March 28, 2016[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 Anchorage, AK. We would like to...
apologize for the inconvenience and disappointment that you recently experienced.
We have partnered with the senior management of the store to further assist you in rectifying the issue. The District Manager confirmed that they have reached out to you and fully address the matter. We hope that we were able to provide the best solution possible to your convenience. In addition, 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]
October 01, 2014
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your Petco account.
We understand your frustration...
in locating the information on your Pals account. Please accept our sincere apology for the inconvenience you experienced. At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough manner. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. This feedback is valuable to us as to avoid future issues.
We have a dedicated team who reviewed this issue, and part of that team is one of the Managers who contacted you and created an account online for you. 5 ($5) Pals Rewards coupons amounting to $25 were also reinstated back to your account. You can use them for store or online purchases. Please log on to your account to access your available coupons. Your Pals account [redacted] has been updated with the information you provided. You are welcome to make any future changes on our website [redacted] simply use your email address and password to access the account and to check your points and coupons. We want to be sure you receive the full benefits of being a Pals Rewards member.
Let me assure you that what happened in your case is not typical of Petco's level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry. We appreciate your time bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
August 15, 2016[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted]
We received your Revdex.com complaint ID #[redacted] regarding your recent petco.com order. We would like to extend our apologies for the inconvenience this...
has caused.
Our Escalations Team reached out to you upon receiving a copy of your complaint. The team had rectified the situation and to that end, a refund in the amount of $92.43 was issued back to the original mode of payment. Moreover, we assure you that we will take your feedback into consideration as we continue to provide products and services to our valued customers.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
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.
I got emails from them again today. They say that they fixed it but this is not true. I can send the emails if they are necessary. I have it saved.
Regards,
[redacted]
May 07, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your experience with your recent petco.com order.
We understand your...
frustration about not arriving at a resolution after contacting our support center regarding your order concern. 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.
We confirmed that you were able to contact us again and discuss your concerns with one of our supervisors. He apologized and explained why the order got cancelled. To rectify the issue, he offered to match the price of the cancelled order. In addition, he offered (2) $5 Rewards coupons for the inconvenience you experienced. We hope that the given resolution has addressed your concern.
Furthermore, we assure you that what happened in your case is not typical of Petco's level of customer service. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to provide you the positive shopping experience you have come to expect from us.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
February 23, 2017
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted],
Our office has received your Revdex.com case #[redacted] regarding your experience with our Statesboro-GA and Las...
Vegas - Southwest stores. Please accept this as a formal letter of apology for the inconvenience this has caused you.
To assist you, we brought this to the attention of the upper management of the store to ensure your complaint is addressed. [redacted], the Store Leader of Las Vegas SW confirmed that he was able to speak with you regarding this matter and added that they will be waiting for you to come back and assist you with your refund request.
Please be assured that we intend to use every available means to get this matter resolved. Thank you again for contacting Petco.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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]
May 18, 2017
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Thank you for contacting Petco regarding your concern with our store at 2319 FOREST DR. We are sorry to hear about your recent experience.
We sought...
District Leader [redacted] assistance on your concern and was informed that a gift card was sent to you. He also spoke with the store leader regarding the issue and the latter apologized about what happened.
We hope that we were able to address your concern appropriately. Thank you for your continued patronage.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
November 11, 2014
[redacted]
[redacted]
[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.
To rectify the issue, we have processed a replacement for two of the Natural Balance Alpha Cat Trout, Salmon Meal & Whitefish Grain-Free Dry Cat Food. In addition, a refund was issued for the shipping fee amounting to $5.99. A separate email will be sent confirming the status of the refund and replacement. However, we need the incorrect items returned to our warehouse. We sent a Return Label to your email address so you can print it and present it when you return the items to your nearest UPS Hub. We hope that the given resolution will be sufficient to correct the error and address any inconvenience this may have caused you.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Please contact us again if you need further assistance.
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]
March 10, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office received your Revdex.com case # [redacted] regarding your concern with your rewards coupons. First of all, we want to take...
this opportunity to thank you for being our customer for years. We want you to enjoy the full benefits of being a Pals member and regret any undue stress this has caused.
To make amends, we reissued twelve $5 Rewards coupons on your account which are valid for 45 days upon issuance. Pals Rewards program counts all the purchases you make. A $5 Pals Rewards coupon will be issued for every $100 accumulated purchase online or locally. You can track your Pals Reward status and claim Reward Dollars by logging into your online account. In addition, an electronic gift card worth $100 was sent to your email address which you can use in-store or online. We hope that this resolution will be sufficient to correct the error and address any inconvenience this may have caused you.
Thank you for your continued patronage. If you may need any assistance, please do not hesitate to contact us.
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.No one should ever have to go through litigation for people to do the right thing because your adoption partner does not follow guidelines and regulations. No one should ever leave your store without vet records end of story. When you let someone operate out of your store, I think you have some responsibility in this for letting her partake in bad business practices and conduct. It is undue financially burden for us to obtain a lawyer after we just had to pay out $1,000 in medical expenses. We also find it amazing that [redacted] cannot help us with medical bills, but they can afford an attorney. I hope people know where the money they donate is really going. People who claim to care about people and animals should demonstrate through their actions that they care, [redacted] as well as Petco's actions have shown otherwise.
Petco could have offered to assist us with medical costs if we provide you documentation, but you did not even do that. Not even an offer of help. [redacted] would not even speak to me in the phone when I called her office today.
Regards,
[redacted]
March 28, 2016[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 Anchorage, AK. We would like to...
apologize for the inconvenience and disappointment that you recently experienced.
We have partnered with the senior management of the store to further assist you in rectifying the issue. The District Manager confirmed that they have reached out to you and fully address the matter. We hope that we were able to provide the best solution possible to your convenience. In addition, 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]
October 01, 2014
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your Petco account.
We understand your frustration...
in locating the information on your Pals account. Please accept our sincere apology for the inconvenience you experienced. At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough manner. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. This feedback is valuable to us as to avoid future issues.
We have a dedicated team who reviewed this issue, and part of that team is one of the Managers who contacted you and created an account online for you. 5 ($5) Pals Rewards coupons amounting to $25 were also reinstated back to your account. You can use them for store or online purchases. Please log on to your account to access your available coupons. Your Pals account [redacted] has been updated with the information you provided. You are welcome to make any future changes on our website [redacted] simply use your email address and password to access the account and to check your points and coupons. We want to be sure you receive the full benefits of being a Pals Rewards member.
Let me assure you that what happened in your case is not typical of Petco's level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry. We appreciate your time bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
August 15, 2016[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted]
We received your Revdex.com complaint ID #[redacted] regarding your recent petco.com order. We would like to extend our apologies for the inconvenience this...
has caused.
Our Escalations Team reached out to you upon receiving a copy of your complaint. The team had rectified the situation and to that end, a refund in the amount of $92.43 was issued back to the original mode of payment. Moreover, we assure you that we will take your feedback into consideration as we continue to provide products and services to our valued customers.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
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.
I got emails from them again today. They say that they fixed it but this is not true. I can send the emails if they are necessary. I have it saved.
Regards,
[redacted]
May 07, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your experience with your recent petco.com order.
We understand your...
frustration about not arriving at a resolution after contacting our support center regarding your order concern. 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.
We confirmed that you were able to contact us again and discuss your concerns with one of our supervisors. He apologized and explained why the order got cancelled. To rectify the issue, he offered to match the price of the cancelled order. In addition, he offered (2) $5 Rewards coupons for the inconvenience you experienced. We hope that the given resolution has addressed your concern.
Furthermore, we assure you that what happened in your case is not typical of Petco's level of customer service. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to provide you the positive shopping experience you have come to expect from us.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
February 23, 2017
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted],
Our office has received your Revdex.com case #[redacted] regarding your experience with our Statesboro-GA and Las...
Vegas - Southwest stores. Please accept this as a formal letter of apology for the inconvenience this has caused you.
To assist you, we brought this to the attention of the upper management of the store to ensure your complaint is addressed. [redacted], the Store Leader of Las Vegas SW confirmed that he was able to speak with you regarding this matter and added that they will be waiting for you to come back and assist you with your refund request.
Please be assured that we intend to use every available means to get this matter resolved. Thank you again for contacting Petco.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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]
May 18, 2017
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Thank you for contacting Petco regarding your concern with our store at 2319 FOREST DR. We are sorry to hear about your recent experience.
We sought...
District Leader [redacted] assistance on your concern and was informed that a gift card was sent to you. He also spoke with the store leader regarding the issue and the latter apologized about what happened.
We hope that we were able to address your concern appropriately. Thank you for your continued patronage.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
November 11, 2014
[redacted]
[redacted]
[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.
To rectify the issue, we have processed a replacement for two of the Natural Balance Alpha Cat Trout, Salmon Meal & Whitefish Grain-Free Dry Cat Food. In addition, a refund was issued for the shipping fee amounting to $5.99. A separate email will be sent confirming the status of the refund and replacement. However, we need the incorrect items returned to our warehouse. We sent a Return Label to your email address so you can print it and present it when you return the items to your nearest UPS Hub. We hope that the given resolution will be sufficient to correct the error and address any inconvenience this may have caused you.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Please contact us again if you need further assistance.
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]
March 10, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office received your Revdex.com case # [redacted] regarding your concern with your rewards coupons. First of all, we want to take...
this opportunity to thank you for being our customer for years. We want you to enjoy the full benefits of being a Pals member and regret any undue stress this has caused.
To make amends, we reissued twelve $5 Rewards coupons on your account which are valid for 45 days upon issuance. Pals Rewards program counts all the purchases you make. A $5 Pals Rewards coupon will be issued for every $100 accumulated purchase online or locally. You can track your Pals Reward status and claim Reward Dollars by logging into your online account. In addition, an electronic gift card worth $100 was sent to your email address which you can use in-store or online. We hope that this resolution will be sufficient to correct the error and address any inconvenience this may have caused you.
Thank you for your continued patronage. If you may need any assistance, please do not hesitate to contact us.
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.No one should ever have to go through litigation for people to do the right thing because your adoption partner does not follow guidelines and regulations. No one should ever leave your store without vet records end of story. When you let someone operate out of your store, I think you have some responsibility in this for letting her partake in bad business practices and conduct. It is undue financially burden for us to obtain a lawyer after we just had to pay out $1,000 in medical expenses. We also find it amazing that [redacted] cannot help us with medical bills, but they can afford an attorney. I hope people know where the money they donate is really going. People who claim to care about people and animals should demonstrate through their actions that they care, [redacted] as well as Petco's actions have shown otherwise.
Petco could have offered to assist us with medical costs if we provide you documentation, but you did not even do that. Not even an offer of help. [redacted] would not even speak to me in the phone when I called her office today.
Regards,
[redacted]