I am upset with Petco.com for their extremely poor service. I ordered a cat tree and when it was delivered, it was missing 2 parts. No problem, mistakes happen. I called the customer service dept as advised and let them know the problem. The representative actually seemed to be very helpful. I asked if I could just get the parts sent and he said no, it needed to be a full exchange. I asked if I could take it to the Petco Store near my home and was told no again. The good news was that they would deliver another cat tree to my home within 24-48 hours, actually assemble it for free and I would receive an email in the same time frame with instructions to return the defective one. Great... I was happy this would be so easily resolved. I was unconcerned until 48 hours, then 72 hours, then 96 hours passed and I had yet to receive product or email. I called again. This time I got another nice representative who was very apologetic for the miscommunication. She assured me that my file was being handled and that I would definitely receive an email in 24-48 hours.... this time, I was told that I would not receive my new product until AFTER the original was returned. Okay, I'm not hard to get along with, I'll be patient. I said Thank You and began the wait again. Another 96 hours goes by.... nothing, nada. Now I'm upset. I call again, I'm assured that the person on the phone can handle this immediately and I will not have to wait again. He assures me he has just sent the email I've been waiting a week for... great!!! I open my email while he is on the phone and see that he has sent me a Return to Store receipt. What?? That wasn't an option last week when my son was home and i could use his truck. I drive a compact car, getting a cat tree in it is not an option. No problem the guy tells me... just wait 24 - 48 hours and you will receive an email. Horrible Service. Its only been 36 hours... but I'm not holding my breath. This will definitely be my LAST purchase from Petco. read more