America's Pet Store

Revdex.com:
First and foremost, the "manager" I talked with simply hung up the phone - did not do it politely - he just hung up in the middle of my sentence...which is rude and horrible customers service. It does not matter how frustrated a customer is, in retail and customer service, you listen to them and resolve the problem - not continuously talk over them and not listen to a word they have to say.Second - I know how to properly use this gate - and every time we had it closed, it was locked - so I certainly do not appreciate them telling me that I operated it incorrectly!Third - clearly the only "resolution" to this is them exchanging the product for the defective one they sent me. As stated (multiple times) to the manager and in my complaint, I opened the gate 3 times, and the 3rd time, when I had it opened, the mesh pulled from the top of the pole it is on (pictures were provided after DEMAND of them). I do not appreciate them saying that it was not a defect, that I damaged it myself...as this is NOT the case. I do not spend almost $200 on a gate to damage it. I read the directions/instructions...watched videos on [redacted] and made sure that it was being used properly every time (the 3 whole times I was able to use it...well, technically TWO TIMES because on the 3rd time is when it tore) it was used.I certainly am not going to pay and endure MORE charges from the seller because they sent out a defective item. While I understand there is no way to know if an item is defective when sent, it does happen – as 99% of today’s products are made on a manufacturing line…not handmade – and they are not tested before they are sent out. So there is no way that the company can say for an absolute certainty that this was not a defective item. I do not appreciate being called a liar and having to have this much run around to simply get a product that works after I paid more than enough money for it.If I would have damaged this item, I would NOT be contacting the seller requesting resolution. I would simply chalk it up to my negligence and call it a day – however, that is not the case with this gate…hence why I have been trying to get it resolved. And instead of any resolution, I am getting more and more of a headache and more and more run around…and NOW being called a liar and told that I don’t know how to use the product.I would appreciate a quick and HOPEFULLY easy resolution to this matter as I ordered this gate almost 2 months ago now and STILL do not have a properly working gate for the area we need it for in our house…and there is no reason that a customer should have to pay for a product, receive it, it breaks less than a week later (due to defectiveness…not negligence), and then have to wait 2+ months to have a simple issue resolved.Thank you![redacted]Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I am now dealing with the manufacturer - however, I still am nowhere near satisfied with how the company (petfrenzy.com) treated me over the phone. They didn't listen to one thing I had to say, blamed me saying I BROKE the gate and there was nothing they could do. He then proceeded to hang up the phone on me without saying anything else. I stated earlier that I also wanted an apology from the manager who hung up on me ]
Regards,
[redacted]