Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  *********************f 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

  Date: 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.