Reply from PetScyFeb 19, 2026
Updated Reply : Richard,
This review was written yesterday while your recurring order was en route, so I assumed this is the order you are referring to but also asked: "The tracking shows it was delivered, but you are indicating it never arrived?"
Regarding the customer service concern, I reviewed the notes from your January call. It appears you reached out because the order was sent to the wrong trailer. Orders our shipped to the address entered at checkout by the customer. Even so the customer may have a made mistake, we sent a courtesy replacement at our expense to make it right.
As for recurring, the customer chooses if they want the order on a recurring basis or one time purchase, when you placed the order, you chose the Recurring option. If you dont want the recurring order, we can send you a return label and easily return/refund the item.
If I am understanding correctly, the issue was resolved and you are still dissatisfied. Please let me know if I have the facts correct, and what we could have done differently to improve your experience?
Chris
Founder
UPDATED RESPONSE:
On the site, a customer enters their address and we send the order to that address. We do not update addresses.
So lets assume we made the mistake, which will happen. You were able to speak to a customer service rep and a replacement order was sent. I want to better our service so we don't receive one star reviews. Therefore, please let me know what PetScy could've done differently once an order was sent to the wrong address?
As for a monthly basis, once again the customer chooses if they want it on a recurring basis or one time purchase. If you would like a return label , we can send you one to return.
We are sad to lose any customer. If you decide that you want to order again in the future. Please reply to this message and Ill make sure the order is placed how you like and throw in a free shampoo with the next order.
Let me know and wish you and your dog the best.
Chris
