Ren's Pets Depot Opiniones 

When placing an order it said 2 days for delivery it's been 6 days and when I try tracking it it doesn't recognize my order number. With that being said it hasn't shipped yet. I have called, texted and email with a STOP shipment and refund and it's going on 3 days with no response.

If I could rate this horrible company 0, I would.
I called one week ago, and I STILL haven't received a call back. I called 4 times and sent 3 emails letting them know why they shipped an order and billed me, after I cancelled it 7 days ago. DO YOURSELF A FAVOR and stay far away from them.

If I could give negative stars I would do that. This company has no regard for customers. They are non-responsive when things go wrong. My order was delivered to the wrong address in a city hours away. Despite calling and leaving messages, emailing and asking for information I have not been contacted by anyone from Ren's. Do not use this company.

I placed an online order and 20 days later still nothing! I received an email indicating my order was received and an email would be send to me once the order was shipped. Almost three weeks later and I still haven't received my items or the shipment information about the status of my order. I have emailed and tried calling (had to leave a voicemail) and 5 days later still no response.

This is a very generous rating based on the customer service I received today.
I have shopped Ren's Pets in Sudbury for a few years....as of today that comes to a very abrupt end.
I have a dog with a long list of protein allergies, I make monthly trips to Sudbury from the Sault Ste. Marie area as they carry a wider variety of proteins in raw food then I am able to source locally.
I placed two orders over the past 7 days, a friend was going to be in Sudbury and was going to pick them up for me. I received an email this morning telling me that my first order had been cancelled. I checked the email and could not find anything stating why the order would be cancelled, I called the shop and spoke the the associate that "cancelled" my order she informed me that they have a seven day hold. I asked that it be ready to be picked up within a few hours, she refused to redo the order and informed me that they do not allow anyone but the purchaser to pick up the order. I asked to speak with the manger and after a very long hold she told me there was nothing she could or would do. These policies are what they are and are truly not my issue.
My issue is that I left a VERY detailed voicemail yesterday the 12 of November, (it was after 9am as I had checked the opening hours), I let them know someone("a friend of mine") would be picking them up today, with their name and phone number, and they would be providing my pick up emails. I was also very clear in giving my phone number and repeating it along with the order numbers and my email address. My message was NOT returned.
I understand that this is just a paycheque for the associates I spoke with today, but for me a pet parent that relies on multiple proteins to keep my dog in a comfortable/healthy state without have to treat terrible allergic reactions with medications is a top priority. Businesses all around are closing their doors, one would assume that providing good customer service would be high on manager's priority list.

Horrible customer service. Made an online order for some puppy needs on October 20. I have not received any comfirmation email nor has my order arrived yet. Have emailed them numerous times , all have been ignored. Called my local Rens store and they told me they cant do anything about any online orders. Told me to email them, yeah what a joke. I am beyond frustrated with them and our family will be switching all our pet needs to another pet store.

Went to the Oakville location to pick up dog food and treats for our IG. Dana was so helpful and helped us find a larger bag of dog treats that were not on the shelf. Very friendly and helpful service. Truly enjoyed our shopping experience today. Thank you Dana for the great service today!

I pointed out that they overcharged me for a rug that was on sale. I was made to feel it was my fault for the inconvenience
No apologies nothing
Just poor customer service

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.

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).

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.

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.

I love RENs pets in Kingston. The staff are very knowledgeable, friendly and helpful. Their return policy is excellent and they have a great Canadian selection for cat food. Highly recommend.

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.

Hello Management,

My daughter bought a puppy jacket size XS but unfortunately the puppy needed a small size. The store in Waterloo on Boardwalk had the size but would not exchange it and said to us "FINAL clearance " Now they lost the customer as I was spending roughly $ 700.00 a year. Sometimes supervisors or managers need to give some thought.

Worst customer service they could not supply my dog food I told them to cancel the order well no they sent it a week later after I bought it somewhere else and billed me I made more than 6 calls over time finally they said the refund would take another 5-7 days which I am paying interest on their mistake not mine and they are very rude always get voice mail have to wait and wait for them to call back. Bad place making lots of money but the customer always ends up paying for their mistakes never order there again.