Vanpet Yaletown

Ive been coming here a long time first with buddha my chihuahua who lived to 15 and now my new puppy Lucy Loo, i love tha staff,they really love our pets. Yes there expensive but,its Yaletown they have to pay an enormous rent im sure.Lucy and i were there yesterday, i always buy her the frozen beef bones she chews them until noting left haha.branwen Willow & Lucy Loo

Recently started buying dog food here instead of the big stores because I wanted to support local small businesses. Glad I makes the decision as it’s a great store with plenty of selection and very nice personal attention. I was hasty in buying a flavour of dog food, changed my mind 2 days later and the exchange process to a different flavour was easy & seamless. Will continue to shop here moving forward!

The sweetest staff, my dogs pull me in the door to go visit.While the store is not huge, the food and treats are clearly carefully selected so there are still plenty of quality choices. Staff are extremely knowledgeable and very helpful.My dogs love VanPet and so do I.

So first off, I’m not one to ever write a bad review about a small business although the situation I experienced here was very brutal. I bought this retractable leash for my dog who fits weight description of the size of the box (Medium). While purchasing this product I asked the cashier what their return policy was, she said that as long as it’s in resaleable condition, it can be refunded within 7 days. So I went home, tried the leash for one walk (which is literally 3 blocks) and decided it wasn’t going to be a good fit for us because it seemed like she was too strong for it. So I went to return the leash that’s is in resaleable condition (as you can see) and explained to a different cashier (who I think may have been the manager) the situation. She instantly rudely said no I cannot return this item, you have used it and we do not accept products that have been used. I tried to explain to her that it was used once, was in resaleable condition and that her employee told me if it’s in resaleable condition it can be returned. I don’t think she liked that I was confrontational about this and that she was wrong because her employee didn’t say anything at all about the use of the product, nor does it say anything on the return policy on their receipt. She quickly started to become very disrespectful and told me that she could try to return it to the manufacturer but shes not accepting a refund and I’ll have to wait to hear back from her. After a lot of going back and forth regarding the refund policy, the condition of the product, etc. I left because to me it didn’t make sense as to why she was being so difficult and wasn’t just able to put it back on her store shelf. Then today (the 7th day since buying aka the last day I’m able to refund) I decided to go back because I actually read the bottom of the receipt and thought - well it says nothing about products being used and so I’ll try one more time. This time the original girl who told me their refund policy and sold me my items was there, which gave me relief! I was very nice and explained my situation again and she cut me off near the end saying you used the product we can’t return it, and that her boss told her about the other day already. At this point I’m shocked at their lack of customer service, but remain calm and just told them I’m not leaving until I get my money back. Mind you this whole thing is so stupid over a plastic retractable leash. She told me that when I bought the product she told me it had to be un-used. Which is a lie. If I didn’t ask her what the return policy in the first place she wouldn’t have mentioned anything. So the boss from the other day came out of the back and was instantly rude and condescending (again :)) being very firm with her not refunding the leash because it’s been used and that I was told it can’t be returned if it’s been used. Which again, is a lie. I told her I live nearby, this is a great pet store, and I don’t want any altercations. I’d like to come back here so please just refund me money and we can continue our days. She then threatened me and said if I don’t leave she will call the police on me for disrupting the peace of her store. I wasn’t yelling or anything I would have stood there silently until she refunded me. This threat of hers didn’t scare me, so I continued to try to reason with her how insane it is that they won’t just take the damn leash. This continued again, until I decided that this was never ending and I would rather give it to someone else then allow them to get money from reselling it. I’ve never had such a terrible customer service experience before in my life. I also told them they consider should putting “can not be used” on their refund policy for future customers of theirs, so they don’t have problem again. And of course she was rude again and condescendingly said thank you for your opinion, we will look into it with a fake smile. So that’s my experience with this pet store. Hope it helped those of you who may potentially have something to return to them! My friends and family are never going back.

Hi Christine, I think you accidentally left your comment on the wrong business. Would you please consider removing this comment as we are not the place. Im not sure but did you make this review for different VANPET locations? We are using the same name. But all different ownership.(We are located in Yaletown / Hamilton St)I’m the only white staff member at the store and have never had anything but positive interactions with my boss. I really enjoy working here and would like to make sure all our customers enjoy shopping here, because I think it’s such a special place!

My dog Lyla asked me to write a review about this place! This is her favorite place in the whole world! If we get within a two block radius of the store she drags us to go inside.She loves all the staff that works here and they give her so much love (and treats). Her favorite person (even before me) is Lucy, they have a very strong bond.This is more than a store, it is a community, and a family for us. Both Lyla and I feel so welcomed here.The store has all the supplies you need for you pet, we buy everything Lyla needs from here. A huge plus for me is that buying from Lucy, Kim and their team you are supporting local business.Lucy and Kim truly care about their clients and they have become dear friends to us. You can see how passionate they are about their business and the community when you walk through the door.It makes me happy to see how happy my dog is when she is in the store. Thank you Vanpet for being so exceptional!

Purchased dog rubber boots here to protect my girls paws against salty streets this winter. Had a really good experience with all 3 staff working that day. They were super patient allowing my dog to run around for a bit so we could ensure comfort and fit! Thanks so much!

I absolutely love this shop! The staff are so welcoming and friendly, and they have such a massive selection of products to choose from that are reasonably priced. You can tell they really enjoy working around pets!Boba loves his new flower hat and he says thank you for his stuffed pickle toy! See you again soon!

This is a very special place for us! Since day 1 of getting our puppy the staff there have been super knowledgeable and friendly. Always great to support a local shop like this, I hope they are around for many many years to come!Recommendation: charcoal treats here have saved the digestive system of our Italian Greyhound Toby. So many times he has eaten something rotten and these have turned him around.

Hey folks, I just had to share my amazing experience at Vanpet Yaletown! Let me tell you, their customer service is out of this world, and their employees are simply the best! But here’s the real kicker - they didn’t just wave goodbye once I made my purchase. These guys actually followed up to give my dog some treats! Can you believe that? They genuinely care about the well-being of their furry customers and their owners. I’ve never experienced such dedication and personalized attention from a pet shop before.