Animal House Pet Center — Local services in Saint Petersburg

Edited: The owner responded that I didn't wish to speak on the phone, that's correct as I am hard of hearing and it is difficult. They also replied that I was asking Libby for compensation for my time when I never did, all I did was tell her that her answer was unacceptable to me and I wanted to speak to the owner as she was not addressing my full concern. Again, I have the entire conversation with her in texts. I was "rude" by telling Libby that her text messages were unacceptable when she didn't try to address the problem holistically. I told John (who was excellent) how frustrating the situation was, when he spoke to me about trying to refund the cage and was working towards a solution. Instead, Libby stepped in (due to me trying to go over her head, bruised ego perhaps?) after receiving half-answers from her rather than getting a straight answer up front, and told everyone at Animal House to wait for the owner to contact me on Monday when he returned. I didn't ask for compensation for my time or the money I spent on rehoming the unwanted hamsters, I very clearly expressed that I simply wanted to try to recover as much as I could on store credit. (was going to get $6 per hamster and was hoping for $40 on the cage, that's it. All under $100 total)

I simply wanted to recover the most possible from a mistake the saleswoman made and to be done with Animal House.The response to the review is still the only "answer" I have received since being told by John that I could expect a call back the same day about whether they could do the cage or not and what the total store credit (again not even asking for cash) would be. I guess at this point I will just let them work it out with the BBB.

Original: I am a PTSD sufferer was sold two "female" hamsters by this store for companion animals as I am unable to have a dog or cat in my current location. This was made clear to the original saleswoman who misgendered one of the hamsters. Long story and a couple hundred dollars later I have spent hours rehoming unwanted hamsters. I have fought with my anxiety and PTSD and finally was able to make myself contact the location to see what could be done for me regarding the second litter (they apparently can basically stay pregnant which I didn't know at the time). I was met with astonishingly awful customer service from Libby (who was "working" from home and provided no direct answers to any of my questions) before she stopped communicating with me and I was forced to call and ask for the owner. I spoke with his son John (who seemed to actually care about the business and customers initially) who offered me $6 a hamster ($36) for my trouble. I told him this was really upsetting and I would like him to contact his father and see what the best case would be as he mentioned he may or may not be able to return the cage (another $40). I'm not asking for anything for the re-homing supplies even though I should never have been put in this situation. I told him to please speak with The owner (his father) and see what can be done, and was told to expect a call back right away. As I'm waiting for him to call back I begin to get a thread of text massages from Libby stating that nobody at Animal House was going to assist me further. I was scolded for "waiting so long" to ask for help when in actuality I went above and beyond to get the first batch rehomed when I should never have been put in this situation in the first place. I told Libby her response was unacceptable and asked for the owner info which she never provided but later claimed to. Just a bizarre reaction in my opinion. As previously stated PTSD makes dealing with situations like this incredibly stressful to begin with and I was trying to avoid further emotional stress, at this point I'm left with a horribly irresponsible pet shop who won't give me the time of day to correct my concerns. I'm told the owner Steve will be in on Monday but at this point I'm expecting more of the same. Please avoid giving this place...

I have waited a few days to write this review because I didn't want it to be emotionally fueled, however, it is still upsetting and the end result is that we will never shop there again.

We arrived in March to purchase a bird for our daughter's sweet 16 birthday. We chose one who was almost done being hand fed and would be ready for her to pick up in April. We purchased it and all the necessary items - over $400. Two days before her birthday, we get a call from "Rita" and are told the bird is dead. She did say she put one back for us who was just weaned and we could have it instead. The coloring was different but we would be refunded and not to worry.

We arrive to pick up the bird and are greeted by the most ignorant man who had no idea what we were talking about. His name is Stephen and after he threw every other employee under the bus - stating they don't sell birds in advance (even though there was a row of birds with sold receipts on them - two of which he offered to sell us!), there is no bird put back for my daughter, he had no idea what we were referencing - we learned this person is the actual owner of the location!

Another woman, whose name I regrettably forget, came out and when bombastically confronted by this Stephen advised that was indeed a bird put back and she would go get it for us. The bird was so scattered and frightened, we were concerned about taking it. My daughter was in tears most of the afternoon as the bird was in such a state. Ultimately, when it learned that it was safe and not going to be in such an environment any longer, it took to her beautifully.

My husband, who had been visiting that location since it opened, will never return. He said that he had never seen that man before so chances are, he was simply filling in for "Rita" who was out on vacation, but ultimately our patronage will support him and he refuses to do that. The sales associates are amazing - the only reason there is a two star rating is because of the two women we dealt with were superstars and should not be held accountable for that man's brash, ignorant, and abusive behavior. Stephen, this supposed owner of Animal House, is not fit to be interacting with the public on any level.

UPDATE: The employee manager, Libby, went out of her way to make things right. It was much...

Unfortunately editing to comment on AH's COVID protocols. While the appropriate signs are in place, little or nothing is done to ensure that all customers are following mask and social distancing guidelines. Never in my many visits did I see anyone disinfect the counter or pinpad between customers. At least once the owner was present, and he didn't correct the behaviour. I understand how difficult it is for management to navigate this new normal, but having heard the owner and a team member make a joke about 'forgetting their mask' wink wink it was clear that the management doesn't take COVID safety too seriously. I emailed about the issue through the website, and received an auto reply, but no one from the shop ever got back with me - so they're either uninterested in enforcing the policy or not concerned with keeping my business. It's a shame - the team, particularly the ladies, are genuinely friendly and made us feel welcome. We're disappointed to have to look elsewhere, but the truth is a quick Google search turned up several other locally-owned sources for the products we buy.

The staff here are usually friendly and helpful. Knowledgeable is a little hit or miss - I've heard some advice given to other customers that made me wince, but it was clear that the employee was doing their best. (Sometimes it's best to be honest and say "I don't know." ) The store isn't dirty, but it isn't pristine either. Prices are generally competitive. The ' open cage' policy is really what causes me to rate AH so low. I've seen many small mammals/birds being manhandled by customers/children , with an employee standing right there watching. It's a wonder any of the animals make it out alive, and I would think twice before buying a pet that had been housed in that manner. The last time I shopped there were three large exotic birds with signs "we're being boarded, please don't touch", but the cages were in a high traffic area, and people were still putting their faces and hands up against the cage, and calling and whistling at them. It was non-stop the entire time I was in the store. The birds weren't covered on any side and had no safe zone. I wouldn't want that for my bird. I suspect the staff care about the animals AH sells, but I have doubts about those who set the...