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Radagast Pet Food Inc

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Reviews Radagast Pet Food Inc

Radagast Pet Food Inc Reviews (2)

On May 24th, Mr. [redacted] called and spoke to our Customer Service, Sales and Admin. Specialist. He mentioned he had been a long time customer and that he had a container of our cat food that was already half-consumed and had 'gone bad'.  She asked him about the lot code, best buy date and how long it had been thawed in the refrigerator.  He said he has no Lot numbers or Best Buy dates, and that he had left the container in the refrigerator for "4-5 days, but it was not unusual for them to serve our food after it has been thawed around 6 days or so". This is untrue and in fact a flat out lie. I had said to the young woman who answered the phone that I did not have a lot number and/or best buy dates because this happened weeks ago and we simply threw the food away. Furthermore, when I initially stated 4-5 days.. my wife who was in the room with me when I called said to me NO it wasnt 4-5 days it was more like 2 or 3 days at the most 4 days.. which I stated to the “specialist’ on the phone with me.  There was never a mention of feeding our cat food that had been left in the fridge for 6 days, ever.    When our Cust. Svc. Specialist informed him that our products will last in the fridge for only 3-4 days she put him on hold and confirmed with me that our 100% product guarantee would not cover product that was simply left in the fridge too many days so it spoiled.  Our guarantee is for cats that will not eat our products or for product or packaging found defective.  This man fed half of the container and it spoiled after being left in the refrigerator too many days.  I have never experienced any of our varieties lasting longer than four days in the fridge, once thawed, as it is made from raw meat. Our cat would NOT eat the food when we put it out and upon further exploration could tell immediately why.. it went bad – it was foul.. so we tossed it.  My wife and I are well aware of how raw food works for pets. I had a dog on a raw food diet for almost 13 years. I get it.    This customer said that he had his local store call in to us several weeks ago to find out what we would do for him since the store would not take his return because it had been mostly consumed and had expired in his fridge.  He said the store was told by a company representative that we would reimburse him for the container, which is not true.  There are four of us in the office and no one had that conversation with the store.  We contacted the store owner who also denied having this conversation with him.  The store owner told us she suggested he contact us to tell us his experience as we would probably want to know about it.  She denies telling the customer we would give him free product.  I never told the store owner this.  I never asked the store owner to call in.  And she was absolutely right in denying it because that was flat out NOT TRUE!!  That conversation never happened and I never told the young lady that. What I told the customer specialist was that I was IN the store one day purchasing more food for our cat, when the owner was on the phone with the company … and she was doing two things at once.. she was getting my food.. and was on hold with them.. when she went to get our usual order, I told her that the beef had gone bad so we probably wont get beef anymore… and that for some reason it seems to be the only ones that consistently goes bad.. she said one sec.. and told the person she was speaking to on the other end and THAT PERSON told the store owner to have him call.  Which I did. Nothing was EVER mentioned about refunding.. or wanting my money back. EVER. In fact, I said to the store owner.. I was actually going to simply let it go but.. I suppose I should give a call.. which I did when I had the time to do so.  In addition..as stated above, we have never had a problem with any of the other food ie: chicken and lamb.. only the beef.   After being told what the proper holding time was for our products and that his spoiled container did not fall under our guarantee, he began yelling at our Cust. Svc. Specialist, demanding his money.   Untrue. Flat out untrue. I didn’t start yelling at the ‘specialist demanding money back!   She attempted to calm him down, but he yelled incessantly and would not let her speak and demanded to speak to a manager.  He became extremely rude in his comments and that is when our Cust. Svc. Specialist placed him on hold and came in to the office I share with a co-owner, who he ultimately spoke with.  I was present for this entire interaction and heard everything our Cust. Svc. Specialist said to him, which was only very constructive and patient.  In fact, our Cust. Svc. Specialist was Skyping me during this conversation saying how abusive he was becoming to her. This is almost comical in their response. I was above and beyond kind UNTIL it felt like they were giving me the run-a-around.. and asked her very calmly.. so youre telling me that youre not going to do anything about this even though YOUR company asked me to call you?? She didn’t answer the question and started trying to give me a response that sounded to me like it was a written or memorized response to custmers.. so I interrupted and asked her three more times.. she finally said..  “That is correct” and THEN I asked to speak to the manager and if this was typical of how this company treated long time customers?  She placed me oh hold.  When the manager picked up she asked me how she could be of help.. so.. I told her the story from the beginning.. she refused and when I questioned her passionately about it.. SHE was flat out rude to ME and didn’t want to hear anything I had to say.. clearly since she got the entire story completely wrong.  And I told her “ We weren’t going to do anything about it and just chalk it up to perhaps a bad batch.. which could happen UNTIL I was in the pet store and was ASKED and TOLD to call them!  I also reiterated that it was ONLY THE BEEF that everything else was and has always been perfect and that our cat loves the food! When she dismissed me… I got passionate about being treated so poorly and asked them is this the way they treat customers???? She would not budge and stuck to her position of its raw food it goes bad. So I repeated, “we do nothing differently with the beef as opposed to the lamb or chicken and consistently the beef goes bad with a few days.”  I remember the phone was silent.. so I said HELLO?????  She simply refused to budge and I again said “so youre not going to handle this properly even though I am a great customer AND someone from your company asked me to call in???!!”  I said SHAME ON YOU!! This is NOT how good customers should be treated!!!!    She hung up on me. THAT is what happened. When I called back I asked for the owner and she told me she WAS the owner.  So I said youre the owner and you HUNG UP ON ME???? Are you [redacted] kidding me??? So I repeated myself.. is this the way you treat customers?? She hung up on me AGAIN. THAT’S when I decided to take this one step further.  The Co-owner picked up the call and was told by him that our Cust. Svc. Specialist was rude to him, which is wholly untrue, as I was present for the entire conversation.  He also changed his story and said the container was thawed for only three days, which contradicts his previous statements, entirely. When the co-owner explained what her understanding was of the conversation he had with our Cust. Svc. Specialist, he began to constantly interrupt, and would never let the co-owner get a word in.  He began yelling at her, she asked for him to stop yelling because she cannot stay on the phone with someone yelling at her, then she said she would have to hang up if he would not stop yelling, then said "goodbye" and hung up the phone.    Again, not true.. and I can tell you this she never said GOODBYE!!!   As I share an office with the other co¬ owner, I was present for this entire interaction. My wife was listening to the ENTIRE conversation… because they were on speaker phone. This woman is flat out being untruthful.  He called back a few minutes later and the co-owner directly answered the line, hoping he had calmed down and actually would engage in a conversation, but he continued his rant about our horrible customer service and then asked if we were going to give him a free tub of food, to  which the co-owner said "No, I'm not".   Never did I ask for a “free tub of food!”  EVER!!! I did say at that point –“the $16 is not the point.. what IS THE POINT is that you aren’t treating me a long time customer properly.  I would like to be reimbursed for the package of food that went bad.. I could ask for the other packages but Ill settle for this one in particular.  Given that he was so rude, was yelling, would not listen to the explanation of why our 100% guarantee doesn't apply to food half consumed and that had been allowed to turn rotten in the refrigerator for 4-5 days per his own words, the co-owner felt it was not appropriate to give this person a free container of food.  He then said he was recording  the conversation and asked her to say it one more time.  At that time, she ended the call, as he did not tell her she was being recorded during the call, which is unacceptable. This man yelled and ranted through the entire call with the co-owner -I could hear him from my desk across the room.  What she experienced was nothing short of verbal abuse. Verbal abuse??? This is a joke.. and personally, I would be happy to face a judge and tell him exactly what happened and how completely disinterested this woman was with my complete and utter dissatisfaction with how this was handled.  In summary, we do not replace containers that are half consumed and left to become rancid in the refrigerator.   The food was NOT left rancid in the refrigerator.. that would be obviously and completely ridiculous!!! Over a $16 package of food!????   We most likely would have made an exception for a good, long-time customer, as we have done in the past, but his actions were monumentally inappropriate, rude and wholly uncalled for.  Nonsense. It was apparent from the get go.. they had ZERO intention of doing anything.. if they DID they would have done so IMMEDIATELY when I explained what happened!! AND, it wouldn’t have gotten to this! They make it sound like I called and started screaming and yelling I WANT AND DEMAND FREE FOOD!!!!!! That is just flat out wrong.   And, he also was not truthful regarding his conversation with our Cust. Svc.Specialist by saying she was rude, when she absolutely was not, and was untruthful about his conversation with the store, where he purchased the product. We pride ourselves on our excellent service to our customers, distributors and our stores, as well as providing a premium product for cats.  We are very generous, but it is beyond difficult to extend goodwill to someone that has lied and treated people that work here in a very rude and degrading manner.   Pride ourselves on excellent customer service???  Wow.  Nothing could be further from the truth. In his statement of the problem, how long he kept the product in the fridge is not what he told us on the phone, and his account of the conversation is a fabrication.  UNTRUEHad this man not exploded to yelling and screaming, we most likely would have offered him a replacement container with explanation that he cannot leave it in the refrigerator for that length of time and expect a refund or exchange in the future. As soon as we said that "our guarantee doesn't cover this", he came unglued before we could continue the conversation and apparently assumed that meant we wouldn't replace the product he let go bad.   NONSENSE… they would have offered me a replacement??? It is clear, they had absolutely no intention of doing that!!!! Which is WHY I got so incensed and passionate about how people are treated! I specifically stated.. “in this day and age the way people are treated is a nightmare.. and clearly this company is included in that! “ I asked them simply to “Please do the right thing!” THEY REFUSED. Given the nature of this call, it's too difficult to do a favor for someone that is monumentally rude and disrespectful to the caring people in this company.  Both our Cust. Svc. Specialist and our co-owner were very shaken after having such a terrible experience with him.  This has never happened before and hopefully will never happen again. I find it very hard to believe that this has NEVER happened before! Clearly shaken??!!!?? This is laughable . IF they were clearly shaken then they were because I called them out on their lack of customer service and their complete disregard for long time customers. I asked them repeatedly.. IS THIS HOW YOU HANDLE LONG TIME CUSTOMERS!????  Difficult to do a favor for?? A favor???? A favor????!!!   I don’t even know how to respond to that! This customer has been beyond rude and handled this whole situation very poorly.  We will not reimburse him for the food he allowed to spoil by leaving it in the refrigerator too many days after thawing based on how he abused our staff.  We suggest in the future he make sure the food is consumed within 3-4 days depending upon the temperature in his refrigerator, and that constructive conversations go much further than yelling, screaming and verbally abusing caring employees that are only trying to help.Not for a single moment did they EVER offer to help. They simply became defensive and refused on every chance they had to make it right.  I would like to take this as far as I can. It’s the PRINCIPLE OF the situation – not the measly $16!!! The ONLY reason I called the company was because THEY ASKED ME TO!!! Otherwise I was just simply going to leave it alone! So the company asked me to call and then proceeded to say sorry not going to do anything about this even though you are a long time customer!!  Ok.. got it. I repeat, SHAME On THIS COMPANY for lying and treating a customer in this way.

On May 24th, Mr. [redacted] called and spoke to our Customer Service, Sales and Admin. Specialist. He mentioned he had been a long time customer and that he had a container of our cat food that was already half-consumed and had 'gone bad'.  She asked him about the lot code, best buy date and...

how long it had been thawed in the refrigerator.  He said he has no Lot numbers or Best Buy dates, and that he had left the container in the refrigerator for "4-5 days, but it was not unusual for them to serve our food after it has been thawed around 6 days or so". When our Cust. Svc. Specialist informed him that our products will last in the fridge for only 3-4 days she put him on hold and confirmed with me that our 100% product guarantee would not cover product that was simply left in the fridge too many days so it spoiled.  Our guarantee is for cats that will not eat our products or for product or packaging found defective.  This man fed half of the container and it spoiled after being left in the refrigerator too many days.  I have never experienced any of our varieties lasting longer than four days in the fridge, once thawed, as it is made from raw meat.This customer said that he had his local store call in to us several weeks ago to find out what we would do for him since the store would not take his return because it had been mostly consumed and had expired in his fridge.  He said the store was told by a company representative that we would reimburse him for the container, which is not true.  There are four of us in the office and no one had that conversation with the store.  We contacted the store owner who also denied having this conversation with him.  The store owner told us she suggested he contact us to tell us his experience as we would probably want to know about it.  She denies telling the customer we would give him free product.After being told what the proper holding time was for our products and that his spoiled container did not fall under our guarantee, he began yelling at our Cust. Svc. Specialist, demanding his money.  She attempted to calm him down, but he yelled incessantly and would not let her speak and demanded to speak to a manager.  He became extremely rude in his comments and that is when our Cust. Svc. Specialist placed him on hold and came in to the office I share with a co-owner, who he ultimately spoke with.  I was present for this entire interaction and heard everything our Cust. Svc. Specialist said to him, which was only very constructive and patient.  In fact, our Cust. Svc. Specialist was Skyping me during this conversation saying how abusive he was becoming to her.The Co-owner picked up the call and was told by him that our Cust. Svc. Specialist was rude to him, which is wholly untrue, as I was present for the entire conversation.  He also changed his story and said the container was thawed for only three days, which contradicts his previous statements, entirely.When the co-owner explained what her understanding was of the conversation he had with our Cust. Svc. Specialist, he began to constantly interrupt, and would never let the co-owner get a word in.  He began yelling at her, she asked for him to stop yelling because she cannot stay on the phone with someone yelling at her, then she said she would have to hang up if he would not stop yelling, then said "goodbye" and hung up the phone.  As I share an office with the other co­ owner, I was present for this entire interaction.He called back a few minutes later and the co-owner directly answered the line, hoping he had calmed down and actually would engage in a conversation, but he continued his rant about our horrible customer service and then asked if we were going to give him a free tub of food, to  which the co-owner said "No, I'm not".  Given that he was so rude, was yelling, would not listen to the explanation of why our 100% guarantee doesn't apply to food half consumed and that had been allowed to turn rotten in the refrigerator for 4-5 days per his own words, the co-owner felt it was not appropriate to give this person a free container of food.  He then said he was recording  the conversation and asked her to say it one more time.  At that time, she ended the call, as he did not tell her she was being recorded during the call, which is unacceptable.This man yelled and ranted through the entire call with the co-owner -I could hear him from my desk across the room.  What she experienced was nothing short of verbal abuse.In summary, we do not replace containers that are half consumed and left to become rancid in the refrigerator.  We most likely would have made an exception for a good, long-time customer, as we have done in the past, but his actions were monumentally inappropriate, rude and wholly uncalled for.  And, he also was not truthful regarding his conversation with our Cust. Svc.Specialist by saying she was rude, when she absolutely was not, and was untruthful about his conversation with the store, where he purchased the product.We pride ourselves on our excellent service to our customers, distributors and our stores, as well as providing a premium product for cats.  We are very generous, but it is beyond difficult to extend goodwill to someone that has lied and treated people that work here in a very rude and degrading manner.  In his statement of the problem, how long he kept the product in the fridge is not what he told us on the phone, and his account of the conversation is a fabrication.  Had this man not exploded to yelling and screaming, we most likely would have offered him a replacement container with explanation that he cannot leave it in the refrigerator for that length of time and expect a refund or exchange in the future. As soon as we said that "our guarantee doesn't cover this", he came unglued before we could continue the conversation and apparently assumed that meant we wouldn't replace the product he let go bad.Given the nature of this call, it's too difficult to do a favor for someone that is monumentally rude and disrespectful to the caring people in this company.  Both our Cust. Svc. Specialist and our co-owner were very shaken after having such a terrible experience with him.  This has never happened before and hopefully will never happen again.This customer has been beyond rude and handled this whole situation very poorly.  We will not reimburse him for the food he allowed to spoil by leaving it in the refrigerator too many days after thawing based on how he abused our staff.  We suggest in the future he make sure the food is consumed within 3-4 days depending upon the temperature in his refrigerator, and that constructive conversations go much further than yelling, screaming and verbally abusing caring employees that are only trying to help.

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Address: 3617 SE 17th Ave, Portland, Oregon, United States, 97202-3831

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