MONY Financial Services

April 24, [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 necessaryWe appreciate your suggestion about updating the website to make it clearer that the price of the first set does not include the cost of boostersTo 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 satisfactionPlease contact us again if you need further assistance Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

I fully understand that two people (or more) may simultaneously order the same items, leaving the items out of stock in a particular case However, that is not what happened here I chose the collars I chose because they clearly showed "in stock," in my cart they showed "in stock," *after [redacted] my money was taken I received an e-mail saying "out of stock," and three weeks later with zero communication with me this portion of my order was canceled and no refund given Following a number of calls to Petco, I *finally [redacted] received a refund I then located other collars, which clearly showed "in stock" on both the website and in my cart, ordered them, and received an e-mail afterward stating that they were out of stock Again, no indication of when they would be available for shipment This time, however, one angry call got my card refunded It is not appropriate to repeatedly seize customers' money for items which are not in stock with no regard for the customers' needs Perhaps my experience is an exception, but it was absolutely inappropriate customer "service." Again I suggest that Petco check the FTC regulations concerning "back ordered items" and properly notify its customers On both of these attempted purchases, the items that I was told were in stock remained on the website for days showing "in stock." Along with this, your website clearly states "usually ships the next day." It is not appropriate to mislead customers and take their money

December 30, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] We received your Revdex.com complaint with case# [redacted] regarding the multiple charges in your accountWe know it was frustrating on your end and we never intend to bring inconvenience to any of our customersPlease accept our sincerest apology for any trouble this has caused you One of our Escalation Experts reached out and spoke to you regarding this matterTo rectify the issue, the Escalation Expert requested for a Corporate Check to be issued as a refund for the duplicate chargesPlease wait for the check in the mail once it is processedWe 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]

June 14, [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] *AWe 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 concernsHe apologized for the bad experience you received from both storesHe 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 animalsHowever, 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 happyWe 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 serviceWe continue to be committed to providing you and all of our customers with the highest standards of service in the industryWe appreciate your time bringing this issue to our attention Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

March 05, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] This communication is in response to your rebuttal with Revdex.com case # [redacted] We sincerely apologize that we do not have a Supervisor available when you requested to speak with one at the time of your callHence, we have requested one of our Supervisors to reach out to you on February 08, but she was only able to leave a message 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 shortAlthough our promotions run while supplies last, we have issued an Electronic Gift Card that you can use to purchase similar product that suit your pet's needsWe 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 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[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] I went to the store and called few times every time I went or called she is never there how can we solve this if I can’t get there when she is not there

June 16, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] We are in receipt of your Revdex.com case# [redacted] regarding your experience with your petco.com orderWe 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, 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, We have requested the appropriate department to update the websiteAs a courtesy, we offered to send you a $electronic gift card to your email addressUnfortunately, we have not received any responsePlease 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 experienceI 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 18, 2017 [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]

January 31, [redacted] 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 serviceWe are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in usNothing 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]

February 11, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] We received your Revdex.com complaint regarding your concern with our grooming salon in [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 accordinglyThe District Manager confirmed that he contacted you several times but couldn’t come to an agreement based on differencesWhile 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 customerIn any way, we would like to thank you for you helping us to identify ways in which to serve you betterYour feedback is very important and your comments are valued Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

January 09, [redacted] ***RE: Revdex.com ID# [redacted] Dear [redacted] We received your Revdex.com complaint regarding your recent petco.com orderWe 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 $back to the original mode of payment and a claim has been filed for the damaged orderWe completely understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concernPlease 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 attentionYour feedback is vital for us to continue to improve our products and services Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

April 14, [redacted] *** [redacted] RE: Revdex.com Complaint ID # [redacted] Dear [redacted] ***, This communication is in response to your Revdex.com case# [redacted] We are committed to providing every customer with the highest quality product and regret any inconvenience this has causedWe 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.In our desire to address your concern, we have referred your case to our dedicated claims team at Sedgwick Claim Management ServicesWe have every confidence that they will act promptly to further investigate this matter then follow up with you in the coming days to take additional actions required on your claimIn addition, your product feedback has been forwarded to our Quality Assurance Team for more researchPlease know that we take this matter seriously and we thank you for bringing this issue to our attention.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, IncCase#: [redacted]

March 17, [redacted] ***RE: Revdex.com ID# [redacted] Dear [redacted] We received your Revdex.com complaint with case# [redacted] regarding the unauthorized charge in your accountWe know it was frustrating on your end and we never intend to bring inconvenience to any of our customersPlease accept our sincerest apology for any trouble this has caused you One of our Escalation Experts reached out and spoke to you regarding this matterTo rectify the issue, we have issued a Corporate Check and it was delivered at your door on 03/11/We hope we have addressed your concern at your satisfaction A copy of your concern has also been shared with the [redacted] to ensure that this is being addressed accordinglyThe investigation is ongoing and they are currently reviewing your casePlease know that we take these issues seriously every time they are brought to our attention Please contact us again if you need further assistance Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

November 18, [redacted] *** [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] ***, This communication is in response to your Revdex.com case # [redacted] In our desire to address your concern, we have forwarded your concern to our Pricing DepartmentThe investigation is ongoing and they are currently reviewing your casePlease know that we take these issues seriously every time they are brought to our attentionWarm regards,Corporate Office Customer Relations Petco Animal Supplies, IncCase#: [redacted]

January 25, 2016 [redacted] RE: RevDex.com ID# [redacted] Dear [redacted] Thank you for contacting Petco. Our office has received your letter regarding your pet's illness due to the treats that you purchased from one of... our stores. We are committed to providing you with the highest quality product and regret any inconvenience this has caused you and most especially, your pet. 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]

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 PETCOPlease verify the number and contact me again [redacted] Regards, [redacted] ***

February 23, [redacted] RE: Revdex.com ID # [redacted] Dear [redacted] , Our office has received your Revdex.com case # [redacted] regarding your experience with our Statesboand Las Vegas - Southwest storesPlease accept this as a formal letter of apology for the inconvenience this has caused you To assist you, we brought this to the attention of the upper management of the store to ensure your complaint is addressed***, the Store Leader of Las Vegas SW confirmed that he was able to speak with you regarding this matter and added that they will be waiting for you to come back and assist you with your refund request Please be assured that we intend to use every available means to get this matter resolvedThank you again for contacting Petco 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 find that this resolution satisfactory to me Regards, [redacted] ***

September 11, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] We received your Revdex.com complaint with case# [redacted] regarding your recent petco.com orderPlease accept our sincerest apology for any trouble this may have caused you We have confirmed that a refund amounting to $has been issued for order # [redacted] on September 9th, The refund will be posted to the original mode of payment used and will reflect within 5-business days depending on your bank's terms and conditionsYou should receive a separate email confirming the status of your refund We hope we have addressed your concern accordinglyLet 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 04, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] ***, We are in receipt of your recent Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted] **We are saddened to hear of the loss of your beloved dog, ***We know that he has been a good companion to you and that he will be missed greatly At Petco, animals are our top priority and we would never, under any circumstances, intentionally risk their lives and healthOur Customer Relations team received the same email on May 27th and took a quick action in forwarding your concern to the appropriate department for handlingWe have confirmed that case has been turned over to [redacted] our third party claim department to ensure your complaint is being addressedWe know that we can really never make up for your loss; 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 Coordinator Petco Animal Supplies, Inc Case#: [redacted]