Pet 360, Inc.

Review: On Saturday, 09-13-14 I ordered a product from this business. Before I ordered I checked to see how long this product would take. The information provided is that ground service should take 1-5 business days, depending on your location from their 2 warehouses, one in Nevada and one in PA. I live in NJ so I figured this product should take 1-2 business days. First I had to keep calling them because they also advertised that when the shipment goes out, I would receive a e-mail, which I never did. Secondly, under my account there was no order listed. They said they have been having issues with their website, 4 days so far. So I called again on Tues. 09-16-2014 and was told that my shipment will arrive in 3-10 days. I asked them why are you advertising 1-5 business days, she asked where did I get that info, and said its on your website under F & Q. They also advertise that your shipment will be speedy and be processed 1 -2 days, even thou they don't process orders on weekends, which also isn't told on their website. My order was put in on a Saturday.Desired Settlement: The product ordered is for treatment of fleas and ticks for cats. If I knew it would take this long, I would have never purchased this item from pets360 in the first place.

Business

Response:

Dear Customer,

Our records indicate that your order was shipped on September 15, 2014 via USPS under tracking number [redacted].

If you have not received this please let us know so we can file a tracer on the shipment.

Sincerely,

Tina H[redacted]

Pet360

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:

Review: Tried to stop email advertizing from vendor by clicking on the unsubscribe.

After 5 attempts with no results called the company and was told I was removed.

Emails continued, called again and spoke with a supervisor ([redacted]) and was told it sent to the IT department for removal.

More emails came...

Called again and spoke to [redacted]...Still emails are coming.Desired Settlement: Stop the emails.

Business

Response:

We are sincerely sorry about this and our marketing team has removed the email address from the National Pet Pharmacy database. We value your privacy and do not want to continue to send

unwelcome emails. The manual suppression should eb effective within 1 business day.

Review: Where I recently moved to in Southern California they do not sell the prescription dog food my dog requires. So [redacted] the maker of the dog food recommended Pet Food Direct. I ordered thru Auto Ship on April 21 my dogs prescription dog food and to date I still do not have it. When I ordered it the web page stated it was "in stock". My status never changed to anything other than processing. I emailed and then called. When I called the customer service rep told me she had no idea why it did not ship as it was in stock. She agreed to overnight the order to me. I made it clear to her that my dog requires this dog food and that we were about to be out since the order was placed on April 21 and it was now April 29. I then receive an email the morning of April 30 with the tracking information and they have overnighted the dog food to an address in TX. This has never been my shipping address. When I first set up the acct it was my billing address but its no longer even my billing address. So I call customer service again and they tell me they have no idea why she shipped to an old billing address ( obviously poor training on their part) but that they will correct the order and overnight it to me again. I again stress to her that I am out of dog food and how upset I am. She guarantees me she will get it to me and email to me a $20 gift card for their mistake. I wake up this morning and I have no email with my tracking number nor a $20 gift card so I call customer service again. I speak to the rep and she originally tells me that the order was cancelled and my credit card refunded (which is not true my credit card has not been refunded) I tell her no it was to be overnighted to the correct address. I tell her I dont understand why the original package was not redirected to CA from the wrong address in TX instead of returned to them in PA as the old tracking number indicated. Then she tells me no my credit card was not refunded that the previous rep did put in the system to overnight to the correct address but that a manager never approved it and it was just sitting there in limbo. I demand to speak to a supervisor and I am put on hold for 31 minutes before I am transferred to a "team lead" by the name of [redacted]. [redacted] who is quite rude proceeds to tell me that she has no idea if my order was shipped or not because she cannot find a tracking number in their system but she has sent an email to the warehouse to inquire. Needless to say it has not shipped and that is why she cannot find a tracking number. I express to her how urgent it is that I receive this dog food today and I inquire where the warehouse is. She tells me there is one in PA and one in CA. I then tell her since there is one in CA they need to courier me my dog food since I must get it today. She tells me no they will not do that. So I tell her I can drive to the CA warehouse and pick it up and she again tells me that they cannot let me do that either. I then tell her I will hold while she calls the warehouse because sending an email is not acceptable. She then tells me the warehouse is not open yet and she will call them and call me back as soon as they open. Of which none is acceptable. I now have a very sick dog who is going on day 2 of no dog food and Pet Food Direct is doing nothing to rectify the problem. As a matter of fact no one I have spoken to today seems to even care nor is willing to do anything to ensure I get dog food that I desperately need. They are not even willing to let me drive to the warehouse myself to pick up the food. Their warehouse is now open and I have yet to hear back from [redacted]. As a matter of fact I have called her and only get her voicemail. I feel they need to better train their customer service reps to ensure this never happens again to anyone else. Not to mention there are obvious issues with the Auto Ship on their web page. I am extremely upset over my dogs declining health due to their mishandling of an order placed on April 21.Desired Settlement: Not only do I need to get my dog food today I want them to correct their Auto Ship system so that it does not place an order in limbo and never ship. AND to better train their customer srevice reps so that this never happens again. There is no excuse for me not having my dog food already. I also want credit for a free future bag to be shipped to me and an apology.

Business

Response:

Dear Customer,

Our apologies for the experience you had with your recent order.

Records indicate that the replacement order was shipped to you on May 1st and received according to [redacted] on May 2nd.

The entire amount of this order was refunded to you in full and a $20 gift card was sent to you for your inconvenience. If you have not received this please let us know as soon as possible.

Please note that we are changing our gift card redemption process as of June 1st and if you do not use it by that date, you will have to call in to our customer care department so they can refund this amount to you on your next order.

Our Auto Ship team has been advised of the issue and is working with IT on how to prevent future incidents. In addition the representative you spoke with will get a refresh training course to ensure these incidents do not occur in the future.

Again, our apologies for this experience and thank you for shopping at PetFoodDirect.

Sincerely[redacted]

Director, Customer Care

Pet360

Review: Placed an order on February 26, 2014 for a prescription medicine that my German Shepherd MUST have. Had not received the package yet so around the 12th of March I placed a call into the Customer Service Department of Pet Food Direct and was told that my package had been delivered to Washington State, clearly my address is on the other side of the United States. At that time I was very understanding & said please just reship my dogs medicine. The gentlemen said "no problem". I waited & on the 18th of March I placed ANOTHER call into the Customer Service Department & this time I was told there were no issues & my package was scheduled to be delivered on Friday March 21 and to my dismay I checked my PO Box 3x on Friday the 21st....no package. Placed a call back into CSD of Pet Food Direct & was told sorry but there was an issue with my package but he wasn't exactly sure what the issue was & that he would email me with the tracking number of my package & to call back after 9:00am. I proceeded to check my email several times & NEVER received an email with tracking number. I then called Again into the CSD & was told by a woman that the tracking number was wrong & nothing could be handled until Monday & they would overnight my package but I needed to call back Monday morning & speak with Supervisor. I called today Monday March 24, 2014 & was not only called a liar & insulted several times by this man but then he proceeded to hang up on me....no package, sick dog & out of my money.Desired Settlement: Ultimately I just want my money back & for this company to be held responsible for the neglect on their part. Ultimately if they had just been honest from the start my dog wouldn't have to be the one to suffer :(

Business

Response:

Dear Customer,

Thank you for your inquiry.

Our records coincide with yours on the dates you contacted our firm however the calls recorded do not display the picture you have described in your complaint. Our representatives will disconnect calls from customers who become abusive and utilize foul language.

Our apologies for shipping your order late, records indicate that it was shipped via over night service on March 24th and a refund of 50% was reimbursed back to you for your inconvenience. As a goodwill gesture, I have authorized the balance of the funds to be refunded back to your account.

According to [redacted] this was delivered on Tuesday, March 25th via tracking [redacted] and left at your front door. Our records indicate that an email to confirm the tracking was sent to email address [redacted] on March 24th to advise you of shipping but the email was returned to us as undeliverable.

Sincerely,

Director, Customer Care

Pet360

Review: A month ago I place order for dog food. After a few days on this food they send us my two dog got sick with diarrhea and some other problems. I called this company an asked about the food they provided and if the will help cover some of y vet. bills. They were very rude but finally decided to give me back part of the money I payed for my order. I ask them to discontinued any further shipping because id did not want to do anything with company that sells such dangerous product and has such rude employees. To my surprise they charged my credit card again and sand mi the same kind of food. They were more rude than the last time but finally promise to email me UPS label that I am still awaiting as well of return of my money. I can call them anymore because they are extremely difficult and rude people. They should be in business or have some polite employees to be able to make easier to deal with their mistakes.Desired Settlement: I need my money back a.s.a.p. and they should sand UPS to pick up merchandise I did not ask for. I do not have time or money to cover their errors.

Business

Response:

On 10/2, the **. [redacted] received a refund after her dissatisfaction with the product she

purchased. Customer Care canceled the

standing order per her request and the second bag was picked up and refunded on

10/28. Pet360 complied with all her

requests; we apologize for any inconvenience and frustration she experienced. Pet360 records 100% of our phone calls for

quality assurance purposes and all transcripts will be reviewed by management.

Review: I ordered dog food on Thanksgiving and I know that it was a holiday so I didnt expect the food to be shipped out until Monday. It is now almost 2 weeks later and I have still have not gotten my dog's food. I called about 5 days ago to complain and just ask for my money back but instead of giving my money back they decided to withdrawal it again from my bank account. I called them again yesterday wanted a refund they said they have had some system issues and they would credit me back. So not only did I not get my dog food from Pet360 Ive still had to pay for it and I had to go to Petsmart to buy more food so my dog didnt run out.Desired Settlement: I want my money back and I dont want any further communication from pet360.

Business

Response:

Dear Customer,

Thank you for your inquiry.

Our records indicate that a refund was credited back to your credit card in the full amount of the purchase on 12/8/2014.

Depending on your banking institution, this credit may take from 1 - 3 days to show up on your account.

Our apologies for any inconvenience,

Sincerely,

Tina H[redacted]

Pet360

Review: I placed an initial order with Pet360 for my cat's prescription diet food a few months ago. I ordered a refill last Monday June 16th and it STILL has not shipped "due to the system issue." That is 10 days ago. I have placed 3 phone calls and 2 emails and have not had my problem resolved. I am having a hard time understanding how a company that only does distribution (i.e., no R&D, no direct sales, no manufacturing) can screw up shipping when a customer has called 3 times since placing the order online. There was NO need to validate my prescription as it was a refill situation and had already been validated the first time. Also, when I call, the average wait time is 15 minutes - which is insane. Is this a viable company or are they going out of business?Desired Settlement: I expect an apology from the leadership in charge of distribution, complimentary product shipped immediately, and for them to fix this issue for future customers - including system fixes and training for their customer care reps. I have seen on other sites that this "system upgrade issue" has been impacting customers since the beginning of June - that seems like an awful long time.

Business

Response:

Dear Customer,

Our apologies for the recent experience you had with our company and the delay in shipping your product.

Records indicate that you received the product on June 26, 2014 and a partial refund had been issued to you for $15.14 to compensate you for this delay.

The balance of the order will be refunded to your in the amount of $55.33 today and depending on your bank may not appear on your credit card for 3 - 5 business days.

Again, our apologies for this experience and thank you for your patronage.

SincerelyTina H[redacted]

Pet360

Review: I ordered on case of [redacted] cat food. The price was $36.35. Shipping was $4.99. The total was $41.34. After my credit card was processed, I received confirmation of the order for two cases of cat food showing a charge of $72.76Desired Settlement: I want my order cancelled and a refund of 72.76 credited to my [redacted] card. I want a free case of [redacted] cat food for the time it has taken to deal with this deception and thievery. And for the delay it has caused me in finding a reputable place to buy the cat food.

I want this company stopped from this thievery. How many people have they overcharged and gotten away with?

Business

Response:

Our records indicate that the refund requested by the consumer, was processed on 2/6/2014.

Communication was sent to the consumer stating this and to check with her banking institution as to timely crediting of the refund to her account.

Review: I purchased on case of [redacted] cat food but was charged for two. I contacted the company. I was told the charge for the two cases of cat fod would be immediately refunded to my debit card. I agreed to place an order for one case of cat food. The price given was not the same as the price given on the web site. The agent added state taxes to the order increasing the payment from the orginal $41 to $43. Buut since I was being given an immediate refund I went ahead and placed the order for one case of cat food. But the refund was not given.

I just tried to pay my car insurance bill online. Payment was not accepted. I checked my online banking and discovered that the promised refund had not been given. My insurance will be cancelled at midnight tonight. This is a direct result of being double-charged by pet360 and then not being given an immediate refund.

he double billing is not apparent until after the order is submitted and a customer satisfaction survey is completed. Because the survey is before customers see the double billing, customers give favorable information on the survey and the company gets good reviews. Even with that I have found other reports of this company double billing. But the way the survey is set up before customers become aware of the double billing, is meant to deceive buyers into thinking the company can be trusted. Such deception is unfair and wrong.

I called the company and cancelled all orders. The agent said I could not expect a refund for 4-5 days. It only took them a second to get my money but it takes 5 days to give it back!

I want all of my money $76 and $44 returned to my debit card NOW. I want a stop put to the way this company does business.Desired Settlement: Refund

Payment of any fees or costs. Case of [redacted] pet food.

Business

Response:

Our records indicate that order [redacted] for $77.07 was refunded under transaction [redacted] to the consumer on 2/7/2014.

In addition, order [redacted] for $43.83 was refunded under transaction [redacted] on 2/12/2014 to the consumer.

Order [redacted] was requested to be cancelled by the consumer on 2/7 and information regarding the timing of the refund was relayed to the consumer at that time, that the refund takes within 3 - 5 business days to complete.

Consumer should check with the banking institution as to crediting the funds back into her account.

Review: On 12/26/2012, I ordered the Ziwipeak Venison & Fish real meat cat food 3-pack from this company, order number is [redacted]. When the product I arrived, I noticed the meat looked greenish and different from before, I wasn't alarmed because the products were well within expiration deadline (2014). After feeding this product to my cat for over two months and finishing almost one bag, I found out that the greenish color was because there are a lot molds in the meat. I immediately opened the other unopend bag and found the same thing - molds on each and every piece of the dry meat! I am outragous. I can't believe this company would sell products that have gone bad to their customers. I have been a loyal customer for a number of years and have always trusted their products. I'm extremely angry that they have put my cat in danger by selling me bad products with molds.Desired Settlement: I demand that the company provide a full refund to me immediately for this order and be responsible for potential health care costs of my cat because of consumption of their product.

Business

Response:

The

refund for this product was issued on 3/15 after the customer spoke with our customer

service team. We do not make this product, but we sent her feedback to the manufacturer

who I understand was in touch with her by email today to address her concerns.

Review: We placed an order for prescription food from this company, which never arrived. We contacted their customer service department who told us the order had been mistakenly returned to them and that we had not been notified. We told them the food was extremely important and to please ship out that Thursday, which they promised to do. Calling again to say that we never received tracking information, the representative told us "I'm sorry we didn't ship it out I had to go to lunch and it took a while." We were promised the order would go out. On Friday we called, and again nothing, the order had not even shipped. At this point we asked for a refund because we were picking up the food elsewhere, and again heard nothing. On Monday we contact them and they say the order shipped and that we would have to take several steps in order for them to consider a refund on an order that was shipped after we had requested one. The customer service got more and more passive-aggressive, and at this point we have been forced to file a credit card chargeback.Desired Settlement: We would like for this company to address its appalling customer service issues and shameful actions by its representatives. Had we not been able to find food, they most definitely would have found themselves involved in a lawsuit for their liabilities in this matter.

Business

Response:

Dear [redacted],

Our sincere apologies for this poor experience you recently had with order [redacted].

We have issued a full refund for this order today and depending on your banking institution should be credited to your account in 1 - 3 business days.

Two replacement shipments were sent to you on 12/5 and they are scheduled to be delivered today, 12/10/14

Please keep the food or donate the excess to a local shelter or discard.

We strive to get every order correctly shipped on time to our customers but failed and will take this experience and turn into a learning opportunity with our representatives on how to prevent future issues of this nature.

Sincerely,Tina H[redacted]

Director of Customer Care

Pet360

Review: On www.pet360.com website under "shop" and "dogs" please type in under search "[redacted] ". Their web site shows seven types of [redacted] product all being 12 (Twelve ) count. The large dog size is a picture of 12 for $50.99. I ordered and paid for them. Today I received only two of the 6 count packages for the same price. Both the customer service rep and the supervisor told me that I only ordered and paid for two six packs. I did submit to them via US mail two prescriptions from my veterinarian for two twelve count. They refuse to believe that their pictures are incorrect. Finally the supervisor did state that she was going to have to speak to their sales dept. and ask why the picture ( in two locations ) shows a box of twelve when in reality it is only a six count. I had to pay twice as much for what I ordered. I did print the website showing the pictures in case they change the photographs prior to your searching PLEASE INTERVINE Thank YouDesired Settlement: Being refunded the $77.34 for the second order that I was forced to pay for

Business

Response:

Dear Customer,

Our apologies for any confusion with your recent purchases.

Our records indicate that on order [redacted] you purchased item [redacted] / qty 2

This is a 6 dose item and with a quantity of 2 you were shipped 12 doses for $86.68

Your second order [redacted] you purchased item [redacted] / qty 1

This is a 12 dose item and with a quantity of 1, you were shipped 12 doses for $77.34.

As a courtesy we will credit back to you the difference between the two items or $9.34.

The picture of the product does not represent the item quantity being shipped. That would be determined by the item quantity by price which is listed when you select an item for purchase.

Our supervisor has indeed contacted our marketing /sales department with the request to update the picture with one that does not show the dosage in the future.

For your reference, as for costing - based on other companies our pricing is within the current market value:

1-800 Meds

6 dosage = $62.99

12 dosage = $119.98

6 dosage = $49.98

12 dosage = $89.88

PetMeds

6 dosage = $71.69

12 dosage = 136.59

Again, our apologies for any confusion and thank you for shopping with us at Pet360.

Sincerely,

Tina H[redacted]

Pet360

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:At no time was there anywhere in writing that the picture doesn't represent to actual quantity of the item being purchased. BOTH times I purchased the same item and NO WHERE is there an indication of the quantity per box being different than the quantity being sold / charged for. On my original order I wanted ( and ordered / paid for ) two boxes of twelve. As further proof of my intentions, I mailed two separate prescriptions ( twelve each ) . Your firm insists that it is a box of six with a picture indicating twelve per box. I am being overcharged at double the cost when your on line indicates a box of 12 for $50.99. Regards,[redacted]

Business

Response:

Revdex.com,

Please be advised that the company stands by our original response and unless the consumer has another issue they would like to address, we consider this matter closed.

Sincerely,

Pet360

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 also do not accept their response. I will not pay TWICE for something that I paid for the first time. The credit card company has been notified of my refusal to accept this second charges. I now also consider this matter CLOSED AND WILL CONTINUE TO ADVISE ALL FAMILY AND FRIENDS OF THE UNETHICAL WAY PET360.COM DOES BUSINESS. Regards,[redacted]

Review: I have had at least 2 incidents where "www.petfooddirect.com" (a company of Pet360) sent items out via "autoship" where the items had not been ordered. I contacted customer services about the issue and they did not offer a reason for the accidental shipment nor did they offer compensation for the order error. The first time I received the incorrect order of cat food (I order one Vet Rx & one regular brand). The expensive Vet Rx was sent in lieu of the normal food until I eventually canceled the auto ship completely since customer services were unable to do anything but assure me there was no issue. This was regarding orders Order [redacted] & [redacted] [case no. [redacted]]

Recently, after being assured this would not happen again, I recieved an order (Order [redacted]) that had been set to autoship in 6 month intervals. My last purchase of those items was in April 22nd, 2013 (Order [redacted]). However, yesterday (June 6th) I recieved the items again & was charged another $12.91 for the items (Order [redacted]). Clearly, 6 months has not passed since my last order. Meanwhile, I am waiting for treats that have not yet shipped even though they are due on the 6th of every month.

Either there is a gross amount of error in the order handeling process or they have a known issue relating to the functionality of their website - regardless it is the responsibility of this company to manage its orders appropriately. In effect, the company is charging me for things I did not order. If I did not trust them with autoship I would not have ordered these items at all at this time. However since they have permission to autoship items when I specify the company is either knowingly abusing this or knowingly turning a blind eye to the issue they have managing the orders.Desired Settlement: I would like two things:

1) The company to find the issue and correct it, not only for myself, but also for other customers.

If it is an issue with order handeling then this company needs to manage their employees better & set up training for order handeling.

Alternatively, if this is not for lack of training then the company needs to fire or punish those employees who can't be bothered to do their jobs correctly.

If this is a website error then the company need to contact the website designers so that these auto-orders are not being submitted wrongfully.

2) Some form of compensation for the inconvenience and extra financial burden of these errors. Particularly for the most recent order sent 3 months ahead of schedule.

Business

Response:

We certainly apologize for the

trouble **. [redacted] experienced with her AutoShip and are reviewing her

feedback about the program to make improvements where needed. She has since had communication with our Care

Team to rectify the outstanding issues and we issued a full refund for order [redacted].

Review: 1) On February I placed an order (#[redacted])After waiting for a reasonable amount of time, I didn't get the packageIt was mailed USPS priority, but the website didn't provide a tracking number
2) On March I contacted customer service to inquire about the packageOn March, they told me it shipped on February and that it can take up to weeks for it to go to APOBeing that I buy a considerable amount of goods online, I am well versed in how long it takes packages to get to meI even went as far as asking at the post office, which they confirmed that the package should have taken days, days top since it was "PRIORITY."
3) On March, they gave me an INCORRECT tracking numberThat same day I told them so
4) On March, they give me a website to track the packageThe website is [redacted]/ and the tracking number is #[redacted]What they failed to inform me about is that the tracking number was not for USPS! Additionally, they tell me that I should be "getting it any day now." That is unsatisfactoryIf you put in that number in that website, you will see that the delivery date should have been February
That same day, I tell them that I am not satisfied and to go ahead and ship it againThe reply I get is that they will ship it within 1-days
5) On March I requested an updateI did NOT receive any response
6) On March I requested an update againAll I got was an automated response with a tracking number for what seems to be just one item (less than one ounce weight!)I can only guess this is only one cat toyI am sick and tired of having to "demand" information as to status, and being ignoredAll I want is the stuff I bought! The fact that customer service takes their time to reply (and I am talking here days!) is unacceptableI have never had to deal with a merchant that takes this long to reply, and yet with unhelpful responses that are ambiguous and unhelpful
The complaint number is Incident: [redacted]Desired Settlement: I want the stuff that I bought, for which I have already been charged forI also want for someone in upper management to acknowledge and learn how you are treating customersThe very first order that I placed went without a hitch, but this one is giving me nightmaresIt is a waste of my time, and I do not feel like a valued customer
Business
Response:
This
order was placed on 2/It shows we shipped it on 2/13, and we shipped it via
mail innovations going to an APOThe [redacted] sequence number for the
package tracks it through the [redacted] post office and then stops tracking
We put in a reship on 3/6, and it shipped on 3/The new [redacted]
sequence number for the package tracks it through to delivery at the APO
The
customer should be in receipt of the packageWe will have a member of
management review the correspondence to address the cited delays
This
order was placed on 2/It shows we shipped it on 2/13, and we shipped it via
mail innovations going to an APOT[redacted] sequence number for the
package tracks it through the [redacted] post office and then stops tracking
We put in a reship on 3/6, and it shipped on 3/The new mail innovations
sequence number for the package tracks it through to delivery at the APO
The
customer should be in receipt of the packageWe will have a member of
management review the correspondence to address the cited delays
Consumer
Response:
Hello:
Please close my submitted complaint ID [redacted]I consider it resolved

Review: On Friday 9/19 I placed an order for 2nd day air delivery of prescription pet food.

On Monday 9/22 I called to check on the status of the order. I was told it was still processing due to the weekend, but as soon as the prescription they sent to the vet was returned they would ship the food. That evening I called the vet, and the prescription request had not been received from Pet360.

Tuesday 9/23 in the AM I called Pet360. They acknowledged the prescription had not been sent, they would send it asap. That afternoon I called the vet, no prescription request had been received. I called Pet360 back, the once again acknowledged the prescription had not been sent. I was told by the employee that he would walk the prescription over and have it sent asap, and that the food would ship tomorrow.

Wednesday, 9/24. The vet still has yet to receive the fax. I called today and the Pet360 employee acknowledged that the fax still has not been sent, and that they could have it sent within 24 hours.Desired Settlement: I would like two things:

1. A full refund.

2. A disclaimer on the Pet360 website indicating that Pet360 employees do not know how to how to use a fax machine.

Business

Response:

Dear Customer,

Our apologies for this delay in processing your recent order.

The web system upgrade that was recently installed resulted in your order not transmitting properly to our pharmacy team. Because of this, the veterinary approval process was not completed.

At this time your order has been cancelled and the pre-authorization charges will drop off your credit card shortly.

Again, our apologies for this inconvenience and the experience you had in shopping with us. For future orders, please use the discount code [redacted] to receive 10% off your next order.

Sincerely,

Tina H[redacted]

Pet360

Review: I had purchased an item believing out would be shipped with the rest of the order- three items total. Canned cat food, 15lbs of canned cat food, and an airtight food storage container. Because 15lbs is a lot of food for the summer season when insects run amok.

I waited from 7/3 to 7/7 for a tracking number. After going without one for so long, I decided to use their contact us forum to ask about the lack of an taking number. It is now 7/10 and I have had no response.

Ontop of this, 2/3rds of the package came before I got the tracking number on 7/8. That's right, 2/3rds. I was lacking the storage container. So I thought maybe they placed it in another shipment, I'll see when they update the tracking information.

Yet, on 7/9, the tracking number was finally updated. It showed the same tracking number for the entire package. I was naturally concerned... After all, as far as the website showed me, I should have expected it in the same package. So I contacted customer support. The company agent told me that some items are considered drop ship. These items take 7-10 business days to ship. This information is displayed on the website. Recalling the product listing I had seen... I saw no such information. I told the lady this, and she confirmed, that indeed the crucial information is missing from the product listing and she will contact the Web team.

She told me I can refuse delivery. But that doesn't change the fact that I placed an order in faith I would get it with the rest of the items. Had the information that was supposed to have been displayed been there, I would not have ordered it. This is a misrepresentation.Desired Settlement: When a company drops the ball by not providing crucial information, they should make every effort to make amends.

Business

Response:

Dear Customer,

Our apologies for the recent experience you had in shopping with us at Pet360.

We have taken steps to rectify the situation that occurred with your recent order and thank you for patience in this matter.

We would love to have you try us again for your pet's needs, so please use promotional code [redacted] for an additional 15% off your next order.

Thank you for input and again our apologies for this inconvenience,

Sincerely[redacted]

Pet360

Consumer

Response:

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,

Review: On or before June 30, 2013, prior to placing an order, I called or messaged Pet360 to inquire how to redeem a manufacturer's coupon for a free bag of [redacted] Lightly Scented Natural Clumping Cat Litter - 40 lb bag.

I was told by the customer service representative that I should mail the coupon back to them with my invoice in order to receive a refund for the amount of my purchase.

No shipping charges or taxes applied to the purchase.

I complied with this verbal agreement but I have not, to the best of my knowledge, received the promised refund.Desired Settlement: I would like the company to honor the verbal agreement as per their pre-order instructions.

Business

Response:

Dear Customer

Our records are in agreement as to our coupon policy however we do now show receiving the coupon to redeem.

Until we receive that and the original invoice, we cannot issue any refund.

Sincerely,

Customer Care Department

Pet360

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 already sent them the coupon and the invoice and I no longer have the coupon.

If they have lost or misplaced the coupon that was sent and cannot find it, then I believe it to be due to poor business record-keeping.

Review: I have frequently purchased products from Pet Food Direct in the past but I recently purchased items on June 1 2014 in the amount of $ 153.11. Due to serious computer upgrades my order was taking a considerable length of time in being shipped. I made several inquires in regards to the issue and finally I cancelled the order and received an e-mail stating since I had paid for 2 day delivery they would be refunding that back to us and since I also cancelled the order and due to the computer issues they had no idea where the order presently was so they would also be refunding me the order amount of $ 87.98 even if the order were to show up. about 2 1/2 weeks later the order showed up, but the refund has never been applied to our credit card. Then on June 20, 2014 they took @65.13 out of credit on file for an order I never placed. upon that inquiry it was for the order placed on originally on June first with tracking numbers from the already delivered order that I had cancelled previously. we just can't get anything stopped or refunded back to us and they are charging me for an order I didn't do. I have made numerous calls and written requests but to no avail .

Business

Response:

Dear Customer,

Thank you for advising us of this issue, we had a representative of our team reach out today to resolve the issue.

Please let us know if this has not been taken care of to your satisfaction.

Sincerely,[redacted]

Pet360

Consumer

Response:

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,

Review: After numerous phone calls and emails I cannot get PetFoodDirect to stop sending automatic deliveries. I have been assured there are no more deliveries scheduled and yet I received notice from [redacted] of another delivery today June 17. PetFoodDirect gave [redacted] a ticket to pick up 3 boxes June 10th to be returned. Still I have not been refunded. I am currently owed $380. I am currently waiting over an hour for a supervisor to return my call within "30 minutes." Emails are not returned.

Deliveries: June 16, May 28, 26, and 15; April 29, 2, 1. $384.40. As you can see, unless you own a kennel no one needs delivery of 3 large boxes of dog food a month. After waiting 30 min on hold multiple times, many customer service representatives have assured me that they can see no place on my account that a delivery is scheduled.Desired Settlement: I want delivery to stop immediately.

I want assurance in writing that I will not be receiving any more deliveries.

I want assurance in writing that my name and address and [redacted] debit account are permanently removed from their records and databases.

I want an immediate refund of $384.40

I want compensation for the hours I have spent on the phone and email and letters to the CEO and Board of Directors to resolve this issue and mental anguish and loss of funds.

5 hours @ $25 hr = $125

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] Owner <[redacted]>

Date: Fri, Jul 11, 2014 at 2:37 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Thank you for your efforts on my behalf. After innumerable efforts to solve the problem on my own, the company took action the day they received the complaint from you. They have refunded me and stopped the automatic delivery.

Review: I ordered prescription dog food with one business day shipping on 1/8/14. The following morning I received confirmation that that order had been approved and would be shipping out. As of January 13, the order had not been received. I called customer service and as told by the representative "I'm not gonna lie, we've been having problems with [redacted] receiving our orders. We did get confirmation today that orders placed on the 8th and 9th would be shipped out tomorrow (Jan 14)." Meanwhile, my dog who is being attended to by a dog sitter while I'm out of the country, is running perilously low on the prescription food he needs. This is the second time that this company has flubbed up delivering (or ostensibly delivering -- nothing has been received on this order yet) prescription food. Both times they have blamed [redacted] and accepted zero responsibility themselves -- as if they have no obligation to make sure the product is actually shipping. Other reviews online have shown this exact same problem for other pet owners who have trusted this company.Desired Settlement: 1. A complete refund of the purchase price for the food I recently purchased for them having now screwed up the promised delivery of an order on two separate occasions.

2. An agreement that all prescription food orders advertised on their site are specifically delineated as "not subject to expedited shipping."

3. Implementation of written procedures for employees to verify shipment fulfilled by outsourced providers (here, the manufaturer).

4. A written apology signed by the chief executive officer of the company acknowledging receipt of the complaint and detailing the corrective measures taken to ensure this does not occur again.

Business

Response:

Dear Customer,

Our apologies for the poor experience you recently had with our company.

Per your request, a full refund has been issued to your credit card.

Our technology team is working on long term goals of updating of our website to better inform customers of possible delays in processing orders.

Thank you for shopping with us at PetFoodDirect.

Sincerely,

Director, Customer Service