Good afternoon, There are many items that are eligible for Auto DeliverySome of the items are also eligible for a one time gift certificate offer as a new subscriber to the plan. Once you set up the item for Auto Delivery, you will see if the item has the offerThe item that you were inquiring on, Dasaquin with MSM tablets, currently does notI have attached a document to give you a visual of these different scenariosThe first item listed in the cart, Probiotic Soft Chews, is an example of an item that currently has a $10 gift Certificate offerThe second item, Dasaquin, you will see does not list a Gift Certificate with sign upLastly, the third item in the document, the Adult Chicken & Brown Rice, currently has a $Gift Certificate for eligible customers. For your convenience, this link will take you to all of the details of the Auto Delivery Program: http://www.drsfostersmith.com/general.cfm?gid=1483I apologize for the misinformation you received when you inquired about eligibility. Although you did not set up Auto Delivery, we wanted to make good on what has become a confusing situationLast Friday, I requested that a complimentary $Gift Certificate is sent your way. The offers routinely changeI will make sure our partners are properly utilizing their available resources to ensure they are providing accurate details to our customers. Thank you, *** ***
Thank you for sharing your experience Mr*** and allowing us the opportunity to reach a resolutionI sincerely apologize that the situation was not handled appropriately with your initial contact. As *** discussed with you yesterday, there was a timing issue in that the site allowed you to place an order for an item that we no longer have inventory on and had been discontinued. With the order that was placed yesterday and the credit that was given, it is my understanding that you are satisfied with the transactionWe will work smarter in the futureWe appreciate your loyalty!Please feel free to reach out if there are any other questions or concerns you may haveThank you, *** ***
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed this customer file and flagged the account associated with the email noted on the complaint. We also contacted our marketing dept to stop sending promotional emails in general, so they aren't on
any additional marketing lists. Our customer shouldn't receive any further emails as of Friday this week(4/15/16) If our customer has an additional email that is receiving emails, we would ask they supply that email information to us to remove from marketing lists also.Please feel free to contact us at ###-###-#### with additional questions. Sincerely,DrsFoster and Smith
Good morning, Thank you for the informationI apologize that Mr*** was not satisfied with his recent orderAccording to our records (see attached tracking detail from UPS) the order was delivered on 9/29/at 12:19pm, left at the Rear Door.Prior to extending an immediate refund, it is
standard practice for us to follow up with the shipper in these instancesWe have not heard back from UPS yet, however, we will go ahead and initiate a full refund for the customerThe $refund will be credited to the original form of paymentI will have one our Customer Service Representatives reach out to Mr. *** to explain how we are resolving the situation.Thank you and please let me know if you are in need of any further information*** ***
We sincerely apologize for our customers frustration. We have requested the email noted on this complaint be removed from the marketing emails and ask that the customer make sure they removed themselves from any online email alerts. Please allow business days for this to be fully
removed from the system.If any further concerns come up we ask that the customer contact us at ###-###-####Mon-Sun 7am-10pm CST Sincerely,DrsFoster & Smith
Good afternoon, Ms., ***, My sincere apologies for the delay with this response. Thank you to *** from the Revdex.com in reaching out to me to call out this dated concern. DrsFoster and Smith does not take part in any unauthorized charges to customers credit
cards. We have a secure site and a Loss Prevention team that do an amazing job with curbing fraud. With the details provided, I am unable to locate any orders that were attempted to be placed, however, if it was a fraud situation, the violator likely did not use Ms***'s true address. We can investigate further, however, we will need Ms*** to call us with the credit card information for us to verify where the transaction originated.Most likely, if it was just an authorization, this would have dropped weeks agoIf it was a true deposit, please dispute the charge and request a chargeback from your credit card company. I sincerely apologize if Ms*** has experienced her card being compromised by a dishonest stranger, however, rest assured the action was not initiated by DrsFoster and Smith.Please reach out to me if I can be of further assistanceThank you, *** ***
We sincerely apologize for our customers frustration. We have reviewed the file and see the customers concerns. It is standard practice for us to handle these types of situations with a credit on file or the customer can return the products, but understand the customers
frustration. It is noted that our customer wanted to do exchanges and free shipping was offered on the exchanges which is part of our return policy. I do see that our customer has a credit on file of $for returned products, so I will have this fully refunded. In these types of situations we ask that our customer contact us requesting a full refund of their credit on file, as we do work with our customers in regards to the returns policy. The refund will be in the form of a refund check for $74.54. If our customer has any further concerns in the future we ask that they contact us at ###-###-#### in order to fully address their concern. Sincerely,DrsFoster & Smith
Thank you for the informationIt appears there was difficulty in getting the initial complaint routed to the proper authority here at Doctors Foster and SmithIn reviewing the complaint and our customer records, this incident was already resolved and the customer was refunded on 9/22/16Thank you,
Cindy ***
We sincerely apologize for the customer’s inconvenience. We have reviewed this file and see that the customer was refunded for this order for their inconvenience and frustration. We havereviewed the system concern and forwarded the order matching concerns to our IT deptto address right
away. On 9/16/the customer was able to obtain the package and called us back offering to pay for the order. We againsincerely apologize for the customer’s frustration and so we have placed a $credit on file for the customer to use in the future. If the customer has further questions and concerns they can reach us at###-###-####.Sincerely,DrsFoster & Smith
Revdex.com:
Hello-i have detailed info on the fiasco of this order.packafe was addressed wrong and went to FOUR DIFFERENT LOCATIONS- none of which was my home.the customers service felt was rude and refused to help.NO ONE OFFERED HELP OR A REFUND OR ANYTHING TO RESOLVE THIS,stating I have to pay for it.I have PROOF ITEM WAS RETURNED TO COMPANY.THERE IS NO CREDIT BACK TO CREDIT CARD .Once I see the credit back I will let Revdex.com know.Thank you for your help.I have tried to attach files but was unsuccessful
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As you should follow through with your guarantees which you have notI'll also be posting frequent reviews about how poor of a shipping industry you areI can't receive shipping to my address because it's not a "safe location" so there really isn't a different method other then do your jobAlso your compensation wasn't satisfying to me when I spend $more then the $you compensated;which also I told the lady on the phone that I was not happy
Regards,
*** ***
Good afternoon Ms***, Thank you for bringing this matter to our attentionI apologize that your experience has been disappointing. It does appear that the matter you speak of has been since resolved. Our records indicate two separate refunds were processedThe first refund was processed on 9/in the amount of $and the second refund was processed on 9/for the same dollar amount, $Depending on your bank and their timeframes for processing refunds, the credits are likely already posted to your account. We hope you were able to locate a shelter in need to accept the donationPlease accept our apologies with the error in processing your refundWe are hopeful you will consider looking to us in the future for you pets health an wellness needsThank you, *** ***
We sincerely apologize for the inconvenience this caused our customer. After reviewing the account, it was noted that on 11/23/the customer was going to be contacted by the manufacturer to resolve any concerns as this is product related. The manufacturer wanted to follow up in regards
to their product. We do still understand the frustration of our customer in the fact that we did have some technical issues this past week and weren't able to be reached via phone a few days which led emails to dramatically increase. We understand this is not an excuse and would like to offer our customer a credit on file of $to cover the cost of the recent order. We realize the manufacturer was intending to take care of the product concern, but we feel it is still necessary to address the poor communication on our end We hope the manufacturer her been able to resolve the customers product concerns. If any further concerns come up, they should feel free to contact us at ###-###-####.Sincerely,DrsFoster & Smith
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We sincerely apologize for the inconvenience this has caused
our customer. I have reviewed this information and will send the request
off to our marketing and IT departments to be sure this gets addressed right
away. The customer’s information will be removedas we
have it on
file. If the customer has multiple files or email addresses, they could
still receive these emails. So if they have an email that is different
than on file, they should contact us with that information
If the customer has any further questions or concerns, we ask they call one of
our friendly Customer Service Reps at ###-###-####
Sincerely,
DrsFoster & Smith
We sincerely apologize for the frustration regarding this matter. We do show our customer is removed from the emails via the customer file. We have escalated a request to have the customer remove from any further marketing email lists via our IT & Marketing departments. It will
only be for the email that we show on this complaint. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####.Sincerely, Customer Service Management
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me. Thank You for handling this complaint for me. The company DrsFoster & Smith has not contacted me for any reason. However the constant emails from them stopped about two weeks after the complaint was made to you (Revdex.com). Thank You again for getting this problem solved. Marion WFoster
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There were two requests I made in my earlier complaint: (1) to be removed from their database completely, including my customer and order records, and (2) to have them implement an unsubscribe that is reasonably consistent with just about every other business I've seen on the web, which is to have an unsubscribe link in their emails that links to a page whose only purpose is to unsubscribe, either for a single service or for all services the vendor offers On that page the user should be able to click a single button that unsubscribes them from the service, or in some cases asks which email address the user wants to unsubscribe.Offering to remove me from their marketing list does neither I visited their site one single time a month or two back, didn't buy anything and was subsequently carpet bombed with marketing emails Clicking on their unsubscribe link put me into a loop did not allowe me to unsubscribe This is terrible, consumer-adverse behavior
Regards,
*** ***
We sincerely apologize for the inconvenience this has caused
our customer. I have reviewed this information and will send the request
off to our ***eting and IT departments to be sure this gets addressed right
away. The customer’s information will be removedas we
have it on
file. If the customer has multiple files or email addresses, they could
still receive these emails. So if they have an email that is different
than on file, they should contact us with that information
If the customer has any further questions or concerns, we ask they call one of
our friendly Customer Service Reps at ###-###-####
Sincerely,
DrsFoster & Smith
Thank you for your reply, Per Mr*** request, we have requested that all of his customer information, including order details is completely removed from our system. We apologize he was unable to successfully unsubscribe from the mailingsSubscribers to our emails do have the ability to manage their preferences by utilizing the links contained in email newsletters or via the "Email Sign Up" section on our website. It is not our intention to deliberately send mailings to customers they are not interested in receivingThank you, *** ***
Good afternoon, There are many items that are eligible for Auto DeliverySome of the items are also eligible for a one time gift certificate offer as a new subscriber to the plan. Once you set up the item for Auto Delivery, you will see if the item has the offerThe item that you were inquiring on, Dasaquin with MSM tablets, currently does notI have attached a document to give you a visual of these different scenariosThe first item listed in the cart, Probiotic Soft Chews, is an example of an item that currently has a $10 gift Certificate offerThe second item, Dasaquin, you will see does not list a Gift Certificate with sign upLastly, the third item in the document, the Adult Chicken & Brown Rice, currently has a $Gift Certificate for eligible customers. For your convenience, this link will take you to all of the details of the Auto Delivery Program: http://www.drsfostersmith.com/general.cfm?gid=1483I apologize for the misinformation you received when you inquired about eligibility. Although you did not set up Auto Delivery, we wanted to make good on what has become a confusing situationLast Friday, I requested that a complimentary $Gift Certificate is sent your way. The offers routinely changeI will make sure our partners are properly utilizing their available resources to ensure they are providing accurate details to our customers. Thank you, *** ***
Thank you for sharing your experience Mr*** and allowing us the opportunity to reach a resolutionI sincerely apologize that the situation was not handled appropriately with your initial contact. As *** discussed with you yesterday, there was a timing issue in that the site allowed you to place an order for an item that we no longer have inventory on and had been discontinued. With the order that was placed yesterday and the credit that was given, it is my understanding that you are satisfied with the transactionWe will work smarter in the futureWe appreciate your loyalty!Please feel free to reach out if there are any other questions or concerns you may haveThank you, *** ***
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed this customer file and flagged the account associated with the email noted on the complaint. We also contacted our marketing dept to stop sending promotional emails in general, so they aren't on
any additional marketing lists. Our customer shouldn't receive any further emails as of Friday this week(4/15/16) If our customer has an additional email that is receiving emails, we would ask they supply that email information to us to remove from marketing lists also.Please feel free to contact us at ###-###-#### with additional questions. Sincerely,DrsFoster and Smith
Good morning, Thank you for the informationI apologize that Mr*** was not satisfied with his recent orderAccording to our records (see attached tracking detail from UPS) the order was delivered on 9/29/at 12:19pm, left at the Rear Door.Prior to extending an immediate refund, it is
standard practice for us to follow up with the shipper in these instancesWe have not heard back from UPS yet, however, we will go ahead and initiate a full refund for the customerThe $refund will be credited to the original form of paymentI will have one our Customer Service Representatives reach out to Mr. *** to explain how we are resolving the situation.Thank you and please let me know if you are in need of any further information*** ***
We sincerely apologize for our customers frustration. We have requested the email noted on this complaint be removed from the marketing emails and ask that the customer make sure they removed themselves from any online email alerts. Please allow business days for this to be fully
removed from the system.If any further concerns come up we ask that the customer contact us at ###-###-####Mon-Sun 7am-10pm CST Sincerely,DrsFoster & Smith
Good afternoon, Ms., ***, My sincere apologies for the delay with this response. Thank you to *** from the Revdex.com in reaching out to me to call out this dated concern. DrsFoster and Smith does not take part in any unauthorized charges to customers credit
cards. We have a secure site and a Loss Prevention team that do an amazing job with curbing fraud. With the details provided, I am unable to locate any orders that were attempted to be placed, however, if it was a fraud situation, the violator likely did not use Ms***'s true address. We can investigate further, however, we will need Ms*** to call us with the credit card information for us to verify where the transaction originated.Most likely, if it was just an authorization, this would have dropped weeks agoIf it was a true deposit, please dispute the charge and request a chargeback from your credit card company. I sincerely apologize if Ms*** has experienced her card being compromised by a dishonest stranger, however, rest assured the action was not initiated by DrsFoster and Smith.Please reach out to me if I can be of further assistanceThank you, *** ***
We sincerely apologize for our customers frustration. We have reviewed the file and see the customers concerns. It is standard practice for us to handle these types of situations with a credit on file or the customer can return the products, but understand the customers
frustration. It is noted that our customer wanted to do exchanges and free shipping was offered on the exchanges which is part of our return policy. I do see that our customer has a credit on file of $for returned products, so I will have this fully refunded. In these types of situations we ask that our customer contact us requesting a full refund of their credit on file, as we do work with our customers in regards to the returns policy. The refund will be in the form of a refund check for $74.54. If our customer has any further concerns in the future we ask that they contact us at ###-###-#### in order to fully address their concern. Sincerely,DrsFoster & Smith
Thank you for the informationIt appears there was difficulty in getting the initial complaint routed to the proper authority here at Doctors Foster and SmithIn reviewing the complaint and our customer records, this incident was already resolved and the customer was refunded on 9/22/16Thank you,
Cindy ***
We sincerely apologize for the customer’s inconvenience. We have reviewed this file and see that the customer was refunded for this order for their inconvenience and frustration. We havereviewed the system concern and forwarded the order matching concerns to our IT deptto address right
away. On 9/16/the customer was able to obtain the package and called us back offering to pay for the order. We againsincerely apologize for the customer’s frustration and so we have placed a $credit on file for the customer to use in the future. If the customer has further questions and concerns they can reach us at###-###-####.Sincerely,DrsFoster & Smith
Revdex.com:
Hello-i have detailed info on the fiasco of this order.packafe was addressed wrong and went to FOUR DIFFERENT LOCATIONS- none of which was my home.the customers service felt was rude and refused to help.NO ONE OFFERED HELP OR A REFUND OR ANYTHING TO RESOLVE THIS,stating I have to pay for it.I have PROOF ITEM WAS RETURNED TO COMPANY.THERE IS NO CREDIT BACK TO CREDIT CARD .Once I see the credit back I will let Revdex.com know.Thank you for your help.I have tried to attach files but was unsuccessful
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As you should follow through with your guarantees which you have notI'll also be posting frequent reviews about how poor of a shipping industry you areI can't receive shipping to my address because it's not a "safe location" so there really isn't a different method other then do your jobAlso your compensation wasn't satisfying to me when I spend $more then the $you compensated;which also I told the lady on the phone that I was not happy
Regards,
*** ***
Good afternoon Ms***, Thank you for bringing this matter to our attentionI apologize that your experience has been disappointing. It does appear that the matter you speak of has been since resolved. Our records indicate two separate refunds were processedThe first refund was processed on 9/in the amount of $and the second refund was processed on 9/for the same dollar amount, $Depending on your bank and their timeframes for processing refunds, the credits are likely already posted to your account. We hope you were able to locate a shelter in need to accept the donationPlease accept our apologies with the error in processing your refundWe are hopeful you will consider looking to us in the future for you pets health an wellness needsThank you, *** ***
We sincerely apologize for the inconvenience this caused our customer. After reviewing the account, it was noted that on 11/23/the customer was going to be contacted by the manufacturer to resolve any concerns as this is product related. The manufacturer wanted to follow up in regards
to their product. We do still understand the frustration of our customer in the fact that we did have some technical issues this past week and weren't able to be reached via phone a few days which led emails to dramatically increase. We understand this is not an excuse and would like to offer our customer a credit on file of $to cover the cost of the recent order. We realize the manufacturer was intending to take care of the product concern, but we feel it is still necessary to address the poor communication on our end We hope the manufacturer her been able to resolve the customers product concerns. If any further concerns come up, they should feel free to contact us at ###-###-####.Sincerely,DrsFoster & Smith
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We sincerely apologize for the inconvenience this has caused
our customer. I have reviewed this information and will send the request
off to our marketing and IT departments to be sure this gets addressed right
away. The customer’s information will be removedas we
have it on
file. If the customer has multiple files or email addresses, they could
still receive these emails. So if they have an email that is different
than on file, they should contact us with that information
If the customer has any further questions or concerns, we ask they call one of
our friendly Customer Service Reps at ###-###-####
Sincerely,
DrsFoster & Smith
We sincerely apologize for the frustration regarding this matter. We do show our customer is removed from the emails via the customer file. We have escalated a request to have the customer remove from any further marketing email lists via our IT & Marketing departments. It will
only be for the email that we show on this complaint. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####.Sincerely, Customer Service Management
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me. Thank You for handling this complaint for me. The company DrsFoster & Smith has not contacted me for any reason. However the constant emails from them stopped about two weeks after the complaint was made to you (Revdex.com). Thank You again for getting this problem solved. Marion WFoster
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There were two requests I made in my earlier complaint: (1) to be removed from their database completely, including my customer and order records, and (2) to have them implement an unsubscribe that is reasonably consistent with just about every other business I've seen on the web, which is to have an unsubscribe link in their emails that links to a page whose only purpose is to unsubscribe, either for a single service or for all services the vendor offers On that page the user should be able to click a single button that unsubscribes them from the service, or in some cases asks which email address the user wants to unsubscribe.Offering to remove me from their marketing list does neither I visited their site one single time a month or two back, didn't buy anything and was subsequently carpet bombed with marketing emails Clicking on their unsubscribe link put me into a loop did not allowe me to unsubscribe This is terrible, consumer-adverse behavior
Regards,
*** ***
We sincerely apologize for the inconvenience this has caused
our customer. I have reviewed this information and will send the request
off to our ***eting and IT departments to be sure this gets addressed right
away. The customer’s information will be removedas we
have it on
file. If the customer has multiple files or email addresses, they could
still receive these emails. So if they have an email that is different
than on file, they should contact us with that information
If the customer has any further questions or concerns, we ask they call one of
our friendly Customer Service Reps at ###-###-####
Sincerely,
DrsFoster & Smith
Thank you for your reply, Per Mr*** request, we have requested that all of his customer information, including order details is completely removed from our system. We apologize he was unable to successfully unsubscribe from the mailingsSubscribers to our emails do have the ability to manage their preferences by utilizing the links contained in email newsletters or via the "Email Sign Up" section on our website. It is not our intention to deliberately send mailings to customers they are not interested in receivingThank you, *** ***