Fido Park Avenue

Response to ComplaintFido Park Avenue is very disappointed that this customer did not receive the level of customer service that she expected, and that we strive to deliver to every customerI am mailing her the $to resolve her
disputed but it appears that she is most upset about our performance of her special order and how we communicated with her.We recognize that a high level of customer service is essential for Fido Park Avenue to be successfulWe empower our manager and strain our staff to attempt to delight our customers so they have a pleasant, fun experience in our storesWhile our manager knows our attitude on how to achieve the high level of customer service we desire, there are times that she feels to need to touch base with the owners.Calls are made from the phone on the sales floor, often in front of the customer, for two reasonsFirst, we have nothing to hide and want the customer to hear how the issue is being reported to the ownersThe second reason is that often the store has only one employee that must remain on the sales floor at all timeWe want to resolve any issues as soon as we can so the calls are made from the phone in the public space.We are sorry that Ms*** took offense with this practice.As for special customer orders, we offer this option to provide a high level of customer satisfactionWe want the customer to get exactly what they wantWe try to properly set expectations with the customers but sometimes to doesn’t work outThere are many reasons why a customer’s special order could be delayed or go unfilledOur suppliers are carefully selected but sometime they do not perform as we would likeOur goal is to communicate with as customers if there are any problems with the special order.Don and Chris V***Owners, Fido Park Avenue

Review: THIS ORGANIZATION SHOULD NOT HAVE AN A+ RATING WITH THE Revdex.com. THEY ARE RUDE AND DISMISSIVE OF CUSTOMER CONCERNS, AND WITH MY SPECIFIC COMPLAINT, THE OWNER SPOKE WITH THE MANAGER ABOUT ME (THE CUSTOMER) VIA TELEPHONE RIGHT TO MY FACE. ONCE SHE SAW THE MORTIFIED LOOK ON MY FACE, SHE AT LEAST WENT TO THE BACK TO CONTINUE THE CONVERSATION. THIS IS THE TREATMENT THAT YOU RECEIVE WHEN YOU ATTEMPT TO PLACE CUSTOM ORDERS, AND THE BUSINESS FAILS TO EXECUTE AS PROMISED. THIS WAS THE BEHAVIOR OF THE OWNER, AND SHE WONDERS WHY SHE STRUGGLES TO HAVE A HIGH WORK MORAL WITH TOP CUSTOMER SERVICE FOR THE PATRONS OF HER BUSINESS...

HERE IS MY SPECIFIC COMPLAINT: Manager, Laurie up charged cost of custom ordered item $9.99, to total of $129.99 instead of $120 as originally indicated. When the owner was questioned about the up charge, she indicated, "That is the cost today." The owner then had a conversation with the manager (Laurie) via telephone, of which the owner indicated, "it's a done deal now..." Really? This is how they treat customers! This item was supposed to be ordered on 02/05/2016, and despite multiple phone calls, it was not ordered until 02/16/2016, and there was an unexplained up charge. I am not upset about the price of the item, but rather the shaming treatment as a customer. I have been a customer of this store for a while, and I continue to be disappointed by the lack of professionalism or customer service. If there were thoughts or feelings about an item that I PURCHASED, the owner and/or manager should have said something TO me, versus ABOUT me. I did mention my concern to the owner on the day that this happened, and she was dismissive of my concern, which is why it was escalated to this point.Desired Settlement: THIS ORGANIZATION/BUSINESS SHOULD NOT HAVE AN A+ RATING. THEY ARE RUDE AND DISMISSIVE OF CUSTOMER CONCERNS. IF THEY DO NOT WANT TO ORDER ITEMS FOR CUSTOMERS, THEN THEY SHOULD CONSIDER ANOTHER BUSINESS OPTION. AGAIN, I WELCOME THEM TO EXPRESS ANY THOUGHTS OR CONCERNS DIRECTLY TO ME, BUT DO NOT DARE TALK ABOUT ME VIA TELEPHONE WHILE I AM IN THE STORE. THE OWNER WAS INVOLVED IN MY COMPLAINT ALONG WITH THE MANAGER, AS NEITHER OF THESE INDIVIDUALS ARE PROFESSIONAL OR COURTEOUS, BUT RATHER THEY ARE RUDE AND DISMISSIVE.

Business

Response:

Response to ComplaintFido Park Avenue is very disappointed that this customer did not receive the level of customer service that she expected, and that we strive to deliver to every customer. I am mailing her the $10 to resolve her disputed but it appears that she is most upset about our performance of her special order and how we communicated with her.We recognize that a high level of customer service is essential for Fido Park Avenue to be successful. We empower our manager and strain our staff to attempt to delight our customers so they have a pleasant, fun experience in our stores. While our manager knows our attitude on how to achieve the high level of customer service we desire, there are times that she feels to need to touch base with the owners.Calls are made from the phone on the sales floor, often in front of the customer, for two reasons. First, we have nothing to hide and want the customer to hear how the issue is being reported to the owners. The second reason is that often the store has only one employee that must remain on the sales floor at all time. We want to resolve any issues as soon as we can so the calls are made from the phone in the public space.We are sorry that Ms. [redacted] took offense with this practice.As for special customer orders, we offer this option to provide a high level of customer satisfaction. We want the customer to get exactly what they want. We try to properly set expectations with the customers but sometimes to doesn’t work out. There are many reasons why a customer’s special order could be delayed or go unfilled. Our suppliers are carefully selected but sometime they do not perform as we would like. Our goal is to communicate with as customers if there are any problems with the special order.Don and Chris V[redacted]Owners, Fido Park Avenue