February 13,
*** *** *** * *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your Revdex.com case# *** regarding your concern with the guinea pigs purchased at our store in
*** ***
Petco is dedicated to ensuring that all animals receive more than just the basics to surviveWe truly care about the quality of life animals we have while in our care and their lives once they have joined their new families
Your concern has been forwarded to the upper management of the store to ensure your complaint is addressedAnimal Care & Education Manager, *** confirmed that she had spoken with you and addressed your concerns about each storeShe apologized and gave their condolences for the loss of one of your petsShe stated that a refund was issued for the guinea pigTo ensure that your new pet is taken care of, she gave you two options, one was to take the guinea pig to the vet or take him back to the store and they would take him and get him seen by the vet that same dayIn addition* *** gave an assurance that they would address the issue with the store and cover the proper procedures with them as well as spend extra time with each team educating and trainingWe hope that the given resolution has addressed your concern
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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#* ***
October 28,
*** ** ***
*** *** **
*** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your recent petco.com order
Please accept this as a formal letter
of apology for the undue stress this has caused youIt is perfectly understandable that you are very upset about what happened and please know that we never intend to bring any inconvenience to our customers especially on your nephew's birthday
We checked our records and confirmed that the team expedited the order and the package was delivered on Tuesday, 10/21/at 3:P.MMoreover, we have issued (2) $Rewards coupons to your Pals account as a good faith gestureThese rewards coupons are good for both store purchases and online orders and are valid for daysYou will be updated about the status of your rewards via email or simply login to your online accountWe 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 experienceLet 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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
February 09,
*** *** *** *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your concern with one of our adoption partners
While we wish that we could
further assist you with your request, this case is already handled by the adoption group's Legal TeamWe would recommend letting your attorney contact their Legal Department for further discussion
We appreciate your cooperation regarding this matter
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Revdex.com of San Diego
ATTN: *** *** ***
Viewridge Avenue, Suite
San Diego, California
*** ** *** ***
*** *** ***
*** *** ***
March 03,
Dear Revdex.com of San Diego:
I would like to confirm receipt of the electronic message from Petco Animal Supplies, Inc(PETCO) dated February 27, and received February 28, via the Revdex.com’s (Revdex.com) National Complaint System, in reference to Revdex.com complaint ID *** After careful review and consideration of the information contained within the reply to the Revdex.com complaint, including the proposed resolution provided by *** *** *on behalf of PETCO’s Customer Relations Department, I have determined that PETCO’s offer is both fair and reasonable
While I find it regretful that PETCO’s Customer Relations Department refused to resolve this matter amicably upon initial contact under PETCO inquiry*** and instead only offered an appropriate resolution after filing a complaint with the Revdex.com, I am relieved that someone from PETCO finally paid attention to the way the customer was being treated and resolved the matter accordingly under PETCO inquiry ***
With this in mind, I will continue to monitor for the actions described within PETCO’s response to be performed. Provided the associated product order arrives in good condition and the proposed resolution outlined by PETCO is enacted in full, I will then consider this complaint to be resolved
I appreciate PETCO valuing my business and hope to maintain a positive business-consumer relationship in the future
Sincerely,
*** ** *** ***
CC: Petco Animal Supplies, Inc
Customer Relations Department
ATTN: *** **
Rehco Road
San Diego, California
May 05,
***
*** ***
*** *** **
*** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your experience with your recent petco.com orderWe would like to extend
our apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situations
Please be assured that Order # *** has been cancelled and that you have not been charge for this orderThe extra package that got delivered was for Order # *** and was generated under your Repeat Delivery accountTo make amends, we issued a partial refund for $for the extra shipmentFurthermore, we apologize that you have not received any response when you contacted us via emailPlease know that we will further evaluate how we can prevent this concern from occurring again in the futureWe hope that you give us another opportunity to delight you with excellent customer service you deserve
Please know that we care about our customers and what they think of usBy 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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
February 16,
*** *** *** *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your rebuttal with Revdex.com case# ***
We understand how upset you are and regret that you would no longer shop with usIt is not our intention to come up with a decision that would cause frustration to our customerIn any way, we would like to thank you for you helping us to identify ways in which to serve you betterYour feedback is very important and your comments are valued
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
*** ***
January 26, 2015*** *** *** *** *** ** ***RE: Revdex.com ID# ***Dear *** ***
This communication is in response to your Revdex.com case# *** regarding your concern with our store in *** ***
Please accept this as a
formal letter of apology for the undue stress this has caused youIt is perfectly understandable that you are very upset about what happened and please know that we never intend to bring any inconvenience to our customers
Your concern has been forwarded to the senior management of the store to ensure that this is being addressed***, the Animal Care & Education Manager spoke with you last weekThe discussion was about water quality and how it can sometimes cause ichHe mentioned that you were also keeping South American Cichlids with community fish and you were told that they were not aggressive
*** offered his suggestions, which he was grateful because you were very receptive and in agreementTo that end, you agreed to remove the South Americans Cichlids and *** agreed to replace half of the community fish because you didn't notice they had ich until they were all infested
Furthermore, *** contacted the store and spoke with the Assistant Manager to let him know that you would be bringing in the two South American fish and that they are going to replace ten community fish
We hope that the given resolution has addressed your concernPlease be assured that Petco is committed to customer serviceYour feedback is very important and your comments are valued
Sincerely,*** **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: xxxxxxxxxx%
March 11,
*** ** *** *** *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your recent petco.com order
We would like to extend our
apologies for the inconvenience this has caused and assure you that we have taken the necessary steps to remedy the situations
One of our supervisors contacted you on the 5th of March regarding your concernA return label was then issued and sent to your email address so you can attach it to the package and bring it to the nearest UPS facilityIn addition, a refund has been processed amounting to $for Order # ***A separate email will be sent confirming the status of the refundWe hope we have addressed your concern at your satisfaction
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceI assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
November 07,
*** ***
*** *** **
*** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your rebuttal with Revdex.com case# *** regarding your concern with our store in *** ***
We understand this has been quite an inconvenience on your part and we are sincerely sorry for your ongoing disappointmentTo rectify the issue, we have forwarded your concern to the senior management for further assistance*** *** VP for Regional Operations, confirmed that he has reached out to you and took care of the situationYou have come up with the resolution to take your dog to a different store for groomingInstead of a refund, a coupon was offered to help take care of your next groomFurthermore, a $Gift Card will be sent to your mailing address as a goodwill gesture
We hope that above resolution will be sufficient to correct the error and address any inconvenience this may have caused youAgain, we highly appreciate your feedback as it will assist us in becoming better at what we doIt's our goal to retain you as a satisfied customer and we hope to serve you again in the future
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
March 30,
*** ***
*** *** **
*** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your rebuttal with Revdex.com case# *** regarding your concern with our store in *** *** ***
We reached out again to the upper management of the store to better assist you regarding the return*** the General Manager of the store confirmed that he spoke to you and the cage was returned to *** thus, the issue is resolvedHe offered his apology and will be addressing your concern with his teamIn addition, he offered a free small bag of dog food however, you declined as it was not necessaryWe hope that the given resolution has addressed your concern
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet 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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
$in rewards coupons that will expire before I will every use them are no where close to resolving this complaint I stated in my original complaint what I would except and I believe that is more than fair for all the trouble I had to go through to get this stand I wouldn't have even complained if I didn't need it the weekend after I got the wrong shipment, but it was for a birthday gift that I had to tell my nephew twice that he wouldn't get it when I was promised First I was promised that I would have the stand on Monday and then when it didn't show up that day I was told various days after that The lying and lack of any kind of good customer service is just not the way a business should be ran
Regards,
*** ***
February 17,
*** *** *** *** *** ** ***RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your Revdex.com case# *** regarding your concern with our grooming salon in ***
***
At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough mannerWe are sorry to hear about what happened to ***We are hopeful that she has somehow recovered from what happened
Please know that we take this issue seriously from the time it was brought to our attentionWe reviewed all documents and the claim was also sent to our third party insurance company for evaluationBased on the documents provided, we regret to inform you that we are unable to cover the vet bills that you incurredIf you have additional information about the claim, please send it to us so we can further assessAt this point, we highly suggest reaching out to *** for further discussion of this matter
We want you to know that we appreciate your business; however, the case has been reviewed by our Management group and they stand behind the decisionPlease accept our sincerest apology in this regard
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
February 16, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This is in response to your rebuttal with Revdex.com case# [redacted]
We apologize for whatever inconvenience this may cause you. While we wish that we could further assist you with your request, our position still stands. The Petco management has decided to let your attorney contact the adoption partner's legal department for assistance.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
July 25, 2017
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted], This is in response to your Revdex.com case #[redacted] regarding your negative online shopping experience and the treatment you received from one of...
our Store Partners. It is with great regret and concern that we received your complaint detailing your frustration. Words cannot express how truly sorry we are for the inconvenience this has caused. We aim to consistently deliver a professional service to our customers and we would like to state that on this occasion the Store Partner's behavior was unacceptable. A copy of your concern has been forwarded to the higher management of the store to ensure that this is being addressed accordingly. [redacted], the Store Leader confirmed that she will be reaching out to you and get to the bottom of this right away. Please be assured that we have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. Furthermore, we have had major pricing errors on the site last Sunday, July 16 that was having prices coming up with very steep discounts (up to 99%) that was incorrect. Thus, we have been forced to cancel your order. Petco makes every effort to ensure the accuracy of the information on our web site. If an error is discovered it is immediately corrected. Please be advised that Petco reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, after it has been confirmed, or after your credit card has been charged. If we discover a pricing error after your credit card has been charged and your order is canceled as a result of the error, your credit card will be refunded back the full amount of your order. You will be notified via email if your order has been canceled and be given the opportunity to place the order at the correct price. Please note that individual bank policies vary when the amount is credited back to your account. Prices and availability are subject to change without prior notice. While we are unable to honor your request at this time, we will be sending you a $25 Electronic Gift Card that you can use for your next online purchase. This will be sent to you in a separate cover. We hope that this will lessen some of the negativity surrounding your last shopping experience. Again, we apologize for any inconvenience. Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.
[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]
February 09, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]Our office received your Revdex.com case# [redacted] regarding our returns policy and your refund request. First of all, we...
would like to express our sincerest apologies about the experience you had at one of our stores after you have returned the defective Kitty Condo you have purchased.We have reached out to the District Manager (DM) who handles the store. He said that you had a pleasant conversation and you were told that he has spoken to the General Manager (GM) [redacted] regarding your complaint. Moreover, your cat furniture was replaced and assembled for free.We always want to ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers. The DM has spoken to GM [redacted] regarding this and appropriate coaching and/or actions have been done; however, not to the extent of having the GM relieved from his position.We hope that you understand our stand in this matter. Rest assured that this matter will be taken as an opportunity for us to serve you and other customers better.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]
October 22, 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 store in [redacted]
We understand that it is frustrating on your end and we never wanted to bring inconvenience to our customers. Your concern has been looked into to make sure the findings are appropriate. Based on the information, your son came in to the store with a piece of paper that had two pictures of batteries from our website. One picture had an X next to it. The Assistant Store Manager gave your son the battery with the X next to it. He refused the battery and insisted on getting the one without the X.
She ended up giving the battery that he insisted on taking. They stated that you called from the parking lot of the store and told the Manager on Duty that they just gave your son the wrong battery. Even though they have given what was asked, they offered to exchange it for the correct product and offered a $4 Be My Guest Coupon as a courtesy. After several discussions over the phone, the store did the best that they could to assist you within the company's policy. They tried to use the coupon during the final exchange however your son insisted he give it to you per your request. Since it is not their place to challenge directions given by a parent, our store complied with your son's request.
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]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]
July 06, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com complaint regarding the dog treats that you recently purchased at our [redacted] store. We are committed to...
providing you with the highest quality product and regret any inconvenience this has caused. We are sorry to hear that the item you purchased from us didn't meet your quality expectations.
We forwarded a copy of your concern to the upper management of the store so they can address accordingly. We received an update from [redacted] that you have been contacted and informed that a refund will be processed for the treats. Furthermore, they will let you pick a bag of treats or toy of your choice for the inconvenience this caused. As for the products sold at the store, the treat bar has been checked and any signs of infestation were disposed of. [redacted] will review with the management on the policy on dealing with infestation.
Please know that both our vendors and our warehouses have strong QA systems that have been reviewed both from third party auditors as well as the Petco QA. The safety of our customer's pets is paramount, and we thank you so much for bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
February 13,
*** *** *** * *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your Revdex.com case# *** regarding your concern with the guinea pigs purchased at our store in
*** ***
Petco is dedicated to ensuring that all animals receive more than just the basics to surviveWe truly care about the quality of life animals we have while in our care and their lives once they have joined their new families
Your concern has been forwarded to the upper management of the store to ensure your complaint is addressedAnimal Care & Education Manager, *** confirmed that she had spoken with you and addressed your concerns about each storeShe apologized and gave their condolences for the loss of one of your petsShe stated that a refund was issued for the guinea pigTo ensure that your new pet is taken care of, she gave you two options, one was to take the guinea pig to the vet or take him back to the store and they would take him and get him seen by the vet that same dayIn addition* *** gave an assurance that they would address the issue with the store and cover the proper procedures with them as well as spend extra time with each team educating and trainingWe hope that the given resolution has addressed your concern
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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#* ***
October 28,
*** ** ***
*** *** **
*** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your recent petco.com order
Please accept this as a formal letter
of apology for the undue stress this has caused youIt is perfectly understandable that you are very upset about what happened and please know that we never intend to bring any inconvenience to our customers especially on your nephew's birthday
We checked our records and confirmed that the team expedited the order and the package was delivered on Tuesday, 10/21/at 3:P.MMoreover, we have issued (2) $Rewards coupons to your Pals account as a good faith gestureThese rewards coupons are good for both store purchases and online orders and are valid for daysYou will be updated about the status of your rewards via email or simply login to your online accountWe 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 experienceLet 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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
February 09,
*** *** *** *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your concern with one of our adoption partners
While we wish that we could
further assist you with your request, this case is already handled by the adoption group's Legal TeamWe would recommend letting your attorney contact their Legal Department for further discussion
We appreciate your cooperation regarding this matter
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Revdex.com of San Diego
ATTN: *** *** ***
Viewridge Avenue, Suite
San Diego, California
*** ** *** ***
*** *** ***
*** *** ***
March 03,
Dear Revdex.com of San Diego:
I would like to confirm receipt of the electronic message from Petco Animal Supplies, Inc(PETCO) dated February 27, and received February 28, via the Revdex.com’s (Revdex.com) National Complaint System, in reference to Revdex.com complaint ID *** After careful review and consideration of the information contained within the reply to the Revdex.com complaint, including the proposed resolution provided by *** *** *on behalf of PETCO’s Customer Relations Department, I have determined that PETCO’s offer is both fair and reasonable
While I find it regretful that PETCO’s Customer Relations Department refused to resolve this matter amicably upon initial contact under PETCO inquiry*** and instead only offered an appropriate resolution after filing a complaint with the Revdex.com, I am relieved that someone from PETCO finally paid attention to the way the customer was being treated and resolved the matter accordingly under PETCO inquiry ***
With this in mind, I will continue to monitor for the actions described within PETCO’s response to be performed. Provided the associated product order arrives in good condition and the proposed resolution outlined by PETCO is enacted in full, I will then consider this complaint to be resolved
I appreciate PETCO valuing my business and hope to maintain a positive business-consumer relationship in the future
Sincerely,
*** ** *** ***
CC: Petco Animal Supplies, Inc
Customer Relations Department
ATTN: *** **
Rehco Road
San Diego, California
May 05,
***
*** ***
*** *** **
*** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your experience with your recent petco.com orderWe would like to extend
our apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situations
Please be assured that Order # *** has been cancelled and that you have not been charge for this orderThe extra package that got delivered was for Order # *** and was generated under your Repeat Delivery accountTo make amends, we issued a partial refund for $for the extra shipmentFurthermore, we apologize that you have not received any response when you contacted us via emailPlease know that we will further evaluate how we can prevent this concern from occurring again in the futureWe hope that you give us another opportunity to delight you with excellent customer service you deserve
Please know that we care about our customers and what they think of usBy 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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
February 16,
*** *** *** *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your rebuttal with Revdex.com case# ***
We understand how upset you are and regret that you would no longer shop with usIt is not our intention to come up with a decision that would cause frustration to our customerIn any way, we would like to thank you for you helping us to identify ways in which to serve you betterYour feedback is very important and your comments are valued
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
*** ***
January 26, 2015*** *** *** *** *** ** ***RE: Revdex.com ID# ***Dear *** ***
This communication is in response to your Revdex.com case# *** regarding your concern with our store in *** ***
Please accept this as a
formal letter of apology for the undue stress this has caused youIt is perfectly understandable that you are very upset about what happened and please know that we never intend to bring any inconvenience to our customers
Your concern has been forwarded to the senior management of the store to ensure that this is being addressed***, the Animal Care & Education Manager spoke with you last weekThe discussion was about water quality and how it can sometimes cause ichHe mentioned that you were also keeping South American Cichlids with community fish and you were told that they were not aggressive
*** offered his suggestions, which he was grateful because you were very receptive and in agreementTo that end, you agreed to remove the South Americans Cichlids and *** agreed to replace half of the community fish because you didn't notice they had ich until they were all infested
Furthermore, *** contacted the store and spoke with the Assistant Manager to let him know that you would be bringing in the two South American fish and that they are going to replace ten community fish
We hope that the given resolution has addressed your concernPlease be assured that Petco is committed to customer serviceYour feedback is very important and your comments are valued
Sincerely,*** **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: xxxxxxxxxx%
March 11,
*** ** *** *** *** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
Our office has received your Revdex.com case# *** regarding your recent petco.com order
We would like to extend our
apologies for the inconvenience this has caused and assure you that we have taken the necessary steps to remedy the situations
One of our supervisors contacted you on the 5th of March regarding your concernA return label was then issued and sent to your email address so you can attach it to the package and bring it to the nearest UPS facilityIn addition, a refund has been processed amounting to $for Order # ***A separate email will be sent confirming the status of the refundWe hope we have addressed your concern at your satisfaction
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceI assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
November 07,
*** ***
*** *** **
*** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your rebuttal with Revdex.com case# *** regarding your concern with our store in *** ***
We understand this has been quite an inconvenience on your part and we are sincerely sorry for your ongoing disappointmentTo rectify the issue, we have forwarded your concern to the senior management for further assistance*** *** VP for Regional Operations, confirmed that he has reached out to you and took care of the situationYou have come up with the resolution to take your dog to a different store for groomingInstead of a refund, a coupon was offered to help take care of your next groomFurthermore, a $Gift Card will be sent to your mailing address as a goodwill gesture
We hope that above resolution will be sufficient to correct the error and address any inconvenience this may have caused youAgain, we highly appreciate your feedback as it will assist us in becoming better at what we doIt's our goal to retain you as a satisfied customer and we hope to serve you again in the future
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
March 30,
*** ***
*** *** **
*** *** ** ***
RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your rebuttal with Revdex.com case# *** regarding your concern with our store in *** *** ***
We reached out again to the upper management of the store to better assist you regarding the return*** the General Manager of the store confirmed that he spoke to you and the cage was returned to *** thus, the issue is resolvedHe offered his apology and will be addressing your concern with his teamIn addition, he offered a free small bag of dog food however, you declined as it was not necessaryWe hope that the given resolution has addressed your concern
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet 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,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
$in rewards coupons that will expire before I will every use them are no where close to resolving this complaint I stated in my original complaint what I would except and I believe that is more than fair for all the trouble I had to go through to get this stand I wouldn't have even complained if I didn't need it the weekend after I got the wrong shipment, but it was for a birthday gift that I had to tell my nephew twice that he wouldn't get it when I was promised First I was promised that I would have the stand on Monday and then when it didn't show up that day I was told various days after that The lying and lack of any kind of good customer service is just not the way a business should be ran
Regards,
*** ***
February 17,
*** *** *** *** *** ** ***RE: Revdex.com ID# ***
Dear *** ***
This communication is in response to your Revdex.com case# *** regarding your concern with our grooming salon in ***
***
At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough mannerWe are sorry to hear about what happened to ***We are hopeful that she has somehow recovered from what happened
Please know that we take this issue seriously from the time it was brought to our attentionWe reviewed all documents and the claim was also sent to our third party insurance company for evaluationBased on the documents provided, we regret to inform you that we are unable to cover the vet bills that you incurredIf you have additional information about the claim, please send it to us so we can further assessAt this point, we highly suggest reaching out to *** for further discussion of this matter
We want you to know that we appreciate your business; however, the case has been reviewed by our Management group and they stand behind the decisionPlease accept our sincerest apology in this regard
Sincerely,
*** **
Customer Relations Coordinator
Petco Animal Supplies, Inc
Case#: ***
February 16, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This is in response to your rebuttal with Revdex.com case# [redacted]
We apologize for whatever inconvenience this may cause you. While we wish that we could further assist you with your request, our position still stands. The Petco management has decided to let your attorney contact the adoption partner's legal department for assistance.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
July 25, 2017
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted], This is in response to your Revdex.com case #[redacted] regarding your negative online shopping experience and the treatment you received from one of...
our Store Partners. It is with great regret and concern that we received your complaint detailing your frustration. Words cannot express how truly sorry we are for the inconvenience this has caused. We aim to consistently deliver a professional service to our customers and we would like to state that on this occasion the Store Partner's behavior was unacceptable. A copy of your concern has been forwarded to the higher management of the store to ensure that this is being addressed accordingly. [redacted], the Store Leader confirmed that she will be reaching out to you and get to the bottom of this right away. Please be assured that we have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. Furthermore, we have had major pricing errors on the site last Sunday, July 16 that was having prices coming up with very steep discounts (up to 99%) that was incorrect. Thus, we have been forced to cancel your order. Petco makes every effort to ensure the accuracy of the information on our web site. If an error is discovered it is immediately corrected. Please be advised that Petco reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, after it has been confirmed, or after your credit card has been charged. If we discover a pricing error after your credit card has been charged and your order is canceled as a result of the error, your credit card will be refunded back the full amount of your order. You will be notified via email if your order has been canceled and be given the opportunity to place the order at the correct price. Please note that individual bank policies vary when the amount is credited back to your account. Prices and availability are subject to change without prior notice. While we are unable to honor your request at this time, we will be sending you a $25 Electronic Gift Card that you can use for your next online purchase. This will be sent to you in a separate cover. We hope that this will lessen some of the negativity surrounding your last shopping experience. Again, we apologize for any inconvenience. Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.
[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]
February 09, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]Our office received your Revdex.com case# [redacted] regarding our returns policy and your refund request. First of all, we...
would like to express our sincerest apologies about the experience you had at one of our stores after you have returned the defective Kitty Condo you have purchased.We have reached out to the District Manager (DM) who handles the store. He said that you had a pleasant conversation and you were told that he has spoken to the General Manager (GM) [redacted] regarding your complaint. Moreover, your cat furniture was replaced and assembled for free.We always want to ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers. The DM has spoken to GM [redacted] regarding this and appropriate coaching and/or actions have been done; however, not to the extent of having the GM relieved from his position.We hope that you understand our stand in this matter. Rest assured that this matter will be taken as an opportunity for us to serve you and other customers better.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]
October 22, 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 store in [redacted]
We understand that it is frustrating on your end and we never wanted to bring inconvenience to our customers. Your concern has been looked into to make sure the findings are appropriate. Based on the information, your son came in to the store with a piece of paper that had two pictures of batteries from our website. One picture had an X next to it. The Assistant Store Manager gave your son the battery with the X next to it. He refused the battery and insisted on getting the one without the X.
She ended up giving the battery that he insisted on taking. They stated that you called from the parking lot of the store and told the Manager on Duty that they just gave your son the wrong battery. Even though they have given what was asked, they offered to exchange it for the correct product and offered a $4 Be My Guest Coupon as a courtesy. After several discussions over the phone, the store did the best that they could to assist you within the company's policy. They tried to use the coupon during the final exchange however your son insisted he give it to you per your request. Since it is not their place to challenge directions given by a parent, our store complied with your son's request.
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]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]
July 06, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com complaint regarding the dog treats that you recently purchased at our [redacted] store. We are committed to...
providing you with the highest quality product and regret any inconvenience this has caused. We are sorry to hear that the item you purchased from us didn't meet your quality expectations.
We forwarded a copy of your concern to the upper management of the store so they can address accordingly. We received an update from [redacted] that you have been contacted and informed that a refund will be processed for the treats. Furthermore, they will let you pick a bag of treats or toy of your choice for the inconvenience this caused. As for the products sold at the store, the treat bar has been checked and any signs of infestation were disposed of. [redacted] will review with the management on the policy on dealing with infestation.
Please know that both our vendors and our warehouses have strong QA systems that have been reviewed both from third party auditors as well as the Petco QA. The safety of our customer's pets is paramount, and we thank you so much for bringing this issue to our attention.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]