I ordered two bottles of ear cleaner from Ren's Pets for my dog. Since I was paying $14 for shipping and handling, I added a few low-priced, light-weight items to the order. Much to my surprise, I received a box containing the light-weight items but the bottles of ear cleaner that I really needed weren't there. There was no mention anywhere of there being a backorder so I tried to check for information online. There was no way to check the order status since I hadn't opened an account.

I called and left a detailed message asking about the missing items and shortly after that I received an email from someone named Amanda saying the following: "they were on back order and since the back order total was under $20.00 they were cancelled"

I replied to Amanda with the following: "I really appreciate the quick reply but I don't understand. Why would you cancel part of the order without even advising me instead of just waiting and shipping everything I ordered together? If I place another order for the ear cleaner now, your website will charge me shipping again and that's not fair. Please either ship me the two bottles of ear cleaner that I ordered or credit me the full price of the shipping and handling and I will place the order again."

Amanda immediately replied with the following: "Now in the e-mails we send for the confirmation of your order we do mention towards the bottom that any backordered items that are under $20.00 they cancelled and you are not charged for them. I do apologize but since they have been cancelled as mentioned we can't ship them out."

It's a really bad business practice to charge someone $14 for the shipment of four light items and two heavy ones and then simply choose not to deliver the two heavier items, without even so much as notifying the client!

I replied to Amanda pointing out that Ren's Pets could've made this right and gained a loyal customer for life. Instead they kept my $14 and hid behind the small print at the bottom of on an order confirmation…which is obviously emailed to the customer AFTER the order was confirmed.

There's no shortage of online stores that actually fulfill their orders properly. Save your money and spend it on a company that delivers ALL of the products you ordered.