Pet World

[redacted] packed on 12/1/ It took hours longer than it should because they hired poor loaders (per the driver ***)At the end of the loading, they ask me to do a walk thru to ensure everything was on the truckI pointed out missed, including: A large wall clock and dresser glass top Before they left I check again to see if the items were goneCleaning the house for the debris left behind I discovered they did not load the items pointed outInstead they hid the itemsbecause they under estimated the space and running out of room (per ***) The clock was hidden behind a door (was previously still on the wall) The driver (***) arrived in AZ on 12/as scheduled I immediately showed him the pictureHe informed me that he had already called the [redacted] (GM) a few times complain himself about the loaderHe informed me that [redacted] was expecting my call and that I should also let him know about the clock and he will take care of itI left messages for Sean multiple tim

I would like to first state that our company has been serving the Rochester community for over yearsWe 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 businessI believe if you look at our record we have very few problems in those yearsOn Saturday August 26th; 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 usShe had broken a part andneeded a replacement part and she did not have her receipt but it was bought in early AugustMy employee said that she would check with her manager (me) and if the customer waited until 2:to come in that her manager would be here and either have a part or a solution for herMy 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 itShe informed me that we did not have another one of that same model filter on our shelf where we could steal a partI 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 receiptMy 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 herWhen 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 inShe came in with only part of the filter so he was unable to test the filterThe part that was broken was part of the major motor housing, the major cost of the filter and not a repair partOnly a couple small clips were broken but built into a major housing that is not a repair partWe do stock many parts and have repaired many filters through the years saving people lots of dollarsBut this was a unique part to this size filter and would require replacement of the filterMy employee informed the customer that this broken part needed to come from the manufacturerHe also checked to see if our other store had this filter in stockBut they were out of that filter so without that part it was unrepairable at this momentwe would have given her theentire part out of a new filter if we had it in stockWhen 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 herI called her at that time to inform her that loaning her a filter was my best solution until Monday when the manufacturer could be contactedAt that point the customer said she had already gone to [redacted] to purchase a filter and was all setI encouraged her to contact the company, she had her receipt now and the manufacturers would probably replace the part for herI 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 furtherSince 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 heardIt was received it at our Country Club Plaza location on August 31st which is not the store involvedThe filter and media was purchased from our Ridgemont Plaza store at Ridge RdWestRochester NY 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 solutionPlus 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 refundI feel that this is very unkind of herWe have always tried to give exceptional service to our customersWe like our customers to be happy with the products we sell and our serviceI 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 $as long as she returns the filter and materials to usI 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 durableWe sell six different canisters by this company and I have sold over of this CFfilter alone and over 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 storyPlease inform the customer that she needs to return the filter and any media she has left for her refund to her credit card accountThe refund must go to the same creditcard used for the purchaseI would appreciate if she called before she came in and I can personally take care of her refund so I know it is handled correctlyI am sorry that she felt we did not meet her needs here at Pet World even though we tried to assist her in many waysI 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/E

[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] [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, 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]

Theft of Furniture Pads, Claim denied due to lack of documentation, despite request by claimant to driver to document Furniture Pads
"I do not recommend using Berger/Allied for your moving needs They passively encourage their drivers to steal from you After making a note that we owned a stack of furniture pads to both the assessor and pointing it out to the driver, and requesting that he make note of it, I discovered on delivery that not only did the driver not deliver the furniture pads, but he also neglected to document them When I reported it to their claims division, and to Berger/Allied, their response was "if there was not written documentation of the missing pads, it will most likely be denied." If you do decide to use Berger/Allied, go through the shipping documents with a fine tooth comb Don't let them rush you to sign the documents without reading them and questioning everything Have a list of what you packed, and cross-check Because they do not hold themselves

*** *** packed on 12/1/ It took hours longer than it should because they hired poor loaders (per the driver ***)At the end of the loading, they ask me to do a walk thru to ensure everything was on the truckI pointed out missed, including: A large wall clock and dresser glass top Before they left I check again to see if the items were goneCleaning the house for the debris left behind I discovered they did not load the items pointed outInstead they hid the itemsbecause they under estimated the space and running out of room (per ***) The clock was hidden behind a door (was previously still on the wall) The driver (***) arrived in AZ on 12/as scheduled I immediately showed him the pictureHe informed me that he had already called the *** (GM) a few times complain himself about the loaderHe informed me that *** was expecting my call and that I should also let him know about the clock and he will take care of itI left messages for Sean multiple tim

Horrible experience Every piece of furniture damaged, nothing wrapped Inexperienced, unprofessional, careless transporters *** did not make it clear that I'd have no insurance to cover the negligence of their own drivers, and have been terrible to work with - worst Customer Service DeptI've ever dealt with and worst experience with a company in my life Please, Revdex.com, change the rating you're giving this company to better reflect their lack of customer service