That Fish Place – That Pet Place

--------- Forwarded message ---------- sans-serif;">From: [redacted] >Date: Wed, Jan 28, at 9:AMSubject: Revdex.com ID [redacted] To: [redacted] Cc: [redacted] Good Morning [redacted] , Attached is our response to Revdex.com claim with ID [redacted] If you need to call me directly, my cell number is [redacted] *** Thank you for your help and have a nice day Johannes P [redacted] Customer Experience Manager That Fish Place Customer Service received a notice of a claim filed against our company regarding dissatisfaction with the company's livestock and policies regarding guarantee claimsThe customer involved in the claim is providing information to the representative handling the guarantee claimThe customer is also attempting to claim loss of livestock that was never purchased or sent to himCustomer Stated that photo verification of livestock in question could be providedAfter being asked by the representative to provide photo verification or the deceased livestock in question, the customer sent photos pulled directly from google, scientific papers, and That Fish Place/That Pet Place's websiteThe pictures were to multiple degrees; 1.) not representative of the livestock in question, 2.) photos of live animals, 3.) photos clearly not of the livestock from the customer's aquariums (from google, Scientific papers, livestock websites), 4.) Livestock items that were never purchased or sent to him, 5.) Livestock items never mentioned during correspondence, Claim was filed by customer outside of That Fish Place/That Pet Placeday livestock guarantee (days)Several items in question were not covered by That Fish Place/That Pet Place day livestock guarantee, which was presented to customer on, at least, two separate occasionsThat Fish Place/That Pet Place day livestock guarantee claims requires customers to provide photo verification or deceased animalCorrespondence records have been kept and can be presented to Revdex.com upon requestJohannes P [redacted] That Fish Place/That Pet Place Customer Experience Manager [redacted] ***

Dear [redacted] , Customer placed his order on 1/12/ He contacted us on 1/25/and said the item (light fixture) was loud and he did not want to pay to return it He wanted to return it and get a more expensive fixture We emailed him a [redacted] prepaid label to get the unit back Any returns that we send a label for are tested once we receive them back If we get a unit back and when tested not to be defective we deduct the cost of the label from the customer's refund We tested the unit for full days It ran without incident and as it should When I emailed the customer and told him it wasn't defective he was not happy that his refund would be minus the $for the label He said we didn't run the unit for 5-hours I offered to have it retested We tested the unit for days On 1/27/I refunded him in full in the amount of $ We continued to test the unit for one more day It ran without incident The customer received what he was asking for, a refund in full If you have any further questions, please feel free to call [redacted] ext [redacted] or email me at [redacted] @thatpetplace.com My apologies but I did not get any previous emails from you Thank you.Regards, Tammy PCall Center Manager 2/12/

No, I have not yet filed a charge-back with the card companyAlthough, depending on the results of this complaint, that will be my next stepRevdex.com wasn't very helpful the first time, due to the store "following warranty" (which I still maintain is an utter JOKE of a warranty)I'm hoping that, this
being That Fish Place's second offense in less than a month of selling me almost $worth of dead birds, Revdex.com might be more cooperative in helping me

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I have two cockatiels, both of which are alive and healthy, and have been for nearly eighteen yearsI am NOT a novice to taking care of birdsAll three birds resided in the exact same roomI am very careful about keeping anything potentially harmful or toxic away from their cagesIf it was truly an airborne hazard, as the store claims, it would also have affected my cockatiels, and they are both perfectly healthySomething killed the parrotlet, whether disease or something else, and I feel a mere hours is not NEARLY a long enough warranty for such an expensive birdI feel I've been treated very unfairly by this company, whom I've done business with for yearsI've bought many small animals and fish, not to mention cages and supplies, from their store over the yearsIt used to be that the store policy gave customers a week to insure against sickness/deathBut they've apparently decided that making money is far more important than customer satisfaction, and have become nothing more than another corporate leech
Regards,
*** ***

March 26, Dear *** ***,Re:***We received your complaint letter relating to *** ***'s recent purchase of a Parrotlet.We regret to hear that *** ***'s Parrotlet has passed away.Our return policy on birds is hours for death only due to how
sensitive birds can be to conditions that are out of our control once it leaves our storeOur policy has always been hours and we feel as though it is enough time to ensure the bird was not sick upon purchasing itBirds are very sensitive to airborne hazards both that are obvious to smell and odorlessWe give out an "Airborne Hazards for Birds" sheet to customer's that purchase a bird from our storeI have attached a copy of this sheet for your reference.All of our birds are put into a quarantine area and tested before they are put on display for saleWe test all of our birds for Psittacosis which is a disease that birds can carryAll our tests are sent to a lab where it generally takes up to a week to get our results back.The clutch of Parrotlets that *** *** purchased had arrived in our store on January 27, 2014, our test results were sent out and we received our result of Negative on February 13, We still currently have of the Parroltets from the same clutch that *** *** purchased and they are doing fine and showing no signs of illness and are going through a molt which is a process birds go through to grow new feathersThese Parrotlets were all purchased by a reputable local breeder that we have been dealing with for several years.I have sent a copy of the guarantee that *** *** signed before she purchased the ParrotletThese guarantees must be filled out completely before a customer can purchase a bird to ensure they understand our return policy*** *** was also given a copy of this guarantee once she purchased the Parrotlet.We believe that the Parrotlet *** *** purchased was a very healthy bird when it left our care and we are going to stand behind our hour guarantee and will not replace or refund *** ***'s purchase.If you have any questions please feel free to contact me

April 17, Dear *** ***,Re:***We had sent the Parrotlet that *** *** had purchased for an autopsy and tissue sample on Thursday April 3, to find the exact nature of deathWe are waiting on the results to move any farther with this issue. *** *** is aware that we have sent the bird in for testing.If you have any questions please feel free to contact me,

April 17, Dear MsCameron,Re:***We had sent the Parrotlet that *** *** had purchased for an autopsy and tissue sample on Thursday April 3, to find the exact nature of deathWe are waiting on the results to move any farther with this issue*** *** is aware that we have sent the bird in for testing.If you have any questions please feel free to contact me,

Dear ***, Customer placed his order on 1/12/ He contacted us on 1/25/and said the item (light fixture) was loud and he did not want to pay to return it He wanted to return it and get a more expensive fixture We emailed him a *** prepaid label to get the unit
back Any returns that we send a label for are tested once we receive them back If we get a unit back and when tested not to be defective we deduct the cost of the label from the customer's refund We tested the unit for full days It ran without incident and as it should When I emailed the customer and told him it wasn't defective he was not happy that his refund would be minus the $for the label He said we didn't run the unit for 5-hours I offered to have it retested We tested the unit for days On 1/27/I refunded him in full in the amount of $ We continued to test the unit for one more day It ran without incident The customer received what he was asking for, a refund in full If you have any further questions, please feel free to call *** *** *** ext*** or email me at ***@thatpetplace.com My apologies but I did not get any previous emails from you Thank you.Regards, Tammy P.Call Center Manager 2/12/

Dear [redacted], 
Customer placed his order on 1/12/16.  He contacted us on 1/25/16 and said the item (light fixture) was loud and he did not want to pay to return it.  He wanted to return it and get a more expensive fixture.  We emailed him a [redacted] prepaid label to get the...

unit back.  Any returns that we send a label for are tested once we receive them back.  If we get a unit back and when tested not to be defective we deduct the cost of the label from the customer's refund.  We tested the unit for 2 full days.  It ran without incident and as it should.  When I emailed the customer and told him it wasn't defective he was not happy that his refund would be minus the $6.99 for the label.  He said we didn't run the unit for 5-6 hours.  I offered to have it retested.  We tested the unit for 2 days  On 1/27/16 I refunded him in full in the amount of $299.38.  We continued to test the unit for one more day.  It ran without incident.  The customer received what he was asking for, a refund in full.  If you have any further questions, please feel free to call [redacted] ext. [redacted] or email me at [redacted]@thatpetplace.com.  My apologies but I did not get any previous emails from you.  Thank you.Regards, 
Tammy P.
Call Center Manager 
2/12/16

Dear [redacted],
I'm contacting you as requested about the complaint that was made by a customer. The customer placed the order on 11/30/14 on our website and selected USPS mail as their ship method on the order. The email he received from us is the confirmation email that the order was placed...

and it can take 2-3 days to ship. All orders are defaulted to [redacted] delivery unless the customer changes it. On 12/1/14 the customer was contacted by email and phone about the address on the order. If a customer places an order and they use a alternative shipping address they must add it to their credit card information for security reasons. Our policy about this is listed on our website. We did not hear back from the customer and then notified him on 12/3/14 again and left a message for him to call. He called back and said that the shipping address is a family members address. Our shipping warehouse was closed at that time and the order would not be shipping for at least 1-3 business days not including the day the customer called. The operator that spoke to the customer did not give a specific date the order would ship. Orders are shipped Monday through Friday. Saturday and Sunday are not considered business days. The customer's package shipped on 12/8/14 by the ship method the customer selected. The package is showing that it will be delivered 12/11. The customer called on 12/10 to check the status and was upset and wanted to know what type of place are we running because he hasn't received his order. Everything again was explained to the customer and told him I was sorry if he didn't receive the messages we left for him. I told him the package has shipped and the last information on the tracking was that the package was in Philadelphia. The scheduled delivery date was 12/11/14. Normally orders are shipped in a timely manner but there was a delay because we needed the customer to contact us about the address on the order. Please contact me with any questions.Thank you,
April M
Call Center Supervisor

--------- Forwarded message ----------
sans-serif;">From: [redacted]>Date: Wed, Jan 28, 2015 at 9:28 AMSubject: Revdex.com ID [redacted]To: [redacted]Cc: [redacted]
Good Morning [redacted],
Attached is our response to Revdex.com claim with ID [redacted]
 
If you need to call me directly, my cell number is [redacted].
 
Thank you for your help and have a nice day.
 
Johannes P[redacted]
Customer Experience Manager
 
That Fish Place Customer Service received a notice of a claim filed against our company regarding dissatisfaction with the company's livestock and policies regarding guarantee claims. The customer involved in the claim is providing false information to the representative handling the guarantee claim. The customer is also attempting to claim loss of livestock that was never purchased or sent to him.
Customer Stated that photo verification of livestock in question could be provided. After being asked by the representative to provide photo verification or the deceased livestock in question, the customer sent photos pulled directly from google, scientific papers, and That Fish Place/That Pet Place's website. The pictures were false to multiple degrees; 1.) not representative of the livestock in question, 2.) photos of live animals, 3.) photos clearly not of the livestock from the customer's aquariums (from google, Scientific papers, livestock websites), 4.) Livestock items that were never purchased or sent to him, 5.) Livestock items never mentioned during correspondence,
Claim was filed by customer outside of That Fish Place/That Pet Place5 day livestock guarantee (12 days). Several items in question were not covered by That Fish Place/That Pet Place 5 day livestock guarantee, which was presented to customer on, at least, two separate occasions. That Fish Place/That Pet Place 5 day livestock guarantee claims requires customers to provide photo verification or deceased animal.
Correspondence records have been kept and can be presented to Revdex.com upon request.
Johannes P[redacted]
That Fish Place/That Pet Place
Customer Experience Manager [redacted]

4/23/2014Dear [redacted]I am writing to address the complaint assigned ID # [redacted]. Please note that this is the same as complaint #[redacted].[redacted] has now purchased two birds from us both of which have died in her care. I gave [redacted] the option to take the deceased bird to the vet for an autopsy on her own and if a disease was discovered we would refund her money and the cost of the vet. She declined this offer. I in turn sent the bird to an independent bird Vet and had an autopsy done to determine the manner of death.The results came back as such:Diagnosis CommentThere are signs of dehydration and starvation present in the bird. This may be stress induced. No infectious diseases were found. No microscopic lesions were seen in the heart.All of the other birds from this exact same clutch are still in our care and are all healthy. We have not had any deaths.Based on the results from the vet we will not be refunding the customer for the dead birds.Sincerely,

Review: I purchased a parrotlet for $225 at this store. I had him a week. He seemed perfectly fine. I came home from work this morning to find him dying on the bottom of his cage. No idea why, no conceivable reason for it at all. He might have somehow injured himself in his cage, or maybe he was sick. I honestly don't know. I have two cockatiels as well, whom I've raised for the past eighteen years, and they are both perfectly fine. Although the store policy said that there is only a 48 hour guarantee (which is complete bull), for as much money as I spent on this bird, I expected it to last a LOT longer than a single week!

I called the store and they refuse to allow an exchange or a refund. I cannot help it that the bird died. For all I know, he was sick, and was sold to me that way. Birds are very resilient. They don't usually show signs of illness, unless they are very ill. The manager offered to sell me ANOTHER bird at a discounted price. The first one didn't last a week, why in the WORLD would I purchase a second bird from that store, which might also be sick?

On top of the bird, I spent another $100 on a cage and supplies, which are now useless to me if I have no bird to put in it.Desired Settlement: I'm willing to risk an exchange for another bird, or I will take a refund, and I think That Fish Place needs to change their policy from two days to a week. Two days is not NEARLY enough time to tell whether or not a bird is sick. It is robbery for the customer if they get unlucky enough to choose a sick bird!

Business

Response:

March 26, 2014Dear [redacted],Re:[redacted]We received your complaint letter relating to [redacted]'s recent purchase of a Parrotlet.We regret to hear that [redacted]'s Parrotlet has passed away.Our return policy on birds is 48 hours for death only due to how sensitive birds can be to conditions that are out of our control once it leaves our store. Our policy has always been 48 hours and we feel as though it is enough time to ensure the bird was not sick upon purchasing it. Birds are very sensitive to airborne hazards both that are obvious to smell and odorless. We give out an "Airborne Hazards for Birds" sheet to customer's that purchase a bird from our store. I have attached a copy of this sheet for your reference.All of our birds are put into a quarantine area and tested before they are put on display for sale. We test all of our birds for Psittacosis which is a disease that birds can carry. All our tests are sent to a lab where it generally takes up to a week to get our results back.The clutch of Parrotlets that [redacted] purchased had arrived in our store on January 27, 2014, our test results were sent out and we received our result of Negative on February 13, 2014. We still currently have 4 of the Parroltets from the same clutch that [redacted] purchased and they are doing fine and showing no signs of illness and are going through a molt which is a process birds go through to grow new feathers. These Parrotlets were all purchased by a reputable local breeder that we have been dealing with for several years.I have sent a copy of the guarantee that [redacted] signed before she purchased the Parrotlet. These guarantees must be filled out completely before a customer can purchase a bird to ensure they understand our return policy. [redacted] was also given a copy of this guarantee once she purchased the Parrotlet.We believe that the Parrotlet [redacted] purchased was a very healthy bird when it left our care and we are going to stand behind our 48 hour guarantee and will not replace or refund [redacted]'s purchase.If you have any questions please feel free to contact me.

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]

I am rejecting this response because:

I have two cockatiels, both of which are alive and healthy, and have been for nearly eighteen years. I am NOT a novice to taking care of birds. All three birds resided in the exact same room. I am very careful about keeping anything potentially harmful or toxic away from their cages. If it was truly an airborne hazard, as the store claims, it would also have affected my cockatiels, and they are both perfectly healthy. Something killed the parrotlet, whether disease or something else, and I feel a mere 48 hours is not NEARLY a long enough warranty for such an expensive bird. I feel I've been treated very unfairly by this company, whom I've done business with for years. I've bought many small animals and fish, not to mention cages and supplies, from their store over the years. It used to be that the store policy gave customers a week to insure against sickness/death. But they've apparently decided that making money is far more important than customer satisfaction, and have become nothing more than another corporate leech.

Review: On Nov. 30,2014 I placed on online order for a Pond Mag pump. The business said that they tried to contact me on 12/1/2014. However, my cell does not show this. Their email from them said orders usually ship within 2-3 days, not in my case. On 12/3 I called because they said that they needed to confirm the shipping address to prevent fraud. I was told that it would ship on 12/4. Today (12/10/14), I called and April M[redacted] answered and said that the order did not ship until Monday, 12/8. Let's see that is 9 days!!!!! I told I could not track the order and she said it was because the order was shipped via USPS, again, failure on their company. I asked her to track and tell me where my order was and she replied, in Philadelphia. I asked, "what kind of company are you running?!!!" I asked for an approximate delivery date and she said Thursday, 12/11. I told April I would never use them again and that I would file a Revdex.com complaint.Desired Settlement: Deliver on what is advertised.

Business

Response:

Dear [redacted],I'm contacting you as requested about the complaint that was made by a customer. The customer placed the order on 11/30/14 on our website and selected USPS mail as their ship method on the order. The email he received from us is the confirmation email that the order was placed and it can take 2-3 days to ship. All orders are defaulted to [redacted] delivery unless the customer changes it. On 12/1/14 the customer was contacted by email and phone about the address on the order. If a customer places an order and they use a alternative shipping address they must add it to their credit card information for security reasons. Our policy about this is listed on our website. We did not hear back from the customer and then notified him on 12/3/14 again and left a message for him to call. He called back and said that the shipping address is a family members address. Our shipping warehouse was closed at that time and the order would not be shipping for at least 1-3 business days not including the day the customer called. The operator that spoke to the customer did not give a specific date the order would ship. Orders are shipped Monday through Friday. Saturday and Sunday are not considered business days. The customer's package shipped on 12/8/14 by the ship method the customer selected. The package is showing that it will be delivered 12/11. The customer called on 12/10 to check the status and was upset and wanted to know what type of place are we running because he hasn't received his order. Everything again was explained to the customer and told him I was sorry if he didn't receive the messages we left for him. I told him the package has shipped and the last information on the tracking was that the package was in Philadelphia. The scheduled delivery date was 12/11/14. Normally orders are shipped in a timely manner but there was a delay because we needed the customer to contact us about the address on the order. Please contact me with any questions.Thank you,April MCall Center Supervisor

Review: This is in regards to a SECOND purchase I made with this particular store of a VERY expensive live parrotlet, which died within three days of me purchasing it. Due to a VERY unsatisfactory warranty, they refused to refund my money because 48 hours had already passed (by only a day! Even LESS time than the first animal that died!).

The bird cost me $240 with tax.

I'd already filed a complaint about the first bird, which was resolved and closed unsatisfactorily. But that's okay, because I'd also filed a charge dispute for the first one with [redacted], and they just refunded my money for that first purchase. So that is settled, and [redacted] was more helpful to me than this place.

However, against my better judgment, because I could not find a single other store or breeder in the city who sells parrotlet, I went back to That Fish Place on Monday, March 31st, and purchased a second parrotlet. The bird was from the same clutch as the first, and nobody else has purchased one from this particular clutch except for me. He was fine from Monday until Wednesday, and then sometime between 8:30 PM and 10:00 PM on Wednesday, April 2nd, I found him on the bottom of his cage, curled up and dying for no discernible reason in the exact same manner as the first bird. The store was closed by that point so I had to wait for first thing Thursday morning and take him back. I waited for almost 20 minutes just to get help, where I was then grilled about what he was eating, what he was drinking, was I doing something like burning candles, cooking, ect. Same questions they asked me over the phone when the first bird died. I asked them if it didn't seem suspicious that two birds from the exact same clutch died? They just spouted that they gave their birds tests for diseases, ect. But if it's some sort of genetic birth defect that killed them, that wouldn't show up in tests like that.

Aside from that, I KNOW how to take care of birds. I was not burning candles or incense. They were nowhere near the kitchen so there were no fumes to kill it. I have two cockatiels, whose cage I keep in the exact same room as his. The birds are 18 and 7 years old. They are perfectly healthy. I fed the parrotlet the same food I feed the cockatiels, so it is NOT the food, because they'd be sick from it, too. However, I also fed the parrotlet dried fruit and nuts that I'd purchased AT THAT store, which the tiels would NOT eat. If he or the first bird had got sick from any food, it would have been the dried fruit which the store sold me. Anything that would have affected the parrotlets ALSO would affect my tiels. And now, almost two weeks later, my tiels are STILL fine.

Personally, I'm inclined to think there's some sort of birth defect with the parrotlet clutch. Maybe he had a seizure or a stroke from over excitement. Maybe his heart gave out. I don't know. But he did not die because of anything I did. I just took a nap before my night shift job, and he was healthy. I woke up an hour and a half later, and he was almost dead.

The store insisted I give them the body to send to a vet for a toxicology report. I did so with reluctance. They told me they would keep in touch and let me know what's going on. It's been two weeks since then and the ONLY phone call I've received about it was last week, when they asked me for the UPC codes to both types of food I fed the parrotlet. I provided the numbers and name brands they asked for and told them, again, it wasn't the pellet food because my cockatiels are still perfectly healthy. I have not heard anything about it since.Desired Settlement: I want a full refund. This store owes me yet another $240, and I want it back!

I also want THat Fish Place to change their policy to something more reasonable. As you can see, it needs to be changed! Two very expensive live animals dying within a week of purchase, and because the greedy owners of the store can't give a reasonable amount of time like every other store in the city - a week or longer! - customers are out of luck, and they refuse to help at all, blaming the customer for the problem when it's clearly the animal that's the problem! This is nothing short of fraudulent!

I also have a new cage and supplies I'd purchased at the store. I still have the receipt for this cage, and I want to be able to return it. That is another $100 I'd had to spend for the cage and supplies to go in it, all of which are useless to me now.

Consumer

Response:

No, I have not yet filed a charge-back with the card company. Although, depending on the results of this complaint, that will be my next step. Revdex.com wasn't very helpful the first time, due to the store "following warranty" (which I still maintain is an utter JOKE of a warranty). I'm hoping that, this being That Fish Place's second offense in less than a month of selling me almost $500 worth of dead birds, Revdex.com might be more cooperative in helping me.

Business

Response:

April 17, 2014Dear [redacted],Re:[redacted]We had sent the Parrotlet that [redacted] had purchased for an autopsy and tissue sample on Thursday April 3, 2014 to find the exact nature of death. We are waiting on the results to move any farther with this issue. [redacted] is aware that we have sent the bird in for testing.If you have any questions please feel free to contact me,

Business

Response:

4/23/2014Dear [redacted]I am writing to address the complaint assigned ID # [redacted]. Please note that this is the same as complaint #[redacted].[redacted] has now purchased two birds from us both of which have died in her care. I gave [redacted] the option to take the deceased bird to the vet for an autopsy on her own and if a disease was discovered we would refund her money and the cost of the vet. She declined this offer. I in turn sent the bird to an independent bird Vet and had an autopsy done to determine the manner of death.The results came back as such:Diagnosis CommentThere are signs of dehydration and starvation present in the bird. This may be stress induced. No infectious diseases were found. No microscopic lesions were seen in the heart.All of the other birds from this exact same clutch are still in our care and are all healthy. We have not had any deaths.Based on the results from the vet we will not be refunding the customer for the dead birds.Sincerely,