Goober Pet Direct

On June 3rd, the customer ordered dog food for delivery on June 10thThe food she ordered is not something we carry in our inventoryWe ordered the product from our supplier with a scheduled delivery of June 9thWhen the shipment arrived, we discovered our supplier was out of this particular product It is our practice to contact the customer as soon as we realize their product will not be delivered as orderedUnfortunately, due to a very rare oversight on our part, this customer was not calledThe customer contacted us and we apologized for not communicating with her regarding her previous orderThe customer selected a substitute product and placed a new order on June 15th to be delivered on June 17thThe new product selected was also a special order itemWe placed the order with our supplier the morning of Monday, June 15th with an expected delivery to us on Tuesday, June 16thAfter we placed the order, we followed up with the supplier to see if all the product was going to be shippedWe discovered that the substitute product the customer had selected was not available and would not be deliveredWe quickly researched other comparable products that would be available to meet the scheduled Wednesday delivery dateA few hours after the customer placed the new order and two days before the scheduled delivery date, we called the customer to notify her the product was not available from our supplier and to discuss options that would allow us to still deliver food to her on WednesdayThe customer was not happy that her order was not going to be delivered as planned and did not want to discuss alternatives with our staff, despite several efforts on our partThis was still Monday afternoon and, at this point, we had several options that we could explore to either deliver alternate product from our warehouse or obtain product from other channels before WednesdayThe customer was frustrated and hung up on our customer service personAs an owner, I attempted to contact the customer by telephoneUnable to reach her by phone, I sent her an email offering to help find a way to get food to her by WednesdayIn this email, I also offered a $discount on her order due to the inconvenienceThe customer responded stating she had already filed a complaint with the Revdex.comI again offered to do whatever it took to get her the food she needed by WednesdayI continued to communicate by email with the customer on TuesdayAfter learning the customer had already purchased her dog food elsewhere, I offered to reimburse her for the total cost of the food purchaseEven though the customer no longer plans to do business with us, we still sent her a reimbursement of $to cover the cost of the food she purchased at a local pet food store and a small amount for gas expense

On June 3rd, the customer ordered dog food for delivery on June 10th. The food she ordered is not something we carry in our inventory. We ordered the product from our supplier with a scheduled delivery of June 9th. When the shipment arrived, we discovered our supplier was out of this particular...

product.  It is our practice to contact the customer as soon as we realize their product will not be delivered as ordered. Unfortunately, due to a very rare oversight on our part, this customer was not called. The customer contacted us and we apologized for not communicating with her regarding her previous order. The customer selected a substitute product and placed a new order on June 15th to be delivered on June 17th. The new product selected was also a special order item. We placed the order with our supplier the morning of Monday, June 15th with an expected delivery to us on Tuesday, June 16th. After we placed the order, we followed up with the supplier to see if all the product was going to be shipped. We discovered that the substitute product the customer had selected was not available and would not be delivered. We quickly researched other comparable products that would be available to meet the scheduled Wednesday delivery date. A few hours after the customer placed the new order and two days before the scheduled delivery date, we called the customer to notify her the product was not available from our supplier and to discuss options that would allow us to still deliver food to her on Wednesday. The customer was not happy that her order was not going to be delivered as planned and did not want to discuss alternatives with our staff, despite several efforts on our part. This was still Monday afternoon and, at this point, we had several options that we could explore to either deliver alternate product from our warehouse or obtain product from other channels before Wednesday. The customer was frustrated and hung up on our customer service person. As an owner, I attempted to contact the customer by telephone. Unable to reach her by phone, I sent her an email offering to help find a way to get food to her by Wednesday. In this email, I also offered a $10 discount on her order due to the inconvenience. The customer responded stating she had already filed a complaint with the Revdex.com. I again offered to do whatever it took to get her the food she needed by Wednesday. I continued to communicate by email with the customer on Tuesday. After learning the customer had already purchased her dog food elsewhere, I offered to reimburse her for the total cost of the food purchase. Even though the customer no longer plans to do business with us, we still sent her a reimbursement of $139.81 to cover the cost of the food she purchased at a local pet food store and a small amount for gas expense.

On June 3rd, the customer ordered dog food for delivery on June 10th. The food she ordered is not something we carry in our inventory. We ordered the product from our supplier with a scheduled delivery of June 9th. When the shipment arrived, we discovered our supplier was out of this particular...

product.  It is our practice to contact the customer as soon as we realize their product will not be delivered as ordered. Unfortunately, due to a very rare oversight on our part, this customer was not called. The customer contacted us and we apologized for not communicating with her regarding her previous order. The customer selected a substitute product and placed a new order on June 15th to be delivered on June 17th. The new product selected was also a special order item. We placed the order with our supplier the morning of Monday, June 15th with an expected delivery to us on Tuesday, June 16th. After we placed the order, we followed up with the supplier to see if all the product was going to be shipped. We discovered that the substitute product the customer had selected was not available and would not be delivered. We quickly researched other comparable products that would be available to meet the scheduled Wednesday delivery date. A few hours after the customer placed the new order and two days before the scheduled delivery date, we called the customer to notify her the product was not available from our supplier and to discuss options that would allow us to still deliver food to her on Wednesday. The customer was not happy that her order was not going to be delivered as planned and did not want to discuss alternatives with our staff, despite several efforts on our part. This was still Monday afternoon and, at this point, we had several options that we could explore to either deliver alternate product from our warehouse or obtain product from other channels before Wednesday. The customer was frustrated and hung up on our customer service person. As an owner, I attempted to contact the customer by telephone. Unable to reach her by phone, I sent her an email offering to help find a way to get food to her by Wednesday. In this email, I also offered a $10 discount on her order due to the inconvenience. The customer responded stating she had already filed a complaint with the Revdex.com. I again offered to do whatever it took to get her the food she needed by Wednesday. I continued to communicate by email with the customer on Tuesday. After learning the customer had already purchased her dog food elsewhere, I offered to reimburse her for the total cost of the food purchase. Even though the customer no longer plans to do business with us, we still sent her a reimbursement of $139.81 to cover the cost of the food she purchased at a local pet food store and a small amount for gas expense.

Review: Customer service has deteriorated to the point that this 8+ year customer who has spent thousands of dollars with Goober is no longer ordering from them. I placed an order on 6/3 that was supposed to be delivered 6/10. Not only did they NOT deliver but they did NOT even bother to call me to let me know. Then I placed a $134 order on 6/15 and they promised that they would deliver it 6/17. Then they left a message later on 6/15 to say that they were NOT going to deliver the most important item, a case of dog food, on 6/17 and didn't know when they would deliver it. They blamed their poor customer service on their distributors. They used to provide excellent, courteous and dependable customer service but it has been declining over the last year. My recent experience is now reflective of their new normal as this has happened to me several times. I went to my local pet food boutique and bought everything that I had ordered from Goober. If they were interested in providing the service that they promised, they could have done the same thing. Instead they have lost a long-time customer.Desired Settlement: I want Goober to stop promising services to other customers that they will not provide.

Business

Response:

On June 3rd, the customer ordered dog food for delivery on June 10th. The food she ordered is not something we carry in our inventory. We ordered the product from our supplier with a scheduled delivery of June 9th. When the shipment arrived, we discovered our supplier was out of this particular product. It is our practice to contact the customer as soon as we realize their product will not be delivered as ordered. Unfortunately, due to a very rare oversight on our part, this customer was not called. The customer contacted us and we apologized for not communicating with her regarding her previous order. The customer selected a substitute product and placed a new order on June 15th to be delivered on June 17th. The new product selected was also a special order item. We placed the order with our supplier the morning of Monday, June 15th with an expected delivery to us on Tuesday, June 16th. After we placed the order, we followed up with the supplier to see if all the product was going to be shipped. We discovered that the substitute product the customer had selected was not available and would not be delivered. We quickly researched other comparable products that would be available to meet the scheduled Wednesday delivery date. A few hours after the customer placed the new order and two days before the scheduled delivery date, we called the customer to notify her the product was not available from our supplier and to discuss options that would allow us to still deliver food to her on Wednesday. The customer was not happy that her order was not going to be delivered as planned and did not want to discuss alternatives with our staff, despite several efforts on our part. This was still Monday afternoon and, at this point, we had several options that we could explore to either deliver alternate product from our warehouse or obtain product from other channels before Wednesday. The customer was frustrated and hung up on our customer service person. As an owner, I attempted to contact the customer by telephone. Unable to reach her by phone, I sent her an email offering to help find a way to get food to her by Wednesday. In this email, I also offered a $10 discount on her order due to the inconvenience. The customer responded stating she had already filed a complaint with the Revdex.com. I again offered to do whatever it took to get her the food she needed by Wednesday. I continued to communicate by email with the customer on Tuesday. After learning the customer had already purchased her dog food elsewhere, I offered to reimburse her for the total cost of the food purchase. Even though the customer no longer plans to do business with us, we still sent her a reimbursement of $139.81 to cover the cost of the food she purchased at a local pet food store and a small amount for gas expense.