After waiting weeks for flooring to be shipped I called customer service who apologized and said they would mark my item as urgent. Four days later no update, just an email saying they were working on it so I called to cancel the order as it had not even been picked up yet. The next day after I canceled they took the money out of my account, 20 days after I placed the order. I have sent several emails since and I received one response saying they were sorry that I am disappointed and they have requested a refund. I am livid, to say I'm disappointed is insulting. Who do they need to request a refund from?! They took my money after the order was canceled, it's been 6 days since I canceled and it still hasn't been picked up by the shipper so why do they still have my money? At this point I consider this to be an illegal withdrawal from my bank. I have never had such an unprofessional experience with any company & I am totally disgusted with Petco.