September 14, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our store in San Diego, CA.
At...
Petco, we strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. As a company, we never intend to mislead our customers about this or any other program in which we participate.
We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. The District Manager[redacted], confirmed that he has contacted you and explained that a photo is not enough to honor the price. He stated that they need to call the competitor and verify the same item, same size, etc. If everything matches up, they will gladly assist you in honoring the price. We have every confidence that the dedicated team assigned for this will take whatever action necessary to resolve the problem.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
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.
In addition, I received a follow up call from Gilbert at the Petco, [redacted] location. We had a nice discussion and I told him I do feel confident that the situation has been adequately resolved. My goal was never to obtain any compensation other than an apology and to possibly review the policy on price matches. I am grateful for the opportunity to provide feedback to assist in your mission to become a better place for employees and customers. 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 business clearly mention on their respond they stand on the day of the workers who I have demonstrate to both store manager and district manager that been doing a poorly service, for this reason I can accept this respond till they workers have work improperly.
As an example, I arrive to the store require for an appointment and ask the earlier time I can come and the store manager in a respective way respond to me "you have to give me a time" I don't know they schedule I don't know they times, so I asked again can you tell me what's the earlier time I can come in? She responded to me I will no move from here till "you" decide what time to come, when I give her a time she told me well it's not available what about 12? So for what reason make me take a time it's no available.
Then offer me services that are not available on the store, so when I came to the store with my pet a store manager by name Cris come to talk to me just to confirm the lady was wrong none of the services where available at that time.
I feel disrespect and provide a disrespectful services so I don't agree with their respond Regards,[redacted]
November 03, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted] Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience this has caused.
Please know that we do everything possible to ensure that the products we carry are in-stock and ready-to-ship; however, sometimes demand outpaces supply and we fall short. Our website may not also reflect stock update real time and this is somethng we are still working on to improve. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [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.
While I will accept the coupons that they are offering, my SPECIFIC REQUEST to determine THE UNDERLYING ISSUE has not been addressed. Not by "[redacted]." and not by any of the personnel at PetCo. [redacted] states that Petco "created an account online for you". This is not what I wanted. I DO NOT NEED A NEW ACCOUNT, and I have never needed a new account. What I need IS FOR PETCO TO EXPLAIN WHY MY EXISTING ACCOUNT WAS LOST. And I want to continue using that account.
As my initial complaint CLEARLY requested: In short, I EXPECT THE COMPANY TO FIND MY ACCOUNT AND TELL ME WHY IT DISAPPEARED.
Until this has happened, this matter is unresolved.
Regards,
[redacted]
April 16, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]. We understand your disappointment about not arriving at a resolution even after contacting our support center regarding your concern. Your concern could have been properly addressed and promptly resolved if there had been an effort in determining the root of the problem. We are sorry that you have received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. Be assured that coaching and/or appropriate action will be done.
On another note, thank you for sharing your insights and observations regarding the time the emails are being delivered. This will help us identify in which area we need to look at to better address this kind of issue going forward. We are hoping that your internet service provider can look into this matter because we never want you to miss every promotion that are being offered. Should you encounter the same issue in the future, please do not hesitate to contact us again for further assistance.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
[redacted]
January 14, 2015[redacted]
RE: Revdex.com ID#[redacted]Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted]...
[redacted]
We strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. We definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service.
Your concern has been forwarded to the Senior Management of the store to ensure your complaint is addressed. [redacted], the General Manager, spoke with you on the 12th of January to further discuss this matter. He listened to your concerns and apologized for the experience. To rectify the issue, [redacted] offered a $63 refund for the grooming service from the 4th of October and he mentioned that you were pleased with the resolution. We hope that this was sufficient to correct the error and help lessen the negativity surrounding your recent experience.
Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope to serve you again in the future.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted] %
December 02, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
This communication is in response to your rebuttal with Revdex.com case# [redacted] regarding your concern with our local stores.
We have contacted both stores mentioned on your complaint. We called the Petco store in Scranton, PA using the phone # (570) 343-3117 but the number is not in service. We also contacted the store in Middletown, NY and forwarded your comments with the upper management of the store to assist us with the investigation. [redacted] the General Manager contacted you twice using the phone # (570) 409-4029 and left a message to return the call. Unfortunately, they have not received a return call from you. For a reimbursement to be processed, there needs to be some proof of purchase or the store needs to be able to look it up through their database. He went through their Companion Animal Cards from July and August and they do not have any purchases under your name.
In addition, he stated that Petco did not have Bearded dragons for sale in late June and August in which you claim the bearded dragons were purchased. He confirmed that during those months, they put a hold on all sales for Bearded dragons due to an industry-wide Salmonella outbreak, and they were not available at any Petco. Based on this information, we regret to inform you that we are unable to refund your purchase due to lack of receipt. We know it is frustrating on your end and we never wanted to bring inconvenience to any of our customers.
We definitely understand your situation and appreciate hearing from you. While we would like to accommodate your return request, our position still stands that we will uphold the policy. Please accept our sincerest apology in this regard.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [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.
Regards,
[redacted]
First I have never talked to a [redacted], I'm not sure who she is. If she would like to speak to me my number is 618-731-8160 I'll be glad to talk her anytime. Second I have never received a refund for any dead fish I just keep getting the response their salt water fish we can't do anything about it. I can prove you this to be true by providing bank statements, if they are claiming I got a refund I would like to see proof that I am the one they refunded money to because I have never signed a receipt for a money refund. Third have ran a hospital tank for as long and we have had a large tank. Every fish we bring home gets out into that system, the fish are dying either in the bag from petco or inside the hospital tank and we run copper inside the hospital tank. I'm not sure where [redacted] is getting her information from but she has never spoke to me about any of this information. Again I would love to speak to her.
June 24, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com case# [redacted] regarding the price differences between petco.com and our local...
stores.
We know it's frustrating on your end and we never wanted to bring inconvenience to any of our customers. As a company, we never intend to mislead our customers about this or any other program in which we participate. Furthermore, we strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. We sincerely apologize for the confusion and inconvenience this has caused you.
One of our Corporate Supervisors confirmed that all of your concerns including the lengthy timeframe for shipping and your feedback with the store and the staff have been addressed. He politely explained the reason for timeframes and the price difference between our store and website. We understand the unsatisfactory experience you have dealt with thus, a $30 electronic gift card was processed as a goodwill gesture. In addition, we have notified the store so they can further evaluate on how they can improve their services in the future.
Please know that we care about our customers and what they think of us. By letting us know when we improvements can be made, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
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.
Regards,
[redacted]
June 28, 2017
[redacted]
[redacted]
[redacted]
[redacted]RE: Revdex.com ID #:[redacted]Dear [redacted],This is in response to your Revdex.com complaint ID#:[redacted], regarding your negative experience about purchasing an aquatic fishes...
at the store. We have carefully reviewed your concern and we completely understand your frustration about the death of your aquatic animals.In our desire to resolve the concern, we brought this to the attention of the upper management of the store to ensure your complaint is addressed. [redacted], the Store Leader explained to us that this was not the first time you reported similar scenarios. The first and second instances have been granted wherein you were given a full refund. You were also informed beforehand that they will not be able to honor future refund request should similar issue reoccur. Furthermore, you were also given instructions to have the newly bought fish be quarantined first before including it on the original population of your tank. They also educated you regarding the store return policy when purchasing salt water fishes. Finally, the store leader confirmed that fishes at the store were healthy and they are certain about it, hence, we regret to inform you that your request for a refund has been denied. We know it’s frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and your efforts in reaching to us to report such incident. Your feedback is always part of our continuous process to improve our service.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]
June 04, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
We are in receipt of your recent Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted]. We are saddened to hear of the loss of your beloved...
dog, [redacted]. We know that he has been a good companion to you and that he will be missed greatly.
At Petco, animals are our top priority and we would never, under any circumstances, intentionally risk their lives and health. Our Customer Relations team received the same email on May 27th and took a quick action in forwarding your concern to the appropriate department for handling. We have confirmed that case has been turned over to [redacted] our third party claim department to ensure your complaint is being addressed. We know that we can really never make up for your loss; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
December 07, 2014
[redacted]
[redacted] WI 53118
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com case# [redacted] regarding your claim of being overcharged and your refund request for said...
charge. Please accept our sincerest apologies about your recent experience.
You mentioned about visiting one of our stores and seeing a dog food with a sale price. Your letter expressed your concern about the sales tax being charged on the full purchase price of the item rather than the sale price.
We reached out to the store regarding this concern and have spoken to the General Manager. You were charged the sales tax for the dog food's original price, since the sale was attached to a manufacturer coupon that required you, the consumer, to pay the sales tax on the full price, and not on the discounted price.
Please know that with an offer like this, the vendor or manufacturer of the product reimburses Petco for the amount of the discount. We report our sales to the government at the full retail price because of the way we're reimbursed for the discount. Therefore, we are required to collect the tax based on the retail value of the product at the time of sale.
We care about our customers and what they think of us. It is not our intention to develop a practice that would be unfair to our patrons. Rest assured your comments are sincerely appreciated so that we can continue to better our Customer Service.
If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly at [redacted]. Thank you again for contacting Petco.
Sincerely,
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
April 24, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]
We have confirmed that Vetco was able to speak with you and explained why boosters are necessary. We appreciate your suggestion about updating the website to make it clearer that the price of the first set does not include the cost of boosters. To make amends, they are mailing you a coupon for a free Rabies and a free HWT as a gesture of goodwill.
We hope we have addressed your concern at your satisfaction. Please contact us again if you need further assistance.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
July 13, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your concern with our grooming salon in [redacted] We are sorry to hear about your recent experience....
We have shared your concerns with the senior management of the store to ensure that this is being addressed accordingly. The store manager stated that he talked to you on the 6th of July. He explained that the groom was stopped on June 30th because the groomer noticed a circular type of skin irradiation on the skin just above the left shoulder. It was recommended by the groomer that White Sox be taken to the vet for further examination. We were informed that White Sox was taken to the vet on July 3rd and was found to have skin infection and was not contagious. The store received the note from the Vet along with the bill in the amount of $91. We were then told that White Sox is scheduled on July 14th to have the groom completed for no charge.
We hope we have addressed your concern at your satisfaction.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
March 05, 2015[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your recent petco.com order.
We strive to give every customer a...
fun and friendly shopping experience every time they shop online. We definitely understand your situation, and we sincerely apologize for the inconvenience this has caused you.
We reached out to you via email to address your concern regarding Order # [redacted] and [redacted]. To rectify the issue, we sent you two (2) Return Labels so you can bring the packages to the nearest UPS hub for return. We agreed to process a refund amounting to $162.14 once the items are already in transit back to our warehouse. We hope that the given resolution is sufficient to address your concern accordingly.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted] %3
January 25, 2017
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Our office has received your Revdex.com case #[redacted] regarding your experience with our store at [redacted]. Please...
accept this as a formal letter of apology for the inconvenience this has caused you.
A copy of your concern has been shared with the upper management of the store to ensure that this is being addressed accordingly. [redacted], the District Leader looked into this matter and confirmed to us that this was handled at the store level back in December. The refund for the full amount of classes has already been issued.
We hope we have addressed your concern at your satisfaction.
[redacted]
[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.I've not yet heard from anyone at PETCO. Please verify the number and contact me again. [redacted]Regards,[redacted]
April 09, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your experience in our [redacted] store as well as the the concerns you have...
regarding our price match policy. Please accept our sincerest apologies for the inconvenience this has caused.
In our desire to have your concerns addressed and resolved, we have reached out to the store's upper management. The store's General Manager, [redacted] has made several attempts to reach you at your phone number [redacted], but was unsuccessful and he has not heard back from you. He will be contacting you again to discuss and resolve your concerns.
If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly a[redacted]
Sincerely,
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
September 14, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our store in San Diego, CA.
At...
Petco, we strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. As a company, we never intend to mislead our customers about this or any other program in which we participate.
We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. The District Manager[redacted], confirmed that he has contacted you and explained that a photo is not enough to honor the price. He stated that they need to call the competitor and verify the same item, same size, etc. If everything matches up, they will gladly assist you in honoring the price. We have every confidence that the dedicated team assigned for this will take whatever action necessary to resolve the problem.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
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.
In addition, I received a follow up call from Gilbert at the Petco, [redacted] location. We had a nice discussion and I told him I do feel confident that the situation has been adequately resolved. My goal was never to obtain any compensation other than an apology and to possibly review the policy on price matches. I am grateful for the opportunity to provide feedback to assist in your mission to become a better place for employees and customers. 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 business clearly mention on their respond they stand on the day of the workers who I have demonstrate to both store manager and district manager that been doing a poorly service, for this reason I can accept this respond till they workers have work improperly.
As an example, I arrive to the store require for an appointment and ask the earlier time I can come and the store manager in a respective way respond to me "you have to give me a time" I don't know they schedule I don't know they times, so I asked again can you tell me what's the earlier time I can come in? She responded to me I will no move from here till "you" decide what time to come, when I give her a time she told me well it's not available what about 12? So for what reason make me take a time it's no available.
Then offer me services that are not available on the store, so when I came to the store with my pet a store manager by name Cris come to talk to me just to confirm the lady was wrong none of the services where available at that time.
I feel disrespect and provide a disrespectful services so I don't agree with their respond Regards,[redacted]
November 03, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted] Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience this has caused.
Please know that we do everything possible to ensure that the products we carry are in-stock and ready-to-ship; however, sometimes demand outpaces supply and we fall short. Our website may not also reflect stock update real time and this is somethng we are still working on to improve. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [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.
While I will accept the coupons that they are offering, my SPECIFIC REQUEST to determine THE UNDERLYING ISSUE has not been addressed. Not by "[redacted]." and not by any of the personnel at PetCo. [redacted] states that Petco "created an account online for you". This is not what I wanted. I DO NOT NEED A NEW ACCOUNT, and I have never needed a new account. What I need IS FOR PETCO TO EXPLAIN WHY MY EXISTING ACCOUNT WAS LOST. And I want to continue using that account.
As my initial complaint CLEARLY requested: In short, I EXPECT THE COMPANY TO FIND MY ACCOUNT AND TELL ME WHY IT DISAPPEARED.
Until this has happened, this matter is unresolved.
Regards,
[redacted]
April 16, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]. We understand your disappointment about not arriving at a resolution even after contacting our support center regarding your concern. Your concern could have been properly addressed and promptly resolved if there had been an effort in determining the root of the problem. We are sorry that you have received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. Be assured that coaching and/or appropriate action will be done.
On another note, thank you for sharing your insights and observations regarding the time the emails are being delivered. This will help us identify in which area we need to look at to better address this kind of issue going forward. We are hoping that your internet service provider can look into this matter because we never want you to miss every promotion that are being offered. Should you encounter the same issue in the future, please do not hesitate to contact us again for further assistance.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
[redacted]
January 14, 2015[redacted]
RE: Revdex.com ID#[redacted]Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted]...
[redacted]
We strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. We definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service.
Your concern has been forwarded to the Senior Management of the store to ensure your complaint is addressed. [redacted], the General Manager, spoke with you on the 12th of January to further discuss this matter. He listened to your concerns and apologized for the experience. To rectify the issue, [redacted] offered a $63 refund for the grooming service from the 4th of October and he mentioned that you were pleased with the resolution. We hope that this was sufficient to correct the error and help lessen the negativity surrounding your recent experience.
Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope to serve you again in the future.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted] %
December 02, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
This communication is in response to your rebuttal with Revdex.com case# [redacted] regarding your concern with our local stores.
We have contacted both stores mentioned on your complaint. We called the Petco store in Scranton, PA using the phone # (570) 343-3117 but the number is not in service. We also contacted the store in Middletown, NY and forwarded your comments with the upper management of the store to assist us with the investigation. [redacted] the General Manager contacted you twice using the phone # (570) 409-4029 and left a message to return the call. Unfortunately, they have not received a return call from you. For a reimbursement to be processed, there needs to be some proof of purchase or the store needs to be able to look it up through their database. He went through their Companion Animal Cards from July and August and they do not have any purchases under your name.
In addition, he stated that Petco did not have Bearded dragons for sale in late June and August in which you claim the bearded dragons were purchased. He confirmed that during those months, they put a hold on all sales for Bearded dragons due to an industry-wide Salmonella outbreak, and they were not available at any Petco. Based on this information, we regret to inform you that we are unable to refund your purchase due to lack of receipt. We know it is frustrating on your end and we never wanted to bring inconvenience to any of our customers.
We definitely understand your situation and appreciate hearing from you. While we would like to accommodate your return request, our position still stands that we will uphold the policy. Please accept our sincerest apology in this regard.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [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.
Regards,
[redacted]
First I have never talked to a [redacted], I'm not sure who she is. If she would like to speak to me my number is 618-731-8160 I'll be glad to talk her anytime. Second I have never received a refund for any dead fish I just keep getting the response their salt water fish we can't do anything about it. I can prove you this to be true by providing bank statements, if they are claiming I got a refund I would like to see proof that I am the one they refunded money to because I have never signed a receipt for a money refund. Third have ran a hospital tank for as long and we have had a large tank. Every fish we bring home gets out into that system, the fish are dying either in the bag from petco or inside the hospital tank and we run copper inside the hospital tank. I'm not sure where [redacted] is getting her information from but she has never spoke to me about any of this information. Again I would love to speak to her.
June 24, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com case# [redacted] regarding the price differences between petco.com and our local...
stores.
We know it's frustrating on your end and we never wanted to bring inconvenience to any of our customers. As a company, we never intend to mislead our customers about this or any other program in which we participate. Furthermore, we strive to give every customer a fun and friendly shopping experience every time they visit one of our stores. We sincerely apologize for the confusion and inconvenience this has caused you.
One of our Corporate Supervisors confirmed that all of your concerns including the lengthy timeframe for shipping and your feedback with the store and the staff have been addressed. He politely explained the reason for timeframes and the price difference between our store and website. We understand the unsatisfactory experience you have dealt with thus, a $30 electronic gift card was processed as a goodwill gesture. In addition, we have notified the store so they can further evaluate on how they can improve their services in the future.
Please know that we care about our customers and what they think of us. By letting us know when we improvements can be made, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
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.
Regards,
[redacted]
June 28, 2017
[redacted]
[redacted]
[redacted]
[redacted]RE: Revdex.com ID #:[redacted]Dear [redacted],This is in response to your Revdex.com complaint ID#:[redacted], regarding your negative experience about purchasing an aquatic fishes...
at the store. We have carefully reviewed your concern and we completely understand your frustration about the death of your aquatic animals.In our desire to resolve the concern, we brought this to the attention of the upper management of the store to ensure your complaint is addressed. [redacted], the Store Leader explained to us that this was not the first time you reported similar scenarios. The first and second instances have been granted wherein you were given a full refund. You were also informed beforehand that they will not be able to honor future refund request should similar issue reoccur. Furthermore, you were also given instructions to have the newly bought fish be quarantined first before including it on the original population of your tank. They also educated you regarding the store return policy when purchasing salt water fishes. Finally, the store leader confirmed that fishes at the store were healthy and they are certain about it, hence, we regret to inform you that your request for a refund has been denied. We know it’s frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and your efforts in reaching to us to report such incident. Your feedback is always part of our continuous process to improve our service.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]
June 04, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
We are in receipt of your recent Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted]. We are saddened to hear of the loss of your beloved...
dog, [redacted]. We know that he has been a good companion to you and that he will be missed greatly.
At Petco, animals are our top priority and we would never, under any circumstances, intentionally risk their lives and health. Our Customer Relations team received the same email on May 27th and took a quick action in forwarding your concern to the appropriate department for handling. We have confirmed that case has been turned over to [redacted] our third party claim department to ensure your complaint is being addressed. We know that we can really never make up for your loss; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
December 07, 2014
[redacted]
[redacted] WI 53118
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com case# [redacted] regarding your claim of being overcharged and your refund request for said...
charge. Please accept our sincerest apologies about your recent experience.
You mentioned about visiting one of our stores and seeing a dog food with a sale price. Your letter expressed your concern about the sales tax being charged on the full purchase price of the item rather than the sale price.
We reached out to the store regarding this concern and have spoken to the General Manager. You were charged the sales tax for the dog food's original price, since the sale was attached to a manufacturer coupon that required you, the consumer, to pay the sales tax on the full price, and not on the discounted price.
Please know that with an offer like this, the vendor or manufacturer of the product reimburses Petco for the amount of the discount. We report our sales to the government at the full retail price because of the way we're reimbursed for the discount. Therefore, we are required to collect the tax based on the retail value of the product at the time of sale.
We care about our customers and what they think of us. It is not our intention to develop a practice that would be unfair to our patrons. Rest assured your comments are sincerely appreciated so that we can continue to better our Customer Service.
If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly at [redacted]. Thank you again for contacting Petco.
Sincerely,
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
April 24, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]
We have confirmed that Vetco was able to speak with you and explained why boosters are necessary. We appreciate your suggestion about updating the website to make it clearer that the price of the first set does not include the cost of boosters. To make amends, they are mailing you a coupon for a free Rabies and a free HWT as a gesture of goodwill.
We hope we have addressed your concern at your satisfaction. Please contact us again if you need further assistance.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
July 13, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your concern with our grooming salon in [redacted] We are sorry to hear about your recent experience....
We have shared your concerns with the senior management of the store to ensure that this is being addressed accordingly. The store manager stated that he talked to you on the 6th of July. He explained that the groom was stopped on June 30th because the groomer noticed a circular type of skin irradiation on the skin just above the left shoulder. It was recommended by the groomer that White Sox be taken to the vet for further examination. We were informed that White Sox was taken to the vet on July 3rd and was found to have skin infection and was not contagious. The store received the note from the Vet along with the bill in the amount of $91. We were then told that White Sox is scheduled on July 14th to have the groom completed for no charge.
We hope we have addressed your concern at your satisfaction.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
March 05, 2015[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your recent petco.com order.
We strive to give every customer a...
fun and friendly shopping experience every time they shop online. We definitely understand your situation, and we sincerely apologize for the inconvenience this has caused you.
We reached out to you via email to address your concern regarding Order # [redacted] and [redacted]. To rectify the issue, we sent you two (2) Return Labels so you can bring the packages to the nearest UPS hub for return. We agreed to process a refund amounting to $162.14 once the items are already in transit back to our warehouse. We hope that the given resolution is sufficient to address your concern accordingly.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted] %3
January 25, 2017
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Our office has received your Revdex.com case #[redacted] regarding your experience with our store at [redacted]. Please...
accept this as a formal letter of apology for the inconvenience this has caused you.
A copy of your concern has been shared with the upper management of the store to ensure that this is being addressed accordingly. [redacted], the District Leader looked into this matter and confirmed to us that this was handled at the store level back in December. The refund for the full amount of classes has already been issued.
We hope we have addressed your concern at your satisfaction.
[redacted]
[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.I've not yet heard from anyone at PETCO. Please verify the number and contact me again. [redacted]Regards,[redacted]
April 09, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your experience in our [redacted] store as well as the the concerns you have...
regarding our price match policy. Please accept our sincerest apologies for the inconvenience this has caused.
In our desire to have your concerns addressed and resolved, we have reached out to the store's upper management. The store's General Manager, [redacted] has made several attempts to reach you at your phone number [redacted], but was unsuccessful and he has not heard back from you. He will be contacting you again to discuss and resolve your concerns.
If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly a[redacted]
Sincerely,
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]