MONY Financial Services

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.I've not yet heard from anyone at PETCO. Please verify the number and contact me again. [redacted]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.
The manager was extremely rude and talk down to us the whole time we were there and refused to sell us another [redacted]. They stated the [redacted] we purchased was used and return and every part worked. We had no problem with it being used as long as all the parts worked. None of these this were true and the manager treated us like we were stupid and didn't know what used meant and like we made the tank look like it did and broke the pieces just to cause problems. 
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.
Although I have received the proof requested, it is ridiculous the lengths I had to take in order to get them when the wrongdoing was not on my part. I am still dissatisfied and I will not be returning to Vetco for further services.
Regards,
[redacted]

October 23, 2015
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RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com case# [redacted] regarding your recent petco.com order.
We sincerely apologize for the confusion and...

inconvenience this has caused you. Please know that we would never intentionally mislead our customers for that is not our practice. The promotion states that you can buy one bag of selected Carefresh animal bedding and get one bag of selected Carefresh complete small animal food for free. Nevertheless, we sincerely appreciate you taking the time to share your thoughts. Your feedback is vital for us to continue to improve our products and services.
As a goodwill gesture, we processed a new order for the Carefresh Pet Bedding (SKU 868744). A separate email will be sent confirming the new order number. Our hope is that this will help lessen the negativity surrounding your recent 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 Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

January 31, 2017
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RE: Revdex.com ID # [redacted]
Our office received your rebuttal letter regarding Revdex.com case# [redacted]. We apologize once again for the inconvenience.
Let me assure you that what happened in your case is not typical of Petco's level of customer service. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to provide you the positive shopping experience you have come to expect from us.
Thank you for your time.
[redacted]
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February 28, 2018[redacted] 
[redacted] [redacted]RE: Revdex.com ID # [redacted]Dear [redacted] Our office has received your Revdex.com Complaint ID#[redacted] regarding your negative vaccination service experience at the store. We...

regret for any inconvenience that this may have caused.We immediately coordinated to Vetco regarding the issue. The Vetco customer service manager responded and provided the records you are looking for. We were told that the copy has been sent to you through email, and they were so apologetic regarding this, and they hope you will still be one of their loyal customers.We know that when we disappoint you, it will take time to restore your trust in us. It is our hope that you give us another opportunity to delight you with excellent customer service in the future. In any case, we thank you again for contacting Petco and for your time. Your feedback has provided an opportunity for us to become a better company. If you have any further concerns, please do not hesitate to contact us again by email or phone toll-free at 1-888-824-7257. We will be more than happy to assist you.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

April 24, 2016[redacted] [redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]
We have confirmed that Vetco was able to speak with you and explained why boosters are necessary. We appreciate your suggestion about updating the website to make it clearer that the price of the first set does not include the cost of boosters. To make amends, they are mailing you a coupon for a free Rabies and a free HWT as a gesture of goodwill.
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]

October 22, 2017[redacted] [redacted]
[redacted]RE: Revdex.com ID # [redacted]Dear [redacted],This is in response to your Revdex.com case #[redacted] regarding your grooming service experience at one of our stores. We regret any frustration this...

may have caused.As an immediate action to resolve the concern, we coordinated to the store management. We emailed the Store Leader [redacted], she then contacted and resolve the issue by refunding you the $85.00 for the grooming service as requested. Hope we address your issue accordingly.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

July 28, 2017[redacted] 
[redacted] [redacted]RE: Revdex.com ID #:[redacted]Dear [redacted] This is in response to your Revdex.com complaint ID#:[redacted], regarding the item that you want purchase at the advertised price.We...

reached out to the Store Leader regarding the issue and was told that it was really advertised for $6.99 each item not for six boxes of the item. As a courtesy to you as a valued customer. We would like to send you a $25.00 Electronic Gift Card for the inconvenience that this has caused you. We hope we address your concern.Warm Regards,Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: 8137397

June 03, 2016
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RE: Revdex.com ID# [redacted]
Dear [redacted],
Thank you for contacting Petco regarding your concern with our store at 1241 N 205th. 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. Steph, the Store Leader confirmed that she has been trying to contact you via phone to discuss but was not able to reach you. She also added that the refund was processed by the store a couple of weeks ago so you should have received it. We have also partnered with our Sales Audit department to make sure that this does not happen again the future. Please know that we take this issue seriously every time they are brought to our attention.
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]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

July 23, 2017[redacted]
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[redacted]
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[redacted] [redacted]Dear [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 have had major pricing errors on the site last Sunday, July 16 that was having prices coming up with very steep discounts (up to 99%) that was incorrect. Thus, we have been forced to cancel your order. We make every effort to ensure the accuracy of the information on our web site. If an error is discovered it is immediately corrected. Please be advised that 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. If we discover a pricing error after your credit card has been charged and your order is canceled as a result of the error, your credit card will be refunded back the full amount of your order. You will be notified via email if your order has been canceled and be given the opportunity to place the order at the correct price. Please note that individual bank policies vary when the amount is credited back to your account. Prices and availability are subject to change without prior notice. While we are unable to honor your request at this time, discount up to 50% off the original price of the item that you can coordinate with our customer service team. You may call our hotline# 877-738-6742. We hope that this will lessen some of the negativity surrounding your last shopping experience. Again, we apologize for any inconvenience. Thank you for your time. Warm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc.
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November 17, 2016[redacted]
RE: Revdex.com ID #[redacted]Dear [redacted]
This is in regards to your Revdex.com rebuttal under case# [redacted] We regret the inconvenience you were faced in connection to the orders you have placed online, which have turned into backordered/cancelled orders.
We always aim to provide a consistent and an exemplary level of customer service. Based on the instances that you described, we did not meet this goal. Your comments regarding FTC compliance and our website will be used for the continuous improvement of which and our service, too. We will be looking at ways to ensure that your challenge/issue never happens again.
To encourage you to shop with us again and as a means of acknowledging your disappointment, we will be issuing an eGC amounting to $30, which you will receive in your email address. Apart from that, we would like to know if you would still opt to receive the item, Petco 3/4" Leather Collar in Black, which you placed in your 2nd order, as it currently shows as in-stock in our website. We will be placing the order for you for free, monitor, and check the order. While we will not give you a 100% guarantee that after placing the order it is readily available to ship due to the demand for this item, we will assure you that we will closely monitor the order, and make sure that you will be notified of any updates on the status of the order.
Please let us know of your response to our offer, and we ask that you give us another opportunity to serve you, as it is our privilege to have you as our valued customer. If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at [redacted]
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]

September 11, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding your recent petco.com order. Please accept our sincerest apology for any trouble this may have...

caused you.
We have confirmed that a refund amounting to $30.59 has been issued for order # [redacted]on September 9th, 2016. The refund will be posted to the original mode of payment used and will reflect within 5-7 business days depending on your bank's terms and conditions. You should receive a separate email confirming the status of your refund.
We hope we have addressed your concern accordingly. 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]

July 30, 2017
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[redacted]RE: Revdex.com ID # [redacted] Dear [redacted]i, 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 would like to send you a $25.00 Electronic Gift Card since the item you would like to purchase is no longer available online. Again, we apologize for any inconvenience. Thank you for your time. Warm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc.
[redacted]

April 27, 2016[redacted]
RE: Revdex.com ID#[redacted]Dear[redacted]
Our office received your Revdex.com complaint case # [redacted]. Thank you for taking the time to notify us of your unsatisfactory experience with our merchandise...

gift card.
The Merchandise gift card that was issued at the store is only good for in-store purchases. The card does not expire and can be used when you shop at any local Petco store. On a lighter note, we have loaded (4) $5 Rewards coupons on your Pals account. The coupons are valid for 45 days and can be used online or in-store at any Petco location. Our hope is that this will help lessen the negativity surrounding your recent experience.
We appreciate your time bringing this issue to our attention. Your feedback is very important and your comments are valued.
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]

March 04, 2017
[redacted]
[redacted] [redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted],
Our office has received a letter from Revdex.com about the complaint ID [redacted]. We would like to apologize for the inconvenience and disappointment...

that you experienced in dealing with our product and service.
We are committed to providing every customer with the highest quality product and service in the industry. 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. We are sorry to hear that the product you purchased from us did not meet your quality expectations.
To assist you, we have requested for a Corporate Check to be issued as a refund in the amount of $24.60. Please wait for the check in the mail once it is processed. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers. We hope we have addressed your concern at your satisfaction.
Thank you for notifying us of your concern.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]

June 16, 2015
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RE: Revdex.com ID# [redacted]
Dear [redacted]
We are in receipt of your Revdex.com case# [redacted] regarding your experience with your petco.com order. We regret the...

inconvenience it has caused when you were not informed beforehand the demand exceeded our supply.
We checked and confirmed that order # [redacted] has been cancelled on the 7th of June, 2015. We reached out to the vendor to determine the item's ETA and they confirmed that it will be back in stock on the 20th of August, 2015. We have requested the appropriate department to update the website. As a courtesy, we offered to send you a $15 electronic gift card to your email address. Unfortunately, we have not received any response. Please feel free to respond to the email as our offer is still open.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. I assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

October 24, 2017[redacted] [redacted] [redacted] [redacted]RE: 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 partnered with the store where you claimed the item was purchased from and we have confirmed that there was no infestation at the store level. The rest of the products in the aisle and adjoining aisles are intact and do not show any signs of being compromised. They were also unable to find any transaction for this SKU on the date provided. Please note that the item in question is not a Petco owned brand item and Petco does not play any role in the packaging of the item. Although there was no evidence to prove that the item was bought from us and we were responsible for the infestation, the claims examiner did attempt to resolve the matter and generously offered  $100.00 since customer satisfaction is important to us. If you would like to reconsider and accept the offer you can contact the claims examiner.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 rules that we need to enforce. Please accept our sincerest apology in this regard. Your feedback is very important and your comments are valued.Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]