I tried to hold off on writing a review but it's time to save everyone the headache. If you need something quick and just walk in off the street, this store is fine. But don't try to do anything complicated. Don't online order. Don't even call, to be honest. Unless in you're in for a headache. I ordered cat food, dog food, and litter online for pick up and they said they had everything put aside for me, except the litter wasn't going to be in for a week due to special order. Which was fine. They said to return the call if I still want it and they'd order it asap. I returned the call and had probably a 10 minute conversation with a lady. She kept telling me my litter was special order and I kept repeating "yes, I know, I am calling to confirm it's being ordered". Just wasn't getting it and then said "I have a line up" and acted as if I was the one who wasn't getting it. The lady who called me had called from home I guess, wasn't in the store, and it wasn't communicated to the staff at the time that I called. Once I got off the phone, within an hour I got a call that my order was ready for pick up. I called back because I was confused and they said yep everything is here, I asked about litter, they said yep everything. Then I asked them to double check - and litter wasn't there. As I suspected. So irritating. I asked if I could just come in for my order next week and maybe pick up litter and food on same day. They said my order would stay put aside and to come whenever. I go in the next week and my dog food wasn't here. They said "she must of sold it", but no note was left to indicate so and nothing was communicated in terms of if another bag was being ordered. Long story short, if you're going to sell products out of an online order, you should prepare an excuse or something and share it with your staff so I'm not standing in the store super confused. It's a hard dog food so find so after calling every pet store from Fort Erie to Welland, I finally found a bag of the food. I've just lost my patience at this point. The communication is just brutal. Save yourself the headache - just go in and get whatever is on the shelf.