Petco Animal Supplies

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved In addition, I received a follow up call from Gilbert at the Petco, [redacted] location We had a nice discussion and I told him I do feel confident that the situation has been adequately resolved My goal was never to obtain any compensation other than an apology and to possibly review the policy on price matches I am grateful for the opportunity to provide feedback to assist in your mission to become a better place for employees and customers Regards, [redacted] ***

November 11, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] regarding your recent petco.com order We strive to give every customer a fun and friendly shopping experience every time they shop onlineWe definitely understand your situation, and we sincerely apologize for the inconvenience this has caused you To rectify the issue, we have processed a replacement for two of the Natural Balance Alpha Cat Trout, Salmon Meal & Whitefish Grain-Free Dry Cat FoodIn addition, a refund was issued for the shipping fee amounting to $A separate email will be sent confirming the status of the refund and replacementHowever, we need the incorrect items returned to our warehouseWe sent a Return Label to your email address so you can print it and present it when you return the items to your nearest UPS HubWe hope that the given resolution will be sufficient to correct the error and address any inconvenience this may have caused you We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceBy letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future Please contact us again if you need further assistance Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

March 23, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] regarding your experience with your recent petco.com order We would like to extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situations One of our supervisors contacted you to further discuss your concern and a partial refund amounting to $was issued for Order # [redacted] as a courtesyIn addition, the team refunded $for Order # [redacted] that was returned to our warehouseYou will receive a separate email confirming the status of your refundWe hope we have addressed your concern at your satisfaction Please know that we care about our customers and what they think of usBy letting us know when we improvements can be made, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

September 19, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office has received your Revdex.com case# [redacted] regarding your recent petco.com order We strive to give every customer a fun and friendly shopping experience every time they shop onlineWe definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service We checked our records and confirmed that a refund amounting to $has been processedA separate email has been sent confirming the refundIn addition, please be assured that proper coaching will be done towards the representative who has assisted you on your initial inquiryWe hope that the given resolution is sufficient to address your concern accordingly We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceBy letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future Please contact us again if you need further assistance Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

November 06, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] This communication is in response to your rebuttal with Revdex.com case# [redacted] regarding your recent petco.com order We understand that it is frustrating on your end and we never wanted to bring inconvenience to our customersYour concern has been looked into to ensure that this is being addressed accordingly We regret to inform you that we are unable to process a full credit for your order since a replacement for the item was processedHowever, we have issued a partial refund for your online purchase amounting to $on the 6th of November, We consider you a valued customer and hope that you can appreciate our position in this matterPlease accept our sincerest apology in this regard Let me assure you that what happened in your case is not typical of Petco's level of customer serviceWe continue to be committed to providing you and all of our customers with the highest standards of service in the industryWe appreciate your time bringing this issue to our attention Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have been contacted by [redacted] out of Calif that gave me a satisfactory resolution to the issues. Thanks for the quick response. [redacted] ***

December 02, 2014 [redacted] RE: RevDex.com ID# [redacted] Dear [redacted] , This communication is in response to your rebuttal with RevDex.com case# [redacted] regarding your concern with our local stores. We have contacted both stores mentioned on your complaint. We called the Petco store in Scranton, PA using the phone # (570) 343-3117 but the number is not in service. We also contacted the store in Middletown, NY and forwarded your comments with the upper management of the store to assist us with the investigation. [redacted] the General Manager contacted you twice using the phone # (570) 409-4029 and left a message to return the call. Unfortunately, they have not received a return call from you. For a reimbursement to be processed, there needs to be some proof of purchase or the store needs to be able to look it up through their database. He went through their Companion Animal Cards from July and August and they do not have any purchases under your name. In addition, he stated that Petco did not have Bearded dragons for sale in late June and August in which you claim the bearded dragons were purchased. He confirmed that during those months, they put a hold on all sales for Bearded dragons due to an industry-wide Salmonella outbreak, and they were not available at any Petco. Based on this information, we regret to inform you that we are unable to refund your purchase due to lack of receipt. We know it is frustrating on your end and we never wanted to bring inconvenience to any of our customers. We definitely understand your situation and appreciate hearing from you. While we would like to accommodate your return request, our position still stands that we will uphold the policy. Please accept our sincerest apology in this regard. Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc. Case#: [redacted]

November 24, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] , This communication is in response to your Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted] , OH We know how upsetting the visit had been, going all the way to the salon and looking forward to the appointment booked for you - only to find out your dog was not getting groomedPlease accept this as a formal letter of apology for the inconvenience it has caused you and your dog Your comments were shared with the upper management of the store right after we received your complaint [redacted] , the Companion Animal Department Manager confirmed that you have been contacted about the situationShe explained that it was written on their journal that your dog was having difficulty standing and was showing signs of stressAfter reviewing the notes left by the previous groomer, they recommended taking your Golden Retriever to a veterinarian where it can be monitored during the grooming processShe apologized for the inconvenience that you were not made aware of this but gave you the assurance that it was in the best interest of your Golden Retriever We understand your disappointment but hoping you would understand why our partners had to decline grooming your dogWe know this can be frustrating on your part however; Petco partners truly have everyone's best interest in mindEach groomer in every location is advised to use this discretion as your pet is always our concern We definitely understand your situation and appreciate hearing from youWhile we wish that we could further assist you with this issue, we have to consider the safety of our customer's petsWe consider you a valued customer and hope that you can appreciate our position in this matterIf we are able to accommodate you in any way that is within our company policy, we will be most happy to do soPlease accept our sincerest apology in this regard Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

Revdex.com: Happy with the genuine response from Manager [redacted] in [redacted] *** He and his team went above and beyond to make the matter right I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The card is a credit card as I stated clearly in the complaintThis issue has still not been resolved Regards, [redacted]

April 16, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] This communication is in response to your rebuttal with Revdex.com case# [redacted] We understand your disappointment about not arriving at a resolution even after contacting our support center regarding your concernYour concern could have been properly addressed and promptly resolved if there had been an effort in determining the root of the problemWe are sorry that you have received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youBe assured that coaching and/or appropriate action will be done On another note, thank you for sharing your insights and observations regarding the time the emails are being deliveredThis will help us identify in which area we need to look at to better address this kind of issue going forwardWe are hoping that your internet service provider can look into this matter because we never want you to miss every promotion that are being offeredShould you encounter the same issue in the future, please do not hesitate to contact us again for further assistance Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc [redacted]

December 14, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] , We are in receipt of your recent inquiry to the Revdex.com and we appreciate the level of feedback that you have providedAt this point, we feel that we have provided adequate compensation for your troubles, time, and energyOur General Manager had a detailed discussion about your situation and you also accepted appeasement as part of the resolution at the storeIn addition, we apologize for the less than perfect experience you encountered with the gourmet cookies you purchased however, please know that this was an anomaly and not indicative of the great reputation our customers have come to know about PetcoIn addition, we researched our inventory and did not locate any additional infestation problems as you referenced We thank you once again for your passion and commitment regarding pets in general however, we consider this situation closed after our internal review Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

January 14, [redacted] *** [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] This communication is in response to your Revdex.com case# [redacted] regarding your concern with our grooming salon in [redacted] [redacted] We strive to give every customer a fun and friendly shopping experience every time they visit one of our storesWe definitely understand your situation, and we sincerely apologize for the inconvenience, and for our failure to offer stellar customer service Your concern has been forwarded to the Senior Management of the store to ensure your complaint is addressed***, the General Manager, spoke with you on the 12th of January to further discuss this matterHe listened to your concerns and apologized for the experienceTo rectify the issue, [redacted] offered a $refund for the grooming service from the 4th of October and he mentioned that you were pleased with the resolutionWe hope that this was sufficient to correct the error and help lessen the negativity surrounding your recent experience Please be assured that Petco is committed to customer serviceWe highly appreciate your feedback as it will assist us in becoming better at what we doIt is our goal to retain you as a satisfied customer and we hope to serve you again in the future Sincerely, [redacted] **Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted] %

September 14, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] , This communication is in response to your Revdex.com case# [redacted] regarding your concern with our store in San Diego, CA At Petco, we strive to give every customer a fun and friendly shopping experience every time they visit one of our storesAs a company, we never intend to mislead our customers about this or any other program in which we participate We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possibleThe District Manager [redacted] ***, confirmed that he has contacted you and explained that a photo is not enough to honor the priceHe stated that they need to call the competitor and verify the same item, same size, etcIf everything matches up, they will gladly assist you in honoring the priceWe have every confidence that the dedicated team assigned for this will take whatever action necessary to resolve the problem We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experienceLet this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering Sincerely, [redacted] Customer Relations Coordinator Petco Animal Supplies, Inc Case#: [redacted]

May 28, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] This is in regards to your Revdex.com case# [redacted] We received your response to our email saying that we are still investigating this matterPlease accept our sincerest apologies for the inconvenience this has caused Much is our desire to resolve and address your concern the soonest possible time; however, at this time, the store's upper management has consulted and is working with our legal department in further investigating on your case to determine the best resolution for itWe will provide you with any updates once we receive their response Thank you for your patience and understanding on this matterPlease feel free to reply to this communication or call Petco Customer Relations directly at [redacted] if we can be of any further assistance and updates Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc Case#: [redacted]

April 09, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office received your Revdex.com case# [redacted] regarding your experience in our [redacted] store as well as the the concerns you have regarding our price match policyPlease accept our sincerest apologies for the inconvenience this has caused In our desire to have your concerns addressed and resolved, we have reached out to the store's upper managementThe store's General Manager, [redacted] has made several attempts to reach you at your phone number [redacted] , but was unsuccessful and he has not heard back from youHe will be contacting you again to discuss and resolve your concerns If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly a [redacted] Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc Case#: [redacted]

May 13, [redacted] RE: Revdex.com ID# [redacted] Dear [redacted] Our office received your Revdex.com case# [redacted] about being declined/refused on doing a return of items at our store in [redacted] **Please accept our sincerest apologies for the inconvenience this has caused Thank you for notifying us of your complaintWe strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know We are sorry that you have received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youTo ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we have notified the store's upper management of your complaintThey are still investigating about the incident as they have a new General Manager, and that the manager at the time of the incident is no longer with the storeWe will notify you as soon as we get a response from them to address your concern Please feel free to reply to this communication or call Petco Customer Relations directly at [redacted] ***) if we can be of any further assistance Thank you again for contacting Petco Sincerely, [redacted] Customer Relation Coordinator Petco Animal Supplies, Inc Case#: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.No one should ever have to go through litigation for people to do the right thing because your adoption partner does not follow guidelines and regulationsNo one should ever leave your store without vet records end of storyWhen you let someone operate out of your store, I think you have some responsibility in this for letting her partake in bad business practices and conductIt is undue financially burden for us to obtain a lawyer after we just had to pay out $1,in medical expensesWe also find it amazing that [redacted] cannot help us with medical bills, but they can afford an attorneyI hope people know where the money they donate is really goingPeople who claim to care about people and animals should demonstrate through their actions that they care, [redacted] *** as well as Petco's actions have shown otherwise Petco could have offered to assist us with medical costs if we provide you documentation, but you did not even do thatNot even an offer of help [redacted] would not even speak to me in the phone when I called her office today Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below While I will accept the coupons that they are offering, my SPECIFIC REQUEST to determine THE UNDERLYING ISSUE has not been addressedNot by " [redacted] *." and not by any of the personnel at PetCo [redacted] states that Petco "created an account online for you"This is not what I wantedI DO NOT NEED A NEW ACCOUNT, and I have never needed a new accountWhat I need IS FOR PETCO TO EXPLAIN WHY MY EXISTING ACCOUNT WAS LOSTAnd I want to continue using that account As my initial complaint CLEARLY requested: In short, I EXPECT THE COMPANY TO FIND MY ACCOUNT AND TELL ME WHY IT DISAPPEARED Until this has happened, this matter is unresolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below It appears they misunderstood something in my complaint The lizards were not purchased years ago, one was purchased in June, it died and we purchased a second one in august I did mention a similar experience with a lizard I had purchased years ago, which also only lived shortly after the day return limit When you purchase a pet that is supposed to live 10-years, and it lives months, something should be done Especially if this happens repeatedly Regards, [redacted]