PetsWarehouse.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , while I do not agree with the way they handled this situation and still 100% think I am correct in this matter - you can't show a picture of something on your website that you don't deliver - I am tired of dealing with their shady business practices and would rather get my money back albeit minus the 20% restocking fee and be done with all of thisThat's $less in their pocket and that's the way I'd rather it beThis has been the most ridiculous customer service experience I have ever been through, frankly I'm not sure how their business even functions or how the owner even sleeps at night treating people the way he doesBelow is the [redacted] tracking number for the package, which is slated to arrive on Friday, April ** by close of businessI will expect $credited back to my credit card within 7-business days or best believe another complaint will be made [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There is no indication within the page that says I will receive anything other than pictured, which is a blue matAccording to term of their shipping and returns policy: In the case of Pets Warehouse shipping the incorrect item, we will replace the item at no cost to the buyerIf the item is damaged by [redacted] or ***, we make refunds after settlementThe carrier may require inspection I am still waiting to hear from the business as to how I was supposed to know I was to receive anything other than a blue mat, as picturedIt's not fair to blame the customer because I never even thought to question asst colors because all I saw was a blue mat and there were no options to pick a different color, no mention that customers should request a color, no mention that different colors are out of stock, etcI will be returning this today and just pay the shipping and restock fee, but I still have not gotten an explanation as to how the incorrect item wasn't received and this doesn't fall under point of their policyIt's not that I don't like the item or it doesn't work, it simply isn't the item pictured on their website and in my order confirmation, which again, is a BLUE mat, not a RED matAll I want is for them to admit that they shouldn't have a picture of a product that is not what they deliver to their customersOr, they should change that webpage on their website to let the customer know they may not get the item as picturedAsst colors means nothing other than the item comes is assorted colors, but when you only show a picture of one color, I think it's more than fair to assume the customer thinks they will get the color pictured and doesn't feel the need to reach out to the business to confirm they will get the product picturedPeople can't confirm they are getting the item they are ordering every time they order something online, that would be ridiculousI haven't harassed anyone, I was just trying to get an explanation as to how I would possibly have know I would get anything other than what was pictured on the websiteI still don't have that answerThat's literally all I wantIs to know why this is my faultWith online shopping it's so incredibly important to be transparent about what you are ordering because the customer is not there to physically see itIf you only show one picture of the item in a certain color with no mention the customer may not receive that color, of course the customer will think they are going to receive the color picturedI just want transparency from this company In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
However, I wish to clarify something because I do not appreciate that some of the information in their response was entirely untruthful I am NOT a "regular purchaser" of the product in question This was the first, and last, time that I purchased or will purchase this itemIn fact, this was the first time I even used this company to order pet food! So for them to claim that I should have previously been aware that the product was only available in that packaging and size, is entirely incorrect If the product is only available in one size and package, then the picture they showed is from an entirely different product altogether It is shameful and arrogant to place this blame solely on the consumer, insinuating that because the text of the product description was correct, that should satisfy the duty of the seller to properly advertise its product What is the point of providing an image in an items description, if not for the consumer to use that information when selecting a purchase? Had the seller properly and ACCURATELY advertised the product, this would not have happened in the first placeConsumers make decisions to purchase a product based on the cumulative information provided, pictures incudedWe should be able to assume that any images provided are accurate depictions of the products they reference In this case, the image chosen by the seller to depict the product was extremely misleadingFor a first time buyer, despite the companies claim otherwise, I had no way of knowing the image was carelessly representing a different product entirelyText of product description aside, it is a company's obligation to ensure that consumers have accurate information to make a decisionHaving only some of the information be correct, is not sufficientThis is the last time I will shop with this company after the way they chose to handle this. Sincerely,
*** ***

This customer refusing to abide be the terms and condition of sale, she has harassed out staff with over emails. clearly posted on our web site ***If an item doesn't fit, if you just don't like it, or if it doesn’t work for your application, we
will gladly accept a return if the item is in perfect conditionHowever, we are not responsible for the costs of shipping the item to you or returning it to usWe will refund or credit your account for the item only, if exchanging it but not shipping. Further, if returning for refund a 20% restocking fee will be deducted from the refund. The item description clearly says assorted colorsShe omitted that face conveniently.*** Marshall Pet Small Animal Playpen Mat/Cover asst colors X Panel she has harassed out staff with over emails.She must pay shipping costs and a restocking cost. also see our Terms ***

She has now agreed to return the product pay the shipping and we will refund 80% of the product cost.Amy sent this in an email. Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There is no indication within the page that says I will receive anything other than pictured, which is a blue mat. According to term 4 of their shipping and returns policy:
 4. In the case of Pets Warehouse shipping the incorrect item, we will replace the item at no cost to the buyer. If the item is damaged by [redacted] or [redacted], we make refunds after settlement. The carrier may require inspection.
 I am still waiting to hear from the business as to how I was supposed to know I was to receive anything other than a blue mat, as pictured. It's not fair to blame the customer because I never even thought to question asst colors because all I saw was a blue mat and there were no options to pick a different color, no mention that customers should request a color, no mention that different colors are out of stock, etc. I will be returning this today and just pay the shipping and restock fee, but I still have not gotten an explanation as to how the incorrect item wasn't received and this doesn't fall under point 4 of their policy. It's not that I don't like the item or it doesn't work, it simply isn't the item pictured on their website and in my order confirmation, which again, is a BLUE mat, not a RED mat. All I want is for them to admit that they shouldn't have a picture of a product that is not what they deliver to their customers. Or, they should change that webpage on their website to let the customer know they may not get the item as pictured. Asst colors means nothing other than the item comes is assorted colors, but when you only show a picture of one color, I think it's more than fair to assume the customer thinks they will get the color pictured and doesn't feel the need to reach out to the business to confirm they will get the product pictured. People can't confirm they are getting the item they are ordering every time they order something online, that would be ridiculous. I haven't harassed anyone, I was just trying to get an explanation as to how I would possibly have know I would get anything other than what was pictured on the website. I still don't have that answer. That's literally all I want. Is to know why this is my fault. With online shopping it's so incredibly important to be transparent about what you are ordering because the customer is not there to physically see it. If you only show one picture of the item in a certain color with no mention the customer may not receive that color, of course the customer will think they are going to receive the color pictured. I just want transparency from this company.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], while I do not agree with the way they handled this situation and still 100% think I am correct in this matter - you can't show a picture of something on your website that you don't deliver - I am tired of dealing with their shady business practices and would rather get my money back albeit minus the 20% restocking fee and be done with all of this. That's $14.10 less in their pocket and that's the way I'd rather it be. This has been the most ridiculous customer service experience I have ever been through, frankly I'm not sure how their business even functions or how the owner even sleeps at night treating people the way he does. Below is the [redacted] tracking number for the package, which is slated to arrive on Friday, April ** by close of business. I will expect $14.10 credited back to my credit card within 7-10 business days or best believe another complaint will be made. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The customer is correct the picture was incorrect, it has been updated. However, the product name [redacted] clearly states it is a case of 24 at 2.75 oz packsthe product description states;Nature's Recipe Pure Essentials Grain Free Wet Dog Food - Chicken in Broth, 24x2.75...

ozNature's Recipe Pure Essentials Grain Free Chicken Recipe in Broth with real chicken as our #1 ingredient for a wet food meal.  with nutritious real vegetables such as sweet potatoes and fresh picked green beans.Directions:Feed adult dogs 2 to 3 cups (2.75 oz per cup) per 5 pounds of body weight daily. Puppies eat up to twice as much per pound of body weight as an adult.Benefits:Contains 24 - 2.75 ounce cups#1 ingredient: real chickenCompletely free of grainsMade with real vegetables, including savory sweet potatoes and fresh picked green beansAdded vitamins and minerals for overall nutrition the customer is a regular buyer of this food and should be aware that a can is typically 13 oz, not 2.75 oz as described twice.Her emailed order confirmation indicated the weight. the company Nature's Recipe does not make this product in any package other than 2.75 oz As to the cost it is correct and is more expensive than the other product she ordered. We checked our email server and did not find any alleged emails. As an internet company we don't handle calls a the retail stores we have a call center to take messages, customer states she did not receive a return call in in three hours, well we don't always respond that quickly, but within 24 hours. To resolve this we can do one of two things refund her shipping costs in full $8.39orissue a pickup tag to return the (unopened ) product in question upon receipt refund $46.31 Please accept our apologies for this inconvenience.Thank you

The order was lost in shipping customer never returned phone calls to trace, we filed a claim and she was refunded in full

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]