Hidden Fees, Horrible Customer Service! Don't

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I ordered Thundershirts. It says to order a size smaller and I got a Small and XXS instead of an XS and S. I always order 2 sizes right next to each other, normally S & M for my Bichon Frise and Yorkie. They weren't understanding or helpful at all. The hidden "RESTOCKING FEES" for a Simple Exchange infuriated me. The first Customer Service girl didn't say anything to me before handing the phone to her Manager, with way too much attitude. He was also not helpful at all. Owner, not available for 2.5 weeks. I gave up and decided to change it at Petsmart, where I should've done gone to buy them in the first place. This company,, displays the worst customer service I have ever seen.
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  • Their customer service
Reason of review:
Poor Customer Service, size chart inaccurate, not as described for Thundershirts

Preferred solution: Full refund


I've ordered from Hearty Pet ever since they first started. They have in fact the BEST customer service I've seen and would whole heartedly recommend them!

Very nice and extremely helpful people! I can tell they care about their customers. From what it sounds like, you didn't bother to read their return policy which clearly states they have a restocking fee which is LEGAL and certainly not a "hidden fee". Maybe if you weren't so angry, you'd be more understanding instead of getting "infuriated".

Lemme break down what the restocking entails mkay anonymous person? Basically it coverts the cost of shipping it back (so you don't have to pay anything, it's only a small fee deducted from your returned money refund) as well as repackaging the item so the store can be able to sell the item again. Would you want to purchase an item that had already been opened and used??? I know I wouldn't, and that's why there's a restocking fee.

Use common sense.

Money doesn't grow on trees. At least you'd be getting some money back.

reply icon Replying to comment of Guest-981438

Gee, I wonder if this commenter works there. A perfect example of the attitude OP encountered. Thx for your review OP.

geri k Hil
reply icon Replying to comment of Guest-1667652 The best! Never an issue!!!

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geri k Hil
map-marker Miami, Florida

Hearty Pet-customer service is horrible

I used to get auto deliver of pet food. I went to change my delivery and requested it to be shipped that day. Apparently their website only looks at these changes at 4am. Instead of shipping it the next day they did nothing. They blamed it on me and said it was my fault. They wers so unbelieveably rude I could not believe it. They finally admitted their mistake and offered to send it overnight. Then they changed their mind and sent me an email after hours saying they couldnt do it over night. Nasty people. I asked over and over to speak to the owner and she wont pick up the phone. This company displays the worst customer service I have ever seen.
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Six years later a comment. You must work there. Timing sounds about right!


It seems to me that the customer has a poor and entitlement attitude when shopping. I have more reason to suspect that this person was the "unbelievably rude" one as Hearty Pet always and continually displays the BEST customer service for an online store.

This customer assumes the staff look at changes at 4am. Ha!! Take a look at their business hours!! They are not open at 4am!

This is even more proof to show that this customer lacks proper people skills, etiquette, and common courtesy to interact with people. The way this person behaved was completely immature and childish. This customer should not even be allowed to shop, let alone talk over the phone. Hearty Pet has super kind folks.

If anyone has issues, they will be more than happy to help.

I've never had a bad experience with them. They're great, hard working folks making an honest living.

reply icon Replying to comment of Guest-1390687

English much, shill?


Ive had the complete opposite experience. I ordered Innova Adult and my dogs got terribly sick from it.

I called heartypet and they immediately refunded me and helped to determine why my dog reacted to it this way.

Then then shipped me out a new product the next day and my dog is happy. The hearty pet customer service went way above and beyond for me.

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