Review: Received bank notification 1/11/2016, that this company had charged my credit/debit card, which they DO NOT HAVE PERMISSION to have on file, without my knowledge or consent. They admitted their mistake but have yet to refund me the money they took from my account.Desired Settlement: $31.46 refunded IMMEDIATELY. ALL OF MY INFORMATION - ALL OF IT - DELETED FROM THEIR SYSTEM(s), IMMEDIATELY.
Business
Response:
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
Review: This company somehow got my debit card info and address. A fraudulent order was placed with them and they won't give me the address it was delivered to so that I can give that info to the police. Online there are several other people complaining of a similar experience and the person I spoke to at Fosters & Smith even told me that "this happens all the time."
The person I spoke with was [redacted].
The phone number I called was ###-###-####.Desired Settlement: They wouldn't refund my money even though they said it was a fraudulent charge. The product being ordered wasn't shipped to my address.
I also want this business to have such a bad rating with Revdex.com that people will stop using them since they harbor fraudsters and won't help the victims. Everything they said made it sound to me like they were in on the scam.
Business
Response:
We sincerely apologize for the inconvenience this is to our customer. We are unable to release information to customers due to the privacy laws. Our Law team can release the information if this is requested by the customers local law enforcement in reference to a claim. We also would suggest the customer contact their credit card company right away to cancel the credit card associated with the account. This would get them started in a charge back process and would leave the customer not liable for the charge. This is the standard process for us. Since we have not been notified of a charge back yet, we have refunded the customer the $53.57 which is the total amount of the order. We still highly recommend the customer cancel their card, though. If they have any further questions or concerns, they should feel free to contact us at ###-###-####. (7am-10pm) Sincerely, Drs. Foster & Smith
Review: Once before I've made a complete and they credited my account for poor service. I've now placed the next order after this and the shipping is suppose to be in 24 hours from the point of making an order and my order still did not ship after that time-frame it has taken then 48 to 56 hours to get this out still unable to provide me tracking when I placed one order and it ships as 2 boxes on 2 completely different days. Now I pay $10.00 for gas to pickup my packages because my household does not allow UPS shipments nor my Post office of this size. I will now have to pay $20.00 to get these boxes on different days because you never hold true to your words.Desired Settlement: Finish the job and don't guarantee consumers services you can not follow through with.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. I have reviewed this order and found that it did ship in two different packages. It depends on what area of the warehouse the items are located. I see that some items shipped 1 day sooner than the rest. It is our goal to ship orders out within 24 hours. We do show a delivery of within 5 to 9 business days based on the customers order. The order was placed on 7/8/15 and part shipped on 7/9/15 and the rest on 7/10/15. The customer will have this order on 7/15/15 per the UPS tracking information. We do apologize that the order didn't ship as quickly as we would have liked, we assure that the customer will have the package in the proper delivery time-frame. We apologize that this causes the customer to make two trips to pick up his boxes, but in this instance the packages will arrive on the same day.If the customer has further questions or concerns, they would feel free to contact one of our friendly customer service representatives at ###-###-####.Sincerely,Drs. Foster & Smith
Review: I began receiving email advertisements/newsletters from the company in June 2015. I am not a customer of this business or any known affiliates nor do I wish to be nor did I subscribe to any emails from them. I have followed the process to unsubscribe from emails upwards of seven times and yet have continued to receive the messages. The last several times I have also included a note stating that I had never subscribed to the emails and that I had made several attempts to remove myself from the mailing list.Desired Settlement: I would like to receive no further contact from this business via email or otherwise.
Business
Response:
We sincerely apologize for the inconvenience this has caused. We have reviewed with our Marketing and IT departments to confirm the email noted in this complaint is no longer on our subscription lists. No further promotional emails should be received by this customer.If we can be of any further assistance, we just ask the customer to contact one of our friendly customer service representatives at ###-###-####.Sincerely,Drs. Foster & Smith
Review: I purchased merchandise from this company 4 years ago, no complaints with my merchandise. The company sends 3 - 4 emails to my personal email address daily. I do not have an account with this company to sign in and change email preferences although again they send me multiple emails a day. I have spoken with customer service on four separate occasions and three weeks ago used "Live Chat" so I could have a record of my conversation with them asking them to remove me from their email distribution list. The customer service agent asked me to sign into my account which even though I knew I did not have one, I attempted to show the agent this was not possible or the case. Eventually she advised me my email address would be removed and this could take up to 5 work days. It's been three weeks and I am STILL receiving 3 - 4 emails a DAY. I called customer service today to inform them of my pending Revdex.com complaint to which the agent informed me...Revdex.com can't help me with this.
I would greatly appreciate it if someone could assist me to getting to the appropriate parties to protect my rights. I have never signed up for nor do I want 3-4 emails a day from this company. Your time and efforts are appreciated.
Thank you
Kimberly LaneDesired Settlement: PLEASE HAVE MY PERSONAL EMAIL ADDRESS REMOVED FROM THEIR DISTRIBUTION LIST.
Greatly appreciated,
Kimberly Lane
Business
Response:
We sincerely apologize for the frustration this has caused our customer. We have requested our marketing department have the noted email removed from all promotional emails. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####. Sincerely, Drs. Foster & Smith
Review: On September 17, 2013, I purchased $259.96 worth of live corals. I had accumulated $24.00 of credits from previous purchases which should have been applied to the order but was not. Furthermore, due to a specimen issue, a further credit of $29.99 was to be applied to the order. After making numerous attempts at recovering this credit, including not one but two conference calls with Paypal, the $53.99 credit was promised to me today, October 2 2013. As I have just logged into my paypal account, the credit has still not been applied. I have no choice but to formally file a complaint with the Revdex.com. What's most puzzling though, subsequent to all I have said, a second specimen had died. The credit for that purchase of $69.99 was applied within one day. Why is it taking such an effort to collect what's due me, especially considering the fact that $24.00 of the balance is credit I have earned from previous purchases!Desired Settlement: For Live Aquaria to keep their word and credit my paypal account the $53.99 I am due.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have processed a refund to the original method of payment, but we've had difficulty with them accepting it. Because of the difficulty, I have processed a refund check in the amount of $53.99 to the customer.
We hope this resolves the customers concerns. They can contact us directly at ###-###-#### with any 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.
On November 15, 2014, I placed an order (Order # N19686249) that included one six-pound container of “Meaty Treats” (#9N-34148). As I was emptying the product into a canister, I noticed a sticker on the bottom indicating the product had expired September 2014. I attempted to send an e-mail via the company’s website. After numerous frustrating attempts, I used the live chat option. I told the rep that I had a photograph of the expiration sticker. I was instructed to e-mail it to: [email protected].
Yesterday I received a voicemail that the manufacturer had been contacted and this product was, in fact, good through September 2016. I was told I could call Drs. Foster and Smith for the telephone number of the manufacturer and I could then call the manufacturer directly.
To begin with, I did not purchase this product from the manufacturer, nor did I pay the manufacturer. This product was purchased on the Drs. Foster and Smith website and they were paid for this item. It is not my responsibility to contact the manufacturer. Having an employee of the manufacturer tell me this product is good for another two years is absurd.
“Best if used by” labels offer retailers some flexibility; expiration dates do not. Retailers cannot legally sell a product beyond the expiration date. They do not have to agree with the law. They do not even have to like the law. They do, however, have to comply with the law. [redacted]
Review: Received bank notification 1/11/2016, that this company had charged my credit/debit card, which they DO NOT HAVE PERMISSION to have on file, without my knowledge or consent. They admitted their mistake but have yet to refund me the money they took from my account.Desired Settlement: $31.46 refunded IMMEDIATELY. ALL OF MY INFORMATION - ALL OF IT - DELETED FROM THEIR SYSTEM(s), IMMEDIATELY.
Business
Response:
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
Review: This company somehow got my debit card info and address. A fraudulent order was placed with them and they won't give me the address it was delivered to so that I can give that info to the police. Online there are several other people complaining of a similar experience and the person I spoke to at Fosters & Smith even told me that "this happens all the time."
The person I spoke with was [redacted].
The phone number I called was ###-###-####.Desired Settlement: They wouldn't refund my money even though they said it was a fraudulent charge. The product being ordered wasn't shipped to my address.
I also want this business to have such a bad rating with Revdex.com that people will stop using them since they harbor fraudsters and won't help the victims. Everything they said made it sound to me like they were in on the scam.
Business
Response:
We sincerely apologize for the inconvenience this is to our customer. We are unable to release information to customers due to the privacy laws. Our Law team can release the information if this is requested by the customers local law enforcement in reference to a claim. We also would suggest the customer contact their credit card company right away to cancel the credit card associated with the account. This would get them started in a charge back process and would leave the customer not liable for the charge. This is the standard process for us. Since we have not been notified of a charge back yet, we have refunded the customer the $53.57 which is the total amount of the order. We still highly recommend the customer cancel their card, though. If they have any further questions or concerns, they should feel free to contact us at ###-###-####. (7am-10pm) Sincerely, Drs. Foster & Smith
Review: Once before I've made a complete and they credited my account for poor service. I've now placed the next order after this and the shipping is suppose to be in 24 hours from the point of making an order and my order still did not ship after that time-frame it has taken then 48 to 56 hours to get this out still unable to provide me tracking when I placed one order and it ships as 2 boxes on 2 completely different days. Now I pay $10.00 for gas to pickup my packages because my household does not allow UPS shipments nor my Post office of this size. I will now have to pay $20.00 to get these boxes on different days because you never hold true to your words.Desired Settlement: Finish the job and don't guarantee consumers services you can not follow through with.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. I have reviewed this order and found that it did ship in two different packages. It depends on what area of the warehouse the items are located. I see that some items shipped 1 day sooner than the rest. It is our goal to ship orders out within 24 hours. We do show a delivery of within 5 to 9 business days based on the customers order. The order was placed on 7/8/15 and part shipped on 7/9/15 and the rest on 7/10/15. The customer will have this order on 7/15/15 per the UPS tracking information. We do apologize that the order didn't ship as quickly as we would have liked, we assure that the customer will have the package in the proper delivery time-frame. We apologize that this causes the customer to make two trips to pick up his boxes, but in this instance the packages will arrive on the same day.If the customer has further questions or concerns, they would feel free to contact one of our friendly customer service representatives at ###-###-####.Sincerely,Drs. Foster & Smith
Consumer
Response:
Review: I began receiving email advertisements/newsletters from the company in June 2015. I am not a customer of this business or any known affiliates nor do I wish to be nor did I subscribe to any emails from them. I have followed the process to unsubscribe from emails upwards of seven times and yet have continued to receive the messages. The last several times I have also included a note stating that I had never subscribed to the emails and that I had made several attempts to remove myself from the mailing list.Desired Settlement: I would like to receive no further contact from this business via email or otherwise.
Business
Response:
We sincerely apologize for the inconvenience this has caused. We have reviewed with our Marketing and IT departments to confirm the email noted in this complaint is no longer on our subscription lists. No further promotional emails should be received by this customer.If we can be of any further assistance, we just ask the customer to contact one of our friendly customer service representatives at ###-###-####.Sincerely,Drs. Foster & Smith
Review: I purchased merchandise from this company 4 years ago, no complaints with my merchandise. The company sends 3 - 4 emails to my personal email address daily. I do not have an account with this company to sign in and change email preferences although again they send me multiple emails a day. I have spoken with customer service on four separate occasions and three weeks ago used "Live Chat" so I could have a record of my conversation with them asking them to remove me from their email distribution list. The customer service agent asked me to sign into my account which even though I knew I did not have one, I attempted to show the agent this was not possible or the case. Eventually she advised me my email address would be removed and this could take up to 5 work days. It's been three weeks and I am STILL receiving 3 - 4 emails a DAY. I called customer service today to inform them of my pending Revdex.com complaint to which the agent informed me...Revdex.com can't help me with this.
I would greatly appreciate it if someone could assist me to getting to the appropriate parties to protect my rights. I have never signed up for nor do I want 3-4 emails a day from this company. Your time and efforts are appreciated.
Thank you
Kimberly LaneDesired Settlement: PLEASE HAVE MY PERSONAL EMAIL ADDRESS REMOVED FROM THEIR DISTRIBUTION LIST.
Greatly appreciated,
Kimberly Lane
Business
Response:
We sincerely apologize for the frustration this has caused our customer. We have requested our marketing department have the noted email removed from all promotional emails. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####. Sincerely, Drs. Foster & Smith
Review: On September 17, 2013, I purchased $259.96 worth of live corals. I had accumulated $24.00 of credits from previous purchases which should have been applied to the order but was not. Furthermore, due to a specimen issue, a further credit of $29.99 was to be applied to the order. After making numerous attempts at recovering this credit, including not one but two conference calls with Paypal, the $53.99 credit was promised to me today, October 2 2013. As I have just logged into my paypal account, the credit has still not been applied. I have no choice but to formally file a complaint with the Revdex.com. What's most puzzling though, subsequent to all I have said, a second specimen had died. The credit for that purchase of $69.99 was applied within one day. Why is it taking such an effort to collect what's due me, especially considering the fact that $24.00 of the balance is credit I have earned from previous purchases!Desired Settlement: For Live Aquaria to keep their word and credit my paypal account the $53.99 I am due.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have processed a refund to the original method of payment, but we've had difficulty with them accepting it. Because of the difficulty, I have processed a refund check in the amount of $53.99 to the customer.
We hope this resolves the customers concerns. They can contact us directly at ###-###-#### with any 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.
On November 15, 2014, I placed an order (Order # N19686249) that included one six-pound container of “Meaty Treats” (#9N-34148). As I was emptying the product into a canister, I noticed a sticker on the bottom indicating the product had expired September 2014. I attempted to send an e-mail via the company’s website. After numerous frustrating attempts, I used the live chat option. I told the rep that I had a photograph of the expiration sticker. I was instructed to e-mail it to: [email protected].
Yesterday I received a voicemail that the manufacturer had been contacted and this product was, in fact, good through September 2016. I was told I could call Drs. Foster and Smith for the telephone number of the manufacturer and I could then call the manufacturer directly.
To begin with, I did not purchase this product from the manufacturer, nor did I pay the manufacturer. This product was purchased on the Drs. Foster and Smith website and they were paid for this item. It is not my responsibility to contact the manufacturer. Having an employee of the manufacturer tell me this product is good for another two years is absurd.
“Best if used by” labels offer retailers some flexibility; expiration dates do not. Retailers cannot legally sell a product beyond the expiration date. They do not have to agree with the law. They do not even have to like the law. They do, however, have to comply with the law. [redacted]