MONY Financial Services

July 12, 2016[redacted] [redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal for Revdex.com case# [redacted]. We understand how upsetting the situation has been and we sincerely apologize for the inconvenience this has caused.
Please know that we we appreciate when a customer takes the time to provide us with feedback regarding their experience. Your comments have been shared with the appropriate personnel and departments and we assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers. Your comments are sincerely appreciated so that we can continue to improve.
We thank you for taking the time to share your thoughts. 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]

September 24, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] Thank you for taking time to share your thoughts about us...

selling Red-Eared Slider (RES) turtles. It is obvious that you have a true passion for animals, and we share your passion as well. Please know that Petco is committed to the health and well-being of animals.
We value your feedback and rest assured that they are highly appreciated, and will be communicated to the proper department for any future reviews or revisions of our policies. However, we don't have any plans to change our policies at this point.
We consider you a valued customer and hope that you understand our position in this matter.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco 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]

November 22, 2017[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted],Our office has received your Revdex.com rebuttal Complaint with ID#[redacted] regarding your negative experience at the store of having a hard time getting the medical records of your pet. We regret any frustration this may have caused.We reviewed the email you responded through Revdex.com. Our team then right away coordinated with [redacted] the Vetco manager. She reviewed all your contacts to Vetco and other sources. She apologized for all the troubles that this has caused. [redacted] responded on our email that at the time you contacted us through social media the records has been released. [redacted] coordinated with the call center to trace where the delay came from. Unfortunately, no records has been found through the call center. She added that she take your concerns very serious and attempted to resolve them timely.Warm Regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

November 05, 2017[redacted]
[redacted]
Dear [redacted],RE: Revdex.com ID # [redacted]Dear [redacted],This is in response to your rebuttal with Revdex.com case #[redacted] regarding your grooming service experience at one of our stores. We regret any frustration this may have caused.Our office received your recent complaint. We then right away sent another email to the Store Leader of the store [redacted] which is [redacted]. She happily responded and stated that she contacted you regarding the concerns and resolved it. Hope we address your issue accordingly.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.[redacted]

July 26, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
This communication is in response to your Revdex.com complaint regarding the experience that you had with your recent Petco.com order. Please accept our sincerest...

apology for any inconvenience this may have caused you.
In our desire to resolve your concern and address your request, we have reviewed your order and it turned out that this was one of those orders that were cancelled due to promotion issues. We make every effort to ensure the accuracy of the information on our website. If an error is discovered it is immediately corrected. Petco reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, after it has been confirmed, or after your credit card has been charged. Since, your order was cancelled, your credit card will not be charged for this order.
Although we are unable to honor your request at this time, we have issued a $10.00 EGift Card that you will receive in a separate email. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores. 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.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]

February 29, 2016[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 accordingly. The General Manager confirmed that you went to the store on the 24th of February and the issue has been resolved. We 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 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.[redacted]

Revdex.com:I went to the store today 6/2/17 to resolve the issue at approximately 10AM. "[redacted]" was not available. However, I talked to another manager "[redacted]." I presented [redacted] with a copy of the Revdex.com letter, PETCO corporate response, a copy of my original receipt and a screen shot of the product on the Petco website. She told me that she could not handle it because it was an "official matter" and would "provide me with [redacted]'s schedule." I expressed my discontent with this answer and told her it was an inconvenience to return to the store again. Why should I have to return to the store a SECOND time based on a manager's schedule? Shouldn't a MANAGER be able to call the corporate office, verify the claim and confirm the correct course of action? Furthermore, my personal life does not revolve around the schedule of a manager at the store. I have attached the same documentation that I provided at the store a short while ago. Please send me a check for the difference to the address on my Revdex.com complaint. I am not making another trip back to the store. Please coach your managers on how to better handle these issues. 
Regards,
[redacted]

March 10, 2017
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID #[redacted]
Dear Bernard Tu,
This communication is in response to your Revdex.com case# [redacted] regarding PETC-BED 24X18 PLY 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 short. Our website may not also reflect stock update real time and this is somethng we are still working on to improve. Although we are unable to honor your request at this time since our promotions run while supplies last, we have issued a $10.00 EGift Card that you can use to purchase similar product that suit your pet's needs. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores. 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.
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 I no longer care about the matter. I will no longer be spending any money at any Petco store because of the way I was treated.  
Regards,
[redacted]

October 18, 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 with our store at 6596 Youree Dr. We...

are sorry to hear about your recent experience.I have forwarded your concern to the appropriate upper management in charge of our store to ensure your complaint is addressed. Rick, the District Leader felt very sorry to hear your frustration and would like to assure you that what happened in your case is not typical of Petco's level of customer service. It was also confirmed that he was able to speak with you and resolved this matter. We hope we have addressed your concern at your satisfactionAgain, we apologize for any inconvenience. Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc  Case#: [redacted]

November 19, 2017[redacted]
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted],Our office has received your Revdex.com Complaint with ID#[redacted] regarding your negative experience at the store of having a hard...

time getting the medical records of your pet. We regret any frustration this may have caused.After reviewing the complaint, we coordinated with our Vetco Team. [redacted] contacted you regarding the issue. Asked about the contact numbers and the pet's name. [redacted] provided his phone number and complete details of the pet and the incident of having a hard time getting the medical records of your pet [redacted]. Then, finally the Vetco team provided your medical records for your pet which resolved the issue.We hope we addressed your concern.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [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.
[I spoke with Petco claims resolution representative [redacted]. She was the most rude and unhelpful person I have ever spoken to. I informed Ms. [redacted]  that I contacted the manufacturer (Nestlé) directly and they explained to me that this issue would accrue at the store location due to the extreme temperatures the manufacturing storage room is kept and that they said to contact the store location directly to get this resolved. Ms. [redacted] told me that the Nestlé representative was not telling me the truth. Petco is not concerned with helping its customers and is more concerned with being right. Bottom line is that I purchased a bag of Purina Pro Dry Dog Food from Petco. After some time, I opened the bag of dog food and there were hundreds of moth eggs and worms infected in the bag.  This was absolutely the worst and most disgusting thing I have ever experienced and Petco only wants to play the blame game.]
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]

January 05, 2016[redacted] [redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding the status of your refund. We 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 $23.98 has been processed for order #[redacted] on December 28th, 2015. You should receive a separate email confirming the status of your refund. We 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]

September 21, 2016[redacted] [redacted]
RE: Revdex.com ID#[redacted]
 
Dear [redacted]
Our office has received your letter regarding the experience that you had at our store in [redacted]. Words cannot express how truly sorry...

we are for the anxiety, frustration and inconvenience this has caused and we hope that you are in good health upon receiving this correspondence.
In our desire to resolve your concern and address your request, we have turned over your case to [redacted], our third party claim department to ensure your complaint is being addressed accordingly. We know that we can really never make up for your inconvenience; 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 CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]

May 30, 2017
[redacted] 
[redacted]
[redacted]RE: Revdex.com ID # [redacted] Dear [redacted] This is in response with your Revdex.com case# [redacted] which is in regards with the price match of the item you purchased at the store and...

saw it cheaper online.In our desire to resolve your concern we have coordinated with the store Store Leader [redacted]. She informed us that she is willing to process the difference back to your account. All you need to do is present the picture or screenshot of the price of the item you saw online and also bring with you the receipt of the purchase you made at the store. We hope that we addressed your concern accordingly. Thank you for your continued patronage.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

June 14, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with our stores in [redacted]...

[redacted]A. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
A copy of this complaint was forwarded to the senior management of both stores to ensure that this is being addressed accordingly. [redacted] confirmed that he was able to reach out to you and discussed your concerns. He apologized for the bad experience you received from both stores. He talked to you about your concern with the sail fin tang and salt water level. [redacted] explained that the store was in the process of adding salt water to the sump and that the salinity of the tanks were checked prior to them adding new salt water to tanks.
In addition, he explained that our store partners were following company policy by not being able to match online prices for live animals. However, our store honored the online price for the fish as a goodwill gesture. [redacted] confirmed that you went to store [redacted] and purchased a sail fin from the store and is extremely happy. We hope that the given resolution has addressed your concern.
Let me assure you that what happened in your case is not typical of Petco's level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry. We appreciate your time bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

June 01, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your feedback on the live fish at our Petco stores. We sincerely appreciate you taking the time to share your thoughts.
The...

Bettas are displayed in cups designed specifically for these fish. They enjoy small spaces and must live in relative isolation due to aggressive nature towards other fish, especially other male Bettas. The cups are covered to avoid spillage and pollutants from entering the water- however all have ventilation ports in the lids. Air and food can pass thru. Our containers are actually larger than what most pet stores use and were specifically designed to provide the Betta with a safe, clean temporary home. They should not be kept in a large tank with other fish and water is changed several times a week with prepped water and they are fed betta food daily.
When purchased we do inform customers a larger tank- although not much larger, is needed for long term care. These are temporary homes and the Bettas sell usually within a week at the store. That said, people do keep Bettas in very small containers - often with a single small plant for decor. They take air off the surface so they do not need an air pump. These fish will also typically sit motionless either near the surface or on the bottom when not active.
The stores have procedures that guide the employees on how to care for, feed and maintain the fish, as well as educate potential owners of these facts if they don't already know. Our training and care sheets are established by an Animal Care advisory panel that includes specialists on certain animals and fish, veterinarians, and our own chief Veterinarian. These policies and procedures are intended to establish a routine in every store that helps insure consistent care across many stores and regions.
We appreciate the concern and will continue working hard to help ensure the proper care and treatment of animals in every aspect of our business. Thank you for bringing this issue to our attention.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]