TABcom

Review: I ordered an item on 12-12-13 that was a Christmas gift. It is now Christmas day and the item has still not been delivered. There was ample time for the item to arrive had it been shipped on time. I was also charged $20+ for sales tax because they "claimed" to have a warehouse in my state. The item was shipped from New York and I live in Missouri. They had no right to charge sales tax. It was nothing more than another $20 they pocketed.Desired Settlement: I would like an apology sent to my daughter explaining why her gift was not available for her to open on Christmas morning. I also want to be refunded for the sales tax that was charged.

Business

Response:

To whom it may concern:

Review: Purchased 2 items on 2 different orders.

Asked to return item VIA email. Got no response.

Emailed again and was contacted by return email.

By that time we had discovered all of our order history was missing from our account info on the web site.

Horse.com in an email stated they had "combined" our 2 accounts????? Then instructed to return items using RA#'s -but none were given and no return address was given or is provided on the web site.

Then company attempts to hide behind multiple web sites and business names masking it's real identity. Using management profiles and names we were able to link Horse.com to TABcom LLC.

We are no some 60 days or more trying to return 2 items. We sense that this is a deliberate delay tactic so as to "out wait" the customer into exceeding a 30 day return window.Desired Settlement: Provide RA number - one for each item

Provide a return address

Refund cost of $150.00.

Provide accurate posting of our entire order history under our account info. We have a order history going back at least 12 months.

Business

Response:

To whom it may concern:

This is in regards to complaint [redacted] for [redacted]. I want to apologize for any inconveniences we may have cause **. [redacted]. Our representative Brittany had worked with **. [redacted] in resolving his complications with returning the items. We have sent a return label for all items **. [redacted] wanted to return. The tracking was [redacted] for the label. This is showing returned back to our warehouse and at request from customer, refund checks were to be issued instead of credit back to the original method of payment. The refund check numbers are [redacted] for $60.11 and [redacted] for $66.79. The customer should receive these shortly. I again apologize for the delay in getting this resolved for **. [redacted]. Please let me know if you have any questions.

Regards,

###-###-####

Consumer

Response:

We are awaiting the refund checks.

Our resolution also included a request for account history information to be corrected on the business' web site under our account information.

We also asked as to how this matter was not handled properly to start with, but our request was deflected and no explanation given.

It is situations such as this in which companies believe they can hide behind multiple entities, email, and web sites to escape accountability. Few people have the resources, training, ability, and time to go after such infractions to the extent we did. This is what these companies are banking on - no one will hold their "feet to the fire". The company has done no more than what it's own policy required them to do. Where is the compensation for cost and time to retain what was promised the customer to begin with?

If customer relations continue in America as we are currently seeing, more and more citizens will "take matters into their own hands". Fewer and fewer will "work through reasonable and legal channels" to accomplish resolution.

Regards,

Business

Response:

To whom it may concern:

Review: I had previously placed some items in my "shopping cart" that is was looking at online from State Line,s web site. I did not purchase those items at that time but left them in my cart. A short time later I an email regarding items I still had in my shopping cart, the email had the following information.

Your cart Qualifies for a 15% you entire order.

It goes on to say "your entire order"

"We apologize for any difficulty you may have had ordering from us. We want to extend you an exclusive special discount of 15% off your entire order plus free shipping on orders over $99* if you would like to give us one more chance." (Direct quote from the email)

There was even a picture of the most expensive item in my cart.

There was nothing stating anything other than this fact or that I have to read the fine print as you suggest.

The only item in the cart that did not receive the 15% was the most expensive and the one pictured in the email.

When I went to purchase the items I did not receive the discounts as stated. Assuming it was a simple mistake I contacted customer service. I received a response from Richelle that is was my responsibility to read the fine print and I would see that I was not eligible for the discount. The was not any disclaimer or fine print in the email sent to me regarding this “special” promotion.Desired Settlement: I am not aware of the legal practices in PA, in Arizona this would fall under the "Bait and Switch" unlawful practice. This was done to intentionally mislead, as stated in the email the entire order was to receive the discount. This practice needs to stop.

Business

Response:

To whom it may concern,

Order a Parmak Super Energizer 5 on 6/13/15. The energizer stopped working on 9/12/15. Called and was told there was nothing they could do about replacing the energizer. They told me to send it back to the manufacturer. But that will leave me without a energizer on a fence for who knows how long... They should stand by the products they sell, if they don't, don't sell them. Be advised... if you do business with them its a one way transaction.

Review: I placed an order for a shipping kennel for my daughters dog on April 17th. I wanted to pay for it, but it was supposed to be shipped to her. When I authorized PayPal to pay for it, their system reverted the shipping address back to my home address. I didn't discover this until the first part of the order arrived. I contacted them immediately but they said everything in the order had already been shipped and couldn't be stopped. They told me they would look into my web session and see if there was a change in shipping address and get back to me. Two days later I called them back when the crate arrived to also let them know the box they shipped it in was completely caved in on one side. They told me if there was damage then they would file a complaint with UPS. My daughter needs the kennel, so while I was waiting to hear back from them, I took the box to UPS, not only to discuss the damage done with them but to also see about shipping it to Oklahoma myself. The UPS representative first told me that if a complaint had been filed by Dogs.com, they would have denied it because the package was improperly packaged. In order for them to even consider shipping it anywhere else, I had to pay for them to repackage it properly ($4.77). Then after measuring & weighting, I was told the cheapest I could sent it would be $88. There was no way I could agree to pay $88 to ship merchandise that had originally cost me $106. Today I received an email claiming they had gone back over my web session order and didn't find where I had changed the address. I'm not an it; I didn't order the kennel to be delivered to my house only to have to reship it. Yes, I should have noticed the order had reverted back to my address when I got the shipping notice, but by that point it was too late to stop the process and I only wish I had taken my own screen shot of my order but who would have thought that would have been necessary. So I was within my 30 day window of their satisfaction guaranteed return policy, but again, UPS was telling me it would be $88 to ship it back. I called the company to start the refund process, but they said I had to pay to ship it back to them. I told them how much I was told that would be, and they suggested I try USPS, which their own return policy doesn't even recommend because theres no guarantee of delivery. I don't think there is any method available to me to get this item either back to them or to my daughter thats not going to cost me almost as much money as I spent on it and they have been, at this time, unwilling to offer any additional assistance.Desired Settlement: For them to help me. Either let me pay THEIR shipping rate to get it to the address I originally intended it to go and they keep the sale, or let me pay THEIR shipping rate to get it back to them and get a refund. The shipping I originally paid with the order was $23.14. I will happily pay that again, just to get this to a satisfactory conclusion. I don't think that's unreasonable.

Business

Response:

To whom it may concern:

Review: I placed an order on June 8th and checked standard delivery (6-8 business days). The order did not arrive, and I followed up with the company by getting the tracking number. I then found that the package had been mistakenly delivered to an address in Texas (the mistake was theirs -- I live in Georgia). When I called customer service, no explanation for this was given, nor any offer to expedite delivery. As I needed the products I had ordered within the original timeframe for delivery, which the company had exceeded through their erroneous delivery of my products, I asked that they send the products to me in an expedited fashion. They promised to do this and to send the new tracking number. No tracking number arrived via email; when I followed up on four occasions with customer service over the next two days, the same promise was made, but nothing came of it: for some reason the company would not send the product out in a timely fashion, thereby reneging on their original delivery contract and promise. Because I needed the products by 6/20, and they would not expedite delivery for it to arrive on time, I was forced to cancel the order. This resulted in great inconvenience at my end.Desired Settlement: Although the company accepted the cancellation of my order, for the inconvenience and time wasted, I would like:

1. an apology

2. a change in policy: when delivery mistakes that are the fault of the company arise, the company must make every effort to expedite delivery, i.e. to get the right products to the right address within the original timeframe agreed upon

Business

Response:

To whom it may concern:

Review: I placed on order with your company in August, When I had received nothing by Sept1, I phoned customer serviceI was told that the products were damaged in shipping and returned to the warehouse on August 29th by UPSUnfortunately, no one apprised me of this problemWhen I called on Sept1, your customer service rep realized what had happened and said she would ship out the items again via priority shippingNot soWhen I called again on Sept 5th to inquire about my order, I was told that the order hadn't gone outThe company did offer to issue a credit.Desired Settlement: I'd like to be contacted by the company to explain exactly what the disconnect was regarding the order and get a straight answer
Business
Response:
To whom it may concern:

Review: Dog.com website advertised in bold print a 25% savings discount and free shipping (less a $2.99 fee) if spending over $69.00. After doing some comparative shopping we spent over an hour putting together a large order over $300. Only when we went to check out did we learn of a $0.30/lb additional fee for shipping. Placing a call to the order dept. at 4pm today , Saturday 11/30/13, I asked to speak with a manager and was directed to "[redacted]" whom indicated she was the acting manager on duty with her normal position being a team lead/supervisor. When discussing my frustration and anger over the failure of Dog.com to disclosed hidden fees until checkout "[redacted]" indicated that she had no authority to do anything about it with "...all managers off until Monday." Further going on to state, "...I'm not sure they would do anything either." Bottomline, this acting supervisor was left in charge on the biggest shopping weekend of the holiday season claimed to not have the authority to waive $7 on a $300+ order. When I pointed out we are both a returning customer and preparred to go to the competition her response was to say she understood and didn't want to further waste my time.

I highly doubt in this economy any person in authority of a retail operation would lose a client to their competition over correcting a dissatisfied customer's experience with their website for something so minor---but apparently Dog.com will.Desired Settlement: Website did not allow removal of a coupon code and later did not fully disclose clearly the add-on shipping fees. Lastly, employees should be empowered/congnisant of the economics of good customer service.

Business

Response:

To whom it may concern:

Review: Ordered a saddle from the company and recieved it May 16th 2013. The very next day, May 17th 2013 I called for an RMA or return number as it did not fit my horse. One week later, May 24th 2013, I am still witing for an RMA. They have said it's because they are waiting for their supplier to issue an RMA. I don't believe I should have to wait for my refund/return because their supplier is slow. They offer a 30 day money back and it does not say anywhere that I have to wait for a supplier to be able to return my product for a refund.Desired Settlement: I would like an RMA number to be issued ASAP and when I return the item I expect to see a credit in a timely manner.

Business

Response:

To whom it may concern:

Review: A purchase of a saddle and accessories was made on 9/25/13. I released I made a mistake in the order and called to cancel this order within 10 minutes. I was told I would receive a cancellation number within 24 hours. When I did not receive this I called the next day and was told the order had shipped. I would have to return the shipment when I received it. Upon receipt of the order, customer service said I would have to divide the shipment in two and would need return shipment numbers which they would provide. I made several calls to be issued these numbers. Upon receiving the second return item number I was told I would be charged a restocking fee of $65.00. I called customer service and complained about how I cancelled this order within 10 minutes and it was shipped anyway. Now I have paid $50.00 in return shipping costs and State Line wanted to charge an additional restocking charge of $65.00. I wanted verification of when they made the cancellation of this order because I did not believe the order was processed, packed and shipped within 10 minutes of placing it. They would not supply this to me but waved the $65 fee. They would not pay my return shipping costs. Tracking verification verifies this order was received on 10/10/2013. I have made three calls and I still have not received my credit. (16 days) I have been told the credit was approved and should be on my credit card within a day, but after three calls it has not shownDesired Settlement: I would like to receive my credit for the saddle as well as my shipping costs. This was State Lines error in not canceling my order in a timely manner. The whole process has been mishandled and slow. The order should not have been shipped. A full refund (return charges and payment) should have been made in a timely manner

Business

Response:

To whom it may concern:

Review: Recently I ordered a pair of boots that I needed ASAP. I used the 'Pay with [redacted]' option and I used my wife's credit card to pay and shipped to her mother's house. I received a confirmation. I then tried to change the boot's size since I was finally able to try on a pair of boots and found the pair I ordered would be too big. The customer service representatives could not find the order, even after giving them the Order# I received in the confirmation email. I had them try a look-up by my name, my wife's name, and even the shipping address. They said they could not find it and that the order most likely didn't even go through. They then even tried to tell me that paying through [redacted] was not even an option. Basically trying to imply that I was an it. Turns out the order did go through and I received the pair of boots. I called them again and they still couldn't find the order. When they finally did find it (under my wife's name which I had already given to them before), they said in their system it wasn't even showing up as shipped. I asked for the correct size to be sent with the same 1 day shipping as that is what I still needed and had paid for. I requested this since it was their fault that they couldn't find my order to change the size. (I had given them the correct information). They denied my request and since I needed the boots ASAP, this basically meant I would have to return them. They then said I'd have to ship the item back using my own money. So after a lot of hassle, I will be out the amount I paid to ship to my house express and the amount to ship them back.Desired Settlement: To be refunded the amount I paid (including the amount to ship 1 day) = $155.98. I don't want the boots so if they want them back, for them to pay for the shipping.

Business

Response:

To whom it may concern:

Review: I have never gone to this extent with a customer complaint. My experience with this company was awful.

I ordered two items on different dates. The items were ordered in early July. I received emails that the order would arrive soon as well as subsequent emails. After three weeks I called 1-800 Pet Supplies, and discovered that both items were on back order. At that time I requested that the items should be cancelled and that an email be sent to me confirming this request. I was annoyed that I was never notified that the items was out of stock with no date as to when it would be available -the company did not want to lose a sale so their order confirmation emails appear as though the item is on its way. Accurate and complete disclosure should be given to customers so they know what to expect and when to expect an item.

After about 3 weeks, I called the company and was told that the items were out of stock, I asked why I was never sent an email with this information and no answer was given except an apology. I requested that an email be sent to me confirming that the orders were canceled and that my credit cars was not charged. The customer service rep assured me that I would receive a confirmation email. Well I never did and it is now 2 weeks later and I get another email stating that the items will be here soon. So I call the company back to inquire as to why I am getting another email, and she said that a request was made to the 3rd party to cancel my order but they had not received confirmation that the 3rd party vendor had indeed canceled the order, so that is why the orders were still "pending" . She said the emails are automated and she has no control over them being sent. A customer does not really care about the specific behind the scenes back and forth between them and their partners. There should be control over what is sent to a customer, information should be accurate that is sent to a customer. And when you tell a customer you are going to do something, then do it or communicates to the customer why you could not do it. Customers are generally reasonable IF a company communicates to a customer, and IF the communication is sincere and timely.Desired Settlement: I would the company to be notified about this issue and to change their business practices so that another customer does not have to go through the hassle that I had.

Business

Response:

To whom it may concern:

Review: My account has been merged (for the second time) with another party by the name of [redacted]. When I log onto my account with my password, her name and address come up. This happened in the past and the issue was resolved. This time...I have sent numerous e-mails to customer service since 6/2/14 requesting that my account be closed.. Customer care has responded saying that the issue would be resolved within 24-48 hours. I cannot trust a credit card order with these non secure account practices.Desired Settlement: Please close my account.

Business

Response:

To whom it may concern:

Review: I ordered a birthday gift through [redacted].com from Horse.com for a child's chaps and vest. I paid a premium to have the gift delivered in a single business day. I placed the order 29 Aug 2014. I ordered the appearl in brown and a small size. I am still waiting for the gift. I did receive a product I did not order and return the item to [redacted].com. [redacted].com refuses to deliver the correct product, and refuses to refund my money.Desired Settlement: Refund my money. I believe [redacted].com will continue to lie to me about the status of my refund. In fact I believe thuis is simply a scam to defraud customers.

Business

Response:

To whom it may concern: