Northwest Seed and Pet, Inc.

This email is being sent in response to the complaint filed on August 13, #*** and is based on the information I received from one of the managers on duty that day, as well as cashiers at the counter, and the stocker that picked up the food which this customer threw at our store.I have
attached a copy of the return policy that is posted behind all of our counters. Any dog foods sold at our stores may be brought back even if opened, for any reason including if the dog wont eat it or if it doesn't agree with their stomach, and the manager may decide to exchange it so that they can try another food to find one that works for the dog. This falls under the 5th part of our return policy which states that any returns that are not resalable or made after days may receive an in store credit at the managers discretion. Generally managers will approve this type of return if they are given the original Pet World Warehouse Outlet receipt, the original bag the food came in, and the unused portion of food which needs to be a reasonable amount of food, or approximately half the bag. We don't return or exchange empty bags or almost empty bags because if the dog ate the entire bag there obviously was not a problem with the food, and we have had customers take advantage of this in the past. We do not give cash back on any returns or exchanges after days or without a receipt, including dog food. As stated in the return policy we can EXCHANGE it at the managers discretion only In this case the manager decided not to give a credit based on the fact that the customer had used nearly all of the food. A $bag of Earthborn Holistic Select Dog Food would be a lb bag which generally feeds a large dog (lb) for approximately one month if fed according to the feeding guidelinesThis customer did not come back with the food until a month later and there was less than lb of food left. Which means this customer had fed her dog over lb of this food from July to August 11. I am sure if the customer was told earlier by an employee that she could bring the food back, she did not state that she had fed nearly all of the food to her dog already. We feel it is unreasonable to assume that the dog had diarrhea for three to four weeks or that the owner continued to feed the dog approximately lb if it had diarrhea from the food. Unless the customer meant the dog did not get sick right away but then did after feeding lb the food. If that is the case we would question if the dog got into something else as it was not likely the food that caused the diarrhea since the dog ate over lb already without problems. We have had no other issues with this brand or type of food to believe there was any reason for the food to make the dog sick because of manufacturing issues In addition this customer began making a scene in the store immediately when the manager arrived at the counter, making our other customers uncomfortable. Had she been more reasonable and not been rude to the manager, he would have at least been able to give her the contact info and tell her to try and contact the manufacturer for a credit if she chose to do so. Instead she was combative with the manager and in the end she grabbed her bag off the counter and stormed out of the store yelling and continuing to make a scene. She walked partly out into the parking lot and walked back and threw the bag of unused food at the glass windows in front of our store. We have no desire for this customer to return to our stores based on her actions while here, which disturbed our other customers, in addition to her rude and destructive behavior while on our property, which thankfully only resulted in us cleaning it up and no property damage.If the customer truly wishes to receive reimbursement for the bag of food we would recommend that she contact the manufacturer and voice her complaints with their product through them. Their web site is www.earthbornholisticpetfood.com and the phone number is (800) 474-4163. Again, we no longer wish to have this person as a customer based on her behavior and her treatment of our employees and property, but she may find this brand of food at other local pet stores if she chooses to get a replacement from the manufacturer as they don't typically give refunds but may send her a replacement coupon

First off I was not at all making a scene being loud or anything else they said. I was upset yes but not to the extent the store claims. I was given the run around on this so many times which would upset anyone!! I was told yes I could come in to get an in store credit if I brought my receipt in so I did that. Wgen I got to the store they told me I needed to bring the unused dog food in. So I did do that the next day. I was then told that the vag was not full enough that there was nothing they could do for me. They never told me the bag had to be half full or anything. By now, yes I was upset because all I got was a run around and told three different things. I was working on weening my dog off of this food so no the bag was not quite half full. I did grab the bag off the counter and expressed my discontent loudly so the rest of the customers in the store would hear how they treat people with lying and giving customers run around. I in no way was loud enough to scare or disturb the 3 or 4 customers that were there. I just wanted some in store credit or some kind of substantial credit for the cost of the food. I left grabbing the bag of food as I did not know what at this point to do. I started walking to parked car but decided I did not want the remaining food so threw it by the door. I in no WAY threw it at their window and there was no mess tgey had to clean up. The bag was still intact and nothing spilled out nor did the bag tear or break. This store lies so much its unbelievable!!! I wouldn't go back in there even if I was invited back in!! The store is ridiculous on their prices and customer service sucks big time!! So boo hoo to them. I want this report put on the Revdex.com site to show others just what kind of awful establishment this place is!!

Review: I bought a cat from northwest seed and pet and the night I bought my cat I brought her home and noticed she was sneezing, I did not think anything of it and tjen the next morning she had green puss coming out of her nose. I called the vet they had recommended for my first free check up and made an appt. for the se day. sat june 28,2014 at 2pm. when I got their they examened my cat and realized she had an upper respitory infection and also had a cyst that she had developed before I purchased her and that she was going to need surgery to remove the cyst and antibiotics for her infection, so I called northwest seed and pet to see if they covered sick animals, they told me to return my cat and they would keep her in a quarentine cage of 2 square feet for a few weeks to see if the problem would get better or if they would have to pay to get her healthy again. I told them that I will not be returning my cat so they could let her die. im ok. then after this conversation I had my boyfriend go to northwest seed and pet and talk to the manager I had spoken too to see if we could work something out. I was to upset to go. the store manager,[redacted] told my boyfriend to call him today which is monday june 30,2014 and he would call the owner of northwest seed and pet "[redacted]" and get this entire situation taken care of while we remained custody of our cat. my boyfriend went to call [redacted] on my boyfriends lunch and the lady manager who answered the phone told my boyfriend that [redacted] is on vacation for a week. and that this entire situation never happened. this lady was extremely rude to my boyfriend and told him he was a liar and that when they sold the cat,she was healthy, and also told my boyfriend that when northwest seed and pet recieves animals to sell they do NOT have a veteranarian check their health first. this bothers me massivly and my cat has health issues now because northwest seed and pet is not getting them checked out before selling them. they sell all kinds of sick animals, including hexgehogs which I know are illegal to sell in a washington pet store. I need to be compensatedbfor my cats vet bills.Desired Settlement: I would like to be compensated for my cats vet bills and have northwest seed and pet pay for ALL vet visits for my cat for the rest of her life!!

Business

Response:

June 27, 2014, [redacted] purchased a female tabby kitten from Northwest Seed & Pet North Division.

Miss [redacted] noticed that the kitten was sneezing and on the morning of June 28th had a mucus discharge from the nose.

The kitten was taken to [redacted] for a free examination on the afternoon of the 28th.

Upon examination of the kitten, it was found to have a respiratory infection and a small cyst was noted on the abdomen.

When Ms. [redacted] contacted Northwest Seed & Pet about the veterinary visit, she was informed that under the health guarantee she should return the kitten for a full refund.

(Purchase agreement is attached.)

If the kitten is returned to us, we will treat it for the respiratory infection and have the cyst re-assed by the veterinarian for treatment.

Once the kitten is once again healthy, Ms. [redacted] would be contacted and would have the first right to repurchase the kitten.

[redacted], the manager on duty on Saturday June 28th, informed the boyfriend "[redacted]" of the health guarantee return policy, (as was also stated to Ms. [redacted] verbally and in writing), and asked him to call him on Sunday the 29th before 1:00, to let him know what they planned to do, and check on the kitten. [redacted] did not receive a call from them.

The manager of the E. Sprague store ([redacted]) received a call from Ms. [redacted] and she was once again requested to return the kitten to the N. Division store for a refund.

Since Ms. [redacted] refuses to return the kitten to us for treatment, then she assumes all responsibility for the care and treatment of this kitten.

As of today, July 1, 2014 the kitten is still under the health guarantee and may be returned to us for treatment.

No information from the veterinarian has been provided to us as to the condition of the kitten or if any treatment was provided.

Both stores in Spokane are awesome!!! The staff cares about customers and the product/animals they are selling and is very friendly and knowledgeable.

My boyfriend and I purchased a puppy on 6/18/2014 from Northwest Seed & Pet at the 7302 N. Division location. We were disgusted with the smell of the store from the second we walked in. It smells and looks like the store hasn't been cleaned in years. The animals are kept in terrible conditions. It seems as though the staff does the bare minimum of upkeep and many of the animals looked malnourished, tired, and unclean. There was no way we could have left the puppy we bought in that awful place to suffer! The sales clerk told us that our new puppy was up to date on his vaccinations and that to the best of their knowledge, he was healthy. We took him in to a local vet for a checkup the following day and sent in a fecal sample to test for parasites, worms, etc. The vet found that our puppy had contracted Giardia, which is an intestinal parasite that can cause diarrhea, vomiting, bloating of the abdomen, dehydration, and many other awful symptoms. Although Northwest Seed & Pet stated, when we bought our puppy, that they would offer to take him back and refund the majority of our money in the event that there was a health problem, there was no way we were taking him back into living conditions where his health would only get worse. We were also told by the pet store staff that it was recommended for our puppy to continue eating the food that they fed him there. I asked the staff if the food he ate there was good for him, and they advised us that it was. I asked our vet if the food we were told to buy was actually healthy. The vet informed us that the specific brand that Northwest Seed & Pet had recommended had many unhealthy ingredients that would be harsh on our puppy's digestive system. We were disappointed in the staff's lack of knowledge about their own dog food products, and the fact that they don't seem to care enough about what the animals are fed to begin with. There is no doubt in my mind that the condition of the store along with the lack of care is what caused our puppy to contract Giardia. We are very upset and disgusted with the way the staff runs the store and treats the animals, and we will NOT be returning there. This place needs to be deep cleaned and put under new management with employees who care, otherwise it needs to be shut down for good. The only positive thing that came from this experience is our puppy. I am relieved that we are able to provide a healthy, safe, and caring home for him, and he is a great addition to our family.