Foxy's Poisoned Response
Read the story behind this response first by clicking here.
I didn't hear from anyone at the company and decided to follow-up on 04/29 and below is my e-mail to the company's general e-mail address. I wrote it to the attention of who it may concern or the woman I had spoken to on the phone:
"I mailed a letter with requested UPC and Lot # and copy of vet bill on April 16th. I am just following up to make sure that it was received by your company. I do understand that it can take 2-3 weeks for a refund according to your website."
On 05/05, almost a whole week later, I received an e-mail response from the woman I spoke to on the phone suggesting that she may be the only person working in that office:
"I have been out sick. I am checking on this and I will get back with you.
Best Regards,
XXX"
I responded to her e-mail the same day:
"XXX, I did get a $15.50 check but that was all. No letter, no apology, no explanation. NOTHING. I would have been better off returning the product at the store and getting my refund AND my tax back.
I just thought you should know."
Note: The check was dated 04/24 and received several days later.
I decided to elaborate further since my past e-mail to the woman was so brief and wrote the following e-mail on 05/06:
"XXX,
I also would like to add that this experience has left me no choice but to do what my letter stated and that is to share my experience with all my friends and family and that includes online "friends". Your company's response to my letter shows me that your company does not care about me or my dog. I will never buy any of your products again and I will share with others why. Even a human product company treats me better than this dog company. I always get a letter of apology-in fact I had a recent incident with my microwave plate busting in the microwave due to xx product and it was due to THEIR error in not specifying when they said "use microwave plate" they meant "paper plate". Well, they sent me enough coupons to purchase their product for free to cover the cost of my broken plate (without being asked) and gave me additional discount coupons WITH a letter of apology. The fact that you will not even reimburse what I paid plus tax and not even consider the VERY small vet bill of $19 and some odd cents shows deeper into what your company is all about. I for one will do business with a company that loves animals and loves pet owners just as much. Great customer service brings continued buyers for years to come. Horrible customer service brings forth angry customers who let the world know what wrong was done. Your company didn't even ask to test the product which other dog food companies have offered to do.
Good day to you.
Eileen aka Pissed Off"
Two days later and I have had no response from XXX and I don't believe she or her company will respond. I may have high expectations because I used to work in the customer service field or maybe I just know what is expected of representatives and have a right to be upset when someone falls short.
Written by Eileen C.
Thank you in advance for viewing, rating and commenting on this post.
*The below picture is a copy of the check I received from the company.*
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Comments: 25
Everyone: Thank you for your comments. Yes, customer service is not a high priority anymore. Especially when it is a big company, they have room to not be nice because they can afford it but then there are big company's who do care and take care of customer's so you never really know. The lady who is called XXX e-mailed me and told me that there was a misunderstanding and that the accounting dept only handles refunds... huh? I mean, I understand but what about making the customer feel better after a horrible experience, a letter would have atleast made me feel a little better and I wouldn't have written such a post. I would have still written a follow-up but maybe not so mean. When I worked for customer service at XXX company quality of our calls and service to the customer was a top priority which is why customers paid more for our services when they could have saved money elsewhere. I miss that.
By the way: Foxy is doing wonderful and is back to her old self again! I have forgiven XXX of this company because she only works for them and doesn't make the product or own the company. If Foxy would have died I would have had a harder time forgiving the company. I lover her like she is my child since we don't have any.
Customer service seems to be a dying art.
Sorry your doggie had to suffer.
Please keep us abreast of this situation. My Family has eight dogs throughout and wouldn't want to run into this sort of situation with any of our beloved pets!
I have to agree with Tanya P. Take this to Sam's club as well. Let them know exactly what type of company they are dealing with. Maybe if they understand the problem they will stop carring their items.
It really angers me that XXX couldn't even say oh, I'm sorry. But then If she did say that, it would show that the company would be accepting responsiblity and admitting that it was their fault.
I'm so glad Foxy is doing much better and back to her normal self!