MONY Financial Services

May 02, [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] This communication is in response to your Revdex.com case# [redacted] regarding the complaint you filed against the store's advise about purchasing a Merchandise Gift Card for you to purchase an item online while at the store We found that you have contacted Petco Customer Relations and that you have spoken with one of the managersA compensation worth $Electronic Gift Card or equivalent to two sets of $Electonic Gift Card was sent to your email address: [redacted] @gmail.com for you to be able to use on your recent online purchase We would like also to update you regarding the online order with Order#: [redacted] made on 4/29/The order is already in-transit to its destination and will be delivered on May 3, Thank you for your continued patroange Warm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc Case#: [redacted]

October 24, [redacted] [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] , This is in response to your rebuttal letter through Revdex.com case# [redacted] Again, we would like to express our sincerest apologies for the inconvenience that your experience may have caused.We have partnered with the store where you claimed the item was purchased from and we have confirmed that there was no infestation at the store levelThe rest of the products in the aisle and adjoining aisles are intact and do not show any signs of being compromisedThey were also unable to find any transaction for this SKU on the date providedPlease note that the item in question is not a Petco owned brand item and Petco does not play any role in the packaging of the itemAlthough there was no evidence to prove that the item was bought from us and we were responsible for the infestation, the claims examiner did attempt to resolve the matter and generously offered $since customer satisfaction is important to usIf you would like to reconsider and accept the offer you can contact the claims examiner.We know it's frustrating on your end and we never intend to bring inconvenience to any of our customersWhile we wish that we could further assist you with this issue, our position still stands since we have rules that we need to enforcePlease accept our sincerest apology in this regardYour feedback is very important and your comments are valued.Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

I appreciate your efforts to placate me, and insofar as my complaint they are satisfactory However, as a lawyer, I have difficulty with companies who do not follow FTC mail order regulations and simply "strive to do better." Many, many mail order companies do not act in this fashion and I haven't heard any reason why Petco should be different, only that you are "working to improve." Compliance with the law is not a goal that one works toward, it is an absolute requirement of doing business I will be very happy with Petco, perhaps, when it can state that it is a law abiding company, not that it is working toward that goal

I recently had a dispute with Petco about them failing to honor their 5x bonus points offerOnce that was completed they updated their site and now the pet food items that I purchase are suspiciously no longer available and will not be for a month or more, conveniently after the rewards dollars I earned have expired.Cash pay out of the rewards dollars and gift card that I will not be allowed to use, so I can take my business to PetSmart

August 19, [redacted] ***RE: Revdex.com ID# [redacted] Dear [redacted] Our office received your Revdex.com case# [redacted] regarding the emails you have been receiving from usPlease accept our sincerest apology for any trouble this may have caused you We have successfully unsubscribed you from the Petco emailsIt may take days, excluding Fridays, Saturdays and Sundays, for the update to take effectShould by any chance you still receive any email after the given timeframe, please let us know and send or attach along a copy of the email so that we can look further into this situation We hope we have addressed your concern at your satisfactionPlease contact us again if you need any further assistance Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

April 26, [redacted] Dear [redacted] ***, This is in response to your rebuttal letter through Revdex.com case# [redacted] Again, we would like to express our sincerest apologies for the inconvenience that your experience may have caused We reached out to the store once againIn our desire to resolve your concern and address your request, we have reached out to the upper managementWe have come to a decision that a $Electronic Gift Card as compensation regarding the inconvenience that this has caused you plus the %discount offered by the Store Leader for you to be able to purchase a new tankWe hope that we were able to address your concern appropriately Thank you for notifying us of your concern Warm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc [redacted]

December 06, [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] ,Our office has received your Revdex.com rebuttal Complaint ID# [redacted] regarding your negative shopping experience at the storeWe regret any frustration this may have caused.We immediately coordinated with our supplies and inventory department which was also coordinated with the store leader [redacted] The inventory of the store has been evaluated and added more counts on the item you always bought at the store when requested to our inventory and supplies departmentThe following product with SKU: [redacted] ***The SKU: ***- ***-CAT 3Z [redacted] was now being sold at the store with extra supply.We hope we addressed your concern.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

January 05, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] We received your Revdex.com complaint with case# [redacted] regarding the status of your refundWe would like to apologize for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situation We have confirmed that a refund amounting to $has been processed for order # [redacted] on December 28th, You should receive a separate email confirming the status of your refundWe hope we have addressed your concern accordingly Please contact us again if you need further assistance Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

I wanted to let you know that there was no refund back in DecemberHowever store manager [redacted] called me and told me he would handle the refund on Monday January 23rd, He refund me $Thanks.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

August 24, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Thank you for contacting Petco regarding your concern with our store at [redacted] ***We know it was frustrating on your end and we never intend to bring inconvenience to any of our customersPlease accept our sincerest apology for any trouble this has caused you To assist you, we brought this to the attention of the upper management of the store to ensure your complaint is addressed***, the Manager on Duty stated that they have contacted you regarding the situation and confirmed that it has been totally resolvedWe appreciate your time bringing this issue to our attention and we hope we have addressed your concern at your satisfaction Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

December 17, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] ***, We are in receipt of your recent inquiry to the Revdex.com and we appreciate the level of feedback that you have providedWe would like to extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situation One of our Supervisors offered his assistance to make things right and sent a $electronic Gift Card to your email addressThe eGC does not expire and can be used on petco.com or at a Petco storeIn addition, there were (8) $Rewards coupons issued on your PALS accountYou will have days to use them on your purchases online or at a storeWe hope we have addressed your concern at your satisfaction Once again, please accept our sincere apologies Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc [redacted]

September 08, [redacted] [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] , This is in response to your Revdex.com case # [redacted] regarding your negative store grooming experienceWe regret any frustration this may have causedAs an immediate action to the issue, we coordinated with the store management regarding your concernThe store agreed with the refund worth $and to cover the claimed amount worth $We added an additional $that will totaled to that will be send to your email address one [redacted] [email protected] to your additional claim of having the next grooming service free of chargeIt will be coordinated to the Store Leader once againStore management is currently doing their best to correct such issues with the grooming manager [redacted] .Again, we apologize for any inconvenienceThank you for your timeWarm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

February 29, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] your concern with our store at [redacted] **We are sorry to hear about your recent experience We have shared your concerns with the senior management of the store to ensure that this is being addressed accordinglyThe General Manager confirmed that you went to the store on the 24th of February and the issue has been resolvedWe hope that we have addressed your concern at your satisfaction We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc[redacted]

March 10, [redacted] RE: Revdex.com ID # [redacted] Dear Bernard Tu, This communication is in response to your Revdex.com case# [redacted] regarding PETC-BED 24XPLY BR (2291391)We understand how frustrating it can be when the product you are looking for and/or count on is out of stock Please know that we do everything possible to ensure that the products we carry are in-stock and ready-to-ship; however, sometimes demand outpaces supply and we fall shortOur website may not also reflect stock update real time and this is somethng we are still working on to improveAlthough we are unable to honor your request at this time since our promotions run while supplies last, we have issued a $EGift Card that you can use to purchase similar product that suit your pet's needsPlease note that this EGift Card has no expiration and can be used online or at any local Petco storesWe hope that this will lessen some of the negativity surrounding your last shopping experience Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Warm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc Case#: [redacted]

October 16, [redacted] [redacted] ***RE: Revdex.com ID# [redacted] Dear Patricia Calloway, Our office has received your Revdex.com case# [redacted] regarding your recent store visitWe would like to extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to assess the situationsWe have forwarded your concern to the appropriate upper management in charge of our stores to ensure your complaint is addressedThe investigation is ongoing and they are currently reviewing your casePlease know that we take these issues seriously every time they are brought to our attentionThank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

August 16, [redacted] *** [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] ***, This communication is in response to your Revdex.com case# [redacted] regarding your experience in dealing with our store about our price match policyLet us apologize for the undue stress this might have caused you and your petI have forwarded your concern to the appropriate upper management in charge of our store to ensure your complaint is addressed***, the Store Leader felt very sorry to hear your experience and would like to assure you that what happened in your case is not typical of Petco's level of customer serviceHe also confirmed that he has been trying to contact you via phone but was not able to reach you Should you wish to discuss this issue further with the Store Leader, you may contact him at [redacted] Please be assured that we intend to use every available means to get this matter resolvedWarm regards,Corporate Office Customer Relations Petco Animal Supplies, IncCase#: [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The business clearly mention on their respond they stand on the day of the workers who I have demonstrate to both store manager and district manager that been doing a poorly service, for this reason I can accept this respond till they workers have work improperly As an example, I arrive to the store require for an appointment and ask the earlier time I can come and the store manager in a respective way respond to me "you have to give me a time" I don't know they schedule I don't know they times, so I asked again can you tell me what's the earlier time I can come in? She responded to me I will no move from here till "you" decide what time to come, when I give her a time she told me well it's not available what about 12? So for what reason make me take a time it's no available Then offer me services that are not available on the store, so when I came to the store with my pet a store manager by name Cris come to talk to me just to confirm the lady was wrong none of the services where available at that time I feel disrespect and provide a disrespectful services so I don't agree with their respond Regards, [redacted]

July 06, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] ***, Our office received your Revdex.com complaint regarding the dog treats that you recently purchased at our [redacted] storeWe are committed to providing you with the highest quality product and regret any inconvenience this has causedWe are sorry to hear that the item you purchased from us didn't meet your quality expectations We forwarded a copy of your concern to the upper management of the store so they can address accordinglyWe received an update from [redacted] that you have been contacted and informed that a refund will be processed for the treatsFurthermore, they will let you pick a bag of treats or toy of your choice for the inconvenience this causedAs for the products sold at the store, the treat bar has been checked and any signs of infestation were disposed of [redacted] will review with the management on the policy on dealing with infestation Please know that both our vendors and our warehouses have strong QA systems that have been reviewed both from third party auditors as well as the Petco QAThe safety of our customer's pets is paramount, and we thank you so much for bringing this issue to our attention Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]