[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. On complaint ID [redacted] received full refund within 48 hours so am pleased with positive outcome.
Mr. [redacted]Thank you for bringing your experience to our attention. I apologize that the service you received while utilizing Live Chat was not the quality, customer focused experience that we typically pride ourselves in providing. After reading your post a couple of days ago, I asked...
one of our team leaders to reach out to you to reach a satisfactory resolution. I am pleased that [redacted] was able to reach you and take care of your needs in timely manner. Thank you for giving us the opportunity to make things right, we appreciate having you as a customer! Have a great evening, [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]
Good morning, Thank you for reaching out to voice your concerns regarding the Adequan Canine vials. As shown in the attachment, we have updated our product page to further detail that the item comes with one vial for the retail of $69.99. In addition, I have included a...
snapshot of competitor retails. It is clear by these comparison retails that it is unrealistic to sell two vials for the price of $69.99. The representative that you spoke with, kindly extended a goodwill credit of $30.00. To resolve this matter, I have increased the credit by an additional $40.00, leaving you with $70.00 as a credit on file. Please note, in the future, if you order the Adequan Canine vials, at this time, we offer them at single vial shipments at the retail noted online. I am hopeful you are pleased with the resolution. Please let me know if we can be of further assistance. 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]
Good afternoon, I sincerely apologize that Mr. D[redacted] has had a difficult time unsubscribing from emails. I have forwarded the details to our Marketing Department to allow them to look into the matter. They will work quickly to have the email address removed from future mailings. Thank you,...
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.].My complaint has nothing to do with my FIRST order placed. I was happy with that order. That is the reason I ordered the second bed. The SECOND bed is the one that was defective and all 2 subsequent replacement beds that was sent by the company. I dont care what color the bed is I just want what I paid for and that is a bed like the first that my dog will not destroy. I did pay for shipping on the second bed so the company's answer in regards to free shipping was only on the first bed I purchased which was NOT defective!!! This could have been resolved better had the customer service person I spoke with last treated me the customer with respect.
Regards,
[redacted]
Good morning, According to our records, Mr. [redacted] placed his order online on the 15th of July. There were conversations that took place with him as the prescription that was on file was for a different strength than what he ordered. Prior to processing his order, it was necessary for...
our team to reach out to his Veterinarian to obtain the proper Prescription.The order was complete and shipped yesterday, July 25. As a courtesy, we upgraded the shipping to one day air at our expense. It is scheduled for delivery today. 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,
[redacted]
We sincerely apologize for our customers frustration in this matter. We have refunded our customer $58.98 on 12/31/15. This was then processed and the credit was transmitted 1/4/16 due to the holiday weekend. It is confirmed that as of 1/4/16 our customers original method of payment was refunded. If our customer has any further questions or concerns they can contact us ###-###-####. 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,
Holly [redacted]
Mr [redacted]; I apologize for the inconvenience you have experienced. Thank you for making me aware that you were not successful in unsubscribing to the emails. I have forwarded your information to our IT and Marketing Departments to ensure, per your wishes, you are removed from all future...
mailings.Please let me know if you have any further concerns or questions. Thank you, [redacted]
Good morning, I apologize for the timeliness with this response! For whatever reason, the initial email was not received. In looking into Mr. [redacted]'s complaint, I completely understand his dissatisfaction and apologize for the experience he had with Drs. Foster and Smith....
There were a couple of contributing factors to the problems that took place at the time of his order, the vendor had some unexpected supply issues and we had recently made some adjustments with the Distribution Center where the products were shipping from, which unfortunately caused some delays. During the delay with shipments, our Pharmacy Department was in contact with Mr. [redacted] via email. On 4/21/17 a refund was processed in the amount of $80.97 as Mr. [redacted] understandably, did not choose to continue to wait for the item to ship. The other item in the order was shipped. According to tracking results, delivery took place on 4/5/17. As a good will gesture, due to the inconveniences Mr. [redacted] experienced, I would like to refund for that portion of the order as well. Mr. [redacted] can expect to see an additional $89.12 credited back to the original form of payment. Thank you for allowing me to respond to the inquiry, we are hopeful this outcome will satisfy Mr. [redacted]s' request. Have a nice day, [redacted]
Review: On 8-11-14 They received a returned product a ( dog bed) Nothing was wrong with it as my dog will not sit in it. I called to see if it could be returned and was told yes at anytime with a full refund. I printed out the proof of returned delivery via UPS and it was received at reception signed by [redacted]. I have called 2X on the 13th and 15th to see if they have it. I was told on both occasions its here according to my UPS tracking #. I asked to have someone physically check to make sure and was told on both occasions by the same person that they can't do that. To this day on the 19th I have not received any verification it was received or a refund. on the invoice it says and I quote "Quick and EASY Returns" I find nothing QUICK and EASY about this at all but they were REAL QUICK at taking my money!! They advertize 100% return satisfaction, well I'm not satisfied and have never dealt with a company that has taken this long to process a full refund non the less acknowledge it was received and never plan to ever again!Desired Settlement: I expect to be contacted to tell me that my return has been physically received and processed for a full refund.
I expect a full refund to the same method at which I paid for product via credit card as stated on invoice
Business
Response:
We apologize for any inconvenience this has caused our customer. I want to apologize if our returns process wasn’t explained in full to the customer. We do ask that our customers allow 2 weeks for a return to be fully processed. We process returns in order by the date received.
I have reviewed the customer file and see that we have processed the refund for item# 37700 (Large Sherpa Sleeper) in the amount of $159.99 back to the MasterCard. This was processed on August 21, 2014.
I hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions.
Very disappointed with the service provided. My order of liveaquaria.com came incomplete. Two of the live fish ( One Royal Red discus and six assorted pencilfish) were back ordered even though it was listed in the website as in stock. When I called to inquire I was forced to cancel the entire order. They recognized that it was listed as in stock in the website. The catch behind this process is that you have to reorder and pay shipping and handling again. The website does not accept customer service emails due to technical issues with confirmation code. Bottom line is I am totally dissatisfied.
The prices offered by Dr.Foster and Smiths are the cheapest (for most meds) that I have found. However it takes a while for the process to work it took the website 2 days before they even faxes the prescription form to my vet. My vet filled out the form and faxed it as soon as she got it. However because it took them several days to even send my vet the form my 11 year old dog had to go without his pain meds for several days because these meds were new to him and I only purchased a partial script from my vet because online was cheaper. I spent almost 100.00 on meds in this one trip but next time it may be worth the extra money to have his medicine avaliable without have to wait several days before they even send the paperwork to be played. I am undecided if I will use them again or not. If you use them make sure to place your order for prescription medicine at least 2 weeks before you are due to run out.
I did not have a positive experience attempting to cancel an online order. After emailing my concerns the company contacted me and resolved the issue. It was easy to find various ways to contact the company and I believe the company normally does a good job of communicating with their customers. I will consider using their service in the future.
Review: Dr Foster & Smith are out of compliance with the CAN-SPAM Act of 2003.
Marketing emails contain an unsubscribe link that purports to allow a person to unsubscribe to marketing messages. When actually it is not possible to do so.
Clicking on the link brings you to a login page to subscribe to more messages, but not to unsubscribe yourself. If you attempt to remove your email address from the form you are given an error or simply redirected to a page to subscribe again to the mailing list. Mulitple attempts to unsubscribe have not yielded a stop to the messages.Desired Settlement: I would like the company to fix their unsubscribe method by immediately unsubscribing a user upon clicking the link. A user should then be given visual confirmation of success or a email confirming the request was processed. This should result in messages no longer being sent after no more than 10 days from clicking the link.
The company should take steps to ensure their mailing list is dually opted in such as requiring subscribers to revalidate their opt-in if they have no proof a customer purchase was made.
Business
Response:
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
I was very disappointed that my prescription order was cancelled by Drs Foster and Smith without notifying me. I called their 800 number to find out why the prescriptions were not shipped and I was told the order was cancelled. The customer service attendant said that if Drs Foster and Smith cancel an order, they do not notify the customer. I would think that if a customer placed an order and it wasn't able to be fulfilled that the business would, at a minimum, send an email to let the customer know. Part of customer service is to communicate with your customer. I was very disappointed with the lack of communication. I will definitely place my order elsewhere.
Drs. Foster & Smith does not post negative product reviews on their website review system, only positive reviews. While I have always been happy with their customer service and shipping policies, I feel that their own brand cat furniture is very sub-par, and when I posted a review very detailed as to all the problems with the product I purchased, so others would know the problems (drilled holes that didn't line up, broken cheap pressboard, shoddy carpet that leaves questionably safe white dust everywhere, difficult assembly, etc), they refused to post it, stating that it didn't meet their guidelines, when I know I very carefully made it fit their guidelines. Sadly, I did not copy my review, as I had no suspicion to think they would not allow it or try to hide the truth, so I do not have a copy to share with you. I believe, however, and have seen others state in other business review venues online, that the company ONLY posts positive product reviews on their website. I feel that this is bad business practice, as reviews are intended to be shared so that customers can make informed choices when purchasing products online, therefor I will no longer be buying from their company unless I can't find what I need elsewhere. In the past, their products were very good, but their quality has gone down SEVERELY in the past couple of years, and I can't support a company that basically lies to their customers by not posted any bad reviews! To be fair, they have always honored my returns/exchanges, but they are not being honest with their customers if they wont allow me to post a review warning others about the quality of a product, so people could go in informed when spending $200+ on a product.
[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. On complaint ID [redacted] received full refund within 48 hours so am pleased with positive outcome.
Mr. [redacted]Thank you for bringing your experience to our attention. I apologize that the service you received while utilizing Live Chat was not the quality, customer focused experience that we typically pride ourselves in providing. After reading your post a couple of days ago, I asked...
one of our team leaders to reach out to you to reach a satisfactory resolution. I am pleased that [redacted] was able to reach you and take care of your needs in timely manner. Thank you for giving us the opportunity to make things right, we appreciate having you as a customer! Have a great evening, [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]
Good morning, Thank you for reaching out to voice your concerns regarding the Adequan Canine vials. As shown in the attachment, we have updated our product page to further detail that the item comes with one vial for the retail of $69.99. In addition, I have included a...
snapshot of competitor retails. It is clear by these comparison retails that it is unrealistic to sell two vials for the price of $69.99. The representative that you spoke with, kindly extended a goodwill credit of $30.00. To resolve this matter, I have increased the credit by an additional $40.00, leaving you with $70.00 as a credit on file. Please note, in the future, if you order the Adequan Canine vials, at this time, we offer them at single vial shipments at the retail noted online. I am hopeful you are pleased with the resolution. Please let me know if we can be of further assistance. 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]
Good afternoon, I sincerely apologize that Mr. D[redacted] has had a difficult time unsubscribing from emails. I have forwarded the details to our Marketing Department to allow them to look into the matter. They will work quickly to have the email address removed from future mailings. Thank you,...
Cindy S[redacted]
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.].My complaint has nothing to do with my FIRST order placed. I was happy with that order. That is the reason I ordered the second bed. The SECOND bed is the one that was defective and all 2 subsequent replacement beds that was sent by the company. I dont care what color the bed is I just want what I paid for and that is a bed like the first that my dog will not destroy. I did pay for shipping on the second bed so the company's answer in regards to free shipping was only on the first bed I purchased which was NOT defective!!! This could have been resolved better had the customer service person I spoke with last treated me the customer with respect.
Regards,
[redacted]
Good morning, According to our records, Mr. [redacted] placed his order online on the 15th of July. There were conversations that took place with him as the prescription that was on file was for a different strength than what he ordered. Prior to processing his order, it was necessary for...
our team to reach out to his Veterinarian to obtain the proper Prescription.The order was complete and shipped yesterday, July 25. As a courtesy, we upgraded the shipping to one day air at our expense. It is scheduled for delivery today. 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,
[redacted]
We sincerely apologize for our customers frustration in this matter. We have refunded our customer $58.98 on 12/31/15. This was then processed and the credit was transmitted 1/4/16 due to the holiday weekend. It is confirmed that as of 1/4/16 our customers original method of payment was refunded. If our customer has any further questions or concerns they can contact us ###-###-####. 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,
Holly [redacted]
Mr [redacted]; I apologize for the inconvenience you have experienced. Thank you for making me aware that you were not successful in unsubscribing to the emails. I have forwarded your information to our IT and Marketing Departments to ensure, per your wishes, you are removed from all future...
mailings.Please let me know if you have any further concerns or questions. Thank you, [redacted]
Good morning, I apologize for the timeliness with this response! For whatever reason, the initial email was not received. In looking into Mr. [redacted]'s complaint, I completely understand his dissatisfaction and apologize for the experience he had with Drs. Foster and Smith....
There were a couple of contributing factors to the problems that took place at the time of his order, the vendor had some unexpected supply issues and we had recently made some adjustments with the Distribution Center where the products were shipping from, which unfortunately caused some delays. During the delay with shipments, our Pharmacy Department was in contact with Mr. [redacted] via email. On 4/21/17 a refund was processed in the amount of $80.97 as Mr. [redacted] understandably, did not choose to continue to wait for the item to ship. The other item in the order was shipped. According to tracking results, delivery took place on 4/5/17. As a good will gesture, due to the inconveniences Mr. [redacted] experienced, I would like to refund for that portion of the order as well. Mr. [redacted] can expect to see an additional $89.12 credited back to the original form of payment. Thank you for allowing me to respond to the inquiry, we are hopeful this outcome will satisfy Mr. [redacted]s' request. Have a nice day, [redacted]
Review: On 8-11-14 They received a returned product a ( dog bed) Nothing was wrong with it as my dog will not sit in it. I called to see if it could be returned and was told yes at anytime with a full refund. I printed out the proof of returned delivery via UPS and it was received at reception signed by [redacted]. I have called 2X on the 13th and 15th to see if they have it. I was told on both occasions its here according to my UPS tracking #. I asked to have someone physically check to make sure and was told on both occasions by the same person that they can't do that. To this day on the 19th I have not received any verification it was received or a refund. on the invoice it says and I quote "Quick and EASY Returns" I find nothing QUICK and EASY about this at all but they were REAL QUICK at taking my money!! They advertize 100% return satisfaction, well I'm not satisfied and have never dealt with a company that has taken this long to process a full refund non the less acknowledge it was received and never plan to ever again!Desired Settlement: I expect to be contacted to tell me that my return has been physically received and processed for a full refund.
I expect a full refund to the same method at which I paid for product via credit card as stated on invoice
Business
Response:
We apologize for any inconvenience this has caused our customer. I want to apologize if our returns process wasn’t explained in full to the customer. We do ask that our customers allow 2 weeks for a return to be fully processed. We process returns in order by the date received.
I have reviewed the customer file and see that we have processed the refund for item# 37700 (Large Sherpa Sleeper) in the amount of $159.99 back to the MasterCard. This was processed on August 21, 2014.
I hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions.
Sincerely,
Drs. Foster and Smith
Consumer
Response:
Very disappointed with the service provided. My order of liveaquaria.com came incomplete. Two of the live fish ( One Royal Red discus and six assorted pencilfish) were back ordered even though it was listed in the website as in stock. When I called to inquire I was forced to cancel the entire order. They recognized that it was listed as in stock in the website. The catch behind this process is that you have to reorder and pay shipping and handling again. The website does not accept customer service emails due to technical issues with confirmation code. Bottom line is I am totally dissatisfied.
The prices offered by Dr.Foster and Smiths are the cheapest (for most meds) that I have found. However it takes a while for the process to work it took the website 2 days before they even faxes the prescription form to my vet. My vet filled out the form and faxed it as soon as she got it. However because it took them several days to even send my vet the form my 11 year old dog had to go without his pain meds for several days because these meds were new to him and I only purchased a partial script from my vet because online was cheaper. I spent almost 100.00 on meds in this one trip but next time it may be worth the extra money to have his medicine avaliable without have to wait several days before they even send the paperwork to be played. I am undecided if I will use them again or not. If you use them make sure to place your order for prescription medicine at least 2 weeks before you are due to run out.
I did not have a positive experience attempting to cancel an online order. After emailing my concerns the company contacted me and resolved the issue. It was easy to find various ways to contact the company and I believe the company normally does a good job of communicating with their customers. I will consider using their service in the future.
Review: Dr Foster & Smith are out of compliance with the CAN-SPAM Act of 2003.
Marketing emails contain an unsubscribe link that purports to allow a person to unsubscribe to marketing messages. When actually it is not possible to do so.
Clicking on the link brings you to a login page to subscribe to more messages, but not to unsubscribe yourself. If you attempt to remove your email address from the form you are given an error or simply redirected to a page to subscribe again to the mailing list. Mulitple attempts to unsubscribe have not yielded a stop to the messages.Desired Settlement: I would like the company to fix their unsubscribe method by immediately unsubscribing a user upon clicking the link. A user should then be given visual confirmation of success or a email confirming the request was processed. This should result in messages no longer being sent after no more than 10 days from clicking the link.
The company should take steps to ensure their mailing list is dually opted in such as requiring subscribers to revalidate their opt-in if they have no proof a customer purchase was made.
Business
Response:
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
I was very disappointed that my prescription order was cancelled by Drs Foster and Smith without notifying me. I called their 800 number to find out why the prescriptions were not shipped and I was told the order was cancelled. The customer service attendant said that if Drs Foster and Smith cancel an order, they do not notify the customer. I would think that if a customer placed an order and it wasn't able to be fulfilled that the business would, at a minimum, send an email to let the customer know. Part of customer service is to communicate with your customer. I was very disappointed with the lack of communication. I will definitely place my order elsewhere.
Drs. Foster & Smith does not post negative product reviews on their website review system, only positive reviews. While I have always been happy with their customer service and shipping policies, I feel that their own brand cat furniture is very sub-par, and when I posted a review very detailed as to all the problems with the product I purchased, so others would know the problems (drilled holes that didn't line up, broken cheap pressboard, shoddy carpet that leaves questionably safe white dust everywhere, difficult assembly, etc), they refused to post it, stating that it didn't meet their guidelines, when I know I very carefully made it fit their guidelines. Sadly, I did not copy my review, as I had no suspicion to think they would not allow it or try to hide the truth, so I do not have a copy to share with you. I believe, however, and have seen others state in other business review venues online, that the company ONLY posts positive product reviews on their website. I feel that this is bad business practice, as reviews are intended to be shared so that customers can make informed choices when purchasing products online, therefor I will no longer be buying from their company unless I can't find what I need elsewhere. In the past, their products were very good, but their quality has gone down SEVERELY in the past couple of years, and I can't support a company that basically lies to their customers by not posted any bad reviews! To be fair, they have always honored my returns/exchanges, but they are not being honest with their customers if they wont allow me to post a review warning others about the quality of a product, so people could go in informed when spending $200+ on a product.