to deal with in the beginning was satisfied with everything until recently I had ordered a bottle of shampoo come in leaking I left a message no phone call back called again sent photos they asked for emailed back still no response at this point its less then twenty dollars not worth paying to ship back was not even asking for my money back just would of been nice to be offered a discount on the next bottle read more

Ren's Pet Depot is a generally good store with some not so good aspects. Their pricing is decent, their employees are generally friendly, and their products are of fairly good quality. One of their best features is their large selection of products, from plush dog beds to good quality cat treats, they sell it all. It is also nice to see them supporting the local humane society by hosting a couple of rescue cats, which is great for adoptions. Unfortunately, while Ren's has some good aspects, it also has it's share of not so great ones. The employees seem to be lacking in basic training and they also appear to be willing to say anything to make a sale, there have also been multiple instances where I have observed them offering "medical advice" to pet owners at the cash teller, some of which if followed sounded potentially harmful to the animals. I also found them to be somewhat pushy with their sales, which was bothersome. Overall Ren's is a decent store with good selection, it would, however, benefit from some more stringent employee training guidelines. read more