We sincerely apologize for any confusion there might be with our customers most recent order placed on Thursday March 10th @ 10:17 AM. This order was processed from 3 different areas of our warehouse and so it shipped in 3 different shipments. The first shipment was 3 boxes and was the...
ferret litter. Being as these are 50lb bags they needed to be packaged separately. (3 boxes) We also had two other packages that shipped to our customer on this order. The date of shipment in our system is when the package was processed for shipment. We do state "Most orders ship within 12 hours and it is our goal, but not a guarantee. We do guarantee the package to arrive within the designated shipping time-frame. This order was placed on 3/10/16 with "Economy Free Shipping" (5-9 Business days) and all 3 shipments show delivered with the latest being 3/21/16 which would be the 7th business day. We do apologize that it was inconvenient for our customer to pick up their order in two shipments. I feel that we have explained this to our customer in the past and although it can be frustrating, we are within our guidelines. Our customer was offered the $20 credit and it is felt this is sufficient. We would also like to suggest our customer be sure to allow the full shipping time-frame for shipments in the future and order at least 2 weeks before he is going to run out of the necessities. This will allow for his pet's to have what is essential for their everyday care. If our customer has any further questions or concerns they should feel free to contact us at ###-###-#### 7 days a week 7am-10pm.Sincerely,Drs. Foster & Smith
I found a Light fixture for our breaded dragon for a great price on Dr. fosters and smith website. I ordered it in the afternoon and received a confirmation. At 6pm the next day I received an email stating that the Item was discontinued and out of stock. Why was it still on the website ? Why did the website tell me it was out of stock ? Why did I get a confirmation ? Why did I not hear earlier? After looking, I have seen other reviews regarding similar issues. Dr. fosters and smith needs to do more to fix these issues. Honoring these commitments would be a good start
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed this process again with our internet marketing team and find that we do have an easy "Unsubscribe All" option. The most convenient way to unsubscribe is to click on the "unsubscribe" link at the...
bottom of the email received. Once you click on this, it will direct you to the subscription page. On the right hand side of the page you will see a button stating "Unsubscribe All". Once you click on this, it will confirm that you have been successfully unsubscribed. We hope this resolves our customers concern. Our customer is welcome to 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,
Patricia [redacted]
We sincerely apologize for the inconvenience this has caused our customer. We have reached out to our customer to address the concerns noted. We have fully refunded the customer for their purchase and asked that the product be donated so it can be used prior to the expiration dating.If...
our customer has any further concerns, they should feel free to contact us at ###-###-#### Sun-Sat 8am-8pm CST. Sincerely,Drs. Foster and Smith
We sincerely apologize for the frustration this has caused our customer. We have reviewed the information given and note that the customer is adding multiple names when placing orders online. Depending on how the names are added on the order, it causes our system to create a new file. We found a...
couple of duplicate files for this customer and have flagged them all to not send catalogs. We will also work with our catalog marketing department to be sure they flag him to not receive catalogs. I will also merge the files, so we only have one file. The customer should only use one name on their files as this will stop new files from being created. I will leave only the name within the customers email address provided in this complaint. The other name will be removed. Hopefully this will help our customer in the future.
If the customer would like to speak with us further, they should feel free to contact us at ###-###-####. 7am-10pm CST.
Sincerely,
Drs. Foster & Smith
We sincerely apologize for any confusion on the last response. We are happy to get our customer the same cover that was received on the December bed purchase. We just wanted to be clear on the matter, so we could assist to our best ability. We will have a bed cover made with the same fabric as the original bed purchased in December. We will put through this request to ship the cover to the customer. We just ask that the customer keep the latest bed shipped to them on 2/12/15. We again apologize that this situation wasn't looked into further when the customer contacted us the first few times. We will address this internally.
Thank you,
Drs. Foster & Smith
Good morning Mr. [redacted], I apologize that you had an unpleasant experience. You are a valued customer and we certainly should have come up with an acceptable resolution. I will have one of my team leaders look into this matter further and contact you as soon as possible. Have a great day,...
[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]
Have you heard from the company?I Did receive one reply of them basically saying they compensated me a measly $20 which was on the phone with a lady whom I told don't bother I'll be calling back to get this resolved better.Are you satisfied with the company's efforts to resolve this matter?No I am not satisfied I want them to complete there job or make it right.
[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. Their online FB page people actually called me to resolve. The immediately refunded my money and I donated the food to dog rescue friends as they are always in need of food for the foster dogs. So I didn't have to worry about loading big boxes to get them sent back. I also found out they merged with Petco and this type of food is specialty and The Honest Kitchen does not sell their products to big box stores. So there was a good reason for all of this. I am thankful the online Facebook team saw my post as well as received the Revdex.com complaint. Many thanks to the Revdex.com.
Regards,
[redacted]
We sincerely apologize for the inconvenience this causes our customer. We do understand his concern, but also note that we have a satisfaction guarantee of items arriving within delivery time frame. We know this customer has been concerned in the past, due to the way his orders arrive. Meaning a drive to pick up the package is made on his end. If we can do anything to make it easier for him to receive his orders closer to home, we would be happy to try to arrange this. We apologize we can't guarantee all packages to ship in the same packages or on the same day, as we do have additional distribution centers and vendors that ship directly. This isn't any different than prior orders with us. Please let us know if we can work to have packages delivered somewhere closer to home in order to save time and effort on the customer's part.Thank you for your understanding and willingness to work with us.Sincerely,Drs. Foster and Smith
We sincerely apologize that this complaint wasn't responded too moretimely. We did look into the concerns and had responded, but the complaint doesn't show this was done and note that this product is not shown as "Made in USA". We apologize for the miscommunication that occurred. ...
We have sent the customer a return label and would be happy to accept them back, but we went ahead and refunded the customer for the full $85.38 as of today. If our customer has further concerns we would be happy to assist them and can be reached at ###-###-####. Thanks, Drs. Foster & Smith
We sincerely apologize for the frustration this has ca used our customer. After receiving th iscomplaint, it was requested that our Aquaculture Facility Manager get involved in the review of thewebsite concern . In spea king with our Aquaculture Manager, it was determined we needed to confirmsome...
addit ion al things with our vendor. We have since reached out to our vendor for clarification ofwhat was being shipped . The vendor stated they were shipping what they were being told was the Riode Para PIe co, but after further investigation the image online didn't show the exact item being shipped.Since this complaint the item was removed from the website until we could appropriately display thespecimen. We appreciate our customer letting us know of this concern. We had refunded the ori ginalmethod of payment for the specimen on 5/18/16 $64.19. We also placed a credit on file for the totalamount of the order. We then refunded our customer's ori ginal method of payment for the shippingcost of $32.09 on 6/13/16.If our customer has any further concerns, we ask that they please contact us at [redacted]Monday - Friday 7:30AM-10:00PM or Saturday-Sunday 8:00AM-8:00PM.Sincerely,Drs. Foster
[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. The e-mails finally stopped. It is a shame that after repeated calls to this business that I was forced to take action with the Revdex.com to get them to stop spamming me with several e-mails a day. I won't be placing orders with this business in the future.
Regards,
[redacted]
We sincerely apologize for our customers frustration. We have reviewed the customer file and find that on 11/7/15 an order was placed online and the Auto Delivery option was chosen and filled out. The auto delivery was setup for item# 75682 - 4LB Select Chicken Premium Ferret Diet and...
item# 264358 Ferretvite 4.25oz. The total came to $31.46 and was scheduled to reoccur every 9 weeks. Next delivery was set to be shipped on 1/11/16. When we were contacted on 1/11/16 by our customer, we cancelled the order, cancelled the auto delivery program and requested that the account be removed from any further emails per the customers request. The order hadn't shipped yet, so we only had to cancel the order and the bank drops the authorization. If our customer has any further questions or concerns they should contact us at ###-###-####. Sincerely, Drs. Foster & Smith
Good afternoon Ms. [redacted], I apologize that you feel our level of service has declined. We do pride ourselves on taking excellent care with our customers and are always working towards developing and empowering our teams. We appreciate your feedback and agree that we are in need of...
some enhancements with development to our site. Several, customer friendly improvements have been made over the past year for which we have received very positive feedback on. You are correct that our online support partners do not have access to modifying your real time shopping cart or making adjustments to pricing unless it is done with a phone Representative. We have far more sales, promotions, gift certificate offers and price matching ability than we ever have. We absolutely value you as a customer and are hopeful that you will continue to look to us for your pets health and wellness needs. As a gesture of satisfying your dissatisfaction, I have initiated an order of a variety of treats that I hope your dogs will enjoy...If not, kindly donate to a family or shelter of your choice. Have a great afternoon and please let me know if we are able to assist you with any other concerns. Thank you, [redacted]
Good afternoon Mr. [redacted], I apologize that we have not been successful in removing you from unwanted mailings. At glance, with the visibility that we have on this topic, it appears that you are unsubscribed for such mailings, however, I assure you that I have forwarded your information on to...
our Marketing Department. They will be able to look at all of the behind the scene menus and have you removed. Again, I apologize, we certainly do not intend to send you emails you are not interested in receiving. Good day, Cindy [redacted] Drs. Foster and Smith Customer Service Manager
Thank you for allowing us the opportunity to reply to Mr. [redacted] concerns. There were a couple of pricing errors that took place and were resolved by Mr. [redacted] working with our Live Aquaria team. In reviewing the order history, his concerns were resolved and the matter was handled...
[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,
Susan [redacted]
We sincerely apologize for any confusion there might be with our customers most recent order placed on Thursday March 10th @ 10:17 AM. This order was processed from 3 different areas of our warehouse and so it shipped in 3 different shipments. The first shipment was 3 boxes and was the...
ferret litter. Being as these are 50lb bags they needed to be packaged separately. (3 boxes) We also had two other packages that shipped to our customer on this order. The date of shipment in our system is when the package was processed for shipment. We do state "Most orders ship within 12 hours and it is our goal, but not a guarantee. We do guarantee the package to arrive within the designated shipping time-frame. This order was placed on 3/10/16 with "Economy Free Shipping" (5-9 Business days) and all 3 shipments show delivered with the latest being 3/21/16 which would be the 7th business day. We do apologize that it was inconvenient for our customer to pick up their order in two shipments. I feel that we have explained this to our customer in the past and although it can be frustrating, we are within our guidelines. Our customer was offered the $20 credit and it is felt this is sufficient. We would also like to suggest our customer be sure to allow the full shipping time-frame for shipments in the future and order at least 2 weeks before he is going to run out of the necessities. This will allow for his pet's to have what is essential for their everyday care. If our customer has any further questions or concerns they should feel free to contact us at ###-###-#### 7 days a week 7am-10pm.Sincerely,Drs. Foster & Smith
I found a Light fixture for our breaded dragon for a great price on Dr. fosters and smith website. I ordered it in the afternoon and received a confirmation. At 6pm the next day I received an email stating that the Item was discontinued and out of stock. Why was it still on the website ? Why did the website tell me it was out of stock ? Why did I get a confirmation ? Why did I not hear earlier? After looking, I have seen other reviews regarding similar issues. Dr. fosters and smith needs to do more to fix these issues. Honoring these commitments would be a good start
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed this process again with our internet marketing team and find that we do have an easy "Unsubscribe All" option. The most convenient way to unsubscribe is to click on the "unsubscribe" link at the...
bottom of the email received. Once you click on this, it will direct you to the subscription page. On the right hand side of the page you will see a button stating "Unsubscribe All". Once you click on this, it will confirm that you have been successfully unsubscribed. We hope this resolves our customers concern. Our customer is welcome to 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,
Patricia [redacted]
We sincerely apologize for the inconvenience this has caused our customer. We have reached out to our customer to address the concerns noted. We have fully refunded the customer for their purchase and asked that the product be donated so it can be used prior to the expiration dating.If...
our customer has any further concerns, they should feel free to contact us at ###-###-#### Sun-Sat 8am-8pm CST. Sincerely,Drs. Foster and Smith
We sincerely apologize for the frustration this has caused our customer. We have reviewed the information given and note that the customer is adding multiple names when placing orders online. Depending on how the names are added on the order, it causes our system to create a new file. We found a...
couple of duplicate files for this customer and have flagged them all to not send catalogs. We will also work with our catalog marketing department to be sure they flag him to not receive catalogs. I will also merge the files, so we only have one file. The customer should only use one name on their files as this will stop new files from being created. I will leave only the name within the customers email address provided in this complaint. The other name will be removed. Hopefully this will help our customer in the future.
If the customer would like to speak with us further, they should feel free to contact us at ###-###-####. 7am-10pm CST.
Sincerely,
Drs. Foster & Smith
We sincerely apologize for any confusion on the last response. We are happy to get our customer the same cover that was received on the December bed purchase. We just wanted to be clear on the matter, so we could assist to our best ability. We will have a bed cover made with the same fabric as the original bed purchased in December. We will put through this request to ship the cover to the customer. We just ask that the customer keep the latest bed shipped to them on 2/12/15. We again apologize that this situation wasn't looked into further when the customer contacted us the first few times. We will address this internally.
Thank you,
Drs. Foster & Smith
Good morning Mr. [redacted], I apologize that you had an unpleasant experience. You are a valued customer and we certainly should have come up with an acceptable resolution. I will have one of my team leaders look into this matter further and contact you as soon as possible. Have a great day,...
[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]
Have you heard from the company?I Did receive one reply of them basically saying they compensated me a measly $20 which was on the phone with a lady whom I told don't bother I'll be calling back to get this resolved better.Are you satisfied with the company's efforts to resolve this matter?No I am not satisfied I want them to complete there job or make it right.
[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. Their online FB page people actually called me to resolve. The immediately refunded my money and I donated the food to dog rescue friends as they are always in need of food for the foster dogs. So I didn't have to worry about loading big boxes to get them sent back. I also found out they merged with Petco and this type of food is specialty and The Honest Kitchen does not sell their products to big box stores. So there was a good reason for all of this. I am thankful the online Facebook team saw my post as well as received the Revdex.com complaint. Many thanks to the Revdex.com.
Regards,
[redacted]
We sincerely apologize for the inconvenience this causes our customer. We do understand his concern, but also note that we have a satisfaction guarantee of items arriving within delivery time frame. We know this customer has been concerned in the past, due to the way his orders arrive. Meaning a drive to pick up the package is made on his end. If we can do anything to make it easier for him to receive his orders closer to home, we would be happy to try to arrange this. We apologize we can't guarantee all packages to ship in the same packages or on the same day, as we do have additional distribution centers and vendors that ship directly. This isn't any different than prior orders with us. Please let us know if we can work to have packages delivered somewhere closer to home in order to save time and effort on the customer's part.Thank you for your understanding and willingness to work with us.Sincerely,Drs. Foster and Smith
We sincerely apologize that this complaint wasn't responded too moretimely. We did look into the concerns and had responded, but the complaint doesn't show this was done and note that this product is not shown as "Made in USA". We apologize for the miscommunication that occurred. ...
We have sent the customer a return label and would be happy to accept them back, but we went ahead and refunded the customer for the full $85.38 as of today. If our customer has further concerns we would be happy to assist them and can be reached at ###-###-####. Thanks, Drs. Foster & Smith
We sincerely apologize for the frustration this has ca used our customer. After receiving th iscomplaint, it was requested that our Aquaculture Facility Manager get involved in the review of thewebsite concern . In spea king with our Aquaculture Manager, it was determined we needed to confirmsome...
addit ion al things with our vendor. We have since reached out to our vendor for clarification ofwhat was being shipped . The vendor stated they were shipping what they were being told was the Riode Para PIe co, but after further investigation the image online didn't show the exact item being shipped.Since this complaint the item was removed from the website until we could appropriately display thespecimen. We appreciate our customer letting us know of this concern. We had refunded the ori ginalmethod of payment for the specimen on 5/18/16 $64.19. We also placed a credit on file for the totalamount of the order. We then refunded our customer's ori ginal method of payment for the shippingcost of $32.09 on 6/13/16.If our customer has any further concerns, we ask that they please contact us at [redacted]Monday - Friday 7:30AM-10:00PM or Saturday-Sunday 8:00AM-8:00PM.Sincerely,Drs. Foster
[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. The e-mails finally stopped. It is a shame that after repeated calls to this business that I was forced to take action with the Revdex.com to get them to stop spamming me with several e-mails a day. I won't be placing orders with this business in the future.
Regards,
[redacted]
We sincerely apologize for our customers frustration. We have reviewed the customer file and find that on 11/7/15 an order was placed online and the Auto Delivery option was chosen and filled out. The auto delivery was setup for item# 75682 - 4LB Select Chicken Premium Ferret Diet and...
item# 264358 Ferretvite 4.25oz. The total came to $31.46 and was scheduled to reoccur every 9 weeks. Next delivery was set to be shipped on 1/11/16. When we were contacted on 1/11/16 by our customer, we cancelled the order, cancelled the auto delivery program and requested that the account be removed from any further emails per the customers request. The order hadn't shipped yet, so we only had to cancel the order and the bank drops the authorization. If our customer has any further questions or concerns they should contact us at ###-###-####. Sincerely, Drs. Foster & Smith
Good afternoon Ms. [redacted], I apologize that you feel our level of service has declined. We do pride ourselves on taking excellent care with our customers and are always working towards developing and empowering our teams. We appreciate your feedback and agree that we are in need of...
some enhancements with development to our site. Several, customer friendly improvements have been made over the past year for which we have received very positive feedback on. You are correct that our online support partners do not have access to modifying your real time shopping cart or making adjustments to pricing unless it is done with a phone Representative. We have far more sales, promotions, gift certificate offers and price matching ability than we ever have. We absolutely value you as a customer and are hopeful that you will continue to look to us for your pets health and wellness needs. As a gesture of satisfying your dissatisfaction, I have initiated an order of a variety of treats that I hope your dogs will enjoy...If not, kindly donate to a family or shelter of your choice. Have a great afternoon and please let me know if we are able to assist you with any other concerns. Thank you, [redacted]
Good afternoon Mr. [redacted], I apologize that we have not been successful in removing you from unwanted mailings. At glance, with the visibility that we have on this topic, it appears that you are unsubscribed for such mailings, however, I assure you that I have forwarded your information on to...
our Marketing Department. They will be able to look at all of the behind the scene menus and have you removed. Again, I apologize, we certainly do not intend to send you emails you are not interested in receiving. Good day, Cindy [redacted] Drs. Foster and Smith Customer Service Manager
Thank you for allowing us the opportunity to reply to Mr. [redacted] concerns. There were a couple of pricing errors that took place and were resolved by Mr. [redacted] working with our Live Aquaria team. In reviewing the order history, his concerns were resolved and the matter was handled...
to his satisfaction. 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 is satisfactory to me.
Regards,
Susan [redacted]