I decided to get a K9 sport sack from Pet Pro Supply (PPS) even though they were pricier than other places, because their website showed that they had it in stock. I placed my order on July 12. I got an email the next day telling me that my item is backordered saying that it was backordered till Aug 3. Late July, I decided that I wanted my bag waterproofed and asked them if they could add it to the order since the (future) bag was still at the manufacturer's on July 24. After a couple of emails, they said they would contact the K9 Sport Sack (K9SS) and let them know for me. I paid K9SS and PPS told me that they had informed K9SS.
While doing that, I ordered another backpack for my other dog. By Aug, I had no news from PPS, so I contacted them. They offered to refund me but by then K9SS waitlist was already end of August, so I told them that I'd wait a little longer. During that time, I had to wait a long time to get any response from them and no one ever picked up the phone.
My 2nd backpack shipped and I realized that K9SS had the model I wanted in stock, so I emailed PPS and asked if my backpack would be coming soon. I got no reply. Thinking that they my backpack would never arrive, I emailed them to cancel my order on Aug 20. They ignored me. Then on Aug 24, they decided to "ship" my order after I had gotten another one from K9SS directly. Immediately, I contacted them saying that I had ask that the order be cancelled. Only then did they write back saying that it had been shipped and they would help me process a refund when I got the item. But when I looked at the tracking, it didn't get to USPS for another 2 days.
The backpack arrived Aug 28, same as the 3rd backpack that came directly from K9SS by UPS. And guess what? The one from PPS was NOT waterproofed. I contacted K9SS and they said PPS contacted them only after the item had shipped. It took PPS 1 month and 2 days to ask K9SS to waterproof my bag.
Now that I have the bag and am trying to return it, I emailed PPS asking how I could return it and what their restocking fee was. Of course, I'm being ignored again. So I'm stuck with one extra backpack that isn't even waterproofed.
Rationale for star rating:
Ordering: 1 star. Website showed item was in stock, but it wasn't
Service: 1 star. I hardly got any service.
Pricing: 3 stars. Their prices are actually reasonable/ MSRP. It's cheaper almost everywhere else because you can use a decent coupon with K9SS or chewy or get cashback from chewy and Amazon. I managed to use a $5 off on PPS, but that was it.
Delivery: 1 star. It took forever and I never got any updates. And it got sent only after I cancelled my order.
Tips and advice?
Do NOT order anything from Pet Pro Supply. If you want a K9 Sport Sack, go directly to the manufacturer. I will not trust them with anything ever again.