My family and I are returning customers of your company and last week my husband purchased a puppy as a gift for me from your Rockville, MD location I called today to ask some questions about my new dog as I have concerns that she may be albino When the call was answered I very nicely asked to speak with a manager The woman who answered did not put me on hold and I heard her very clearly say “She wants to speak with a manager.” And then “I don’t know, it’s probably someone annoying This always happens.” I’m sure you can understand how taken aback and offended I was at the employee’s blatant lack of professionalism and customer service, especially given the fact that I had not yet even disclosed the reason for my callWhen the manager got on the phone she did not introduce herself, but did ask how she could help I asked for the name of the woman who initially answered my call and explained what had just occurred The manager told me that she didn’t know who answered the phone, but that she would “figure it out” and again asked why I was calling I asked for the name of the person that I was speaking with for my own records and she responded with only her first name “Mariana” When I asked for her last name she told me very rudely “You don’t need to know that.” I then asked for the name of HER supervisor since clearly her customer service skills were lacking even more than the employee that I spoke to previously, and she told me that her name was Janee, but that I didn’t need to know her last name either She then said “She’s on maternity leave so what do you need?”I was so upset that I told the manager that I would take up my issue with corporate I have never been so disrespected Not one person in that store knows the reason for my call For all they know, I could have been a potential customer looking to buy a puppy from your establishment Futhermore, I feel that as a paying customer I should be subject to the utmost respect and at the very least, professionalism I am very concerned that these employees are my only connection to information about my dog as well as the fact that they are the ones who take care of the puppies in your store Their lack of compassion was very evident in the way that I was treated today and I will NEVER refer a single person to your company In fact, I plan to make my experience very known on every platform that is available to do soRegarding my dog, I need to speak to someone as soon as possible about retrieving her records If she IS in fact albino, she needs special care and I need to be prepared to arrange said care for her
July 16, 2014To Whom It May Concern: [redacted] purchased a Yorkie # [redacted] on Sunday, June 22, for $w/taxMerchandise was also purchased for $w/taxDuring this purchase, our staff worked with [redacted] to discuss our health guarantee and answered any questionsThe health guarantee is reviewed and signed by the client prior to leavingI will include a copy of this health guarantee for reference On Tuesday, June 24, [redacted] called the store to discuss concerns she was havingJust Puppies went over these concerns and confirmed those issues as being normal For example: [redacted] was concerned with the Yorkie barking/cryingThis can be common as a puppy is adjusting to the new home Towards the end of the conversation, the client also asked for information on our return policy This policy is: “All non-medical returns, including allergies to animals, must be made within hours Just Puppies will withhold $of your refund as a return fee for any non-medical returns Common problems are not subject to returns or refunds.” Just Puppies made this policy aware to [redacted] during this conversation In addition, we discussed that Wednesday, June 25, as being the last day to return the puppy Just Puppies assumed, at this time, that [redacted] would be considering a return of the puppy within these parameters On Wednesday, June 25, [redacted] called the store again to go over the return policyIn addition to the previous day, we discussed this policy in details [redacted] also asked about the merchandise that was purchased the day the puppy was purchased This policy is posted near the cash register and printed on our receipts: “No refunds, Exchange onlyYou must have your receipt to exchange merchandiseMerchandise must be in the original packaging and free from any damages.” The client did not come in or call again until Saturday, June 28, Since the client failed to return the puppy by Wednesday, June 25, we were under the impression that the client either decided to keep the puppy or to make other arrangementsIn fact, [redacted] took the puppy to the free veterinarian examination provided by Just Puppies on June 27, During this visit, it was determined that the puppy was negative from any parasites and a mild case of kennel cough was present (not pneumonia)The client was given antibiotics, by the veterinarian, free of charge to treat the kennel cough The veterinarian also went over making sure that the puppy is eating frequently to prevent hypoglacemia from occurringThis is due to the puppies’ current weight during the examinationAll puppies less than 3lbs must be monitored for eating to prevent low blood sugar from occurringThe information on hypolgacemia is covered with the client in great detail during the paperworkHowever, the puppy had gained weight and seemed to be doing wellThe client was instructed by the veterinarian to administer the antibiotics, monitor eating and follwithin days On Saturday, June 28, [redacted] called to discuss the veterinarian visit and returning the puppy We discussed the health guarantee to the client and determined that we would make an exception and allow her to return the puppy with a return fee of $We felt that this would be a better alternative then to make [redacted] keep a puppy that she clearly didn’t wantWe told her that, upon return, the puppy would need to quarantined for at least one week, would need to be examined by a veterinarian, the kennel cough would continue to be treated and the veterinarian would see the puppy weekly until deemed available for sale The option to keep the Yorkie was also an optionJust Puppies would have continued to cover all cost associated with treating kennel cough including veterinarian visitsThis guarantee is also extended on all common puppy problemsi.ekennel cough, internal and external parasites, earmites [redacted] choose to return the puppy On Sunday, June 29, [redacted] returned the Yorkie, signed a refund contract and received a refund per our discussionThe refund contract read: “In consideration of receipt of a refund I acknowledge Just Puppies on Maryland, Inchas fully met its obligation to me and hold Just Puppies of Maryland, Inc harmless from future claims with the puppy identified on this form.” [redacted] also had the option to keep the Yorkie and we would continue to pay for all medical expenses surrounding the treatment for the kennel cough including veterinarian visits associated with the treatment This guarantee is also extended on all common puppy problemsi.ekennel cough, internal and external parasites, earmitesThe veterinarian hospital was called on Tuesday, July 1, by the clientThe client requested documents and indicated that the puppy was returned to the store due to her inability to care for a puppy with kennel cough We understand that [redacted] is not satisfied with our decision, but ultimately feel like it was the best case scenario given the circumstancesIn addition, the Yorkie is doing greatShe has continued to stay on target with her weight gain and is happy and playfulWe would also like to address the issue of [redacted] using the website ***.com to slander our company and our employeesWe request that this be removed or Just Puppies will peruse punitive damagesWe will be forwarding all documents to our lawyer if this request is not satisfiedHere is a copy of [redacted] post: If there are any questions, please call Jeanea T [redacted] , Manager, at ###-###-####I have enclosed our health guarantee that was signed, the refund form that was signed (submitted by client during complaint) and the documents from the veterinarian hospital.Sincerely,Jeanea T [redacted] Manager
My family and I are returning customers of your company and last week my husband purchased a puppy as a gift for me from your Rockville, MD location I called today to ask some questions about my new dog as I have concerns that she may be albino When the call was answered I very nicely asked to speak with a manager The woman who answered did not put me on hold and I heard her very clearly say “She wants to speak with a manager.” And then “I don’t know, it’s probably someone annoying This always happens.” I’m sure you can understand how taken aback and offended I was at the employee’s blatant lack of professionalism and customer service, especially given the fact that I had not yet even disclosed the reason for my callWhen the manager got on the phone she did not introduce herself, but did ask how she could help I asked for the name of the woman who initially answered my call and explained what had just occurred The manager told me that she didn’t know who answered the phone, but that she would “figure it out” and again asked why I was calling I asked for the name of the person that I was speaking with for my own records and she responded with only her first name “Mariana” When I asked for her last name she told me very rudely “You don’t need to know that.” I then asked for the name of HER supervisor since clearly her customer service skills were lacking even more than the employee that I spoke to previously, and she told me that her name was Janee, but that I didn’t need to know her last name either She then said “She’s on maternity leave so what do you need?”I was so upset that I told the manager that I would take up my issue with corporate I have never been so disrespected Not one person in that store knows the reason for my call For all they know, I could have been a potential customer looking to buy a puppy from your establishment Futhermore, I feel that as a paying customer I should be subject to the utmost respect and at the very least, professionalism I am very concerned that these employees are my only connection to information about my dog as well as the fact that they are the ones who take care of the puppies in your store Their lack of compassion was very evident in the way that I was treated today and I will NEVER refer a single person to your company In fact, I plan to make my experience very known on every platform that is available to do soRegarding my dog, I need to speak to someone as soon as possible about retrieving her records If she IS in fact albino, she needs special care and I need to be prepared to arrange said care for her
July 16, 2014To Whom It May Concern: [redacted] purchased a Yorkie # [redacted] on Sunday, June 22, for $w/taxMerchandise was also purchased for $w/taxDuring this purchase, our staff worked with [redacted] to discuss our health guarantee and answered any questionsThe health guarantee is reviewed and signed by the client prior to leavingI will include a copy of this health guarantee for reference On Tuesday, June 24, [redacted] called the store to discuss concerns she was havingJust Puppies went over these concerns and confirmed those issues as being normal For example: [redacted] was concerned with the Yorkie barking/cryingThis can be common as a puppy is adjusting to the new home Towards the end of the conversation, the client also asked for information on our return policy This policy is: “All non-medical returns, including allergies to animals, must be made within hours Just Puppies will withhold $of your refund as a return fee for any non-medical returns Common problems are not subject to returns or refunds.” Just Puppies made this policy aware to [redacted] during this conversation In addition, we discussed that Wednesday, June 25, as being the last day to return the puppy Just Puppies assumed, at this time, that [redacted] would be considering a return of the puppy within these parameters On Wednesday, June 25, [redacted] called the store again to go over the return policyIn addition to the previous day, we discussed this policy in details [redacted] also asked about the merchandise that was purchased the day the puppy was purchased This policy is posted near the cash register and printed on our receipts: “No refunds, Exchange onlyYou must have your receipt to exchange merchandiseMerchandise must be in the original packaging and free from any damages.” The client did not come in or call again until Saturday, June 28, Since the client failed to return the puppy by Wednesday, June 25, we were under the impression that the client either decided to keep the puppy or to make other arrangementsIn fact, [redacted] took the puppy to the free veterinarian examination provided by Just Puppies on June 27, During this visit, it was determined that the puppy was negative from any parasites and a mild case of kennel cough was present (not pneumonia)The client was given antibiotics, by the veterinarian, free of charge to treat the kennel cough The veterinarian also went over making sure that the puppy is eating frequently to prevent hypoglacemia from occurringThis is due to the puppies’ current weight during the examinationAll puppies less than 3lbs must be monitored for eating to prevent low blood sugar from occurringThe information on hypolgacemia is covered with the client in great detail during the paperworkHowever, the puppy had gained weight and seemed to be doing wellThe client was instructed by the veterinarian to administer the antibiotics, monitor eating and follwithin days On Saturday, June 28, [redacted] called to discuss the veterinarian visit and returning the puppy We discussed the health guarantee to the client and determined that we would make an exception and allow her to return the puppy with a return fee of $We felt that this would be a better alternative then to make [redacted] keep a puppy that she clearly didn’t wantWe told her that, upon return, the puppy would need to quarantined for at least one week, would need to be examined by a veterinarian, the kennel cough would continue to be treated and the veterinarian would see the puppy weekly until deemed available for sale The option to keep the Yorkie was also an optionJust Puppies would have continued to cover all cost associated with treating kennel cough including veterinarian visitsThis guarantee is also extended on all common puppy problemsi.ekennel cough, internal and external parasites, earmites [redacted] choose to return the puppy On Sunday, June 29, [redacted] returned the Yorkie, signed a refund contract and received a refund per our discussionThe refund contract read: “In consideration of receipt of a refund I acknowledge Just Puppies on Maryland, Inchas fully met its obligation to me and hold Just Puppies of Maryland, Inc harmless from future claims with the puppy identified on this form.” [redacted] also had the option to keep the Yorkie and we would continue to pay for all medical expenses surrounding the treatment for the kennel cough including veterinarian visits associated with the treatment This guarantee is also extended on all common puppy problemsi.ekennel cough, internal and external parasites, earmitesThe veterinarian hospital was called on Tuesday, July 1, by the clientThe client requested documents and indicated that the puppy was returned to the store due to her inability to care for a puppy with kennel cough We understand that [redacted] is not satisfied with our decision, but ultimately feel like it was the best case scenario given the circumstancesIn addition, the Yorkie is doing greatShe has continued to stay on target with her weight gain and is happy and playfulWe would also like to address the issue of [redacted] using the website ***.com to slander our company and our employeesWe request that this be removed or Just Puppies will peruse punitive damagesWe will be forwarding all documents to our lawyer if this request is not satisfiedHere is a copy of [redacted] post: If there are any questions, please call Jeanea T [redacted] , Manager, at ###-###-####I have enclosed our health guarantee that was signed, the refund form that was signed (submitted by client during complaint) and the documents from the veterinarian hospital.Sincerely,Jeanea T [redacted] Manager