TABcom

MISLEADING ADVERTISING ALERT! I placed an online order yesterday for Taste of Wild dog food. The website states "Free Shipping on orders over $69". However, when I went to check out, a message came up stating that my order was on hold. I called the company the next day and a Rep told me that my order was on hold pending a "freight quote." My order was for over $800 so I asked why I would need a freight quote - my order's over $69, it should be free per their advertisement. The Rep said "No, free shipping is only for up to 20 lbs. You pay shipping after that." I told her that there was NO disclosure of that kind on their website. If so, I would have gone with another competitor who offered same price and same free shipping offer. Rather than address my concern regarding shipping, the Rep happily offered to CANCEL my order. What kind of company's first solution to a customer concern is to cancel their order? I did cancel my order and told her I would leave feedback on Yelp and Revdex.com about their misleading advertising. I wish I had checked on Yelp yesterday before placing my order with Dog.com as this company is rated on Yelp as "1 Star" out of 5 possible stars. (TABcom, LLC is the parent company of Dog.com. Dog.com is not listed on this Revdex.com website so I am leaving commentary with their parent co.)

To whom it may concern:
 
This is in regards to the response from **. [redacted] for complaint number [redacted]. I apologize for **. [redacted]'s complaints. I am unsure why it took some time the customer did not receive the return authorization numbers. I believe it was a miscommunication from our agents view. For that I do apologize. With our normal return policy, the customer is responsible for shipping back to us. Due to the error on our part, we sent a prepaid UPS label for the return. The customer was not responsible for these charges. Also, we do not hide behind various sites and names. At the bottom of all of our websites, there is a link that states 'About Us'. If you click on the about us link on horse.com, this would explain TABcom LLC is responsible for this site. I have included the link for your information as well, [redacted]. I apologize I forgot to include in the original response, the online account should now show all of **. [redacted]'s orders that have email address as [redacted] on file as well as the billing address **. [redacted] has listed on this complaint. If he would need a password reset, I will be more than happy to send the reset email to him. I apologize **. [redacted] had complications with this order again. We do value our customers and try to minimize errors on our part. Please let me know if **. [redacted] does need a password reset or have any other questions.
 
Thank you,
 
[redacted]
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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

To
whom it may concern:
"Verdana",sans-serif; font-size: 10pt;"> 
This
is in regards to Revdex.com complaint # [redacted] for [redacted]. I apologize the
boots did not fit the customer’s daughter. Our return policy states return
shipping costs are non-refundable unless the item is being returned as a
damage/defect/wrong item/etc. The return policy is found online (http://www.horse.com[redacted])
and also on the back of the invoice the customer receives. A boot not fitting
(too small or big) is not a defect. Unfortunately we are unable to send a
prepaid label for the return of this item. Please let me know if you have any
questions.
 
Regards,
 
Carrie M[redacted]
Horse.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
As previously stated, I repeatedly sent emails with pictures that were acknowledged via return email as being received each time.
Customer Service repeatedly made claims to the contrary, but I have all emails and acknowledgements for the many times that they were in fact successfully sent.
After attempting to resolve the issue with the company through the Revdex.com, the company attempted one phone call, but was asked by me to communicate via email in an attempt to provide pictures once again, but I received no response.
As a result of attempting to work with the company over 1 month in total, I took it upon myself to contact the manufacturer of the product directly.
Initially declining to help without working through TABcom, I explained to the manufacturer that I had repeatedly attempted to do just that, but that TABcom was uncooperative and unsupportive.
I further sent the manufacturer the pictures of the problem as I had done with TABcom, along with the order number information and internal reference numbers necessary to validate the order.
I was promptly provided a Return Authorization number by the manufacturer, and I shipped them at my cost, where they were received last week according to the tracking information.
The manufacturer stated that they would provide the correct product in approximately 3 weeks time.
Today I received via email from TABcom a UPS return label with return instructions, however this is too little too late at this time.
It was necessary to attempt to work with the manufacturer under the circumstances, and I hope that TABcom can contact the manufacturer to make the correct product provision to me a genuine concern.
Regards,
[redacted]

To whom it may concern,
0pt"> 
In regards to [redacted]’s complaint [redacted]. I apologize [redacted] did not receive her items. After reviewing her order history, I did see that we sent a replacement order on March 18th to the [redacted] address, but was not informed that [redacted] did not receive that package. The replacement order is . If [redacted] delivered the package to the incorrect address “[redacted]”, then this is an error on their part. The current issue at hand is how many packages did **. [redacted] actually receive. In addition these items are of a time sensitive nature, since they are consumable products, and it has been 2 months with no correspondence from [redacted] to indicate an issue until now. I have left a message for [redacted] to please contact me back to resolve this matter. Please let me know if you have any questions.
 
 
Regards,
[redacted]
Ferret.com
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[It was a different company I ordered from, I appologize for any inconvenience this may have caused your business]
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. 
Regards,
[redacted]

To
whom it may concern:
"Verdana",sans-serif; font-size: 10pt;"> 
This
is in regards to [redacted]’s complaint # [redacted]. I apologize for any
inconveniences [redacted] was caused with her order. I did review and see her
credit was processed on 9/16. I do see there was delay in completing this credit
and I apologize for that. The customer was refunded in the amount of $134.99
back to her [redacted] account. If you have any other questions, please let me
know.
 
Regards,
 
Carrie M[redacted]
Horse.com Supervisor
[redacted]

To Whom it may concern:
 
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This is in regards to complaint # [redacted] for [redacted]. I want to apologize for any inconvenience [redacted] was caused. [redacted]
investigated the missing packaging originally in October. The investigation was
complete and [redacted] stated the customer received the package. We contacted [redacted] to verify if she did or did not receive the package on 10/28; however
we never heard back from her. We have now fully processed the credit back to
her original method of payment in the amount of $81.85 as of 1/15/16. She
should she the credit back to her account within a few business days from the
15th. Please let me know if you have any further questions.
 
Thank you,
Carrie M
Statelinetack.com

-------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Tue, Jun 17, 2014 at 5:02 PM
Subject: Complaint [redacted]
To: [redacted] <[redacted]>
[redacted],
 
Below is additional information for the complaint I could not add.
 
 
To whom it may concern:
 
The reason [redacted] does not see the refund transaction as of yet is due to the fact a dispute/chargeback was filed by the customer before the refund transferred to [redacted]. Once again it may take up to 75 days for the refund to be processed due to the chargeback that was filed. [redacted] may be able to reach out to [redacted] directly and remove his dispute. This should allow the refund to be properly processed. Please let me know if you have any further questions.
 
Regards,
[redacted]
###-###-####

My experience with dog.com was outstanding! I could not have asked for better service. I ordered 9 items and they all arrived in a new box with quick delivery in just 4 business days, even though they said it could take up to 10 days. This site also made it easy to track the delivery route so you would know when to be home when it arrived. I will definitely order from dog.com again.

To whom it may concern: This is in regards to complaint # [redacted]. Since we never received the photos showing the incorrect item, I have sent the customer a prepaid UPS label. The customer must package the boots, print the label, place the label on the outside of the box, and take it to a UPS location to ship. Once I see it has been returned, I will reship the boots. The label has been sent to the email listed on this complaint and also on our account.   Regards, Carrie M[redacted]Statelinetack.com

To whom it may concern,
New Roman" size="3">
This is in reference to complaint ID [redacted] for [redacted].
This customer placed order [redacted] on 4/14/15, shipped out
on 4/17/15, and delivered USPS on 4/21/15.
Customer then called in stating her package was delivered but
it was stolen. We then advised her that she should contact local authorities as
she felt the neighbor’s boys stole her package. 
We contacted her local post office and spoke to Jeremiah who confirmed
that package was delivered to her home on 4/21/15 and was left next to her shed as she
previously requested her packages to be left. Jeremiah advised her that the
post office and Horse.com were not responsible for her package being stolen. We
spoke to Dpty [redacted] Badge # ** with the White County Sheriffs dept. and he stated
that he had not had previous cases like this before and it was hard to pin
point who could have stolen her package, and she couldn’t go around blaming
people. 
She continuously called numerous times, verbally abused and harassed
my employee Dana that the police were coming for her and she was going to be
taken away unless she refunded her. [redacted] then called in Friday on 4/24/15
stating the police and her bank advised her to nicely request that we refund
her as a onetime courtesy. At that point Dana advised her she was unable to
assist her that this issue was escalated to the executives due to the harassing
customer. Monday morning 4/27/15 I
decided out of good faith, we would issue her a Gift certificate for her loss
for the amount of $30.00. We contacted
[redacted] to advise her of the action we are willing to take and she was
accepting what we were able to do for her considering her package have been
stolen from her property.
[redacted] then called in
again on Wednesday 5/6/15, harassing another agent Yvette that she wanted her
money back that she never agreed to the gift certificate, and we caused her
defamation with her bank and the police who now thinks she is crazy.
I feel this is not the responsibility of Horse.com to issue
this customer a refund as we shipped her order as requested and the post office
confirmed delivery.  Please see attached
email of the customers reviews stating her package was delivered and stolen as
well as the tracking and delivery information.
Please contact me if you have any further questions.
Michelle P[redacted]
Director, Customer Care
Horse.com
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Review: I bought two dog crates from Dog.com with their promise that I could return the one that didn't fit for a full refund. I returned the giant dog crate on Dec 7 and it was signed for on Dec 12 by an R. Price and I have not received my refund. They say they won't refund me until I give them my tracking number which I have lost. I realize that this is probably within their rights but I would just wish that honesty were still the best policy. I am now out over $300 for this crate plus the shipping fees on the return. I will not be ordering from them again. [redacted]Desired Settlement: I just want the original amount that I paid for the dog crate.

Business

Response:

To whom it may concern:

Review: On March 29, 2014, I placed an online order with Horse.com, a subsidiary of TABcom, LLC. I received the shipping confirmation on April 1, 2014. Then, on April 8, 2014, I received an email stating that the carrier returned the package as undeliverable and that my order would be refunded, minus the shipping cost. I was confused. I checked my order and my address was correct. So, I went to the website and emailed the company with my inquiry and asked for response. I also received, on March 29, 2014, and email from [redacted] Trusted Stores in regards to my order with Horse.com. I also submitted an email to the company through that portal, but it was returned as undeliverable. I checked the tracking information and learned that the package never reached my state of residence. This confused me even more. I attempted another email, and received no response once again. This still bothered me, so I reveiwed the order from the carriers website, instead of through horse.com and some interesting details came into light. This package was damaged in transit & returned to the shipper due to being undeliverable due to damage. Horse.com knew this and still charged me shipping for their improper packaging or the carriers improper handling. This is borderline fraud and if I hand't been so bothered by this, this company would have ripped me off for something that was NOT my error.Desired Settlement: I want my shipping costs refunded. I also want this company to amend its business practices and not charge customers for shipping errors that are not within the customers realm of control. This is a dispicable business practice and I will NEVER do business with Horse.com or any TABcom, LLC subsidiaries in the future.

Business

Response:

To whom it may concern:

Review: My daughter made an online purchase of a pair of socks.

She was charged $32 for shipping. The parcel was not couriered or expedited in any way. It arrived, in the mail, via Canada post.

A $32 fee for this type of shipping is usurious and irresponsible.Desired Settlement: We are willing to pay reasonable shipping/handling costs, $5-7 (this is the fee [redacted] charges to ship identical socks), but would like to be refunded the remainder of the initial $32 shipping charge.

Business

Response:

To whom it may concern:

Review: The homepage of www.statelinetack.com shows a picture of Equimax 14.03 Praziquantal/ 1.87 Ivermectin Paste and says "Now $8.39". When I went to check out, however, the price was listed as $10.49. I contacted customer service and asked them to honor the advertised price. They told me that no place on their webpage did it say that price. So I sent them a screen capture of their webpage showing that image with the $8.39 price and they replied that they would not honor that price.Desired Settlement: I would like them to honor the advertised price, thank me for bringing this to their attention, and aplogize for the hassle I've gone through to get them to honor that price.

Business

Response:

To whom it may concern:

Review: This is a complaint regarding an order placed on April 28, 2013 with dog.com.

According to the tracking information for this order, it arrived at a warehouse in [redacted], GA, on April 30. At that point, the package was lost by UPS. I called Dog.com customer service on May 8, 2013. A tracer request was put in with UPS. On May 14, UPS tracking information was updated to indicate "claim issued."

I have now had at least four telephone conversations with Dog.com customer service and one with UPS. My Dog.com conversations occurred on May 8, May 16, May 20, and May 21. In each of these conversations, their representatives gave me different, sometimes conflicting, information.

First, I was told my account would be refunded the product price + cost of shipping on the 8th business day following my initial phone call with Dog.com. The 9th business day has come and gone, and I do not have my refund.

On the second phone call, I was told my refund would be in my account by the next morning. The next morning after that call was May 17. I still do not have my refund.

On the third phone call, I was again told my refund would be in my account by the next day. The next business day was yesterday, and I still do not have my refund.

On the fourth phone call, I was told the refund would actually take 24-72 "business hours" to process. The representative told me to count from the phone call on May 16, and that I should check my account last night (with May 17, May 20, and May 21 being the three business days in question). I have checked my account within the last five minutes, and I still do not have my refund.

Additionally, I have sent multiple e-mails over the past two weeks to their customer service team, and none of them have been answered.Desired Settlement: The company acknowledges I am due a refund of the full purchase price plus shipping and handling. I would like to actually receive that refund.

Business

Response:

To whom it may concern:

Review: On April 8, 2013, I purchased a bag of Innova Prime GF Chicken/Turkey Dry Cat Food 5 lb. bag with order number [redacted]. After receiving it, I noticed that the expiration date listed on the bag was April 9th, the day after I purchased it and the day it shipped. I contacted their Customer Service on April 18 and they said they would check their warehouse regarding this and give me a response as soon as possible and arrange a refund. I waited for a call and never received one. I called them today, April 23rd, and asked for the status of it. They checked the order and said they found nothing wrong with the stock and said that since the expiration date was after it shipped, it was within their acceptable dates and I was not eligible for a refund. Instead, they pointed me in the direction of the manufacturer telling me there was a recall (which I was never notified regarding), and that the manufacturer would replace the bag.Desired Settlement: I want a refund for the store selling food that they knew would be expired on the date that it arrived. I would also like for them to modify their policy to notify affected customers in the event of a recall.

Business

Response:

To whom it may concern:

Review: I didn't receive my order yet. Tracking number shows package was damaged and return to sender. Seller sent me an email that my address is wrong and they will charge me for shipping???!!! really!! Refund my money.

I didn't receive the products that I order, nor I receive the refund.

Tracking number [redacted]Date/Time Activity Location - 5/08/2014 - Thursday11:32 am Delivered[redacted], PA5:01 am On [redacted] vehicle for delivery[redacted], PA4:50 am At local [redacted] facility[redacted], PA - 5/07/2014 - Wednesday10:51 pm Departed [redacted] location[redacted], PA5:59 pm Arrived at [redacted] location[redacted], PA8:20 am Departed [redacted] location[redacted], CT4:24 am Delivery exception[redacted], CTDamaged, handling per shipper instructions - 5/06/2014 - Tuesday10:08 pm Departed [redacted] location[redacted], CT7:08 pm Arrived at [redacted] location[redacted], CT8:50 am Departed [redacted] location[redacted], NJ12:46 am Arrived at [redacted] location[redacted], NJ - 5/05/2014 - Monday9:32 pm Left [redacted] origin facility[redacted], PA8:00 pm Arrived at [redacted] location[redacted], PA3:43 pm Shipment information sent to [redacted]12:00 am Picked up[redacted], PAI didn't receive my order yet. Tracking number shows package was damaged and return to sender.Tracking number [redacted]Date/Time Activity Location - 5/08/2014 - Thursday11:32 am Delivered[redacted], PA5:01 am On [redacted] vehicle for delivery[redacted], PA4:50 am At local [redacted] facility[redacted], PA - 5/07/2014 - Wednesday10:51 pm Departed [redacted] location[redacted], PA5:59 pm Arrived at [redacted] location[redacted], PA8:20 am Departed [redacted] location[redacted], CT4:24 am Delivery exception[redacted], CTDamaged, handling per shipper instructions - 5/06/2014 - Tuesday10:08 pm Departed [redacted] location[redacted], CT7:08 pm Arrived at [redacted] location[redacted], CT8:50 am Departed [redacted] location[redacted], NJ12:46 am Arrived at [redacted] location[redacted], NJ - 5/05/2014 - Monday9:32 pm Left [redacted] origin facility[redacted], PA8:00 pm Arrived at [redacted] location[redacted], PA3:43 pm Shipment information sent to [redacted]12:00 am Picked up[redacted], PADesired Settlement: This company wasted my time, and still doing so.

I need my money back why the delay????

Business

Response:

To whom this may concern:

This is in regards to **. [redacted]’s complaint [redacted]. I apologize [redacted]’s order was damaged originally. We have processed a credit back to his original method of payment in the amount of 77.99 on 5/9. After further review the customer disputed the charge with [redacted] before the credit was processed completely, resulting in a chargeback. We have contacted [redacted] about the customer not seeing the credit at this point, unfortunately they informed us **. [redacted] will not see the credit until the investigation on the dispute is completed, which could take up to 75 days. We have informed **. [redacted] of this on 5/21/14. When we receive information once the chargeback is closed, we will contact the customer. Please let me know if you have any questions.

Regards,

Petsupplies.com

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Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

Please read below the email I received from [redacted] May 31.