Pet Mountain

[redacted] , Your satisfaction is extremely important to us and would like to investigate your claim in detail to conclude this in a timely mannerOur shipping methods are displayed as "Get is by" not "Get it before" and never displays Saturday or Sunday dates as shown in the attached screen shot for your reviewCould it be possible you may have seen this on another website? Would you have a screen shot our our shopping cart page supporting your claim so we can add this to the investigation and further assist you? Thank you for you time and assistance! Thank you, Customer Service www.PetMountain.com

We have issued a full shipping refund on both of [redacted] ’s orders to remedy the situationPlease let me know if we can be of any further assistance Regards, Customer Service www.PetMountain.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I did speak with the owner who apologized for how it was handled If they would have let me know, that the product arrived damaged and explained the issues with me, I would have responded much better All I knew was that I was accused of using the object, which I did not, and not packing it properly, and I did my best to pack it well I will continue to do business with them but just wished that they had handled it with better communication Regards, [redacted] ***

[redacted] We currently offer shipping methods that vary in speedThe method you chose was our Free Saver Shipping (5-business days)This Saver Method utilizes a service called Smartpost where the USPS delivers the packageWe also offer a faster Ground Shipping Service (2-Business Days) delivered by ***This faster shipping method does cost more since its delivered in half the time when compared to our Saver ShippingThe fee you mention isn't a door delivery feeThe cost covers the fees charged by [redacted] to deliver the package in less timeWe also offer Overnight Shipping (Business Day) delivered by [redacted] and this service does cost more than Ground and Saver since its delivered by airIf USPS is unable to deliver to your address due to the rural nature of your address could a friend, family member or neighbor be kind to assist you with a pick up from your mail box so you wouldn't have to leave your home? If not, we recommend upgrading to [redacted] Ground to eliminate USPS from handling future packages for peace of mindIf you need any further assistance feel free to contact us at 1-888-373-and we will be happy to help

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that these responses would be satisfactory,and reasonable to me I accept your explanations, and statements regarding your Price Guarantee, and Happy Guarantee, BUT I DO NOT want to take your offer, for it would be a loss to you if I accepted it My intention was NOT to get your merchandise free of charge It was your customer service representatives' initial responses that made me feel you wronged me, and brushed me away after the you got my payment I hope by this time, you have accepted the fact that even though I wanted to contact you Before finalizing the transaction, I could not get any help I consider this complaint resolved Thank you both of you Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The dates shown on the petmountain.com web site specified my first order would arrive before 10/11/14, and for the second order before 10/12/Whether this isn't possible with ground shipping is not my fault, it was advertised on the companies website Regards, [redacted]

Hi ***,Thank you for contacting us regarding your recent order #***Unfortunately, the returned merchandise did not pass inspection:Items were not returned in a corrugated shipping box to prevent damageAquarium arrived shattered in the corner due to inadequate packing material
Shipping label was placed on the product box and cannot go back to stockItems were not in their original condition as outlined on our return instructions.To remedy the situation we have processed a full refund of the product cost as a time courtesyIf you need any further assistance please contact us at *** and we will be happy to help.Thank you for shopping with us, we appreciate your business!Regards,Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
THEY NEVER GAVE A REFUND !!! ..*** *** PAID ME BACK OUT OF THEYRE OWN POCKET !!PEOPLE NEED TO KNOW WHAT KIND OF COMPANY THIS IS

Thank you for contacting us, your satisfaction is extremely important to us! After reviewing your order, it appears that you placed your on Tuesday September 1, at 1:21pm PST, which is past our 12:00pm PST same day shipping cutoff detailed on our shipping policy and product pagesYour order
shipped on-time the following business day, Wednesday September 2, Please note that FedEx does not count weekends as business days and the day after shipment is considered the 1st business day in transitYour package was delivered on-time on the 3rd business day on Tuesday September 8, Unfortunately, FedEx was closed on Monday September 7, in observance of the National Holiday Labor DayOur shipping estimate tool on our shopping cart page displays the delivery dates for your convenience so you can make an informed decision before placing your orderIf you need any further assistance, please contact us at *** and we will be happy to help!Thank you for shopping with us, we appreciate your business!

Thank you for contacting us regarding your recent purchase, your satisfaction is extremely important to usWe reviewed your order history and it appears that USPS has delivered packages to your door in the pastWe tracked you recent purchase the tracking #*** has the following
USPS message alert "We attempted to deliver your item at 3:pm on December 30, in ***, PA *** but could not complete the delivery because the employee did not have access to the delivery locationYour item will go out for delivery on the next business day." We contacted the USPS for more information and it appears a gate was closed blocking access to your delivery addressFor your convenience we have scheduled a redelivery for tomorrow 1/4/18, USPS confirmation # ***If you need any further assistance please call us at 1-888-373-and we will be happy to help!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This does NOT address my complaint1- the gate is not locked and often not even latchedIf they said they could not enter, that is a lie2- As I have explained before, the USPS NEVER delivers to the doorThe mailboxes are situated 1/2+ miles from the residence down a private gravel roadI am elderly and disabledI need guaranteed delivery to the residence which is not done by USPS***, ***, ***, ***, ***, etc., all do deliver TO THE DOORI should NOT have to pay an additional fee for home delivery...not delivery to mail boxes which though I have 2, one regular size and one extra large size, your package fit in neitherTherefore it requires me to make special arrangements to make the 5+ mile trip to meet with the mail lady to pick up any extra large packagesOften, becuse of my physical condition, this is impossibleYou used a box that was 3-times larger than what was necessary for the items I ordered which did not fit into the extra large mail boxBut even that is not the issueThe order should have been delivered to the residenceThe gate is a simple small black gate which again is NEVER locked and easily opened by neighbors who are in their 70'sGuarantee delivery TO THE DOORI would suggest you file a complaint with ***They liedTo demand an extra fee from the customer is not consistent with your claim that *** claims they attempted deliveryThey also could have left the box at the gate which is next to the garage doorI have had issues with *** in the pastThey have left packages at the mailboxes where anyone can steal them simply because they are unwilling to bring items down the roadThough, they have in the pastIt apparently depends on the driver and whether or not they 'feel' like doing their job as requiredAlso, I had requested notifications by *** and never received any that stated they attempted deliveryEither way, either guarantee Home delivery...not mailbox delivery...or waive additional feesOtherwise, I will purchase products from other suppliers who do their job as stated...HOME DELIVERY.
Regards,
*** ***

We have issued a full shipping refund on both of [redacted]’s orders to remedy the situation. Please let me know if we can be of any further assistance.
 
Regards,
Customer Service
www.PetMountain.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In addition, Pet Mountain claims that attempted delivery was made on 12/30. Here is the info by [redacted] and there is NO record of any such attempted delivery: Travel HistoryHideHelp[redacted] 
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacte...⇄ In addition, I spoke with [redacted] at the local [redacted] office at ###-###-####. They never attempted to deliver to the residence as Pet Mountain claims. No 'gate' was ever an issue. The package was delivered to the Post Office on 12/27 by [redacted]. So it would appear that Pet Mountain is either lying about an attempted delivery by [redacted] on 12/30, or...??? I then spoke with Mark at the local Post Office at ###-###-####. He indicated that a substitute scanned the package incorrectly 2 days in a row as 'no access'. So, again, the 'gate' was NEVER an issue. He simply could not fit the box into the mailbox and never left a note as he was suppose to do to inform me, the customer, that a package was available at the Post Office. I then called [redacted] back and spoke with the manager, Trevor. In his research, it was determined that the shipper, Pet Mountain, specified that the package be delivered [redacted]/Smart post...not as [redacted]..to save a 'few bucks'. In addition, it also causes the delay (I had placed my order on 12/17 and finally received it 1/3). So, bottom line, Pet Mountain IS at fault because even though they indicate [redacted] delivery to the home, they are shipping using [redacted] Smart Post which has caused all this confusion and an incredible inconvenience to the customer. So, again, I need to be guaranteed that Pet Mountain will ship orders [redacted] as they say they do, and not [redacted] Smart Post which redirects packages to the USPS so that Pet Mountain can save a 'few bucks', or I will purchase my products elsewhere.   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The dates shown on the petmountain.com web site specified my first order would arrive before 10/11/14, and for the second order before 10/12/14. Whether this isn't possible with ground shipping is not my fault, it was advertised on the companies website.
Regards,
[redacted]

[redacted],Thank you for contacting us regarding your recent purchase with us. After reviewing your order placed on Sunday October 1, 2016 it appears you selected the free saver shipping (5-8 business days) and it shipped on-time the next business day October 2, 2016. FedEx Tracking...

#: [redacted] shows your package was delivered yesterday Saturday October 15, 2016. We contacted FedEx on your behalf regarding your shipment and they confirmed the delivery was delayed due to the hurricane that caused flooding and hazardous conditions in the Southeast, U.S. If you no longer want your order simply reject your package and we will be happy to issue a full refund upon receipt. If you need any further assistance please contact us at [redacted] and we will be happy to help!Regards,Customer Service

[redacted]We currently offer 3 shipping methods that vary in speed. The method you chose was our Free Saver Shipping (5-8 business days). This Saver Method utilizes a service called Smartpost where the USPS delivers the package. We also offer a faster Ground Shipping Service (2-5 Business Days) delivered by [redacted]. This faster shipping method does cost more since its delivered in half the time when compared to our Saver Shipping. The fee you mention isn't a door delivery fee. The cost covers the fees charged by [redacted] to deliver the package in less time. We also offer Overnight Shipping (1 Business Day) delivered by [redacted] and this service does cost more than Ground and Saver since its delivered by air. If USPS is unable to deliver to your address due to the rural nature of your address could a friend, family member or neighbor be kind to assist you with a pick up from your mail box so you wouldn't have to leave your home? If not, we recommend upgrading to [redacted] Ground to eliminate USPS from handling future packages for peace of mind. If you need any further assistance feel free to contact us at 1-888-373-8686 and we will be happy to help.

Christine,Thank you for contacting us regarding order #[redacted]. A refund was processed on 1/13/16 to remedy the situation in a timely manner.Regards,PetMountain.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.   I did speak with the owner who apologized for how it was handled.   If they would have let me know, that the product arrived damaged and explained the issues with me, I would have responded much better.  All I knew was that I was accused of using the object, which I did not, and not packing it properly, and I did my best to pack it well.   I will continue to do business with them but just wished that they had handled it with better communication.  
Regards,
[redacted]

[redacted],
Thank you for contacting us regarding order #[redacted] placed on 5/23/15. Your satisfaction is extremely important to us!
Our Low Price Guarantee can only be applied to new orders prior to placing your order and cannot be combined with a coupon. On 5/26/15 you emailed us regarding your...

order #[redacted] inquiring about our Low Price Guarantee. After reviewing your order we confirm that you save more money with the BONUS coupon that took $30 off your order rather than the $10 off you would have saved through a low price guarantee. Low Price Guarantee's are entered as a coupon at the time of purchase if applicable.Here is our Low Price Guarantee Policy for your review - http://www.petmountain.com/content/37/shipping-rates.html 
Low Price Guarantee:
You deserve to always pay the lowest price online when shopping with PetMountain. If you find a lower price online simply call us at 1-888-373-8686 with the competitor website and model number prior to placing your order and we will match the total price for you! We reserve the right to refuse requests that cannot be verified or appear to be misrepresented or fraudulent.
Low Price Guarantee Guidelines:1. New items only.2. Coupons are not applicable.3. Price adjustments will be honored for online stores only.4. The total price of the item including taxes, handling, shipping and any additional charges will be calculated to ensure you pay the lowest price.If you need any further assistance please contact us at 1-888-373-8686 and we will be happy to help. Regards,PetMountain.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Revdex.com of San Diego, please consider the following factors:
First, the business did purposefully neglect the fact that before I placed the order, I already tried to contact the business by live chat and by phone,but the business had been closed due to the weekends and Memorial Day on the 25th.  Had I emailed the business that very early morning, on the 23rd at nearly 2:00 AM my time, I still would not have had any price adjustment from the business.--NOT that I asked for an after-sale adjustment.  Consequently, to avoid missing the sale price of "$30 off on any order of $99.99 or more", I placed the order before the sale ended, and I contacted the business at the earliest possible on the day after Memorial Day with my innocent faith that the business would willingly adjust the price for me once it could verify the standing sale price of its competitor.  Below is a copy of my original email to Pet Mountain regarding its higher price:  
Message: The Rena canister in this order #[redacted] was sold for only $89.99 on petsolutions website. On the 5/23 till now, 5/25, this $89.99 is still the selling price. How come your "lowest" price be higher than your competitor's price? Please price match it for me, and send me the adjusted charge on my card for this transaction via email. Below is its webpage: http://www.petsolutions.com/C/Aquarium-Canister-Filters/I/Rena-FilStar...⇄ /> Secondly, the sale Pet Mountain had for two days, on the 22nd, and 23rd and by midnight (PST), it ended.  That was a special two-day sale as opposed to price matching.  I did not ask for a double-coupon sale on the item--This was NOT contradictory to the Lowest Price Guarantee of Pet Mountain.  I did not ask for an unreasonable price adjustment.  
Thirdly, the business simply did not attempt to verify its competitor's price since its competitor's price was truly LOWER, at $89.99 on the 23rd TILL NOW as opposed to Pet Mountain's so-called lower price at $99.99.  In fact this price of Pet Mountain now is still $99.99--that's $10 more than its competitor's price.  
http://www.petmountain.com/product/aquarium-canister-filters/11442-107524/api-ap...⇄ /> The bottom line is:  Pet Mountain does not and did not honor its advertisement.  The "lowest price" is not really the lowest.  The fact is that if any consumer now buy the same item I did on the 23rd, Pet Mountain's price is still HIGHER than Pet Solutions' price, AND Pet Mountain does not try to make its consumer "happy" as advertised, either.  These two "guaranties" are misleading or deceiving to some degree.  Besides the price-matching that I ask for, my complaints is also a warning for future consumers, and these complaints and facts will be filed with the Revdex.com.    Regards,[redacted]