MONY Financial Services

June 04, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
We are in receipt of your recent Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted]. We are saddened to hear of the loss of your beloved...

dog, [redacted]. We know that he has been a good companion to you and that he will be missed greatly.
At Petco, animals are our top priority and we would never, under any circumstances, intentionally risk their lives and health. Our Customer Relations team received the same email on May 27th and took a quick action in forwarding your concern to the appropriate department for handling. We have confirmed that case has been turned over to [redacted] our third party claim department to ensure your complaint is being addressed. We know that we can really never make up for your loss; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

February 23, 2017
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted],
Our office has received your Revdex.com case #[redacted] regarding your experience with our Statesboro-GA and Las...

Vegas - Southwest stores. Please accept this as a formal letter of apology for the inconvenience 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 Store Leader of Las Vegas SW confirmed that he was able to speak with you regarding this matter and added that they will be waiting for you to come back and assist you with your refund request.
Please be assured that we intend to use every available means to get this matter resolved. Thank you again for contacting Petco.
Warm regards,
Corporate Office Customer Relations
Petco 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My wife is a stay at home mom, she has not received any phone calls, nor has there been any messages left on our phone. This has now been about three weeks and still no refund has been issued. Your products have been returned in the condition they were purchased in ( in fact they were returned a couple hours later), with a reciept and yet my refund has still not been processed. What I did notice was the amount of the refund was for more than the actual purchase, due to your employees inadequate training. This may be why a refund is stuck in limbo. Please refund my money asap. It should not be my responsibility to continue to wait for your company to figure out where you made a mistake, and refund me my money now and figure out what happened. 
Regards,
[redacted]

November 27, 2017
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted],This communication is in response to your Revdex.com rebuttal case #[redacted].Our pricing department reviewed the concern. Petco is in compliance with Maryland law. They checked on their data base and it does not state that Maryland is required to display unit price labels. We even coordinated to our Compliance and Regulatory Department, they stated that “The code referenced (14-101) provides options for acceptable unit pricing and this is not specifically required by the state of Maryland. Additionally, (14-104) states that “the seller shall disclose the total price or unit price, as the case may be, for each item.”We hope we addressed your concern.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

November 03, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted] Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience this has caused.
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 short. Our website may not also reflect stock update real time and this is somethng we are still working on to improve. 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]

Why is the matter closed? I replied to the question and said I do not accept the offer. This company treats customers horribly. The manager told me to come in for her to fix the haircut then went ok vacation two days later, which was the day she told me to come in.

June 28, 2017
[redacted]
[redacted] 
[redacted]
[redacted]RE: Revdex.com ID #:[redacted]Dear [redacted],This is in response to your Revdex.com complaint ID#:[redacted], regarding your negative experience about purchasing an aquatic fishes...

at the store.  We have carefully reviewed your concern and we completely understand your frustration about the death of your aquatic animals.In our desire to resolve the concern, we brought this to the attention of the upper management of the store to ensure your complaint is addressed.  [redacted], the Store Leader explained to us that this was not the first time you reported similar scenarios. The first and second instances have been granted wherein you were given a full refund. You were also informed beforehand that they will not be able to honor future refund request should similar issue reoccur.  Furthermore, you were also given instructions to have the newly bought fish be quarantined first before including it on the original population of your tank. They also educated you regarding the store return policy when purchasing salt water fishes. Finally, the store leader confirmed that fishes at the store were healthy and they are certain about it, hence, we regret to inform you that your request for a refund has been denied. We know it’s frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and your efforts in reaching to us to report such incident. Your feedback is always part of our continuous process to improve our service.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

October 08, 2017[redacted]
RE: Revdex.com ID [redacted]Dear [redacted] [redacted],This is in response to your Revdex.com case #[redacted] regarding your negative online shopping experience. We regret any frustration...

this may have caused.We immediately coordinated to the department who handled your inquiries. This return process should not cause you any inconvenience. The department stated that at the time you contacted them the representative who previously responded on your initial contact was already out of office and that is the reason why they responded the next day. Rest assured will keep an eye on this issue. A refund for the item you bought online has been processed. For easy inquiries about returning a product you can always reach out to our customer relations hot line 888-824-7257.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: 8[redacted]

August 16, 2017[redacted] 
[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 policy. Let us apologize for the undue stress this might have caused you and your pet. I have forwarded your concern to the appropriate upper management in charge of our store to ensure your complaint is addressed. [redacted], 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 service. He 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 resolved. Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

March 15, 2018
[redacted] 
[redacted]
[redacted]
Dear [redacted] Our office has received your Revdex.com Complaint ID# [redacted] regarding your return experience at one of our local stores. We regret any frustration this...

may have caused you. We have thoroughly reviewed your case and below are our findings:      The item you purchased and wanted to return is an exclusion to our Store Return Policy, it being a pet medication.You no longer have the receipt for the said purchase, which is a requirement in doing a return for either a refund or exchange.As an appeasement for your inconvenience, $30 worth of Pals rewards coupons was processed on your account ([redacted]) when you called our Customer Relations department last February 18, 2018.Although we are unable to honor your return request at this time, we have sent a $28.00 Electronic Gift Card to your email address in addition to the Pals coupons that we already issued (mentioned above). We know it's frustrating on your end and we never intend to bring inconvenience to any of our customers. While we wish that we could further assist you with this issue, our position still stands since we have policies that we need to enforce. Please accept our sincerest apology in this regard. Your feedback is very important and your comments are valued. Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

September 21, 2016[redacted] [redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
Our office has received a letter from Revdex.com regarding the complaint ID [redacted]. We apologize for the inconvenience you have experienced with your petco.com order....


We have sent you an email confirming the refund in the amount of $44.50. The refund should post to your credit card in anytime within 5 to 7 business days, depending on the financial institution. We will no longer pick up the Petco Newport 20 Gallon Wooden Tank Stand. You can keep the tank stand, dispose or donate it to your local shelter. In addition, we have taken the necessary action in updating the information on the website. We appreciate your time bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
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]

May 22, 2017[redacted] 
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted], This is in response to your rebuttal letter through Revdex.com case# [redacted] the complaint you filed against the store's experience.We sought assistance again to [redacted] the District Leader regarding your concern and we are told that he personally reached out to you and explained the time frame of the gift card.We hope that everything is clear. Thank you for your continued patronage.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

March 05, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case #[redacted]. We sincerely apologize that we do not have a Supervisor available when you requested to speak with one at the time of your call. Hence, we have requested one of our Supervisors to reach out to you on February 08, 2016 but she was only able to leave a message.
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 short. Although our promotions run while supplies last, we have issued an Electronic Gift Card that you can use to purchase similar product that suit your pet's needs. We 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. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.[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]
First I have never talked to a [redacted], I'm not sure who she is. If she would like to speak to me my number is 618-731-8160 I'll be glad to talk her anytime. Second I have never received a refund for any dead fish I just keep getting the response their salt water fish we can't do anything about it. I can prove you this to be true by providing bank statements, if they are claiming I got a refund I would like to see proof that I am the one they refunded money to because I have never signed a receipt for a money refund. Third have ran a hospital tank for as long and we have had a large tank. Every fish we bring home gets out into that system, the fish are dying either in the bag from petco or inside the hospital tank and we run copper inside the hospital tank. I'm not sure where [redacted] is getting her information from but she has never spoke to me about any of this information. Again I would love to speak to her.

April 13, 2017
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
Dear [redacted],
This communication is in response to your Revdex.com case# [redacted] regarding the complaint you filed against the item you...

bought at a Petco store.
In our desire to resolve your concern and address your request, we have reached out and forwarded your request to Store Leader (SL) [redacted] of Store [redacted]. He contacted you today and provided two options: (1) refund for the item, or (2) discount to purchase a new tank. We were advised that you chose the first option. We 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]

April 14, 2018[redacted] 
[redacted]
[redacted]RE: Revdex.com Complaint ID # [redacted]Dear [redacted], This communication is in response to your Revdex.com case# [redacted]. We are committed to providing every customer with the highest quality product and regret...

any inconvenience this has caused. We strive to have our products produced in an environment that meets the highest standards of quality, safety and social compliance, and we test our products to ensure they are safe for pets and pet parents alike.In our desire to address your concern, we have referred your case to our dedicated claims team at Sedgwick Claim Management Services. We have every confidence that they will act promptly to further investigate this matter then follow up with you in the coming days to take additional actions required on your claim. In addition, your product feedback has been forwarded to our Quality Assurance Team for more research. Please know that we take this matter seriously and we thank you for bringing this issue to our attention.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

August 14, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]. We are sorry to hear about your loss. Indeed, this is a tough time for you and your Mother.
Please accept this as a formal letter of apology for the additional stress this has caused you. We are committed to providing every customer with the highest quality product and reasonable price in the industry. In our desire to resolve your concern, we have requested one of our Corporate Managers to call you and discuss this matter. We are confident that she will be able to come up with an agreeable resolution.
Please be assured that we intend to use every available means to get this matter resolved. Thank you again for contacting Petco.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

March 06, 2018[redacted]
[redacted]
[redacted]
[redacted]RE: Revdex.com ID # 12713422Dear [redacted],Our office has received your Revdex.com Complaint ID#[redacted] regarding your negative shopping experience at one of our stores. We are sorry for any...

inconvenience this may have caused.We reviewed previous contacts related to the issue, and we found out that we issued you a $25.00 worth of Electronic Gift Card regarding the price difference you asked from the store.We know it's frustrating on your end, and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business. Please accept our sincerest apology in this regard and this $20.00 PALS rewards coupon for the troubles that this may have caused. You can use this PALS coupons on your store or online purchase.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]