Cobwebs, Inc.

Our policy, printed on the receipt (copy attached) and posted in the store in two locations (front of cash & wrap area and on a removable, laminated page behind the register but within sight of customer payment area}, regarding Guinea Pigs is a Seven Day REPLACEMENT Warranty IF Vitamins are
purchasedVitamins were purchased and the guinea pig was replaced on April.Our written policy from the front of cash & wrap is attachedWe do not replace a 'replacement pet' as the second one was not purchasedOur manager, Victorian, told the customer to cease feeding other than pelleted food when they presented with the first dead guinea pigFeeding young scours other foods is too much for their digestive system.Angela Marie C***
President, Cobwebs, incdba The Pet Store

Have the customer bring the item to the store
We should have done several things differently although I did respond to customer *** *** (see attached email) same day, to a vague request for our stores return policyThe customer could have contacted me by phone (my name was
given) or return email and the same result would have been achieved with much less paperwork
*** is a newer store manager and should have checked "up the chain to see if this item, if opened, could be returned
It is our policy to offer store credit to customers if the receipt appears to be missing or given some time, a receipt can possibly be duplicatedAlthough, this is at managers discretion as we have had issues with "customers" trying to return shoplifted itemsNormally, that type of transaction is evident
Specifically, this item can be returned for store credit and we can send it back to our distributor with a reason code of: did not work for customerThis is not always the caseThere are many cases where we won't return an item; a dog coat that has been worn and dirty, etc
Our POS (cash register system) only allows us to return an item using the transaction code on the receiptThe computer then returns the money the same way (cash or the specific credit card) the purchase was madeWhich is why, in a case of a missing receipt we can issue store credit
FYI, we are unable to search on transaction using our loyalty card so this would not have been a viable way of seeing any transaction
I urge *** *** to contact us directly as she did in the past with any store issues and I will act to resolve them ASAPWe also thank her for her businessI did try to contact the customer via phone but the number forwarded to a *** number not listed on the bottom of the complaint

Someone named Angie ( I think) was very rude to me while responding to my concerns regarding the business policies regarding playing with puppies at the store. I voiced my concern regarding their policy of asking for a $2 donation to play with the dogs. If you don't donate the $2 you do not play with the dogs. When I asked for a receipt for my donation, they would not give me one. Basically I feel customers are being "charged" to play with the pets and there is nothing advertised or in writing stating this anywhere in the store. So while voicing my concerns online, the store replied that I need to take my business elsewhere and blocked me. Very unprofessional to say the least.

Someone named Angie ( I think) was very rude to me while responding to my concerns regarding the business policies regarding playing with puppies at the store. I voiced my concern regarding their policy of asking for a $2 donation to play with the dogs. If you don't donate the $2 you do not play with the dogs. When I asked for a receipt for my donation, they would not give me one. Basically I feel customers are being "charged" to play with the pets and there is nothing advertised or in writing stating this anywhere in the store. So while voicing my concerns online, the store replied that I need to take my business elsewhere and blocked me. Very unprofessional to say the least.

Review: Bought a remote trainer for my dog. It uses noise, did not work with my dog. Bought on 2/24/14. Called and spoke to [redacted] on 2/27/14 at 1215 to ask about return without receipt (used charge card was also put on my loyalty card for store). Was told because it was used it could not be returned. I even was willing to have it put on a gift card. I paid over $150.00.Desired Settlement: Either refund or store credit would be fine.

Business

Response:

Have the customer bring the item to the store.

We should have done several things differently although I did respond to customer [redacted] (see attached email) same day, to a vague request for our stores return policy. The customer could have contacted me by phone (my name was given) or return email and the same result would have been achieved with much less paperwork.

[redacted] is a newer store manager and should have checked "up the chain to see if this item, if opened, could be returned.

It is our policy to offer store credit to customers if the receipt appears to be missing or given some time, a receipt can possibly be duplicated. Although, this is at managers discretion as we have had issues with "customers" trying to return shoplifted items. Normally, that type of transaction is evident.

Specifically, this item can be returned for store credit and we can send it back to our distributor with a reason code of: did not work for customer. This is not always the case. There are many cases where we won't return an item; a dog coat that has been worn and dirty, etc..

Our POS (cash register system) only allows us to return an item using the transaction code on the receipt. The computer then returns the money the same way (cash or the specific credit card) the purchase was made. Which is why, in a case of a missing receipt we can issue store credit.

FYI, we are unable to search on transaction using our loyalty card so this would not have been a viable way of seeing any transaction.

I urge [redacted] to contact us directly as she did in the past with any store issues and I will act to resolve them ASAP. We also thank her for her business. I did try to contact the customer via phone but the number forwarded to a [redacted] number not listed on the bottom of the complaint

My husband and I purchased a puppy from this store back in June of this year (5 months ago). She is now 7 months old and is in great health. We've never had any issues with her and her personality is the best. In fact, we say all the time that she is the best dog we've ever owned. The staff was very friendly and helpful. We would likely return in the future.