BMK Plumbing & Solar of the Midwest

(The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this responseI received another sales/marketing email from HealthyPets on March 28th that came directly to my email noted in this complaintI have no knowledge of any other email being linked to my receiving email addressThis is their excuse to get away with refusing to stop sending their sales emailsIf they know of a linked email address that is causing them to be unable to stop their sales emails, they should provide it to me and delete that email address alsoI've never had any other email addressAs an online retailer, surely their IT department can get to the bottom of this and handle this request

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Dear [redacted] , I'm so sorry the products did not work out for your pet and that the Customer Service was not to your satisfactionThe flea medication products purchased do not have an expiration date, so I wonder where the determination was made that the products are not good in-date as mentionedPlease try and understand our positionThe gap between when your purchase was made (February) and when it was reported (July) is far too much time to report a defective productAll products should be inspected by the customer upon receipt to make sure everything is as described by our companyAs per our policy on our website, products can be returned for a refund within days of receipt if the product is unopened or unusedThis can also be found on your packing slip receiptUnder the circumstances and in the name of good customer service, we will honor a store credit towards a future orderThe total amount paid for the products in question was $- 10% coupon - $This will be available to you through an order made by phone or live chat and never expiresIf you need any further assistance, please call X-XXX-XXX-XXXX Sincerely, [redacted] M Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is part of the circle I have been going thruI first contacted your company in march, within your day requirementIt has been your company that has drug this out all Sumner to make it look like I did not ad hear to your policyI returned opened product to you because while on the phone I was told by your guest service rep to open all boxes to make sure I didn't have any more vials that were emptyAt this time I was told your company would take them back opened because of the issue I was havingShe told me to do this because my days after the order was nearAs for the flea meds received, if they were not out of date then why didn't they work and why did I open new pkgs to find nothing inside? My vet told me they were oldI am asking for my money back, not more flea productsThat is what I was asking for back in March at first contact about this issueYou did not want to do the right thing back in march, I feel the time for me to work with you is overI have given you all summer, several calls and emails to just give me store credit, at the time that was all I wantedI do not trust your flea products and feel you would not be talking to me now if I had not sent the letter to the Revdex.comI am respectfully requesting my money back at this pointI gave you plenty of time to give me store credit, you didn't want toAt this point you have all the products and my money, I just want my money returned to me Final Business Response / [redacted] (4000, 9, 2015/08/24) */ Dear [redacted] , The first access to your account by a Customer Service Representative was not made until May of this yearThese are actual time stamps that are made to show who accessed your accountThe notation made in May stated that the flea medication had empty vialsI do not have anything accessed from February showing you made contact with our company regarding thisIn addition, the products in question were the flea medications and I do not see a record of any additional products being received or approved for a returnBased on these findings, the best that our company can offer you is a credit of $that can be used any time in the future Sincerely, [redacted] Customer Service Manager Final Consumer Response / [redacted] (4200, 11, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to let it be known I am not happy with your answerFirst you said I didn't contact you till July, now you say May, I know it was MarchThis can go on and onLet's call a spade a spade, you are forcing me to buy more of your out of date flea medsI refuse to spend my flea med budget on "other" items from your site just as a way of trying to get my money backI have already been told by you if I order more that a months supply at one time you will not stand by the products you send out past days of when the order was madeYou also charge for shipping if I make a lot of SM orders instead of one big order where you give free shippingIn order to make sure this does not happen again I will need free shipping for each single order sent outIt is not right that you charge me shipping on future orders until my full refund has been givenThis way any issues with each box can be addressed before another box is sent out within your policyMy flea med budget should not go back to you in the way of shipping just because I am sticking to your policyWhen you offer free shipping for that big order you do not tell your customer they will have to give up their right to a refund or money back if it is a item that will not be used for over daysAfter all, there is no way for me to know there is a issue until I open the pkgI have no need to open more than one pkg a month unless there is a issue because the flea med is good on the pet for daysWe both know if I make one big order, again, we will be right back here againBecause you are forcing me to continue to order my Meds from you until you have paid me back, I need the free shipping to protect Both my money and the orders you send out

Hello Krista, We apologize for any inconvenience this may have causedWe are currently working on updating our system for more hands on ability of our customers onlineThe requested update to your account has been made so no further refills will be processedFurther information was left via a voicemail today regarding the refund and return procedures for the order shipped over the weekend

Hello [redacted] Thank you for your feedbackWe're sorry to hear of the issues with your reshipmentOur ship facility has advised us of an unexpected back order for the item that may have caused the delayWe do apologize for any inconvenience this may have causedWe're working on ways to keep this from happening again in the futureAs requested a full refund has been issued due to the order not being successfully deliveredPlease allow 3-business days for this to reflect on your accountPlease feel free to contact us directly if you wish to order again, we'll be glad to waive expedited shipping for your purchaseThank you for your time and commentaryHave a great day!

Hello [redacted] Thank you for your inquiryWe're sorry to hear of the recent experienceWe regret to inform you we are unable to locate the order number provided nor the name & address in our records We are Entirelypets.com and we do not ship or sell prescription items at this time If you ordered prescription products, you must address them through the site you purchased throughIf you wish to order non-prescription items from us directly, we can honor a discount on your next purchase and free delivery to help get you startedYou may mention this reply and reach us by live chat from our home Entirelypets.com or by phone 1-800-889-to take advantage of this offerPlease let us know if you have any further questions or concerns.Thank you for your time and have a great day!

Hello Ralph, Thank you for your inquiryWe're sorry to hear of the issues with the orderWe charge upon an order being moved to ship outThe shipment never arrived as estimated by the manufacturer and the product is no longer madeA full refund has been issuedIf you wish to order a replacement we can honor an additional discount for the inconvenienceWe do apologize for any inconvenience this may have causedPlease let us know if you have any further questionsThank you for your interest in EntirelypetsHave a great day!

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Hello ***, I'm very sorry to read about all the trouble you had with your orderI'm very disappointing with our company as we hold ourselves to a higher standardI see that your account has been refunded as of 10/21/and does take 3- business days to post on your endWhat I will also do for the trouble is give you a matching store credit of $for you to use in the futureThis does not expire and you can use it towards any order made by phoneIf you have any questions, please reply to me at [redacted] @healthypets.com [redacted] M Customer Service Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/24) */ The company finally issued a refund todayThe issue is now resolvedThank you for your help

We have contacted the customer and they are aware that this is fraudWe have flagged their accounts and nothing will be shipped out

Initial Business Response / [redacted] (1000, 6, 2015/09/23) */ Dear [redacted] , I do apologize for the inconvenience of receiving a product that was not orderedThe product is on a nationwide backorder and will not be available for quite some timeThe products were sent as the closest alternative for your petsI do not see a response to our e-mail on when it would be a good time to pick up the productsPlease e-mail me to at [redacted] @healthypets.com to schedule a pick upIf you wish to keep a bag for the trouble, please go ahead and give it a try as a full refund will be issued anywayOnce the pick up is done, a full refund will be issued to youPlease be advised that a refund from any company takes 3-business days to post on the account once issued Sincerely, [redacted] M Customer Service Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear [redacted] : Thank you for your responseUnfortunately, I did not receive an email regarding pickup of the itemsI was very upset when I opened the package and seen something different that I was not familiar with I have just calmed downMy vet indicates this item will be acceptable for my pets, and you are correct, Virbac is not available anywhereI have lookedSo I have decided to keep the itemsNo credit necessary Please inform your customers when you are making a substitution for something their Furbabies are going to eatWe are very particular about our babies Kind Regards, [redacted] S***

Initial [redacted] Response / [redacted] (1000, 10, 2015/10/06) */ Hello [redacted] , I'm very sorry to hear that you did not receive our response regarding this matterUnfortunately, the replacement of the products is not possible as per our company policy on opened used productsThe products are not guaranteed to work for each animal because every animal is different from one anotherI understand that you have used this in the past as well, but this history is not documented with our companyIn the interest of good customer service, we have authorized a store credit of $worth of your purchase to be used towards a future orderThis credit does not expire and can he used when placing an order by phoneIf you have any further questions, please let me know by e-mailing me at [redacted] @healthypets.com

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Dear [redacted] , It appears that a fraudulent order was made in order to verify if funds were available on the account in questionThe fraudulent user placed this order along with a larger order that was stopped and canceledA full refund is being issued on your accountIf you have any questions, please call us at X-XXX-XXX-XXXX [redacted] Customer Service

Hello, Thank you for your inquiry. We're sorry to hear of your recent experience. We have received confirmation of the delay in delivery by the carrier, which caused arrival to be outside of the normal 4-8 business days. A partial refund for the remaining payment on the order will be issued as... a courtesy for the inconvenience caused to you & your pet. The shipping costs for the order had already been posted to your account, upon you notifying us of the delay. A return will not be needed for the replacement package we sent as well. Please allow 4-7 business days for this to reflect on your upcoming statement. We do sincerely apologize for any issue caused by the delay. Please let us know if you have any further questions or concerns. Have a nice day!

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Dear [redacted] , Your auto shipment discount was not applicable to your order due to multiple discounts being attempted to be usedPer our policy on our webpage, discounts are not able to be combined and the less of the discounts will be removedI apologize for any inconvenience this causedIf you have any further questions, please contact me directly at X-XXX-XXX-XXXX ext Sincerely, [redacted] Customer Service Supervisor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not address either issueThey changed the amount of the credit card charge without my approval, and they still refuse to remove my credit card and other personal information from their systemTheir explanation that I failed to read the fine print is ridiculousThe invoice total as copied directly from the purchase screen: Your Total After Auto Ship Discount:$This is the only amount I approved Final Business Response / [redacted] (4000, 10, 2015/07/20) */ Hello [redacted] , The order was not made with multiple coupons, but was made with multiple discountsOur policy regarding multiple discounts is on our website and can be read here,www.entirelypets.com/info.htmlIn the interest of good customer service, we will issue the difference as store credit towards any future order made by phoneIf you have any further questions, please e-mail me at [redacted] @healthypets.com Sincerely, [redacted] Customer Service Final Consumer Response / [redacted] (4200, 12, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is impossible for anyone, let alone a senior citizen to decipher their websiteThey still charged more than I agreed to pay on the check out screen, and they still refuse to remove my credit card and personal information from their systemThe store credit is meaninglessI do not trust a company that just changes amounts on invoices, and would never do business with them again

Final Consumer Response / [redacted] (2000, 5, 2015/09/01) */ I received my refund on the returnThe only thing I am disappointed in is that the business deducted S&HWhen I purchased the items there was no S&H feesThank you for your helpI was trying to get a refund for five weeks, with your assistance it was less then a week

I received the missing items from my order Please consider my complaint settled Thank you Dave

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***

Hi ***
Thank you for your feedbackWe're sorry to hear of the situation with your deliveryPlease note we did ship to the address provided at check-out and have received delivery confirmation from the carrier to that same addressWe can't be held responsible for a change of address made
after an order is placed, if we are not contacted prior to the order being shippedAs stated on our site policies, we are unable to cancel an order once in transitYour first attempt to contact us to correct the error made at check-out, came on the day the order was marked deliveredWe highly advise against using auto-fill via your web browser settings for orders to deter these issuesThis is why we request the information entered each time a customer orders with us.
As your pet's needs are important to us, we have issued a full refund for your order so you may purchase the product once moreWe do apologize for any inconvenience this may have causedPlease let us know if you have any other questions or concernsThank you for your timeHave a nice day!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/10/26) */
Hello ***,
I'm very sorry to hear of the unfortunate service you were given with your purchase with usI have issued a refund in the amount of $back to your accountPlease allow 3-business days for this to post on your endIf
there's anything else I can do for you, please let me know
Sincerely,
*** M
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund of $Thank you for helping resolve this issueI consider the matter closed

Hello ***
Thank you for your feedbackUpon looking into your order our system shows it was received as 4/12:06am ESTWe have confirmed it was picked up as of 4/27/17, the day after the order was received by usUSPS Tracking *** reflects the aforementioned time
frames and delivery being made on 4/to youThis delivery time does complete your order as requested with priority delivery (2-4) business daysAs there is some delay in the information syncing to online sites for tracking purposes, this doesn't always reflect immediatelyWe do apologize for any inconvenience that may have causedYour complimentary replacement package sent (Via USPS tracking*** does also reflect the delivery made to you being delivered on 4/As per the information provided by tracking, the deliveries were made to the best of our abilities and were still within the 2-business days from the local time you placed your order (4/25/@ 7pm) as selected. We will allow you to keep the replacement order for the trouble with the information reflecting in a timely fashion onlinePlease note most tracking information would sync to be viewed online for most carriers within business dayThank you for your patience with this matterPlease let us know if you have any further questions or concernsHave a nice day!