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 serviceIt 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 meAs stated (multiple times) to the manager and in my complaint, I opened the gate 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 caseI do not spend almost $on a gate to damage itI read the directions/instructions...watched videos on [redacted] and made sure that it was being used properly every time (the 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 itemWhile 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 outSo there is no way that the company can say for an absolute certainty that this was not a defective itemI 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 resolutionI 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 resolvedAnd 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 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]

The customer contacted us that the pet gate she purchased was “defective” stating she had used it just times and the fabric came loose from the mechanism.The product is listed as a non-returnable non-refundable item, but it does have a full warranty through the manufacturer that would provide the
customer a repair or replacement at no additional charge in the event of a defect or shipping damages.To determine if the product was defective or not, our Customer Service asked her for pictures that we could send to the manufacturer (we are a retailer and do not provide the warranty on the product ourselves).The manufacturer responded with the following diagnosis:“Thanks for sending the photosThe only time we see a problem with that is if the gate is not locked while in useIf it’s unlocked and the mesh is pushed on or pulled down, the mesh will extend and some tearing could occurIf kept in the locked position, there would not be any pressure on the welded portion of the fabricIt doesn’t appear there is a defect in the materials or workmanship so a warranty replacement would usually not be applicablePlease make the customer aware of this misuse of the gate and that it isn’t defectiveBut since you’re a wholesaler of ours, we will offer the customer a special one time warranty repairThe customer will need to ship their damaged gate to our facility (we do not provide return shipping labels on items that are not defective)Once we receive the gate, we’ll repair it or ship them a replacement gate. Our Customer Service explained the manufacturer’s warranty policy and their offer as outlined in their response that they would repair or replace the gate at no charge but she would need to ship it back to them The customer declined the offer and wanted to speak to our management.We even went as far as to work out an exception to our return policy for a partial refund on an non-returnable itemShe once again refused and again became hostile on the phone forcing one of our personnel to politely hang up on herShe then filed a Revdex.com complaint.In summary, we are a retailer We helped her file her dispute with the manufacturer who determined the customer was at fault and not them If the manufacturer is telling us and the customer it's not defective, we cannot take it back outside of the warranty process We cannot refurbish it or resell it ourselves.We offered to help broker a settlement, but offers from the manufacturer and our company were not accepted There is really nothing here that she should be filing a grievance against our company but should rather take this up directly with the manufacturer We’ve tried to bend our policies and have put forth considerable effort to assist this customer to no avail

We are a retailer We do not warrant this product We interceded on behalf of the customer with the manufacturer to help get resolution and are happy to do so again.And to be clear, the only element that has not be resolved is who should pay the shipper for their fees. If a product is deemed "defective", the shipping fees are not paid by the customer The dispute here is that the manufacturer has so far deemed the item to have been damaged by the customer and not defective.In an effort to resolve this, our Customer Service will email details to the customer as to how to contact the manufacturer directly as we have been a middle man in this dispute

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 # ***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 phoneThey didn't listen to one thing I had to say, blamed me saying I BROKE the gate and there was nothing they could doHe then proceeded to hang up the phone on me without saying anything elseI stated earlier that I also wanted an apology from the manager who hung up on me ]
Regards,
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