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 meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This is not satisfactory We have proof of faxing to you on multiple occasions we have no record of any of your calls to us and a call after hours where we don't accept recorded messages does not count as an attempt to contact us I could simply say I contacted you times after hours and you never responded That is ludicrousThe bottom line is I don't believe your story and we will continue to advise all future clients NOT to use your service and this complaint remains open until you fully refund our client for the time she wasted attempting to resolve this with you In all my years of working it is unheard of to have this many problems, caused by your company, with a single product order.Sincerely, [redacted]
Hi [redacted] , We apologize for the inconvenience; our team is currently working on finding out what happened with your orderIf you could send your order number and the name of your veterinarian, we can dig a bit further to make sure the problem with your order is resolved Thanks for working with us, Your Vetsource Team
Dear Mr [redacted] :Timely processing of prescriptions and providing outstanding customer service are very important to VetSource and our apologies that there were complications with your client's nutrition orderWe have scoured out fax server and been unable to locate the authorization you faxed to usNot having that faxed prescription was why we were contacting you to facilitate an alternate method of approval and again, my apologies that there was obviously a miscommunicationAccording to our call logs, prior to 9/we unsuccessfully attempted to contact your practice four times via phone with a recorded greeting answering each time.Twice we were able to leave a message but those calls went unreturned.Thank you again for providing verbal authorization for your client's prescription requestWith that prescription on file, should she choose to re-order we will not need to contact you again until May To hopefully avoid any delays in the future should your clients choose to use Home Delivery we have updated our system to alert them to please mail in a written prescriptionNo faxes or phone calls needed! [redacted] has contacted your client to make her aware of this system change and has also discounted her order as a token of our appreciation for her patience with this process.Again, I am so sorry for your troubles and very much hope we can avoid anything of the sort happening againKimKim P***, CPhTInside Sales and Support Manager
Hello Ms [redacted] , Thank you for providing VetSource information in regards to your customer experience I am sorry that it was not a good experience and I want you to know that we are working extremely hard every day to improve to become an industry leader in providing a world class customer experience I am happy to hear that you were able to get in touch with our Customer Service department today and that we were able to refund you $for the product that was not intended to be ordered Thank you for being a valued customer and if you ever need any assistance in the future, please do not hesitate to reach out to between the hours of 5:am to 5:pm PST Regards, VetSource
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 meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This is not satisfactory We have proof of faxing to you on multiple occasions we have no record of any of your calls to us and a call after hours where we don't accept recorded messages does not count as an attempt to contact us I could simply say I contacted you times after hours and you never responded That is ludicrousThe bottom line is I don't believe your story and we will continue to advise all future clients NOT to use your service and this complaint remains open until you fully refund our client for the time she wasted attempting to resolve this with you In all my years of working it is unheard of to have this many problems, caused by your company, with a single product order.Sincerely, [redacted]
Hi [redacted] , We apologize for the inconvenience; our team is currently working on finding out what happened with your orderIf you could send your order number and the name of your veterinarian, we can dig a bit further to make sure the problem with your order is resolved Thanks for working with us, Your Vetsource Team
Dear Mr [redacted] :Timely processing of prescriptions and providing outstanding customer service are very important to VetSource and our apologies that there were complications with your client's nutrition orderWe have scoured out fax server and been unable to locate the authorization you faxed to usNot having that faxed prescription was why we were contacting you to facilitate an alternate method of approval and again, my apologies that there was obviously a miscommunicationAccording to our call logs, prior to 9/we unsuccessfully attempted to contact your practice four times via phone with a recorded greeting answering each time.Twice we were able to leave a message but those calls went unreturned.Thank you again for providing verbal authorization for your client's prescription requestWith that prescription on file, should she choose to re-order we will not need to contact you again until May To hopefully avoid any delays in the future should your clients choose to use Home Delivery we have updated our system to alert them to please mail in a written prescriptionNo faxes or phone calls needed! [redacted] has contacted your client to make her aware of this system change and has also discounted her order as a token of our appreciation for her patience with this process.Again, I am so sorry for your troubles and very much hope we can avoid anything of the sort happening againKimKim P***, CPhTInside Sales and Support Manager
Hello Ms [redacted] , Thank you for providing VetSource information in regards to your customer experience I am sorry that it was not a good experience and I want you to know that we are working extremely hard every day to improve to become an industry leader in providing a world class customer experience I am happy to hear that you were able to get in touch with our Customer Service department today and that we were able to refund you $for the product that was not intended to be ordered Thank you for being a valued customer and if you ever need any assistance in the future, please do not hesitate to reach out to between the hours of 5:am to 5:pm PST Regards, VetSource