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Pet World, Inc.

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Pet World, Inc. Reviews (5)

[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.  please be informed the address of the store in question is [redacted] ** and I did ask the cashier for the special and she got nasty and absolutely refused to honor the advertisement and the manager supported her position all the wayi find this to be very frustrating as I did meet the guidelines of the ad's offeri will go back to the store in question to receive the two treats you are offering me and I thank you for your understandingi just wish the employees of this store had the same understanding
Regards,
 
[redacted]

This letter is in response to the complaint ID [redacted] made
on February 17, 2015.  I believe the
complaint was in reference to the portion of the Pet World ad in the Sunday
February 15th Milwaukee Journal pictured below.
This ad had just started
on the date of the complaint...

and we were not aware that there was a misprint at
the time that the customer had come into the store.  The ad should have stated Free Treat with
purchase of any dry cat food.  We
agree with the customer that this misprint omitting the word DRY is unclear of
that and therefore we can understand that they would feel that they made of the
canned cat food would also qualify.  If
the customer had asked for a manager at the time they would have been able to
take care of this right away.  We then
would have either informed the cashiers of this change or addressed the
misprint appropriately in the store to avoid further conflicts.
We will be contacting the customer
with the attached letter via email to offer a free treat to them the next time
that they come into the store to remedy this issue as that would have been what
happened had they contacted us directly as well as apologizing for the
confusion.   In addition we will be
providing a second treat in apology for the inconvenience. 
If any further information is
needed please feel free to contact me.  I
do float around from store to store so email is the best way to reach me or you
may leave a message at our Greenfield location and they will get it to me asap.
[redacted]
General Manager
Pet World Warehouse Outlet, Inc.
Dear [redacted]

I would like to first state that our company has been serving the Rochester community for over 46 years. We started our business with the goal of carrying quality products at reasonable prices and to have professional and knowledgeable employees and we have continued that goal throughout our years...

in business. I believe if you look at our record we have very few problems in those years. On Saturday August 26th; 2017 my employee, who has worked for us for over thirty ·years received a call from this customer stating that she had an accident with her filter she bought from us. She had broken a part andneeded a replacement part and she did not have her receipt but it was bought in early August. My employee said that she would check with her manager (me) and if the customer waited until 2:30 to come in that her manager would be here and either have a part or a solution for her. My employee also offered to look up the receipt in our system so she would have it for working with the manufacturer if necessary.  In the meantime my employee called me to let me know about the problem and to see how to solve it. She informed me that we did not have another one of that same model filter on our shelf where we could steal a part. I said that I would check when I came in but she might need to go through the manufacturer and to make sure to give her the info to contact them, if needed, on Monday since the company service department was not open on the weekend and also a copy of her receipt. My employee called the customer back to inform her that she found her receipt for her and if she came in when I was here I would be able to help her. When she called the customer, the customer said she was already on her way.  The customer came in before I was there and waited patiently until one of my other long time employees looked at the parts she brought in. She came in with only part of the filter so he was unable to test the filter. The part that was broken was part of the major motor housing, the major cost of the filter and not a repair part. Only a couple small clips were broken but built into a major housing that is not a repair part. We do stock many parts and have repaired many filters through the years saving people lots of dollars. But this was a unique part to this size filter and would require replacement of the filter. My employee informed the customer that this broken part needed to come from the manufacturer. He also checked to see if our other store had this filter in stock. But they were out of that filter so without that part it was unrepairable at this moment. we would have given her theentire part out of a new filter if we had it in stock. When I came in the first thing I did was look for a part and sorry to say we did not have a spare part or a new filter, they were on order but wouldn't be in until the following week.  I found a canister filter to loan to the customer so her fish would be ok until the part could come to her. I called  her at that time to inform her that loaning her a filter was my best solution until Monday when the manufacturer  could be contacted. At that point the customer said she had already gone to [redacted] to purchase a filter and was all set. I encouraged her to contact the company, she had her receipt now and the manufacturers would  probably replace the part for her. I told her I would appreciate a call back if the manufacturer would not help her because if so I needed to know for future problems and I would pursue it further. Since I did not hear back from her I assumed she had results from the company and was being taken care of This letter from the Revdex.com was the next thing I heard. It was received it at our Country Club Plaza location on August 31st which is not the store involved. The filter and media was purchased from our Ridgemont Plaza store at 2833 Ridge Rd. WestRochester NY 14626.  The customer never asked to return the filter, she mentioned she herself broke the part, she never returned the  whole filter and we tried to offer her a solution. Plus at this point she has trashed us on social media (copy  attached) and wasted both your time and ours by contacting the Revdex.com before she even asked for a refund. I feel  that this is very unkind of her. We have always tried to give exceptional service to our customers. We like our customers to be happy with the products we sell and our service. I also note that she filed this complaint with the Revdex.com on Sunday 8127, the next day, before she even tried to talk with the customer service department at  the manufacturer, which probably would have given her results even though she broke the part.  I am sorry she did not wait for me to help her as we had asked but I am willing to refund the filter ($99.99) and the media ($5.99, 6.49, 4.89, 6.99) plus tax totaling to $134.30 as long as she returns the filter and materials to  us. I feel I need to return this filter to the manufacturer both for credit and also so they can decide if it is a defective part they need to redesign to make the parts more durable. We sell six different canisters by this company and I have sold over 20 of this CF300 filter alone and over 100 in total of their filters only having two  other minor problems which I know of and the company replaced them for the consumers.  Thank you for letting me tell our side of the story. Please inform the customer that she needs to return the filter  and any media she has left for her refund to her credit card account. The refund must go to the same creditcard used for the purchase. I would appreciate if she called before she came in and I can personally take care  of her refund so I know it is handled correctly. I am sorry that she felt we did not meet her needs here at Pet World even though we tried to assist her in many ways. I would also ask the customer to change or delete her review of this experience on Google as it misrepresents both the facts and the spirit of this transaction.  Sincerely  Margie  Manager, Pet World Ridgemont Plaza L0/E0

Review: I purchased two cases of canned cat food and in there advertising flyer it stated "free treat with purchase of cat food"

"free 2oz ideal balance or 2.1 oz science diet cat treat with purchase of any cat food"

"one per customer while supply's last'

when I checked out the cashier said it only apply to bags of cat food

I disagree there is no listed terms or conditions stating this anywhere on the flyerDesired Settlement: I would like the 2 oz ideal balance as stated in said advertisement

Business

Response:

This letter is in response to the complaint ID [redacted] made

on February 17, 2015. I believe the

complaint was in reference to the portion of the Pet World ad in the Sunday

February 15th Milwaukee Journal pictured below.

This ad had just started

on the date of the complaint and we were not aware that there was a misprint at

the time that the customer had come into the store. The ad should have stated Free Treat with

purchase of any dry cat food. We

agree with the customer that this misprint omitting the word DRY is unclear of

that and therefore we can understand that they would feel that they made of the

canned cat food would also qualify. If

the customer had asked for a manager at the time they would have been able to

take care of this right away. We then

would have either informed the cashiers of this change or addressed the

misprint appropriately in the store to avoid further conflicts.

We will be contacting the customer

with the attached letter via email to offer a free treat to them the next time

that they come into the store to remedy this issue as that would have been what

happened had they contacted us directly as well as apologizing for the

confusion. In addition we will be

providing a second treat in apology for the inconvenience.

If any further information is

needed please feel free to contact me. I

do float around from store to store so email is the best way to reach me or you

may leave a message at our Greenfield location and they will get it to me asap.

General Manager

Pet World Warehouse Outlet, Inc.

Dear [redacted]

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. please be informed the address of the store in question is [redacted] and I did ask the cashier for the special and she got nasty and absolutely refused to honor the advertisement and the manager supported her position all the wayi find this to be very frustrating as I did meet the guidelines of the ad's offeri will go back to the store in question to receive the two treats you are offering me and I thank you for your understandingi just wish the employees of this store had the same understanding

Review: I returned a product to this company that was defected and never worked. I stated this at the return, where I was given a store credit for my purchase since it has been over the 7 day refund policy. The policy clearly states that refunds will be made within 7 days of purchase or at manager's discretion. I explained my situation to the manager on duty, [redacted]. I said that the product did not work and this was the first time I was to return to the store as it is no where near where I live or work. The return was 20 days from the date of purchase.

I was told he couldn't do it because he would be questioned by the "higher ups". I asked about the "manager's discretion" part of the policy and he said "that doesn't mean anything". I then contacted the owner of the business via email and was rudely replied to.Desired Settlement: I would like a refund of the amount of the defective product returned to my credit card for the amount of $88.08 - the amount of the original sale.

Business

Response:

A customer purchased a light fixture from our store on January 4th, 2014. On January 24, 2014 the light fixture was returned defective. Our return policy is clearly posted behind all cash registers. In addition we have postings on the counter next to the registers addressing key points of the policy and directing customers to check the full posted policy for our store. I have included photos of both for your records. Finally every receipt printed has the following statement on the bottom; "Photo ID required for all refunds or exchanges and must be made within 7 days. No cash refunds with a check purchase. Store credit only. All live stock sales are final. Thank you." I printed a duplicate receipt of the original sale involved. The only difference between this receipt and the one the customer received with the original sale would be the bold "DUPLICATE RECEIPT" found on this one. As you can see we do everything we can to assure the customers are aware that all returns need to be made within 7 days.

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Description: Pet Supplies & Foods - Retail

Address: 711 W 23rd St # 26, Lawrence, Kansas, United States, 66046-4406

Phone:

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Web:

www.springfieldveterinarycenter.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Pet World, Inc., but after several inspections we’ve come to the conclusion that this domain is no longer active.



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