Placed order ([redacted]) for fish nets (item has been posted available for weeks) and next day they called to cancel order stating it wasn't in stock at the warehouse though the item ([redacted]) still posted as "in stock" on their website. They seem to be baiting customers with lower prices on some items that end up not being available, thus you are only paying for the higher priced items.
Review: Dr. Foster and Smith's advertise on google the 51-100 6PK Heartgard tablets for $8.49 yet when I go to their website the price is $39.96. The search I performed for the item is clearly defined as a search for the 6PK package. The vendor, through online chat, refused to honor the $8.49 price for the HeartGard tablets stating that they are able to sell them individually so they advertise the individual price rather than the 6PK price within the 6PK search results.
The URL used to search is:
https://www.google.com/shopping/product/127486356943853049?q=heartgard+51-100&am...⇄ />
I have screen captures of the site taken as of this morning as well as the chat logs which I am willing to share.Desired Settlement: I'd like store credit for the cost of two 6PK 51-100lbs HeartGard packages minus the advertised price of $8.49 x 2 and shipping. I'd also like for the store to discontinue their false/click bait/bait and switch advertising tactics.
Business
Response:
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. $8.49 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 6 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, 6 pk and 12 pk discounts. Not all companies sell Heartgard Plus by the pill, so base prices will show differently. As a courtesy we are extending a $32 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 ###-###-####. (7 days a week 7am-10pm CST) Sincerely,Drs. Foster & Smith
Review: This business claims that their product in a product of the USA (the bait) and when it arrives, it is a product of Columbia, SA (the switch). This is a willful violation of federal law and I hope you will address this with the company. I called the company to express this concern, and the representative was very apologetic and explained that she will inform management of the misrepresentation of the product on line at: [redacted]This business offered to provide a free shipping return slip for the unused product to be utilized at any UPS store. My complaint is being filed only because it is a willful misrepresentation of the product origin/processing. The Customer Service Representative did state that the "Tech Data" viewed on her computer screen states "product of USA" and also stated that is was processed in Columbia. The website makes no mention of Columbia being a part of the supply chain. The reason I purchased this product is because of the USDA regulatory oversight. I do not have any faith that other countries produce or process a product at the same quality level as food products produced in the USA. The website needs to be clear that the product is "Processed" in Columbia. Having made no mention of this, and knowing it is processed in Columbia via the "tech screen data" via the CSR demonstrates a willful disregard for advertising regulations and might be considered a "bait and switch" technique.Kindest regards,[redacted]Desired Settlement: Simply insure that this company modifies their advertising so as to not WILLFULLY misinform the general public, and then send an inferior product as a method of bait and switch.
Business
Response:
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
Business
Response:
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, [redacted]
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: Purchased 2 items on eBay from them. They sent an email that they no longer had the product. They said they would refund my money but they never did. Very bad business practice to advertise items they don't have and then not refunding money in a timely manner.Desired Settlement: I want my money back and an apology for bs business practices.
Business
Response:
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
Consumer
Response:
[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.]
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 ordered a book from Drs. Foster & Smith on ebay I paid for it through paypal the same day.Almost two weeks later the book still did not ship. I contacted the company they did not respond. contacted them again and was told the book was out of stock and they would issue a refund. I checked ebay to see if they removed the listing, they did not, it was still up a week later. it took over a week and two more emails to receive my refund, and all of this was over a 14 dollar transaction. They had tied my money up for 19 days for products they knew they did not have in stock and could not provide. I know the transaction was a small one, however, if I cannot trust them to handle a small transaction why would I ever trust them on a larger one? I am very disappointed with they way this company conducts their business. As a successful business owner myself I cannot understand why a company would put a customer through such a hassle over a $14 purchase. I will be taking my purchases elsewhere in the future and I suggest other do the same.
Review: Doctors Foster and Smith has my 5 year old son, [redacted], on their catalog mailing list. I have telephoned and emailed them over 5 times to take him off their catalog mailing list and still after nearly a year, he is still on it. He was placed on their mailing list by someone in my community that has now been convinced of felony identity theft so falsely putting me and my families names on catalogs, magazines, restaurant reservations, pornography, etc. We closed this chapter in December 2015 but when I continue to get these catalogs sent to my young son, it brings back all the trauma this person put my family through. Despite asking this company to take my son's name of their list, they have ignored me and this goes on and on.Desired Settlement: Take [redacted] off all of your mailings lists NOW!
Business
Response:
We sincerely apologize for the inconvenience this has caused. After further review it is noted that we did still have a catalog request account for [redacted] . We have flagged the account to not receive any further catalogs. We have also requested our catalog marketing dept to remove his name from all listings. Please note that although this has been done, he could receive additional catalogs over the next month as the catalog's are pre-printed. If our customer has any further questions or concerns they should feel free to contact us ###-###-####. (7 days a week from 7am-10pm CST) Sincerely,Drs. Foster & Smith
Review: I ordered 4 Bordetella Vaccines from Dr. Smith's company to cut cost as New York State requires all dogs to be vaccinated every 6 months if they intend stay at a doggie daycamp or boarding facility. Each time my dogs have to be vaccinated, I have to bear the cost of a physical examination. With two dogs, this can be a hefty expense just for a $20 Bordetella vaccine. I explained all this to the customer service representative. My next concern was what verification could I bring to the boarding facility that my dogs'
Bordetella vaccines were up to date. I was told to purchase their yellow record book,and it would sacrifice or I could have the boarding facility call them. First, the yellow record book is useless as verification, because the boarding facility does not acknowledge self administered vaccines. Next, my veterinarian was willing to issue a certificate of vaccination is someone at Dr. Smith's would verify that the vaccine I ordered was "real". No one would verify this information. WHAT DID I GIVE MY DOGS?Desired Settlement: I want someone from the pharmacy division to call my veterinarian to verify that the vaccination ordered is really Bordetella vaccine so I can be issue a certificate. I can not board my dogs at the point and go on vacation next month. I have called this company numerous times and left my veterinarian's information to no avail. This is not customer satisfaction, and now I am worried that my dogs were vaccinated with "unapproved" or experimental product. No one at Dr. Smith's wants to certify what they sold me.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the concerns and found that we received a request from our customer to contact their vet to verify that the vaccine they had purchased was Bordetella. The customers vet would then honor a certificate for them. One of our pharmacists was given the contact information and left a message for them to contact us back for verification of the vaccine. On May 27th, Dr. [redacted] contacted us back stating that it doesn't matter if the vaccine was the Bordetella, they will not honor a certificate for it. I am also sincerely apologetic that misinformation was given in regards to what would suffice for proof of vaccination. It certainly depends on the vet or boarding facility. I am also going to refund the customer for the full price of the 4 vaccines, pet health record and Air delivery. ($45.44)
We hope this helps resolve the customers concerns. They can contact us directly at ###-###-#### with any additional questions or concerns.
Sincerely,
Drs. Foster & Smith
Consumer
Response:
[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.]
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've been an online customer of Drs. Foster & Smith for about 3-1/2 years and have purchased merchandise and prescription medication. Every experience has been fine. Their selling prices are lower than local pet retailers and all I have to do is be patient waiting for delivery. I do make sure that I have about a month's supply of my dog's medication remaining when I go to my local vet for a written prescription and mail it to Drs. F&S - I usually receive the medication within a week (UPS or FedEx ground shipping).
Review: after ordering 2 types of food for my fish from this company. when I started to use it the first day the fish eagerly ate it. the second day they were not to aggressive like normal. on the third day 3 of my larger fish were dead on the bottom of the tank. this is not un-common to find a dead fish once in a while but 4 I was worried a little. I checked my water and it was ok. the 4th day I got up in the morning and turned on the tank light and every fish in there was dead on the bottom. I immediately new it had to be the food because I did nothing different than I ever do. I did not touch the tank in any way as far as adding anything. I have had these fish for several years with no problem. I have had 3 successful breeding's. the last one I had about 35 to 40 babies. about 25 survived and grew to about 1 1/2 inches. I was going out to get another tank to move the younger ones the very next weekend. they were all the same breed of cichlid that's all that were in the tank. I emailed drs. foster and smith twice about what happen and got no response like they didn't care or didn't want to be bothered. I even lived chat with a rep. he said he would pass it on that's it. I have been a customer of this company for a long time and very disappointed in there caring. they should have more respect and try to help un some way. not just blow you off.Desired Settlement: I should be compensated for my entire loss. in the same product or a substitute of my choice if not available.
Business
Response:
We sincerely apologize for the inconvenience this caused our customer. After reviewing the account, it was noted that on 11/23/15 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 $31.00 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,Drs. Foster & Smith
Business
Response:
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
Consumer
Response:
[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.]
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 wish I had come here first before giving this company my business. If I had known there were overwhelming negative reviews and complaints such as what I am seeing, I would never have placed an order with them. Unfortunately, I gave them chance after chance and that was my fault. EVERY single order I have placed with them has had an error. Most of those errors have to do with shipping ....not shipping an item at all or shipments not being received at all. Part of the reason why I went back (and this is the only good thing I have to say about this company) is they made amends by shipping the items overnight free of charge. Please be aware that they use UPS Sure Post which means that the package starts out being delivered by UPS and then they transfer the shipping responsibility to USPS. That's where the shipment STALLS!!!!!! I called them immediately and they reshipped my order.....BUT.....to the wrong address!!! I have no idea where they got the address as my account and my receipt show the correct address. It wasn't UPS delivering to the wrong address, Drs. Foster & Smith input the wrong address. Even more frustrating is that I talked to a supervisor when I first realized that the shipment wasn't going to be delivered. Are you kidding me???? A supervisor is making this type of error????? I highly recommend you shop elsewhere. I feel that as a consumer, I share responsibility in warning other consumers.
I made an order for Christmas. Two of the items were on back order which I was never informed about. Instead of contacting me they charged my card 3 seperate times over the course of 2 weeks. When their lack of communication resulted in bank service fees on my end. When I contact them about it they were incredibly rude, stated it's their policy and they don't have to notify me. I have been a long supporter of this business but the way I was treated on the phone and their "policy" to charge my credit card as many times as they like has caused me to not want anything to do with this company.
Review: I have asked to be taken off the catalog mailing list multiple times in the past, and whenever I place a new order, I automatically get put back on the mailing list. It seems that it's impossible to be permanently removed from their mailing list unless I never order from them again, which I'm considering doing unless they change this practice.Desired Settlement: I would like a written confirmation from the company that I have been permanently removed from their mailing list, and will not receive any catalogs in the future, regardless of whether or not I place any orders with them in the future.
Business
Response:
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.
Objectively speaking F & S introduced me to so many wonderful products that I will never be without, and that have saved my fish. I am grateful to them for this. On the down side, their delivery was so slow that between ordering and receiving, I found myself having to go not once, but twice to my LFS for supplies. That isn't even the worst part : I have never seen any site, anywhere do this : Fosters and Smith reserve the right to not only perhaps not publish a bad review- they will actually completely and literally re-write, word for word , what you have written, use your name and re-publish the review as if you had written it. I have never seen this done before anywhere. Next: My first several orders were over 200.00 $. When I found the shipping to be so slow that I had to pay so much extra for expedited shipping; I only began ordering things I could not get anywhere else. While I had been receiving discounts ( that NEVER worked anyway) and I mean never, it only took one time of this smaller , but still respectable order , for them to never, not once, send me another discount. Next: They constantly promote their sister site -live aquaria, for live fish, plants, etc..yet, you simply cannot toggle between both sites to have one order. You must sign in and out of each site to order. Plus, you also must spend over 150 at the live store, and the shipping of course must be overnight , and the cost is something like 75.00. why would anyone buy from them? Its as if they are coming right out and saying, Please, let us rob you! I will buy from anyone but them, going as far as buying a product from the U. K because I will no longer even go to their site. and ONE more. : they suggest strongly that you make an account so that sign out can be easier, unfortunately, at each and every sign out, I still had to fill in my delivery address, therefore rendering my account, useless. Given all this, they should be rated much lower. I am surprised to come here and find more people who feel like me, and the rating an A+ which once again just reinforces how big business rules even something like the Revdex.com.
Don't order from this company! You won't get your order in the 5-9 business days they say you will! It's been two weeks and my order still hasn't arrived! Worst service ever, I've never had this much trouble ordering from a website! Next time I'll order from Valley Vet Supply!
Review: Starting about a month ago, this company is spamming me with several emails EVERY day. I never signed up for an email subscription. The last time I placed an order with this company was about 6 months ago. The link in their emails to "unsubscribe" only brings up a web page to subscribe. There is no way to unsubscribe on the web. I have called their customer service several times over the last couple of weeks and have been told each time that the email will stop. It doesn't. The emails keep coming. I will NEVER order anything from this company again.Desired Settlement: STOP SENDING ME EMAILS. DO NOT SEND ANY EMAILS FOR ANY PURPOSE. I SHOULDN'T HAVE TO CONTACT THE Revdex.com TO MAKE YOU GUYS STOP SENDING ME EMAILS. THIS IS A WAIST OF MY TIME.
Business
Response:
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
Consumer
Response:
[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.]
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.
This company does not ship livestock that fit their description. Of six expensive fish I ordered, all were wrong. Glowlight Danios with no color. Ruby Tiger Platies that were solid white. Top Sail Platies that were a dingy dark green, not "will brighten your tank with their varied colors". This is the most deceptive livestock supplier on earth.
Ordered a Powder Blue and 2 Chromis from LiveAquaria about 5 months ago. They looked fine for days and then they began wiping out my tank. Lost 3 anthias, 3 mandarin, and it just keeps going. Have lost over a dozen fish and it all began with LiveAquaria. Have also lost a few corals from dosing with Rally. Spent over $200 on medication to dose, spent $150 on a UV sterilizer, and still to this day with a quarantine tank I am still loosing fish. They may have given credit for the fish I bought but what about everything else?!?
I purchased 2 dog beds and I am extremely pleased with the product. I never thought I would spend 80.00 on a dog bed but when I got it my only regret was not doing it sooner. Very reasonable shipping g upgrade as well.
Review: In December I ordered a Dura Ruff bed from Doctors Foster and Smith. I received it and my dogs loved it They could not chew it up. So I bought another one. My dog destroyed the new one within 5 minutes. The company exchanged the bed no problem. I received the new bed promptly and it was destroyed within minutes as well. The first bed I bought is not damaged at all, not a mark on it. And again they exchanged the bed. And for the 3rd time this has happened. Now they want me to pay for another bed!!! I just want a refund NOW and now they are giving me the run around. Obviously they are making the new bed from shoddy materials!!! I will never buy from this company again and I will continue to let everyone I know the problems that I have had with them.Desired Settlement: I would like a box sent to me to ship the dog bed back at the companies expense and have ups pick up at my door. I would like a complete refund including the shipping and handling I initially paid for original product.
Business
Response:
We sincerely apologize for the frustration this has caused our customer. I see that an order was placed on December 26, 2014 for the 54x36 Dura-Ruff Bed (Item# 34494) in the color chocolate. The customer paid $54.99 for the bed and accepted the free shipping (5-9 business days). Then on January 11, 2015 our customer purchased the same exact bed (item# 34494) with the free shipping. I have reviewed with the manufacturer that the bed in December likely has a different fabric as they were making them in house as their supplier was unable to ship them what they needed. It was a short time that they were using a different fabric. The manufacturer is happy to make a cover for this customer out of the same fabric she has on the bed from December. I would be happy to assist in organizing this, but would need to customer to call me to discuss how to proceed. (###-###-#### – Ask for [redacted]) The latest reshipment was on 2/12/15 for the same bed in a Gray color. This order was unable to be stopped and the customer will receive it. I ask that they accept the bed and call me, so we can work out the details on how to get the same matching cover of the December 2014 order.
Again, I am happy to assist with getting the customer the same cover, but would need the customer to contact me in order to be sure they want this done.
I hope to resolve this concern for the customer and will await a response from them.
The only product we have ever ordered from Drs Foster and Smith has been flea treatment for our cats. We ordered a 12 month supply of flea treatment from Drs Foster & Smith in March of 2015 and nothing since then. In August of 2015 our credit card was charged multiple times for various amounts from this company for things we did not order. We called the company to complain, etc. They said they didn't show any products ordered from us since March but they could see the other charges and said the products had been sent all over the US. We asked them to credit back these amounts to our credit card because we did not order them. They said they could not credit back our card and we would have to take the matter up with our credit card company, which we did. It is obvious that these charges occurred because of a security issue with this company but they refused to do anything about it. Don't give this company your credit card details and if you have you should monitor your credit card statements constantly. If you have, I suggest you get a new card and discontinue dealing with this company.
Placed order ([redacted]) for fish nets (item has been posted available for weeks) and next day they called to cancel order stating it wasn't in stock at the warehouse though the item ([redacted]) still posted as "in stock" on their website. They seem to be baiting customers with lower prices on some items that end up not being available, thus you are only paying for the higher priced items.
Review: Dr. Foster and Smith's advertise on google the 51-100 6PK Heartgard tablets for $8.49 yet when I go to their website the price is $39.96. The search I performed for the item is clearly defined as a search for the 6PK package. The vendor, through online chat, refused to honor the $8.49 price for the HeartGard tablets stating that they are able to sell them individually so they advertise the individual price rather than the 6PK price within the 6PK search results.
The URL used to search is:
https://www.google.com/shopping/product/127486356943853049?q=heartgard+51-100&am...⇄ />
I have screen captures of the site taken as of this morning as well as the chat logs which I am willing to share.Desired Settlement: I'd like store credit for the cost of two 6PK 51-100lbs HeartGard packages minus the advertised price of $8.49 x 2 and shipping. I'd also like for the store to discontinue their false/click bait/bait and switch advertising tactics.
Business
Response:
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. $8.49 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 6 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, 6 pk and 12 pk discounts. Not all companies sell Heartgard Plus by the pill, so base prices will show differently. As a courtesy we are extending a $32 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 ###-###-####. (7 days a week 7am-10pm CST) Sincerely,Drs. Foster & Smith
Consumer
Response:
Review: This business claims that their product in a product of the USA (the bait) and when it arrives, it is a product of Columbia, SA (the switch). This is a willful violation of federal law and I hope you will address this with the company. I called the company to express this concern, and the representative was very apologetic and explained that she will inform management of the misrepresentation of the product on line at: [redacted]This business offered to provide a free shipping return slip for the unused product to be utilized at any UPS store. My complaint is being filed only because it is a willful misrepresentation of the product origin/processing. The Customer Service Representative did state that the "Tech Data" viewed on her computer screen states "product of USA" and also stated that is was processed in Columbia. The website makes no mention of Columbia being a part of the supply chain. The reason I purchased this product is because of the USDA regulatory oversight. I do not have any faith that other countries produce or process a product at the same quality level as food products produced in the USA. The website needs to be clear that the product is "Processed" in Columbia. Having made no mention of this, and knowing it is processed in Columbia via the "tech screen data" via the CSR demonstrates a willful disregard for advertising regulations and might be considered a "bait and switch" technique.Kindest regards,[redacted]Desired Settlement: Simply insure that this company modifies their advertising so as to not WILLFULLY misinform the general public, and then send an inferior product as a method of bait and switch.
Business
Response:
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
Business
Response:
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, [redacted]
Consumer
Response:
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,
Review: Purchased 2 items on eBay from them. They sent an email that they no longer had the product. They said they would refund my money but they never did. Very bad business practice to advertise items they don't have and then not refunding money in a timely manner.Desired Settlement: I want my money back and an apology for bs business practices.
Business
Response:
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
Consumer
Response:
[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.]
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 ordered a book from Drs. Foster & Smith on ebay I paid for it through paypal the same day.Almost two weeks later the book still did not ship. I contacted the company they did not respond. contacted them again and was told the book was out of stock and they would issue a refund. I checked ebay to see if they removed the listing, they did not, it was still up a week later. it took over a week and two more emails to receive my refund, and all of this was over a 14 dollar transaction. They had tied my money up for 19 days for products they knew they did not have in stock and could not provide. I know the transaction was a small one, however, if I cannot trust them to handle a small transaction why would I ever trust them on a larger one? I am very disappointed with they way this company conducts their business. As a successful business owner myself I cannot understand why a company would put a customer through such a hassle over a $14 purchase. I will be taking my purchases elsewhere in the future and I suggest other do the same.
Review: Doctors Foster and Smith has my 5 year old son, [redacted], on their catalog mailing list. I have telephoned and emailed them over 5 times to take him off their catalog mailing list and still after nearly a year, he is still on it. He was placed on their mailing list by someone in my community that has now been convinced of felony identity theft so falsely putting me and my families names on catalogs, magazines, restaurant reservations, pornography, etc. We closed this chapter in December 2015 but when I continue to get these catalogs sent to my young son, it brings back all the trauma this person put my family through. Despite asking this company to take my son's name of their list, they have ignored me and this goes on and on.Desired Settlement: Take [redacted] off all of your mailings lists NOW!
Business
Response:
We sincerely apologize for the inconvenience this has caused. After further review it is noted that we did still have a catalog request account for [redacted] . We have flagged the account to not receive any further catalogs. We have also requested our catalog marketing dept to remove his name from all listings. Please note that although this has been done, he could receive additional catalogs over the next month as the catalog's are pre-printed. If our customer has any further questions or concerns they should feel free to contact us ###-###-####. (7 days a week from 7am-10pm CST) Sincerely,Drs. Foster & Smith
Review: I ordered 4 Bordetella Vaccines from Dr. Smith's company to cut cost as New York State requires all dogs to be vaccinated every 6 months if they intend stay at a doggie daycamp or boarding facility. Each time my dogs have to be vaccinated, I have to bear the cost of a physical examination. With two dogs, this can be a hefty expense just for a $20 Bordetella vaccine. I explained all this to the customer service representative. My next concern was what verification could I bring to the boarding facility that my dogs'
Bordetella vaccines were up to date. I was told to purchase their yellow record book,and it would sacrifice or I could have the boarding facility call them. First, the yellow record book is useless as verification, because the boarding facility does not acknowledge self administered vaccines. Next, my veterinarian was willing to issue a certificate of vaccination is someone at Dr. Smith's would verify that the vaccine I ordered was "real". No one would verify this information. WHAT DID I GIVE MY DOGS?Desired Settlement: I want someone from the pharmacy division to call my veterinarian to verify that the vaccination ordered is really Bordetella vaccine so I can be issue a certificate. I can not board my dogs at the point and go on vacation next month. I have called this company numerous times and left my veterinarian's information to no avail. This is not customer satisfaction, and now I am worried that my dogs were vaccinated with "unapproved" or experimental product. No one at Dr. Smith's wants to certify what they sold me.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the concerns and found that we received a request from our customer to contact their vet to verify that the vaccine they had purchased was Bordetella. The customers vet would then honor a certificate for them. One of our pharmacists was given the contact information and left a message for them to contact us back for verification of the vaccine. On May 27th, Dr. [redacted] contacted us back stating that it doesn't matter if the vaccine was the Bordetella, they will not honor a certificate for it. I am also sincerely apologetic that misinformation was given in regards to what would suffice for proof of vaccination. It certainly depends on the vet or boarding facility. I am also going to refund the customer for the full price of the 4 vaccines, pet health record and Air delivery. ($45.44)
We hope this helps resolve the customers concerns. They can contact us directly at ###-###-#### with any additional questions or concerns.
Sincerely,
Drs. Foster & Smith
Consumer
Response:
[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.]
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've been an online customer of Drs. Foster & Smith for about 3-1/2 years and have purchased merchandise and prescription medication. Every experience has been fine. Their selling prices are lower than local pet retailers and all I have to do is be patient waiting for delivery. I do make sure that I have about a month's supply of my dog's medication remaining when I go to my local vet for a written prescription and mail it to Drs. F&S - I usually receive the medication within a week (UPS or FedEx ground shipping).
Review: after ordering 2 types of food for my fish from this company. when I started to use it the first day the fish eagerly ate it. the second day they were not to aggressive like normal. on the third day 3 of my larger fish were dead on the bottom of the tank. this is not un-common to find a dead fish once in a while but 4 I was worried a little. I checked my water and it was ok. the 4th day I got up in the morning and turned on the tank light and every fish in there was dead on the bottom. I immediately new it had to be the food because I did nothing different than I ever do. I did not touch the tank in any way as far as adding anything. I have had these fish for several years with no problem. I have had 3 successful breeding's. the last one I had about 35 to 40 babies. about 25 survived and grew to about 1 1/2 inches. I was going out to get another tank to move the younger ones the very next weekend. they were all the same breed of cichlid that's all that were in the tank. I emailed drs. foster and smith twice about what happen and got no response like they didn't care or didn't want to be bothered. I even lived chat with a rep. he said he would pass it on that's it. I have been a customer of this company for a long time and very disappointed in there caring. they should have more respect and try to help un some way. not just blow you off.Desired Settlement: I should be compensated for my entire loss. in the same product or a substitute of my choice if not available.
Business
Response:
We sincerely apologize for the inconvenience this caused our customer. After reviewing the account, it was noted that on 11/23/15 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 $31.00 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,Drs. Foster & Smith
Business
Response:
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
Consumer
Response:
[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.]
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,
I wish I had come here first before giving this company my business. If I had known there were overwhelming negative reviews and complaints such as what I am seeing, I would never have placed an order with them. Unfortunately, I gave them chance after chance and that was my fault. EVERY single order I have placed with them has had an error. Most of those errors have to do with shipping ....not shipping an item at all or shipments not being received at all. Part of the reason why I went back (and this is the only good thing I have to say about this company) is they made amends by shipping the items overnight free of charge. Please be aware that they use UPS Sure Post which means that the package starts out being delivered by UPS and then they transfer the shipping responsibility to USPS. That's where the shipment STALLS!!!!!! I called them immediately and they reshipped my order.....BUT.....to the wrong address!!! I have no idea where they got the address as my account and my receipt show the correct address. It wasn't UPS delivering to the wrong address, Drs. Foster & Smith input the wrong address. Even more frustrating is that I talked to a supervisor when I first realized that the shipment wasn't going to be delivered. Are you kidding me???? A supervisor is making this type of error????? I highly recommend you shop elsewhere. I feel that as a consumer, I share responsibility in warning other consumers.
I made an order for Christmas. Two of the items were on back order which I was never informed about. Instead of contacting me they charged my card 3 seperate times over the course of 2 weeks. When their lack of communication resulted in bank service fees on my end. When I contact them about it they were incredibly rude, stated it's their policy and they don't have to notify me. I have been a long supporter of this business but the way I was treated on the phone and their "policy" to charge my credit card as many times as they like has caused me to not want anything to do with this company.
Review: I have asked to be taken off the catalog mailing list multiple times in the past, and whenever I place a new order, I automatically get put back on the mailing list. It seems that it's impossible to be permanently removed from their mailing list unless I never order from them again, which I'm considering doing unless they change this practice.Desired Settlement: I would like a written confirmation from the company that I have been permanently removed from their mailing list, and will not receive any catalogs in the future, regardless of whether or not I place any orders with them in the future.
Business
Response:
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
Objectively speaking F & S introduced me to so many wonderful products that I will never be without, and that have saved my fish. I am grateful to them for this. On the down side, their delivery was so slow that between ordering and receiving, I found myself having to go not once, but twice to my LFS for supplies. That isn't even the worst part : I have never seen any site, anywhere do this : Fosters and Smith reserve the right to not only perhaps not publish a bad review- they will actually completely and literally re-write, word for word , what you have written, use your name and re-publish the review as if you had written it. I have never seen this done before anywhere. Next: My first several orders were over 200.00 $. When I found the shipping to be so slow that I had to pay so much extra for expedited shipping; I only began ordering things I could not get anywhere else. While I had been receiving discounts ( that NEVER worked anyway) and I mean never, it only took one time of this smaller , but still respectable order , for them to never, not once, send me another discount. Next: They constantly promote their sister site -live aquaria, for live fish, plants, etc..yet, you simply cannot toggle between both sites to have one order. You must sign in and out of each site to order. Plus, you also must spend over 150 at the live store, and the shipping of course must be overnight , and the cost is something like 75.00. why would anyone buy from them? Its as if they are coming right out and saying, Please, let us rob you! I will buy from anyone but them, going as far as buying a product from the U. K because I will no longer even go to their site. and ONE more. : they suggest strongly that you make an account so that sign out can be easier, unfortunately, at each and every sign out, I still had to fill in my delivery address, therefore rendering my account, useless. Given all this, they should be rated much lower. I am surprised to come here and find more people who feel like me, and the rating an A+ which once again just reinforces how big business rules even something like the Revdex.com.
Don't order from this company! You won't get your order in the 5-9 business days they say you will! It's been two weeks and my order still hasn't arrived! Worst service ever, I've never had this much trouble ordering from a website! Next time I'll order from Valley Vet Supply!
Review: Starting about a month ago, this company is spamming me with several emails EVERY day. I never signed up for an email subscription. The last time I placed an order with this company was about 6 months ago. The link in their emails to "unsubscribe" only brings up a web page to subscribe. There is no way to unsubscribe on the web. I have called their customer service several times over the last couple of weeks and have been told each time that the email will stop. It doesn't. The emails keep coming. I will NEVER order anything from this company again.Desired Settlement: STOP SENDING ME EMAILS. DO NOT SEND ANY EMAILS FOR ANY PURPOSE. I SHOULDN'T HAVE TO CONTACT THE Revdex.com TO MAKE YOU GUYS STOP SENDING ME EMAILS. THIS IS A WAIST OF MY TIME.
Business
Response:
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
Consumer
Response:
[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.]
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,
This company does not ship livestock that fit their description. Of six expensive fish I ordered, all were wrong. Glowlight Danios with no color. Ruby Tiger Platies that were solid white. Top Sail Platies that were a dingy dark green, not "will brighten your tank with their varied colors". This is the most deceptive livestock supplier on earth.
Ordered a Powder Blue and 2 Chromis from LiveAquaria about 5 months ago. They looked fine for days and then they began wiping out my tank. Lost 3 anthias, 3 mandarin, and it just keeps going. Have lost over a dozen fish and it all began with LiveAquaria. Have also lost a few corals from dosing with Rally. Spent over $200 on medication to dose, spent $150 on a UV sterilizer, and still to this day with a quarantine tank I am still loosing fish. They may have given credit for the fish I bought but what about everything else?!?
I purchased 2 dog beds and I am extremely pleased with the product. I never thought I would spend 80.00 on a dog bed but when I got it my only regret was not doing it sooner. Very reasonable shipping g upgrade as well.
Review: In December I ordered a Dura Ruff bed from Doctors Foster and Smith. I received it and my dogs loved it They could not chew it up. So I bought another one. My dog destroyed the new one within 5 minutes. The company exchanged the bed no problem. I received the new bed promptly and it was destroyed within minutes as well. The first bed I bought is not damaged at all, not a mark on it. And again they exchanged the bed. And for the 3rd time this has happened. Now they want me to pay for another bed!!! I just want a refund NOW and now they are giving me the run around. Obviously they are making the new bed from shoddy materials!!! I will never buy from this company again and I will continue to let everyone I know the problems that I have had with them.Desired Settlement: I would like a box sent to me to ship the dog bed back at the companies expense and have ups pick up at my door. I would like a complete refund including the shipping and handling I initially paid for original product.
Business
Response:
We sincerely apologize for the frustration this has caused our customer. I see that an order was placed on December 26, 2014 for the 54x36 Dura-Ruff Bed (Item# 34494) in the color chocolate. The customer paid $54.99 for the bed and accepted the free shipping (5-9 business days). Then on January 11, 2015 our customer purchased the same exact bed (item# 34494) with the free shipping. I have reviewed with the manufacturer that the bed in December likely has a different fabric as they were making them in house as their supplier was unable to ship them what they needed. It was a short time that they were using a different fabric. The manufacturer is happy to make a cover for this customer out of the same fabric she has on the bed from December. I would be happy to assist in organizing this, but would need to customer to call me to discuss how to proceed. (###-###-#### – Ask for [redacted]) The latest reshipment was on 2/12/15 for the same bed in a Gray color. This order was unable to be stopped and the customer will receive it. I ask that they accept the bed and call me, so we can work out the details on how to get the same matching cover of the December 2014 order.
Again, I am happy to assist with getting the customer the same cover, but would need the customer to contact me in order to be sure they want this done.
I hope to resolve this concern for the customer and will await a response from them.
Sincerely,
Drs. Foster & Smith
Consumer
Response:
The only product we have ever ordered from Drs Foster and Smith has been flea treatment for our cats. We ordered a 12 month supply of flea treatment from Drs Foster & Smith in March of 2015 and nothing since then. In August of 2015 our credit card was charged multiple times for various amounts from this company for things we did not order. We called the company to complain, etc. They said they didn't show any products ordered from us since March but they could see the other charges and said the products had been sent all over the US. We asked them to credit back these amounts to our credit card because we did not order them. They said they could not credit back our card and we would have to take the matter up with our credit card company, which we did. It is obvious that these charges occurred because of a security issue with this company but they refused to do anything about it. Don't give this company your credit card details and if you have you should monitor your credit card statements constantly. If you have, I suggest you get a new card and discontinue dealing with this company.