We sincerely apologize for the frustration this has caused our customer. This Advertisement is on Google and because we sell this product by the pill it notes the "Base Price" which is per pill. $a pill + tax and shipping. This is not something that going forward will change,
as it does list our base price. We do understand that the customer searched for a pk and Drs Foster and Smith and other competitor names came up. It does have a button to click on in order to shop with each company and directs you to each site. Our site shows the price listing for each pill, pk and pk discounts. Not all companies sell Heartgard Plus by the pill, so base prices will show differently. As a courtesy we are extending a $credit on file for our customer. We just want to be sure they understand this Ad won't be changing. If our customer has any further questions or concerns they can contact us at ###-###-####. (days a week 7am-10pm CST) Sincerely,DrsFoster & Smith
We sincerely apologize for the frustration this has caused our customer. The information has been passed onto our merchandising department as a customer concern. Although we understand the customers request for this information to be disclosed, we have a process to follow internally in order to address customer concerns. At this time we won't be posting this information, but the appropriate department has the information. If our customer has further questions or concerns they should feel free to contact us at ###-###-####. Sincerely, *** *** * ***
[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. However, I am somewhat leery that the matter has truly been resolvedI continued to receive spam email from this business up until 10/24/I have not receive any this week but time will tellThanks for your help in this matter
Regards,
*** ***
Good afternoon, We sincerely apologize for the experience Mr*** has reported. He is a valuable customer and it certainly is not our intent to send unnecessary or unwanted correspondence. Based on a conversation Mr*** had with our Customer Service Team on July 16, we are taking
the necessary measures to remove him from our Marketing email sendsI will be following up on this to ensure his requests have been fully processedThank you for allowing us the opportunity to respond and resolve the matterGood Day, *** ***
We sincerely apologize for the inconvenience this has caused. We have reviewed with our Marketing and IT departments to confirm the email noted in this complaint is no longer on our subscription lists. No further promotional emails should be received by this customer.If we can be of any
further assistance, we just ask the customer to contact one of our friendly customer service representatives at ###-###-####.Sincerely,DrsFoster & Smith
We sincerely apologize for the frustration this has caused our customer. We do have the option to unsubscribe online and we have reported the noted concern to our IT team. We have since flagged this account in our system to not receive emails to the address given in this complaint.If you
customer has any further questions or concerns, they should feel free to contact us ###-###-####.Sincerely, DrsFoster & Smith
We sincerely apologize again, but note that we have reached out to the manufacturer to be sure they were address our customers concern. Per the manufacturer on December 10th they were able to get in touch with our customer to resolve their concern. The customer has been offered compensation for his loss and we have refunded the the product. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####. Sincerely, Drs. Foster & Smith
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
We sincerely apologize for the inconvenience this is to our customer. We are unable to release information to customers due to the privacy laws. Our Law team can release the information if this is requested by the customers local law enforcement in reference to a claim. We also...
would suggest the customer contact their credit card company right away to cancel the credit card associated with the account. This would get them started in a charge back process and would leave the customer not liable for the charge. This is the standard process for us. Since we have not been notified of a charge back yet, we have refunded the customer the $53.57 which is the total amount of the order. We still highly recommend the customer cancel their card, though. If they have any further questions or concerns, they should feel free to contact us at ###-###-####. (7am-10pm) Sincerely, Drs. Foster & 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your time and valuable feedback,I apologize for the misinformation that was provided while communicating via live chat. As clearly stated online, and displayed below, we list pricing in USD. Shipping to Canada Prices and rates listed are in U.S. Dollars. Flat rate fee ($19.99 US)...
plus 12% International Surcharge based on merchandise value apply. Online orders ground shipping only; please call 800-381-7179 for expedited shipping. Please expect approximately 7-10 business days for delivery. Sorry, certain items (including prescription medications, foods, and flea & tick preventives) are not eligible for Canadian delivery. Just look for the Maple Leaf to see what items are available to ship to Canada. We have reached a resolution with Mr. D** and have refunded him $50. Thank you and please let me know if you are in need of any further details Cindy S[redacted]
We sincerely apologize for the inconvenience this has caused our customer. We have worked with our marketing department to be sure they have removed the email noted in this complaint. If our customer has an further questions or concerns they should feel free to contact us at...
###-###-####. (Mon-Fri 7am-10pm)Sincerely,Drs. Foster & Smith
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You state that the boxes were set for same day delivery, but my bank account or UPS doesn't look like they delivered the same day. When an order is placed regardless if they were on opposite sides of the warehouse they should ship the same day. When you guarantee something you should follow through with what you say, instead of make an excuse why they didn't ship. There is no explanation for why, except that your telling me to just deal with it and drive 20 miles to pickup packages that you guys ship 2 different days. Yes the shipping time-frame is 5-9 days which is the shipping method for everyone who places orders over $49.00; unless they want an upgrade. If they were both sent within 24 hours of the order being placed (which they were) then there would never have never been a need for me to take two trips. Personally I feel you need better warehouse management on getting out orders and packaging practices need to be better. Where as every order I have through you guys I'm having damaged issues or shipping issues. If every other drop shipper or dealer for ferrets and birds offered the same shipping method I would go through them but with online shopping or for these type of pets you have a good monopoly going.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. I still believe that the original advertisement was unclear and misleading, and I hope that the details of future advertisements and promotions are made clear and easy to understand for consumers, as well as your associates.
Regards,
[redacted]
We sincerely apologize for the frustration this has caused our customer. After review it is noted that UPS states the package was refused and being sent back to us. The package has an attempted delivery on December 26th @ 2:36 PM and additionally on December 29th @10:39 AM. We...
don't typically refund until the package is received back. This order had 2 separate shipments. One shipment was for a dog bed and this was delivered on December 24th. The other was for flea and tick products that didn't arrive until December 26th when UPS attempted the first delivery. We apologize if any inconvenience this may have caused. Our customer also stated they would be filing a charge-back and since this was noted we don't refund as it may cause duplicate refunds. I don't see that a chargeback has been done at this time, so I will refund the customer for the flea and tick package that hasn't arrived yet. ($58.98) If our customer has further questions or concerns they should feel free to contact us at ###-###-####. 7am-10pm Sincerely,Drs. Foster & Smith
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the customer file and see that we needed to verify the customer's credit card information, due to a flag that caught the order in our system. The customer placed this order# [redacted] on 6/21/15...
and the order was flagged and the customer was emailed to contact us for verification. The customer was then contacted via phone and a message was left on 6/22/15 to verify this information in order to allow this shipment. The customer called us back on 6/22/15 stating they would not verify the credit card information for us. For security purposes we were unable to ship the order without verification. The customer was informed we would need to cancel the order. We apologize that we were unable to verify this information in order to ship the order. We would be happy to assist the customer with placing an order and taking the credit card information directly from them. The customer was never charged for the order, it was only authorized. Once the order is cancelled the information is transmitted to the bank in order for them to drop the authorization. We again hope the customer can understand that we have these checks in place for the security of our customers and if the information was verified we would have been happy to ship the order out.If the customer would like to speak with us in regards to this, we would be happy to do so. Please contact us at ###-###-####.Sincerely,Drs. Foster and Smith
Good day, We immediately brought Mr. Lee's concerns to our Marketing team and explained the importance of following through with having his email account globally removed from unwanted mailings. I have been assured that they were successful in accomplishing this request.Thank you, [redacted]...
[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 [redacted], and find that this resolution...
We sincerely apologize for the inconvenience this has caused our customer. I have reviewed the customer information and verified with our accounting department, that the customer has been refunded in full. The initial refund was done on October 15th, 2014 for $8.99 and it was realized...
that it wasn't for the full amount. The customer was then refunded for the additional $8.98 on October 16th, 2014. The full amount refunded equals $17.97. I apologize for the delay in refunding the customer promptly. It was an error on our end, since EBay orders are refunded in a different manner.We also apologize that we were unable to fulfill the shipment for our customer. Unfortunately, things can run out of stock prior to us knowing as we are not staffed 24-7. Although it is our goal for this not to happen.We hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions. Sincerely,Drs. Foster & 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We sincerely apologize for the frustration this has caused our customer. This Advertisement is on Google and because we sell this product by the pill it notes the "Base Price" which is per pill. $a pill + tax and shipping. This is not something that going forward will change,
as it does list our base price. We do understand that the customer searched for a pk and Drs Foster and Smith and other competitor names came up. It does have a button to click on in order to shop with each company and directs you to each site. Our site shows the price listing for each pill, pk and pk discounts. Not all companies sell Heartgard Plus by the pill, so base prices will show differently. As a courtesy we are extending a $credit on file for our customer. We just want to be sure they understand this Ad won't be changing. If our customer has any further questions or concerns they can contact us at ###-###-####. (days a week 7am-10pm CST) Sincerely,DrsFoster & Smith
We sincerely apologize for the frustration this has caused our customer. The information has been passed onto our merchandising department as a customer concern. Although we understand the customers request for this information to be disclosed, we have a process to follow internally in order to address customer concerns. At this time we won't be posting this information, but the appropriate department has the information. If our customer has further questions or concerns they should feel free to contact us at ###-###-####. Sincerely, *** *** * ***
[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. However, I am somewhat leery that the matter has truly been resolvedI continued to receive spam email from this business up until 10/24/I have not receive any this week but time will tellThanks for your help in this matter
Regards,
*** ***
Good afternoon, We sincerely apologize for the experience Mr*** has reported. He is a valuable customer and it certainly is not our intent to send unnecessary or unwanted correspondence. Based on a conversation Mr*** had with our Customer Service Team on July 16, we are taking
the necessary measures to remove him from our Marketing email sendsI will be following up on this to ensure his requests have been fully processedThank you for allowing us the opportunity to respond and resolve the matterGood Day, *** ***
We sincerely apologize for the inconvenience this has caused. We have reviewed with our Marketing and IT departments to confirm the email noted in this complaint is no longer on our subscription lists. No further promotional emails should be received by this customer.If we can be of any
further assistance, we just ask the customer to contact one of our friendly customer service representatives at ###-###-####.Sincerely,DrsFoster & Smith
We sincerely apologize for the frustration this has caused our customer. We do have the option to unsubscribe online and we have reported the noted concern to our IT team. We have since flagged this account in our system to not receive emails to the address given in this complaint.If you
customer has any further questions or concerns, they should feel free to contact us ###-###-####.Sincerely, DrsFoster & Smith
We sincerely apologize again, but note that we have reached out to the manufacturer to be sure they were address our customers concern. Per the manufacturer on December 10th they were able to get in touch with our customer to resolve their concern. The customer has been offered compensation for his loss and we have refunded the the product. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####. Sincerely, Drs. Foster & Smith
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
We sincerely apologize for the inconvenience this is to our customer. We are unable to release information to customers due to the privacy laws. Our Law team can release the information if this is requested by the customers local law enforcement in reference to a claim. We also...
would suggest the customer contact their credit card company right away to cancel the credit card associated with the account. This would get them started in a charge back process and would leave the customer not liable for the charge. This is the standard process for us. Since we have not been notified of a charge back yet, we have refunded the customer the $53.57 which is the total amount of the order. We still highly recommend the customer cancel their card, though. If they have any further questions or concerns, they should feel free to contact us at ###-###-####. (7am-10pm) Sincerely, Drs. Foster & 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your time and valuable feedback,I apologize for the misinformation that was provided while communicating via live chat. As clearly stated online, and displayed below, we list pricing in USD. Shipping to Canada Prices and rates listed are in U.S. Dollars. Flat rate fee ($19.99 US)...
plus 12% International Surcharge based on merchandise value apply. Online orders ground shipping only; please call 800-381-7179 for expedited shipping. Please expect approximately 7-10 business days for delivery. Sorry, certain items (including prescription medications, foods, and flea & tick preventives) are not eligible for Canadian delivery. Just look for the Maple Leaf to see what items are available to ship to Canada. We have reached a resolution with Mr. D** and have refunded him $50. Thank you and please let me know if you are in need of any further details Cindy S[redacted]
We sincerely apologize for the inconvenience this has caused our customer. We have worked with our marketing department to be sure they have removed the email noted in this complaint. If our customer has an further questions or concerns they should feel free to contact us at...
###-###-####. (Mon-Fri 7am-10pm)Sincerely,Drs. Foster & Smith
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You state that the boxes were set for same day delivery, but my bank account or UPS doesn't look like they delivered the same day. When an order is placed regardless if they were on opposite sides of the warehouse they should ship the same day. When you guarantee something you should follow through with what you say, instead of make an excuse why they didn't ship. There is no explanation for why, except that your telling me to just deal with it and drive 20 miles to pickup packages that you guys ship 2 different days. Yes the shipping time-frame is 5-9 days which is the shipping method for everyone who places orders over $49.00; unless they want an upgrade. If they were both sent within 24 hours of the order being placed (which they were) then there would never have never been a need for me to take two trips. Personally I feel you need better warehouse management on getting out orders and packaging practices need to be better. Where as every order I have through you guys I'm having damaged issues or shipping issues. If every other drop shipper or dealer for ferrets and birds offered the same shipping method I would go through them but with online shopping or for these type of pets you have a good monopoly going.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. I still believe that the original advertisement was unclear and misleading, and I hope that the details of future advertisements and promotions are made clear and easy to understand for consumers, as well as your associates.
Regards,
[redacted]
We sincerely apologize for the frustration this has caused our customer. After review it is noted that UPS states the package was refused and being sent back to us. The package has an attempted delivery on December 26th @ 2:36 PM and additionally on December 29th @10:39 AM. We...
don't typically refund until the package is received back. This order had 2 separate shipments. One shipment was for a dog bed and this was delivered on December 24th. The other was for flea and tick products that didn't arrive until December 26th when UPS attempted the first delivery. We apologize if any inconvenience this may have caused. Our customer also stated they would be filing a charge-back and since this was noted we don't refund as it may cause duplicate refunds. I don't see that a chargeback has been done at this time, so I will refund the customer for the flea and tick package that hasn't arrived yet. ($58.98) If our customer has further questions or concerns they should feel free to contact us at ###-###-####. 7am-10pm Sincerely,Drs. Foster & Smith
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the customer file and see that we needed to verify the customer's credit card information, due to a flag that caught the order in our system. The customer placed this order# [redacted] on 6/21/15...
and the order was flagged and the customer was emailed to contact us for verification. The customer was then contacted via phone and a message was left on 6/22/15 to verify this information in order to allow this shipment. The customer called us back on 6/22/15 stating they would not verify the credit card information for us. For security purposes we were unable to ship the order without verification. The customer was informed we would need to cancel the order. We apologize that we were unable to verify this information in order to ship the order. We would be happy to assist the customer with placing an order and taking the credit card information directly from them. The customer was never charged for the order, it was only authorized. Once the order is cancelled the information is transmitted to the bank in order for them to drop the authorization. We again hope the customer can understand that we have these checks in place for the security of our customers and if the information was verified we would have been happy to ship the order out.If the customer would like to speak with us in regards to this, we would be happy to do so. Please contact us at ###-###-####.Sincerely,Drs. Foster and Smith
Good day, We immediately brought Mr. Lee's concerns to our Marketing team and explained the importance of following through with having his email account globally removed from unwanted mailings. I have been assured that they were successful in accomplishing this request.Thank you, [redacted]...
[redacted]
[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 [redacted], and find that this resolution...
is satisfactory to me.
Regards,
[redacted]
We sincerely apologize for the inconvenience this has caused our customer. I have reviewed the customer information and verified with our accounting department, that the customer has been refunded in full. The initial refund was done on October 15th, 2014 for $8.99 and it was realized...
that it wasn't for the full amount. The customer was then refunded for the additional $8.98 on October 16th, 2014. The full amount refunded equals $17.97. I apologize for the delay in refunding the customer promptly. It was an error on our end, since EBay orders are refunded in a different manner.We also apologize that we were unable to fulfill the shipment for our customer. Unfortunately, things can run out of stock prior to us knowing as we are not staffed 24-7. Although it is our goal for this not to happen.We hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions. Sincerely,Drs. Foster & 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]