Pet 360, Inc.

Review: 15 cans of [redacted] Senior canned dog food leaded around the bottom edges. I have contacted the company but have received no reply. I cannot feed leaky, possibly botulism laced dog food to my beloved pet!Desired Settlement: If I do not hear from the vendor soon, I will want a refund rather than replacement of this defective product.

Business

Response:

Dear Customer,

Thank you for your inquiry.

Our records indicate that your request for a refund was recently processed for the damaged items.

If this credit does not appear on your credit card within 5 business days please let us know,

Sincerely,

Tina H[redacted]

Pet360

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I went to the site to re-order and no such credit was associated with my account.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I was replying that I have not seen a credit through my credit card yet.

Regards,

Business

Response:

Dear Customer,

Please see our data on the credit refunded to your account.

issued on 9/23 to a [redacted] ending in [redacted]. The request ID is [redacted]

This information should be shared with your credit card company to resolve where the credit has been applied.

SincerelyTina H[redacted]Pet360

Review: On May 31st 2014 I placed an order on line. The order was delayed in shipping & took 3 weeks to receive. Pet Food 360 apologized & offered me a 20% discount. I never received the discount, so I contacted the company. They explained the 20% would be off my NEXT order. I placed another order on July 26th and asked when I would receive my 20% discount, Michael replied it would be returned to my credit card AFTER the card was charged. I never received the refund. I have contacted Michael H[redacted], who insists that I have received the credit and to "talk to my bank", which I have. My bank has no record of any refund. Michael was also extremely rude per email.Desired Settlement: I would like 20% of my 7/26/14 order ($15.04) refunded to my credit card.

Business

Response:

Dear Customer,

Our apologies for the delay in processing your refund.

The refund was done on August 1, 2014 and the funds should be in your account.

Please let us know if this has not happened or if you have any further questions.

Sincerely,Tina H[redacted]

Pet360

Review: Friday November 1 2013 at approximately 10:30PM I placed an online order with Petfooddirect.com. There were all kinds of flashing signs indicating that the shipping on pet food was free. When I placed the order no total amount of the purchase appeared and I was told the purchase confirmation had been E-mailed to me.When I went and opened the E-mail substantial shipping charges had been added to the bill. When I went back to the website to cancel the purchase there was no mechanism to do so. When I E-mailed the company they responded that they would get back to me within 24 hours. Apart from the E-mails indicating the receipt of my E-mail they have not contacted me. At 9:00AM PST Saturday November 2 I called them to cancel the order and was told it had been cancelled. today I received an E-mail telling me the order has been shipped. When I called back I was told that the order had not been cancelled despite the phone call and several E-mails asking that it be. I was told that I could wait at my house and when the delivery came refuse delivery and my money would be refunded.Desired Settlement: I would like this order cancelled and funds restored to my credit card.

Business

Response:

We apologize for this poor service experience. The charges were refunded by PetFoodDirect on 11/5/13.

Review: Double Billed for same item. Company has not honored agreement to submit credit! When the company was called, wait times exceeded12 min! This company apparently ignores dissatisfied customers routinely.Desired Settlement: Credit issued

Business

Response:

Our records indicate that a refund of $26.80 was refunded back to the customer's credit card on 6/13/2014.

Customer will need to check with his credit card company to find out why the credit has not been posted to his account.

Sincerely,

Pet360

Review: Order pet food. They state they are no longer able to deliver to CA due to a problem with their new outlet centerDesired Settlement: They have stated repeatedly the item would be shipped with no result

Business

Response:

Dear [redacted],

Thank you for your inquiry.

Our records indicate that your order placed on Wednesday April 9, 2014 was shipped on Sunday, April 13th under [redacted] tracking number [redacted] and delivered on Wednesday, April 16, 2014

Our normal processing time to pick / pack an order is 24 - 48 hours from order date and as noted in earlier communication to you, our warehouse on the west coast was experiencing delays. To compensate you for this inconvenience, we have refunded your shipping charges of $4.99.

Thank you for shopping with us at Pet360.

Sincerely

Pet360.com

Review: The corporate address for this company is [redacted], PA [redacted] Your web site could not pull it up.I have a cat that is on Prescription [redacted] Veterinary Formula Urinary-O Moderate pH/O for crystals. I have ordered this canned cat food many time and I always have the same problem. I get an order confirmation and then 5 days later another e-mail saying they are out of stock this is unacceptable. This is a prescription food that is prescribed by my Vet and can not be bought over the counter. You would think they would keep enough in stock since it is prescription and can not be bought at a local store. Petfooddirect charges $23.49 for the food and $10.00 shipping where other companies charge 17.99 for the food and 4.99 for shipping. I only have 1 cat that needs this food so auto-ship is not an option.Desired Settlement: Since this is a prescription item they need to keep it in stock at all times not notify someone 5 days later to say it is out of stock. A patient should never have to go with out their prescribed food or medicine weather an animal or human.

Business

Response:

Dear Customer,

Our apologies for the experience you recently had with our firm.

All attempts to secure inventory from manufacturers is done in a timely basis and due to manufacturing issues we sometimes cannot fulfill orders.

We make every effort to inform customers when we are out of stock and apologize for any inconvenience.

Sincerely,[redacted]

Pet360

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But they need to notify customers right away not wait 5 days. This will give the customer a chance to go to another company ASAP so the cat does not go with out their perscribed food.

Regards,

Review: [redacted] Science Diet S/D Dissolution Canned Dog Food was advertised at www.petfooddirect.com (Pet 360) to help dissolve struvite bladder stones in dogs by prescription from my vet. The representative at the company told me I needed to use the product for up to six months before seeing results. After six months and $255.71 in dog food ordered, (see detailed order history below) the vet did not find any difference in the size of the bladder stones in my dog via x-ray. I'm requesting a full refund from the company for this dog food since the product was defective and did not meet the expectations of the advertisement. In good faith, I ordered this product for six months and did not see any results.

Order #:[redacted] 4/13/2013 Shipped $65.98

Order #[redacted] 3/11/2013 Shipped $62.37

Order#: [redacted] 3/2/2013 Shipped $65.98

Order #:[redacted] 1/29/2013 Shipped $61.38

TOTAL: $255.71Desired Settlement: I'm asking for a full refund of $255.71 for the cost of the [redacted] Science Diet S/D canned dog food ordered over the last six months. I'm sure www.petfooddirect.com (Pet360) can get reimbursed for this defective product from the manufacturer, [redacted] Science Diet. Since I paid them for the product, the manufacturer, [redacted] Science Diet stated the refund needs to come from www.petfooddirect.com (Pet 360).

Business

Response:

[redacted] spoke with a

member of our management team today. We

issued an RMA for the last order placed and issuing him a gift card to use

toward a future purchase. In addition,

we contacted the manufacturer on his behalf and they are reviewing his case.

Review: I ordered a product but needed a prescription from my vet. Before I obtained the prescription the company already took out the money from my debit card! Then I called to cancel the whole order (because I didn't like their practices and I cancelled the whole account) and they gave me a refund within a few days. Then a few weeks later, I get an email that says an "automatic delivery" is on its way. I called them put it was too late, the package was on its way. I then had to call them to pick up the large box, which they did within a few days. Now I've been waiting for an email or notice of a refund again, but I had to call and set it up. Now I have to wait 4 or 5 business days for my $71.58!Desired Settlement: I want a refund immediately! And I want them to state on their website that they take your money faster than you can send a prescription! They have had my money long enough!

Business

Response:

We

apologize for the confusion with the order. The package was returned and the

refund was approved today (5/8). It should be visible on the billing statement

in 2 business days, since the receiving bank has to process and post the

transaction.

Review: I purchased Heartgard plus pet chews from pet360 in the end of July. I received the product, I checked the expiration date before opening the box. The product had not expired so I opened it, the pet chews were rock hard, with no odor or smell to them. The dogs would not take them. ( Usually my dogs can not wait to get them, they take it like a treat) I had to force one down one dog's throat and grind up the other one and mixed with peanut butter to get the other dog to take it. The product was defective although it was still within the expiration date. I contacted the company and they would do anything for me because the box was opened.Desired Settlement: I would like a refund since I am a disabled person on social security, and a very tight budget. I am afraid of asking for a replacement because their other boxes of the product may be defective also.

Business

Response:

Dear Customer,

Our apologies for this delay - a refund for the defective heartguard product in the amount of $44.76 has been issued to your credit card.

Thank you for your patience and shopping with us -

Sincerely,Tina H[redacted]

Pet360

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: This company has been bombarding me unsolicited spam emails every day

I never subscribed to them in the first place.

I have unsubscribed multiple times from your emails.

I have filed a complaint with [email protected].

Your customer care department has promised to unsubscribe me.

Yet they continue to spam meDesired Settlement: Stop Contacting Me

Business

Response:

Dear Customer.

We do not show your name in our data base and need all email addresses that you want deleted from our marketing data base.

Please advise so we can make sure your information is deleted.

Sincerely,

Tina H[redacted]

Pet360

Review: I have a cat with a urinary tract infection that requires special prescription food. In order to order the food I needed to get a vet authorization to buy the food. I tried to purchase cat prescription cat food, but when I got it in the mail it was prescription dog food. I called the company to ship my food back and the man was extremely rude to me and told me I would have to pay for the return shipping. I paid 13.49 for the return shipping.

The issue I have is that the vet only authorized cat food for urinary tract infection, so at some point their should have been some verification to the vet's prescription to ensure that I was receiving the right food. I would like my money refunded including the original 41 dollars I paid for the order. The company really needs to double check orders, because it's prescription food.

I had called your company and they asked me a lot of questions. According to my receipt, it says I have 30 days to return my order without any questions asked. The man on the phone was extremely rude. I needed cat food not dog food. This wasted my time and money.Desired Settlement: I would like my money refunded as well as the 13.49 shipping costs I incurred because of this. I had spoken to the company over the phone to try to get my shipping labels and the man was extremely rude to me. He said I needed to pay the shipping costs myself.

Business

Response:

We sincerely apologize for this oversight as it was our

error and we would like to rectify the situation as requested. The product cost has already been refunded and

we will issue a refund for the balance (original shipping charges). We will also send refund check to the mailing

address for the costs incurred to return the product.

Revdex.com is PAID Ratings. They are PAID to give High Ratings.
Pet360 is a RIPOFF. Everything there is more costly.

Review: This company advertises free shipping for over $49. They also advertise to purchase on their auto ship program and save 15%. On my first order the price was $65 free freight. On my second order they raised the price about 10% gave me a 15% discount and charged 17.65 in freight. Then I noticed on my third order they did the same. When I called they agreed to give me the freight charge refund on my last order but I was out of luck on the second order. They also used the excuse that price increases can happen at anytime.

Bottom line is they should have refunded the freight and they should not deceive people to sign up for the auto ship so they can relieve themselves of the obligation of notification of price increase and charge freight. They boast of the convenience and then tell me it is my responsibility to check the price. That is not convenient and they also said if I just order each time I can always have free freight.

So I am getting a refund of $17 and I think I am entitled to much more. This is a deceptive company.Desired Settlement: I want my price increase from the original order refunded and the freight charges. I also want to be unsubscribed because companies like this give the internet a bad wrap.

Business

Response:

[redacted] placed

an order using a one-time free shipping promotion and at the time of the order,

signed up for the Autoship Program. The

Auto Ship program offers a 15% discount on most items, but as stated in the

details, veterinary diets are excluded from the 15% off. When the Auto Ship order processed he was

given the Bonus Brand discount, but not the 15% off since it did not apply to

the item (he did receive a 5% discount because the product is considered a

bonus brand and that is tied to the product rather than a promo code). The second Auto Ship order processed and reflected a price increase on the product, as

the retail price changed after we received a price increase from the manufacturer. We do not currently lock in pricing on

AutoShip orders.

Review: In June I filed a complain against this company ([redacted]) after multiple emails and calls would not stop them from sending

advertisements to my email address ([redacted])

Only after filing the complaint did they stop.

Now they have started sending emails again.Desired Settlement: Remove my email address from ALL mailing lists.

This was NOT done before.

Business

Response:

This address was removed from all promotional emails as promised. National Pet Pharmacy is migrating to a new

website (Pet360), so we are obligated to send emails to anyone who has an order

history with National Pet Pharmacy. This

was a transactional email, not promotional, and we apologize for any

inconvenience it may have caused. No

more emails will be sent to this email address.

I find that this company is only focused on making as much money as possible at the expense of the people who use it to feed their pets. It is quite extraordinary to me that this is a Revdex.com accredited business. This is a facade plain and simple. Let's say you have an autoship order with Petfooddirect/Pet360, and you have a quote where you get free shipping and a certain price for the food that you would like your pets to have every month. You provide them with your credit/debit card number so that they can charge you automatically and you would expect that price to stay the same and get the free shipping and save some money. Not a bad deal, right? Well, not exactly. That free shipping you just had doesn't exist in the recurring orders bec. they just hike the price of the food without notifying you, and then give you the runaround and blame the manufacturer. This works well on older folks who don't check their bank accounts periodically and receive paper statements. Older customers who may be a bit too trusting that the price they set up an Autoship with, will stay the same over at least a few months. They won't even get a notification that the price will be higher next month in an email. It's an exploitative tactic to make money off unsuspecting customers and I find it disgusting! How the Revdex.com can say that they continuously monitor business activities, and not spot this scam is amazing to me. Maybe all it takes to get accredited with the Revdex.com logo is throwing a wad of cash at them to give you the ol stamp of approval!