Merck aka Intervet, Inc.

Review: I purchased the renewal of my pet's HomeAgain microchip subscription and in addition, ordered a pink tag with her microchip number, name, address, and phone number. This is obviously so if she gets lost, there is an extra layer of protection in addition to her microchip and also something stating that she had a microchip. I ordered my product on August 19, 2014 and received an email stating thank you for ordering and renewing the product. I never received any other email stating it had shipped, a receipt, etc.

I tried to contact customer service last week to make an inquiry on what had happened to my order. I stayed on hold for 15 minutes and then received a recording stating that their agents were busy and I'd have to call again at a later time. I emailed their customer service right away informing them of not being happy with the situation so far and gave them my identifying information as well as my phone number and email to get back to me. I have heard nothing from them.

I called customer service again today, on September 23, 2014 and spoke to an individual by the name of [redacted] (sp?). She was extremely rude and not helpful. She said that I put an incorrect address down for the shipping, and it would take another month for the new one to arrive. After [redacted] gave me the incorrect address is shipped to, I had never heard of it, have never lived there, and would have absolutely no reason to put that address down for a delivery. She informed me that they wouldn't either and I'd have to wait for the product to arrive.

I don't understand why or how this organization would put some bogus address down for me, deliver it there, then inform me that it's going to take another month to get it to my correct address that was there all along. Additionally, if my correct address is on the microchip, which I am hoping it is, why wouldn't they double check the information to see that I've lived here for the past 2 years at my current address. [redacted] became very argumentative, and then I did as well and informed her of my displeasure with the situation.Desired Settlement: I would like to ensure that my dog's microchip has the correct identifying information and contact information on it, I'd like to obtain my dog's dog chain that I ordered, paid for and have never received, and I would like to ensure that I receive a refund for shipping as well as a refund for the services I have paid for. I would like to keep the services, however, I don't feel after all of this nonsense, that I should have to pay for this year's membership or dog chain. I would also recommend obtaining customer service personnel who are customer-oriented and non-argumentative.

Business

Response:

Spoke to customer and corrected the issue of non receipt of product and also extended membership for one additional year. Customer was satisfied with resolution.

Sent on: 9/29/2014 3:31:54 PM

Review: My husband and I rescued a 3 year old dog with special needs 1 year ago. She was microchipped and registered with HomeAway, an Intervet company. HomeAway sent an e-mail soliciting "... a comprehensive package of safety and wellness coverage," along with a link titled "Reactivate [redacted]'s membership now". [redacted] is not our dog's name. Understanding a number of concerns needed to be addressed, I called HomeAway immediately. I clarified that this was a solicitation to enroll in benefits I repeatedly said we are not interested in. I had to request to be put on a do-not-call list, do-not-mail list, and a do-not-email list. There was no opt-out link on the email, and the representative I spoke with initially denied that there was any possible way to be taken off the email list. This took extensive effort which was met with misrepresentation of HomeAway by [redacted], the customer service representative, and a request to speak with her supervisor to resolve this issue. I was put on hold and was told (by [redacted]) that her supervisor made the necessary changes to not be contacted by HomeAway. It was made clear that solicitation contact is harassing to us, and wholeheartedly unwanted. I pointed out that there was no "unsubscribe" option in the email, which I acknowledged she did not create, however should be brought to the attention of supervisory personnel.Desired Settlement: I wish to never be contacted by HomeAway for solicitation of any services, ever again. I only wish to communicate with them regarding issues of identifying and retrieving my dog if and only if she is not in our care.