Reply from PetEdgeMay 20, 2026
Hi Ashley,
We understand your frustration and appreciate the opportunity to review your concerns. After reviewing the calls, chat transcripts, and order timeline, and firm and multitude of requests to have agents that speak and understand English, we would like to clarify several points regarding your experience.
Your order was placed at approximately 8:00 PM CST on Friday, May 15. Please note that our business and warehouse operations are closed on weekends and are open from 7am-6pm M-F CST. Our shipping policy, which was displayed below the map on our website at the time of purchase, advises customers to allow 24–48 business hours for order picking and packing, followed by an estimated delivery timeframe of 5–7 business days. To improve visibility for customers, we have since added the same information above the map as well.
At the time of your call today, your order had already been picked, packed, and loaded for shipment. During the conversation, you requested that the order be canceled, and our team processed that cancellation request accordingly. A cancellation confirmation email was also sent to you promptly by our representative.
Our customer service department is a small, U.S.-based team that are dedicated to assisting customers professionally and respectfully. While we understand that delays and misunderstandings can be frustrating, we ask that all communications remain respectful so that our team can effectively assist with resolving concerns.
Following the cancellation, additional communications were received regarding your interaction with our customer service staff. After reviewing the recorded calls and chat history, we found that our representatives were attempting to assist and explain the applicable policies and order status. Several members of our support team expressed concern regarding the tone and manner of the communications directed toward them during these interactions as that was undeserving to them. Productive resolutions require respectful communication from all parties involved, and unkind or hostile interactions make it significantly more difficult for our team to provide effective assistance.
You also requested immediate communication with a supervisor. At the time, supervisors were assisting with other responsibilities and were unable to respond immediately; however, a supervisor did attempt to return your call as soon as possible and we received that email as well.
We appreciate your feedback and will continue working to improve the clarity of our website and overall customer experience.
