ComplaintsforPet Supplies Plus

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called the store on 4/3/23 around 4:30pm to ask if I could return dog food the owner recommended I pick up, and my dog did not like. I was told by a ****** that I could have the receipt looked up on my account and that I could get a refund. I walked into the store and walked into line and a much older woman than the cashier walked up and asked a gentleman in front of us if he needed help. He said he was waiting to check out, and the woman said ok and began to walk away. I let her know that we did not need help either and that I had a return. She sneakily said she asked him because he had nothing in his hands, as if a bag of dog food and joint supplements in mine did not warrant any customer service. I will also note the gentleman was white and my partner and I were black. The woman then continued to stand uncomfortably close to me and stare me in the face as I looked ahead, continuing to speak about my attempt at customer service she shouldve provided. She then called the man ahead of us to another line, all of a sudden very interested in us. She decided to tell the cashier now attempting to help us to switch with her. I reiterated what ****** said, and the woman (owners wife) said I had to contact the manufacturer for our return. I let her know that I had never heard of such a policy and had frequented the business since it opened. I also would have never tried the food if the owner had not suggested I stray from my normal retailer. She was rude and disrespectful, and called ****** to the register, I had asked by that time twice already for my receipt. ****** attempted to provide it and explained that he misunderstood the food for their brand, as a new policy directed them to have customers reach the manufacturer. I let ****** know that I understood and that his counterpart was rude and shouldve clarified the new policy, instead of being nasty and dismissive and outright denying my sentiment. She then refused my receipt and asked me to leave. I did

  Business response

  04/17/2023

  We apologize for any misunderstanding with your recent visit. At Pet Supplies Plus ********** Midtown, we strive to provide our Neighbors, regardless of background, as exemplary and enjoyable shopping experience.  Your feedback is appreciated and we hope going forward we can continue to provide you the experience all of our Neighbors deserve.

  Our policy to contact the manufacturer for a product returned that has been destroyed or opened has been in place but have rarely has to implement it.  The process that ****** and Chewy has indicated to **************** and to our email is to refund at the place of business where it is purchased, which a few of our other suppliers do as well.  On 4/7/2023 ************ refund to *****************  ****** and Chewy has notified us to reimburse us for the product.

  Again we extend our sincere apology for any misunderstanding and hope to serve you in the new future.

   

  Customer response

  04/17/2023

   
  Complaint: 19891350
  
  I am rejecting this response because: not only did I get denied a refund that day, the manufacturers warranty was to return it at the place of purchase, even if opened. If my dog did not like the food, then I could return it per the guarantee. I was complaining dually on the rude behavior, and racist actions of the owners wife. I had to work with a different employee, to get the refund around the owners wife, who denied it initially. I thank the manager who helped me that day. The owners wife should be ashamed, and the owner should prohibit her from the store. I am of color, and my money spends the same as anyone elses money. A patron of over a year, has been lost due to the needless and senseless actions behind the owners wife. The store attempted to deny the money back, guarantee that the manufacturer had in place. I am so thankful to the manufacturer, and the territory manager, for what it seems like, is having gotten with the store to correct this bias.
  
  Sincerely,
  
  *********************

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