MONY Financial Services

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]

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 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.The...

company has resolved this for me. The complaint can be cancelled.
Regards,
[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]

October 07, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your Repeat Delivery Subscription and the service you received from one of our Supervisors. Please accept our apologies...

for the difficulties and inconvenience you have experienced.
We have reviewed our records and found out that the Natural Balance Limited Ingredient Diets Buffalo & Sweet Potato Canned Dog Food, Case of 12 did not process; hence, it wasn't included in your recent repeat delivery order #[redacted] and you were not billed for it. We are sharing your concern to the IT Department so they can check the issue.
To make amend, we have issued $61.90 refund to your recent order for the [redacted]). Please note that the $15.00 credit that was promised by the Supervisor you spoke with was loaded to your card and you may use it anytime. 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. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

May 18, 2017
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Thank you for contacting Petco regarding your concern with our store at 2319 FOREST DR. We are sorry to hear about your recent experience.
We sought...

District Leader [redacted] assistance on your concern and was informed that a gift card was sent to you. He also spoke with the store leader regarding the issue and the latter apologized about what happened.
We hope that we were able to address your concern appropriately. Thank you for your continued patronage.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]

January 06, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your recent petco.com order. We would like to apologize for the inconvenience and disappointment that you experienced in dealing...

with our product and service.
We reviewed the case and confirmed that a refund was already processed after you have contacted our Customer Service on January 3rd. A refund in the amount of $212.54 has been credited back to the original mode of payment and a claim has been filed for the damaged order. We understand how upsetting the experience had been. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers.
Thank you for bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]

June 23, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We are in receipt of your Revdex.com complaint regarding the Petco product you recently purchased at our store in [redacted] We would like to extend our...

sincerest apologies for the pain and trouble you and your puppy had to go through. The appropriate departments have been made aware of the situation and have taken the necessary steps to remedy the issue.
The store's Manager on Duty tried contacting you twice for further discussion of this matter. [redacted] confirmed that they were able to speak with you on the 22nd of June and was happy with how the store handled the situation. On the other hand, we understand that you are very upset with the packaging of the product. Our Private Brand Development Team is currently working on updating the artwork for the product. It is being reviewed by all areas of the team and will be out on stores in the near future.
Please know that we are working closely with our vendors to identify opportunities for ongoing improvement in the manufacturing processes and standards of excellence. Thank you for bringing this to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

July 21, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]
This communication is in response to your Revdex.com complaint regarding the betta fish that you purchased at our store in Selden, NY. Please accept our sincerest...

apology for any trouble this may have caused you. Be assured that we intend to use every available means to get this matter resolved.
Your concern was forwarded to the senior management of the store to make sure that this is being addressed accordingly. [redacted], the District Manager confirmed that our store partner has reached out and is offering a refund for the betta fish. The store will be waiting for you to come back and assist you with your refund request. In addition, we will further evaluate how we can prevent this problem from occurring again.
We hope we have addressed your concern at your satisfaction. Please contact us again if you need further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]

September 08, 2017[redacted] 
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted], This is in response to your Revdex.com case #[redacted] regarding your negative store grooming experience. We regret...

any frustration this may have caused. As an immediate action to the issue, we coordinated with the store management regarding your concern. The store agreed with the refund worth $52.50 and to cover the claimed amount worth $70.00. We added an additional $25.00 that will totaled to 77.50 that will be send to your email address one[redacted][email protected] to your additional claim of having the next grooming service free of charge. It will be coordinated to the Store Leader once again. Store management is currently doing their best to correct such issues with the grooming manager [redacted].Again, we apologize for any inconvenience. Thank you for your time. Warm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

I wanted to let you know that there was no refund back in December. However store manager [redacted] called me and told me he would handle the refund on Monday January 23rd, 2017. He refund me $150.00. 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]

December 30, 2015[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding the multiple charges in your account. 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.
One of our Escalation Experts reached out and spoke to you regarding this matter. To rectify the issue, the Escalation Expert requested for a Corporate Check to be issued as a refund for the duplicate charges. Please wait for the check in the mail once it is processed. We hope we have addressed your concern at your satisfaction.
Please contact us again if you need further assistance.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

January 09, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your recent petco.com order. We would like to apologize for the inconvenience and disappointment that...

you experienced in dealing with our product and service.
We have processed a refund in the amount of $140.10 back to the original mode of payment and a claim has been filed for the damaged order. We completely understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concern. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers.
Thank you for bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

June 21, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint concerning your experience with our grooming salon in [redacted]. We apologize that your pet has received a...

service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that this experience has caused.
Your concern was brought to the attention of the District Manager of the store. [redacted] confirmed on June 12th that he contacted you and addressed your concerns. He explained why the hair would be removed from the dog's ears and why this was needed on this specific breed. Furthermore, [redacted] has discussed with the Salon team the best practices with regards to the grooming service. The store agreed to pay for the vet bills and they confirmed that you will be using the same salon and groomer on your next visit. We hope that the given resolution has addressed your concern.
Your patronage is important to us and again, our sincerest apologies.
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.Although I appreciate the $30 gift card, I don't feel the issues mentioned in the complaint were addressed in the response.
Rain-checks would be a good solution that eliminates the customer thinking your sales are just bait and switch. Also not addressed was the issue that supervisors are not available at the convenience of the customer. Regards,[redacted]

September 11, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received a letter from Revdex.com regarding the complaint ID [redacted] you have filed concerning your recent petco.com order. We completely...

understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concern.
In our desire to resolve your concern and address your request, we have partnered with our Corporate Supervisor and she confirmed that she has been trying to contact you via phone to personally apologize but was not able to reach you. We have processed a replacement for the missing items. The new order # is [redacted] and this will ship via next day air. We also processed a $25 eGC that you will receive in a separate cover. 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 Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. There are no further actions to be taken. Thank you for your service!
Regards,
[redacted]

February 24, 2016[redacted]RE: Revdex.com ID#[redacted]Dear [redacted]
We received your Revdex.com complaint regarding your concern with our Petco Premium 2-Door Dog Crate, XX-Large SKU 1281119. We understand how frustrating it can be when a...

store is out of a product you are looking for and/or count on.
Unfortunately, this item is out of stock and we do not have an estimated time as to when it will be back in stock. Updating the website against the stocks we have on hand real time is a feature we are still working on. We regret the inconvenience it has caused when you were not informed before hand the demand exceeded our supply. While we are unable to honor your request at this time, we will be sending you a $30.00 EGift Card that you can use on your future order. You will receive this in a separate email. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores.
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]

June 24, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com case# [redacted] regarding the price differences between petco.com and our local...

stores.
We know it's frustrating on your end and we never wanted to bring inconvenience to any of our customers. As a company, we never intend to mislead our customers about this or any other program in which we participate. Furthermore, we strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. We sincerely apologize for the confusion and inconvenience this has caused you.
One of our Corporate Supervisors confirmed that all of your concerns including the lengthy timeframe for shipping and your feedback with the store and the staff have been addressed. He politely explained the reason for timeframes and the price difference between our store and website. We understand the unsatisfactory experience you have dealt with thus, a $30 electronic gift card was processed as a goodwill gesture. In addition, we have notified the store so they can further evaluate on how they can improve their services in the future.
Please know that we care about our customers and what they think of us. By letting us know when we improvements can be made, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]