The Furry Nation

I beg to differ with youEvery customer has NOT left “completely happy” every timeYour customers just do not take the time to complain and just will never go to your store againAnd, word travels.Return process took so long .this was only one of my complaints not the “major” complaintYour customer service, your staff, your computer process, your return policy, all of which we have a difference of opinion.Any store my friends or I have purchased food from whether it be a chain or a “local” store, have never had any problems withTherefore, the bottom line is we all will patronize them and any friends of friends of friends which be encouraged to patronize them as well.I can tell you will continue to “ague” our differences and will not deviate from your “store policy”And do not have any more time to dedicate to this situationTherefore, I will concede and consider this as a “loss”I wish you well in your future success.Sincerely, [redacted]

Dear *** and Revdex.com,I understand that things can happen and we have tried to work to find a solution. As I said before and will say again, everyone here at The Furry nation works very hard to provide excellent customer service Do I believe that every customer leaves completely happy each and every time? NoNo store can boast that But we always strive for that and if ever someone didn't receive excellent service we are always here to help fix the situation Both of my employees at The Brecksville location are amazing young women and I believe in their ability to provide all of our customers the service they deserveI will not accept that either of those intelligent kind young women were inappropriate or rude They both, in fact, went above and beyond to try and come to a proper solution, even though your neighbor was rude, volatile and didn't seem to have all the correct information. A major complaint of yours was that the return process took so long Again the return process would have taken less then five minutes with a receiptThe reason the return took so long was because we tried to find your purchase in our system and in the online credit card system We have no record of you having ever purchased at The Furry Nation We would still happily return the bag for credit to the store but without any record of the purchase we can't just give you cash back I understand your desire to have a refund However I do not know of another store, including all the stores your mentioned, that would give you a cash refund without a receipt or record of your purchase Without a receipt the best you could hope for would be credit to the store, but not cash back Besides, you stated both when you came in for the return and in this complaint that the payment was made with a credit card We have not been able to find the credit card purchase in our system but if you brought proof of it we'd be happy to credit your credit card as is how all stores give returns back. I will even go ahead and offer a full credit (minus tax) to the store for the bag if *** would like to return the bagPlease understand we follow all the same rules on reimbursement of food as everyone else in this industry Retailers do not get full reimbursement from our food brands for just any bag returned In fact in the nearly seven years in business I have not ever had one customer try to return a bag over 75% eaten however because you feel so strongly we will return it for credit to the store We have and continue to go above and beyond to be helpful in this situation but again I know of no store out there in the pet industry or any other industry who would give you cash back without proof of purchase

I beg to differ with you. Every customer has NOT left “completely happy” every time. Your customers just do not take the time to complain and just will never go to your store again. And, word travels.Return process took so long….this was only one of my complaints not the “major” complaint. Your customer service, your staff, your computer process, your return policy, all of which we have a difference of opinion.Any store my friends or I have purchased food from whether it be a chain or a “local” store, have never had any problems with. Therefore, the bottom line is we all will patronize them and any friends of friends of friends which be encouraged to patronize them as well.I can tell you will continue to “ague” our differences and will not deviate from your “store policy”. And do not have any more time to dedicate to this situation. Therefore, I will concede and consider this as a “loss”. I wish you well in your future success.Sincerely,[redacted]

We’d be happy to help this customer as much as we can.
My manager, [redacted], at Brecksville does remember the return problem for this customer.  The customer did call and ask about returning a bag of food they decided they didn’t want and we did say that she could come right in and return...

it.  We had not been informed by the customer that the food had been mostly eaten and she didn’t have a receipt.  Obviously a return will take longer with a situation in which we don’t have a receipt.  She came in with a bag of Acana Dog Food Pacifica 15lb which was over half eaten, she said she was the neighbor of the customer that purchased the food and wanted a refund. We were unable to find the purchase in the system at all.  We had asked her a number of times to confirm she purchased the bag of food at our Brecksville location and she confirmed several times that yes, it was the Brecksville location.  Still I checked both locations invoices and double checked our inventory to make sure nothing was sold without an invoice on file. Our inventory is correct and the only invoice I’ve been able to find that could be her invoice is one from June 8, 2015 at the Lakewood store for a bag of Acana Pacifica 15lb which was sold for $43.99 + tax for a total of $47.51.  (Our regular price is $46.50 so this purchase was a price matched purchase).  This invoice was paid with a check so the customer could pull up the paid check from her checking account statement.  Even though we were unable to find the purchase we also let the customer know that if she wanted to call Champion Pet and get a return authorization we would be happy to honor that from Champion Pet with a new bag or credit to the store but without being able to find any record of the transaction we can’t just give her cash back for a bag that was over half eaten.
I would like to say that [redacted], the employee at Brecksville, worked very hard to provide this customer with excellent customer service.  When she came in for the return with both no receipt and an opened and mostly used bag, we still had every intent of making sure she got some type of refund.  That is why [redacted] and [redacted] and I worked for over half an hour to find a receipt or any transaction so that we could refund or credit her.  At the time the customer came in all of us did feel that the neighbor maybe had the wrong store and there is a possibility that she had purchased this bag of food at a store which is just down the road from our Brecksville store.  We have not had any problems with our computer system and we don’t have any instance in which we have lost invoices that were put into the system.
Our policy of refunds is actually better then many stores, both small businesses and corporate stores, out there.  Our policy on refunds is this:  Any unopened, unused items can be returned for a full refund within 21 days of purchase on the payment type initially made.  Opened food and damaged items are at the sole discretion of The Furry Nation. 
However if a bag of food is opened and and at least 75% full we will refund as a credit to the store if it is returned within a month of purchase.  This way customers know that even if their pet doesn’t like the food they still can come back and try something else.  As well if the food had made your pet sick in any way we always give full credit to the store or refund with the payment type.  We often give full refunds or credit to the store even past the three week time period or if things are damaged or used because we understand that each person’s money is important to them and they want to spend their money and well made quality items from excellent stores.  We would not receive a reimbursement from the manufacturer for a bag that was mostly eaten and had no reason for a defect but had we had any receipt we would have been happy to refund [redacted] anyways.
We work hard to provide excellent customer service to each person who comes into our stores.  Obviously [redacted] believes that we did not try in this instance but we still would like the opportunity to provide excellent customer service for her now.  Below are a couple of options that might solve the situation:
1. If [redacted] would like to bring in a screen shot or copy of her statement from the credit card company or her checking account statement with the purchase we will happily refund the total amount to that account.  If it was the check purchase on June 8, then the total would be for $47.51.  If it wasn’t a price matched amount then the total with tax would be $50.22 (46.50 + tax). 
2. If [redacted] has been able to find the receipt then we could also refund the full amount of the food purchase from the receipt. 
3. If she wanted to call Champion Pet we can give her cash back for the Wholesale amount of the bag or if Champion would like to authorize a reimbursement of the retail value we will do that as well.
4. If she wanted to return the full unused bag we can give her credit to the store for the bag.
5. If she wanted to return the unused portion of the bag we can give her credit to the store for the amount that is left.  Meaning if 50% of the bag is left we will give her a 50% credit ($23.25)
Again I would like to apologize to [redacted] and her neighbor for not getting the service they had hoped for at The Furry Nation.  I know that all employees who had tried to help her with the return did everything we could to find the purchase so that she could receive a full refund amount.  We also would have been and still are happy to talk with her about the situation or how we could have helped her better.  If we have any of the information incorrect we would be happy to know that as well.  Again we would be happy to help in any way possible.
Thank you
[redacted]
216-539-8226

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
BB – Furry Nation – My Second Communication1. The return was because the Vet put the dog on a special diet.2. Acana stands behind their products 100% - so Furry Nation as a distributor should have NO PROBLEM getting their money back – whether it is a partial bag or a full bag.3. This statement is incorrect:“Even though we were unable to find the purchase we also let the customer know that if she wanted to call Champion Pet and get a return authorization we would be happy to honor that from Champion Pet with a new bag or credit to the store but without being able to find any record of the transaction we can’t just give her cash back for a bag that was over half eaten.”4. Prior to leaving the store I told them I would be contacting Champion Pet and the Revdex.com. They did not tell me this.5. We do NOT have the wrong store. I communicated via text with my friend who purchased the food and asked her several questions in order to answer the staff at Furry Nation. A) Last Name B) Approximate time of purchase C) Price Match D) Paid Cash6. Furry Nation Customer Service is NOT what the owner thinks it is. My friend said when she bought the food the sales girl gave her a “hard time” to “price match”.7. Furry Nation Suggests the following as a resolution. As stated in #1, they should just give my friend a refund. No questions asked. Period. End of Story.8. Furry Nation indicated they have excellent customer service and have had no complaints. Well, they are incorrect on that also. A different friend of mine who lives in Independence had a bad experience with them. 9. I basically want the complaint on file and whoever checks them out on Revdex.com will see clients have had problems with them. This is no way to do business. Treat people the way you want to be treated!Furry Nation Suggestions for Resolution:1. If [redacted] would like to bring in a screen shot or copy of her statement from the credit card company or her checking account statement with the purchase we will happily refund the total amount to that account.  If it was the check purchase on June 8, then the total would be for $47.51.  If it wasn’t a price matched amount then the total with tax would be $50.22 (46.50 + tax).  2. If [redacted] has been able to find the receipt then we could also refund the full amount of the food purchase from the receipt.  3. If she wanted to call Champion Pet we can give her cash back for the Wholesale amount of the bag or if Champion would like to authorize a reimbursement of the retail value we will do that as well.4. If she wanted to return the full unused bag we can give her credit to the store for the bag.5. If she wanted to return the unused portion of the bag we can give her credit to the store for the amount that is left.  Meaning if 50% of the bag is left we will give her a 50% credit ($23.25) 
Regards,
[redacted]