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. 
Regards,
[redacted]

The product on auto ship was on sale when the auto ship was originally created, and at the time of most recent processing it was not.  Our sales schedule changes on a monthly basis, which is why the product is now on sale again ($31.98).  Our website states that auto ship prices are not...

locked in and are subject to change, which is why the customer was not offered a refund.  I have included this information below: The prices of the products on your Auto Ship order are not locked in, so your price may change. If an item on your Auto Ship goes on sale, you will get the sale price and all applicable Auto Ship discounts.  You will always get the lowest price listed on our website, guaranteed! While this information is stated on site, we are happy to refund the customer $27.22 as a one-time courtesy because the product was put on sale so quickly again.  The original subtotal for the product was $91.18, 2 bags at $45.59 each.  We will honor the sale price of $31.98 per bag (a total of $63.96 for two), and her refund of $27.22 will post to her account within 3-5 business days.     Please let me know if you need any additional information. Thank you, Cait F[redacted]Supervisor, Customer CarePet360

Dear [redacted],I sincerely apologize for any inconvenience you've experienced while shopping with our company and for any misinformation you received.  Our expedited orders do not follow the same processing time frames as ground shipping orders (24-48 hours).  Any expedited order placed...

before 2 PM will ship the same business day.  While our company properly shipped your order, it appears that [redacted] held your package an additional day, which is why it did not reach you in one business day as guaranteed.  It appears a representative has already refunded you for half of the shipping cost associated with your order, in the amount of $11.25.  I have requested an additional refund in the amount of $11.24, to compensate you for the entire shipping charge assessed on your order.  Please allow 3-5 business days for processing.  Unfortunately, because this matter pertains to a shipping issue, we will not be refunding the entire order.  If you would like a full refund, please contact us for return instructions.

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

[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:
 Unfortunately , the business never coordinated a pickup date with me. I did not feel it would be wise to leave four  boxes with hundreds of dollars of merchandise sitting outside in inclement weather to be stolen. If they would like to have their merchandise picked,  up they may schedule a pick up any time  starting  Monday. The boxes will be left outside where they can be retrieved. If the business does not wish to have the packages picked up, or the packages are not retrieved by next Monday then I will donate them to a worthy charity. Otherwise this response is perfectly acceptable to me thank you.
Regards,
[redacted]

Dear [redacted],
Thank you for reaching out to PetSmart.  I am sorry for the troubles with your order. I have been in contact with our ecommerce team and asked them to reach out to assist with a resolution.
Sincerley,
Jessica

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

Dear [redacted],
Thank you for reaching out Pet360 regarding your order.  I am very sorry for your experience and thank you for the opportuntiy to resovle this for you.  We have reshipped your order, expidited shipping with [redacted], you can expect to recieve the shipping confirmation...

shortly.  Additionally we have credited $10 to your credit card for the inconvenience.  We will reach out to our call center to coach them accordingly on your call.
Thank you,
Jessica

Hi [redacted],Thank you for reaching out to Pet360.  I was sorry to hear about the trouble you had with your order. I have escalated this to our online support who have notified me that they were able to get in contact with you to provide a refund on the shipping fee. We thank you for bringing...

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

We are sorry to hear about [redacted]’s experience with our website.  We have refunded the 2 duplicate orders totaling 369.14 and have placed a note on the account for a 25% discount on a future order.

Hi April,
Sorry for our delay in responding.  I see your package was reshipped to you and received on 5/17.  If you did not receive that package, please let us know at ###-###-####. 
Thanks
Jessica

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]

[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]

Dear Customer,
Our apologies for any confusion with your recent purchases.
Our records indicate that on order [redacted] you purchased item [redacted] / qty 2
This is a 6 dose item and with a quantity of 2 you were shipped 12 doses for $86.68
Your second order...

[redacted] you purchased item [redacted] / qty 1
This is a 12 dose item and with a quantity of 1,  you were shipped 12 doses for $77.34.
As a courtesy we will credit back to you the difference between the two items or $9.34.
The picture of the product does not represent the item quantity being shipped.  That would be determined by the item quantity by price which is listed when you select an item for purchase.
Our supervisor has indeed contacted our marketing /sales department with the request to update the picture with one that does not show the dosage in the future.
For your reference, as for costing - based on other companies our pricing is within the current market value:
1-800 Meds
6 dosage = $62.99
12 dosage = $119.98
 
[redacted]
6 dosage = $49.98
12 dosage = $89.88
PetMeds
6 dosage = $71.69
12 dosage = 136.59
Again, our apologies for any confusion and thank you for shopping with us at Pet360.
Sincerely,
Tina H[redacted]
Pet360

Dear Customer
Our records are in agreement as to our coupon policy however we do now show receiving the coupon to redeem.
Until we receive that and the original invoice, we cannot issue any refund.
Sincerely,
[redacted]
Customer Care...

Department
Pet360

Hi [redacted]
Thanks for reaching out. I  was sorry to hear about your order.  Our customer service department has issued a full refund for the product and shipping.  Thank you for sharing  your experience with us.
Thanks
Jessica

Dear Revdex.com,1. Order # [redacted] was placed on 3/28/2015 by customer [redacted] directly via our website2. Order # [redacted] was approved by Vet at Banfield on 04/01/20153. On 04/8/2015, the customer contacted Customer Care representative S. M[redacted] who instructed Ms. Tiison that she would need to...

submit order for return on her own since the order was not placed by Pet360.a. This is following the typical policy in which we do not pay for a shipping refund if it is not our error, please see below for our return policy as documented in our FAQ's on Pet360.c.om® What is your Return Policy?If you aren’t completely pleased with your Pet360 order you can return unused and in original packaging items within 30 days.. Our team of dedicated retrievers will work with you to ensure your return is handled smoothly ana you get exactly wnst you warn, delivered to your door.To make a return your order:• Contact us via email (cafe®pet360.c&m) or toll free via telephone ###-###-####.» Our Care Depar tment is open Monday-Friday 8:00am - 10:00pm, Saturday-Sunday 9:00am - 5:30pm ET.« Request to return a product and we will give you an RMA Number.* Package your order and clearly write the RMA Number on the OUTSIDE of the return box.• Place you packing slip that came with your order inside the box.* Ship the box to the following address:Pet.360 / NF1[redacted] Cherry Hill, NJ [redacted] RMA #_Please note, when returning an order for a refund, you are responsible for the return postage, if however an error occurred on our part, we will happily pay for the return shipping to ensure your satisfaction. Once we have received the shipment, we will issue a refund to your method of payment.Cue to federal regulation, we cannot accept returns on any prescription medication or frozen food products.4. Customer called back on 4/14 asked for a label from Customer Care representative E. M[redacted] who reinforced our policy and then passed the escalated call to a member of our leadership team C. F[redacted].5. C. F[redacted] {supervisor) continued to agree with our return policy6. Customer then spoke to R. K[redacted] ( supervisor), due to escalated nature of call R. K[redacted] allowed the customer to receive a label with tracking # l[redacted] via [redacted]7. Per the tracking information on [redacted].com the package was returned to our warehouse in Cherry Hill, NJ on 04/21/2015 . Typically, we take 3-5 to receive the paperwork from the warehouse to our Corporate office in Plymouth Meeting, PA8. The refund for the full issue was submitted 4/30 for the total amount of the order for $54.29 If you have any other questions, please feel free to contact either myself or my office.Thank you,Katie CManager. Customer Care

[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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. A full refund was credited to my bank account yesterday. The missing product was received 2 days after I verbally informed Stephanie that I had filed a complaint with the Revdex.com. This is acceptable, but I will no longer order from the company or recommend it to other people.
Regards,
[redacted]

Review: On September 1, 2014 I made a purchase and then called Petfood Direct and canceled the order and also told them to cancel the autoship on that account. I never made a purchase at all from them ever. Saturday night November 1, 2014 I received an email from Petfood Direct saying they shipped my order. I immediately got on the phone that night but they were closed. They were open for business on Sunday November 2, 2014, I called first thing in the morning and spoke to someone about this issue and she claimed it had shipped already. I told the girl this auto ship had been canceled back in September and they should not have charged my credit card, she said she would get back to me that day by phone or email and I never received any call or email. I told her lets honest here, the package has to still be in your warehouse because [redacted] does not pick up or deliver on Sunday. I called [redacted] on this and they had no record of this transaction just a tracking number, I wanted to stop this shipment. I had also contacted Petfood Direct by email on Saturday Nov 1, 2014 stating the nature of my business, I get an email Monday morning that the package has shipped and when it gets here to refuse it and when it comes back to them they will refund my card. Why should I have to pay for their mistake and wait for my money to go back into my account, that package should have never left that building, I contacted them as soon as I got the email on Saturday night Nov. 1st. I sent another email today Nov 3rd telling them to call [redacted] and return the package to shipper and they never responded. This company is a scam and they take your money, this is twice that they dropped the ball on this. I also told them to close my account and its still open. I am so upset about this, this needs to go on record. I want my refund right now and they can deal with getting their package back to them.Desired Settlement: I do not want to wait for my money when they made a mistake twice and they don't even call you back to resolve the issue.

Business

Response:

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

Consumer

Response:

I would like my complaint to stay on record about this company.