May 13, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] about being declined/refused on doing a return of items at our store in [redacted]. Please...
accept our sincerest apologies for the inconvenience this has caused.
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
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. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we have notified the store's upper management of your complaint. They are still investigating about the incident as they have a new General Manager, and that the manager at the time of the incident is no longer with the store. We will notify you as soon as we get a response from them to address your concern.
Please feel free to reply to this communication or call Petco Customer Relations directly at [redacted]) if we can be of any further assistance.
Thank you again for contacting Petco.
Sincerely,
[redacted]
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
March 16, 2015
[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 are...
committed to providing you with the highest quality product and services. Updating the web site against the stocks we have on hand real time is a feature we are still working on. We regret the inconvenience it has caused when you were not informed beforehand the demand exceeded our supply.
Based on tracking # [redacted] the remainder of the order was delivered on the 3rd of March. Furthermore, we issued (3) $5 Rewards coupons as a courtesy in addition to the coupon you already have on your Pals account. A $5 Rewards coupon will be issued for every $100 accumulated purchase online or locally. Coupons will be sent directly to your email address and is valid for 45 days. You can access your account by logging in on [redacted] to track your Pals Rewards program status.
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.
Please contact us again if you need any further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 16, 2015
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We are in receipt of your Revdex.com case# [redacted] regarding your experience with your petco.com order. We regret the...
inconvenience it has caused when you were not informed beforehand the demand exceeded our supply.
We checked and confirmed that order # [redacted] has been cancelled on the 7th of June, 2015. We reached out to the vendor to determine the item's ETA and they confirmed that it will be back in stock on the 20th of August, 2015. We have requested the appropriate department to update the website. As a courtesy, we offered to send you a $15 electronic gift card to your email address. Unfortunately, we have not received any response. Please feel free to respond to the email as our offer is still open.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. I assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
May 04, 2017
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted]
This is in response to your rebuttal letter through Revdex.com case# [redacted]regarding the complaint you filed against the store's advise about purchasing a Merchandise Gift Card for you to purchase an item online while at the store.
We reached out to the store once again. In our desire to resolve your concern and address your request, we have reached out to the upper management. The Store Leader was willing to resolve the issue. The request for refunding the amount back to your account was always on the table as he said. All you need to do is go back to the store, to make it happened and just bring the receipt and the credit card used. 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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
I am going to return the call. My response is that I should have been told up front that boosters are required and that the cost of the booster is MORE than the cost of the vaccination. You shouldn't be able to advertise the cost of "discount" vaccinations for 64.00 dollars when the actual cost is almost 200.00 because the boosters are mandatory and void the vaccination if not done and done within the specified dates within a month or few weeks. That small print means
nothing if it doesn't specify boosters are mandatory and void the vaccination.
September 30, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]
We understand your commitment to ensure the protection of these turtles. We genuinely appreciate the level of compassion you expressed, to ensure nothing less than world class animal care. Certainly, we don't want your perception to be that we are not concerned about the animals in our care. Petco is dedicated to ensuring that all animals receive more than just the basics to survive. We truly care about the quality of life animals have while in our care and their lives once they've joined their new families.
While we wish that we could further assist you with your request, our position still stands. It is not our intention to come up with a decision that would cause frustration to our customer. In any way, we would like to thank you for you helping us to identify ways in which to serve you better.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
November 21, 2014
[redacted]
[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 Watauga, TX.
At Petco, animals are...
our top priority and we would never intentionally risk their lives and health. Your concern has been looked into and forwarded to the group of Specialists to make sure the findings are appropriate.
[redacted], the District Manager stated that the complaint happened 16 months ago. She confirmed that she has contacted you for further discussion however, you refused to discuss this matter with her. As per company policy, Freshwater fish are guaranteed for 30 days from the date of purchase which is stated on the receipt. On the other hand, we do not have any guarantee for saltwater purchases made at store level. We offer a disclaimer for the purchase of saltwater fish, since they are harder to care for and would require expertise. This policy is also contingent with the contract we have for store vendors.
Please know our stores are guided by policies that we must try to enforce. It is not our intention to develop a policy that would cause frustration to our loyal customers.
Thank you for your understanding.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
September 11, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding your recent petco.com order. Please accept our sincerest apology for any trouble this may have...
caused you.
We have confirmed that a refund amounting to $30.59 has been issued for order # [redacted]on September 9th, 2016. The refund will be posted to the original mode of payment used and will reflect within 5-7 business days depending on your bank's terms and conditions. You should receive a separate email confirming the status of your refund.
We hope we have addressed your concern accordingly. 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]
April 27, 2016[redacted]
RE: Revdex.com ID#[redacted]Dear[redacted]
Our office received your Revdex.com complaint case # [redacted]. Thank you for taking the time to notify us of your unsatisfactory experience with our merchandise...
gift card.
The Merchandise gift card that was issued at the store is only good for in-store purchases. The card does not expire and can be used when you shop at any local Petco store. On a lighter note, we have loaded (4) $5 Rewards coupons on your Pals account. The coupons are valid for 45 days and can be used online or in-store at any Petco location. Our hope is that this will help lessen the negativity surrounding your recent experience.
We appreciate your time bringing this issue to our attention. Your feedback is very important and your comments are valued.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
May 10, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal for Revdex.com case# [redacted]. The store's Assistant Manager tried to get in touch with you using the phone #[redacted] but have not heard back from you. He could not leave a message at this point because the voice mailbox is full. They made several attempts of contacting you but to no success. Should you wish to further discuss this matter, please feel free to call the store at[redacted] and speak with the General Manager for further assistance.
Thank you for contacting Petco. Your feedback is very important and your comments are valued.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
January 09, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your recent petco.com order. We would like to apologize for the inconvenience and disappointment that...
you experienced in dealing with our product and service.
We have processed a refund in the amount of $140.10 back to the original mode of payment and a claim has been filed for the damaged order. We completely understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concern. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers.
Thank you for bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
March 23, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office received your Revdex.com case #[redacted] regarding the emails you have been receiving from us. Please accept our sincerest apology...
for any trouble this may have caused you.
The copy of your concern has been forwarded to our technical team to ensure that this case is being addressed accordingly. We have confirmed that your email address has been manually suppressed from all emails.
We hope we have addressed your concern at your satisfaction. Please contact us again if you need any further assistance.
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.
The card is a credit card as I stated clearly in the complaint. This issue has still not been resolved.
Regards,
[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.The...
company has resolved this for me. The complaint can be cancelled.
Regards,
[redacted]
November 24, 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 grooming salon in [redacted], OH.
We...
know how upsetting the visit had been, going all the way to the salon and looking forward to the appointment booked for you - only to find out your dog was not getting groomed. Please accept this as a formal letter of apology for the inconvenience it has caused you and your dog.
Your comments were shared with the upper management of the store right after we received your complaint. [redacted], the Companion Animal Department Manager confirmed that you have been contacted about the situation. She explained that it was written on their journal that your dog was having difficulty standing and was showing signs of stress. After reviewing the notes left by the previous groomer, they recommended taking your Golden Retriever to a veterinarian where it can be monitored during the grooming process. She apologized for the inconvenience that you were not made aware of this but gave you the assurance that it was in the best interest of your Golden Retriever.
We understand your disappointment but hoping you would understand why our partners had to decline grooming your dog. We know this can be frustrating on your part however; Petco partners truly have everyone's best interest in mind. Each groomer in every location is advised to use this discretion as your pet is always our concern.
We definitely understand your situation and appreciate hearing from you. While we wish that we could further assist you with this issue, we have to consider the safety of our customer's pets. We consider you a valued customer and hope that you can appreciate our position in this matter. If we are able to accommodate you in any way that is within our company policy, we will be most happy to do so. Please accept our sincerest apology in this regard.
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]
September 28, 2014
[redacted]
[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 Augusta, ME. The purpose of this...
correspondence is to convey to you our sincere apologies for any inconvenience you and your puppies may have 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.
To that end, we have partnered with the upper management of the store to make sure that this is being addressed accordingly. [redacted], the General Manager reached out to you until he was able to discuss how you would like this matter to be resolved. He confirmed that you went back to the store and they had a chance to talk about your concerns and came up with a resolution. He stated that the District Dog Training mentor will complete the training for you and it will begin on the 7th of October, 2014. In addition, a refund has been issued for the training class. General Manager [redacted] apologized for the terrible experience but was thankful for giving them a second chance to make things right.
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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards,
[redacted]
June 21, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint concerning your experience with our grooming salon in [redacted]. We apologize that your pet has received a...
service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that this experience has caused.
Your concern was brought to the attention of the District Manager of the store. [redacted] confirmed on June 12th that he contacted you and addressed your concerns. He explained why the hair would be removed from the dog's ears and why this was needed on this specific breed. Furthermore, [redacted] has discussed with the Salon team the best practices with regards to the grooming service. The store agreed to pay for the vet bills and they confirmed that you will be using the same salon and groomer on your next visit. We hope that the given resolution has addressed your concern.
Your patronage is important to us and again, our sincerest apologies.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
May 13, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] about being declined/refused on doing a return of items at our store in [redacted]. Please...
accept our sincerest apologies for the inconvenience this has caused.
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know.
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. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we have notified the store's upper management of your complaint. They are still investigating about the incident as they have a new General Manager, and that the manager at the time of the incident is no longer with the store. We will notify you as soon as we get a response from them to address your concern.
Please feel free to reply to this communication or call Petco Customer Relations directly at [redacted]) if we can be of any further assistance.
Thank you again for contacting Petco.
Sincerely,
[redacted]
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
March 16, 2015
[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 are...
committed to providing you with the highest quality product and services. Updating the web site against the stocks we have on hand real time is a feature we are still working on. We regret the inconvenience it has caused when you were not informed beforehand the demand exceeded our supply.
Based on tracking # [redacted] the remainder of the order was delivered on the 3rd of March. Furthermore, we issued (3) $5 Rewards coupons as a courtesy in addition to the coupon you already have on your Pals account. A $5 Rewards coupon will be issued for every $100 accumulated purchase online or locally. Coupons will be sent directly to your email address and is valid for 45 days. You can access your account by logging in on [redacted] to track your Pals Rewards program status.
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.
Please contact us again if you need any further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 16, 2015
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We are in receipt of your Revdex.com case# [redacted] regarding your experience with your petco.com order. We regret the...
inconvenience it has caused when you were not informed beforehand the demand exceeded our supply.
We checked and confirmed that order # [redacted] has been cancelled on the 7th of June, 2015. We reached out to the vendor to determine the item's ETA and they confirmed that it will be back in stock on the 20th of August, 2015. We have requested the appropriate department to update the website. As a courtesy, we offered to send you a $15 electronic gift card to your email address. Unfortunately, we have not received any response. Please feel free to respond to the email as our offer is still open.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. I assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
May 04, 2017
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted]
This is in response to your rebuttal letter through Revdex.com case# [redacted]regarding the complaint you filed against the store's advise about purchasing a Merchandise Gift Card for you to purchase an item online while at the store.
We reached out to the store once again. In our desire to resolve your concern and address your request, we have reached out to the upper management. The Store Leader was willing to resolve the issue. The request for refunding the amount back to your account was always on the table as he said. All you need to do is go back to the store, to make it happened and just bring the receipt and the credit card used. 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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
I am going to return the call. My response is that I should have been told up front that boosters are required and that the cost of the booster is MORE than the cost of the vaccination. You shouldn't be able to advertise the cost of "discount" vaccinations for 64.00 dollars when the actual cost is almost 200.00 because the boosters are mandatory and void the vaccination if not done and done within the specified dates within a month or few weeks. That small print means
nothing if it doesn't specify boosters are mandatory and void the vaccination.
September 30, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted]
We understand your commitment to ensure the protection of these turtles. We genuinely appreciate the level of compassion you expressed, to ensure nothing less than world class animal care. Certainly, we don't want your perception to be that we are not concerned about the animals in our care. Petco is dedicated to ensuring that all animals receive more than just the basics to survive. We truly care about the quality of life animals have while in our care and their lives once they've joined their new families.
While we wish that we could further assist you with your request, our position still stands. It is not our intention to come up with a decision that would cause frustration to our customer. In any way, we would like to thank you for you helping us to identify ways in which to serve you better.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
November 21, 2014
[redacted]
[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 Watauga, TX.
At Petco, animals are...
our top priority and we would never intentionally risk their lives and health. Your concern has been looked into and forwarded to the group of Specialists to make sure the findings are appropriate.
[redacted], the District Manager stated that the complaint happened 16 months ago. She confirmed that she has contacted you for further discussion however, you refused to discuss this matter with her. As per company policy, Freshwater fish are guaranteed for 30 days from the date of purchase which is stated on the receipt. On the other hand, we do not have any guarantee for saltwater purchases made at store level. We offer a disclaimer for the purchase of saltwater fish, since they are harder to care for and would require expertise. This policy is also contingent with the contract we have for store vendors.
Please know our stores are guided by policies that we must try to enforce. It is not our intention to develop a policy that would cause frustration to our loyal customers.
Thank you for your understanding.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
September 11, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding your recent petco.com order. Please accept our sincerest apology for any trouble this may have...
caused you.
We have confirmed that a refund amounting to $30.59 has been issued for order # [redacted]on September 9th, 2016. The refund will be posted to the original mode of payment used and will reflect within 5-7 business days depending on your bank's terms and conditions. You should receive a separate email confirming the status of your refund.
We hope we have addressed your concern accordingly. 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]
April 27, 2016[redacted]
RE: Revdex.com ID#[redacted]Dear[redacted]
Our office received your Revdex.com complaint case # [redacted]. Thank you for taking the time to notify us of your unsatisfactory experience with our merchandise...
gift card.
The Merchandise gift card that was issued at the store is only good for in-store purchases. The card does not expire and can be used when you shop at any local Petco store. On a lighter note, we have loaded (4) $5 Rewards coupons on your Pals account. The coupons are valid for 45 days and can be used online or in-store at any Petco location. Our hope is that this will help lessen the negativity surrounding your recent experience.
We appreciate your time bringing this issue to our attention. Your feedback is very important and your comments are valued.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
May 10, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
This communication is in response to your rebuttal for Revdex.com case# [redacted]. The store's Assistant Manager tried to get in touch with you using the phone #[redacted] but have not heard back from you. He could not leave a message at this point because the voice mailbox is full. They made several attempts of contacting you but to no success. Should you wish to further discuss this matter, please feel free to call the store at[redacted] and speak with the General Manager for further assistance.
Thank you for contacting Petco. Your feedback is very important and your comments are valued.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
January 09, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your recent petco.com order. We would like to apologize for the inconvenience and disappointment that...
you experienced in dealing with our product and service.
We have processed a refund in the amount of $140.10 back to the original mode of payment and a claim has been filed for the damaged order. We completely understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concern. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers.
Thank you for bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
March 23, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office received your Revdex.com case #[redacted] regarding the emails you have been receiving from us. Please accept our sincerest apology...
for any trouble this may have caused you.
The copy of your concern has been forwarded to our technical team to ensure that this case is being addressed accordingly. We have confirmed that your email address has been manually suppressed from all emails.
We hope we have addressed your concern at your satisfaction. Please contact us again if you need any further assistance.
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.
The card is a credit card as I stated clearly in the complaint. This issue has still not been resolved.
Regards,
[redacted]
There is no option for me to write this in your website. You can now close the file, because Petco has reimbursed me. Thank you
[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.The...
company has resolved this for me. The complaint can be cancelled.
Regards,
[redacted]
November 24, 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 grooming salon in [redacted], OH.
We...
know how upsetting the visit had been, going all the way to the salon and looking forward to the appointment booked for you - only to find out your dog was not getting groomed. Please accept this as a formal letter of apology for the inconvenience it has caused you and your dog.
Your comments were shared with the upper management of the store right after we received your complaint. [redacted], the Companion Animal Department Manager confirmed that you have been contacted about the situation. She explained that it was written on their journal that your dog was having difficulty standing and was showing signs of stress. After reviewing the notes left by the previous groomer, they recommended taking your Golden Retriever to a veterinarian where it can be monitored during the grooming process. She apologized for the inconvenience that you were not made aware of this but gave you the assurance that it was in the best interest of your Golden Retriever.
We understand your disappointment but hoping you would understand why our partners had to decline grooming your dog. We know this can be frustrating on your part however; Petco partners truly have everyone's best interest in mind. Each groomer in every location is advised to use this discretion as your pet is always our concern.
We definitely understand your situation and appreciate hearing from you. While we wish that we could further assist you with this issue, we have to consider the safety of our customer's pets. We consider you a valued customer and hope that you can appreciate our position in this matter. If we are able to accommodate you in any way that is within our company policy, we will be most happy to do so. Please accept our sincerest apology in this regard.
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]
September 28, 2014
[redacted]
[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 Augusta, ME. The purpose of this...
correspondence is to convey to you our sincere apologies for any inconvenience you and your puppies may have 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.
To that end, we have partnered with the upper management of the store to make sure that this is being addressed accordingly. [redacted], the General Manager reached out to you until he was able to discuss how you would like this matter to be resolved. He confirmed that you went back to the store and they had a chance to talk about your concerns and came up with a resolution. He stated that the District Dog Training mentor will complete the training for you and it will begin on the 7th of October, 2014. In addition, a refund has been issued for the training class. General Manager [redacted] apologized for the terrible experience but was thankful for giving them a second chance to make things right.
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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards,
[redacted]
June 21, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint concerning your experience with our grooming salon in [redacted]. We apologize that your pet has received a...
service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that this experience has caused.
Your concern was brought to the attention of the District Manager of the store. [redacted] confirmed on June 12th that he contacted you and addressed your concerns. He explained why the hair would be removed from the dog's ears and why this was needed on this specific breed. Furthermore, [redacted] has discussed with the Salon team the best practices with regards to the grooming service. The store agreed to pay for the vet bills and they confirmed that you will be using the same salon and groomer on your next visit. We hope that the given resolution has addressed your concern.
Your patronage is important to us and again, our sincerest apologies.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]