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:06/22/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I went into the store to purchase dog food. When I took it to the counter to complete my purchase, the gentleman who rang me up stated the total was $23 and change (I do not remember the exact amount). Just as I was about to give him the cash I had in my hand he stated that was the wrong price and proceeded to scan the bag. When he scanned the bag, the same price rung up, $23 and change. He then went to grab the tag from where the item was sitting and scanned it as well and the price on the ticket said $59.99 but rang up on the register as $21.99+ tax totaling to $23 and change. Being a customer, I thought it may have been a sale going on I did not know about and was going to proceed to pay the $23 and change. He then began to tinker with the register to adjust the price in front of me to the $59.99+ tax. I asked why he would adjust the price to $40 higher than what it is ringing up at and he stated that it "must be a glitch in the system." I asked to speak to the manager. He took the price tag with him and was gone for about two minutes before the manager arrived, the gentleman did not come back to the counter. As ***** (the manager) approached the counter, she did not say anything she just began to try and adjust the price to higher than what it was ringing up. Before she could finish I let her know that everything the guy tried to do the bag was still ringing up at 21+ tax. She then scanned the bag and again the price came up at $21.99+ tax. I asked for a corporate number because it didn't seem right that she would increase the price because if it was the other way around she wouldn't decrease it. She then stopped typing and said "I'm not going to sell you a $60 bag for $30. You know what you can go buy your food somewhere else." in a very loud, rude, condescending tone. I said, " Are you sure you don't want my money?" Her final words to me were, "No, you need to go, bye!"

  Business Response

  Date: 07/07/2023

  The bag listed was a 30
  lbs. Grain Free Dog Food for $59.99. I did change the price and corrected it on
  the screen. The customer was told that is price, even if the system had a glitch.
  The bag of dog food is labeled with the correct price of $59.99. The above bag
  is labeled with the correct price of $21.99. But this bag is a 5 lbs. Grain
  Free Dog Food. As a Frequent customer, she has paid the same amount each time
  and the food has never gone below $40. As the owner I have the right to
  refuse service. The intention was not to make her feel bad but after repeating
  myself several times. I refuse to sell her bag for the price it rung up. I told
  her she can have it as $59.99+ tax or she may leave. My employees told her as
  well that is the price and that is why we had to change it up on the screen. If
  the tag label was wrong, then I would have given her that price, but it was
  not. I have attached photos of the prices above. The customer is more than welcome to come back and shop.