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]

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.
After filing a prior complaint (reference Revdex.com complaint #[redacted]) and numerous contacts with their customer service relations teams regarding attempts to stop e-mails from continuing to be sent to my e-mail address, I have received yet another advertising e-mail from them, dated 6/16/2016. I was sent an e-mail from them on 4/4/2016 assuring me they had removed my e-mail from their marketing lists. This is after similar complaints in 2015 and similar attempts to resolve and remove my e-mail address from their e-mail marketing lists. All of my pets died in 2015 and these e-mails serve as constant reminders of their deaths. I need these to cease and desist immediately and permanently.
Desired Outcome:   Immediate and permanent cessation of all email contact from this business.

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 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]

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]

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]

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]

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 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]

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]

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The person who wrote the response from PETCO, WAS NOT at the store the day this happened and has not contacted the store in question. I have spoke with employees from that store, and they had advised me, it is a complete waste of time to make any complaint about that store, because they wrote letters in complaining about favoritism, and nothing ever gets done there. There is cameras in that store why don't they watch the video on that day. This is a horrible company and I will never buy anything from them again. I am a child of God and if this company wants to be blind to the kind of people there that is fine, But I have my God fighting for me and I guarantee you he will win. They should be ashamed of themselves giving that kind of answer, for a customer complaint! I only spoke the truth. Who is going to have a receipt for a Christmas present. I guarantee they don't have every receipt from everything they bought in there life time. I am going to be contacting the CEO of this company myself and letting him know of this horrible response. Again I say shame on you people, and the rules of returns were not explained to me that day, he was rude, mean and just said no! IF THEY WOULD WATCH THE VIDEO THEY WOULD SEE THE TRUTH, AND IF THEY WANT TO HIRE PEOPLE ON DRUGS, GOOD THEY WONT BE IN BUSINESS LONG. Have a great day and God bless!
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.
[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]

June 04, 2016
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
This communication is in response to your rebuttal with Revdex.com case #[redacted]. We understand your ongoing disappointment with this experience.
Our Sales Audit confirmed that per our banking records we are showing that a refund was processed fully on May 12, 2016. Here is the reference # [redacted] for the money transfer. You may also check the attached image. This reference number can be provided to your bank/card company so they can confirm where the funds were deposited if not to your account.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
Please contact us again if you need further assistance.
Sincerely,
[redacted]
[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]

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]

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]

I was contacted by Daryl at Petco [redacted] on
Saturday, July 4th. He said that he cannot offer me a credit of any
kind at a Petco by our house, but if my sister wants to return to the
[redacted] Petco, he will give her $30 worth of merchandise for the dog of her
choice to compensate for the bad treat and the gas money to come back to
his store.He said that the response I received as not
correct and that if a bad cookie is found they are supposed to throw ALL
of them away, and that the morning cashier's are supposed to look at
the cookies each morning. However, I did find it very
disturbing that he admitted they have a constant problem with worms in
the frosted treatery , jumbo specialty cookies. Those cookies need to be
refridgerated, as they do at other pet stores where I live (e.g.
Dexter's Deli in Del Mar) instead of leaving them in a partially opened
case at room temperature. So, it is ok that I forgot to add the photos
to the original submission for proof since he admitted it is a KNOWN PROBLEM.But
I would like for my review to remain on the Revdex.com website because
even though it is a known problem, they are not going to change their
process to prevent the worm infestations to begin with. And I will just
make sure that my nephew buys treats and toys for my dog that are NOT from the treatery bar.I accept the resolution as Daryl and I discussed 7/4/14. I gave [redacted] my sister's name ([redacted]) and she confirmed with me that when she returns from LA she and my nephew will go to the [redacted] store to select something for my dog.thanks,[redacted]