Kahoots Pet Store

Ms. [redacted],
I apologize that I have not responded to you earlier regarding this claim. Hopefully I am not too late in being able to share our side of the issue.
At Kahoots we strive to bend over backwards in handling animal health issues with pets that have been purchased at our store. We take...

these situations seriously as all of us find ourselves in the business largely because we feel pets are an integral part of our family. We offer a 30 day “No questions asked” guarantee on any pets sold in our stores which includes any health issues or even death. We will even return ALL of the products sold to our customer (even used, destroyed etc) relating to the pet. Many times we will extend this guarantee beyond 30 days depending on circumstance. It is much less expensive for us to nip problems in the bud like this to just “take care of our customer” What a concept!
Unfortunately, with [redacted] we feel a great deal of fraud was taking place and see the need to not give in to the ridiculousness of the scenario.
After [redacted] gave 2-3 versions of his scenario to our Corporate Office and the Grossmont store I decided to call him myself to ask more questions. I experienced a person who at one moment was very grateful for my help and apologetic to someone who was yelling and cussing on the phone. I offered to look through every transaction to find some evidence of what he purchased.
First it was one rabbit. Then it was two rabbits. Then it was he bought them separately and next we purchased “$300 worth of items with it but not sure what”. I asked if he used cash or credit and maybe that would help. He said cash at first so I ran through all my cash transactions … nothing. Then he said credit but wasn’t sure if he had used his friends card. I finally had to tell him that without a receipt, without evidence in our sophisticated RMS sales data software that he’d purchase the rabbit, without any bodies or evidence of a deceased rabbit and without any single detail that could help me help him ….. I was unable to just “give him another rabbit.” [redacted] told me he understood and was very sorry for all of this and wished me a good day.
Attached you will find the Store Manager’s take on this situation and a text I received on my phone from [redacted] after I “resolved” the incident with him and apparently before he filed the claim. Feel free to contact me with anything at all that you need [redacted]. I could even show you how we search for such transactions at our stores. My cell is also provided below.
Have a great weekend and stay away from those fires!
[redacted]
DM | Kahoots, Inc.  
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[redacted]

Review: Dear Kahoots and Revdex.com San Diego,I bought two rabbits this year from Kahoots Pet Store in Grossmont Center which died within a 20 day period. I find this unacceptable as I feed the rabbit plenty of the appropriate pellets and hay and water, and clean the cage on a daily basis. I believe there is something that occurred with the breeded during that time period. Sincerely,[redacted]###-###-####.

Update 3/15/14: I spoke with the CEO [redacted] who said to try to resolve the issue with the store. My efforts were unsuccessful and the District Manager was rude to me on the phone and unhelpful in the simple exchange of a rabbit especially in light of my regular purchase of food for my animals from their store.Desired Settlement: I want a call from the manager saying confirming that a replacement rabbit will be granted at the store of purchase (Grossmont Center) or another store location if a rabbit is not available there by Monday 3/17/14 or a check mailed to my address for the cost of both of the rabbits (approximately $140 I believe). I believe one of these resolutions is completely reasonable given that I am a good customer and have bought several healthy pets, food, and materials from Kahoots in Grossmont, etc.

Business

Response:

Ms. [redacted],

I apologize that I have not responded to you earlier regarding this claim. Hopefully I am not too late in being able to share our side of the issue.

At Kahoots we strive to bend over backwards in handling animal health issues with pets that have been purchased at our store. We take these situations seriously as all of us find ourselves in the business largely because we feel pets are an integral part of our family. We offer a 30 day “No questions asked” guarantee on any pets sold in our stores which includes any health issues or even death. We will even return ALL of the products sold to our customer (even used, destroyed etc) relating to the pet. Many times we will extend this guarantee beyond 30 days depending on circumstance. It is much less expensive for us to nip problems in the bud like this to just “take care of our customer” What a concept!

Unfortunately, with [redacted] we feel a great deal of fraud was taking place and see the need to not give in to the ridiculousness of the scenario.

After [redacted] gave 2-3 versions of his scenario to our Corporate Office and the Grossmont store I decided to call him myself to ask more questions. I experienced a person who at one moment was very grateful for my help and apologetic to someone who was yelling and cussing on the phone. I offered to look through every transaction to find some evidence of what he purchased.

First it was one rabbit. Then it was two rabbits. Then it was he bought them separately and next we purchased “$300 worth of items with it but not sure what”. I asked if he used cash or credit and maybe that would help. He said cash at first so I ran through all my cash transactions … nothing. Then he said credit but wasn’t sure if he had used his friends card. I finally had to tell him that without a receipt, without evidence in our sophisticated RMS sales data software that he’d purchase the rabbit, without any bodies or evidence of a deceased rabbit and without any single detail that could help me help him ….. I was unable to just “give him another rabbit.” [redacted] told me he understood and was very sorry for all of this and wished me a good day.

Attached you will find the Store Manager’s take on this situation and a text I received on my phone from [redacted] after I “resolved” the incident with him and apparently before he filed the claim. Feel free to contact me with anything at all that you need [redacted]. I could even show you how we search for such transactions at our stores. My cell is also provided below.

Have a great weekend and stay away from those fires!

DM | Kahoots, Inc.

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