EntirelyPets.com

I received the missing 2 items from my order.  Please consider my complaint settled.
 
Thank you.
Dave

Hello Ralph, Thank you for your inquiry. We're sorry to hear of the issues with the order. We charge upon an order being moved to ship out. The shipment never arrived as estimated by the manufacturer and the product is no longer made. A full refund has been issued. If you wish to order a replacement...

we can honor an additional discount for the inconvenience. We do apologize for any inconvenience this may have caused. Please let us know if you have any further questions. Thank you for your interest in Entirelypets. Have a great day!

We apologize for the inconvenience this backorder issue may have caused. You should have received a backored notice via email which we have tested through our system to make sure it is not a recurring issue moving forward. Your order was able to be shipped as soon as the restock arrived on 9/15 and...

delivered on 9/17. The priority shipping fee applied to the order was waived and refunded as a courtesy for the delay.

Initial Business Response /* (1000, 5, 2015/11/17) */
Hello [redacted],
We are very sorry to have inconvenienced you in any way. Our notifications of the item not being in stock are immediately sent once an order is made for the product and it allows partial shipments of any other products...

ordered at no additional cost. Since the items are on a nationwide backorder through all vendors, it's allowed to be purchased, so that we can inform our customers of the products being on backorder and to give other alternative options for your pets. It also allows the customers to have the product reserved once it comes in. If you have any other questions or concerns, please let me know at X-XXX-XXX-XXXX x 109.
Sincerely,
[redacted].
Customer Service Manager

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear [redacted],
I'm sorry to hear that you were not satisfied with our Customer Service. We value each and every one of our customers and we work hard to try to keep everyone happy. Each product that is sold from our company is received new and...

any returns that are restocked are double checked to ensure it's in a re-sellable condition. When we have reports such as these we have to be very careful because unfortunately we do have dishonest customers. I assure you that the Representative was not insinuating that you are one, but that we do have some and given the time frame when the report was made, this is the protocol that we follow. In the interest of Customer Service, we can replace the bottle for you at no cost. We ask that in the future, all products are thoroughly checked and reported to us if there are any issues. Your reshipment will be sent to you within 24 hours.
Sincerely,
[redacted]
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the explanation of the manager and I also appreciate the quick response
Final Business Response /* (4000, 14, 2015/10/21) */
Hello [redacted],
I'm sorry that our company has not followed up on a reshipment for you. I'll look into this matter with the parties involved to identify the problem, so it can be corrected moving forward. A new bottle will be sent out today for you, but before we do so please confirm the address you would like it sent to. Please send this response to [redacted]@healthypets.com.I look forward to hearing from you and I apologize for any inconvenience this has caused.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 16, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I really do not want to accept the response.. And I also think that the lack of care toward my pets goes far behind just sending out reshipment. On 4th attempt to speak with someone who again couldn't find anything about this case
I spoke to [redacted] and said its been over two weeks.. Can you please tell me something My pets have not had this medicine.. .. I said I think someone needs to make this right.. Can you Please overnight me a bottle so my pets can get what they need.. I was told by [redacted] that I my pets were to go without medicine because he wasn't just gonna send out a free bottle.. That was unbelievable. The ignorance and neglect by the representatives and Jose is behind wrong and I shouldt of have had to deal with that.. I should not of had to go this far to get a response and to be treated with respect as a customer and pet owner.. In everything we deal with in life having something like this thrown in the mix that could of been avoided is just wrong.. A company that is supposed to be for pets treats a pet and their owner like garbage..this has really stressed me out and had me very upset.. To be treated like that and to have to actually make numerous calls and file another response to Revdex.com makes me disgusted..

Initial Business Response /* (1000, 5, 2015/07/13) */
Dear [redacted],
Your auto shipment discount was not applicable to your order due to multiple discounts being attempted to be used. Per our policy on our webpage, discounts are not able to be combined and the less of the 2 discounts will be...

removed. I apologize for any inconvenience this caused. If you have any further questions, please contact me directly at X-XXX-XXX-XXXX ext 109.
Sincerely,
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address either issue. They changed the amount of the credit card charge without my approval, and they still refuse to remove my credit card and other personal information from their system. Their explanation that I failed to read the fine print is ridiculous. The invoice total as copied directly from the purchase screen:
Your Total After Auto Ship Discount:$65.94. This is the only amount I approved.
Final Business Response /* (4000, 10, 2015/07/20) */
Hello [redacted],
The order was not made with multiple coupons, but was made with multiple discounts. Our policy regarding multiple discounts is on our website and can be read here,www.entirelypets.com/info.html. In the interest of good customer service, we will issue the difference as store credit towards any future order made by phone. If you have any further questions, please e-mail me at [redacted]@healthypets.com.
Sincerely,
[redacted]
Customer Service
Final Consumer Response /* (4200, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is impossible for anyone, let alone a senior citizen to decipher their website. They still charged more than I agreed to pay on the check out screen, and they still refuse to remove my credit card and personal information from their system. The store credit is meaningless. I do not trust a company that just changes amounts on invoices, and would never do business with them again.

Hi [redacted]
 
Thank you for your feedback. We're sorry to hear of your recent experience. We are taking all measures possible to address the connectivity issues with the representatives. We do apologize for any inconvenience this may have caused. We have sent the updated information requested...

via email. Please let us know if they have not been received. Your refund for shipping costs ($[redacted]) has been posted on our behalf as of 6/20/**. Please let us know if you don't see it on your next statement. An additional credit of 15% of your order total ($[redacted]) has been applied to your account for the issues with getting the order placed. Please contact us directly via chat or by phone to use this credit. We do appreciate your patience with this matter. Please let us know if you have any other questions or concerns. Have a great day!

Final Consumer Response /* (2000, 5, 2015/09/01) */
I received my refund on the return. The only thing I am disappointed in is that the business deducted S&H. When I purchased the items there was no S&H fees. Thank you for your help. I was trying to get a refund for five weeks, with your assistance...

it was less then a week.

Hello, Thank you for your inquiry. We're sorry to hear of your recent experience. We have received confirmation of the delay in delivery by the carrier, which caused arrival to be outside of the normal 4-8 business days. A partial refund for the remaining payment on the order will be issued as...

a courtesy for the inconvenience caused to you & your pet. The shipping costs for the order had already been posted to your account, upon you notifying us of the delay. A return will not be needed for the replacement package we sent as well. Please allow 4-7 business days for this to reflect on your upcoming statement. We do sincerely apologize for any issue caused by the delay. Please let us know if you have any further questions or concerns. Have a nice day!

Hello [redacted], 
We apologize for the inconvenience. A replacement package was shipped via [redacted] overnight on 4/13 with the tracking number [redacted], scheduled for delivery today. There was still one item not available due to a backorder but that has been refunded in the amount of $10.47...

and will still be shipped to you once back in stock. Please contact us directly for any further questions or concerns.

Initial [redacted] Response /* (1000, 10, 2015/10/06) */
Hello [redacted],
I'm very sorry to hear that you did not receive our response regarding this matter. Unfortunately, the replacement of the products is not possible as per our company policy on opened used products. The products are not...

guaranteed to work for each animal because every animal is different from one another. I understand that you have used this in the past as well, but this history is not documented with our company. In the interest of good customer service, we have authorized a store credit of $50 worth of your purchase to be used towards a future order. This credit does not expire and can he used when placing an order by phone. If you have any further questions, please let me know by e-mailing me at [redacted]@healthypets.com.

Initial Business Response /* (1000, 6, 2015/09/23) */
Dear [redacted],
I do apologize for the inconvenience of receiving a product that was not ordered. The product is on a nationwide backorder and will not be available for quite some time. The products were sent as the closest alternative for...

your pets. I do not see a response to our e-mail on when it would be a good time to pick up the products. Please e-mail me to at [redacted]@healthypets.com to schedule a pick up. If you wish to keep a bag for the trouble, please go ahead and give it a try as a full refund will be issued anyway. Once the pick up is done, a full refund will be issued to you. Please be advised that a refund from any company takes 3-5 business days to post on the account once issued.
Sincerely,
[redacted] M.
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted]:
Thank you for your response. Unfortunately, I did not receive an email regarding pickup of the items. I was very upset when I opened the package and seen something different that I was not familiar with.
I have just calmed down. My vet indicates this item will be acceptable for my pets, and you are correct, Virbac is not available anywhere. I have looked. So I have decided to keep the items. No credit necessary.
Please inform your customers when you are making a substitution for something their Furbabies are going to eat. We are very particular about our babies
Kind Regards,
[redacted] S. [redacted]

Hello Hyun[redacted]
Hello Hyun [redacted],
Thank you for your inquiry. The order number provided[redacted] reflects an order for a customer by the name of HEE SOO LEE and doesn't match your information. The order number provided was keyed in on our site on 10/18/2017 and was cancelled and refunded that...

same day. Refund details are as follows:
Date: 10/18/2017 12:38:00 PM
Card: [redacted] Refund Amount: $103.32
Transaction ID: [redacted]
Payment/Authorization ID: 3
Please let us know if you have any further questions. Thank you for your interest in Entirelypets. Have a great day!

Hello,
Thank you for your feedback. We're sorry to hear of the issue with the delivery. We have already filed a claim with [redacted] and are waiting for their response.
Currently the item shows delivered to the address we were provided with at check-out. It was signed for by someone at the address...

provided. 
We are not responsible for what happens after your order has been successfully delivered to the 3rd party shipping agency. You did confirm with us that this order shipped to a 3rd party shipping agency as you are located outside of the states in a live chat on 6/22[redacted]. This is policy is noted in the email we send before processing payment which requires verification of your billing address. 
If the carrier concludes no one at the address signed for the package, a refund or replacement can be issued. In the mean time, a store credit can be applied to your account for the full amount of the order, as we are unable to finalize a refund without a conclusion on the service request for the package. To use this credit please reach us by phone or live chat to make your next purchase. We do apologize for any inconvenience this may have caused. Thank you for your patience with this matter. Please let us know if you have any further questions or concerns. Have a great day!

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/02) */
Dear [redacted],
It appears that a fraudulent order was made in order to verify if funds were available on the account in question. The fraudulent user placed this order along with a larger order that was stopped and canceled. A full refund is...

being issued on your account. If you have any questions, please call us at X-XXX-XXX-XXXX.
[redacted]
Customer Service

Initial Business Response /* (1000, 5, 2015/10/23) */
Hello [redacted],
I apologize that a refund was not issued earlier regarding this matter. I do see this has been taken care of as of 10/22/15 and should appear within a few business days. The product still reflects online as available to allow...

customers to keep orders on hold until the products are in now, instead of receiving a replacement so pets did not have to wait. I'm very sorry that we have inconvenienced you and if there's something else that we can assist you with, please message me at [redacted]@healthypets.com.
[redacted] M.
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased to receive a full refund including shipping. I am not pleased that I had to go to this effort because the business took it upon themselves to ship me an unrequested product without my permission & charging my credit card. The business did not inform me that the product I ordered was no longer available. This is very misleading.

We have contacted the customer and they are aware that this is fraud. We have flagged their accounts and nothing will be shipped out.