June 15, 2017[redacted]
[redacted]RE: Revdex.com ID # [redacted]Dear [redacted], This is in response to your rebuttal letter through Revdex.com case# [redacted]. Again, we would like to express our sincerest apologies for the inconvenience that your experience may have caused.Fin Rot is a bacterial infection, bacteria can be found on anything and that does include the plants, but also the water in the store’s tank that the plant came from. Bacteria is found everywhere. Since we cannot confirm where the bacteria came from, we have requested [redacted] - the Store Leader to check and help you out. We were advised that he has been trying to contact you via phone but was not able to reach you. Should you wish to discuss this issue further with the Store Leader, you may contact him at 904-997-[redacted].Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]
Revdex.com:I went to the store today 6/2/17 to resolve the issue at approximately 10AM. "[redacted]" was not available. However, I talked to another manager "[redacted]." I presented [redacted] with a copy of the Revdex.com letter, PETCO corporate response, a copy of my original receipt and a screen shot of the product on the Petco website. She told me that she could not handle it because it was an "official matter" and would "provide me with [redacted]'s schedule." I expressed my discontent with this answer and told her it was an inconvenience to return to the store again. Why should I have to return to the store a SECOND time based on a manager's schedule? Shouldn't a MANAGER be able to call the corporate office, verify the claim and confirm the correct course of action? Furthermore, my personal life does not revolve around the schedule of a manager at the store. I have attached the same documentation that I provided at the store a short while ago. Please send me a check for the difference to the address on my Revdex.com complaint. I am not making another trip back to the store. Please coach your managers on how to better handle these issues.
Regards,
[redacted]
April 04, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding the living conditions of the companion animals in our [redacted]...
store. The purpose of this letter is to formally offer our sincere apology for the frustration this concern has caused you.
Certainly, we don't want your perception to be that we are not concerned about the animals in our care. We have developed a series of policies, procedures, training programs, classes, videos and care sheets to educate our associates and our customers on animal care standards. They provide the direction needed so our associates and new animal owners know and understand the high standards we expect regarding appropriate animal care. It is our goal to provide as much help as possible to ensure that proper treatment of animals extends beyond our stores and into the homes of responsible pet owners.
Your comments have been shared to the appropriate upper management in charge of the store to ensure your complaint is addressed. [redacted], the store's General Manager tried to contact you twice using the phone # [redacted] and left several messages but he has not received any return calls from you. We encourage you to contact the store for further discussion of this matter.
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 Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]
November 25, 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 Edmond, OK.
We strive to have our...
products produced in an environment that meets the highest standards of quality, safety and social compliance, and we test our products to ensure they are safe for pets and pet parents alike. It is with great regret and concern that we received your complaint about the product that caused the death of your fish.
We have shared your feedback with the senior management of the store and the General Manager confirmed that he reached out to you on the 22nd of November for further discussion. He confirmed that both party came up with an agreement of getting the issue fixed. Both you and your wife have discussed the discount agreement to which you have requested a gift card for the amount instead of replacing the fish so you may buy fish when you feel the tank is ready. To that end, you were scheduled to come to the store on the 24th of November to finally address the situation.
We hope that the given resolution is sufficient to address your concern accordingly. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. It's our goal to retain you as a satisfied customer and we hope to serve you again in the future.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
February 01, 2017
[redacted]
PO Box 364
C[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Our office has received your Revdex.com case# [redacted] regarding your petco.com order. We completely understand your frustration about not...
arriving at a resolution even after repeatedly contacting our support center regarding your order concern. Let us assure you that coaching will be done towards the representative involved.
To assist you, we have coordinated with our Shipping Department and they confirmed that they have removed USPS Parcel Select service as an option and you should not experience this issue again in the future. All USPS will be shipped via USPS Priority Mail with a 3-6 day time in transit.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
I fully understand that two people (or more) may simultaneously order the same items, leaving the items out of stock in a particular case. However, that is not what happened here. I chose the collars I chose because they clearly showed "in stock," in my cart they showed "in stock," *after* my money was taken I received an e-mail saying "out of stock," and three weeks later with zero communication with me this portion of my order was canceled and no refund given. Following a number of calls to Petco, I *finally* received a refund. I then located other collars, which clearly showed "in stock" on both the website and in my cart, ordered them, and received an e-mail afterward stating that they were out of stock. Again, no indication of when they would be available for shipment. This time, however, one angry call got my card refunded.
It is not appropriate to repeatedly seize customers' money for items which are not in stock with no regard for the customers' needs. Perhaps my experience is an exception, but it was absolutely inappropriate customer "service." Again I suggest that Petco check the FTC regulations concerning "back ordered items" and properly notify its customers.
On both of these attempted purchases, the items that I was told were in stock remained on the website for days showing "in stock." Along with this, your website clearly states "usually ships the next day." It is not appropriate to mislead customers and take their money.
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.
This company allowed a peer to [redacted] to try and resolve this issue. [redacted] is a fellow CRM - a peer and she cannot take action on [redacted] refused to escalate the matter. [redacted] is back at work and still refused to resolve this matter. This company customer service agents and customer relation manager has lied one too many times. Initially I only asked that [redacted] resolve this issue and compensation of Bil Jacs training treat and Dog Pad. Now, with all the lies and refusal to response by [redacted], I am asking $500.00 in compensation especially since I am still waiting for one more item (on a different order) while payment was taken out of my account.
Regards,
[redacted]
September 09, 2016[redacted]
RE: Revdex.com ID#[redacted]Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your request for the Rewards coupons that should have been added to your...
account. Please accept our sincerest apologies for the inconvenience this has caused.
We definitely understand your situation and appreciate hearing from you. We have reviewed all the contacts to Petco that you have made, and found that there have been compensation made and your PALS coupons have been reissued multiple times. While we wish that we could further assist you with your request, we found that the representative ensured that you were provided the necessary assistance, and was able to address your concern each time.
We value your business and we would like to retain you as our valued customer. Again, please accept our apologies. Thank you for your understanding in this matter.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
November 06, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted] regarding your recent petco.com order.
We understand that it is frustrating on your end and we never wanted to bring inconvenience to our customers. Your concern has been looked into to ensure that this is being addressed accordingly.
We regret to inform you that we are unable to process a full credit for your order since a replacement for the item was processed. However, we have issued a partial refund for your online purchase amounting to $50 on the 6th of November, 2014. We consider you a valued customer and hope that you can appreciate our position in this matter. Please accept our sincerest apology in this regard.
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]
January 25, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Thank you for contacting Petco.
Our office has received your letter regarding your pet's illness due to the treats that you purchased from one of...
our stores. We are committed to providing you with the highest quality product and regret any inconvenience this has caused you and most especially, your pet.
In our desire to resolve your concern and address your request, we have turned over your case to [redacted], our third party claim department to ensure your complaint is being addressed accordingly. We know that we can really never make up for your inconvenience; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]
December 30, 2015
[redacted]
[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 and we were informed that your account has been unsubscribed on December 18th. We have tried contacting you by phone and email but to no success. If you can possibly send us a copy of the latest email that you received so we can look into this further. We hope that you can give us the opportunity to make things right for you. Please feel free to call us at [redacted] and provide the reference [redacted] or respond to the email for further discussion of this matter.
Please contact us again if you need any further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
[redacted]
October 07, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your Repeat Delivery Subscription and the service you received from one of our Supervisors. Please accept our apologies...
for the difficulties and inconvenience you have experienced.
We have reviewed our records and found out that the Natural Balance Limited Ingredient Diets Buffalo & Sweet Potato Canned Dog Food, Case of 12 did not process; hence, it wasn't included in your recent repeat delivery order #[redacted] and you were not billed for it. We are sharing your concern to the IT Department so they can check the issue.
To make amend, we have issued $61.90 refund to your recent order for the [redacted]). Please note that the $15.00 credit that was promised by the Supervisor you spoke with was loaded to your card and you may use it anytime. We hope that this is sufficient enough to address your concern.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering. 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.Case#:[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have been contacted by [redacted] out of Calif that gave me a satisfactory resolution to the issues. Thanks for the quick response. [redacted]
September 11, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received a letter from Revdex.com regarding the complaint ID [redacted] you have filed concerning your recent petco.com order. We completely...
understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concern.
In our desire to resolve your concern and address your request, we have partnered with our Corporate Supervisor and she confirmed that she has been trying to contact you via phone to personally apologize but was not able to reach you. We have processed a replacement for the missing items. The new order # is [redacted] and this will ship via next day air. We also processed a $25 eGC that you will receive in a separate cover. 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 Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
September 21, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
Our office has received a letter from Revdex.com regarding the complaint ID [redacted]. We apologize for the inconvenience you have experienced with your petco.com order....
We have sent you an email confirming the refund in the amount of $44.50. The refund should post to your credit card in anytime within 5 to 7 business days, depending on the financial institution. We will no longer pick up the Petco Newport 20 Gallon Wooden Tank Stand. You can keep the tank stand, dispose or donate it to your local shelter. In addition, we have taken the necessary action in updating the information on the website. We appreciate your time bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
May 13, 2016[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your concern with our HQ Double Flight Bird Cage in Platinum (SKU: [redacted]). We understand how frustrating it can be when a...
store is out of a product you are looking for and/or count on.
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 a $50.00 Electronic Gift Card that you can use to purchase the product. 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. 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.Case#: [redacted]
March 04, 2017
[redacted]
[redacted] [redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted],
Our office has received a letter from Revdex.com about the complaint ID [redacted]. We would like to apologize for the inconvenience and disappointment...
that you experienced in dealing with our product and service.
We are committed to providing every customer with the highest quality product and service in the industry. We strive to have our products produced in an environment that meets the highest standards of quality, safety and social compliance, and we test our products to ensure they are safe for pets and pet parents alike. We are sorry to hear that the product you purchased from us did not meet your quality expectations.
To assist you, we have requested for a Corporate Check to be issued as a refund in the amount of $24.60. Please wait for the check in the mail once it is processed. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers. We hope we have addressed your concern at your satisfaction.
Thank you for notifying us of your concern.
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. ---------- Forwarded message ----------From: [redacted]Date: Sat, Apr 11, 2015 at 7:20 AMSubject: Re: Case #[redacted]To: "[redacted]Cc: [redacted]Re: Revdex.com Case #[redacted]Dear [redacted]I appreciate your response to my email and especially appreciate the information you provided about the Promo Buy More Save More email. In looking back at my emails, I believe I have now discovered the root of the problem. When I called Petco.com to address this issue, the representative evidently did not research so she did not know to tell me the email about the promo had actually been sent March 22. In your most recent email, you stated the email was sent out on March 22; the email advertising the Buy More Save More promo arrived in my inbox on March 23. Evidently, it happens regularly as I looked back at recent emails from Petco and I frequently receive them a day late. For instance, the most recent email from Petco (Final Hours to Save $30) has a date and time of April 10 and 4:16pm. The email arrived in my inbox at 2:40am on April 11. I did not realize that could happen.I don't know why there is a delay in receiving emails from Petco, but I do know from looking at the date and times on other emails that all emails except those from Petco are being delivered on time. I did want to mention the delay I am experiencing in receiving the emails because I thought the 2-day Buy More Save More promo would be in effect on March 24 because I did not receive the email until March 23.I will contact [redacted], my internet service provider, about this problem but it appears it exists only with emails from Petco. I appreciate the time you have taken to investigate and attempt to resolve the problem. Now that we know there is a problem in the delivery of emails, perhaps that will give insight and it can somehow be resolved.Thank you for your assistance with this issue. Instead of accepting your business response, I wanted to explain what I had discovered about the emails. I hope the delay can be resolved but a problem with delivery of emails is minor compared to my initial impression. Neither the representative nor the supervisor I spoke with in customer service knew to inform me that the promo had started on March 22 instead of March 23 when I told them I received the email on March 23 about a 2-day event. They could only tell me the promotion had ended, so I naturally believed it had been stopped a day early intentionally. Even though I wish the issue had been resolved with customer service, I am certainly glad to know my impression was wrong.Sincerely,[redacted]cc: [redacted] Revdex.com of San Diego
At this point I'm rejecting the response, because an acceptance would immediately close my complaint, which I'm not willing to do at this point in time. The file has been turned over to [redacted] and I have heard from them. They in turn have forwarded it to the manufacturer, who will supposedly turn it over to their claims dept - basically, so far it's a run around. I have also heard from [redacted], who is the attorney for the class action suit against [redacted] about their processed ham bone. They informed me that they'd be interested in pursuing a case against them, in case I do not get a satisfactory response/action on this matter. At this point I'm not considering a lawsuit, but will leave that open. Sincerely[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]
September 24, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] Thank you for taking time to share your thoughts about us...
selling Red-Eared Slider (RES) turtles. It is obvious that you have a true passion for animals, and we share your passion as well. Please know that Petco is committed to the health and well-being of animals.
We value your feedback and rest assured that they are highly appreciated, and will be communicated to the proper department for any future reviews or revisions of our policies. However, we don't have any plans to change our policies at this point.
We consider you a valued customer and hope that you understand our position in this matter.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
June 15, 2017[redacted]
[redacted]RE: Revdex.com ID # [redacted]Dear [redacted], This is in response to your rebuttal letter through Revdex.com case# [redacted]. Again, we would like to express our sincerest apologies for the inconvenience that your experience may have caused.Fin Rot is a bacterial infection, bacteria can be found on anything and that does include the plants, but also the water in the store’s tank that the plant came from. Bacteria is found everywhere. Since we cannot confirm where the bacteria came from, we have requested [redacted] - the Store Leader to check and help you out. We were advised that he has been trying to contact you via phone but was not able to reach you. Should you wish to discuss this issue further with the Store Leader, you may contact him at 904-997-[redacted].Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc.Case#: [redacted]
Revdex.com:I went to the store today 6/2/17 to resolve the issue at approximately 10AM. "[redacted]" was not available. However, I talked to another manager "[redacted]." I presented [redacted] with a copy of the Revdex.com letter, PETCO corporate response, a copy of my original receipt and a screen shot of the product on the Petco website. She told me that she could not handle it because it was an "official matter" and would "provide me with [redacted]'s schedule." I expressed my discontent with this answer and told her it was an inconvenience to return to the store again. Why should I have to return to the store a SECOND time based on a manager's schedule? Shouldn't a MANAGER be able to call the corporate office, verify the claim and confirm the correct course of action? Furthermore, my personal life does not revolve around the schedule of a manager at the store. I have attached the same documentation that I provided at the store a short while ago. Please send me a check for the difference to the address on my Revdex.com complaint. I am not making another trip back to the store. Please coach your managers on how to better handle these issues.
Regards,
[redacted]
April 04, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received your Revdex.com case# [redacted] regarding the living conditions of the companion animals in our [redacted]...
store. The purpose of this letter is to formally offer our sincere apology for the frustration this concern has caused you.
Certainly, we don't want your perception to be that we are not concerned about the animals in our care. We have developed a series of policies, procedures, training programs, classes, videos and care sheets to educate our associates and our customers on animal care standards. They provide the direction needed so our associates and new animal owners know and understand the high standards we expect regarding appropriate animal care. It is our goal to provide as much help as possible to ensure that proper treatment of animals extends beyond our stores and into the homes of responsible pet owners.
Your comments have been shared to the appropriate upper management in charge of the store to ensure your complaint is addressed. [redacted], the store's General Manager tried to contact you twice using the phone # [redacted] and left several messages but he has not received any return calls from you. We encourage you to contact the store for further discussion of this matter.
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 Relations Coordinator
Petco Animal Supplies, Inc.
Case#[redacted]
November 25, 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 Edmond, OK.
We strive to have our...
products produced in an environment that meets the highest standards of quality, safety and social compliance, and we test our products to ensure they are safe for pets and pet parents alike. It is with great regret and concern that we received your complaint about the product that caused the death of your fish.
We have shared your feedback with the senior management of the store and the General Manager confirmed that he reached out to you on the 22nd of November for further discussion. He confirmed that both party came up with an agreement of getting the issue fixed. Both you and your wife have discussed the discount agreement to which you have requested a gift card for the amount instead of replacing the fish so you may buy fish when you feel the tank is ready. To that end, you were scheduled to come to the store on the 24th of November to finally address the situation.
We hope that the given resolution is sufficient to address your concern accordingly. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. It's our goal to retain you as a satisfied customer and we hope to serve you again in the future.
Sincerely,
[redacted]
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
February 01, 2017
[redacted]
PO Box 364
C[redacted]
RE: Revdex.com ID # [redacted]
Dear [redacted],
Our office has received your Revdex.com case# [redacted] regarding your petco.com order. We completely understand your frustration about not...
arriving at a resolution even after repeatedly contacting our support center regarding your order concern. Let us assure you that coaching will be done towards the representative involved.
To assist you, we have coordinated with our Shipping Department and they confirmed that they have removed USPS Parcel Select service as an option and you should not experience this issue again in the future. All USPS will be shipped via USPS Priority Mail with a 3-6 day time in transit.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Warm regards,
Corporate Office Customer Relations
Petco Animal Supplies, Inc.
Case#: [redacted]
I fully understand that two people (or more) may simultaneously order the same items, leaving the items out of stock in a particular case. However, that is not what happened here. I chose the collars I chose because they clearly showed "in stock," in my cart they showed "in stock," *after* my money was taken I received an e-mail saying "out of stock," and three weeks later with zero communication with me this portion of my order was canceled and no refund given. Following a number of calls to Petco, I *finally* received a refund. I then located other collars, which clearly showed "in stock" on both the website and in my cart, ordered them, and received an e-mail afterward stating that they were out of stock. Again, no indication of when they would be available for shipment. This time, however, one angry call got my card refunded.
It is not appropriate to repeatedly seize customers' money for items which are not in stock with no regard for the customers' needs. Perhaps my experience is an exception, but it was absolutely inappropriate customer "service." Again I suggest that Petco check the FTC regulations concerning "back ordered items" and properly notify its customers.
On both of these attempted purchases, the items that I was told were in stock remained on the website for days showing "in stock." Along with this, your website clearly states "usually ships the next day." It is not appropriate to mislead customers and take their money.
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.
This company allowed a peer to [redacted] to try and resolve this issue. [redacted] is a fellow CRM - a peer and she cannot take action on [redacted] refused to escalate the matter. [redacted] is back at work and still refused to resolve this matter. This company customer service agents and customer relation manager has lied one too many times. Initially I only asked that [redacted] resolve this issue and compensation of Bil Jacs training treat and Dog Pad. Now, with all the lies and refusal to response by [redacted], I am asking $500.00 in compensation especially since I am still waiting for one more item (on a different order) while payment was taken out of my account.
Regards,
[redacted]
September 09, 2016[redacted]
RE: Revdex.com ID#[redacted]Dear [redacted]
Our office received your Revdex.com case# [redacted] regarding your request for the Rewards coupons that should have been added to your...
account. Please accept our sincerest apologies for the inconvenience this has caused.
We definitely understand your situation and appreciate hearing from you. We have reviewed all the contacts to Petco that you have made, and found that there have been compensation made and your PALS coupons have been reissued multiple times. While we wish that we could further assist you with your request, we found that the representative ensured that you were provided the necessary assistance, and was able to address your concern each time.
We value your business and we would like to retain you as our valued customer. Again, please accept our apologies. Thank you for your understanding in this matter.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
November 06, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted] regarding your recent petco.com order.
We understand that it is frustrating on your end and we never wanted to bring inconvenience to our customers. Your concern has been looked into to ensure that this is being addressed accordingly.
We regret to inform you that we are unable to process a full credit for your order since a replacement for the item was processed. However, we have issued a partial refund for your online purchase amounting to $50 on the 6th of November, 2014. We consider you a valued customer and hope that you can appreciate our position in this matter. Please accept our sincerest apology in this regard.
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]
January 25, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Thank you for contacting Petco.
Our office has received your letter regarding your pet's illness due to the treats that you purchased from one of...
our stores. We are committed to providing you with the highest quality product and regret any inconvenience this has caused you and most especially, your pet.
In our desire to resolve your concern and address your request, we have turned over your case to [redacted], our third party claim department to ensure your complaint is being addressed accordingly. We know that we can really never make up for your inconvenience; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.
Please know that we take this matter seriously and we thank you so much for bringing this issue to our attention.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]
December 30, 2015
[redacted]
[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 and we were informed that your account has been unsubscribed on December 18th. We have tried contacting you by phone and email but to no success. If you can possibly send us a copy of the latest email that you received so we can look into this further. We hope that you can give us the opportunity to make things right for you. Please feel free to call us at [redacted] and provide the reference [redacted] or respond to the email for further discussion of this matter.
Please contact us again if you need any further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
[redacted]
October 07, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your Repeat Delivery Subscription and the service you received from one of our Supervisors. Please accept our apologies...
for the difficulties and inconvenience you have experienced.
We have reviewed our records and found out that the Natural Balance Limited Ingredient Diets Buffalo & Sweet Potato Canned Dog Food, Case of 12 did not process; hence, it wasn't included in your recent repeat delivery order #[redacted] and you were not billed for it. We are sharing your concern to the IT Department so they can check the issue.
To make amend, we have issued $61.90 refund to your recent order for the [redacted]). Please note that the $15.00 credit that was promised by the Supervisor you spoke with was loaded to your card and you may use it anytime. We hope that this is sufficient enough to address your concern.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering. 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.Case#:[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have been contacted by [redacted] out of Calif that gave me a satisfactory resolution to the issues. Thanks for the quick response. [redacted]
September 11, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
Our office has received a letter from Revdex.com regarding the complaint ID [redacted] you have filed concerning your recent petco.com order. We completely...
understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concern.
In our desire to resolve your concern and address your request, we have partnered with our Corporate Supervisor and she confirmed that she has been trying to contact you via phone to personally apologize but was not able to reach you. We have processed a replacement for the missing items. The new order # is [redacted] and this will ship via next day air. We also processed a $25 eGC that you will receive in a separate cover. 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 Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]
September 21, 2016[redacted]
RE: Revdex.com ID# [redacted] Dear [redacted]
Our office has received a letter from Revdex.com regarding the complaint ID [redacted]. We apologize for the inconvenience you have experienced with your petco.com order....
We have sent you an email confirming the refund in the amount of $44.50. The refund should post to your credit card in anytime within 5 to 7 business days, depending on the financial institution. We will no longer pick up the Petco Newport 20 Gallon Wooden Tank Stand. You can keep the tank stand, dispose or donate it to your local shelter. In addition, we have taken the necessary action in updating the information on the website. We appreciate your time bringing this issue to our attention. Your feedback is vital for us to continue to improve our products and services.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]
May 13, 2016[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
We received your Revdex.com complaint regarding your concern with our HQ Double Flight Bird Cage in Platinum (SKU: [redacted]). We understand how frustrating it can be when a...
store is out of a product you are looking for and/or count on.
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 a $50.00 Electronic Gift Card that you can use to purchase the product. 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. 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.Case#: [redacted]
March 04, 2017
[redacted]
[redacted] [redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted],
Our office has received a letter from Revdex.com about the complaint ID [redacted]. We would like to apologize for the inconvenience and disappointment...
that you experienced in dealing with our product and service.
We are committed to providing every customer with the highest quality product and service in the industry. We strive to have our products produced in an environment that meets the highest standards of quality, safety and social compliance, and we test our products to ensure they are safe for pets and pet parents alike. We are sorry to hear that the product you purchased from us did not meet your quality expectations.
To assist you, we have requested for a Corporate Check to be issued as a refund in the amount of $24.60. Please wait for the check in the mail once it is processed. Please be assured that we will take these comments into consideration as we continue to provide quality products and services to our valued customers. We hope we have addressed your concern at your satisfaction.
Thank you for notifying us of your concern.
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. ---------- Forwarded message ----------From: [redacted]Date: Sat, Apr 11, 2015 at 7:20 AMSubject: Re: Case #[redacted]To: "[redacted]Cc: [redacted]Re: Revdex.com Case #[redacted]Dear [redacted]I appreciate your response to my email and especially appreciate the information you provided about the Promo Buy More Save More email. In looking back at my emails, I believe I have now discovered the root of the problem. When I called Petco.com to address this issue, the representative evidently did not research so she did not know to tell me the email about the promo had actually been sent March 22. In your most recent email, you stated the email was sent out on March 22; the email advertising the Buy More Save More promo arrived in my inbox on March 23. Evidently, it happens regularly as I looked back at recent emails from Petco and I frequently receive them a day late. For instance, the most recent email from Petco (Final Hours to Save $30) has a date and time of April 10 and 4:16pm. The email arrived in my inbox at 2:40am on April 11. I did not realize that could happen.I don't know why there is a delay in receiving emails from Petco, but I do know from looking at the date and times on other emails that all emails except those from Petco are being delivered on time. I did want to mention the delay I am experiencing in receiving the emails because I thought the 2-day Buy More Save More promo would be in effect on March 24 because I did not receive the email until March 23.I will contact [redacted], my internet service provider, about this problem but it appears it exists only with emails from Petco. I appreciate the time you have taken to investigate and attempt to resolve the problem. Now that we know there is a problem in the delivery of emails, perhaps that will give insight and it can somehow be resolved.Thank you for your assistance with this issue. Instead of accepting your business response, I wanted to explain what I had discovered about the emails. I hope the delay can be resolved but a problem with delivery of emails is minor compared to my initial impression. Neither the representative nor the supervisor I spoke with in customer service knew to inform me that the promo had started on March 22 instead of March 23 when I told them I received the email on March 23 about a 2-day event. They could only tell me the promotion had ended, so I naturally believed it had been stopped a day early intentionally. Even though I wish the issue had been resolved with customer service, I am certainly glad to know my impression was wrong.Sincerely,[redacted]cc: [redacted] Revdex.com of San Diego
At this point I'm rejecting the response, because an acceptance would immediately close my complaint, which I'm not willing to do at this point in time. The file has been turned over to [redacted] and I have heard from them. They in turn have forwarded it to the manufacturer, who will supposedly turn it over to their claims dept - basically, so far it's a run around. I have also heard from [redacted], who is the attorney for the class action suit against [redacted] about their processed ham bone. They informed me that they'd be interested in pursuing a case against them, in case I do not get a satisfactory response/action on this matter. At this point I'm not considering a lawsuit, but will leave that open. Sincerely[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]
September 24, 2015
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] Thank you for taking time to share your thoughts about us...
selling Red-Eared Slider (RES) turtles. It is obvious that you have a true passion for animals, and we share your passion as well. Please know that Petco is committed to the health and well-being of animals.
We value your feedback and rest assured that they are highly appreciated, and will be communicated to the proper department for any future reviews or revisions of our policies. However, we don't have any plans to change our policies at this point.
We consider you a valued customer and hope that you understand our position in this matter.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]