World of Pets, Inc.

Review: I took my 12 year old to purchase a rabbit from this store on 12/26/2013 which she did.Everything went fine except the rabbit kept biting her. I spoke to 1 of the store owners on 12/27/2013 and she seemed very nice on the phone, she told me her and her husband owned the store that she would be glad to help me. Me and my 2 daughters (ages 5 and 12) went to the store on 12/28/2013 to exchange the rabbit, and we were helped by an associate who answered some questions but not all. I asked for the owner and she was doing a sale for a puppy so I waited patiently. The owner then asks me if I need help or am I going to buy something and I told her I already bought something and wanted to talk to her about making an exchange. She told me she is busy and one of her employees will help me and they can tell her what I need. I then say well I dont mind waiting bcuz on the phone you told me you would help. She starts to holler at me and tells me she is trying to make a 1000.00 sale and to go see her employee. At this point im truly upset began to cry because I have never been disrepected at a place of business like this. Her husband finally comes out the back to see what is going on and tries to calm the situation but his wife is still hollering. So he takes my phone number and says he will call when they get another rabbit or will give me store credit. I felt very helpless in front of my children and didnt want to raise my voice because I just wanted to get another rabbit for my daughter and had no idea I would be treated like this because someone is spending more money than I am and did not have a problem waiting.Desired Settlement: I called today and I am being told they have no idea when they will get any more rabbits but they have my daughters money. We also purchased a cage and food from this store therefore if we do not have a rabbit in 2 to 3 weeks I would like 2 request a refund because it is not fair to us that they cannot give us an expected time frame of when they will have anymore. I also request someone from Revdex.com go in as a customer to observe how this woman talks to some of her customers.

Business

Response:

On 12/28/2013, the customer entered the store with her daughters and the rabbit which she had purchased from us two days earlier, I greeted her, and asked if I could help her. She said that she wanted to exchange the rabbit for another because it bit her daughter. She then stated to the employee with me that her daughter was bitten about several times in the car on the way home two days ago. I told her that we would be happy to do an exchange. I walked back with her to the rabbit habitat and showed her the one we had left. The daughter seemed to be satisfied with the rabbit, asked if her Mom would let her have it. (the lady recognized that this rabbit was there when they purchased theirs so)The customer then said that she had been told by the lady who owned the store that we were getting another rabbit in this weekend. (this statement she repeated during her stay here about 4 or 5 times and after the first time the rest were rather loud and could be heard throughout the store). I told her that I was unaware of that and that she was waiting on another customer at the moment. I then told her that just because a breeder tells you they are coming Saturday, does not mean that they will be there. She then asks when we were going to get any smaller rabbits in and I told her that this time of year it is harder to get just weaned rabbits because of the temperature and breeders holding off until Easter, I told her that it is sometimes seasonal when it comes to animals, even fish and reptiles. And that any given week I could guarantee someone a certain dry good item such as fish food or dog food from one of my wholesalers but it is hard to guarantee we will have certain animals year round.

She still insisted on speaking with my wife. I told her it would be awhile because she was waiting on a family and explaining to them everything they needed for their new puppy .. I left her with one of the employees and went back to the office.

As my wife was continuing with service to the family; in the background the customer could be heard "She said a rabbit would be here today !!!" Several more times I guess to our employees. But it was making it an uncomfortable environment for business, especially as my wife was trying to concentrate on what she was doing at the time. So finally when she was standing right there at my wife and the family as if waiting to speak to my wife; my wife asked in a nice way, certainly not hollering," Hi can I help You? Kind of like; I see you are wanting to speak to me right now, let's see what is so important because I do care." And the lady said I am waiting to speak to you about a rabbit. Well my wife said "Oh my employee can help you with that and she called the employee over but then the lady got upset and started in on the manager and said" No I want to speak to you (Boisterously)! My wife assured her she would be awhile to please let them help her ... she became even louder. The office has very thin walls, you can hear everything that goes on from my desk, at the front register, plus we have mirrored glass that you can see through. At this point my wife was doing the paper work on the puppy and ringing in the items to be purchased. At the same time, the rabbit customer began saying things like she felt like she was being discriminated against This was upsetting the family my wife was waiting on as well as my wife. My wife said you need to wait until I finish, but she kept interrupting. My wife then came to the office door and said you need to come out here and wait on her before I ask her to leave for causing a disturbance and saying that I am discriminating (kind or funny since the family she was wailing on was a minority family),

I came out and told the lady that my wife was the last person in the world to he accused of something like that. I. not my wife, told the customer that she was making a thousand dollar sale and that regardless of the dollar amount we always finish a transaction before we start another especially when myself and three other employees we available. I then told the lady that since she was not happy with the remaining rabbit, that I would work on getting her another or refund her money, She said she wanted another rabbit so I got her phone number and told her that we would call her as soon as one arrived.

On Wednesday January 9th, we got a rabbit in and my wife called her and let her know it was here for her to look at. The next day she and her daughter came in, they were pleased with the new arrival and left with the new rabbit

We love all of our customers and treat everyone the same, with respect and gratitude. Some people expect to be waited on at the snap of a finger by a certain employee, especially my wife or myself, but we make it a policy to finish serving the customer we are with. and to maintain a family atmosphere. All of our employees have been trained to handle just about every situation when it comes to customer service. We have been open since 1993 and I have people come in daily and insist that I wait on them because I own the store, when any other employees can just as easily assist them.

Sincerely

William F. Meyer III