Petco Animal Supplies

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 [redacted] picked up the correct bag of Blue Buffalo salmon and potato dog food so there was no error made there Everything else is correct Regards, [redacted]

Good afternoon - We are very pleased with Petco's responsiveness and willingness to make this right and feel that our concerns have been fully addressed/resolved In addition to the refund noted in their response, they also indicated that they would neither charge us for or require us to return the wrong product that was shipped to us They addressed our concerns promptly and thoroughly, and we are very happy with the level of customer service provided after our initial experience We will definitely continue to shop at Petco and Petco.com in the future! Thank you kindly for your assistance in resolving this matter Best regards, [redacted]

March 27, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office received your Revdex.com case# [redacted] regarding your experience in one of our stores while doing a returnPlease accept our sincerest apologies for the inconvenience this has caused You mentioned about contacting a store with an inquiry about returning the defective guinea pig cage that you purchasedYou did not have the receipt and were okay with getting a store credit for the returnHowever, when you were already at the store, the return was declined because they claimed that it was purchased from a competitor store, not Petco We reached out to the store regarding this concern and have brought this to the District Manager's attention as wellOne of the store's managers, ***, tried to call you at [redacted] to discuss your concern, but was unable to reach youAn email was also sent to [redacted] requesting for your valid phone number but he has not heard back from you If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly at [redacted] Thank you again for contacting Petco Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc Case#: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

May 13, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office received your Revdex.com case# [redacted] regarding your [redacted] card being rejected/declined whenever you place an online order at our websitePlease accept our sincerest apologies for the inconvenience this has caused In our desire to have your concerns addressed and resolved, we have reached out to one of our sales department's manager as part of our researchThey offered to contact you to try to place a new order and see what may have been causing the issueWe received your response saying that you have no order to place and that you placed an order using a different card Furthermore, one of the sales department managers contacted you on May 13th; however, she just reached your voicemail and left a messageShe wanted to verify or confirm the type of [redacted] card that you have (rewards card/credit card/debit card/prepaid card)If your card is a Rewards or Prepaid card, our system will not accept such cards as mode of paymentIt will only accept Debit or Credit card Please feel free to reply to this communication or call Petco Customer Relations directly at 1-888-824-PALS (7257) if we can be of any further assistance Thank you again for contacting Petco Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc Case#: [redacted]

February 09, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] regarding your concern with one of our adoption partners This is to confirm that the case has been reviewed by our management and stand behind the decision of letting your attorney contact their Legal Department for assistance We hope for your appreciation on our position in this matter Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

May 07, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] regarding your experience with your recent petco.com order We understand your frustration about not arriving at a resolution even after repeatedly contacting our support center regarding your order concernWe are sorry that you have received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you At Petco, it is our utmost aim to provide the best service and support to every customer and ensure that every concern is being addressed and resolved promptlyWe commit in opening opportunities to people from different walks of life, race, and backgrounds that are passionately dedicated to animals and ensure that our phone partners undergo intensive training that would equip them with knowledge needed to address various concernsHowever, we sincerely apologize if your expectations fell short and if you didn't receive the same positive experience that Petco aims for when you reach out to us We want to rectify this issue thus, we sent you an email with an offer to assist you in placing the order and apply a $eGC as one time courtesyUnfortunately, the offer was declinedWe know how frustrated you are and regret that you would no longer shop with usIn any way, we would like to thank you for helping us to improve our operation and services, and very much hope that you will remain a valued customer Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

November 20, [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 Baton Rouge, LA At Petco, we strive to give every customer a fun and friendly shopping experience every time they visit one of our storesAs a company, we never intend to mislead our customers about this or any other program in which we participate We have partnered with the upper management of the store to ensure that this is being addressedWe received a confirmation from the District Manager that [redacted] the General Manager has contacted you to address the situationIt was noted that they were able to resolve the issue to your satisfactionWe hope that the given resolution is sufficient to address your concern accordingly We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Please contact us again if you need further assistance Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

October 18, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] , Our office received your Revdex.com case# [redacted] regarding the price differences between petco.com and our local stores We sincerely apologize for the confusion and inconvenience this has caused youAs a company, we never intend to mislead our customers about this or any other program in which we participate Those items that are tagged as Online Exclusive are shipped directly by a third party thus, you cannot find them in local Petco storesIn line with this, we are unable to match online prices at our storesThis is why we offer a disclaimer at the left side of the 'Add to Cart' tab stating online prices, offers and selection may vary from those of our retail storesIn addition, you can visit the link below to further explain the exemptions regarding Petco's Price Match Policy [redacted] Your comments have been shared with the appropriate departments and we assure you that we will take these comments into consideration as we continue to provide quality products and services to our valued customersPlease be assured that proper coaching will be done towards the representative involvedWe value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience We value you as a customer and appreciate you taking the time to inform us when improvements need to be madeIn this way, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future Please contact us again if we can be of further assistance Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

October 30, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] , This communication is in response to your Revdex.com case# [redacted] regarding your concern with our store in [redacted] At Petco, we strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough mannerWe value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience We have partnered with the senior management of the store to make sure that this situation is being addressed accordingly [redacted] the General Manager, made several attempts to contact you however she was not able to reach you using the phone # [redacted] Messages were left but have yet to receive a return call from youIf you wish to discuss the issue further, please feel free to contact the store and provide the reference # [redacted] We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Please contact us again if you need further assistance Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] has not tried to call me once no messages on my phone and the phone number is correctShe is also the one manger that [redacted] indicated that told her to charge me again for services unsatisfactoryI need to have this resolved at a higher level than [redacted] The sign stated complete satisfaction or its freeI was not satisfied I was not offered a free service but was charged moreI merely wanted the services I paid for a standard groom which was neglectedNo 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 metI now want a change in policy at Petco storesAll service rendered must be reviewed with owner before they leave and all services itemized and signed ok by owner when picking upPlus 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 serviceEG I can't shave his paws he won't let us he squirms too much I will deduct form base priceProvide details of why you are not satisfied with this resolution Regards, [redacted]

September 16, [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 youWe understand your frustration about not arriving at a resolution, even after contacting our support center regarding your concern Your concern has been looked into and forwarded to the right personnel to make sure the findings are appropriateThe order was shipped on the 10th of September and was delivered the next dayWe reviewed your previous Repeat Delivery orders and the shipment has been accurate and in line with the given schedule which was set up for a week intervalRepeat Delivery lets you schedule your favorite pet food and supplies for automatic deliveryThus, it is highly advisable that the account has enough funds to cover the transactionBased on this information, we regret to inform you that we are unable to extend credits to cover the overdraft fees that you incurredWe know it is frustrating on your end and we never wanted to bring inconvenience to any of our customers We consider you a valued customer and hope that you can appreciate our position in this matterIf we are able to accommodate you in any way that is within our company policy, we will be most happy to do soPlease accept our sincerest apology in this regard Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

March 05, [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 onlineWe definitely understand your situation, and we sincerely apologize for the inconvenience this has caused you We reached out to you via email to address your concern regarding Order # [redacted] and [redacted] To rectify the issue, we sent you two (2) Return Labels so you can bring the packages to the nearest UPS hub for returnWe agreed to process a refund amounting to $once the items are already in transit back to our warehouseWe hope that the given resolution is sufficient to address your concern accordingly We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted] %

May 07, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] regarding your experience with your recent petco.com order We understand your frustration about not arriving at a resolution after contacting our support center regarding your order concernWe 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 We confirmed that you were able to contact us again and discuss your concerns with one of our supervisorsHe apologized and explained why the order got cancelledTo rectify the issue, he offered to match the price of the cancelled orderIn addition, he offered (2) $Rewards coupons for the inconvenience you experiencedWe hope that the given resolution has addressed your concern Furthermore, we assure you that what happened in your case is not typical of Petco's level of customer serviceWe are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in usNothing is more important than regaining your trust and all of us here hope you will give us the opportunity to provide you the positive shopping experience you have come to expect from us Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

December 07, 2014 [redacted] WI 53118 RE: RevDex.com ID# [redacted] Dear [redacted] , Our office received your RevDex.com case# [redacted] regarding your claim of being overcharged and your refund request for said... charge. Please accept our sincerest apologies about your recent experience. You mentioned about visiting one of our stores and seeing a dog food with a sale price. Your letter expressed your concern about the sales tax being charged on the full purchase price of the item rather than the sale price. We reached out to the store regarding this concern and have spoken to the General Manager. You were charged the sales tax for the dog food's original price, since the sale was attached to a manufacturer coupon that required you, the consumer, to pay the sales tax on the full price, and not on the discounted price. Please know that with an offer like this, the vendor or manufacturer of the product reimburses Petco for the amount of the discount. We report our sales to the government at the full retail price because of the way we're reimbursed for the discount. Therefore, we are required to collect the tax based on the retail value of the product at the time of sale. We care about our customers and what they think of us. It is not our intention to develop a practice that would be unfair to our patrons. Rest assured your comments are sincerely appreciated so that we can continue to better our Customer Service. If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly at [redacted] . Thank you again for contacting Petco. Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc. Case#: [redacted]

September 28, [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, METhe 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 mannerWe 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 resolvedHe confirmed that you went back to the store and they had a chance to talk about your concerns and came up with a resolutionHe stated that the District Dog Training mentor will complete the training for you and it will begin on the 7th of October, In addition, a refund has been issued for the training classGeneral 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]

May 27, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] This is in regards to your Revdex.com case# [redacted] We received your response informing us that the [redacted] card you have is a credit cardAs such, we again would like to extend our apologies for the inconvenience this has caused After further research on our end, we discovered an error code from your financial institution which was presented to us when we attempted to process paymentTherefore this resulted in a failed order attempt Our customer service department manager tried to reach you on May 21st (one call attempt) and May 22nd (two call attempts)However, they have not been successfulThey would like to assist you in placing an online order to find out real time if you continue to get declined or not Please feel free to reply to this communication or call Petco Customer Relations directly at 1-888-824-PALS (7257) to get in touch with one of our department managers or to provide us of your preferred date and time for you to be contactedPlease use Case# [redacted] as your reference Thank you and we look forward to your response Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc Case#: [redacted]

April 20, [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 standardsWe 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 personShe 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 experienceI 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]

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 does not resolve the issueThe fact that the email I was sent prior to shipment had September 13th as the shipping dateHad it said September 10th I would have changed the delivery date to the 13th so that I would have had money in my accountIt has nothing to do with the product being sent it has to do with the email telling me when it would be sent and then that not being the case Below is a copy/paste of the email I received on the 9th: ? ? Petco To Me Sep To ensure delivery of your Petco emails, please add ( [redacted] ) to your email address book Having trouble viewing this email? View as a web page Petco.com - Where the pets go onlineDog | Cat | Fish | Small Animal | Ferret |Reptile | Bird | Our Stores Jason, Your Repeat Delivery is currently being processed for shipment and will ship soon! Repeat Delivery Please review the information below for accuracy: Repeat Delivery Name: [redacted] Delivery Frequency: Every weeks Next Shipment Date: 9/13/ [redacted] contains the following: Repeat Delivery 1/2" Crickets- Count SKU: $$ Did you know you can make changes to your Repeat Delivery order through your account? You can make three types of changes: 1.Change the details of your current Repeat Delivery schedule 2.Set up additional pet essentials to be delivered on a regular basis such as treats, supplements, and flea & tick spot on's to name a few! 3.Include one-time add-on's that will be delivered with your next order such as toys, beds, collars and more! Feel free to make any of the three changes above up to days before the scheduled ship date of your next order by simply logging into your accountClick here to Learn more Read our Privacy Policy Questions About Orders? Comments or Concerns? Contact us by email at petco.com/contactus or call us toll-free at [redacted] This message is from: Petco Animal Supplies, Inc Rehco Road San Diego, CA Reply, Reply All or Forward | More That is the email where it clearly states the shipment date is 9/13/2014.The only thing I removed was my shipping and billing address 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]