Pet Supplies Plus

I attempted to contact the customer on different occasionsThree times on the phone (full mailbox - unable to leave voicemail) and also via emailNo contact has been attempted back to me at the store to help resolve the issue

We apologize for the apparent confusion the customer experienced The offer was a Buy One Get One free offer, off the regular price for a savings of $per bag The advertisement will be addressed by our marketing group on ways to to improve it

Please see the attached response provided by the business: " [redacted] ,Upon receiving the complaint of and deceptive pricing practices an investigation was conducted and determined that there has been no advertising or misrepresentation and that our pricing labels are within all legal requirements.The customer has asserted that the pricing on the label was deceptive and misleading indicating that the unit price listed in orange as $was a sale price as other products in the store were labeled.Our labels exceed all the information required by the state and county of Ohio in which this store operatesSome states have more requirements than others such as New Jersey which requires the unit price be in color, hence we chose the orange background for our labelsOther states have minimum / maximum font requirements, and most states require per unit countsPet Supplies Plus has taken the most stringent requirements and made it universal across all Pet Supplies Plus storesEvery price label in the store has the orange unit price on it and has been that way for years since new ownership took overEnclosed please find a photo of the price and unit label along with the product it representsIn this case the label has unit a price of $3.49, it has the count per package listed as CT, and the font of the total price of the package $6.98, is times the size of the unit price and clearly stands out as the total cost of the packageThere is nothing deceptive in the pricing labels used and the customer was not charged double."

Please see the response provided by the business attached:Revdex.com Manchester Rd Akron, OH Subject: Customer complaint # *** *** ***, Upon receiving the complaint of not providing a price match as advertised an investigation was conducted and determined that
no advertising or misrepresentation transpired in this alleged claimWe strive to be as accommodating to our customers as we can and in this case tried to go above and beyond what our match policy entailsThe sequence of events and resolution found in our investigation is as followsThe customer came in to buy 10-cases of cat foodWhen they got to the register they stated that the price was cheaper at one of our competitors and that they would like that same price matchedIn addition they wanted to use other discounts to get it even cheaperThe cashier asked the customer if they had the ad listing the competitor's priceThe customer could not produce an ad showing the price of the cat foodThe cashier was not sure how to handle the transaction without an ad and the discounts the customer was asking for so the manager on duty was calledThe customer presented a receipt but the manger explained that without the ad showing that the competitor's price was still valid we could not sell the cat food at the price on the receiptThe manger also stated that we do not honor a competitor's bonus perks program discount since that is earned for shopping in another storeThe customer became angry, started to raise their voice, and argue with the managerThe manager tried to calm the customer down and offered to call the competitor to see if the sale was still going on and/ or what the current price of the cans were and that we would match the price they quoted over the phoneThe customer got angry again raising her voice louder and demanding the price match on the receipt providedAfter a couple minutes when the manager decided to try and call the competitor's store they admitted that the sale was no longer going thereHowever they continued to yell and create a scene in the storeThe manager offered to give the customer $off the total purchase since it was such a large orderAt this time the customer became quite animated, yelling and being belligerent about the store not honoring the price match as advertisedStating several times, "Do you know who I am!" Do you know what I can do to your store!" along with other statementsThe manager tried to offer the $discount again and apologized for not being able to sell her the cat food at the same price on the receiptThe customer continued to yell and cause a scene attracting the attention of all the other customers in the storeAfter several minutes of continuous yelling they finally left the store rejecting the offer when the manager did not move from the offer of the $offThe customer did receive a price match the week prior as stated in complaint but it was done in errorThe transaction was done by an employee that did not understand the policy, they had not asked for the physical ad for proof of the competitor's price, nor did they ask for guidance from the manager before completing the transaction, which they should have doneThis customer tried to get a discount they knew was not valid and used intimidation tactics, yelling and threatening statements, to try and get the cashier and manager to cave in to their• demandDuring our investigation of this event, interviews with our employees in the store, the district leader that was on site at the time and a vendor that was present, the customers behavior had deteriorated so bad that the store personnel have been informed that if this customer returns and exhibits the same behavior again that the police should be called to escort out of the storeRuss TDirector Risk Management

We are responding to the complaint we received regarding the following sale We are very dismayed and shocked by the purchaser’s filing of this complaint and feel that we have gone above and beyond in this situation to try to resolve this situation and attempt to bring the purchaser some
satisfaction As soon at the purchaser contacted us we went into action trying to work with the purchaser on this issue We sent very detailed images of the unit and exact diagrams so the purchaser knew exactly what the unit looked like prior to purchaseOne of their main complaints was that “the belt did not fit” and we immediately explained to them in detail how to adjust the the tension of the belt in order to achieve the result they required In addition we even sent the purchaser a video showing the unit in full operation at our facility before shipment and how it functioned in complete orderWe of course represented the unit as “Used” and in ‘as-is’ condition We in no way represented the unit as a ‘POPE’ model unit In the written advertisement we stated that it was sold as: “ Used - Inch Wiped Film Evaporator”. We always communicated timely with the purchaser on every issue that they brought up to us, however we rarely received a response from them once we responded back We even offered to have the purchaser ship the Mixer and Head back and we would adjust it at no charge to the purchaser with a fast turnaround timeHowever, we received no response from the purchaser on this offer All parts were matched perfectly and we assembled the unit in our facility, tested the unit for hour and videoed the test run and sent the video to the purchaser before shipment of the unitThough the unit was advertised as ‘used’, we believe the condition was Used - New, and we did outfit the unit with many new parts We are dismayed that the purchaser filed a complaint about this transaction as we represented everything about the unit upfront even assembling and videoing the unit before shipping and always communicated with the purchaser on any issues related to the unit Lastly, we even offered (at no charge) to make any adjustments needed to the unit if the purchaser send us the unit We feel we have gone above and beyond in this situation to attempt to rectify the situation to the purchaser’s satisfactionThank you.

In response to *** ***No we did not know the bird was sick when the animals we ordered for our inventory. If we knew that when they were ordered we would never had ordered them. We did submit her claim to our insurance *** Insurance Company and they have been dealing
with this ever since. Mr* *** *** from *** is handling this and there must have been some miscommunication between them. Here is his response which I did have him email me to send to you. I apologize for the delayed responseI reached out to Ms*** this morning and left her a message to call me back to discuss her claim in detailThere must have been a misunderstanding as I explained to her the claim process and how I wanted to wait until all treatment was complete to gather all the bills incurred to confirm the final amountI had explained to her once we send a release and have it signed that is the final and only payment we can process on the claimIn review of the complaint, it appears the bird is doing great and no more treatment is needed related to the bird’s illnessI will get with *** and confirm the same to get this matter resolved asapIn the meantime, you may reach me at the number listed below or via email should you have any additional questions or concerns Regards, *** ***, CRIS Claims Specialist- Liability *** * *** *** *** *** ** *** * *** ***

We received the Revdex.com customer complaint regarding confusion of pricing on our Buy One, Get One offer on Timothy Hay for rabbitsUpon receiving the complaint an investigation on the matter was conductedThe sequence of events and resolution found in our inquiry was as followsDuring the time frame
of Nov 28th through Dec 28th, Pet Supplies Plus ran a Buy One, Get One ad for Timothy Hay rabbit beddingSee Exhibit AThe regular sale price of the item was listed on the shelf at $See exhibit BThere was an additional sign that showed what the savings would be which was $per package after applying the buy one, get one offerThe customer was insisting that sign listing the $was the current selling price not marked down from $and the buy one, get one offer should be applied against the $priceThe manager tried to explain that the sign was showing the savings equivalent from the buy one, get one offer and that the regularly marked price was still listed and visible on the shelfThe customer did not want to accept that explanation, became angry, argued for a while and then left the store.While we regret the confusion this customer experienced we followed retail industry standards and state regulations on pricing display.Sincerely, Russ *** Director Risk Management

Please see the attached response provided by the business: "[redacted],Upon receiving the complaint of false and deceptive pricing practices an investigation was conducted and determined that there has been no false advertising or misrepresentation and that our pricing labels are within...

all legal requirements.The customer has asserted that the pricing on the label was deceptive and misleading indicating that the unit price listed in orange as $3.49 was a sale price as other products in the store were labeled.Our labels exceed all the information required by the state and county of Ohio in which this store operates. Some states have more requirements than others such as New Jersey which requires the unit price be in color, hence we chose the orange background for our labels. Other states have minimum / maximum font requirements, and most states require per unit counts. Pet Supplies Plus has taken the most stringent requirements and made it universal across all Pet Supplies Plus stores. Every price label in the store has the orange unit price on it and has been that way for 6 years since new ownership took over. Enclosed please find a photo of the price and unit label along with the product it represents. In this case the label has unit a price of $3.49, it has the count per package listed as 2 CT, and the font of the total price of the package $6.98, is 2.5 times the size of the unit price and clearly stands out as the total cost of the package. There is nothing deceptive in the pricing labels used and the customer was not charged double."

Company responded via phone as follows: Company contacted the consumer and apologized for the incident.  Consumer came to the store and picked up a $50 gift card.  They believe this has been resolved at this point.

I attempted to contact the customer on 4 different occasions. Three times on the phone (full mailbox - unable to leave voicemail) and also via email. No contact has been attempted back to me at the store to help resolve the issue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would like a response with how is it "my confusion" or "the customers confusion" when the sign is clear on the attached picture sale price with card $4.99 and a additional sign displaying buy one get one free? My attached picture is very clear on the pricing. It is the companies display not my or any other "customers confusion". They need to realize that this is false advertising and understand to post one or the other. Regards,  [redacted]

We apologize for the apparent confusion the customer experienced.  The offer was a Buy One Get One free offer, off the regular price for a savings of $4.99 per bag.  The advertisement will be addressed by our marketing group on ways to to improve it.