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]
November 11, 2014
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your recent petco.com order.
Please accept this as a formal...
letter of apology for the undue stress this has caused you. It 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.
It has been confirmed that the items have been rerouted back to our warehouse. To that end, a refund was issued on the 8th of November for $65.33. A separate email will be sent confirming the status of the refund. We hope that the given resolution is sufficient to address your concern accordingly.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,
[redacted]
Customer Relations 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]
October 15, 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]...
[redacted]
Please accept this as a formal letter of apology for the undue stress this has caused you. It is perfectly understandable that you are very upset about what happened and please know that we never intend to bring any inconvenience to our customer.
[redacted] the General Manager confirmed that he has spoken to you regarding the incident. He stated that our store partner who assisted your son apologized and offered to exchange for the correct product.
Instead of your request for car gasoline, the store partner offered a $4 Be My Guest coupon that you could use towards your future purchase in which you eventually accepted. Your son picked up the item after your conversation with the Manager on Duty. Moreover, they have extended their assistance by honoring the petco.com price match of $6.99 for the battery rather than the $9.99 store price as a good faith gesture. The store explained that they have issued $4 in the form of a coupon plus they matched the online price thus, in effect you got $7 savings.
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]
March 31, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with our grooming salon 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 are sorry to hear about what happened to your dog. We are hopeful that he has somehow recovered from what happened.
To assist you, we brought this to the attention of the upper management of the store. [redacted] the District Manager reached out to you for further discussion. She confirmed that you will be returning to the store for a refund. The General Manager will be assisting you upon your visit to the store.
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]
May 28, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This is in regards to your Revdex.com case# [redacted] We received your response to our email saying that we are still investigating this matter. Please accept our sincerest apologies for the inconvenience this has caused.
Much is our desire to resolve and address your concern the soonest possible time; however, at this time, the store's upper management has consulted and is working with our legal department in further investigating on your case to determine the best resolution for it. We will provide you with any updates once we receive their response.
Thank you for your patience and understanding on this matter. Please feel free to reply to this communication or call Petco Customer Relations directly at [redacted] if we can be of any further assistance and updates.
Sincerely,
[redacted]
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
January 05, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding the status of your refund. We would like to apologize for the inconvenience caused and assure...
you that we have taken the necessary steps to remedy the situation.
We have confirmed that a refund amounting to $23.98 has been processed for order #[redacted] on December 28th, 2015. You should receive a separate email confirming the status of your refund. We hope we have addressed your concern accordingly.
Please contact us again if you need 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 find that this resolution satisfactory to me.
Regards,
[redacted]
April 20, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your concern with our store in [redacted]. At Petco, we pride ourselves...
on convenience and strong customer service and the service you received certainly did not reflect our standards. We definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service.
We reached out to the store regarding your concern and [redacted] confirmed that you came into the store today and both of you were able to speak in person. She said that it was a great conversation and she offered Be My Guest coupons. [redacted] added that you were pleased with how it was resolved.
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]
June 01, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your feedback on the live fish at our Petco stores. We sincerely appreciate you taking the time to share your thoughts.
The...
Bettas are displayed in cups designed specifically for these fish. They enjoy small spaces and must live in relative isolation due to aggressive nature towards other fish, especially other male Bettas. The cups are covered to avoid spillage and pollutants from entering the water- however all have ventilation ports in the lids. Air and food can pass thru. Our containers are actually larger than what most pet stores use and were specifically designed to provide the Betta with a safe, clean temporary home. They should not be kept in a large tank with other fish and water is changed several times a week with prepped water and they are fed betta food daily.
When purchased we do inform customers a larger tank- although not much larger, is needed for long term care. These are temporary homes and the Bettas sell usually within a week at the store. That said, people do keep Bettas in very small containers - often with a single small plant for decor. They take air off the surface so they do not need an air pump. These fish will also typically sit motionless either near the surface or on the bottom when not active.
The stores have procedures that guide the employees on how to care for, feed and maintain the fish, as well as educate potential owners of these facts if they don't already know. Our training and care sheets are established by an Animal Care advisory panel that includes specialists on certain animals and fish, veterinarians, and our own chief Veterinarian. These policies and procedures are intended to establish a routine in every store that helps insure consistent care across many stores and regions.
We appreciate the concern and will continue working hard to help ensure the proper care and treatment of animals in every aspect of our business. Thank you for bringing this issue to our attention.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
December 21, 2014
[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.
We would like to request a tracking number that can confirm that the leash and collar were successfully returned to our warehouse. Once you are able to provide the tracking number and we can validate the return, we can proceed with issuing a refund to your account. On a lighter note, a refund amounting to $89.44 has been processed for the other order that you did not receive. A separate email will be sent confirming the status of the refund.
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.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
March 10, 2017
[redacted]
[redacted]
RE: Revdex.com ID #[redacted]
Dear Bernard Tu,
This communication is in response to your Revdex.com case# [redacted] regarding PETC-BED 24X18 PLY BR (2291391). We understand how...
frustrating it can be when the product you are looking for and/or count on is out of stock.
Please know that we do everything possible to ensure that the products we carry are in-stock and ready-to-ship; however, sometimes demand outpaces supply and we fall short. Our website may not also reflect stock update real time and this is somethng we are still working on to improve. Although we are unable to honor your request at this time since our promotions run while supplies last, we have issued a $10.00 EGift Card that you can use to purchase similar product that suit your pet's needs. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores. 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.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
January 19, 2017
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Our office received your rebuttal letter regarding Revdex.com case# [redacted]. We apologize once again that you feel you were mistreated at one of our stores.
After a second thorough investigation on our end, your request for a refund has been denied. Our policy is that without a receipt we do not return electronic items and that is clearly stated on our website return policy.
Thank you for your time.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
[redacted]
December 01, 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 Kenner, LA.
At Petco,...
animals are our top priority and we would never intentionally risk their lives and health. We are serious about the quality, safety and durability of the products we make, and because of that, feedback like yours helps us with our continuous improvement process. Any of these types of issues are reviewed and taken seriously, so thank you for bringing it to our attention.
Your comments were shared with the senior management of the store to make sure they are being addressed. It was confirmed that you have been contacted by the District Manager for further discussion. He assured you that they would take a more active role in following up on this store's execution in rotation of food and attention to our adopted animals. He has taken appropriate corrective action with the store team partners involved in this miss.
In addition, [redacted] stated that the food has been checked and the cat cages were cleaned. There was no sick cat or loose stool in the cat adoption habitats. The cat had spilled water into the litter and this was mistaken as the loose stool. The store management has taken ownership for the errors and made plans to ensure improved execution.
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]
February 11, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your concern with our grooming salon in [redacted]. We are sorry to hear about your recent experience.
We have shared...
your concerns with the senior management of the store to ensure that this is being addressed accordingly. The District Manager confirmed that he contacted you several times but couldn’t come to an agreement based on differences. While we wish that we could further assist you with this matter, however, the case has been reviewed by our Management group and they stand behind the decision. 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. Your feedback is very important and your comments are valued.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
I was contacted by Daryl at Petco [redacted] on
Saturday, July 4th. He said that he cannot offer me a credit of any
kind at a Petco by our house, but if my sister wants to return to the
[redacted] Petco, he will give her $30 worth of merchandise for the dog of her
choice to compensate for the bad treat and the gas money to come back to
his store.He said that the response I received as not
correct and that if a bad cookie is found they are supposed to throw ALL
of them away, and that the morning cashier's are supposed to look at
the cookies each morning. However, I did find it very
disturbing that he admitted they have a constant problem with worms in
the frosted treatery , jumbo specialty cookies. Those cookies need to be
refridgerated, as they do at other pet stores where I live (e.g.
Dexter's Deli in Del Mar) instead of leaving them in a partially opened
case at room temperature. So, it is ok that I forgot to add the photos
to the original submission for proof since he admitted it is a KNOWN PROBLEM.But
I would like for my review to remain on the Revdex.com website because
even though it is a known problem, they are not going to change their
process to prevent the worm infestations to begin with. And I will just
make sure that my nephew buys treats and toys for my dog that are NOT from the treatery bar.I accept the resolution as Daryl and I discussed 7/4/14. I gave [redacted] my sister's name ([redacted]) and she confirmed with me that when she returns from LA she and my nephew will go to the [redacted] store to select something for my dog.thanks,[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 manager was extremely rude and talk down to us the whole time we were there and refused to sell us another [redacted]. They stated the [redacted] we purchased was used and return and every part worked. We had no problem with it being used as long as all the parts worked. None of these this were true and the manager treated us like we were stupid and didn't know what used meant and like we made the tank look like it did and broke the pieces just to cause problems.
Regards,
[redacted]
October 15, 2014
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your Pals account.
We continue to be...
committed in providing you and all of our customers with the highest standards of service in the industry. We can understand that the situation makes you feel upset and we will work toward fixing this situation for you. Please accept this as a formal letter of apology for the inconvenience it has caused you.
Your concern has been looked into to ensure that this is being addressed accordingly. To that end, we have issued $20 rewards coupons to your Pals account as a goodwill gesture. These rewards coupons are good for both store purchases and online orders and are valid for 45 days. You will be updated about the status of your rewards via email or simply login to your online account. We hope that the given resolution will be sufficient to correct the error and address the inconvenience this has caused you.
Let this be an assurance that Petco is committed to satisfactory 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.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]
February 24, 2016[redacted]RE: Revdex.com ID#[redacted]Dear [redacted]
We received your Revdex.com complaint regarding your concern with our Petco Premium 2-Door Dog Crate, XX-Large SKU 1281119. We understand how frustrating it can be when a...
store is out of a product you are looking for and/or count on.
Unfortunately, this item is out of stock and we do not have an estimated time as to when it will be back in stock. Updating the website 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 before hand the demand exceeded our supply. While we are unable to honor your request at this time, we will be sending you a $30.00 EGift Card that you can use on your future order. You will receive this in a separate email. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has not tried to call me once no messages on my phone and the phone number is correct. She is also the one manger that [redacted] indicated that told her to charge me again for services unsatisfactory. I need to have this resolved at a higher level than [redacted]. The sign stated complete satisfaction or its free. I was not satisfied I was not offered a free service but was charged more. I merely wanted the services I paid for a standard groom which was neglected. No hair removed from ears, nails barely touched no treats with extended service to go home with.
At the time that I asked to return to complete services is when satisfaction could be met. I now want a change in policy at Petco stores. All service rendered must be reviewed with owner before they leave and all services itemized and signed ok by owner when picking up. Plus a immediate informative of why they cannot provide this service to your dog before they groom and if they will reduce the price from the groom if they cannot perform the service. EG I can't shave his paws he won't let us he squirms too much I will deduct form base price. Provide details of why you are not satisfied with this resolution.
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.
Regards,
[redacted]
November 11, 2014
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your recent petco.com order.
Please accept this as a formal...
letter of apology for the undue stress this has caused you. It 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.
It has been confirmed that the items have been rerouted back to our warehouse. To that end, a refund was issued on the 8th of November for $65.33. A separate email will be sent confirming the status of the refund. We hope that the given resolution is sufficient to address your concern accordingly.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,
[redacted]
Customer Relations 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]
October 15, 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]...
[redacted]
Please accept this as a formal letter of apology for the undue stress this has caused you. It is perfectly understandable that you are very upset about what happened and please know that we never intend to bring any inconvenience to our customer.
[redacted] the General Manager confirmed that he has spoken to you regarding the incident. He stated that our store partner who assisted your son apologized and offered to exchange for the correct product.
Instead of your request for car gasoline, the store partner offered a $4 Be My Guest coupon that you could use towards your future purchase in which you eventually accepted. Your son picked up the item after your conversation with the Manager on Duty. Moreover, they have extended their assistance by honoring the petco.com price match of $6.99 for the battery rather than the $9.99 store price as a good faith gesture. The store explained that they have issued $4 in the form of a coupon plus they matched the online price thus, in effect you got $7 savings.
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]
March 31, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding your concern with our grooming salon 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 are sorry to hear about what happened to your dog. We are hopeful that he has somehow recovered from what happened.
To assist you, we brought this to the attention of the upper management of the store. [redacted] the District Manager reached out to you for further discussion. She confirmed that you will be returning to the store for a refund. The General Manager will be assisting you upon your visit to the store.
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]
May 28, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This is in regards to your Revdex.com case# [redacted] We received your response to our email saying that we are still investigating this matter. Please accept our sincerest apologies for the inconvenience this has caused.
Much is our desire to resolve and address your concern the soonest possible time; however, at this time, the store's upper management has consulted and is working with our legal department in further investigating on your case to determine the best resolution for it. We will provide you with any updates once we receive their response.
Thank you for your patience and understanding on this matter. Please feel free to reply to this communication or call Petco Customer Relations directly at [redacted] if we can be of any further assistance and updates.
Sincerely,
[redacted]
[redacted]
Customer Relation Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
January 05, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint with case# [redacted] regarding the status of your refund. We would like to apologize for the inconvenience caused and assure...
you that we have taken the necessary steps to remedy the situation.
We have confirmed that a refund amounting to $23.98 has been processed for order #[redacted] on December 28th, 2015. You should receive a separate email confirming the status of your refund. We hope we have addressed your concern accordingly.
Please contact us again if you need 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 find that this resolution satisfactory to me.
Regards,
[redacted]
April 20, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your concern with our store in [redacted]. At Petco, we pride ourselves...
on convenience and strong customer service and the service you received certainly did not reflect our standards. We definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service.
We reached out to the store regarding your concern and [redacted] confirmed that you came into the store today and both of you were able to speak in person. She said that it was a great conversation and she offered Be My Guest coupons. [redacted] added that you were pleased with how it was resolved.
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]
June 01, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your feedback on the live fish at our Petco stores. We sincerely appreciate you taking the time to share your thoughts.
The...
Bettas are displayed in cups designed specifically for these fish. They enjoy small spaces and must live in relative isolation due to aggressive nature towards other fish, especially other male Bettas. The cups are covered to avoid spillage and pollutants from entering the water- however all have ventilation ports in the lids. Air and food can pass thru. Our containers are actually larger than what most pet stores use and were specifically designed to provide the Betta with a safe, clean temporary home. They should not be kept in a large tank with other fish and water is changed several times a week with prepped water and they are fed betta food daily.
When purchased we do inform customers a larger tank- although not much larger, is needed for long term care. These are temporary homes and the Bettas sell usually within a week at the store. That said, people do keep Bettas in very small containers - often with a single small plant for decor. They take air off the surface so they do not need an air pump. These fish will also typically sit motionless either near the surface or on the bottom when not active.
The stores have procedures that guide the employees on how to care for, feed and maintain the fish, as well as educate potential owners of these facts if they don't already know. Our training and care sheets are established by an Animal Care advisory panel that includes specialists on certain animals and fish, veterinarians, and our own chief Veterinarian. These policies and procedures are intended to establish a routine in every store that helps insure consistent care across many stores and regions.
We appreciate the concern and will continue working hard to help ensure the proper care and treatment of animals in every aspect of our business. Thank you for bringing this issue to our attention.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
December 21, 2014
[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.
We would like to request a tracking number that can confirm that the leash and collar were successfully returned to our warehouse. Once you are able to provide the tracking number and we can validate the return, we can proceed with issuing a refund to your account. On a lighter note, a refund amounting to $89.44 has been processed for the other order that you did not receive. A separate email will be sent confirming the status of the refund.
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.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
March 10, 2017
[redacted]
[redacted]
RE: Revdex.com ID #[redacted]
Dear Bernard Tu,
This communication is in response to your Revdex.com case# [redacted] regarding PETC-BED 24X18 PLY BR (2291391). We understand how...
frustrating it can be when the product you are looking for and/or count on is out of stock.
Please know that we do everything possible to ensure that the products we carry are in-stock and ready-to-ship; however, sometimes demand outpaces supply and we fall short. Our website may not also reflect stock update real time and this is somethng we are still working on to improve. Although we are unable to honor your request at this time since our promotions run while supplies last, we have issued a $10.00 EGift Card that you can use to purchase similar product that suit your pet's needs. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores. 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.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
January 19, 2017
[redacted]
[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Our office received your rebuttal letter regarding Revdex.com case# [redacted]. We apologize once again that you feel you were mistreated at one of our stores.
After a second thorough investigation on our end, your request for a refund has been denied. Our policy is that without a receipt we do not return electronic items and that is clearly stated on our website return policy.
Thank you for your time.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
[redacted]
December 01, 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 Kenner, LA.
At Petco,...
animals are our top priority and we would never intentionally risk their lives and health. We are serious about the quality, safety and durability of the products we make, and because of that, feedback like yours helps us with our continuous improvement process. Any of these types of issues are reviewed and taken seriously, so thank you for bringing it to our attention.
Your comments were shared with the senior management of the store to make sure they are being addressed. It was confirmed that you have been contacted by the District Manager for further discussion. He assured you that they would take a more active role in following up on this store's execution in rotation of food and attention to our adopted animals. He has taken appropriate corrective action with the store team partners involved in this miss.
In addition, [redacted] stated that the food has been checked and the cat cages were cleaned. There was no sick cat or loose stool in the cat adoption habitats. The cat had spilled water into the litter and this was mistaken as the loose stool. The store management has taken ownership for the errors and made plans to ensure improved execution.
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]
February 11, 2016[redacted]RE: Revdex.com ID# [redacted]Dear [redacted]
We received your Revdex.com complaint regarding your concern with our grooming salon in [redacted]. We are sorry to hear about your recent experience.
We have shared...
your concerns with the senior management of the store to ensure that this is being addressed accordingly. The District Manager confirmed that he contacted you several times but couldn’t come to an agreement based on differences. While we wish that we could further assist you with this matter, however, the case has been reviewed by our Management group and they stand behind the decision. 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. Your feedback is very important and your comments are valued.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
I was contacted by Daryl at Petco [redacted] on
Saturday, July 4th. He said that he cannot offer me a credit of any
kind at a Petco by our house, but if my sister wants to return to the
[redacted] Petco, he will give her $30 worth of merchandise for the dog of her
choice to compensate for the bad treat and the gas money to come back to
his store.He said that the response I received as not
correct and that if a bad cookie is found they are supposed to throw ALL
of them away, and that the morning cashier's are supposed to look at
the cookies each morning. However, I did find it very
disturbing that he admitted they have a constant problem with worms in
the frosted treatery , jumbo specialty cookies. Those cookies need to be
refridgerated, as they do at other pet stores where I live (e.g.
Dexter's Deli in Del Mar) instead of leaving them in a partially opened
case at room temperature. So, it is ok that I forgot to add the photos
to the original submission for proof since he admitted it is a KNOWN PROBLEM.But
I would like for my review to remain on the Revdex.com website because
even though it is a known problem, they are not going to change their
process to prevent the worm infestations to begin with. And I will just
make sure that my nephew buys treats and toys for my dog that are NOT from the treatery bar.I accept the resolution as Daryl and I discussed 7/4/14. I gave [redacted] my sister's name ([redacted]) and she confirmed with me that when she returns from LA she and my nephew will go to the [redacted] store to select something for my dog.thanks,[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 manager was extremely rude and talk down to us the whole time we were there and refused to sell us another [redacted]. They stated the [redacted] we purchased was used and return and every part worked. We had no problem with it being used as long as all the parts worked. None of these this were true and the manager treated us like we were stupid and didn't know what used meant and like we made the tank look like it did and broke the pieces just to cause problems.
Regards,
[redacted]
October 15, 2014
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your Pals account.
We continue to be...
committed in providing you and all of our customers with the highest standards of service in the industry. We can understand that the situation makes you feel upset and we will work toward fixing this situation for you. Please accept this as a formal letter of apology for the inconvenience it has caused you.
Your concern has been looked into to ensure that this is being addressed accordingly. To that end, we have issued $20 rewards coupons to your Pals account as a goodwill gesture. These rewards coupons are good for both store purchases and online orders and are valid for 45 days. You will be updated about the status of your rewards via email or simply login to your online account. We hope that the given resolution will be sufficient to correct the error and address the inconvenience this has caused you.
Let this be an assurance that Petco is committed to satisfactory 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.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]
February 24, 2016[redacted]RE: Revdex.com ID#[redacted]Dear [redacted]
We received your Revdex.com complaint regarding your concern with our Petco Premium 2-Door Dog Crate, XX-Large SKU 1281119. We understand how frustrating it can be when a...
store is out of a product you are looking for and/or count on.
Unfortunately, this item is out of stock and we do not have an estimated time as to when it will be back in stock. Updating the website 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 before hand the demand exceeded our supply. While we are unable to honor your request at this time, we will be sending you a $30.00 EGift Card that you can use on your future order. You will receive this in a separate email. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has not tried to call me once no messages on my phone and the phone number is correct. She is also the one manger that [redacted] indicated that told her to charge me again for services unsatisfactory. I need to have this resolved at a higher level than [redacted]. The sign stated complete satisfaction or its free. I was not satisfied I was not offered a free service but was charged more. I merely wanted the services I paid for a standard groom which was neglected. No hair removed from ears, nails barely touched no treats with extended service to go home with.
At the time that I asked to return to complete services is when satisfaction could be met. I now want a change in policy at Petco stores. All service rendered must be reviewed with owner before they leave and all services itemized and signed ok by owner when picking up. Plus a immediate informative of why they cannot provide this service to your dog before they groom and if they will reduce the price from the groom if they cannot perform the service. EG I can't shave his paws he won't let us he squirms too much I will deduct form base price. Provide details of why you are not satisfied with this resolution.
Regards,
[redacted]