ComplaintsforHomeopet LLC

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company promised me they would send me two bottles of anxiety relief because I bought two bottles and the tops were defective period I had a long conversation with the gentleman and I believed the product was being mailed period then I got a message from the gentleman telling me he wasn't sure of my address period I have called this company no less than 10 times in the last week and got recordings and no call back period I don't understand the customer service of this company period and I don't understand why I am not getting the replacement product for the product with the defective tops

  Business response

  07/06/2023

  Good morning,

  We received your letter with regard to customer complaint ID# ********. We do have a record on file for this customer, however there are a couple of discrepancies with the information that was submitted.

  Our records indicate the customer name as follows;

  *********************

  ********************************* **** ******** ** *****

  Phone number - ************

  Product - Nose Relief

  We shipped 2 replacement bottles and they were delivered on June 22. Please see attachment.

   

  These details are different than the ones captured in the complaint made to BBB.

  ***** ***** ******************* ********* ** *****Phone number - ************

  We called the phone number that we were provided quite a few times also and there was no way to leave a message and nobody answered the phone.

  I personally called both numbers just now and the ************ number rings out and then goes to a busy signal. The ************ number is not in service.

  We are at a loss as to what this complaint is all about, we feel there is something very wrong here.

  Thank you for help with this matter.

  Kind Regards,

  *********************

  HomeoPet, LLC

   

  Customer response

  07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] I am River ranch ************** gentleman said he would replace the product. My address is ****************************************************. I have not gotten any call and I am not a person that has an answering machine because I'm a senior and I don't want one. I did not hear the phone ring and I've been looking in my mailbox for the replacement.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business response

  07/11/2023

  Good afternoon,

  As we had stated in our original response we actually did go ahead and send replacement bottles that were delivered, we also included tracking and delivery confirmation.

  Customer Information:
  ***** ***** ******************* ********* ** ***** ******* ****** **************  ******* ***********************

  The daytime phone number listed above is no longer in service.

  The person who called us gave a different name and address.

  *********************

  **************************** **** ******** ** *****

  In addition, we received another call yesterday from the following person looking for 2 replacement bottles of Anxiety Relief, saying that Pets Plus in **** Landing would not issue a refund, ********************* also made this claim.

  *********************

  *********************

  *********** ** *****

  Tel: ************

  The above address does not exist either.

  They never mentioned having called in the past or issuing a complaint with BBB. Please look at the similarities in the 3 addresses listed.

  We called Pets Plus in **** Landing and the store manager **** was very accommodating and said they never refuse a return and was not familiar with anyone with similar complaints and he is more than happy to speak to BBB if necessary.

  As a company we take our customer service issues very seriously and we are willing to give this another try. We will ship 2 replacement bottles to a valid address that has to be found and approved by ****** it will require a signature upon delivery, and we will need a valid working telephone number so that we may reach out to the customer.

  We sincerely hope that this will resolve this matter once and for all.

  Thank you for your assistance with this.

  Kind Regards,

  Customer Service 

  **********************

   

   

   

   

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩