PetGlad LLC

To maintain good customer relations, we fully refunded the customerWe hope that helps:)

Unfortunately this order was never processed and was automatically flagged by our order management system as fraudAny authorization hold will drop off within a few days if it hasn't already

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 Please Revdex.com, contact [redacted] PetGlad's invoice says 2.8lbs however the [redacted] order was for 9.8lbsTheir invoice was not what was advertised or orderedI confirmed this with an [redacted] customer sales rep and I encourage you to contact [redacted] to confirm for yourselvesThank you Regards, [redacted]

This is not trueThe customer ordered the 2.9-lb bag, and we sent them a 3.5-lb bag as a gesture to maintain good customer relationsThey never ordered the 9.8-lb bagFurthermore, we have proof of the transaction on [redacted] if you'd like to see itYou're also more than welcome to contact [redacted] directly and speak on my behalf to verify what item was actually ordered by the customerThis customer is sadly confused, and we can't just simply send out more product without them paying the difference since we already sent them additional food at no charge initially

The customer's order was canceled on Sep 2nd as the manufacturer did not produce enough of the itemIt typically takes 3-business days for a preauthorization charge to drop off a person's credit statementAttached, is a screenshot showing that their order is indeed canceled on our endThe buyer lost no money in this transaction, and we only carry out ethical business practices

We instructed the buyer to attempt a "return to sender" so they wouldn't have to pay for return shipping if the box and original shipping label weren't damagedWe never once professed to provide free return shipping when an item is ordered in error on the customer's part, and we don't plan on
offering that anytime soonIf an item is ordered in error, and a return to sender isn't allowed by the carrier, the customer is then responsible for the return shipping and all associated fees accrued with sending their item(s) back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[This is a picture of my orderI realize the invoice says otherwise because the invoice the company printed up is wrongAs I previously stated, if you would like confirmation of this company's advertising, please call *** in regards to this order and they will verify.]
Regards,
*** ***

There is nothing else to sayThe transaction clearly shows a 2.9-lb bag was orderedWe ended up sending lb at no additional chargeWe cannot simply send out free product to a customer because they believe they ordered something else

Unfortunately we have no way of obtaining this item, so we refunded the customerThere is nothing else we can do

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.I received my money back on my card,thank you so much for helping me with this.*** ***
Regards,
*** ***

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.
Their is no merit to their assertion that they tried to contact me regarding the back-order status of my purchase.  Additionally, based on the UPS tracking information, it was shipped 2 days after they took my money.  They also have not addressed why they failed to respond to my voice message and 2nd contact attempt via email.  Where is customer service?What I cannot dismiss is that they are ignoring that the product was *not sent to me* but to another location entirely.  It was shipped to IL (see attached screenshot) and as my account clearly states, I live in **.  How I am to be refunded in full if it is dependent on an unknown person/entity in another state to return it?   Unacceptable.  They are not even reading my compliant or taking it seriously.
Regards,
[redacted]

This is not true. The customer ordered the 2.9-lb bag, and we sent them a 3.5-lb bag as a gesture to maintain good customer relations. They never ordered the 9.8-lb bag. Furthermore, we have proof of the transaction on [redacted] if you'd like to see it. You're also more than welcome to contact [redacted]...

directly and speak on my behalf to verify what item was actually ordered by the customer. This customer is sadly confused, and we can't just simply send out more product without them paying the difference since we already sent them additional food at no charge initially.

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]

We're very sorry to hear about this. Unfortunately, this item was on manufacturer backorder so our typical delivery timeframe was affected by the low inventory. Also, we emailed the customer several times regarding their backorder status but never received a response. With that being said, once we...

finally received the item back in stock, we shipped it immediately. Moreover, we will gladly issue a full refund to the customer once the item gets returned back to our supplier's warehouse.

To maintain good customer relations, we fully refunded the customer. We hope that helps. :)

Unfortunately this order was never processed and was automatically flagged by our order management system as fraud. Any authorization hold will drop off within a few days if it hasn't already.

This is the picture I took when I discovered the indiscretion.  **picture unable to be published**So it was advertised as 9.8 lbs and I purchased 9.8lbs but then the final invoice said 2.9lbs. These are pictures I took of the computer screen of my order. I just expect to get what is advertised when I purchase something. Here is a picture of the final invoice reflecting 2.9 lbs.I hope this helps. Please let me know if you have anymore questions.[redacted] Sent from my iPhone

Unfortunately this item has been discontinued by the manufacturer, so the customer was fully refunded as we're unable to obtain anymore of this particular product.

Unfortunately this order was actually never processed as we're in the final stages of closing down. We're sorry for the inconvenience, and thank you for having been a valued customer.