MONY Financial Services

April 13, [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 ***He contacted you today and provided two options: (1) refund for the item, or (2) discount to purchase a new tankWe were advised that you chose the first optionWe 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]

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 appreciate that the company's acknowledged my concern and will further investigate it, however I would like to obtain more specific details in regards to their solution and how they intend to compensate my losses in this matterThank you for your assistance 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 Regards, [redacted] First I have never talked to a [redacted] , I'm not sure who she isIf she would like to speak to me my number is 618-731-I'll be glad to talk her anytimeSecond 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 itI 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 refundThird have ran a hospital tank for as long and we have had a large tankEvery 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 tankI'm not sure where [redacted] is getting her information from but she has never spoke to me about any of this informationAgain I would love to speak to her

July 30, [redacted] [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] I, This is in response to your Revdex.com case # [redacted] regarding your negative online shopping experienceWe regret any frustration this may have causedWe would like to send you a $Electronic Gift Card since the item you would like to purchase is no longer available onlineAgain, we apologize for any inconvenienceThank you for your timeWarm regards, Corporate Office Customer Relations Petco Animal Supplies, Inc [redacted]

September 24, [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) turtlesIt is obvious that you have a true passion for animals, and we share your passion as wellPlease 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 policiesHowever, 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]

February 01, [redacted] PO Box C [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] , Our office has received your Revdex.com case# [redacted] regarding your petco.com orderWe completely understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concernLet us assure you that coaching will be done towards the representative involved To assist you, we have coordinated with our Shipping Department and they confirmed that they have removed USPS Parcel Select service as an option and you should not experience this issue again in the futureAll USPS will be shipped via USPS Priority Mail with a 3-day time in transit Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention 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] There are no further actions to be takenThank you for your service! Regards, [redacted]

June 28, [redacted] [redacted] RE: Revdex.com ID #: [redacted] Dear [redacted] , This is in response to your Revdex.com complaint with ID#: [redacted] regarding a return you attempted however, not granted.In our desire to resolve the issue, we reached out to the store management and Store Leader made a decision and stick to the store return policyAs a courtesy we reached out to the upper management and approved our request for the $Electronic Gift Card to resolve the issueWe hope we address your concernYour comments/feedback are always a part of our continuous process to improve our service.Warm Regards, Corporate Office Customer RelationsPetco Animal Supplies, Inc [redacted]

October 22, [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 storesWe regret any frustration this may have caused.As an immediate action to resolve the concern, we coordinated to the store managementWe emailed the Store Leader [redacted] , she then contacted and resolve the issue by refunding you the $for the grooming service as requestedHope we address your issue accordingly.Warm regards,Corporate Office Customer RelationsPetco Animal Supplies, Inc.Case#: [redacted]

October 20, [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 BASTROP-TXWords cannot express how truly sorry we are for the anxiety, frustration and inconvenience this has caused and we hope that your pet is in good health upon receiving this correspondenceWe have forwarded your concern to the appropriate upper management in charge of our stores to ensure your complaint is addressed [redacted] , the District Leader felt very sorry to hear about the incident and would like to assure you that what happened in your case is not typical of Petco's level of Customer ServiceIt was confirmed that the Store Leader was able to speak with you on Monday morning and resolved the matterThey were able to provide you the two (2) bags of the 34lb dog food that you requested and added that the vet and grooming charges were also paid by PetcoWe hope that this is sufficient enough to address your concernPlease know that we care about our customers and what they think of usBy 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 futureIf we can be of any further assistance, please feel free to call Petco Customer Relations directly at 1-888-824-Pals (***)Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]

September 15, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Thank you for contacting petco.comOur office has received your Revdex.com case# [redacted] regarding the cancellation of your ordersWe would like to apologize for the undue stress this has caused you We have shared your concerns with the appropriate department to ensure that this is being addressed accordinglyAfter thorough investigation, we regret to inform you that we are unable to continue placing the orderWhile we wish that we could further assist you with this matter, however, the case has been reviewed by our Management group and they stand behind the decisionIt is not our intention to come up with a decision that would cause frustration to our customerAgain, please accept our apology Thank you for your understanding Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

Revdex.com:I went to the store today 6/2/to resolve the issue at approximately 10AM" [redacted] " was not availableHowever, 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 websiteShe 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 againWhy 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 storeI have attached the same documentation that I provided at the store a short while agoPlease send me a check for the difference to the address on my Revdex.com complaintI am not making another trip back to the storePlease coach your managers on how to better handle these issues Regards, [redacted] ***

July 12, [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 experienceYour 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 customersYour comments are sincerely appreciated so that we can continue to improve We thank you for taking the time to share your thoughtsLet 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]

October 07, [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 SupervisorsPlease 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 did not process; hence, it wasn't included in your recent repeat delivery order # [redacted] and you were not billed for itWe are sharing your concern to the IT Department so they can check the issue To make amend, we have issued $refund to your recent order for the [redacted] )Please note that the $credit that was promised by the Supervisor you spoke with was loaded to your card and you may use it anytimeWe 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 encounteringWe 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]

May 30, [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 accountAll 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 storeWe hope that we addressed your concern accordinglyThank you for your continued patronage.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, IncCase#: [redacted]

June 23, [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 throughThe 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 situationOn the other hand, we understand that you are very upset with the packaging of the productOur Private Brand Development Team is currently working on updating the artwork for the productIt 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 excellenceThank you for bringing this to our attention 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] Haven't had a chance to call [redacted] backdoesn't resolve coupon issue through Revdex.com contact Regards, [redacted]

January 28, [redacted] P.OBox [redacted] , [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] ***s, We received your Revdex.com complaint with case# [redacted] regarding your Repeat Delivery accountWe would like to apologize for the inconvenience you experienced in dealing with our Customer Service representativeWe pride ourselves on convenience and strong customer service and the service you received certainly did not reflect our standards The repeat delivery price should reflect on the order once subscribed to the programWe recently experienced an issue with repeat delivery products price, and we assure you that it has been fixed and correctedA dedicated team had worked to ensure that all affected guests have been issued refundIn regard to your comment on the information provided by one of our representatives, please be assured that proper coaching has been done Thank you for your feedback; we hope that we have addressed your concernsYour patronage is important to us and we hope that you'll continue to give us opportunities to serve you Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc Case#: [redacted]

July 28, [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 $each item not for six boxes of the itemAs a courtesy to you as a valued customerWe would like to send you a $Electronic Gift Card for the inconvenience that this has caused youWe hope we address your concern.Warm Regards,Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:

September 21, [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 $The refund should post to your credit card in anytime within to business days, depending on the financial institutionWe will no longer pick up the Petco Newport Gallon Wooden Tank StandYou can keep the tank stand, dispose or donate it to your local shelterIn addition, we have taken the necessary action in updating the information on the websiteWe appreciate your time bringing this issue to our attentionYour 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 usBy 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]