Pet 360, Inc.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  In your response you stated you would work with your call center. I appreciate that effort. The simple truth is your customer care had put me on hold. Her responce to me come directly from her manager as she stated to me over the phone. So please understand your problem is a bit higher up. I just want you to realize you need to fix your problem in management before you can train your call center. I did receive my replacement order today as you promised in yesterday's letter. It's truly sad it had to take me coming public to the Revdex.com to get this resolved. 
Regards,
[redacted]

Our records indicate that the refund requested by the consumer, was processed on 2/6/2014.
Communication was sent to the consumer stating this and to check with her banking institution as to timely crediting of the refund to her account.

Dear Mr. [redacted],
I apologize for the delay of your shipment.  I have confirmed with our customer service department that your order has been fully refunded. Sincerely,Jessica

Dear [redacted],
Please accept my sincerest apologies for the inconvenience your shopping experience with us has caused.  I can assure you providing excellent customer service is our number one priority, and your experience is not typical.  I have issued a refund for...

the cost of the product on the order you attempted the cancel, that we were unfortunately unable to cancel for you.  This refund is in the amount of $14.13, and it will post the the original form of payment within 3-5 business days.  Again, I apologize that your request was not handled in a satisfactory manner, and that we were unable to provide you with the customer service experience our clients have come to expect from us.  Please feel free to contact us with any further questions or concerns.
Thank you,
Caitlyn F[redacted]
Supervisor, Customer Care

Hi [redacted],Thank you for reaching out to Pet360. We are sorry for the inconvenience you have experienced during the ordering process. We have since updated our site to be more clear and we thank you for bringing this to our attention. I have also escalated this to our online team and they...

attempted to contact you today (1/23/2017) but were unable to reach you. They will try again, so please look out for that call so we can assist you with the shipping charges. Sincerely,Coral

[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] Complaint: [redacted]I am rejecting this response because:At no time was there anywhere in writing that the picture doesn't represent to actual quantity of the item being purchased. BOTH times I purchased the same item and NO WHERE is there an indication of the quantity per box being different than the quantity being sold / charged for. On my original order I wanted ( and ordered / paid for ) two boxes of twelve. As further proof of my intentions, I mailed two separate prescriptions ( twelve each ) . Your firm insists that it is a box of six with a picture indicating twelve per box. I am being overcharged at double the cost when your on line indicates a box of 12 for $50.99. Regards,[redacted]

Hi [redacted],Our apologies for the delay.  I confirmed with our operations manager that a check was mailed out to you for the refund in question on Friday, January 6th. They have sent you an email with the update on this. Thank you,Coral

Revdex.com:
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,
[redacted]
[redacted]

Dear Customer,
Our apologies for the experience you had with your recent order.
Records indicate that the replacement order was shipped to you on May 1st and received according to [redacted] on May 2nd.
The entire amount of this order was refunded to you in full and a $20 gift...

card was sent to you for your inconvenience.  If you have not received this please let us know as soon as possible.
Please note that we are changing our gift card redemption process as of June 1st and if you do not use it by that date, you will have to call in to our customer care department so they can refund this amount to you on your next order.
Our Auto Ship team has been advised of the issue and is working with IT on how to prevent future incidents.  In addition the representative you spoke with will get a refresh training course to ensure these incidents do not occur in the future.
Again, our apologies for this experience and thank you for shopping at PetFoodDirect.
Sincerely[redacted]
Director, Customer Care
Pet360

[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]
 Complaint: [redacted]
I am rejecting this response because:
I have already sent them the coupon and the invoice and I no longer have the coupon.
If they have lost or misplaced the coupon that was sent and cannot find it, then I believe it to be due to poor business record-keeping.
I am not satisfied with the customer service response and would like to make this unresolved complaint a matter of public record.
Regards,
[redacted]

This refund was processed 10/6, when we received confirmation this resolution would satisfy the customer.  If the customer does not see the refund in her account, she may want to contact her financial institution for more information.

Hi [redacted], Thanks for your reply.  Unfortunately, I am unable to release the information asked for.  Your bank can work with our fraud department if further information is required.  Thank you.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. They have also issued me a full refund for the order. I find that these resolutions are satisfactory to me.  Regards,
[redacted]

Hi John,Thank you for reaching out to Pet360. Our Operations Manager let us know that they reached out to you today, 11/28/2016 and left a message notifying you of your refund. This has also been escalated to the manufacturer for further investigation. We thank you for bringing this matter to our...

attention and apologize for the inconvenience this has caused.Sincerely,Coral

Hello everyone,
I'd like to give a special thanks to the Revdex.com for helping filter my communication to the best party at Pet-360.  I'm appreciative for the kind words, and offer to refund the purchase price.  I'd be very appreciative if Pet-360 would write me at [redacted].com to indicate which credit card I should expect the credit to appear upon.  I'm also appreciative for the 255 discount offer for another future pet.
Again, I thank the Revdex.com for your service to the consumer community,
[redacted]
[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.]
Revdex.com:
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,
[redacted]

My dog requires prescription dog food that is not readily available. I have been ordering the specific product for last 6 months and I am on a recurring delivery service with this business. My product has been delayed from shipping for over 10 days. The food is typically delivered every 3 weeks. I have been completely out of this product now for 5 days. My vet also has no product available other than to give me a spare can of this special prescription dietary food item. The company has not given any information regarding when they will make this product available for shipping. At first they told me that the order was shipped and I should have received the order. Next call the order they told me perhaps order was most likely lost and they would update me with further instruction providing no shipping tracking along with no resolution to allow me to re-order with overnight shipping. The wait time for a customer service representative has been very long over 45 minutes. On my fourth call this week they told me that the order was not shipped and they had no information as when their food delivery would commence due to a change of warehouse. This is close to 10 days past the expected arrival of the product. They should have been honest upfront over a week ago to allow customers like mine to make other on-line arrangements. The customer service is very poor with long wait times and limited information and they have not resolved the shipping warehouse problem. I know I am not the only customer having this problem because it is now written on their website that they are encountering shipping problems but provide no dates as to when we can expect shipment of products needed.

Sent: Saturday, June 17, 2017 7:30 AMTo: Sheri P[redacted] <[redacted]@PetSmart.com>; Justin M[redacted] (Pet360) <[redacted]@pet360.com>Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. Update: I was able to successfully reach out to...

[redacted] regarding this complaint. We placed a new order together for [redacted]’s Feline and two task were created for the return and refund.  Thanks!

Dear Customer,
Our apologies for this recent issue with order [redacted].
Records indicate that a refund was processed to your credit card on November 5th for $91.26.
All future orders have been cancelled and any credit card information on the account has been...

deleted.
Again our apologies for this experience and thank you for shopping with us.
Sincerely,
Tina H[redacted]
Pet360

[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]
 Complaint: [redacted]
I am rejecting this response because:The business is working with an affiliate that places a bait and switch claim directly on their site. They do not make it clear that these claims are from a third party. The business has not stated an intention to stop working with an affiliate that uses deceptive business practices.I hold the business fully responsible for any deceptive statements placed on their website even when done so by a third party.I fully reserve any and all rights I may have to a claim against said company.I expect the full value offered on the website, which was $100.While I appreciate the gesture to discount my order it does not resolve the core complaint for myself or for any future customers.Regards,
[redacted]

To [redacted],I  understand you were not satisfied with our returns and exchange policy.  In the effort of providing quality customer service to all pet parents, we want to complete a refund for the purchase price for the [redacted]. The refund should appear in 3-5 business days with your...

credit card provider.  There is no need to return the product because Federal Regulations do not allow us to accept returns of Prescription Medications, Raw, Refrigerated or Frozen Foods. We can still fill your order for the [redacted] if you would like to give us another try.  I would also like to offer you 25% off on your next order and free shipping.  Again, I  am sorry this was your first experience on our site, but I would enjoy working with you to fulfill your dog food needs with any our specialty brands and products.Please contact me directly, if you have any questions or concerns.Sincerely,Char S[redacted]Customer Care Project Manager[redacted]@pet360.com