S & S Exotic Animals, Inc.

Sent: Thursday, December 24, 11:AMSubject: Complaint No*** On November 22, 2015, Ms*** bought a prairie dog, cage and supplies from my business.The total amount spent was $402.69. She paid $for the prairie dog (regularly $125) and $200for a cage
(regularly $250). I gave her a discount on both when she asked for the discounts whileshe was in the store. Her husband asked about purchasing a plastic cage and I stated that theprairie dog would chew out of it in a matter of hours. Some of my employees and customers havethe same cage for their prairie dogs which Ms***.On December 5, 2015, Ms*** called screaming at my employees. My employees madeseveral offers but she refused them. My business partner and I were both out of town that day.I sent an e-mail to her husband stating that I would give them store credit for the cost of the cagetowards a cage that my prairie dogs are housed in my store. He sent me an e-mail that hewould find a fix elsewhere. I offered to give them the full value of the cage against a better cage but they refused. I have attached a copy of the receipt from the purchase. Please contact me at 281-590-if you have any questions.Thanks,Pennie S*S & S Exotic Animals, Inc

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
Two days after purchasing our cage and prairie dog, we visited S&S Exotics again, and purchased a second prairie dog and food for an additional $135.00. The original cage was used for both prairie dogs, since it has two stories, and we were told that it was large enough for two animals and strong enough to withstand their chewing. Two weeks later the prairie dogs had chewed through two sections of the cage.1. We never dealt directly with any of the owners of S&S exotics, and they had absolutely nothing to do with our original purchase or our second purchase. First conflict. 2. I NEVER spoke with an employee at S&S to complain about this issue. My husband, *** ***, is the only one that spoke with them. Second conflict.3. My husband NEVER screamed at anyone at S&S in regards to this complaint. He stated his complaint, asked to speak with the owner, and was told, on four separate occasions, that the owner wasn't available. Third conflict.4. On our fifth call to S&S, we were told that the owner was IN the building, but she was too busy to speak with my husband. My husband then became very angry, because we could not understand why an owner could be too busy to help a customer that has a legitimate problem. Fourth conflict.5. We would never accept an in store credit, in order to purchase a "more expensive" cage from someone who has already exhibited this type of business ethic. We have requested to return the faulty case, in return for our money. That is the only acceptable option in this matter.After further research, and reading the many, many, many, crappy reviews that S&S has received, it looks like we will be treated as poorly as every other disgruntled customer that they have had. In essence, they are "the only game in town", and feel like they can treat their customer any way they want, and act any way they want. We are unsatisfied, and will not remove our complaint until we receive a full refund for the faulty cage
Regards,
*** ***, *** ***, and three very upset children

Sent: Thursday, December 24, 2015 11:28 AMSubject: Complaint No. [redacted]
 
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On November 22, 2015, Ms. [redacted] bought a prairie dog, cage and supplies from my business.
The total amount spent was $402.69.  She paid $100 for the prairie dog (regularly $125) and $200
for a cage (regularly $250).  I gave her a discount on both when she asked for the discounts while
she was in the store.  Her husband asked about purchasing a plastic cage and I stated that the
prairie dog would chew out of it in a matter of hours.  Some of my employees and customers have
the same cage for their prairie dogs which Ms. [redacted].
On December 5, 2015, Ms. [redacted] called screaming at my employees.  My employees made
several offers but she refused them.  My business partner and I were both out of town that day.
I sent an e-mail to her husband stating that I would give them store credit for the cost of the cage
towards a cage that my prairie dogs are housed in my store.  He sent me an e-mail that he
would find a fix elsewhere. 
I offered to give them the full value of the cage against a better cage but they refused. 
I have attached a copy of the receipt from the purchase. 
Please contact me at 281-590-0426 if you have any questions.
Thanks,
Pennie S[redacted]
S & S Exotic Animals, Inc.

I did not interact with Ms. [redacted] when she came into my store.  My employees came to me while I was in the store asking for a discount on the prairie dog and the cage.  I'm not sure what that's about.
I have attached a copy of my phone messages showing that someone representing themselves as Ms. [redacted] left a message for me on 12/5/15.
My employee called this person back and told them we could give them a discount on a new cage.  That wasn't satisfactory.  Mr. [redacted] then called and apologized for the way his wife acted on the phone.  Mr. [redacted] then sent a video showing the prairie dogs chewing through the cage. 
As I stated, my business partner and I were both out.  My employee (who is very religious) got upset when Mr. [redacted] started cursing about the cage, etc.  She was very upset and didn't realize that I had not returned yet.  I had told them I would return later that day.  I am sorry that there was confusion that day.
I e-mailed Mr. [redacted] and told him I would give him store credit for the cage but he stated he would find a fix elsewhere.
I have been in business for 20 years and have sold lots of animals.  My business has doubled every year since we've started.  I always try to resolve the issue but unfortunately, you can't make everybody happy. 
My offer still stands about giving store credit for the cage.  I'm sorry if that's not satisfactory.

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.  Two days after purchasing our cage and prairie dog, we visited S&S Exotics again, and purchased a second prairie dog and food for an additional $135.00.  The original cage was used for both prairie dogs, since it has two stories, and we were told that it was large enough for two animals and strong enough to withstand their chewing.  Two weeks later the prairie dogs had chewed through two sections of the cage.
1.  We never dealt directly with any of the owners of S&S exotics, and they had absolutely nothing to do with our original purchase or our second purchase.  First conflict. 
2.  I NEVER spoke with an employee at S&S to complain about this issue.  My husband, [redacted], is the only one that spoke with them.  Second conflict.
3.  My husband NEVER screamed at anyone at S&S in regards to this complaint.  He stated his complaint, asked to speak with the owner, and was told, on four separate occasions, that the owner wasn't available.  Third conflict.
4.  On our fifth call to S&S, we were told that the owner was IN the building, but she was too busy to speak with my husband.  My husband then became very angry, because we could not understand why an owner could be too busy to help a customer that has a legitimate problem.  Fourth conflict.
5.  We would never accept an in store credit, in order to purchase a "more expensive" cage from someone who has already exhibited this type of business ethic.  We have requested to return the faulty case, in return for our money.  That is the only acceptable option in this matter.
After further research, and reading the many, many, many, crappy reviews that S&S has received, it looks like we will be treated as poorly as every other disgruntled customer that they have had.  In essence, they are "the only game in town", and feel like they can treat their customer any way they want, and act any way they want.  We are unsatisfied, and will not remove our complaint until we receive a full refund for the faulty cage.
Regards,
 [redacted], [redacted], and three very upset children.