Only Natural Pet Store

Initial Business Response / [redacted] (1000, 9, 2015/11/19) */ The item in question was out of stock and has been cancelled and refunded at the customer's request Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit is still not showing back on the credit card that was used to purchase this product Final Business Response / [redacted] (4000, 13, 2015/11/24) */ We never charged Mr [redacted] cardIf there is information from the card company indicating otherwise please provide it so we can investigate

Revdex.com: I would like to note that I did contact them; ONP is not open on the weekends to handle any customer questionsTherefore, I sent an email over the weekend to their customer service department to cancel the backordered itemsI am awaiting the status; the site said I would hear something within hours, so at least the automated system provides feedbackExcellent customer service in this situation would be to build trust by notifying customers of backordered items, in order to give them the option to wait or the option to cancel if they wished

Complaint: [redacted] I am rejecting this response because: I am still receiving the emailsPlease adviseI get a plethora of them Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 22, 2015/11/10) */ Apologies, Revdex.com, for missing this initial complaint due to management changesThis is ***, the new Customer Care Manager for ONPI have communicated with [redacted] and she has my information if there is ever confusion in the future Please extend our sincere apologies to Ms [redacted] and assure her that she will receive a refund of the $refused package charge in addition to the full refund of her second returned order which I believe she has already received (or, if not, will receive in the next day or two) Our representative received conflicting information from our USPS representativeClearly there was a miscommunication that caused this and we sincerely regret the time and energy this cost Ms [redacted] Initial Consumer Rebuttal / [redacted] (3000, 24, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $for the first item I returned was not refunded back to me (my credit card)Since I have proof from the post office that I returned the merchandise and did not "refuse" the item like I was accused of, the $refusal fee Only Natural Pet deducted needs to be refunded to me (per their return policy)I will fax the proof to Only Natural if they want itAlso, we (Me and the Postal person) did not receive an APOLOGY for all the accusations that were made against usThe refund for the second item I returned was given Final Business Response / [redacted] (4000, 26, 2015/11/12) */ We processed the refund of the initial $refusal fee on the afternoon of Tuesday, 11/10/It may take a couple of days to be visible on Ms [redacted] 's endAgain, we would like to extend our sincere apologies for our handling of this matter Final Consumer Response / [redacted] (2000, 28, 2015/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) It appears both amounts have been refunded to me (I will need to confirm this with my credit card company)I hope [redacted] (the CSR who used extremely poor judgement and was very unprofessional) was dealt with appropriately and retrainedI am happy with the products Only Natural Pets sells and have placed a recent orderI will continue to order from them as long as I get treated with respect from the CSR

We have unsubscribed this customer from all mailingsThis can sometimes take a day to go into effect depending on timing, but she should not be receiving any further emails from us at this point ***Only Natural Pet

Revdex.com:
I found there response strange since when I sent three emails I forwarded the attached order sent from them showing what was ordered and advising them I didnt receive any of the bully sticks there were packs of one kind and one pack of another kind, now they are saying "which ones" they were three packs of bully sticks and I received three packs of vitamins instead I called numerous times and got a voice mail and sent numerous emails This is what is missing
*** view | reorder Only Natural Pet Free Range Bully Stick 4" Pack $*** view | reorder (2)Only Natural Pet Free Range Bully Stick 4" Pack $
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

If the customer can tell us specifically which bully sticks she did not receive (she ordered multiple varieties) we will reship them promptlyShe can donate the vitamins sent in error to a local shelter. We did not receive the initial email notification from Revdex.com on 5/Can you confirm the
address to which it was sent or provide a copy please. ***ONP

This customer signed up for auto-delivery and specified the frequencyWe sent a reminder four days in advance of the order shipping and received no communication from the customer until the order had already shippedDespite that, we offered to provide a paid label for return shipping and issue a
full refundWe will not be charging a restocking feePlease note that this is a goodwill exception to our policy that we routinely extend to customers who encounter this problem. We will evaluate changing our wording around auto-delivery to specify that those orders can be cancelled or changed any time before the order is shipped, and that customers can cancel online anytime or by phone or email during our business hours. *** *** *** ***

We will issue a refund for $8.02; the difference between the price the customer actually paid for these products ($39.98) and the price she would have paid had the fountain been available at the price she believed it was ($31.96)We regret the confusion

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11127142, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/11/19) */
The item in question was out of stock and has been cancelled and refunded at the customer's request
Initial Consumer Rebuttal /* (3000, 11, 2015/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The
credit is still not showing back on the credit card that was used to purchase this product
Final Business Response /* (4000, 13, 2015/11/24) */
We never charged Mr*** cardIf there is information from the card company indicating otherwise please provide it so we can investigate

Complaint:
I am rejecting this response because: The company still has not specifically stated
they are not deducting the shipping costI have also pulled the invoice that was sent with my order, so why is the company not stating the specific amount that will be refundedTo me, the company continues to play a word game and will not commit to anything in writing because then they would be held to their wordI will not be settling with this company ever! I've already talked with the manufacturer who immediately are correcting the issue FREE OF CHARGE INCLUDING SHIPPING! They took the distributor ' s information and will be dealing with the companyThey were appalled that a company selling their product wouldn't make everything right free of charge since the manufacturer would have reimbursed the companySubsequently, this company is scamming their customers by charging additional costs then getting reimbursed by the manufacturer for defective products! Shame on them!!
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/19) */
The item in question was out of stock and has been cancelled and refunded at the customer's request

Good afternoonWe did have an issue that involved our vendor shipping the order to our office instead of the customer's addressOnce we identified the issue we were able to forward the order to herWe just received confirmation from her today that she has received itWe are very sorry for the
initial error and for the subsequent confusion in our communications. *** ***Only Natural Pet

We will gladly unsubscribe this former customer from any future marketing communications.*** ***Only Natural Pet

Two of three food items the customer ordered were backordered with the supplier and due to arrive business days after her scheduled order dateWe typically do not bother our customers with backorder notices if the delay is within the shipping varianceInstead, we shipped her what we had
and will send a second shipment at our own expense once the balance of the order arrivesWe notify customers automatically if the delay is three or more days.As far as we can tell this customer did not attempt to contact us directly to resolve this issue prior to filing this complaint.Since she is looking for another provider please advise her that we are still intending to ship the balance of her order tomorrow or Tuesday at the latest, so if she would like to cancel that shipment she will need to contact us. ***ONP

Complaint: ***
I am rejecting this response because:Only Natural Pet ignored my phone call on June 16th stating that there was a risk of them sending out a duplicate order, which they then did six days later, on June 21st, which means I now have in my possession four extra litter pans, from their subcontracting vendor, who misdirected my order twice but did everything in their power to help meThe secondary vendor also has had trouble getting through to Only Natural Pet. For clarity, I am enclosing a copy of the email I received from Only Natural Pet when my order was initially misdirected that instructs me inappropriately to go and deal with an internal secondary vendorI have never received an appropriate answer about why I was asked to do this as an online customer, nor did *** *** ever provide any way to speak to someone in the company with the authority to correct this mess directlyIt took him three days to return my initial call to him, though when I informed his customer service that the litter pans arrived, he contacted the Revdex.com to resolve this case immediately. Only Natural Pet has terrible customer serviceI would like an answer, in writing, as to why I was ever asked to deal with a secondary vendorI have numerous emails to and from the secondary vendor contact, who is not supposed to be in direct customer service and have spoken to her at least four times. I do not believe a company that treats customers like myself and the others who have complained deserves an A+ Revdex.com ratingThis is deceptive, especially since it is the reason I felt confident to order from Only Natural Pet in the first place. Sincerely,*** *** Petof 13 Attached: *** Purchase Order from Only Natural PetTue 6/13, 4:PMDear ***,WHAT? If your company or your related vendor has screwed up my order, which you have, it is your responsibility, not mine, to iron this out, and it seems highly inappropriate to involve me in your cryptic internal communications, though I do appreciate that someone thought to inform me of something. What I would have expected is an email explaining the issue and how the mistake will be corrected by your company, not a directive for me to contact another company with whom I have no business relationship. I expect someone from your company to reach in, fish out, and redirect my order to me ASAP. Sincerely,*** *** Press the Enter key to open the contact card.">Customer Service, Only Natural Pet *** Hello,We received this communication from *** *** concerning an orderThis is the only mehtod of communication I could find on the orderIf you would like to follow up about this order, please contact Pioneer PetYou can email ***, your purchase order is ***.Best,*** Customer Care

We will issue a full refund of the amount paid by credit card when we receive the returned product

Complaint: ***
I am rejecting this response because: I don't know what you are referring to when you say, "we have no record." I have sent email to customer service through the websiteYou should have it on fileI let it be known the frustration of the fact that it had been more than days and I hadn't received any tracking information whatsoeverDid you not read my complaint I just submitted to Revdex.com thoroughly? you obviously didn'ti did receive the packagethat's not the issuethe issue is the fact that you all aren't doing a good job when it comes to orders being backorderedyou need to have a follow up email sent to the customer letting them know why tracking #'s are being delayedmy package was supposed to arrive 3-after I placed my orderi never received any notification saying that it was on backorderthat's where your follow up system should've been in place.this is quite frustratingi feel you haven't even paid attention to one thing that I wrote in my complaint sent through herenot to mention, you didn't bother to look up my information to see that I sent in an inquiry about this very thing through the website portalsince I received an automated reply, since obviously it seems that this company would rather send out auto replies to its customers rather than having a human reply, I filed a complaint through here.my main concern is that my voice is heard on thisand I don't think you're getting itwhat i'm really surprised at is that you can't look up my information with all the info I submitted through here? what's the point of using the portal to send communication via email if there's no way to keep track of it? you all need to have a better follow up system on orders where there is a delay of them being shipped outagain, my order has arrived however, at the time, it said 3-days for it to be shipped outit was shipped out till 3-after I placed my orderi received no follow up emaili spent a lot of money with this company terrible customer serviceapparently customer service is not an issue with thisthe screenshot is from the not so lovely, automated reply I received after submitting my inquirysorry I don't have a copy of what I sent, because I didn't know I would have to take a screenshot of itthe 2nd screenshot is my actual and only receiptNOTICE HOW IT DOESN'T STATE THERE'S ANY BACKORDER AND NO REASON FOR DELAYcommunication is key with customersagain, please don't repeat information about the package being delivered as I already stated that I received itthat's not the issue