MONY Financial Services

March 07, 2018[redacted] 15202 N 40th St Apt 275Phoenix, AZ 85032-4659RE: 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 again coordinated with the District Leader and we were advised that he was able to speak with you and had a lengthy conversation. He guaranteed that all employees involved, as well as the entire incident will be investigated. He will also be sending you a $200 Petco Electronic Gift Card that you can use toward your next purchase. We hope that you find these actions satisfactory. Please be assured that we intend to use every available means to get this matter resolved. Thank you again for contacting Petco.Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

December 06, 2017[redacted] **
[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 store. We 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 department. The following product with SKU: [redacted]. The SKU: [redacted]-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]

August 24, 2016[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 customers. Please 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. [redacted], the Manager on Duty stated that they have contacted you regarding the situation and confirmed that it has been totally resolved. We 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]

February 01, 2018[redacted]
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted], Thank you for contacting Petco regarding your concern with our store at 6140 University Drive. Please accept our sincerest apology for any trouble this...

has caused you.To assist you, we have forwarded your concern to our Sales Audit Department to ensure your feedback is addressed. We were informed that a refund of $259.41 was indeed processed on 12/24/17. We hope that this is sufficient enough to address your concern. 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.  Thank you for your time. Warm 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.
 This company allowed a peer to [redacted] to try and resolve this issue.  [redacted] is a fellow CRM - a peer and she cannot take action on [redacted] refused to escalate the matter.  [redacted] is back at work and still refused to resolve this matter.  This company customer service agents and customer relation manager has lied one too many times.  Initially I only asked that [redacted] resolve this issue and compensation of Bil Jacs training treat and Dog Pad. Now, with all the lies and refusal to response by [redacted], I am asking $500.00 in compensation especially since I am still waiting for one more item (on a different order) while payment was taken out of my account.  
Regards,
[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.

November 27, 2017
[redacted]RE: Revdex.com ID # [redacted]Dear [redacted],Our office has received your Revdex.com Complaint ID#[redacted] regarding your negative shopping experience at the store. We regret any...

frustration this may have caused.We immediately coordinated with the management of the store regarding the complaint you submitted. Store leader [redacted] tried to call you at the contact number provided which is 305-978-[redacted] however, you were not available. He even left a voice mail for you to call them back and resolve the issue, but they never received a call back from you. As courtesy to you as a valued customer our management processed PALS rewards worth $15.00 on your account which you can redeem any time.We hope we addressed your concern.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

February 18, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]
We apologize for whatever inconvenience this may cause you. The District Manager affirmed that you were contacted but was unable to arrive to an agreement based on differences. This case has also been forwarded to our Management group and our position still stands.
Thank you for your understanding.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

November 02, 2016[redacted] [redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our store at [redacted] We are...

sorry to hear about your recent experience.
Your comments were shared with the upper management of the store right after we received your complaint. The Store Leader confirmed that he spoke with you several times and requested for the vet report and bill for further review. We also sent you an email asking for the documents but has not received any response. Please feel free to reply to the email and submit the needed documents so we can address accordingly.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their 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.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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, yes I accept
[redacted]

December 28, 2017[redacted] 
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted]-[redacted], Thank you for contacting Petco regarding your concern with our store at 460 River Oaks W. We are sorry to hear about your recent...

experience.We have forwarded your concern to the appropriate upper management in charge of our stores to ensure your complaint is addressed. The investigation is ongoing and they are currently reviewing your case. We have every confidence that they will act promptly to investigate the matter then follow up with you to discuss. Please know that we take these issues seriously every time they are brought to our attention. Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

March 10, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office received your Revdex.com case # [redacted] regarding your concern with your rewards coupons. First of all, we want to take...

this opportunity to thank you for being our customer for years. We want you to enjoy the full benefits of being a Pals member and regret any undue stress this has caused.
To make amends, we reissued twelve $5 Rewards coupons on your account which are valid for 45 days upon issuance. Pals Rewards program counts all the purchases you make. A $5 Pals Rewards coupon will be issued for every $100 accumulated purchase online or locally. You can track your Pals Reward status and claim Reward Dollars by logging into your online account. In addition, an electronic gift card worth $100 was sent to your email address which you can use in-store or online. We hope that this resolution will be sufficient to correct the error and address any inconvenience this may have caused you.
Thank you for your continued patronage. If you may need any assistance, please do not hesitate to contact us.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

July 26, 2016[redacted]
RE: Revdex.com ID #[redacted]
 
Dear [redacted]
We received your Revdex.com complaint regarding the recent price change with the Blue Buffalo Basics Healthy Weight Turkey & Potato Adult Dry Dog Food,...

24 lbs in your Repeat Delivery subscription. We know this is frustrating on your part.
We have thoroughly reviewed the issue and it appears there are now new "minimum advertised pricing" which was implemented by Blue Buffalo. Our website was updated on 7/9/16 to reflect the new price. Although other online competitors are still showing a lower price, the intent is all retailers/etailers will be implementing the new minimum pricing based on their new policy. Please be advised that we do everything possible to ensure that the RD subscribers get our lowest online everyday prices on food and great limited-time offers on supplies.
While we are unable to honor your request at this time since this move was made by the manufacturer, we will be processing a full refund for your most recent order. Please accept our sincere apology for this situation and we hope that you will continue to shop with us for all of your pet needs.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

September 09, 2016[redacted]
RE: Revdex.com ID#[redacted]Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your request for the Rewards coupons that should have been added to your...

account. Please accept our sincerest apologies for the inconvenience this has caused.
We definitely understand your situation and appreciate hearing from you. We have reviewed all the contacts to Petco that you have made, and found that there have been compensation made and  your PALS coupons have been reissued multiple times. While we wish that we could further assist you with your request, we found that the representative ensured that you were provided the necessary assistance, and was able to address your concern each time.
We value your business and we would like to retain you as our valued customer. Again, please accept our apologies. Thank you for your understanding in this matter.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

November 06, 2017[redacted]
[redacted] 
[redacted]
[redacted]
RE: Revdex.com ID # [redacted] Dear [redacted],Our office has received your Revdex.com rebuttal Complaint ID#[redacted] regarding your negative grooming experience at the store. We regret any frustration this may have caused.After reviewing the complaint, we right away emailed the store. Store Leader [redacted] told us that she was not able to handle the issue on her end, and she needed the help of her District Leader [redacted]. District Leader [redacted] responded on the email we sent her, and we were told that she contacted you and was asking you to go back to the store to have another grooming service. We are sorry for the inconvenience that this has caused. We hope we addressed your concern.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.

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.
I got emails from them again today. They say that they fixed it but this is not true. I can send the emails if they are necessary. I have it saved. 
Regards,
[redacted]

At this point I'm rejecting the response, because an acceptance would immediately close my complaint, which I'm not willing to do at this point in time. The file has been turned over to [redacted] and I have heard from them.  They in turn have forwarded it to the manufacturer, who will supposedly turn it over to their claims dept - basically, so far it's a run around. I have also heard from [redacted], who is the attorney for the class action suit against [redacted] about their processed ham bone. They informed me that they'd be interested in pursuing a case against them, in case I do not get a satisfactory response/action on this matter. At this point I'm not considering a lawsuit, but will leave that open. Sincerely[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.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]

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.
To whom it may concern,
     I want my complaint reopened towards Petco and their false advertising scam dealing with the pricing on their repeat delivery program.  My mother and I are dealing with things to do with the death of my father, like attending the memorial service and funeral.  I did not have a chance to respond to the made up reason that Petco gave for commiting highway robbery by refusing to charge Mom the original price as claimed and instead refusing to charge anything else but fifty dollars for dog food. 
The text defining the terms of their repeat delivery program states that the price of the item would remain the same as it was at the time a customer signs up for it with their intial purchase.  I'm not going to tell my Mom that she can't keep her dog because she can't afford to buy dog food for fifty dollars a month after she has lost her husband of 50 years already.  I am temporarily handicapped and my Mom is older to where we do not drive and need dog food delivered to the house.Sincerely,[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 consider this complaint resolved.
From the very beginning, the Petco customer relations staff have been courteous, professional, and attentive to my issue; I give them five stars and look forward to continue enjoying the quality products and service that Petco offers.
Thanks you Revdex.com and also to Petco,
[redacted]