October 30, 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.
One of our Supervisors contacted you to further discuss your concern. He apologized and explained that we are unable to process a refund or replacement for an item that is being offered for free. To rectify the issue, he offered a promo code that you can apply on your next online purchase. Please know that your comments have been shared with the appropriate department and we will take these comments into consideration as we continue to provide products and services to our valued customers. We hope that the given resolution is sufficient to address your concern accordingly.
Please be assured that Petco is committed to customer service. Thank you for helping us to identify ways in which to serve you better. Your feedback is very important and your comments are valued.
Please contact us again if you need any 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]
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 even after repeatedly 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.
At Petco, it is our utmost aim to provide the best service and support to every customer and ensure that every concern is being addressed and resolved promptly. We commit in opening opportunities to people from different walks of life, race, and backgrounds that are passionately dedicated to animals and ensure that our phone partners undergo intensive training that would equip them with knowledge needed to address various concerns. However, we sincerely apologize if your expectations fell short and if you didn't receive the same positive experience that Petco aims for when you reach out to us.
We want to rectify this issue thus, we sent you an email with an offer to assist you in placing the order and apply a $20 eGC as one time courtesy. Unfortunately, the offer was declined. We know how frustrated you are and regret that you would no longer shop with us. In any way, we would like to thank you for helping us to improve our operation and services, and very much hope that you will remain a valued customer.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 14, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with our stores in [redacted]...
[redacted]A. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
A copy of this complaint was forwarded to the senior management of both stores to ensure that this is being addressed accordingly. [redacted] confirmed that he was able to reach out to you and discussed your concerns. He apologized for the bad experience you received from both stores. He talked to you about your concern with the sail fin tang and salt water level. [redacted] explained that the store was in the process of adding salt water to the sump and that the salinity of the tanks were checked prior to them adding new salt water to tanks.
In addition, he explained that our store partners were following company policy by not being able to match online prices for live animals. However, our store honored the online price for the fish as a goodwill gesture. [redacted] confirmed that you went to store [redacted] and purchased a sail fin from the store and is extremely happy. We hope that the given resolution has addressed your concern.
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]
October 30, 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 [redacted]
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.
We have partnered with the senior management of the store to make sure that this situation is being addressed accordingly. [redacted] the General Manager, made several attempts to contact you however she was not able to reach you using the phone # [redacted] Messages were left but have yet to receive a return call from you. If you wish to discuss the issue further, please feel free to contact the store and provide the reference # [redacted]
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.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My wife is a stay at home mom, she has not received any phone calls, nor has there been any messages left on our phone. This has now been about three weeks and still no refund has been issued. Your products have been returned in the condition they were purchased in ( in fact they were returned a couple hours later), with a reciept and yet my refund has still not been processed. What I did notice was the amount of the refund was for more than the actual purchase, due to your employees inadequate training. This may be why a refund is stuck in limbo. Please refund my money asap. It should not be my responsibility to continue to wait for your company to figure out where you made a mistake, and refund me my money now and figure out what happened.
Regards,
[redacted]
March 02, 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]
At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough manner. We definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service.
We appreciate your time bringing this issue to our attention. The store's General Manager, [redacted] contacted you and spoke to you regarding this matter. She stated that you did not like the cut done on your dog and that you were requesting a partial refund. To rectify the issue, she confirmed that you will be coming back for that refund. We 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 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]
September 19, 2014
[redacted]
[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, and for our failure to offer stellar customer service.
We checked our records and confirmed that a refund amounting to $53.76 has been processed. A separate email has been sent confirming the refund. In addition, please be assured that proper coaching will be done towards the representative who has assisted you on your initial inquiry. 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. 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]
I appreciate your efforts to placate me, and insofar as my complaint they are satisfactory. However, as a lawyer, I have difficulty with companies who do not follow FTC mail order regulations and simply "strive to do better." Many, many mail order companies do not act in this fashion and I haven't heard any reason why Petco should be different, only that you are "working to improve." Compliance with the law is not a goal that one works toward, it is an absolute requirement of doing business. I will be very happy with Petco, perhaps, when it can state that it is a law abiding company, not that it is working toward that goal.
October 23, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com case# [redacted] regarding your recent petco.com order.
We sincerely apologize for the confusion and...
inconvenience this has caused you. Please know that we would never intentionally mislead our customers for that is not our practice. The promotion states that you can buy one bag of selected Carefresh animal bedding and get one bag of selected Carefresh complete small animal food for free. Nevertheless, we sincerely appreciate you taking the time to share your thoughts. Your feedback is vital for us to continue to improve our products and services.
As a goodwill gesture, we processed a new order for the Carefresh Pet Bedding (SKU 868744). A separate email will be sent confirming the new order number. Our hope is that this will help lessen the negativity surrounding your recent 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]
December 30, 2015[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding the multiple charges in your account. We know it was frustrating on your end and we never intend to...
bring inconvenience to any of our customers. Please accept our sincerest apology for any trouble this has caused you.
One of our Escalation Experts reached out and spoke to you regarding this matter. To rectify the issue, the Escalation Expert requested for a Corporate Check to be issued as a refund for the duplicate charges. Please wait for the check in the mail once it is processed. 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]
March 27, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your experience in one of our stores while doing a return. Please...
accept our sincerest apologies for the inconvenience this has caused.
You mentioned about contacting a store with an inquiry about returning the defective guinea pig cage that you purchased. You did not have the receipt and were okay with getting a store credit for the return. However, when you were already at the store, the return was declined because they claimed that it was purchased from a competitor store, not Petco.
We reached out to the store regarding this concern and have brought this to the District Manager's attention as well. One of the store's managers, [redacted], tried to call you at [redacted] to discuss your concern, but was unable to reach you. An email was also sent to [redacted] requesting for your valid phone number but he has not heard back from you.
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]
March 05, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case #[redacted]. We sincerely apologize that we do not have a Supervisor available when you requested to speak with one at the time of your call. Hence, we have requested one of our Supervisors to reach out to you on February 08, 2016 but she was only able to leave a message.
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. Although our promotions run while supplies last, we have issued an Electronic Gift Card that you can use to purchase similar product that suit your pet's needs. We hope that this will lessen some of the negativity surrounding your last shopping 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. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.[redacted]
Good afternoon -
We are very pleased with Petco's responsiveness and willingness to make this right and feel that our concerns have been fully addressed/resolved. In addition to the refund noted in their response, they also indicated that they would neither charge us for or require us to return the wrong product that was shipped to us. They addressed our concerns promptly and thoroughly, and we are very happy with the level of customer service provided after our initial experience. We will definitely continue to shop at Petco and Petco.com in the future!
Thank you kindly for your assistance in resolving this matter.
April 12, 2015
[redacted]
[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 would like to extend our...
apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situations.
We have processed a replacement for the missing cat foods and as per tracking # [redacted], the package was delivered on Friday, 04/10/2015 at 10:00 A.M. Furthermore, a partial refund in the amount of $15 has been processed as a courtesy. You will receive a separate email confirming the status of your refund. We hope that this will lessen some of the negativity surrounding your last shopping experience.
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.
[redacted]
February 09, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with one of our adoption partners.
This is to confirm that the case has...
been reviewed by our management and stand behind the decision of letting your attorney contact their Legal Department for assistance.
We hope for your appreciation on our position in this matter.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
May 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This is in regards to your Revdex.com case# [redacted] We received your response informing us that the [redacted] card you have is a credit card. As such, we again would like to extend our apologies for the inconvenience this has caused.
After further research on our end, we discovered an error code from your financial institution which was presented to us when we attempted to process payment. Therefore this resulted in a failed order attempt.
Our customer service department manager tried to reach you on May 21st (one call attempt) and May 22nd (two call attempts). However, they have not been successful. They would like to assist you in placing an online order to find out real time if you continue to get declined or not.
Please feel free to reply to this communication or call Petco Customer Relations directly at 1-888-824-PALS (7257) to get in touch with one of our department managers or to provide us of your preferred date and time for you to be contacted. Please use Case# [redacted] as your reference.
Thank you and we look forward to your response.
Sincerely,
[redacted]
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 12, 2017
[redacted]
[redacted]RE: Revdex.com ID #[redacted]
Dear [redacted], This is in response to your Revdex.com case #[redacted] regarding your negative experience at your local Petco store. We regret any frustration this...
may have caused.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 confirmed that she was able to speak with you regarding this matter. They will be waiting for you to come back and assist you with your replacement request. 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. Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]
Revdex.com:
Happy with the genuine response from Manager [redacted] in [redacted] He and his team went above and beyond to make the matter right..
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]
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 person who wrote the response from PETCO, WAS NOT at the store the day this happened and has not contacted the store in question. I have spoke with employees from that store, and they had advised me, it is a complete waste of time to make any complaint about that store, because they wrote letters in complaining about favoritism, and nothing ever gets done there. There is cameras in that store why don't they watch the video on that day. This is a horrible company and I will never buy anything from them again. I am a child of God and if this company wants to be blind to the kind of people there that is fine, But I have my God fighting for me and I guarantee you he will win. They should be ashamed of themselves giving that kind of answer, for a customer complaint! I only spoke the truth. Who is going to have a receipt for a Christmas present. I guarantee they don't have every receipt from everything they bought in there life time. I am going to be contacting the CEO of this company myself and letting him know of this horrible response. Again I say shame on you people, and the rules of returns were not explained to me that day, he was rude, mean and just said no! IF THEY WOULD WATCH THE VIDEO THEY WOULD SEE THE TRUTH, AND IF THEY WANT TO HIRE PEOPLE ON DRUGS, GOOD THEY WONT BE IN BUSINESS LONG. Have a great day and God bless!
Regards,
[redacted]
October 30, 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.
One of our Supervisors contacted you to further discuss your concern. He apologized and explained that we are unable to process a refund or replacement for an item that is being offered for free. To rectify the issue, he offered a promo code that you can apply on your next online purchase. Please know that your comments have been shared with the appropriate department and we will take these comments into consideration as we continue to provide products and services to our valued customers. We hope that the given resolution is sufficient to address your concern accordingly.
Please be assured that Petco is committed to customer service. Thank you for helping us to identify ways in which to serve you better. Your feedback is very important and your comments are valued.
Please contact us again if you need any 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]
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 even after repeatedly 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.
At Petco, it is our utmost aim to provide the best service and support to every customer and ensure that every concern is being addressed and resolved promptly. We commit in opening opportunities to people from different walks of life, race, and backgrounds that are passionately dedicated to animals and ensure that our phone partners undergo intensive training that would equip them with knowledge needed to address various concerns. However, we sincerely apologize if your expectations fell short and if you didn't receive the same positive experience that Petco aims for when you reach out to us.
We want to rectify this issue thus, we sent you an email with an offer to assist you in placing the order and apply a $20 eGC as one time courtesy. Unfortunately, the offer was declined. We know how frustrated you are and regret that you would no longer shop with us. In any way, we would like to thank you for helping us to improve our operation and services, and very much hope that you will remain a valued customer.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 14, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with our stores in [redacted]...
[redacted]A. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
A copy of this complaint was forwarded to the senior management of both stores to ensure that this is being addressed accordingly. [redacted] confirmed that he was able to reach out to you and discussed your concerns. He apologized for the bad experience you received from both stores. He talked to you about your concern with the sail fin tang and salt water level. [redacted] explained that the store was in the process of adding salt water to the sump and that the salinity of the tanks were checked prior to them adding new salt water to tanks.
In addition, he explained that our store partners were following company policy by not being able to match online prices for live animals. However, our store honored the online price for the fish as a goodwill gesture. [redacted] confirmed that you went to store [redacted] and purchased a sail fin from the store and is extremely happy. We hope that the given resolution has addressed your concern.
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]
October 30, 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 [redacted]
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.
We have partnered with the senior management of the store to make sure that this situation is being addressed accordingly. [redacted] the General Manager, made several attempts to contact you however she was not able to reach you using the phone # [redacted] Messages were left but have yet to receive a return call from you. If you wish to discuss the issue further, please feel free to contact the store and provide the reference # [redacted]
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.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My wife is a stay at home mom, she has not received any phone calls, nor has there been any messages left on our phone. This has now been about three weeks and still no refund has been issued. Your products have been returned in the condition they were purchased in ( in fact they were returned a couple hours later), with a reciept and yet my refund has still not been processed. What I did notice was the amount of the refund was for more than the actual purchase, due to your employees inadequate training. This may be why a refund is stuck in limbo. Please refund my money asap. It should not be my responsibility to continue to wait for your company to figure out where you made a mistake, and refund me my money now and figure out what happened.
Regards,
[redacted]
March 02, 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]
At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough manner. We definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service.
We appreciate your time bringing this issue to our attention. The store's General Manager, [redacted] contacted you and spoke to you regarding this matter. She stated that you did not like the cut done on your dog and that you were requesting a partial refund. To rectify the issue, she confirmed that you will be coming back for that refund. We 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 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]
September 19, 2014
[redacted]
[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, and for our failure to offer stellar customer service.
We checked our records and confirmed that a refund amounting to $53.76 has been processed. A separate email has been sent confirming the refund. In addition, please be assured that proper coaching will be done towards the representative who has assisted you on your initial inquiry. 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. 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]
I appreciate your efforts to placate me, and insofar as my complaint they are satisfactory. However, as a lawyer, I have difficulty with companies who do not follow FTC mail order regulations and simply "strive to do better." Many, many mail order companies do not act in this fashion and I haven't heard any reason why Petco should be different, only that you are "working to improve." Compliance with the law is not a goal that one works toward, it is an absolute requirement of doing business. I will be very happy with Petco, perhaps, when it can state that it is a law abiding company, not that it is working toward that goal.
October 23, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com case# [redacted] regarding your recent petco.com order.
We sincerely apologize for the confusion and...
inconvenience this has caused you. Please know that we would never intentionally mislead our customers for that is not our practice. The promotion states that you can buy one bag of selected Carefresh animal bedding and get one bag of selected Carefresh complete small animal food for free. Nevertheless, we sincerely appreciate you taking the time to share your thoughts. Your feedback is vital for us to continue to improve our products and services.
As a goodwill gesture, we processed a new order for the Carefresh Pet Bedding (SKU 868744). A separate email will be sent confirming the new order number. Our hope is that this will help lessen the negativity surrounding your recent 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]
December 30, 2015[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding the multiple charges in your account. We know it was frustrating on your end and we never intend to...
bring inconvenience to any of our customers. Please accept our sincerest apology for any trouble this has caused you.
One of our Escalation Experts reached out and spoke to you regarding this matter. To rectify the issue, the Escalation Expert requested for a Corporate Check to be issued as a refund for the duplicate charges. Please wait for the check in the mail once it is processed. 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]
March 27, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your experience in one of our stores while doing a return. Please...
accept our sincerest apologies for the inconvenience this has caused.
You mentioned about contacting a store with an inquiry about returning the defective guinea pig cage that you purchased. You did not have the receipt and were okay with getting a store credit for the return. However, when you were already at the store, the return was declined because they claimed that it was purchased from a competitor store, not Petco.
We reached out to the store regarding this concern and have brought this to the District Manager's attention as well. One of the store's managers, [redacted], tried to call you at [redacted] to discuss your concern, but was unable to reach you. An email was also sent to [redacted] requesting for your valid phone number but he has not heard back from you.
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]
March 05, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case #[redacted]. We sincerely apologize that we do not have a Supervisor available when you requested to speak with one at the time of your call. Hence, we have requested one of our Supervisors to reach out to you on February 08, 2016 but she was only able to leave a message.
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. Although our promotions run while supplies last, we have issued an Electronic Gift Card that you can use to purchase similar product that suit your pet's needs. We hope that this will lessen some of the negativity surrounding your last shopping 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. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.[redacted]
Good afternoon -
We are very pleased with Petco's responsiveness and willingness to make this right and feel that our concerns have been fully addressed/resolved. In addition to the refund noted in their response, they also indicated that they would neither charge us for or require us to return the wrong product that was shipped to us. They addressed our concerns promptly and thoroughly, and we are very happy with the level of customer service provided after our initial experience. We will definitely continue to shop at Petco and Petco.com in the future!
Thank you kindly for your assistance in resolving this matter.
Best regards,
[redacted]
April 12, 2015
[redacted]
[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 would like to extend our...
apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situations.
We have processed a replacement for the missing cat foods and as per tracking # [redacted], the package was delivered on Friday, 04/10/2015 at 10:00 A.M. Furthermore, a partial refund in the amount of $15 has been processed as a courtesy. You will receive a separate email confirming the status of your refund. We hope that this will lessen some of the negativity surrounding your last shopping experience.
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.
[redacted]
February 09, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with one of our adoption partners.
This is to confirm that the case has...
been reviewed by our management and stand behind the decision of letting your attorney contact their Legal Department for assistance.
We hope for your appreciation on our position in this matter.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
May 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This is in regards to your Revdex.com case# [redacted] We received your response informing us that the [redacted] card you have is a credit card. As such, we again would like to extend our apologies for the inconvenience this has caused.
After further research on our end, we discovered an error code from your financial institution which was presented to us when we attempted to process payment. Therefore this resulted in a failed order attempt.
Our customer service department manager tried to reach you on May 21st (one call attempt) and May 22nd (two call attempts). However, they have not been successful. They would like to assist you in placing an online order to find out real time if you continue to get declined or not.
Please feel free to reply to this communication or call Petco Customer Relations directly at 1-888-824-PALS (7257) to get in touch with one of our department managers or to provide us of your preferred date and time for you to be contacted. Please use Case# [redacted] as your reference.
Thank you and we look forward to your response.
Sincerely,
[redacted]
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 12, 2017
[redacted]
[redacted]RE: Revdex.com ID #[redacted]
Dear [redacted], This is in response to your Revdex.com case #[redacted] regarding your negative experience at your local Petco store. We regret any frustration this...
may have caused.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 confirmed that she was able to speak with you regarding this matter. They will be waiting for you to come back and assist you with your replacement request. 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. Thank you for your time.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]
Revdex.com:
Happy with the genuine response from Manager [redacted] in [redacted] He and his team went above and beyond to make the matter right..
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]
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 person who wrote the response from PETCO, WAS NOT at the store the day this happened and has not contacted the store in question. I have spoke with employees from that store, and they had advised me, it is a complete waste of time to make any complaint about that store, because they wrote letters in complaining about favoritism, and nothing ever gets done there. There is cameras in that store why don't they watch the video on that day. This is a horrible company and I will never buy anything from them again. I am a child of God and if this company wants to be blind to the kind of people there that is fine, But I have my God fighting for me and I guarantee you he will win. They should be ashamed of themselves giving that kind of answer, for a customer complaint! I only spoke the truth. Who is going to have a receipt for a Christmas present. I guarantee they don't have every receipt from everything they bought in there life time. I am going to be contacting the CEO of this company myself and letting him know of this horrible response. Again I say shame on you people, and the rules of returns were not explained to me that day, he was rude, mean and just said no! IF THEY WOULD WATCH THE VIDEO THEY WOULD SEE THE TRUTH, AND IF THEY WANT TO HIRE PEOPLE ON DRUGS, GOOD THEY WONT BE IN BUSINESS LONG. Have a great day and God bless!
Regards,
[redacted]