Pet Mountain

Hi [redacted],
 
Thank you for contacting us regarding [redacted] and her two most recent orders with us. Customer satisfaction is our top priority and our FedEx ground delivery is a guaranteed service for on-time delivery. If any shipments are delivered late then the customers are granted a...

full refund of their shipping cost. This customer selected our upgraded Ground Service - (2-5 Business Days). We do offer Saver Shipping - (5-8 Business Days) and this is option is free on any order with a sub-total over $75. Please note that FedEx does not count weekends as business days and the following business day after shipment is counted as the 1st day in transit as stated on our shipping policy. 
 
Order #[redacted] was placed on Friday 10/3/14 at 12:26 pm PST after our 12 Noon cut off for same day shipping and  shipped on-time the following business day on Monday 10/6/14 at 9:26 am. This order did qualify for free Saver Shipping - (5-8 Business Days) because the sub-total is $100.31 as shown on the attached invoice. Customer selected the upgraded faster delivery service Ground Shipping - (2-5 Business Days).FedEx Ground Tracking #[redacted] arrived on-time on the 5th business day 10/13/14 at 10:36 am. 
 
Order #[redacted] was placed on Saturday 10/4/14 at 5:30 pm PST and  shipped on-time the following business day on Monday 10/6/14 at 9:26 am. This order did not qualify for free Saver Shipping - (5-8 Business Days) because the sub-total is $54.40 as shown on the attached invoice. Customer selected the upgraded faster delivery service Ground Shipping - (2-5 Business Days). FedEx Ground Tracking #[redacted] arrived on-time on the 5th business day 10/13/14 at 10:36 am. 
 
The dates the customer referenced for delivery is Saturday October 11th and Sunday October 12th. FedEx Ground service is only delivered on business days (Monday-Friday). The Free Saver Shipping option would have been delivered by 10/16/14 on the 8th business day. Our shipping estimate tool on our cart page is linked to the FedEx shipping database and will display accurate delivery dates when a zip code is entered. Feel free to add an item to the cart and enter this customers zip code 06371 to see how the useful tool is used for accuracy. We tested this for accuracy when the customer contact us and the customer's zip code takes 5 business days for delivery and did arrived on-time.
 
Our Shipping & Promotions policy page is available to all our customers so they can make an informed decision before placing an order- http://www.petmountain.com/content/37/shipping-rates.html 
 
Thank you for your time!
 
Regards,
Customer Service
www.PetMountain.com

[redacted],
Your satisfaction is extremely important to us and would like to investigate your claim in detail to conclude this in a timely manner. Our shipping methods are displayed as "Get is by" not "Get it before" and never displays Saturday or Sunday dates as shown in the attached screen shot for your review. Could it be possible you may have seen this on another website? Would you have a screen shot our our shopping cart page supporting your claim so we can add this to the investigation and further assist you?
Thank you for you time and assistance!
 
Thank you,
Customer Service
www.PetMountain.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that these responses would be satisfactory,and reasonable to me.  
I accept your explanations, and statements regarding your Price Guarantee, and Happy Guarantee, BUT I DO NOT want to take your offer, for it would be a loss to you if I accepted it.  My intention was NOT to get your merchandise free of charge.  
It was your customer service representatives' initial responses that made me feel you wronged me, and brushed me away after the you got my payment.  I hope by this time, you have accepted the fact that even though I wanted to contact you Before finalizing the transaction, I could not get any help.   
I consider this complaint resolved.  Thank you both of you.
 
Regards,
[redacted]